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Two National Bank of Abu Dhabi (NBAD) departments have achieved ISO9001 certification, joining 20 other departments across the Bankas part of the Bank’s ISO 9001 Certification Programme driving commitment to quality service delivery.
NBAD’s Cash Management Services and Reconciliation Department received ISO 9001:2008 Certification - Quality Management Standards by Lloyds Register Quality Assurance (LRQA), one of the world’s leading accreditation bodies. Both departments are part of NBAD’s Group Operations Division.
“ObtainingISO certification requires departments to put in place a number of improvements to align to the standard which include formalizing their processes and process performance measures, service standards and customer feedback mechanism which enable the departments to drive forward a higher level of client engagement and service delivery,” saysKhalaf Al Dhaheri, Senior Managing Director & Group Chief Operating Officer.“We expect all our ISO certified departments to drive value from their certification by delivering exceptional and responsive service to both internal and external customers.”
Pursuit of ISO certification across the Bank reflectsNBAD’s commitment to deliver exceptional service to its customers in line with the banks customer value proposition.
NBAD’s Cash Management Services manages the flow of cash and collection of cheques throughout NBAD branches, ATMs, CDMs and other customer’s network throughout the UAE.
“We welcome the adoption and strict compliance of ISO standards and guidelines to ensure we provide the highest quality of services,” says Zuhni Saqr, the Head of Cash Management Services at NBAD. “I thank and congratulate my team who worked hard to ensure we receive ISO certification and adapted to the new environment.”
The Reconciliation Department manages the critical reporting between the NBAD branch network and NBAD Operations.
“Achieving the ISO 9001 Certification re-affirms that Reconciliation Department consistently delivers high quality service. My team lifted their ‘game’ a notch to ensure we receive the ISO certification and we will continue to maintain this standard,” says Abdullah Matar Al Taei, the Head of Reconciliation Department at NBAD.
NBAD has one of the largest branch and ATMs networks in the country, with nearly 125 branches and cash offices and 580 ATMs.
The ISO 9001 Quality Management certification is valid for three years. During that periodLRQA will conduct a Surveillance Audit once every nine months to review the effectiveness of the Quality Management System of these departments and progress on various improvement projects that are on-going.
NBAD’s Business Excellence teamat Enterprise Projects & Architecture Department prepares the Bank’s departments to align and qualify for ISO certification and oversees the successful maintenance of the standard by the 22 certified NBAD departments.
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