Monthly Market Risk Update: March 2024 [SlideShare]
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
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3. Who is Who
Board of Directors!
H.E. Mohammed
Saif AlSwaidi
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!
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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
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7. Giving customers a simple, fresh, memorable
experience when they do banking is Al Hilal
BankTarget!
service
excellenc
e
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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!!
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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
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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%
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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
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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.
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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
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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)
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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…
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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
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18. did you Knw
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!
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