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CERTIFIED BRANCH MANAGER

Upon completion of the branch manager certification programme, candidates will be able to:

  • Analyse the key elements of a sound and rigorous Know-Your-Customer policy as well as Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies that include Customer Due Diligence (CDD), Enhanced Due Diligence (EDD) and Politically Exposed Persons (PEPs).
  • Examine and identify the key roles of bank employees and their associated ethical and professional stance in relation to creating positive customer experience.
  • Identify the key attributes of products and services in retail banking and their respective roles in meeting customers needs across life-cycle stages.
  • Understand the predominant role of data, processes and systems in creating omni-channel customers as well as the fundamental principles of effective queue management in bank branches and call centres. 
  • Analyse the role of minimal Key Performance Indicators (KPIs) as well as Funds Transfer Pricing (FTP) in effective performance management.
  • Effectively examine the role of the five dimensions of customer service quality through the application of measures such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Life-Time Value (CLV).
  • Identify the unique approach for effective relationship marketing and sales of banking products and services as well as the key role of (long term) relationship management underlined by CRM. 
  • Apply the CAMELS model and associated ratios to bank financial statements to identify and interpret key information content. 

Modules

24

B1 Retail Banking Overview

$150.00
12 Hours Post Graduate

a) Roles of a bank in the economy

b) The liability side of the balance sheet of a retail bank

c) The asset side of thee balance sheet of a retail bank

d) The income statement of a retail bank

24

B2 Business Ethics and Compliance

$150.00
12 Hours Post Graduate

a) Moral principles underlying business ethics

b) Business ethics and trust

c) Business ethics and agency relationships in banks

d) Creating an ethical bank culture

e) Compliance

24

B3 People Management

$150.00
12 Hours Post Graduate

a) Moral principles underlying businesss ethics

b) Business ethics and trust

c) Business ethics and agency relationships in banks

d) Creating an ethical bank culture

e)Compliance

24

B4 Performance Management

$150.00
12 Hours

a) Performance Management for Long-term Value Creation

b) Approaches to People Performance Measurement

c) Managing Divisional Performance

d) Bank Management Dashboard

24

B5 Products

$150.00
12 Hours Post Graduate

a) Attributes of financial services in retail banking

b)Retail Bank Products/Services-Categories and Functions

c)Pricing of Retail Bank Products

24

B6 Operations

$150.00
12 Hours Post Graduate

a)Banking Operations

b)Process efficiency

c)Lean Six Sigma Processes

d)Theory of Constraints and Associated Metrics

24

B7 Customer Service Quality

$150.00
12 Hours Post Graduate

a) Customer Service in Retail Industries

b) Drivers of Perceived Customer Service Quality

c) Customer Satisfaction

d) Customer Loyalty

24

B8 Marketing

$150.00
12 Hours Post Graduate

a)Marketing Mix Model

b)Connecting with Customers

c)The Marketing Process

d)Marketing in Retail Banking

24

B9 Effective Sales Management

$150.00
12 Hours Post Graduate

a) Fundamentals of Relationship Marketing

b) Recommendations for effective Sales

c) Integrating Marketing and Sales Functions

24

B10 Relationship Management

$150.00
12 Hours Post Graduate

a) A Theory of Relational Exchange

b) CRM and Customer Intimacy

c) Relationship Management in Retail Banking

24

B11 Financial Management

$150.00
12 Hours Post Graduate

a) Financial Statements

b) Analysis of Financial Statements using CAMELS Framework