NBAD's Internet banking unit earns ISO 9001:2000 certification

The ISO 9001:2000 certificates was presented by Mr. Saif Al Shehhi - Senior General Manager, Domestic Banking Division, NBAD to Mr. Manoj Bhatia, Manager of NBAD's Internet banking unit, in a well- attended ceremony at the bank main office in Abu Dhabi.

'NBAD has won numerous excellence awards such as Middle East Excellence Award 2008, the Mohamed Bin Rashid Al Maktoum Business Award 2007, the Sheikh Khalifa Excellence Award, Dubai Quality Award, the Middle East e-Banking Country Award, the outstanding use of IT in Financial Services Award, and excellence award for Best use of Technology from Banker Middle East. The pursuit of ISO 9000 certification by our bank departments is part of our plan for continuous improvement,' said Mr. John Malouf, Head of NBAD's Retail Banking Group.

'NBAD was one of the first banks in the country to launch an internet banking portal for its customers in a highly secure environment. Our internet banking service has been a great success with many thousands of customers opting to transact via nbad Online on account of the convenience and unrestricted accessibility. We consider the ISO certification of our Internet Banking Unit as a milestone in the on-going growth and expansion of this important channel,' Mr. Malouf added.

'NBAD has a long-term commitment to continual improvement of all aspects of its services, systems and people to meet the expectations of our esteemed customers. Last year, the number of internet banking users grew by 30% and we are expecting it to continue in the years to come.'

'We constantly benchmark our performance with local, regional and global competitors. Improvement can only be achieved through a continuous process of assessment, measurement, and review and ISO 9000 provides an ideal approach for this,' he explained.

'ISO 9000 is a frame work to ensure; first, the improved understanding of customers requirements, second, customer satisfaction through continual improvement, and third, to defect prevention and process improvement. Therefore, it helps our Internet Banking Unit and the bank to ensure that business is conducted in an orderly and structured manner. It also ensures that time, money and other resources are utilised efficiently as well as effectively,' said Mr. Ahmed Al Naqbi, Senior Manager, Channels and Electronic Banking Services.

'Implementing ISO 9001 in Internet Banking Unit has helped us in systemizing the operations. It has helped us to focus towards customer service and provided us the distinctive advantage in our approach to customer satisfaction and utilising our resources efficiently and effectively,' Mr. Al Naqbi confirmed.

'Internet banking unit manages both the operations and customer support for nbadOnline channel. IBU is also responsible for managing Bank's multiple websites and NBAD Intranet,' said Mr. Manoj Bhatia, Manager - Internet banking unit.

'Implementing ISO standards at IBU is a milestone achieved and it will further enhance and streamline operations and enhance response time through clearly defined processes, checks and ability to measure the effectiveness of processes,' Mr. Manoj concluded

The department's staff were trained, supported and facilitated by NBAD's Business Excellence Department in line with the Bank's objective.