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FOREWORD Al Manara was launched in 2010 to support DBD’s vision To build a culture of Sales through Service in Consumer Banking. Exceptional Customer Experience is the critical key in differentiating ourselves from the competition in the UAE. And the major ingredient in achieving our mission is through our people. Therefore, it is essential that the high standard of the customer’s experience we provide will be delivered consistently across all of our branches by everyone, every day. Al Manara is one of the key parts in achieving our Vision. Our excellent Products & Services are no longer enough for our customers; our most important competitive advantage will be our people, the faces of NBAD that will raise the overall customer’s experience. The certification process provides tailored programs for the five critical Branch roles. It includes not only programs to impart new knowledge or skills, it also assesses whether individuals have achieved the required level to be able to confidently perform their roles successfully. Today, as we celebrate our first Graduation ceremony. I am proud of everyone who has graduated; this is a fantastic achievement for you and for NBAD. Mabrook to all of you! I wish everyone every success in Level 2 certification.

Saif A. Al Shehhi SGMD Domestic Banking Division

1


AGENDA

2

03:30

Welcome and Agenda

Address from Senior General Manager Domestic Banking Division Mr. Saif Al Shehhi

Address from Head of Branches & Consumer Banking Transformation Mr. Abdullah Al Hosani

Address from Head of Learning and Development Ms. Paula Mcmanus

Explanation about the trophies Retail Learning & Development Manager Mrs. Lina Yaakoub

04:15

Graduation Ceremony and Prize Giving

05:15

Thank you & Close

05:30

Lunch


AL MANARA LEVEL 1 LEARNING ROAD MAPS Retail Banking Advisor Level 1 Certification

Programs

No. of days per program

1-Anti Money Laundry & Compliance

1

2-Liabilities

2

3-Assets

3

4-Introduction to Service Mindset

2

5-Introduction to Sales

2

6-Role play integration

1

3


Abdel Mohsen Abdel Aziz Bayomi Current Position: Teller Branch: Al Madam branch Length of Service: 12 Years How has the “Al Manara� benefited you? Al Manara has helped me in dealing with customers, solving their problems as well as problems within the branch. 4

Alaa Mousa Selim Abdeen Current Position: Senior Retails Officer Branch: Baniyas Branch Length of Service: 6 years How have you implemented what you have learned from Level 1? By being able to do sell and cross sell all of the bank products in a good way.


Amna Rashed Al Kashf Current Position: Retail Sales Officer Branch: Al Bourj Avenue Branch Length of Service: 1 year and 7 months What were the challenges you faced? To memorize the high volume of information.

5

Abdulrahim Issa Younessizadeh Current Position: Retail Sales Officer Branch: Al Qusais Length of Service: 8 Years How has the “Al Manara� benefited you? It has helped me to re-confirm my knowledge of products I have already known and to know more about the other products which I have not been working on.


Ahmed Samir Mahrous Current Position: Retail Sales Officer Branch: Arabian Gulf Road Length of Service: 3 years and 3 months How has “Al Manara� helped with your career? Al Manara program helps us to know more about cross selling, how to deal with the customers and how to face some of our daily problems. 6

Aisha Abdelrahim Alhammadi Current Position: Retail Sales Officer Branch: Khorfakkan Br. Length of Service: 3 years and 6 months How have you implemented what you have learned from Level 1? I have become more confident and I now like to chat to customers as well as advise them financially.


Aisha Ali Al Kitbi Current Position: Retail Sales Officer Branch: Al Madam branch Length of Service: 5 years How has “Al Manara” benefited you? It has helped me to develop good relationships with other branch staff and improve our sales & service skills. 7

Alia Mohamed Alzamar Current Position: Retail Sales Officer Branch: Al Bourj Avenue Branch Length of Service: 1 year and 3 months How has “Al Manara” benefited you? Al Manara has benefited me in my career as it has shown me how to cross sell products, manage customer services and how to treat and greet customers. It has also given me a lot of confidence.


Amal Abdullah Alkaabi Current Position: Retail Sales Officer Branch: Al Yahar branch Length of Service: 1 year and 5 months How has “Al Manara� benefited you? Al Manara programs give me the tools to develop my skills knowledge in order to contribute with NBAD vision to be the number one Arab Bank. 8

Amer Omar Saeed Current Position: Senior Retail Sales Officer Branch: Deira Branch Length of Service: 2 years What program in particular did you enjoy and find most relevant to your role? Fraud Awareness and Anti Money Laundering.


Amina Abbas Al Baloushi Current Position: Personal Credit Officer Branch: Al Dhaid Branch Length of Service: 9 Years How have you implemented what you have learned from Level 1? How to increase cross-sell ratio. 9

Amna Khamis Almushark Current Position: Retail Sales Officer Branch: Deira Branch Length of Service: 9 months What program in particular did you enjoy and find most relevant to your role? Assets And Liabilities


Asma Mohamed Al Harmoudi Current Position: Trainee (Operation/Customer Service) Branch: Dubai Main Branch Length of Service: 5 Months

10

How has “Al Manara” benefited you? It has increased my knowledge about banking areas especially about the products and also provided me the right skills to deal with customers.

Ayesha Mohamed Al Hammadi Current Position: Retail Sales Officer Branch: Musaffah Branch Length of Service: 6 years How has “Al Manara” benefited you? I am more confident to answer customer’s queries regarding the various products available and also it has helped me in cross selling more products.


Ayman Mohammed Abu Subaih Current Position: Senior Retail Sales Officer Branch: Deira Length of Service: 4 and a half years How have you implemented what you have learned from Level 1? Since I am working in the front office we are facing the customers in a daily basis. 11

Ayman Rabah Shublaq Current Position: Retail Sales Officer Branch: Al Qusais Branch Length of Service: 4 years What program in particular did you enjoy and find most relevant to your role? Honestly all of them especially Introduction to sales.


Aziza Fadal Current Position: Retail Sales Officer Branch: Abu Dhabi Mall Length of Service: 3 years 8 months

12

What program in particular did you enjoy and find most relevant to your role? The program I enjoyed most is intoduction to sales. The program helped me and other staff to develop our selling skills and consequently assist to a large extant in in achieving branch target and NBAD mission of delighting customer service.

Basma Salem Al Ameri Current Position: Customer Service Supervisor Branch: AL Nada Ladies Branch Length of Service: 2 years and 4 months How have you implemented what you’ve learned from Level 1? I implemented what I learned in my dealing with customers to give them “WOW” service and I changed the way I used to follow to sell any products.


Bassel Nazih Saloum Current Position: Retail Sales Officer Branch: Al Khalidya Branch Length of Service: Bank: 5 Years Branch :3.5 years How have you implemented what you’ve learned from Level 1? I have mainly implemented what I have learnt within my branch by stimulating my team and coaching them very closely to be able to add value and satisfy customer needs.

Budoor Mohamed Abdullah Current Position: Retail Sales Assistant Branch: Deira Length of Service: 8 months How have you implemented what you’ve learned from Level 1? Since I am working in customer service I try to use all the information that I have learnt from Al Manara.

13


Darin Nelson Fernandes Current Position: Senior Retail Sales Officer Branch: Etihad Airways Branch Length of Service: Bank: 5 years and 4 months. Branch: 2 years

14

What were the challenges you faced? The only challenge was to compete with my competitor……and that was “myself”. Every day I had to challenge myself to do better each day to achieve my goals/targets, and satisfy my customers.

Deena Mohammed Ghareeb Current Position: Retail Sales Officer Branch: Sharjah Industrial Branch Length of Service: 3 years What program in particular did you enjoy and find most relevant to your role? I liked the liabilities and assets course as I find it very important to refresh our mind.


Eiman Jumah Al kaabi Current Position: Customer Service Officer Branch: Al Nahda Sharjah Area Length of Service: 2 years How has “Al Manara� helped with your career? Al Manara programme helps me in increasing my knowledge, market awareness, service quality and etc. Now I am more confident to serve customers.

Elham Ghalandar Karimi Current Position: Personal Banking Manager Branch: Sharjah Branch Length of Service: 3 years What were the challenges you faced? To maintain the knowledge.

15


Fakhrah Y. Hanaei Current Position: Retail Sales Officer Branch: Fujairah Branch Length of Service: 4 years and 6 months

16

How has “Al Manara” helped with your career? Al Manara was a development program; I had a good experience with it. Al Manara courses helped me with self development and improved my skills that were hidden.

Fatima Dughaish Al Kitbi Current Position: Retail Sales Officer Branch: Al Madam Branch Length of Service: Since 30/06/2007 How has “Al Manara” benefited you? It has helped me to establish good relationships with other branch staff and in improving my sales and service skills.


Fatima Ali Mohammed Current Position: Retail Sales Officer Branch: Dubai Health Care City Branch Length of Service: 2 and a half years How has “Al Manara” helped with your career? It has helped me to achieve a high standard.

17

Fatma Ahmed AlZarooni Current Position: Retail Sales Officer Branch: Dubai Health Care City Branch Length of Service: 9 Months How has “Al Manara” benefited you? Improve my knowledge, skill and communication. Also, it helps me to manage my work and use new methods & strategies.


Hala Mahmoud Ataya Current Position: Retail Sales Officer Branch: Ajman Branch Length of Service: 3 years How has the “Al Manara� benefited you? Al Manara has taught me how to deal with customers professionally and to always try our best to satisfy our customers. 18

Hamda Khalil Ali Hussain Current Position: Retail Sales Officer Branch: Jumeira branch Length of Service: 2 years and 3 months What program in particular did you enjoy and find most relevant to your role? Introduction to service excellence and Fraud awareness.


Hany Said Abdelaziz Current Position: Retail Sales Officer Branch: Al Silaa Branch Length of Service: 3 years and 4 months What were the challenges you faced? A challenge I faced was during the integration course when I role played in front of the camera. It was my first time and I was uncomfortable to be in such a situation. However, I completed it.

Hissa Mohamed Alhashme Current Position: Operations Administration Officer Branch: Deira Length of Service: 1 Year 6 Months How has “Al Manara� benefited you? Al Manara Program is a valuable program, it helps me to understand the bank product, and it adds to my communication skills.

19


Huda Ahmed Albalooshi Current Position: Retail Sales Officer Branch: Sheikh Zayed Road Br. Length of Service: 1 Year and 8 Months

20

How has “Al Manara” benefited you? It helped improve my knowledge, manage my work, and develop my skills by teaching me new methods & strategies. It also taught team work by helping each other, leadership and communication, as well as confidence.

Iman Saif Ali Al Maqbali Current Position: Customer Sales Officer Branch: Al Nada ladies branch (Al Ain) Length of Service: 3 years and 4 months How has “Al Manara” benefited you? Al Manara was very beneficial as I was able to learn a lot about how to deal in better way with customers and provide them with better services.


Khaled Fayez Masarwa Current Position: Account Relationship Officer Branch: Al Bourj Avenue Length of Service: 3 years and 6 months How has “Al Manara� helped with your career? It gave me more self confidence.

21

Khaled Mousa El Sayed Current Position: Retail Sales Officer Branch: Al Ain Sanaiya Branch Length of Service: 5 years What were the challenges you faced? My challenge was to develop my tools and improve my performance to understand how I would be able to make a real difference and be the best to learn and grow.


Mahmoud AlHarthy Current Position: Retail Sales Assistant Branch: Al Yahar branch Length of Service: 1 year and 5 months

22

What program in particular did you enjoy and find most relevant to your role? As a customer service officer I deal directly with customers and so Introduction to Sales was most relevant to my role.

Maitha Mohammed Al Shamsi Current Position: Personal Credit Officer Branch: Sweihan Branch Length of Service: 1 year and 10 months


Mansour Juma Alnaqbi Current Position: Retail Sales Assistant Branch: Deira Branch Length of Service: 9 Months What program in particular did you enjoy and find most relevant to your role? The asset program because it covered one of my favorite products - “Credit Card”. 23

Mariam Mohamed Al Mansouri Current Position: Senior Retail Sales Officer Branch: Fujairah Branch Length of Service: 6 Years How has “Al Manara” benefited you? Al Manara has developed my over all skills such as my communication and selling skills.


Mariam Omran Current Position: Retail Sales Officer Branch: Deira Length of Service: 8 Months How have you implemented what you have learned from Level 1? By welcoming the customers and selling the products. 24

Maryam Abdulhamid Saraj Current Position: Retail Sales Officer Branch: Deira Length of Service: 1 year and 8 months What program in particular did you enjoy and find most relevant to your role? Introduction to sales.


Maryam Obaid Tewerash Current Position: Retail Sales Officer Branch: Umm Al Quwain Branch Length of Service: 2 years and 8 months How have you implemented what you have learned from Level 1? By using the information I have learnt to serve customers in a professional manner. 25

Meera Jumah AlKaabi Current Position: Retail Sales Assistant Branch: Al Bourj Avenue Branch Length of Service: 2 years What were the challenges you faced? The most challenging part was the final exam because we were forced to face the camera through the whole test.


Mohammad Ahmad Ahli Current Position: Retail Sales Officer Branch: Bur Dubai Length of Service: 1 Years 10 Months

26

Mohamed Moustafa Attaby Current Position: Retail Sales Officer Branch: Liwa Branch Length of Service: 5 Years What were the challenges you faced? Enhancing cross selling skills, influencing customers to accept my ideas and recommendations as well as initiating changes.


Mohamed Shazly Elnagar Current Position: Personal Credit Officer Branch: Al Salam Street Branch Length of Service: 7 years How have you implemented what you have learned from Level 1? I was the Top performing staff in the bank for credit card sales as I acquired the highest NBAD cards sales for April 2011.

Motassim Moutaz Ben Khadra Current Position: Personal Credit Officer Branch: Ruwais Branch Length of Service: 3 Years What program in particular did you enjoy and find most relevant to your role? Introduction to sales.

27


Nadia Talat Jaber Current Position: Customer Service Officer Branch: Al Nada Ladies Br. Length of Service: 5 years

28

How have you implemented what you have learned from Level 1? The training helped me dealing with customers specially when I face any problem. Moreover, the training shows us the positive side in everything that belong to our work. I feel more confident and powerful while doing my job.

Nancy Sami Shalaby Current Position: Personal Banking manager Branch: Main Branch Length of Service: 6 years How has “Al Manara” benefited you? “Al Manara” certification project helped in providing a unique service to all our customers which in turn has lead to increasing the crossselling ratio and setting the standards of knowledge, skill and behaviour for the required role.


Najla Rashed Alsaraidy Current Position: Senior Retail Sales Officer Branch: Fujairah Length of Service: 9 years How has “Al Manara� helped with your career? Many things we learned and we are doing now in our work. 29

Niyas Mohammad Abdurahiman Current Position: Retail Sales Officer Branch: Mussafah Branch Length of Service: 5 years What program in particular did you enjoy and find most relevant to your role? Role Playing which was the best as I could understand how the customer feels and then use this experience to satisfy their needs.


Ramy Ramadan Bashier Current Position: Retail Sales Officer Branch: Bur Dubai Branch Length of Service: 4 years What program in particular did you enjoy and find most relevant to your role? Customer services and sales skills and liabilities and assets. 30

Rashid Ahmad Ali Current Position: Retail Sales Officer Branch: Deira Length of Service: 1 Year How have you implemented what you have learned from Level 1? By selling NBADs products to customers.


Rim Mohammed Taha Current Position: Retail Sales Officer Branch: Marina Mall Branch Length of Service: 1 Year & 7 month What program in particular did you enjoy and find most relevant to your role? All programs were relevant to my role as I am working a customer service officer and my role is to provide service to all our customers.

Samah Eid Mirghany Current Position: Retail Sales Officer Branch: Madinat Zayed Length of Service: 4 years and 9 months What were the challenges you faced? Influencing customers to accept my ideas and recommendations, initiating changes and enhancing cross selling skills.

31


Shaikha Rashed Al Yammahi Current Position: Retail Sales Officer Branch: Dibba Length of Service: 2 Year and 6 Months How have you implemented what you have learned from Level 1? Level 1 encourage us to go ahead and do our best. 32

Shaimaa S. Saad Current Position: Retail Sales Officer Branch: Al Qouz Branch Length of Service: Bank: 3.8 years. Branch : 1.5 years How has “Al Manara” helped with your career? it improved my customer service skills ,expanded my knowledge about the bank’s products, gave me confidence and helped me in facing some difficulties where I was finding in my job, improved my sales techniques and gave me much more ideas on how can we attract and influence our customers.


Shamsa Juma Al Kitbi Current Position: Senior Retail Sales Officer Branch: Al Madam Branch Length of Service: 3 years How has “Al Manara� benefited you? It has helped me to establish good relationships with other branch staff and in improving my sales and service skills. 33

Shatha Ali Albanna Current Position: Retail Sales Officer Branch: Bur Dubai Length of Service: 3 Years


Yazan Hani Azar Current Position: Retail Sales Officer Branch: Dubai Mall Branch Length of Service: 4 Years How has “Al Manara� helped with your career? It helped me to do more business and to present myself and my bank in a professional way. 34

Yousef Mohammed Alkaabi Current Position: Retail Sales Officer Branch: Umm Al Quwain Branch Length of Service: 3 years and 8 months What program in particular did you enjoy and find most relevant to your role? Cross selling and sales techniques.


TROPHIES To commemorate the successful completion of Al Manara Certification program, an exclusive “Crystal Trophy� will be given to all graduates. These unique trophies have been designed to represent each level of the Al Manara certification. Graduates will be entitled to receive the complete set of the crystal trophy on the successful completion of all the certification levels respective to their roles. Today, we are delighted to award the first piece of this trophy to all our successful graduates on completion of level 1 Al Manara certification. 35


WHAT IS COMING NEXT? Level two certification, starts in October 2011.



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