Banking Operations Essentials

Course Outline

Overview

This course focuses on the key operational elements of delivering a quality banking service to customers.

The course will also include a site visit to an organization relevant to the course so delegates can develop an understanding of how their contemporaries function in the real-world.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.

Agenda

Banking Operations Excellence

• What is operational excellence in banking?
• Operational excellence principles
• Operational excellence models
• Implementation planning

Banking Operations – The Customer Experience

• Sources of customer complaints
• Creating an improvement programme
• The benefits of creating an improved customer experience
• Maintaining improvement through agility

Banking Operations – Culture and Conduct

• The challenge of cultural change
• Behaviour and empowerment
• The need for leadership discipline
• An integrated approach to sustainable change

Site Visit

• Industrial visit to a relevant organization.
• An insight into the internal working of companies.
• An opportunity to learn through interaction with practising professionals.

Course Review

• Summary and recap of key learning objectives
• Action Planning

Target Audience

This course is suitable for:

• Banking staff who wish/need to broaden/deepen their knowledge of the factors affecting banking operations.
• Those who wish to gain a comprehensive insight into banking operations.

Learning Outcomes

Upon completion of this course, you will:

• Appreciate how service excellence is the act of exceeding customer expectations.
• Understand why customer experience goes beyond customer service.
• Understand why culture determines an organization’s commitment to the level and consistency of service delivery.
• Develop a practical perspective into contemporary work practices in your field.
• Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.