ADCB's business groups are enabled by collaborative support functions that bring high levels of professionalism and a passion for service to ensure that the Bank continues to be able to serve our stakeholders well. Group Business Services makes sure the Bank's technological and operational infrastructure remains robust, efficient and adaptive, whilst Human Resources supports the development of the Bank's greatest asset, our people.
Group Business Services focuses on keeping ADCB running and keeping it safe, and is responsible for the support functions, systems and enabling platforms that foster operational excellence, structural resilience and strength for the Bank. The Group is spearheading the transformative upgrade of the core banking system — the heart and lungs of the bank — and the integration of technologies that enable the Bank's ‘Grow Digital' agenda.
Going digital has many implications. It delivers an increasingly rich customer experience, with instantaneous access to information in the way and on the device the customer prefers, whether mobile, online or in conversation with our people. It also means further automation, going paperless to the greatest extent possible and embracing 100% straight-through processing with no human intervention or intermediation. The more effective the automation, the more we can drive out variation and, therefore, risk. We view going digital as an investment in both the customer experience and the strengthening of our risk posture.
The banking sector is nearing an inflection point as to digitisation. Five years ago, forward-looking banks were focused on what they could do to go digital. Now leading banks are preparing themselves for a new era of competition. We believe the winners will be those who lead with a consistently great customer experience, and who support that experience by refining and perfecting a digital sales and service model driven by perceptive analytics. The data-driven, digitally-born customer demands more agility and better mobility. ADCB has responded with the creation of an efficient digital ecosystem built to deliver a differentiated customer experience.
Group Business Services remains focused on the optimisation of the Bank's cost base. We instituted Itmam, ADCB's shared services centre, three years ago. In addition to Itmam, the group's responsibilities include: managing ADCB's ATM network; managing investments in and the implementation of new technology platforms; keeping technology systems operating and agile; helping to protect stakeholders from fraud; vendor management; management of capital expenditure projects; safeguarding physical security; providing facilities and workplace management solutions; payment processing; and, providing comprehensive online and mobile services to ADCB's customers. ADCB's world class customer experience management infrastructure, lean practice and major initiative support are also managed within the group.
Group Business Services continues to innovate, drive change and work diligently to ensure the ongoing success of ADCB.
In 2016 ADCB completed the largest Human Resources project in the history of the Bank, streamlining the job grading and titling framework. This facilitated the classification of jobs into competency-based categories and enabled the creation of more effective paths for career progression. Although the project did not affect employees' pay or benefits, it has involved significant change management efforts on the part of Human Resources and the business alike.
As the Bank grew over the past few years and expanded into exciting new areas of business, the number of job descriptions proliferated. The re-banding project has effectively reduced complexity, cutting the number of job descriptions in half. This involved intensive collaboration within the department and with all the businesses of the Bank, leveraging the strong partnerships that Human Resources has developed over time to effectively break through silos and deliver the new value proposition to the people of ADCB.
Job titles have transformed, stripping away layers of social titles and designations typical in banks, to become much clearer, simpler and more reflective of the function involved. This refreshingly straightforward approach has been embraced throughout the Bank.
The key to the success of the project is twofold: first communicating what we were doing across the Bank using all available channels; and second, having top-down support and strong participation from senior leadership.
In a related move, Human Resources is launching a new Career Management framework. Such initiatives empower our people to take charge of their development and progression, whilst ensuring more targeted and structured assessments at career transition points and a stronger link between performance and rewards.
Human Resources plays a proactive role within the Bank, engaging the businesses and leaders at every level. The group also is integral in tracking and promoting employee engagement. In its tenth year, the annual Employee Engagement Survey showed a participation rate of 88% and an outstanding and unprecedented level of employee engagement of 76% — a 6% increase over last year.
Automation of Human Resources processes continues, and now encompasses remedial performance programmes, issuing of letters and certificates and collection of medical documents. As the Central Bank mandates certain training to be conducted regularly, ADCB ensures it remains 100% compliant by using a suite of e-learning modules. An entire floor of our headquarters building is dedicated to a high-tech, state-of-the-art university for developing a high performance workforce, covering a full suite of functional, business and leadership competencies.
ADCB's commitment to Emiratisation is intensifying with new programmes being launched to fast-track Emirati citizens in leadership positions and in critical positions requiring complex expertise.
The success of ADCB's Tamooha initiative — providing a women-only workspace, telecommuting and part-time options for highly educated and skilled Emirati women who wish to work in a context more aligned to their traditional values — can be seen in its transition from an initiative housed within Human Resources, to now being an integral part of ADCB's Business Services organisation and one of its highest performing groups.
ADCB continues to cultivate high-calibre, customer-centric staff throughout the Bank — people who are passionate about excellence in customer service, innovation and collaboration. In this way, Human Resources is helping to deliver enduring, sustainable value for all our stakeholders.
The efforts and success of the Bank in this regard have been recognised by external authorities and monitors of the industry. At the 4th Annual GCC GOV Summit & Awards 2016, ADCB received the award for the “GCC GOV Most Distinctive Learning and Development Strategy” for the Relationship Manager Certification programme under the Wealth Academy. The Bank was also one of four finalists for the “GCC GOV Human Resources Team of the Year.” The GCC GOV awards are endorsed by the UAE Ministry of Human Resources & Emiratisation, and involve the participation of GCC government entities, semi-government entities, public sector organisations and private sector entities that are supported by government agencies. Additionally, ADCB Human Resources was also a finalist for the “Excellence in Cross-Border HR Programme” at the HR Asia Excellence Awards in Singapore.
At the prestigious Middle East HR Excellence Awards, the Bank received the “Innovation in Learning and Development” award for successful programmes that enhance organisational outcomes by directly linking the learning needs of employees to business needs. The annual Middle East HR Excellence Awards showcase the best Human Resources talent in the Middle East and honour Human Resources professionals in government and the private sector for their outstanding contributions in creating the high-performing workforce for the future.