The RBA Mission. 31 October

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2 Who is RBA? RBA is the only educational and professional body in the world dedicated exclusively to offering post-graduate professional education in the retail banking field. 31 October

3 The RBA Mission RBA s mission is to promote retail banking as a recognised profession. And to promote the status of retail bankers as internationally recognised professionals. 31 October

4 The RBA Vision RBA s vision is for a world where retail bankers in every bank, in every country of the world:. are trusted professionals dedicated to doing what is best for the client. abide by a strict code of ethics and professional conduct. 31 October

5 The Retail Banker s Oath I declare that as a retail banker I will act with integrity in the interests of bank stakeholders and society at large. I will prioritise clients and advise them to the best of my ability. I will comply with all laws, regulations and codes of conduct that apply to me as a retail banker. I will maintain strict client confidentiality and hold myself accountable. I will not abuse my position, or the knowledge obtained in it. I will make a sincere effort to preserve and promote trust in the banking sector, and will honour the profession of banker. 31 October

6 The RBA Purpose RBA s purpose is to empower bankers to serve people. To help consumers optimise their financial situation over their lifetime. RBA has developed a competency-based curriculum to enable organisations in support of this purpose. RBA London Meet Up 2017 Nick Ogden (Executive Chairman, ClearBank) & Michael Lafferty (Executive Chairman, Lafferty Group) 31 October

7 The RBA Competency Framework to: 1. develop a vision and implementation strategy that gains the commitment and engagement of all employees 2. maintain an ethical values-based culture that enables excellent customer service 3. attract, develop and retain the right people which is a key competitive, sustainable advantage 4. determine the financial needs and preferences of the bank s customers. 5. develop solutions to meet the bank s customers needs 6. enhance the brand and attract customers through effective marketing 7. deliver financial solutions in a customer friendly/focused way 8. optimise the service culture of the bank 9. achieve operational excellence 10. implement a governance structure that optimally serves all stakeholder interests 11. implement measures to fulfil the bank s prudential responsibilities and to maintain the bank s sustainability 12. conduct business within regulatory constraints so as to manage risk 13. implement management information systems with relevant KPIs to maximise performance 31 October

8 Unique benefits of RBA Programmes Provides participants with a sound and comprehensive knowledge of the end-to-end customer experience across the silos in your bank. Provides participants with a common frame of reference leading to improved communication and faster learning. Allows for practical implementation to improve results significantly. Provides the tools to drive employee engagement, retention and motivation. 31 October

9 RBA Flagship Certifications 31 October

10 RBA Professional Designations 31 October

11 Specialised Certification Programmes Branch Manager Certification Programme This programme focuses on the requisite skills and expertise for effective bank branch management and comprises 10 (ten) modules.. SME Certification Programme This programme provides a comprehensive approach to SME lending and comprises 5 (five) modules. Customer Service Certification Programme This programme is an integral part of the execution of a bank s customer-centric strategy that is founded on a Customer Engagement Operating Model (CEOM). 31 October

12 Specialised Certification Programmes Private Banking Certification Programme This programme provides a comprehensive approach to private banking and wealth management, taking an integrated view of both and comprises the following 5 (five) modules.. Product Manager Development Programme This programme focuses on the requisite skills and expertise for effective new product development and comprises 8 (eight) modules. 31 October

13 Why Certified Retail Banker? Certified Retail Banker (CRB) is the only retail banking certification programme of its kind in the world that: provides a comprehensive body of knowledge in support of the mission to professionalise retail banking. has been designed by international retail bankers. is principles-based. has been independently and internationally accredited. is supported by a rigorous assessment process that also tests the application of knowledge. 31 October

14 CRB Pathway ENROLMENT RB I EXAM RB II EXAM RB III EXAM 31 October

15 Retail Banking I 31 October

16 Retail Banking II 31 October

17 Retail Banking III 31 October

18 CCPP Pathway ENROLMENT CP I EXAM CP II EXAM CP III EXAM 31 October

19 Cards and Payments I 31 October

20 Cards and Payments II 31 October

21 Cards and Payments III 31 October

22 Assessment Criteria Based on Learning Outcomes Bloom s taxonomy of Knowledge, Comprehension and Application (Critical Thinking) Examination Knowledge & comprehension Application (Critical Thinking) RB I CP I RB II CP II RB III CP III 75% 25% 50% 50% 25% 75% 31 October

23 Examination Structure Examination for Part A of exam (Two-hour duration) Part B of Exam (Two-hour duration) RB I IRB I CP I RB II IRB II CP II RB III IRB III CP III 80 MCQs Six (6) scenarios / Mini-cases each having eight (8) MCQs 80 MCQs Six (6) scenarios / Mini-cases each having eight (8) MCQs 56 MCQs Four (4) essay questions based on cases and scenarios in retail banking The final grade is calculated based on an equal weighting of the scores obtained in each part of the examination 31 October

24 Who are RBA Candidates? New entrants/graduates Objective: promote faster learning and a common frame of reference for how a retail bank works - while providing young talent with a professional certification. Middle management Objective: 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 bankers Objective: exam exemptions offered to retail bankers with 10 or 15 years experience to accelerate their progress towards final certification. 31 October

25 Who are RBA Candidates? Retail Banking Leaders Objective: to 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 individuals Objective: to 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. 31 October

26 Who are our client banks? 31 October

27 What our e-learning Candidates are saying It will give me authenticity and boost my self-confidence. Abdul-Latif Bavug Branch Manager, Tamale Ecobank Ghana 31 October

28 What our e-learning Candidates are saying Getting Certified will help you develop in this very competitive environment. Khaled Addaby Relationship Manager, National Bank of Egypt. 31 October

29 What our retail banking leaders are saying 31 October

30 What are client banks are saying: The feedback we have had is that the programme is challenging and some of our more senior managers have said they would have benefited from such an opportunity earlier in their careers, even saying you should have sent me on a programme like this fifteen years ago! We are using the RBA programmes to equip our future leaders/managers with the necessary knowledge and skills to take our business forward. It is a prime area of talent management and succession planning, which involves the investment of significant time and resources. Hennie Mouton Head, Retail Learning and Development, Nedbank started working with RBA in 2012 as part of an in-bank programme structured to embed the principles of international best practice in retail banking. Since 2013, Nedbank has been deploying RBA programmes to build its pipeline of future retail banking managers and leaders. 31 October

31 Working with Our first RB I certified colleagues were really proud to become Associate Retail Bankers and to add this designation to their CV It means a lot to them. We are just at the very beginning of the process. We have strong ambitions in terms of development in the coming years. The flexibility, the convenience and the quality of the RBA programme and teams will most certainly help us to reach our objectives. We consider it a competitive advantage to have our team s level of knowledge, skills and ethics independently certified. Stephane Dubois, Former Head of HR, Societe Generale 31 October

32 Working with The client-specific nature of this executive-level programme has empowered senior managers with a broader understanding of their bank s business while providing participants with an internationally accredited qualification. Hugo Peters Head of HR, SNS Bank This programme has helped me to support the creation of processes that will bridge disciplines and penetrate divisional silos to help ensure sound, integrated decision-making. Carolien Hamelink Company Head of Communications, SNS Bank 31 October

33 Working with In today s competitive work environment, it is vital to be well qualified and hold international certificates from prestigious institutions in your area of expertise. I believe RBA is one institution that serves as a ticket to increased knowledge and professionalism in a Retail Banking career. We sent high-level managers from within our retail banking department to attend the Retail Banking I programme, who all gave very positive feedback. RBA programmes enable us to upgrade and standardise our knowledge. The course content offers great insights, with specific and vivid examples helping to illustrate the principles, facts and arguments presented while offering practical solutions for developing retail activities in our bank. I truly believe that the Certified Retail Banker programme is a perfect fit for the demand of knowledge in our bank. Consequently, our staff have continued onto the next level - RB II. This year, I will be encouraging not only managers but also wider staff to enrol the course. 31 October 2017 Nguyen Mai Khanh Deputy Director, BIDV 33

34 Celebrating Success at Events CBFS Oman 2016 Union National Bank 2017 Myanmar Financial Centre 2016 Executive Management Programme October

35 Our Board Michael Lafferty Founder and Chairman Evelyn Hunter Chief Executive Officer Garry Marsh Board Director 31 October

36 Conclusion Together, we believe that RBA can contribute more to transforming the banking profession than all We the banking regulators world- wide London Executive Management Programme 31 October