At Mentor, we have frequently extended our services to provide comprehensive solutions for numerous prominent banks in the region. Here is one of the extensive projects that were implemented for various leading banks in the UAE and region.
As part of their major front office system upgrades, local branch networks needed to be improved to enhance internal structure. Mentor successfully worked with the client’s team to achieve this major milestone. On-site coaching, training as well as business help desk services on the client’s premises over the 9 month period of the project implementation were instrumental to ensure the success of the project.
Mentor’s team developed a plethora of supporting training materials including detailed system manuals, assessment materials and state of the art E-Learning modules. The project required planning and delivering training sessions to over 1100 staff members across 6 geographic regions. By running 8 simultaneous sessions per day across 4 locations at a time, Mentor managed to deliver more than 160 training sessions over a duration of 4000 man hours.
Onsite coaching, another critical aspect of the project, was provided for the entire network of branches in the UAE. Two to three day training sessions were delivered to employees from every branch ensuring ease of use and proficiency with the new system. With the tireless support of the business help desk team that ensured immediate response to inquires, Mentor guaranteed the timely resolution of all urgent issues by frequently coordinating and collaborating with IT and software vendors.
Mentor’s tangible success resulted in a partnership with the client. Sustaining knowledge internally for the client was paramount, whereby collaboration with the consulting team at Mentor and our client was deemed necessary for another year. The project clearly showcased Mentor’s capabilities and strength demonstrating our ability to deliver a major project with 20 dedicated team members that operate remotely in different locations.
Branch Managers completed a 5 day Branch Manager Empowerment Training program, which focused on leadership and managers’ roles in relation to customer service delivery, operational efficiencies and retail credit processes.
Interactive methodologies such as role play, collaborative discussions and exercises provided participants with the knowledge to identify and address current limitations. Trainees explored methods of developing and empowering their teams and methods to strengthen their rapport-building skills.
Additionally, the program also provided colleagues with networking opportunities for future collaborations. Through shared branch experiences and knowledge as well as ‘on the ground’ tactics, participants gained a better understanding of the principles and practices of leadership. This proved important to enhance their capabilities and confidence ultimately enabling them to be effective leaders. Discussions centering on Retail Credit and Risk were also well received and many of the participants showed interest in attending future training on similar subject matter.
As part of an initiative that aimed to educate bank employees about fraud, Mentor produced a 15 minute educational video in Arabic on the topic of bank fraud.
Our client had reported money loss through various transactions related to money movement, prompting Mentor to create a video to educate tellers and other employees within the bank on how to detect bank fraud. Mentor developed a script and storyboard that was acted out by employees of the bank, alongside animated infographics to ensure the best learning experience for viewers.
Our team was given the challenge of filming in one of the bank’s busiest branches during working hours, in order to produce the most realistic setting. Mentor’s operations and video production team was able to manage and mitigate setbacks that arose during the day of filming and produced output that was deemed “excellent” by our client.
Bank tellers represent the financial institutions they work for every time they interact with a customer. Doing a teller’s job with skill, precision, speed and congeniality is essential to improved customer experience and long term loyalty. Mentor helped trainees acquire these vital skills in intensive 10 day bank teller training programs. Program were subdivided into 2 modules were the first 5 days covered theoretical concepts and the next 5 days practical workshops. Mentor specifically designed these training courses for and with one of the bank’s most prominent clients.
Spanning 50 training days, 121 new tellers participated in role playing scenarios and hands-on training techniques designed to meet the standards and business practices of their employer. Upon completion of the course, new tellers were capable of navigating through the bank teller’s software application system, balance transactions and perform basic banking duties as well as have a general understanding of retail and Islamic banking.
Training programs for compliance, GST/Wholesale and treasury workshops were designed to be delivered using methodologies that would help ensure maximum retention by trainees. They were therefore designed to include interactive group discussions, simulation courses and gamification/storyline techniques to create content that is highly stimulating and engaging during the course of the workshop.
Compliance training introduced Anti-Money Laundering, which was delivered in an e-learning module and created to meet the learning requirements of all bank employees from the VP level and below. Stages 2 and 3 targeted a selective group of trainees and programs covered in these levels included FATCA, Correspondent Banking Risks, Sanctions Protective Measure and Trade Finance.
The GTS training solution was customized to fit the bank’s culture, service pillars and business strategy and was designed as a pre-prepared toolkit for internal and external trainers to conduct the program. The technical side was product based whereas the behavioral aspect addressed soft skills and key behavioral traits that needed to be aligned with the bank’s core values.
Relationship Managers were also empowered to cross sell Treasury solutions in the Cross Selling Treasury Solutions training program. The toolkit was developed and designed to fit the bank’s needs and products. Training was highly interactive with numerous activities and group discussions.
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