Begum Ghazal moved to Ireland from Kenya in 2007. “I have always known I wanted to work in a bank and follow my grandad’s footsteps,” she says. “My grandad [who worked in a bank] was my role model. I studied in Malaysia for my degree and was delighted to land my first job in a bank in Kenya as a graduate.” Begum got married in July 2007 and moved to Ireland to join her husband.
Following the 2008 recession she prioritised starting her family, had her first two children and worked locally part time. But she still had an ambition to work in banking. At the end of 2011 she applied for a job in AIB and interviewed along with hundreds of other applicants.
Begum hasn’t looked back since. “Fortunately, I was successful in my application and started my career in AIB in the Tallaght branch in Co Dublin in 2012. One of the requirements for my role on entry into the bank was the completion of additional educational qualifications such as the minimum competency code, accredited product adviser and diploma in qualified financial adviser (QFA) – which I started my journey on.”
Begum subsequently had a third child and completed her QFAs in 2017. “I am grateful for the support I got from my husband and kids to help me get through these exams, and to AIB for providing the tools such as additional study classes and study leave.
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“Through frequent one to one meetings with my line manager, and going through my career development planning, I started training in mortgages where I saw myself progressing. In 2018 I began to work in AIB in SuperValu Lucan, also in Co Dublin, which is primarily focused on supporting customers with their mortgages. This move really gave me a chance to broaden my knowledge in mortgages which made me ready to apply for a Homes Advisor Role in 2019.”
Begum says: “I am a naturally sociable individual and I love meeting and supporting customers and building a rapport with them. As a Homes Advisor, I was passionate about guiding customers through one of the most significant financial decisions of their lives and helping them make their dreams a reality.”
In January 2023 Begum was promoted to lead the team in SuperValu Lucan and a few months later with the support of her manager, colleague and mentor she applied for a branch manager role. She was promoted to branch manager in Dublin’s Cabra in September 2023 and in July 2024 became manager of the Rathfarnham branch.
“I’m always open to learning and AIB has supported me as a people leader by enrolling me on the Leadership for Growth programme and a Personal Development Programme. My advice? Everyone should have a mentor who will guide, support and encourage you in your personal development based on their knowledge and experience. Be open to learning. Be yourself and build a network where you can learn from others, and that will help you progress.
“Taking an interest in and supporting your customer in the best way possible helps build relationships. I enjoy going out to meet customers within the community and also take time interacting with customers in the branch and try to help them whenever I can. Only recently, I came across a customer who had a complex query and I was able to resolve this for her in the simplest way. I also took time to engage with her and updated her details which she was delighted with, and told me that she felt valued as a customer. It’s those small gestures that count and make the job worthwhile.”
AIB offers staff, such as Begum, a comprehensive range of supports including work-related study leave (subject to approval); Invest in You, a career development programme; and the Mentor Her programme, led by the AIB Women’s Network. These initiatives focus on supporting staff to reach their potential within AIB.
David McCormack, AIB Chief People Officer explains: “Career development in AIB is paramount to our people proposition. Our study leave reflects our commitment to investing in our people by providing them with the opportunity to pursue further education and skill development while balancing their work responsibilities. By supporting our staff in their academic endeavours, we not only empower them to reach their full potential but also strengthen our organisation as a whole, ensuring we remain at the forefront of the banking industry.”
Invest in You is a programme which promotes a variety of supports available to all staff. A key focus in 2024 was to raise our colleagues’ awareness of how they can best progress their career, improve understanding of how the career structure at AIB works and the value it can deliver to each employee, whilst driving awareness and engagement with the available career planning resources.
The Mentor Her programme was established by AIB’s Women’s Network in 2018 and is a strong component of its drive for universal inclusion. Since its adoption the programme has had more than 500 participants from across the business. The programme matches both mentors and mentees, providing them with online resources and peer mentoring. In 2023 56 per cent of participants felt a rise in perception of a clearer career pathway, while 36 per cent experienced a rise in confidence in speaking up in meetings, and 46 per cent felt a rise in understanding their own strengths and how to apply them to their career.
David continues: “Begum’s career story is an inspiring one – she has developed her career through her passion, dedication and hard work in AIB. As an employer we aim to recognise the talent that people like Begum have, and to enable them to develop that talent with the tools they need to enjoy their career journey in a way that balances work, life and fulfilment, while reaching their full potential. As Chief People Officer my vision is to continue to invest in our people so we can have many more similar success stories into the future.”