The National Learning Development Centre Business Essay

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Mashreq has provided banking and financial services to millions of customers and businesses since 1967. They are one of UAEs leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain.

Mashreq is invariably among the highest performing banks in the region. Last year they recorded a Net Profit of AED 803 million from a Total Operating Income of AED 4.4 billion over the same period. At the end of last year their Total Assets stood at AED 84.8 billion. 

their branch network extends across the UAE with one in every two households in the UAE banking with them.  They also have customer service centres in key retail locations and one of the largest ATM networks in the country.  They also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.

At Mashreq we are committed to continuous learning that allows us to adapt quickly, update and align ourselves with the dynamics of banking industry in a developing world.

With the aim of developing human resources potential and optimising effectiveness, the learning and development arm of Mashreq - Mashreq Learning Systems (MLS) - seeks to foster performance excellence, employee competence and provide leading-edge development solutions through various learning channels:

Internal, in-house, external trainings

Seminars, conferences and workshops

Structured on-the-job training

Learning Resource Centre

Independent learning opportunities via e-Learning, self study and action learning projects

Knowledge sharing sessions, best practice sessions

Audio and video sessions

MLS also gives employee access to courses in relevant subject areas in both basic and advanced levels.

Subject list

1) Banking and Finance

2) Systems & Technology

3) National Learning and Development

4) Behavioral Competency and Professional Skills Courses

5) Leadership Development

6) Psychometric Lab

To support the learning and development needs of the employees, MLS has established a learning centre at Dubai Outsource Zone and implemented a state-of-the-art Learning Management System to support learners for e-learning and classroom training.

Apart from the regular formal learning channels, mentoring and coaching initiatives have been institutionalised in the bank along with a strong partnership with world-class organisations to deliver leadership development programmes, which provides us a pipeline of leaders to support our growth.

The overall spectrum of services provided by MLS are as below

National learning & Development centre (NDLU)

Nurturing local talent essential to Mashreq's future. The NDLU is a specialised unit under MLS structured to focus attention to the learning and development needs of UAE nationals.

Motivation - the process of arousing and sustaining goal-directed behavior

Importance of Motivation

♦Motivation is essential because:

- Motivated employees are always looking for better ways to do a job.

- A motivated employee generally is more quality oriented

- Highly motivated workers are more productive than apathetic employees


The fourth principal HRM function, maintenance of human resources, encompasses HRM activities related to employee benefits, safety and health, and worker-management relations. Employee benefits are non-incentive-oriented compensation, such as health insurance and free parking, and are often used to transfer nontaxed compensation to employees. The three major categories of benefits managed by HRM managers are: employee services, such as purchasing plans, recreational activities, and legal services; vacations, holidays, and other allowed absences; and insurance, retirement, and health benefits. To successfully administer a benefits program, HRM professionals need to understand tax incentives, retirement investment plans, and purchasing power derived from a large base of employees.

Human resource maintenance activities related to safety and health usually entail compliance with federal laws that protect employees from hazards in the workplace. Regulations emanate from the federal Occupational Safety and Health Administration, for instance, and from state workers' compensation and federal Environmental Protection Agency laws. HRM managers must work to minimize the company's exposure to risk by implementing preventive safety and training programs. They are also typically charged with designing detailed procedures to document and handle injuries.

Maintenance tasks related to worker-management relations primarily entail: working with labor unions, handling grievances related to misconduct such as theft or sexual harassment, and devising systems to foster cooperation. Activities in this arena include contract negotiation, developing policies to accept and handle worker grievances, and administering programs to enhance communication and cooperation.


Acquisition duties consist of human resource planning for employees, which includes activities related to analyzing employment needs, determining the necessary skills for positions, identifying job and industry trends, and forecasting future employment levels and skill requirements. These tasks may be accomplished using such tools and techniques as questionnaires, interviews, statistical analysis, building skill inventories, and designing career path charts. Four specific goals of effective human resource planning are:

Sustaining stable workforce levels during ups and downs in output, which can reduce unnecessary employment costs and liabilities and increase employee morale that would otherwise suffer in the event of lay-offs.

Preventing a high turnover rate among younger recruits.

Reducing problems associated with replacing key decision makers in the event of an unexpected absence.

Making it possible for financial resource managers to efficiently plan departmental budgets.

The acquisition function also encompasses activities related to recruiting workers, such as designing evaluation tests and interview methods. Ideally, the chief goal is to hire the most-qualified candidates without encroaching on federal regulations or allowing decision makers to be influenced by unrelated stereotypes. HRM departments at some companies may choose to administer honesty or personality tests, or to test potential candidates for drug use. Recruitment responsibilities also include ensuring that the people in the organization are honest and adhere to strict government regulations pertaining to discrimination and privacy. To that end, human resource managers establish and document detailed recruiting and hiring procedures that protect applicants and diminish the risk of lawsuits.

Organizational Structure:-

The Process of HRM Planning

It demands the HR manager to first understand the business requirement. Only if he comprehends the nature and scope of the business, will he be able to employ those who will deliver the required performance. When it comes to engaging the manpower, the manager should have a keen eye for spotting the talent. It ensures that the workforce is competent enough the meet the targets.

Additionally, the existing 'talent pool' in the workplace should be taken into consideration, so that people with complimentary skills can be employed. The functions of the HR manager are varied, he has to assess the currently employed workforce and their shortcomings. Identifying these shortcomings goes a long way in choosing an efficient workforce.

While recruiting the new employees, the HR manager must calculate the expected workload. This way the HR department can design an accurate job profile and job expectations. Once you have the decided job descriptions, looking for candidates who fit the job will be easy. Don't be fooled by their qualifications, it is only the relevant experience that matters more. A good HR manager is one who has the zeal and passion to motivate his prospective employees to perform to their potential.

Human resource management & performance management

Human resource management (HRM) conducts performance management. Performance management systems consist of the activities and/or processes embraced by an organization in anticipation of improving employee performance, and therefore, organizational performance. Consequently, performance management is conducted at the organizational level and the individual level. At the organizational level, performance management oversees organizational performance and compares present performance with organizational performance goals. The achievement of these organizational performance goals depends on the performance of the individual organizational members. Therefore, measuring individual employee performance can prove to be a valuable performance management process for the purposes of HRM and for the organization. Many researchers would argue that "performance appraisal is one of the most important processes in Human Resource Management".

The performance management process begins with leadership within the organization creating a performance management policy Primarily, management governs performance by influencing employee performance input (e.g. training programs) and by providing feedback via output (i.e. performance assessment and appraisal). "The ultimate objective of a performance management process is to align individual performance with organizational performance". A very common and central process of performance management systems is performance appraisal (PA). The PA process should be able to inform employees about the "organization's goals, priorities, and expectations and how well they are contributing to them

Recruitment Process:-

Requisition Process:

Vacancies in the bank will arise for the following reasons:

Displacement of staff due to resignation, termination, transfers

Positions created in Manpower Plan for the Year

Positions in addition to the Manpower Plan (Requests for filling positions in excess of the approved 'headcount' shall require the prior approval of the Group Head and the CEO)

Internal or External Filling

The Staffing & Induction Manager or Recruitment Officer along with the Unit Manager will agree on the staffing strategy for filling the vacancy. While all vacancies across the bank need to be first advertised through Mashreq Careers; without prejudice to the above policy, under special circumstances and where there is a business need, certain specific jobs may not be internally advertised. All such exceptions would be under the approval of Manager - Recruitment & Staffing.

The staffing team shall ensure that each vacancy is closed within a stipulated time frame of 90 days from the date of activation of such vacancy.

Assessment Process

The bank follows an internationally accredited objective methodology of Ability testing as a standard assessment tool for vacancies up to a specific grade. These tests measure basic ability of candidates specific to skills required for jobs at particular levels across the bank. In addition to the above, the assessment process also includes panel or one to one interviews with HR and the line managers as well certain functional related tests specific to certain jobs across the bank.


From my opinion, the main reasons that make almashreq bank so successful are the facts that they are customer focused, because they act in the interest of their customers, seeking to exceed their expectations, that they're transparent and fair, they're clear and concise and open in all their communications, and treat customers and colleagues with fairness, respect and trust.

Another reason of their success is their progression, they're fast, agile and constantly think of ways to enhance customer experience, and their boldness, they challenge established practices and take smart risks, and they're also responsible because all employees take responsibility for the success of the bank and the satisfaction of the customers.