Quality in focus as United Arab Bank pushes for rapid growth

Sharjah: In recent years United Arab Bank (UAB) has nearly doubled its branch network across the UAE.

The bank is planning to expand its footprint again with a special focus on Abu Dhabi.

Within a month, four more branches will be opened in Abu Dhabi at Abu Dhabi Airport Road, Reem Island, Khalidiya and Yas Island.

With a number of new branches planned in 2012, the network will reach more than 20 including the flagship head office branch at Al Buhaira Corniche in Sharjah.

By the end of the second quarter of this year, the bank's head office will move to a new 26-storey tower which it acquired last year.

"We bought the building at a very attractive valuation and the new space came at the right time to accommodate our expanding human resources," said Paul Trowbridge, chief executive officer.

As part of its expansion strategy, the bank has been investing in people, systems and physical infrastructure. Last weekend the bank implemented a new core banking system.

"For the past 38 years we were reliant on a computer system that we inherited from Societe Generale. In its days it was great, but with our growing business we badly needed a new one that supported our growing business requirements," Trowbridge said.

Product launches

While the bank is moving ahead with physical expansion and new product launches, it is also making investments in high quality service delivery.

"Recently we have outsourced quite a large part of our back office to Chennai. No small bank opts for outsourcing. These are a few unusual things we have done. The outsourcing is not aimed at cutting costs. It is aimed at providing better service," he said.

Historically, UAB has not been a retail bank. But with the kind of branch expansion and retail product offerings from the bank, it is undoubtedly adding emphasis to retail business.

Although Trowbridge insists that the bank is not a retail bank, he clearly wants a share of the retail business.

Specific segments

"I can't actually say that we want to be the leader in each of the niche segments of businesses we are in, but we want to be a clear leader in some parts of the retail market. We don't want to be a high street bank, what we are looking for are specific market segments where we can excel in some products and services," he said.

UAB is clearly targeting UAE nationals and the high earners in the expatriate communities.

"We certainly want a good share of business from the national population.

"But the truth is that we do not have specifically designed products for any specific customer segments," he said.