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BMFS M230 – Personal Finance Management-CLQ




Case Study by:-
1. Mohamed Al Awadi –H00128060.
2. Sultan Al Qubaisi –H00155827.
3. Saeed Al Shamsi –H002168903.
4. Rashed Al Marzouqi – H00154829
5. Mohamed Ateeq –H00216471
Agenda!
 Who is Who “Board Members?
 Al Hilal Bank Management.
 Al Hilal Bank Staff.
 Bank Customers.
 Al Hilal Bank TARGET.
 Why Al Hilal Bank
 Mission & Vision.
 What Al Hilal Bank Offer for you?
 Profit Rates.
 Service Monitor Programs.
 Did you know tips

                                     2
Who is Who
                      Board of Directors!




H.E. Mohammed
 Saif AlSwaidi
Al Hilal Bank Management




                      4
Al Hilal Bank Staff


      • 702 is the number of employees at
         al hilal
      • 200 is the number of Direct Sales
         Agents at al hilal
      • 40 is the number of different
         nationalities at al hilal Bank!




                                5
Bank Customers
•   The total number of customers is 35,659
•   The mix of customers between Retail & Corporate
    respectively is 98% & 2%
•   The average number of new customers per day is 48
•   The average deposit per customer is AED 467,672
•   The total number of Credit Cards is 2,061
•   The total number of Shopping Cards is 28,265




                               6
Giving customers a simple, fresh, memorable
experience when they do banking is Al Hilal
BankTarget!




                service
               excellenc
                   e




                           7
Why Al Hilal Bank         ?
  Because Al Hilal Bank is committed to delivering
  exceptional standards with a fresh and sophisticated
  approach believing that Banking is all about people,


  Not just any service but rather service
  excellence!!




                               8
Mission & Vision…
 Mission Statement
 To contribute to the UAE’s national growth and
 prosperity, whilst raising the positive profile of
 Islamic Banking globally, and therefore creating
 value to all stakeholders .
 Vision
 To consistently set new standards that re-define
 the Islamic Banking market across the world.
What Al Hilal Bank

                          offer for           you?
                               Corporate
                               Banking



                  Wealth
                  Management
                                           Safe deposit
                                           box

    Real Estate




                                10
Profit Rates
          Product        UAE National   Expat

 Personal Finance.           4%         4.5%

 Auto Finance.              3.99%       4.25%

 Home Finance.              5.99%       5.99%

 Construction Finance.       10%         N/A

 Goods Murabha.             8.99%       13.99%

 S.M.E                       9%          12%


                              11
service monitor program
              this program is designed to monitor the service
            performance (level) delivered by branch
 employees, call center agents & direct sales
                   agents.
            Al Hilal Bank follow 2   routes to get our evaluation
 reports   1 is by calling the customers back and 2 is by
                 listening to recorded calls

  with this program we evaluate      both the employee & the
                            management

                                       12
adopt a branch program
       this program entails us to spend around a
   weeks time in branches doing nothing but
   monitoring service violations &
   on site coaching on service improvements.
      during this visit, Audit may attend to employees
 issues and problems; have them recorded/
     logged, and discuss with the concerned
     management on ways to improve.



                               13
customer service workshops
this is a very interactive   workshop, where we share with
         branch staff live scenarios on     how to

  handle angry customers, phone techniques
aiming to spread awareness amongst branch teams and at
the same time provide   instant coaching on unacceptable
                     ways of dealing-ship




                                   14
customers’ voice program
     yes, AHB customer has a voice, heard and actioned.
AHB runs   4 programs to make sure our customers’ voice is heard
      Al hilal Customer Experience Index (ACE)
                  mystery shopping program
                  benchmarking program

      Complaint Management Program


      Customer Suggestions Program -


      Call Back Program ( 1st & 2nd Call Back)
                                    15
assess channels &                        e-channels!
 Al Hilal Bank assess the bank channels & e-channels addressing
              convenience, reliance,
     issues such as

cleanliness, user friendliness and more over
         its competitiveness.




  i.e. performance of   ATM & CCDM, are they friendly to use,
     do the screens follow a logical sequence of information,
                    are papers enough etc…



                                    16
Customer suggestion program
      this is the right program if you want your

  voice, creative thoughts to be heard
     and awarded if found creative enough!




 go to suggestions@alhilalbank.ae



                                    17
did you Knw
that…
Al Hilal Bank havebeen   awarded:

                    Islamic BANK!
                 BEST new
     BEST new CUSTOMER EXPERIENCE!
 BEST commercial and corporate bank in the UAE
    BEST structure banking award in Arab Region
   BEST technical Banking award in the Arab Region


and won the PAN ARAB                WEB AWARD!
                                    18
answering your questions?




            &
                19

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alhilal bank

  • 1. BMFS M230 – Personal Finance Management-CLQ Case Study by:- 1. Mohamed Al Awadi –H00128060. 2. Sultan Al Qubaisi –H00155827. 3. Saeed Al Shamsi –H002168903. 4. Rashed Al Marzouqi – H00154829 5. Mohamed Ateeq –H00216471
  • 2. Agenda! Who is Who “Board Members? Al Hilal Bank Management. Al Hilal Bank Staff. Bank Customers. Al Hilal Bank TARGET. Why Al Hilal Bank Mission & Vision. What Al Hilal Bank Offer for you? Profit Rates. Service Monitor Programs. Did you know tips 2
  • 3. Who is Who Board of Directors! H.E. Mohammed Saif AlSwaidi
  • 4. Al Hilal Bank Management 4
  • 5. Al Hilal Bank Staff • 702 is the number of employees at al hilal • 200 is the number of Direct Sales Agents at al hilal • 40 is the number of different nationalities at al hilal Bank! 5
  • 6. Bank Customers • The total number of customers is 35,659 • The mix of customers between Retail & Corporate respectively is 98% & 2% • The average number of new customers per day is 48 • The average deposit per customer is AED 467,672 • The total number of Credit Cards is 2,061 • The total number of Shopping Cards is 28,265 6
  • 7. Giving customers a simple, fresh, memorable experience when they do banking is Al Hilal BankTarget! service excellenc e 7
  • 8. Why Al Hilal Bank ? Because Al Hilal Bank is committed to delivering exceptional standards with a fresh and sophisticated approach believing that Banking is all about people, Not just any service but rather service excellence!! 8
  • 9. Mission & Vision… Mission Statement To contribute to the UAE’s national growth and prosperity, whilst raising the positive profile of Islamic Banking globally, and therefore creating value to all stakeholders . Vision To consistently set new standards that re-define the Islamic Banking market across the world.
  • 10. What Al Hilal Bank offer for you? Corporate Banking Wealth Management Safe deposit box Real Estate 10
  • 11. Profit Rates Product UAE National Expat Personal Finance. 4% 4.5% Auto Finance. 3.99% 4.25% Home Finance. 5.99% 5.99% Construction Finance. 10% N/A Goods Murabha. 8.99% 13.99% S.M.E 9% 12% 11
  • 12. service monitor program this program is designed to monitor the service performance (level) delivered by branch employees, call center agents & direct sales agents. Al Hilal Bank follow 2 routes to get our evaluation reports 1 is by calling the customers back and 2 is by listening to recorded calls with this program we evaluate both the employee & the management 12
  • 13. adopt a branch program this program entails us to spend around a weeks time in branches doing nothing but monitoring service violations & on site coaching on service improvements. during this visit, Audit may attend to employees issues and problems; have them recorded/ logged, and discuss with the concerned management on ways to improve. 13
  • 14. customer service workshops this is a very interactive workshop, where we share with branch staff live scenarios on how to handle angry customers, phone techniques aiming to spread awareness amongst branch teams and at the same time provide instant coaching on unacceptable ways of dealing-ship 14
  • 15. customers’ voice program yes, AHB customer has a voice, heard and actioned. AHB runs 4 programs to make sure our customers’ voice is heard Al hilal Customer Experience Index (ACE)  mystery shopping program  benchmarking program Complaint Management Program Customer Suggestions Program - Call Back Program ( 1st & 2nd Call Back) 15
  • 16. assess channels & e-channels! Al Hilal Bank assess the bank channels & e-channels addressing convenience, reliance, issues such as cleanliness, user friendliness and more over its competitiveness. i.e. performance of ATM & CCDM, are they friendly to use, do the screens follow a logical sequence of information, are papers enough etc… 16
  • 17. Customer suggestion program this is the right program if you want your voice, creative thoughts to be heard and awarded if found creative enough! go to suggestions@alhilalbank.ae 17
  • 18. did you Knw that… Al Hilal Bank havebeen awarded: Islamic BANK! BEST new BEST new CUSTOMER EXPERIENCE! BEST commercial and corporate bank in the UAE BEST structure banking award in Arab Region BEST technical Banking award in the Arab Region and won the PAN ARAB WEB AWARD! 18