Operational Review | Business Services Group
Improved efficiency
adds value

Group Business Services had an excellent year, focusing on agility, risk, and improving the customer experience. As a result, our risk posture improved, our operating and service metrics were maintained (and in many cases improved), our platforms were reliable, and cost efficiency and productivity improvements were delivered as an on-going responsibility.

GBS launched major service initiatives during the year and demonstrated increased efficiency, including the delivery of financial targets and adding value to the Bank. GBS continued to attract and retain key staff across the Bank, including many UAE nationals.

Among the year’s key achievements for GBS was the award of ISO 9001:2008 certification, one of the largest assessments in the region. In 2012 GBS met its budget and delivered solid financial performance. Operating costs exceeded commitment and resulted in a net positive contribution to the Bank’s 2012 operating profit. The disciplined allocation of capital expenditure was overseen by GBS through the Capital Expenditure Committee, and supported the Senior Management Committee and the Strategic Management Executive Committee meetings.

Group Operations within GBS recorded low error rates and actual operational losses, and was responsible for maintaining zero ‘high-risk’ branches across the ADCB network. Account opening increased by 30% and there was a 37% increase in customer logins to ADCB@ctive.

Technology Services within GBS partnered with the Consumer Banking Group to launch ADCB Mobile Banking. The Technology Transformation blueprint was created and confirmed, which addresses IT sustainability at ADCB and places the Bank on a solid but agile platform for future growth.

Work on the Five-Year Strategy was supported by GBS’s Group Strategy and Change division, defining ADCB’s future direction. Teams across the Bank worked together towards this common goal.

GBS implemented dramatic changes in service improvements in 2012, including:

  • Launching customer service improvement projects, resulting in reduced rework rates and turnaround times
  • Contributing to a 30% reduction in customer complaints at the end of 2012
  • Enabling more than 2,000 staff to be trained in Toward Service Excellence programmes

GBS also supported delivery of the ADCB India Transformation Project, ADCP service and operational excellence initiatives, Corporate Credit process re-engineering, and the Branch Distribution strategy definition.

Business partner engagement remained a key focus throughout 2012 and GBS service costing was launched, providing business partners with greater transparency on costs.

Among notable awards received were Distinguished Women in Banking and Finance presented to the Head of Consumer Banking Operations, and three separate awards from Deutsche Bank, JP Morgan Chase, and Commerzbank for exceptional international straight through payment processing.

GBS launched major service initiatives during the year and demonstrated increased efficiency, including the delivery of financial targets and adding value to the Bank.


Among the year’s key achievements for GBS was the award of ISO 9001:2008 certification, one of the largest assessments in the region.


Work on the Five-Year Strategy was supported by GBS’s Group Strategy and Change division, defining ADCB’s future direction. Teams across the Bank worked together towards this common goal.