Banking Operations Essentials Workshop

Course Outline

Overview

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

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

Target Audience

This training workshop 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 training workshop, 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.