In line with the strategic orientations of the Bank, aimed toward optimal human capital investment, fostering growth and development in services offered to customers, and enabling employee aspirations for career development, the Human Capital Department worked, in 2023, on fostering human cadres and invest therein. This step stems from the Department’s belief in human capital as an essential driver for promoting the Bank’s market value within the banking sector, securing swift response to meet customers’ needs, and offering high-quality customer service.
Whereas we believe that employees, men and women alike, form the pillar and success factor of any company, we have continuously worked on intensifying human capital investment and development, thus enabling their development and task completion while providing them with various quality training programs seeking to hone their skills and prepare them for leadership positions. In 2023, focus was placed on the most significant areas of the banking sector, such as AML/CFT and compliance with the instructions issued by Palestine Monetary Authority and those in force within the field of information technology. As a result, seventy training programs were offered and attended by 1,500 employees of the Bank’s branches and departments.
وقد تركزت مجالات التدريب والتطوير خلال العام 2019 على عدة محاور من أهمها :
Focus was placed on Online Training and digital transformation aimed at supporting and developing our employees technical skills and reducing the use of environmental resources. Online training programs offered included the following:
In 2023, a comprehensive online training platform was launched in cooperation with Salalem for Training and Consulting. The platform covers multiple banking fields and seeks to train new employees, each within their field of work, and enable their performance in the banking field. In fact, the Human Capital Department essentially aims to train new employees to improve their banking-related knowledge. Training covered the below banking topics:
Training on credit cards was offered in cooperation with MasterCard. The training was attended by 120 employees of the Bank’s branches, Direct Sales Department, and Platinum Sales. Training was held online and was divided into multiple stages to provide employees with knowledge on credit cards.
Stemming from cybersecurity threats, where these threats pose major risks for employees and customers alike, an online training platform was launched in the field of information security. All employees can access the platform where they can take part in various training programs on information security.
In line with the Bank’s development plan seeking the development and adoption of a new banking system serving banking requirements and facilitating employees’ dealings with employees, a training plan was established and executed for training all employees of the Bank’s branches and departments to start using the new banking system as of the year’s onset. As a result, champions were selected from branches, the IT Department and Banking Operations Department, were selected for the implementation of the training plan and grant employees at all administrative levels the required skills to successfully use the banking system and complete their tasks.
Stemming from the Bank’s mission to encourage and enable employees to obtain professional certificates, each within their field of work, Treasury Department employees obtained the ACI Certificate. On the other hand, the AML Department’s employees received the CAMS Certificate, while the Compliance Department’s employees were granted the PAMLA Certificate. In addition to the aforementioned, it would be worthy to note, in this respect, that our employees in the Departments of Financial Affairs and Internal Audit have registered for and obtained various professional certificates.
We are constantly seeking to foster internal training and develop the Bank’s network of trainers, thus enabling them to successfully offer trainings to employees within many life and banking aspects. In this respect, focus was placed on many banking fields, including mainly:
Policy Objectives
Distribution based on gender
The National Bank invests in women at the workplace. In fact, it has always worked on fostering their skills, enhancing their capacities, and granting them the opportunity to compete for leadership positions. In this respect, women in leadership positions at TNB represented 31% at the end of 2023.
Bank’s Staff Educational Qualifications
TNB takes pride in its human cadre, mostly featuring young employees. It seeks to develop, foster, and equip its team with the most recent advancements in multiple fields, thus reflecting the Bank’s vision towards its human capital and its customers.
The table below offers an overview of the Bank’s staff educational qualifications as on December 31, 2023.
Volunteer work Program
Given the importance of volunteering and its role in strengthening employees’ sense of belonging to society and their sense of responsibility, the volunteer work program was established leading to several initiatives in 2023, most prominently:
“Share The Warmth” Donation Fund for Families in Need
The National Bank’s employees launched the “Share the Warmth” initiative to donate clothes, books, toys and food parcels to families in need, and a fund was established to collect such donations throughout the year. In 2023, winter clothes were donated. The project is coordinated by “Your Surplus” Association, which in turn distributes donations to families in need.
Volunteering with Injaz Palestine to prepare students for the Business Market
In 2023, TNB’s managers and employees volunteered with the Injaz Palestine Foundation to raise financial and banking awareness and knowledge among students in Palestinian schools and universities. These lectures, which are provided throughout the year, aim to prepare students for the world of business and financial transactions. They provide models for student companies which can be implemented on the ground. Under the supervision of The National Bank, a student company that produced environmentally friendly cleaning materials from tea was established and launched this year. During the closing ceremony of the 2023 Student Company Competition, the company won the best media coverage award.
Volunteering for the National Cleanliness Day
In cooperation with the Ramallah Municipality, The National Bank promoted a culture of volunteering and raised awareness of the importance of preserving the environment and keeping it clean and healthy. A group of TNB directors and employees participated in a cleaning campaign that included the vicinity of the Public Administration Building in Al-Masyoun, as part of the National Cleanliness Day campaign.
In line with the vision of TNB’s General Management and based on our commitment to provide outstanding service to our customers, we implemented the standards of quality service and excellence in sales channels, points of contact with the customer and internal departments. We developed supporting programs and systems to improve the quality and speed of service to our customers and improve their experience.
Building on the culture of service excellence and to promote customer loyalty, we measured the customer experience at all levels in multiple contact points, with periodic and unannounced field visits to branches, customer voice systems, phone calls and personal interviews with customers inside the branches. The aim was to analyze performance reports on institutional excellence and quality of service delivery. In addition, we communicate with all customers wishing to terminate their relationship with the bank to find out the reason and try to persuade them otherwise, analyze customer complaints to identify the root causes and adopt corrective and preventative measures, and coordinate with the various departments to improve and develop the service.
The Department of Institutional Excellence and Quality Control identified areas for continuous improvement and development for our employees. It focused on the human element in particular, through a program of employee suggestions and satisfaction surveys. It trained current and new employees on the standards of service quality and the customer service culture. It also monitored the development of employee and branch performance periodically to ensure that quality standards are implemented and a healthy work environment is in place for our employees. In addition, it adopted a system of material and moral rewards to motivate employees to excel when providing services to our customers. It developed the Mystery Customer Program, which had an impact on the customer experience by pushing for the adoption of the best international and local standards so that TNB ranks first in terms of service quality and customer satisfaction in line with its goals and vision.
