Personal Bankers Fly High with Certification Program at Emirates NBD (2017 Case Study)
- Claude Werder
- Learning and Development, Leadership Development, Human Resources
Personal Bankers Fly High with Certification Program at Emirates NBD (2017 Case Study)
To drive core business, Emirates NBD launched the High Flier Certification Program designed to strengthen the knowledge, skills, and attributes of Personal Banking Advisors (PBAs) who deal directly with customers. Topics include persuasive skills, problem solving, relationship management, customer retention, and cross-selling. After each module, participants in the blended-learning program complete assignments with coaching from their managers. The goal was to move PBA performance from good to great, and every participant in the first two cohorts sold two products for a total of 60 with a 28% increase in sales. Emirates NBD earned a Silver Award for Best Unique or Innovative Leadership Development Program in the 2017 Brandon Hall Group HCM Excellence Awards.
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