Banker Middle East Industry Awards 2011 Submission document questions: Name of Company: DOHA BANK Name of Category: Best Regional Retail Bank Please list the products and services you offer in the MENA region appropriate to this category: As per attached presentation Please list any major financial highlights of 2010 for your company. 1. The bank’s net profit reached QR 1,054 Million in comparison to 974 million in 2009, with a growth percentage of 8.3%. 2. The total assets rose from QR 46 billion in 2009 to QR 47.2 billion in 2010 i.e. growth percentage of 2.7%. 3. The total loans and advances rose from QR 25.9 billion in 2009 to QR 26.5 billion in 2010, i.e. 2.5 %. 4. Customers deposits grew by 10.5 % , where the total deposits rose from QR 27.9 billion in 2009 to QR 30.8 billion in 2010 5. The total equity of shareholders reached by the end of the year QR 6 billion i.e. increase of 3.1% from the previous year. Total number of employees: 1450 employees The Bank operates through 30 state-of- art branches in Qatar along with 3 international branch operations, 9 Total number of representative office operations, 6 branches/offices: Islamic branches, and 10 Electronic branches, 3 mobile units, 12 Pay offices and 115 ATMs. Please list countries served: 1. Full branch operations in Qatar, New York, Kuwait and Dubai (UAE) 2. Representative offices in China, Japan, Romania, Singapore, South Korea, Turkey and United Kingdom. 3. Brokerage and financial services JV in India Third largest commercial bank Estimated market share % as of March in Qatar with 16.2% retail and 2011 11.9% wholesale lending market share (Mar 10) Estimated % increase in market share 5% 2011 yield to date Estimated total number of clients YTD 170,000 April 2011 Estimated new clients as of Yield to 31000 date 2011 Please list what is unique about your offering in the Middle East. As per attached presentation Please list any new initiatives/products launched within the last 12 months. 1. Al Riyada Premium Banking 2. Al Dana Gold Awards 3. Doha Sooq e-commerce portal 4. D-Cardless, a new and easy way to withdraw cash without a card. 5. New Website 6. Mobile Phone Banking supporting Blackberry, iPhone and Androids 7. 25% cash back on all travel expenses worldwide card promotion 8. Innovative Insurance products including “Sayidaty a cancer cover insurance for women in Qatar” In 250 words please describe the major achievements of your company in 2010 appropriate to this category. In line with our corporate philosophy, we have focused on building Retail Banking business with the launch of our Premium Banking Unit which caters to high end clientele. Within a few short months of launch we have succeeded in converting millions worth of deposits and loans to our premium banking unit, Al Riyada, thus demonstrating our ability to serve and offer the best in customer service to the crème de la crème of Qatar’s elite. The Retail Banking Group has continually leveraged the technology investments made by the Bank and has enabled us to differentiate itself over the competition in all areas of self-service banking primarily delivered through state-of-the-art alternative channels. Our first multi currency withdrawal ATM was installed at the Doha International Airport during summer of 2010 and we followed this up with the launch of our Smart mobile phone banking service in March this year. The Retail Banking Group has embarked in the execution of a total transformation strategy to enhance the branches’ look & feel factors, coupled with continuing training and development of its human capital to increase the overall efficiency & productivity. This effort was recognized when we won the prestigious "Best Customer Service" award in May 2010 for our revolutionary "Tawasol - Customer Care Center" and its innovative "Customer Inquiry Tracking System" by the Banker Middle East. In 250 words please describe why your company should win this category. The Bank’s range of retail financial products and services is fairly exhaustive including: deposit product suite, loan product suite, credit card suite, debit cards, remittance product suite, alternative channel suite (online, mobile & SMS banking), brokerage services, bill payments and premium banking services. The Bank offers also multiple delivery channels – conventional branches, ATMs, phone banking, Internet Banking, SMS banking, Call Center and e-Branches / Pay-offices to provide uninterrupted 24/7 service to our customers. Our business strategy has continued to be customer-centric with a very aggressive role in sustaining market leadership in terms of product innovation and customer convenience despite the challenging market conditions owing to the Global Financial Crisis and related impact. Our novel promotions such as Al Dana Gold 2022 and the 25% cash back on travel expenses worldwide have taken the market by storm. Despite the fact that we have over 150,000 customers, this has further motivated us to provide only the best in Quality and efficient services via our wide network of branches and alternate channels to cater to all these customers. Our focus and emphasis is on quality and innovation. We have embarked on a project to transform the face of retail banking into Bank retailing with the first financial supermarket in the history of the GCC. Thus, it is our commitment to excellence in every sphere of retail banking that deserves us the award. Please include any supporting information and your corporate advertisement in this document. As per attached presentation A bank is a place where they lend you an umbrella when it begins to rain… Welcome to Retailing with that Bank. Launch of Smart Mobile Solutions in March 2011 Launch of the Al Riyada Premium Banking Unit catering a full fledge of exclusively tailored banking services premeditated to the unique financial objectives and expectations of high net worth clients in December 2010 Launch of Sayadaty, critical illness insurance product for women and Manzilouka a unique home contents insurance product, both the first of its kind in the market in November 2010 Launch of Doha Sooq in October 2010 , a retailing site built to offer merchants the ability to operate a world class e-commerce. This unique portal is powered by a sophisticated catalogue management system and secure mechanism for online payments for both merchants and people build to offer them the to operate a world- class e-commerce business. Launch D-Cardless , an innovative ATM withdrawal service. D-Cardless gives the privilege of sending money instantly to any beneficiary in Qatar swiftly and easily with no cards required for withdrawals even if the beneficiary is not a Doha Bank customer. Launch of the most rewarding credit card promotion in the region in the Summer of 2010 with 25% Cash back on travel expenses. Presented with the "Best Customer Service" award in May 2010 for the revolutionary "Tawasol - Customer Care Center" and its innovative "Customer Inquiry Tracking System" by Banker Middle East. The first Bank in Qatar to reward its customers with kilos of Gold with the Al Dana 2010-2011 schemes Evolving Into a ‘Sales Driven’ Culture Enhancing selling skills of all customer facing staff Introducing Tele-marketing and e-sales Enhanced Customer Services/Retention Transforming culture to customer centric Customer Care Center expansion/enhancement Upgrade Call Center channel and introduce outbound capability Market Segmentation Defining primary market segments to establish clear focus in meeting customer needs with appropriate products and services, Conducting Gap Analysis and Implementing a CRM System. Al Riyada Premium Banking Rolling out Al Riyada to 6 branches in 2011 Cross-Selling, Product Packaging & Bundling Simplification of the sales & account opening process Reconstructing Cards Business Developing new card products by segment Branding & Merchandising We are turning the branches into the most competitive advantage by utilizing interior design, strategic display placement which leads to a focused and cost effective retail sales environment. We are transforming the retail environment which will help shape customer behavior providing stimulating leads thus making it desirable for customers to transact with the bank and learn about and acquire financial products and services. Prototype branch construction has already started in the Gate. Concept Store Constructing the Financial Supermarket , a unique flagship store unlike any in the region mounted for product testing and usage and a two way customer communication and experience. This is where innovation meets customer centric products and services with a technological edge”. Increase Fee Income Pre-paid card strategy Increased pooled insurance products Enhance E-commerce business Introduction of Mobile Banking Cost Rationalization Migration of 90% of Retail deposit transactions to the new multi-function ATMs. Accounts Al Dana Deposits Current Account Al Dana Savings Account Upfront Fixed Deposit Savings Account Al Dana Young Saver Fixed Deposit Call Account Doha Millionaire Smart saver Deposits Green Account Al Dana Gold Services Alternative Channels D-Cardless ATM Withdrawals Dbank Online Automatic Vault Machine (AVM) Dbank SMS Vodaphone Direct Debit Dbank Dial OnlineBill Payments Dbank Remit Safe Locker Dbank e-Branch/Pay Offices ATM Credit Cards Loans Special Packages Dream Card Personal Loans Q's Pack Doha Bank AMEX card Card Loans Ladies Pack Dream Platinum Housing Loans Welcome Pack Green Card Education Loans Non Resident Indian (NRI) Click Card Marriage Loans Non Resident Lebanese (NRL) Pay Roll Card Personal Loans Monthly Rental Al Riyadha (Premium Banking) Top-Up Loans Credit Cards Schemes Festival Loans Buy now Pay Later Scheme Dream Loyalty Scheme Insurance Child Insurance Debit Cards Car Insurance Al Riyada Visa Platinum Travel Insurance Visa Electron Card Critical Illness for Women That fits every stage of our customers life cycle Smart Saver Instill the habit of Retirement Plans saving with our Al Al Riyada Wealth Dana Young Management Saver A/c’s services Smart Saver Vacation Planning Smart Saver Dream Cards with A/c’s for higher travel insurance/airport Cradle to Education planning lounge access Or Education Loans Grave AL DANA Savings Salary account packages for accounts LADIES, Upfront OIL & GAS Deposits/Personal EMPLOYEES, Loans/Home Marriage WELCOME PACK, Loans Loans EXPATS Doha Bank Assurance Company SME Financing Bancassurance Mortgage Financing International Relation Center catering to the various countries’ expatriates. Private Banking Dbank (responsible for all electronic delivery channels) Issued Across 3 major Schemes In 3 different currencies Across Card Types Credit , Debit ,Premium Debit ,Prepaid Internet Card ,SME ,Payroll, Eco The Most Generous Loyalty Program In Qatar: Customers earn Dream Loyalty Points on all transactions done through the Credit Card, across categories. The Only Instant Redemption Loyalty Program In Qatar: Unlike any other loyalty program, Doha Bank's Dream Loyalty Program allows cardholders to redeem your points instantly at any participating merchant without the delays and limitations of waiting for a voucher or choosing from a catalogue. Cardholder will have the choice to select from any item by just exchanging your Dream points. There are plenty of discounts and special offers in this program. The Doha Bank loyalty program claims superiority on four fronts- 1. Cardholders earn Dream Points on all card transactions (Cash and Purchase), unlike other programs that do not reward cash usage. 2. Dream Points can be redeemed against a variety of gifts from all categories of merchants, unlike the Air Miles program offered by big competitors. This flexibility allows cardholders to choose their benefits at the time of redemption. 3. Dream Points can be redeemed instantly at a number of merchants across the country, thus rewarding cardholders at the time of sale. In effect, this provides an instant discount to the cardholder at the time of redemption, at no cost to the merchant. 4. Unlike other loyalty programs, cardholders can choose to mix this benefit with any other regular merchant offer. Merchant Acquiring Seminar Held in 2010 GPRS Terminals These terminals provide the ultimate customer service solution for the service industry. The terminals had been introduced in 2007 with over 200 installed in the market. The Bank had invested in the latest model available in the market to provide the best solutions. Doha Bank has recently launched its Mobile Banking Application. Doha Bank is the first bank in Qatar to launch the application exclusive on the top three Smart Phone Technologies today i.e. BlackBerry, Android and IPhone. In the first phase of launch, we have covered the below transaction types:- 1. Account Balances and Last 20 Transactions 2. Credit Card Balances and Last 20 Transactions 3. Utility Bill Payments 4. Card Bill Payments 5. Own Account Fund transfers 6. Third Party Account Fund transfers 7. Overseas Remittances 8. Exchange Rates Compared to its competitors in the market, Doha Bank’s Mobile Banking Application is more user-friendly since the application was carefully developed keeping in the mind the native features of the smart phone devices, making it more easy for the users to use. The Bank offers multiple delivery channels – conventional branches, ATMs, phone banking, Internet Banking, SMS banking, Call Center and e-Branches / Pay-offices to provide uninterrupted 24/7 service to our customers. In partnership with Doha Bank, Vodafone Qatar has launched their revolutionary new service - Vodafone Money Transfer (VMT). The service enables Vodafone customers in Qatar to instantly make international money remittances directly from their mobile phone. This service is a major milestone not only in mobile telecommunications, but also in improving accessibility of financial services to low-income groups. The service will make it easier to send money overseas for the more than 1 million expatriates living in Qatar who send the bulk of their salary home to their family. Standardizing elements that establish the brand and which are an extension of the bank Creating a welcoming ambience& sales compatible atmosphere Supporting sales staff at branches Supporting the brand with a new ‘Graphic Signature” representing the Dhow drawn in Arabic Letters to be used as an additional design device Revitalizing all communications materials following a customer centric doctrine and a new look and feel FS is a perfect flagship store that will serve new comers to Qatar as it is a One Stop Shop where customers receive instant access to financial products and services making it the first of its kind in GCC. This is where you can see the spectacle of banking products that will be sold of the shelf. This is where you can understand ,test-drive and explore banking products because it’s the one place you can find everything including some of the most knowledgeable bankers. This is the most exciting destination for people looking for surprise and delight, for people searching for the up-to-the-minute trends in the market, for people looking for deal or bargain, for ease of service and for personalization and instant access to all they want. This is a destination where promotions never end, where people have access to everything happening in Qatar, where people can engage and learn. And that’s why we at Doha Bank Retailing excel.