Consumer Banking Group (CBG)

We significantly strengthened our retail franchise in 2019. Our increased scale means we can do more for our customers, supporting them through our multi-channel sales and distribution footprint and an expanded branch network in the UAE. As at 31 December 2019, total assets for Consumer Banking stood at AED 108 billion whilst total liabilities were AED 86 billion.

WHAT WE DO

The Consumer Banking Group (CBG) supports our retail and high-net-worth customers with a range of specialist products and services in conventional and Shari’ah-compliant banking. We have 72 branches across the UAE, five digital uBank centres, over 450 ATMs, a 24/7 contact centre, leading online and mobile banking applications and a strong direct sales force.

BRAND INTEGRATION

One of the most significant events in the year was the combination of our branch network under the ADCB brand in preparation for our first day as a combined entity — ‘Customer Day One’.

Within only five months of the legal merger of ADCB and UNB on 1 May 2019, we combined the branch and ATM networks in the UAE and rolled out the ADCB brand across all customer channels. Since early October, we have served all of our customers, whether ADCB or former UNB, at an expanded network of 72 branches and more than 450 ATMs, providing consistent and high-quality service. This was a key milestone in delivering a unified and enhanced banking experience to over one million customers under the ADCB brand.

Business Review graphic

Customer Day One

Over one weekend in October we:

  • Rebranded 24 former UNB branches with ADCB signage and every other touchpoint
  • Removed 230 former UNB ATMs and replaced them with more than 80 new ADCB machines
  • Set up a command centre with more than 40 people to monitor and resolve issues from branches on the spot
  • Rebranded 15 digital channels and interconnected 30 platforms

We spent months carefully planning and preparing for the switch, working with teams from across the two banks to accelerate our progress toward full integration. It was essential to provide seamless interoperability between ADCB and former UNB branches to ensure that customers could continue to carry out their daily transactions without disruption.

Interoperability ensured that ADCB customers could be served at former UNB branches and ATMs, and UNB customers could do the same at ADCB. Customers welcomed the transition, with interoperable transactions immediately accounting for a high proportion of total branch transactions.

This success was the result of detailed planning, close cross-functional coordination and rigorous operational implementation. Extensive staff training ensured consistent service standards across the Bank, while a phased communication campaign provided customers with timely information on all changes and new banking opportunities.

72

Branches

450+

ATMs

1 million+

Customers

CUSTOMER FOCUS
PRIVATE BANKING
DIGITAL ENHANCEMENT
MERCHANT SERVICES
ISLAMIC BANKING