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CRB Prospectus / 1

RETAIL BANKINGACADEMY®

Certified Retail BankerProspectus 2017

www.retailbanking-academy.org

RETAIL BANKINGACADEMY

Empowering Bankers. Serving People.

®

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WHAT IS THE RBA?

The Retail Banking Academy®

has been founded with the objective of playing a leading role in the development and professionalisation of consumer-oriented retail banking across the world.

Consumer banking considers the customer relationship as its only real asset. All other traditional assets or balance sheet items are nothing but manifestations of this relationship.

“

“Dr Stefan Kaminsky

The Retail Banking Academy® was founded in London in 2011 to educate retail bankers around the world to a high professional standard. It is the only educational and professional academy exclusively dedicated to retail banking anywhere in the world.

Banking has been through a tumultuous time over the past decade as a result of sharp practices and shady dealings. The RBA will develop bankers who can rebuild trust and form profitable, long-term relationships with their customers. It will teach retail bankers not just the skills, but the values behind ethical and profitable banking.

We expect our candidates to subscribe to the following core values, which are also our teaching values:

• We treat customers and colleagues with respect, fairness and transparency

• We are innovative, creative and always open-minded

• We provide high quality customer care and excellent execution of our programmes

• We are driven and have passion for our mission to professionalise retail banking

In the 1980s, Lafferty Group had the pleasure of working with the late Dr Stefan W. Kaminsky, the founder of KKB Bank in Düsseldorf – the world’s first for-profit consumer-only bank. Together, they published the management report Beyond Retail Banking, possibly the most important treatise on retail banking ever to be written.

This report – now updated under the title Real Banks for Real People: A Roadmap to Managing a Retail-Only Bank – is an important source for the basic concepts taught by the RBA.

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The Retail Banking Academy® believes that retail banking should be a recognised profession like accountancy and law

• provides a comprehensive body of knowledge in support of the mission to professionalise retail banking

• has been designed by industry practitioners

• is principles-based

• has been independently, internationally accredited

• is supported by a rigorous assessment process that also tests the application of knowledge

A Certified Retail Banker will be able to:• understand customer psychology and build enduring and

profitable relationships with customers

• motivate and engage staff – which is critical to exceeding customer expectations

• deliver excellent service that will delight the customer

• analyse product profitability in order to focus on optimal value creation

• assess and manage the bank’s risks

• have an understanding of key value drivers, KPIs and financial reports

Unique benefits of our programme:• allows for practical implementation to achieve real

improvement at an operational level and achievement of profitable growth

• provides participants with a sound knowledge base and the tools to improve results significantly

• allows measurement of return on investment

• provides candidates with a common body of knowledge leading to improved communication and faster learning

• provides the tools to improve overall employee engagement

The RBA offers the only international qualification in retail banking that:

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Imagine a world where...Retail bankers are trusted professionals.They are professionally educated, have passed challenging examinations and keep up to date through continuing professional education programmes

Retail bankers are dedicated to doing what is best for clients.Bank staff are well-educated and rewarded for the quality of service they provide over time

Retail bankers abide by a strict code of ethics.They place the interests of the customer before their own interests

This customer-oriented professional approach to retail banking is what the Retail Banking Academy® believes in.

It is not a distant dream for a sector that has yet to develop – retail banking is already the main source of bank profits in most countries, as The Economist explained in its May 2012 Retail Renaissance survey

Retail banking is the future – and the RBA is dedicated to making it an admired and respected profession of international repute.

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RBA works with some of the leading banks across the world

KEY FACTS FROM THE RETAIL BANKING ACADEMY®

with candidates from over 100 countries and recognised by professional bodies around the world

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BENEFITS TO YOUR BANK

Employees who have the same frame of reference can support processes that will bridge disciplines and silos to help ensure sound, integrated decision-making.

A common framework and a comprehensive knowledge base

1

Investing in your employees’ professional development is a powerful retention and motivation tool.

A tool to attract and retain talent2

Engaged employees are motivated to exceed customer expectations, leading to lower customer attrition and employee attrition rate.

Increased employee engagement3

Our learning platform can be aligned to meet your organisation’s strategic business and learning objectives - and the company vision.

A flexible, convenient and scalable learning solution4

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WHO IS IT FOR?

New entrants/graduatesTo promote faster learning and a common frame of reference for how a retail bank works - while providing young talent with a professional qualification.

Middle managementTo align the bank’s management to a common standard and levels of competencies, while achieving a holistic understanding of the end-to-end customer experience, bridging silos in the bank.

Experienced retail bankersExam exemptions offered to retail bankers with 10 or 15 years’ experience to accelerate their progress towards final certification.

Retail Banking LeadersTo share international best practice with peers from around the world in a structured programme Executive Management uniquely designed to address current business challenges from a leadership perspective.

Self-sponsoring individualsTo enhance their personal brand, improve their career prospects both domestically and internationally, demonstrate their commitment to achieving retail banking excellence to current/prospective employers and be part of an international network of fellow alumni.

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Retail Banking IRetail Banking I is designed to introduce the theoretical and practical core competencies that are required for success in a retail banking organisation.

I am always looking to broaden my scope and banking knowledge and a big plus for my CV was the fact the RBA is an international organisation worldwide.

Laurens Vanderspikken Manager, General Banking, ING Belgium

“”

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Retail Banking I modules

101 Business Ethics and ComplianceThis module considers the moral principles underlying business ethics and establishes the link with customer trust. The module also deals with the separation of ownership (shareholders) and control (managers) and the resulting information asymmetry. Finally, sources of compliance risk are identified while considering the crucial role of the compliance department.

102 Retail Banking OverviewThis module considers the role of the retail bank in the economy, sources of funding, calculation of common retail banking metrics and analysis of both the liability and asset sides of the balance sheet.

103 ProductsIdentifying the core attributes of financial services products, their respective roles and functions in a retail bank and how they service the customer’s needs.

104 ChannelsThis module analyses the development of traditional retail banking channels, customer choices, technological advancement and the importance of multichannel management.

105 MarketingThis module provides an overview of key marketing principles and processes, their practical application in retail banking and the importance of a customer-centric marketing approach.

106 Effective Sales ManagementThis module identifies key factors for success when selling financial services; meeting customer needs as well as achieving your company’s financial goals.

107 Customer Service QualityThis module determines the fundamentals of customer service quality, its relationship to customer loyalty and the resolution of customer service failures via a GAPS model.

108 Operations IThis module identifies the sources of operational risk and techniques to ensure the effective management of retail banking processes, including queuing theory, Little’s Law and the Pareto Principle.

109 Credit Loss ManagementThis module identifies the main sources of risk in retail banks, key issues in credit loss management and an evaluation of the main approaches to managing credit risk.

110 Relationship ManagementThis module demonstrates that the basis of an optimal long-term bank-customer relationship is one which serves the long-term needs of the customer – and also serves the long-term profitability of the bank, as a result.

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Retail Banking IIRetail Banking II focuses on the issues that are encountered when leading people and departments.

The content was spot on and gave you an overview on key divisions/functions of a retail bank. This has been the best training in my career.

Christel Roux Head, Leads Execution, Strategic Client Management Team, Nedbank, South Africa

“”

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201 Direct MarketingThis module considers the central issues of direct marketing and direct response marketing in retail banking. The module teaches an integrated communications strategy that covers internet marketing, the role of email direct marketing, the 7Cs model of website design and the role of mobile marketing and social networks.

202 Product Portfolio ManagementThis module considers fundamental issues in effective product portfolio management by analysing processes involved in product development and the criteria to evaluate the product portfolio.

203 SME LendingThis module utilises the 5Cs model as the basis for establishing the creditworthiness of SME borrowers. We present an SME lending risk scorecard, examine the mechanics of loan pricing, consider the credit risk evaluation procedure for unsecured loans, calculate expected losses and consider risk implications in the bank’s loan portfolio.

204 People ManagementThis module emphasises that People Management is based on the Resource-Based View of the organisation. We show that effective people management and employee engagement increases employee productivity, which in turn increases economic profit and shareholder value creation.

205 Customer CareThis module emphasises that customer care is an organisational commitment and a strategic objective. We consider actions that create a culture of customer care and provide methods for practical implementation.

206 Performance ManagementThis module considers performance management and measurement in retail banks with emphasis on managing for value, KPIs for people performance measurement, transfer pricing and divisional performance and bank branch management metrics to monitor performance.

207 Operations IIThis module deals with the operational issues and business implications of IT project

management in retail banking. We examine behavioural issues and resource planning in bank branches and call centres, highlighting key considerations based on practical scenarios.

208 Balance Sheet ManagementThis module deals with moral hazards that arise from the financial intermediation process. We discuss the capital allocation process required under Basel III, consider the risk weights for credit, operational and market risk and introduce fundamental properties of interest rate risk through a duration gap analysis.

209 Risk ManagementThis module covers the fundamental principles of risk and capital management: the measurement and management of operational risk, market risk, liquidity risk and funding liquidity risk – and concludes with the elements of risk-based pricing.

210 Financial ManagementFinancial analysis around key banking metrics, including a more detailed financial statement analysis with the CAMELS approach as a guideline.

Retail Banking II modules

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Retail Banking IIIRetail Banking III focuses on the issues that are encountered when you are leading people and departments. The aim is to develop and enhance the capabilities required to run retail banking strategic business units (SBUs) for best results.

The course provided a good comprehensive view of retail banking in one shot. I broadened my understanding of how different functions are brought together in one retail bank.

Soo-Hyun Baek Senior Officer, Digital Banking, Standard Chartered, Korea

“”

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Retail Banking III modules

301 Leadership in Retail BankingThis module presents several models of leadership and proposes that principled leadership is most appropriate for leadership in retail banking. An effective leader in retail banking creates a moral compass for all employees and inspires them to serve customers’ needs and, thereby, to create long-term profitability for the bank.

302 Business Strategies for Retail BankingThis module considers the development and execution of business strategies in retail banking. The crucial link of executive strategy that connects the bank’s business strategy to its financial performance is emphasised along with the predominant role of appropriate KPIs in generating employee motivation and engagement that will serve to increase the likelihood of success. Finally, the module analyses the steep hurdle presented when the bank enters new markets that are culturally different from its home market.

303 Achieving Profitable GrowthThis module presents three strategic alternatives for achieving profitable growth in retail banks: streamlining the existing product portfolio and adding new products within the home market; new channels in the home market and for the existing product portfolio; and new markets using the same business model.

304 Brand ManagementThis module considers the main issues of brand management, with special consideration to models of consumer-based brand equity through their direct effect on brand meaning for the consumer. The importance of employer branding is also considered. The module concludes with issues related to co-branding and the importance of brand congruence for success.

305 Governance and EthicsThis module presents the underlying theories of corporate governance in retail banking and the role of important corporate governance instruments in monitoring the actions of senior

management. This module also presents a link between the operational structure of a retail bank and the risks that may emanate from it, concluding with a discussion of the potential link between silos and ethical behaviour of bank employees.

306 Operational ExcellenceThis module considers operational excellence in retail banking as an enabler of management’s strategic objective of value creation through customer-centricity. The design and deployment of a multichannel strategy is also considered along with impediments to successful implementation. Lessons are presented that serve to mitigate potential impediments.

307 Risk and Capital ManagementThis module presents advanced methods for managing interest rate risk and liquidity risk. Capital allocation methods for internal ratings-based banks are examined with emphasis on credit risk for retail exposures. The module also deals with the central issues in risk governance.

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BECOMING A CERTIFIED RETAIL BANKER

CRB

RB Iexam

RB IIexam

Enrolment

RB IIIexam

18 months - 3 years

The Retail Banking Academy® is committed to making the Certified Retail Banker qualification the recognised standard for professional retail bankers worldwide.

Becoming a Certified Retail Banker will send a powerful message to your customers, colleagues and the regulators that you are committed to maintaining the highest standards of professionalism in your work. It will also provide you with an unmatched international network of fellow professionals and an unparalleled research resource that you can access at any time.

AdmissionWe recommend candidates have a bachelor’s, or equivalent degree, or have the equivalent professional work experience accrued prior to enrolment.Upon successful registration to the programme, professional retail bankers are bound by the Academy’s code of ethics and professional conduct.

Academy certification, is attained upon successful completion of three programme levels, each culminating in a an exam. The right to describe yourself as a Certified Retail Banker and the use of the CRB designation is attained with an annual subscription to RBA Membership.

For more details please visit www.retailbanking-academy.org, alternatively, you can email us with questions directly on [email protected].

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COMPETENCY FRAMEWORKThe Retail Banking Academy®’s purpose is to help consumers optimise their financial situation over their lifetime. The Retail Banking Academy has developed a competency framework to enable organisations in support of this purpose to:

• Develop a defined vision and implementation strategy that gains the commitment and engagement of all employees.• Implement an ethical values-based culture that is able to deliver excellent customer service.• Attract, develop and retain the right people which is a key competitive, sustainable advantage.• Determine the needs and preferences of its customers.• Develop solutions to meet the customer needs.• Enhance the brand and attract customers through effective marketing.• Deliver solutions in a customer friendly/focused way. • Optimise the service culture of the bank.• Achieve operational excellence by applying the principles of organisational effectiveness.• Implement a governance structure that optimally serves all stakeholder interests.• Implement the measures to fulfill prudential responsibilities and sustainability of the bank.• Direct the bank to act within the regulatory constraints of risk management.• Implement management information systems with relevant KPIs to maximise performance.

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STUDY ONLINE AT YOUR OWN PACE

The Retail Banking Academy® candidates can start studying towards becoming a Certified Retail Banker straight away by registering for e-learning via www.retailbanking-academy.org. E-learning is on demand and candidates have 13 months to pass the exam from the enrolment date. Learning outcomes are assessed through a final examination at each of the three levels of the curriculum. The RBA delivers computer-based examinations at secure, high-quality examination centres worldwide.

Benefits of studying online

• Ensures that you can build your study timetable around your existing busy work schedule.

• Course content is delivered through interactive scenario-based activities that allow you to consider realistic situations found in the workplace.

• Each module allows you to check your understanding of the content by completing the ‘knowledge check’.

• Support is available from the RBA staff via email at any stage throughout the programme.

Study materials

When you register on the RBA online study platform, you gain access to materials designed to guide you successfully through the programme, including:

• Course materials and module presentations• Scorable self-assessment content• Exam preparation sessions• Sample exam questions• Mock exams

Adaptive learning

The RBA’s adaptive e-learning curriculum offers a self-paced, interactive learning journey that continually matches the level of difficulty to participants’ proficiency levels, promoting skill-building and muscle memory through repeated exercises and mini-scenarios.

Our online curriculum is an immersive experience using mechanics and motivational techniques, so candidates actually enjoy the learning journey. Plus, we deliver game-changing analytics on what aspects of the curriculum candidates do or do not understand.

2017 examination and re-sit session dates

27 February – 13 March 04 September – 18 September08 May – 22 May 20 November – 04 December

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Board Directors

Academic Excellence

Michael Lafferty founded the Lafferty Group in 1981 when he left the Financial Times, where he had been responsible for coverage of the banking industry. A chartered accountant and fellow of the Institute of Chartered Accountants in England and Wales, he previously worked on the paper’s LEX team, the City Desk and had been an accountancy correspondent. The Lafferty Group has come to occupy a pre-eminent position in the international financial services industry, providing the industry with education, research and intelligence, and councils. Michael is RBA’s Chairman.

Dr Abdul Rahman is RBA’s Academic Director and oversees the quality and standards of all course materials. He is a former full professor of economics and finance and Telfer teaching Fellow at the Telfer School of Management, University of Ottawa. He was previously Associate Dean at what is now the John Molson School of Business, Concordia University in Montreal. Dr Rahman has been published in several times in journals, including the Journal of Banking and Finance, Journal of Asset Management, Journal of International Financial Markets, Institutions and Money and Journal of Financial and Quantitative Analysis. He regularly consults for global financial institutions in retail banking, commercial banking, asset management and life insurance.

Evelyn Hunter is chief executive officer of the Retail Banking Academy®. A graduate of the University of Cape Town and former entrepreneur, she joined Lafferty Group in 2007. Evelyn became Lafferty Group general manager in 2008 and was instrumental in developing its business in the provision of global advanced knowledge services in retail banking in new markets throughout Africa, Asia and the Middle East. During her time at Lafferty Group, Evelyn played a leading role in the early development of the Official Monetary and Financial Institutions Forum (OMFIF). She also served as OMFIF Non-Executive Director from 2010 – 2012. Having developed a comprehensive network amongst international public and private institutions, ranging from central banks, commercial banks and professional services firms, Evelyn together with Michael Lafferty founded the Retail Banking Academy in 2012.

Garry Marsh has over 40 years’ experience in the retail banking industry, 35 of them with Barclays. He worked in the UK for 23 years to 1994, since when he has been primarily in Africa and the Middle East. He has specialised in retail banking since 1986 including executive responsibility at Country, Regional and Pan-Africa levels. Garry also had credit card issuing and card acquiring responsibility as Africa Director for Barclaycard International. Since retiring in 2012, Garry has kept busy with various consulting contracts and Non-Executive Director roles, including the Retail Banking Academy®.

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Awarding Organisation

Norman Gealy chairs the RBA Awarding Organisation. He has specialised in educational measurement since graduating in Experimental Psychology from Oxford University in 1975. He worked at US based The Psychological Corporation and City and Guilds in the UK, before setting up an independent consultancy. His main fields of work have been vocational and professional qualifications for accountancy bodies and the finance sectors. He worked directly for the UK Government to help develop the framework by which all English qualifications were regulated from 2004, and also in an agent in the provision of oversees consultancy. He continues to help develop new professional qualifications in facilities and project management, as well as contributing to national qualification policies.

Nigel Harper is a professionally qualified banking director with direct responsibility and experience of lending, risk management, compliance and corporate governance. His career in banking progressed from branch banking into head office at the Co-operative Bank and finally at the Paragon Group of Companies where he was head of Commercial Lending and chair of the arrears committee. In 2009, he joined HM Revenue & Customs as their Specialist Retail Banking Adviser. Nigel is a Council Fellow of the Chartered Banker Institute and a former President of the Chartered Institute of Bankers where he was also a Fellow. He has tutored the Chartered Institute of Bankers BSc (Hons) subjects and also lectured for the HMRC and others as part of a Tax Academy.

Godfrey Banks has a blend of experience in retail banking, awarding body organisations and the English regulator of qualifications, Ofqual. After graduating from London University, Godfrey joined Midland Bank (HSBC) in the bank’s planning division, rolling out the first branch credit-scoring system. He then worked for the London Chamber of Commerce where he took charge of the operational side of their awarding body. After two years, Godfrey joined the British Government’s Qualifications and Curriculum Authority, the forerunner of Ofqual.

Kevin Garforth as worked in retail banking and financial services for over 35 years starting his retail banking career at National Westminster Bank. He moved on to work in the specialist banking sector and held senior positions at City of London based Robert Fleming & Co, Banco Santander subsidiary Cater Allen Private Bank and Santander Private Banking UK. Since 2011 Kevin has run his own financial services and banking consultancy business, KGG Consulting Limited. Clients of the business have included several of the new start challenger banks in the UK, specialist accountancy firms and an accredited body of the Financial Conduct Authority.

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Heward Simpson is a qualified Chartered Accountant and spent several years working in the telecommunications and food sector industries. In 1986 he joined the Institute of Chartered Accountants in an assessment development role. During this time, Heward conducted several World Bank projects as an expert in syllabus and assessment design, including curriculum benchmarking and assessment development and redesign of programmes of theoretical learning and work experience for bodies in Bangladesh, Sri Lanka and Ghana. He was responsible for producing exam papers and managed the introduction of objective testing into assessments, the introduction of the pioneering case study examination, and creating new qualifications for the ICAEW portfolio. He now works as an independent educational consultant.

Awarding Organisation

David J Cavell is a senior banker and member of the General Management team during the highly successful 1990s transformation of the UK Cooperative Bank, he’s now an international retail banking consultant. He has worked for clients across the World, including financial institutions and key industry suppliers. He has researched and written many collections of international case studies on related innovation. His internationally recognised expertise has brought regular invitations to direct workshops, chair or speak at conferences, and publish articles. A panel member for the former UK Banking Code Standards Board, he has also acted as a judge for industry awards given by the Institute of Financial Services (ifs). He developed and ran the ifs consumer credit examination. He is a member of the General Assembly of the University of Manchester and an adviser to the UK Forum of Private Business (SMEs).

RBA MEMBERSHIP

RBA Membership will send a powerful message to your customers, colleagues and the regulators that you are committed to maintaining the highest standards of professionalism in your work.

It will also provide you with an unmatched international network of fellow professionals and an unparalleled research resource that you can access at any time.

Affiliate MemberRBA Candidates who have passed an RBA Certification Programme examination may apply for Affiliate Membership. Affiliate Members are eligible to use the professional designation letters ARB - Affiliate Retail Banker.

RBA Certification Programmes:• Foundation Programme• Certified Private Banker• Branch Manager Certification Programme• Customer Service Certification Programme• SME Lending• Product Manager Certification Programme

The annual fee for Affiliate Membership is US$50.CRB Prospectus / 20

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Certified MemberRBA Candidates who have completed an the CRB qualification may apply for Certified Membership. Certified Members who have passed Retail Banking I, Retail Banking II and Retail Banking III are eligible to use the professional designation letters CRB - Certified Retail Banker. The annual fee for Certified Membership is US$100.

FellowFellowships may be granted to Certified Members of good standing who have participated in and completed the RBA’s Continuing Professional Development Programme for a minimum of five years.

This grade of membership carries the designation of FRB and the annual fee for Fellow Membership is US$100.

BENEFITS OF RBA MEMBERSHIP

Associate MemberRBA Candidates who have passed an RBA Professional Qualification examination may apply for Associate Membership.

RBA Professional Qualifications:• Certified Retail Banker• Certified Islamic Retail Banker• Certified Cards and Payments Professional Associate Members who have passed the Retail Banking I examination are eligible to use the professional designation letters ARB I - Associate Retail Banker I. Associate Members who have passed the Retail Banking II examination are eligible to use the professional designation letters ARB II - Associate Retail Banker II. Associate Members who have passed the Retail Banking III examination are eligible to use the professional designation letters ARB III - Associate Retail Banker III.

The annual fee for Associate Membership is US$50.

Professional statusAffiliate Members (AfRB), Associate Members (ARB I, ARB II, or ARB III), Certified Members (CRB) or Fellows (FRB), may use the designated letters after their name.

Continuing Professional DevelopmentAffiliate Members, Associate Members and Certified Members are required to complete RBA’s annual Continuous Professional Development programme in order to maintain, improve and broaden their knowledge and skills and demonstrate a commitment to maintaining the highest standards of professionalism in their work.

RBA Learning CentreAffiliate Members, Associate Members and Certified Members have perpetual access to the RBA Learning Centre which is home to the interactive Certified Retail Banker curriculum, RBA course materials and mock exams.

Also included is the RBA Membership Platform, a digital library of current and archived research articles, reports and webinars where retail banking experts present and discuss key issues facing the industry.

Visit www.retailbanking-academy.org for more detailed information or email [email protected] for enquiries.

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TESTIMONIALSWhat people are saying about the Retail Banking Academy®

“I would recommend it to individuals who are kind of at a senior leadership, looking to get a broader perspective on different activities across the bank. I think for the right individual it’s definitely a bit of an energy shot in terms of the various challenges that go on in quite a complex environment.”

Ravikumaran GovenderChief of Staff, Regional Business Banking, Barclays Africa

“The quality and standard of teaching is exceptional, and is second to none that I’ve ever experienced on these kind of programmes before. The way that they bring their own experiences to life, we’ve learned from some of their mistakes. They’ve been very open and honest about things that didn’t quite go right for them over their long and very impressive careers.”

Kathryn MorganHead of Customer Banking Enablement, Clydesdale and Yorkshire Bank

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“The CRB is highly regarded professional qualification for those working in financial services industry and signified to my current employer that I acquired the necessary skills to cope with the change in the ever-evolving financial services industry as well as competitive advantage over and above my peers.”

Celeste Beh Poh LeeConsumer Banking, CIMB Malaysia

“It is the best course I have ever taken. The material is very relevant to the day-to-day matters we talk about at tangerine. The real life examples provide insights into the workings of other institutions. I also think that the discussion questions are very thought provoking and ignite interesting discussions. The entire course content is delivered in a very simple and easy to understand language - they assume no background knowledge.”

Amer JavedHead of Finance, Tangerine Bank, Canada

“Instead of just focusing on the path that I can see in front of me I am looking at how I can make an impact an on a much larger scale. I feel more confident in my ability to lead branch staff and work with business clients in terms of my financial acumen... this program [is] of great value to the user, the clients, and to the bank.”

David HiselBranch manager, Banner Bank, United States

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Retail Banking I US $899Retail Banking II US $1,199Retail Banking III US $1,399Total US $3,497

FEE STRUCTURE

To sign up visit www.retailbanking-academy.org oremail us directly on [email protected] if you need more information.

Fees for each level of the programme:

The fee per candidate for each level includes perpetual access to online course materials, a hard copy of the coursebook and entrance to the computer-based exam.

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Retail bankers enrolled on the RBA programmes come from the following organisations:

Abu Dhabi Commercial Bank

Abu Dhabi Islamic Bank

Access Bank

Agricultural Development Bank

Ahli Bank of Kuwait

Al Ahli Bank

Al Rajhi Bank

Al Hilal Bank

AmBank

AmericanExpress

ANZ Bank

Arab African International Bank

Arab Investment Bank

BancABC

Bank Audi

Bank Boubyan

Bank Mandiri

Bank of Alexandria

Bank of the Bahamas

Banner Bank

Barclays Africa

Barclays Bank

BIDV

CBA Group

Chase Bank

China Everbright Bank

China Foreign Exchange Trading Centre

CIMB Bank

Commercial Bank of Africa

Commercial Bank International

Co-operative Bank of Kenya

Credit Europe Bank

Deloitte Advisory

DFCU Group

Diamond Bank

Ecobank Transnational

Enterprise Bank

Erste Bank

Fidelity Bank

First Bank of Nigeria

First City Monument Bank

Guaranty Trust Bank

HSBC

ING

Invest Bank

Keystone Bank

Lloyds

National Australia Bank

National Bank of Abu Dhabi

National Bank of Canada

National Bank of Egypt

National Bank of Kuwait

Nedbank

NIC Bank

OCBC Bank

Post Office UK

Raiffeisen Bank

RAK Bank

Royal Bank of Canada

Saman Bank

Santander UK

Saudi Investment Bank

Skye Bank

SNS Bank

Société Générale

Standard Bank

Standard Chartered Bank

Sterling Bank

The United Bank

Trade and Development Bank of Mongolia

Unibank

United Bank for Africa

United Overseas Bank

Union National Bank

Vietcombank

Visa Inc

Woolworths Financial Services

Xac Bank

RETAIL BANKINGACADEMY

Empowering Bankers. Serving People.

®

2 Queen Caroline Street, Hammersmith, London W6 9DX www.retailbanking-academy.org

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