Middle East Quality Association (MEQA) Middle East Quality Association (MEQA)

ConferenceConference

Union National Bank’s Journey of Excellence through Union National Bank’s Journey of Excellence through

the Implementation of Integrated Management Systemthe Implementation of Integrated Management System

Jeddah, Saudi ArabiaJeddah, Saudi Arabia

April April 20132013

Union National Bank (UNB)

United Arab Emirates

UNB Qatar

UNB Shanghai

UNB Kuwait

UNB Egypt

UNB Group Offices - Worldwide

Union National Bank

Union Brokerage Company

Al Wifaq Finance Company

Injaz Marketing Management

UNB Group in UAE

Vision & Mission

Vision (2010 – 2018)

• To be the best in class for the banking industry in the UAE.

Mission (2013 – 2015)

• Through innovation, staff well-being and outstanding customer

service, we will grow shareholder value and maintain our

financial stability

Shared Core Values

Customer Focus

Continually exceeding customer

expectations for quality and

responsiveness Nurturing Staff

Skilled, trusted empowered and

committed people are our key

resource Integrity and Transparency

Honesty and openness in all that

we say and do

Continuous Improvement

Constantly adapting to changing

situations and generating ideas for

organisational self-improvement

Team Spirit

One Bank, One Team, Common

Goals

Best Practice

Adoption of Best Practices

wherever and whenever feasible Responsible Community

Membership

Contributing to the community and

society in a meaningful and

strategic way

About UNB

• Union National Bank (UNB) is a public joint stock company, incorporated under the laws of the United Arab Emirates (UAE), in 1982

• UNB has the honour of having H.H. Sheikh Nahayan Mabarak Al Nahayan, Minister of Higher Education & Scientific Research, UAE as its Chairman

• Headquartered in Abu Dhabi, UNB is the only Bank in the UAE, with its shareholding held by Governments of both Abu Dhabi and Dubai. The Bank’s shareholding structure is as follows:

– 60 % Government (Comprising):

• 50% Abu Dhabi Investment Council

• 10% Investment Corporation of Dubai

– 40% Public (Local and Expatriate).

About UNB (Cont’d)

• Staff strength of over 1500 from a mix of over 30 nationalities

ranging from Middle East & North Africa, Sub-continent, Asia

Pacific, Europe & Others

• UNB fully complies with the regulations and guidelines of UAE

Central Bank, Abu Dhabi Securities Exchange, Dubai Financial

Markets, Securities & Commodities Authority and Dubai Financial

Services Authority

• The Bank’s Shares are listed on the Abu Dhabi Security Exchange.

Service Delivery

• UNB serves its customers through a wide network of 57 branches, 187 ATMs and 12

Cash Deposit Machines across the UAE and select markets of the region

• Corporate Banking customers are serviced through Corporate Banking Centres and

Industry specific teams

• Uninet Internet Banking for Retail and Corporate customers

• Unicall Telephone Banking (IVR) and 24x7 Call Centre (600 566 665)

• SMS notification service (Push & Pull)

• Private Banking customers are serviced through RMs at dedicated

• Islamic Banking clients are serviced through UNB subsidiary Al Wifaq Finance

Company as well as UNB branches

• Dedicated Customer Care Unit, certified to ISO 10002, handles customer feedback

Business Units within UNB

• Retail Banking Group

• Small & Medium Enterprises (SMEs)

• Corporate Banking Group

• Treasury & Investments Group

• Financial Institutions & Structured Finance Division

• Private Banking and Wealth Management Division

• Islamic Banking Group

Key Financial Indicators

1441.2

1157.61350

1500.4 1602

2008 2009 2010 2011 2012

Net Profit (AED Million)

65.275.7

81.8 82.5 87.1

Assets (AED Billion)

2.4

1.6 1.7 1.8

2.7

Return on Average Assets (%)

19.9

14.5 14.9 14.6 14

Return on Average Equity (%)

Key Customer Indicators

84

85

88

87 87

2008 2009 2010 2011 2012

Retail Banking Customer Satisfaction (%)

% Satisfaction Target

RBG - Benchmarking Survey (%)

78 79

84

75

80

85

75 75

80

88

76 77

81

87

80

7577

81

87

81

ACSI UKCSI UNB Norm UNB Satisfaction Key Bank Index

2008 2009 2010 2011 2012

Corporate Banking Customer Satisfaction

81 81

79

82

84

2008 2009 2010 2011 2012

% Satisfaction Target

CBG - Benchmarking Survey- 2007-2012 (%)

80 8181 8180 7981 82

69

81 8477

UNB Norm UNB Satisfaction Key Banks Index

2008 2009 2010 2011 2012

Commitment to Quality

• UNB Senior Management has resourced a dedicated TQM Department under

the Management Services Group entrusted with the following broad functions:

• Implementation of Integrated Management System comprising of ISO 9001

(QMS), ISO 14001 (EMS), OHSAS 18001 and ISO 10002 (Complaints

Management)

• Promote and participate in Business Excellence Awards

• Process Improvements, Measurements and SLA Tracking

• Service Standards, their Evaluation and Compliance

• Strategic Inputs to Business and Support Groups

• Customer Feedback Management through Customer Care Unit

• Promote Employee Involvement through ‘The CHALLENGE’ - Staff Suggestion

Scheme

Integrated Management System (IMS)

ISO 9001:2008 (Quality Management Systems)

ISO 14001:2004 (Environmental Management Systems)

OHSAS 18001:2007 (Occupational Health & Safety

Management Systems)

ISO 10002 (Complaint Handling)

ISO 27001 (Information Security) – In Progress

ISO 31000 (Risk Management) – In Progress

ISO 26000 (Social Responsibility) – In Progress

Integrated Management System (IMS)

Started the journey in May 2010

Cross functional team identified and trained on EMS & OHSAS

requirements

Pool of around 40 ISO/IMS internal auditors trained and certified

across the organization.

Trained pool of ISO/IMS auditors act as change agents

Bank-wide ‘Gap Analysis’ conducted

Aspects & Hazards Register compiled for each location (more

than 80 A&H registers bank-wide)

Integrated Management System (IMS)

Certified for EMS & OHSAS in Dec 2010

Integrated with QMS in May 2011

UNB has become the first Commercial Bank in the world to be certified

to the Integrated Management System by LRQA

Resulted in enhanced awareness among staff on Environment, Health

& Safety, Quality and Complaints Management

6 monthly internal & surveillance (external) audits for review and

improvement of management systems

Bi-annual management reviews

Several Initiatives and infrastructure changes introduced to support

UNB’s commitment (outlined in the IMS Policy) for Quality, Health,

Safety and Environment. Examples are listed in the following slides.

IMS – Quality

Product knowledge / awareness of procedures and controls

Process reviews and improvements

Training needs

Assessment of Service Standards

SLA measurement & monitoring

Benchmarking

Management of customer feedback including root cause

analysis

Document control and management of old records

IMS – Environment

Reduction in paper consumption (Printing on recycled paper,

Encouraging double sided printing, e-reports, ‘do not print unless

required’ philosophy)

Reduction in energy consumption (AC Controls, energy saving lights,

individual switches, motion-sensors

Reduction in water consumption (Water saving devices such as

aerated nozzles, sensor based / lever based taps, half / full flush in

WCs)

Waste Management Policy and agreement with external

agencies/vendors for environment friendly disposal of (a) Paper,

Plastics, Tin, Glass (b) E-waste such as Toners/Cartridges,

computer hardware, copiers, fax machines

IMS - Health & Safety

Healthy work practices – (LCD monitors, ergonomic chairs, health tips available on Public Folders)

Installation and usage of hand sanitizers

Identified emergency situations (Fire, Medical & Hostage Situation)

Mock drills on identified emergency situations

Trained Fire wardens and first aiders

Portability Appliance Testing (PAT) for all electrical equipment (PCs, printers, kitchen appliances)

Display Screen Equipment (DSE)

Indoor Air Quality Monitoring

Noise and LUX (lighting) Measurements

Year ISO / IMS Certifications

2002 ISO 9001 certification for entire bank (front and back office)

2005 ISO 9001 certificate renewal

2008 ISO 9001 certificate renewals with enhanced scope covering PB & WM

2009 ISO 9001 certification upgraded to 2009 version

2009 ISO 9001 certification for UNB subsidiary, Union Brokerage Company

2011 IMS certification for the entire bank covering Quality, Environmental and Health & Safety standards (ISO 9001, ISO 14000 & OHSAS 18001)

2012 IMS certification for UNB subsidiaries, Union Brokerage Company and Al Wifaq Finance Company

2012 ISO 10002 certification to UNB for its Customer Feedback and Complaint Management System. Certificate renewed in 2013

2012 IMS certification for UNB subsidiary, Injaz Marketing Management

UNB Group’s Journey of Excellence

through ISO and IMS

Year Awards & Accolades

2002 Sheikh Khalifa Excellence Award (SKEA) from Abu Dhabi Chamber

2005 Dubai Quality Award from Department of Economic Development, Dubai

2005 SKEA Gold from Abu Dhabi Chamber

2009 MRM Business Award from Dubai Chamber

2009 SKEA Gold from Abu Dhabi Chamber

2009 Dubai Quality Award from Department of Economic Development, Dubai

2012 MRM Business Award from Dubai Chamber

2012 First Bank to win the SKEA Diamond from Abu Dhabi Chamber

UNB Group’s Journey of Excellence

through Business Excellence Awards

Year Awards & Accolades

2011 Stevie Distinguished Honoree for ‘Company of the Year - Financial Services’ at IBA

2011 Stevie Distinguished Honoree for ‘Executive of the Year for UNB CEO at the IBA

2011 The People’s Choice Stevie Awards for Favourite Companies at the IBA

2011 Recognized as ‘Dream Company to Work For’ at the ‘Asian Leadership Awards

2011 Brand Leadership Award at the Global Awards for Brand Excellence to UNB CEO

2011 UNB amongst 50 safest Banks in the Emerging Markets by Global Finance

2011 Golden Award for Quality from Arab Administrative Development Organization & Tatweej

2011 Recognized in the World Finance 100 list

2012 Best Savings Product for UNB Smart Account, Best SME Product for UNB Medic Loan at the Banker Middle East Product Awards

2012 The International Socrates Award for the “Best Enterprise” from the Europe Business Assembly.

2012 The “European Award for Best Practices 2012 in the Gold Category” from ESQR

UNB Group’s Journey of Excellence

Regional & International Awards (Cont’d)

Year Awards & Accolades

2012 'A+' Rating by Global Reporting Initiatives for UNB's Sustainability Programme

2012 International Diamond Prize for Customer Satisfaction 2012, presented by ESQR

2012 Golden Europe Award for Quality & Commercial Prestige, presented by OMAC

2012 Best Banking Group in UAE at the World Finance Banking Awards

2012 Lifetime Achievement Award to UNB CEO at The Asian Leadership Awards

2012 Brand Excellence Awards for UNB at The Asian Leadership Awards

2012 International European Quality Award from Europe Business Assembly, UK

2012 Global Award for Perfection, Quality & Ideal Performance by OMAC

2012 International Diamond Prize for Excellence in Quality 2012 in the Platinum Category by ESQR

2012 Leadership Programme Award at the Middle East HR Excellence Awards

2013 UNB recognized amongst top 10 ADX Companies at the ‘Top 100 Abu Dhabi Companies’ at the Business in Abu Dhabi initiative.

UNB Group’s Journey of Excellence

Regional & International Awards (Cont’d)

Way Forward

EFQM Excellence Award

Dubai Quality Award – Gold Category

IMS Certification for UNB Subsidiaries (UNB Egypt, Other Overseas Branches

ISO 27001 (Information Security Management System)

ISO 31000 (Risk Management)

ISO 26000 (Social Responsibility)

Regional and International Quality and Business Excellence Awards

Continue to imbibe and share learning and good practices through participation in conferences on Quality and Business Excellence

Thank you for your time and patience.

Tarique Anjum Vice President & Departmental Manager, TQM

E-mail tarique.anjum@unb.ae Tel +971 2 6984346 Fax +971 2 6436077

Thank You