institute of banking studies · · 2017-05-16training programs delivered through workshops, ......
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Certified Bank Branch Manager )CBBM) 2
INDEX
No Content Page No.
1 Administration Details 2
2 Program Schedule 10
3
Individual Module Outlines:
Banking Business Related Competencies
11
Marketing & Selling Competencies 16
Management & Leadership Competencies
20
Certified Bank Branch Manager )CBBM) 3
Administration Details :
1- Preamble:
In the ever changing retail banking environment the role of the Bank Manager is critical
in ensuring the success of the bank – its reputation in the market place and profitable
growth.
This Program offers a multi-faceted training approach that will lead to the awarding of
the Certified Bank Branch Manager©.
The awarding of the Certified Bank Branch Manager© will not in itself prove that the
successful participant is/or will be a successful retail Bank Branch Manager but that the
successful candidate has been trained in the competencies required of a modern retail
Bank Branch Manager and that these competencies combined with practical
application should ensure future success.
2- Introduction:
Retail Bank Branch Management is a very demanding job with many responsibilities
and requiring many competencies for success.
Within Kuwait the branch banking environment is extremely competitive and only the
best managers will succeed.
It is therefore essential that highly trained and motivated staff is appointed Branch
Managers.
Administration Details
Certified Bank Branch Manager )CBBM) 4
3- Program Primary Objective:
To assist participants gain and enhance those key competencies (knowledge, skills and
attitude) which will enable them to fulfill the role of a retail banking Branch Manager.
4- Subsidiary Objectives:
To achieve the Primary Objective successful participants will be required to demonstrate
that they have acquired and are able to satisfactorily utilize the following:
i. Marketing and Selling Competencies
ii. Management and Leadership Competencies (in a bank branch context)
iii. Banking Business Related Competencies
5- Methodology
These competencies will be acquired and ‘tested’ within the context of a series of
training programs delivered through workshops, classroom and internet based learning
and practical exercises.
6- Program:
All Modules focus on a branch environment
i. Banking Business Related Competencies
Modules:
Risk Management, from a Branch perspective
• Banking
• Physical
Certified Bank Branch Manager )CBBM) 5
Product Knowledge (Generic)
Business of Modern Banking, from a Branch perspective
• Letters of Credit
• Credit Cards
• Lending
• Deposit Taking
• Control risks
• Money Laundering
• Islamic Banking
Developing Branch Managers Analytical and Quantitative Competencies
ii. Marketing and Selling Competencies
Modules:
Marketing Bank Products and Services
Customer Relationship Management (CRM)
• Monitoring
• Influencing
• Managing
Building a Sales Team
Certified Bank Branch Manager )CBBM) 6
iii. Management and Leadership Competencies
Modules:
Management Development Part I
Management Development Part II
7- Delivery System:
For each of the 3 major areas
Workshops
• To introduce key topic areas and focus on the primary themes
e-learning – www.ibselearning.com
• To further enhance knowledge
8- Duration:
Each workshop according to the Program schedule
E-learning, as required
9- Timing:
Classroom based training
08:00 am – 03:00 pm daily
E-learning and participants’ convenience within deadline
10- Venue:
All workshops will be conducted at the Institute of Banking Studies and e-learning at
the convenience of the participant.
Certified Bank Branch Manager )CBBM) 7
11- Faculty:
Experienced practitioners and trainers in their areas of expertise.
12- Pre-requisites:
Those attending the Program must:
Have worked in banking for at least 3 years
Hold a minimum of a University Bachelors qualification
Speak and write fluent English
Be recommended by their bank to attend.
13- Exam:
This Program has 3 Modules consisting of 9 courses and 25 e-learning courses. Each
Program will be subjected to examination. The participant must obtain a minimum of
70% mark as an overall for each Module to advance to the next Module. There will be
no re-sits, make up Exams, etc.
14- Progress:
Progress to each new level is dependent upon successful assessment and meeting all
other criteria in each module within the allotted timescales.
15- Attendance:
Attendance at every session of the workshop is a pre-requisite of Certificate issue.
Completion of allocated e-learning modules within pre-determined timescales is also a
pre-requisite.
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16- Punctuality:
Timeliness is essential and non adherence will result in the participant being asked to
leave the Program.
3 late arrivals in the Training Room, will be recorded as absent for one day 3 days absent during the entire Program and at the discretion of the IBS – the
participant will be required to leave the Program.
17- Reports:
Punctuality, participation, quality input, initiative, teamwork, etc. will, where
appropriate, be reported upon.
18- Language:
Modules will be conducted in English.
19- General:
Final decision making in all matters relating to this Program will lie with the
Institute of Banking Studies.
Certified Bank Branch Manager )CBBM) 10
Module 1 - Banking Business Related Competencies
Module 2 - Marketing and Selling Competencies
Module 3 - Management and Leadership Competencies
• Module I – Banking Business Related Competencies
Part 1: Business of Modern Banking
Part 2: Product Knowledge (Generic)
Part 3: Developing Branch Managers' Analytical and Quantitative Competencies
Part 4: Risk Management from a Branch Perspective
• Module II – Marketing and Selling Competencies
Part 1: Marketing Bank Products and Services
Part 2: Customer Relationship Management
Part 3: Building a Sales Team
• Module III – Management and Leadership Competencies
Part 1: Management Development Part I
Part 2: Management Development Part II
• e-learning courses (19)
Individual Module Outlines
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“CBBM–2017-MODULE I – PART 1: BUSINESS OF MODERN BANKING “
Objective: To ensure participants appreciate the market place in which they work
Contents: The global picture
Emerging Markets
Developments in the Gulf Region
The Kuwait Market place
Now
in future The impact of geopolitical changes
The ethics of banking
The competition
The 'modern' customer
Alternative delivery channels
Technology re-shaping the market & relationships
Internet
Telephone: – Land line – Mobile/Cell phone
'Smart' Cards : Their effect Using Technology to maximize efficiency and develop the market e.g. – back office support
Treasury Products etc.
The branch of the future
Islamic banking
Its role
Its effect in the market A service culture
Customer Relationship Manager (CRM)
Aggregation
Local Success Stories
Local Failures
The role of Senior Management
Money Laundering
Regulation and Compliance
Duration: 18 training hours
Certified Bank Branch Manager )CBBM) 12
“CBBM-2017-MODULE I – PART 2: PRODUCT KNOWLEDGE (Generic) “
Objective: To provide an overview of the types of products commonly offered by modern banks to retail
customers
Contents: Current Accounts Savings Accounts
Saving accounts
Deposit Accounts
Time Deposits Investment Products Mutual Funds Lending Products
Overdraft
Loans
Credit Cards
Assessing Risk
Terms & conditions Letters of Credit Letters of Guarantee Private Banking (V.I.P. Services) Safe Deposit/Securities Treasury Products
Currency Accounts
Foreign Exchange & Money Market
Risk Management Products Fee issues Interest income/cost New Products Product Development (Working with Head Office) The Competition
Duration: 18 training hours
Certified Bank Branch Manager )CBBM) 13
“CBBM–2017- MODULE-I–PART 3: DEVELOPING BRANCH MANAGERS' ANALYTICAL AND QUANTITATIVE COMPETENCIES”
Objectives: To provide methodology to improve the analytical skills of branch managers To give an appreciation of the quantitative skills required to improve the outputs of the branch
manager To ensure an understanding of the critical issues by which the success of the branch will be
measured
Contents: Critical Success Factors
Budgets
Sales
Customer Satisfaction
Staff Satisfaction
Performance Measurement Technique
Statistical Technique
Addressing shortfalls
Rewarding Success The Bank's Balance Sheet
Budgeting: – Preparing – Understanding – Measuring – Analyzing Results – Addressing Variances
Preparing spreadsheets Understanding financials
Key Rations eg.: – Returns on Investment – Profitability – Growth – Return on Assets – Liquidity
Certified Bank Branch Manager )CBBM) 14
Sales Performance
Capturing data
Importance of Accuracy
Measuring
Seasonal Adjustments
Which is your most profitable customer?
Customer Satisfaction
How to measure
Quality Assurance issues
Consistency of outputs
Balancing customers wants against bank procedures
Staff Satisfaction
How to measure
Duration: 24 training hours
Certified Bank Branch Manager )CBBM) 15
“CBBM -2017-Module I – Part 4: RISK MANAGEMENT FROM A BRANCH PERSPECTIVE “
Objective To provide participants with a detailed insight into the risks that will arise in a retail branch
environment
Contents
What is risk?
Operational
Transaction
System How can you measure risk?
Qualitative
Quantitative Risk in the branch environment
Key Risk Areas
Processes
Procedures
Staff
Premises
Security
Fraud
Money Laundering Working with Head Office
Support Functions
Internal Audit Central Bank of Kuwait Rules & Regulations Basel II Directives relating to Branch Operations
Duration 18 training hours
Certified Bank Branch Manager )CBBM) 16
“CBBM -2017-Module II – Part 1: MARKETING BANK PRODUCTS AND SERVICES”
Objective To assist participants understand and apply marketing concepts within the context of exceeding
bank sales targets
Contents Environment for marketing activity Marketing concepts Customer orientation Market segmentation Marketing mix
Pricing and place
Product/service and promotion Planning framework Customer need analysis – How to conduct micro market surveys
Validating research results Evaluating products ideas and plans New product cost-benefit analysis within the bank How to sell your marketing ideas to senior management, peers and staff? Project management and implementation – Controlling resources Positioning and sales: Identifying, qualifying and reaching target markets Prospecting features and benefits Presenting features and benefits Overcoming objections Closing and follow-up Negotiation skills Understand the importance and use of electronic marketing
Duration 30 training hours
Certified Bank Branch Manager )CBBM) 17
“CBBM -2017 - Module II – Part 2: CUSTOMER RELATIONSHIP MANAGEMENT”
Objective To provide participants with the competencies necessary to successfully develop a bank culture of
exceeding sales expectations through service and quality orientation
Contents Principles of Customer Relationship Management
Know your customers' characteristics
Customer care
Relationship Building
Measuring Quality of Service
Continuous improvement in the Quality of Service
Segmentation
Branding
Merchandizing
Service Standards
Establishing
Monitoring
Duration 30 training hours
Certified Bank Branch Manager )CBBM) 18
“CBBM -2017- Module II – Part 3: BUILDING A SALES TEAM “
Objective To provide participants with the competencies required to build a Sales Team dedicated to
exceeding expectations
Contents What is a team? Goal setting and establishing priorities Barriers to effective team building Understanding yourself and others in the team Managing differences and problem solving (including overcoming the 'blame' culture) and coping
with cultural differences in a group Role of leadership in team building Process of goal accomplishment What is sales?
How sales differ from marketing? A dynamic approach to selling financial products and services Selling styles Developing a proactive sales culture within the branch Developing a service culture in the bank Setting and achieving successful sales goals Creating value for customers Gaining customers' trust Completing the sales Cross selling Coaching in the art of selling
Motivating
Leading
Problem solving
Creating a supportive environment
Recognizing and rewarding achievements Planning and Executing Plans Measuring performance of the sales team Managing Performance Developing a result driven orientation in the sales team Monitoring competitor activities Innovation and creativity in the sales environment
Duration 30 training hours
Certified Bank Branch Manager )CBBM) 19
“CBBM -2017- Module III – Part 1: MANAGEMENT DEVELOPMENT PART I “
Objective To assist participants in understanding themselves
Contents Personality types and characteristics Psychometric Analysis Self-knowledge
Knowing personal strengths, weakness, opportunities and limits
Modesty Vs Arrogance
Opening for criticism
Self-centers Vs others centered: how to balance Dealing with self and cultural constraints Perceptual Objectivity – being relatively objective (avoiding bias and prejudice) Self-Control: suppressing personal needs Identify your own communication style
Verbal – meetings and telephone Communication
Non-verbal (body language)
Written Identifying your own listening style Understanding the communication style of others:
Customer
Staff Matching your communication style with that of others Overcoming communication obstacles Time Management Self-Development
Committing to continuous self-development
Working to deploy strengths and compensate for weakness The Kuwaiti Manager The Balanced Business Scored Approach
Duration 30 training hours
Certified Bank Branch Manager )CBBM) 20
“CBBM -2017- Module III – Part 2: MANAGEMENT DEVELOPMENT PART II”
Objective To assist participants develop their skills in influencing the decision making process and actions of
customers' and staff
Contents The dynamics of interpersonal communications and various techniques to communicate Identifying and avoiding prejudice Working in a multi-cultural environment Handling difficult situations and complaints What do customer's expect? What do staff members expect? Influencing others
Active listening
Intuition - recognizing and influencing
Identifying motivational traits Leadership traits
Leaders rather than managers
Flexible leaders
Coaching and mentoring
Addressing Under Performance
Rewarding Excellence Team players Interpersonal skills
Relating well to all kinds of people
Understanding that different situations and people may call for different skills and approaches Building appropriate rapport at work Building constructive and effective relationships in the workplace Using diplomacy and tact Diffusing high-tension situation with others Dealing with superiors Balancing assertiveness and empathy Change Management
Duration 30 training hours
Certified Bank Branch Manager )CBBM) 21
“CBBM – e-learning”
CBBM - MODULE I: e-LEARNING
1. Organizational Budgeting Activities and the Master Budget
2. Planning and Preparing an Operating Budget
3. Preparing Operating Budgets and the Cash Budget
4. Using Budgets for Management and Control
5. Estimating and Budgeting Project Costs
6. Marketing Essentials: Introduction to Marketing
CBBM - MODULE II: e-LEARNING
1. Marketing Essentials: Promotion
2. Team and Customer Relationships
3. Communication Skills
4. Creating and Sustaining a Customer-focused Organization
5. Customer-focused Interaction
6. Customer Service Processes and Procedures
CBBM - MODULE III: e-LEARNING
1. Leadership Essentials: Leading Business Execution
2. The Voice of Leadership: Self-assessment and Motivation
3. Essential Mentoring Techniques: Mentoring Fundamentals
4. Essential Mentoring Techniques: Designing and Initiating Mentoring Programs
5. Essential Mentoring Techniques: Building and Maintaining Mentoring Relationships
6. Essential Mentoring Techniques: Evaluating and Ending the Mentoring Program
7. Decision Making: The Fundamentals
8. Decision Making: Tools and Techniques
9. Decision Making: Making Tough Decisions
10. Working with Difficult People: Identifying Difficult People
11. Workplace Conflict: Strategies for Resolving Conflicts
12. Leadership Essentials: Motivating Employees
13. Leading Teams: Motivating and Optimizing Performance