CERTIFIED BANK BRANCH MANAGER

Transcription

1 2018 Institute of Banking Studies CERTIFIED BANK BRANCH MANAGER Group /2018

2 INDEX No Content Page No. 1 Administration Details 3 2 Program Schedule 9 Individual Module Outlines: Banking Business Related Competencies 11 3 Marketing & Selling Competencies 16 Management & Leadership Competencies 19 Certified Bank Branch Manager )CBBM) G2 2

3 Administration Details : 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. staff is appointed Branch It is therefore essential that highly trained and motivated Managers. Certified Bank Branch Manager )CBBM) G2 3

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) G2 4

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) G2 5

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 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) G2 6

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. Certified Bank Branch Manager )CBBM) G2 7

8 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) G2 8

9 P1 : Business of Modern Banking P2 : Product Knowledge (generic) P3 : Developing Branch Manager s Analytical & Quantitative Competencies P4 : Risk Management from a Branch Perspective P1 : Marketing Bank Products and Services P2 : Customer Relationship Management P3 : Building a Sales Team P1 : Management Development Part I P2 : Management Development Part II Program Schedule Orientation Date 13 Nov Module 1 : Banking Business Related Competencies Module 2 : Marketing and Selling Competencies Module 3 : Management and Leadership Competencies 4 Parts e-learning 3 Parts e-learning 2 Parts e-learning Start Date 19 November January March 2018 Courses Courses Courses Modules Hours Time 08:00am 03:00pm 08:00am 03:00pm 08:00am 03:00pm Date 26/11 28/11 05/12 07/12 17/12 20/12 14/01 16/01 As required 28/01 01/02 11/02 15/02 11/03 15/03 As required 25/03 29/03 08/04 12/04 As required Exam Date 04 th Dec 12 th Dec 26 th Dec 23 rd Jan 06 th Feb 20 th Feb 20 th Mar 03 rd Apr 17 th Apr Exam Timings 2:30pm- 4:00pm 2:30pm- 4:00pm 2:30pm- 4:00pm 2:30pm- 4:00pm 2:30pm- 4:30pm 2:30pm- 4:30pm 2:30pm- 4:30pm 2:30pm-4:30pm 2:30pm-4:30pm Certified Bank Branch Manager )CBBM) 9

10 Individual Module Outlines 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 Certified Bank Branch Manager )CBBM) 10

11 CBBM 2018-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) G2 11

12 CBBM-2018-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) G2 12

13 CBBM 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) G2 13

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) G2 14

15 CBBM 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) G2 15

16 CBBM 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) G2 16

17 CBBM 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) G2 17

18 CBBM 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) G2 18

19 CBBM 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) G2 19

20 CBBM 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) G2 20

21 CBBM e-learning Behavioral Plan You need to complete 2 bundles of the following titles: Ethical issues for bankers Managing time at work Presentation skills Effective meetings Team building Effective communication Basics of communication Personal development Delegation Succeed as a new manager Client service Introduction to finance Leadership Marketing Sales Banking Plan You need to complete a total of 10 exercises of the following titles: CBBM-2018-Module I Part 2: Product Knowledge (Generic) CBBM 2018-Module I Part 1: Business of Modern Banking CBBM Module I Part 3: Developing Branch Managers' Analytical and Quantitative Competencies CBBM Module II Part 1: Marketing Bank Products and Services CBBM Module II Part 4: Risk Management From a Branch Perspective CBBM Module II Part 2: Customer Relationship Management Certified Bank Branch Manager )CBBM) G2 21

22 For further inquiries, please call: Mrs. Priya Susan Chandy Sr. Operations Officer Tel: Fax: Website : Certified Bank Branch Manager (CBBM) 2018 G2 November 26, April 17, 2018 Certified Bank Branch Manager )CBBM) G2 22