Business Review Group Business Services (GBS)
2019 was a significant year for GBS, driven by growth and new opportunities at almost every level. The merger and the record-setting timeframe of the integration process was a key focus throughout the year, but did not stop us from delivering a superior customer experience.
The technology and operations teams continued to ensure the stability and security of our banking systems, while integrating the three banks. It was the powerhouse behind the processes that maintained a high level of support to all customers. Central to this was creating interoperability of the enlarged branch network and ATMs, which allowed ADCB and former UNB customers to use the combined banking network without disruption. The team also managed the seamless transition to a new credit card platform.
A significant portion of the GBS team was devoted to operational integration. Their role was to harmonise the multiple processes between the banks, ensure compatibility of our operations and the seamless integration of technology, while making certain that all aspects of the customer experience were considered.
Branch transition and interoperability was achieved in a 40-hour window between close of business on Thursday night and opening time on Saturday.
In preparation, a quality assurance team worked diligently to test the integrity of over 30 systems in the time leading up to Customer Day One, the day on which the two banks came together under the ADCB brand.
Over the Customer Day One weekend, we decommissioned the UNB brand across all digital and physical channels to create a unified and optimised branch network of 72 ADCB branches for our customers across the UAE. This required fully rebranding and updating 24 branches and 15 different systems, training for 1,000, enabling system access for 600 and the relocation of 200 employees.
To support this and to ensure the transition was delivered smoothly, we established a central command centre of more than 40 people, plus many supporting teams, to oversee the process in real time. The command centre received and resolved around 1,000 requests in the first week, from a total of nearly 50,000 transactions during the same period.
At the same time, we continued the pace of our digital transformation programme, including the launch of new applications and the enhancement of our online platform, ensuring our customers receive a faster, simpler and better experience. Elevating the customer experience at every touchpoint remains a priority.
BUSINESS REVIEW #CoLab inspires winning ideas
Capitalising on the digital passion and collaboration from colleagues across the Bank, GBS partnered with US tech company Plug and Play to host the first #CoLab hackathon in July 2019. The event took place at the Abu Dhabi Global Market Academy.
Siddiqa Abbas
1974–2020
Group Chief Operations Officer
It is with great sadness that we report our colleague Siddiqa Abbas passed away in February 2020. She was an influential presence throughout the 15 years she worked at ADCB.
She was the first female member of the Bank’s Management Executive Committee and made a significant contribution to ADCB’s culture and values. She was unwavering in her support for the development and success of UAE Nationals in the business and a strong advocate for change.
Appointed as Group Chief Operations Officer in 2018, she was instrumental in leading our digital transformation, helping to improve the efficiency of the Bank and consistently elevating the level of customer service.
Siddiqa will be remembered for her engaging personality, as well as her kindness, dedication, commitment, and tireless work that benefitted so many.
We pray for the almighty God to have mercy on her soul and grant her eternal rest.
