New facility designed to enhance productivity and improve customer service delivery
Dubai, UAE; November 17, 2015: Dubai Islamic Bank (DIB), the largest Islamic bank in the UAE, has introduced a ‘Virtual Branch’ facility, which will provide new and existing bank employees with the vital experience of the end to end business activities, in addition to cementing their understanding of banking operations. The initiative is also part of the bank’s ongoing ‘Customer First’ philosophy that has seen it invest heavily in a number of programs aimed at enhancing its customer-centric focus.
Designed to simulate a real DIB branch, the new facility consists of areas for tellers, customer service representatives, a help desk, and a branch manager, as well as a zone for automated services such as ATMs and cash deposit machines. By creating a ‘real world’ training environment, branch employees will learn to use the bank’s systems effectively and efficiently in order to enhance the quality of service offered to customers.
The ‘Virtual Branch’ is designed to be in line with DIB’s “Smart Bank” initiative, which aims to serve customers on the spot (0 days) or in up to 3 days. It will also enable staff to better assess and manage the risks associated with more complex services related to transactional banking and meeting compliance requirements, with the goal of enhancing efficiency and productivity, to improve the customer’s experience.
Commenting on the ‘Virtual Branch’, Obaid Al Shamsi, Chief of HR & Admin, Dubai Islamic Bank, said: “With one of the largest client bases in the country, we have taken to heart our ‘Customer First’ philosophy and invested heavily in training and developing our staff so that they are able to provide the highest standards of service. The introduction of our ‘Virtual Branch’ facility is yet another example of our ongoing development efforts as it will go a long way in further improving our day-to-day operations. To this end, the initiative is also emblematic of our belief that investing in the ongoing development of our staff is the most vital way in which we can continue to grow as a bank.”
Further reflective of the bank’s commitment to training its employees, DIB recently rolled out a development program to provide high-potential staff career growth opportunities to train them for future leadership roles. It has also been awarded multiple human resources development accolades for its efforts, and been recognised as one of the top 25 most attractive employers in the country.
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