Mr. Pishu Ganglani
Head of Business Re-Engineering and Excellence, Emirates Bank

Mr Ganglani built his Reengineering team at Emirates Bank since he joined them in 2005. It has been recognised as having delivered a significant impact within the bank. In 2006 his designs reduced customer waiting times by 80% while increasing teller productivity by 35%. He went on to introduce a Service-Sales programme at the call centre which currently delivers as much sales as the combined average of 17 branches. These result played an instrumental part in enabling the bank to achieve both the prestigious Shaikh Mohammed Bin Rashid Al Maktoum Business Quality Award in 2006, a Citation from the Dubai Quality Group as well as the Asian Bankers Innovation in Retail Banking Award in 2007. In February 2007 he launched a sales reengineering project with the bank’s mobile sales force and improved a Branch Teller Referral programme that now accounts for almost 15% of all business from the branches. With the recent announcement of a merger between Emirates Bank and the National Bank of Dubai, effectively forming the largest bank in the region, the team is responsible for integrating the branches of both banks while creating a unique customer experience. Prior to joining Emirates Bank, Mr Ganglani had worked with Reuters, Middle East. Among his professional qualifications he has completed both the Chartered Financial Analyst and Chartered Market Technician programmes.