2012 BRANCH MANAGEMENT SERIES

Transcription

1 2012 BRANCH MANAGEMENT SERIES While banks are constantly exploring other avenues for meeting the customers needs and delivering services, the Branch Network continues to remain the cornerstone of community banking. People bank with people! The goal is to keep your customers happy, maintain their loyalty, and expand their banking relationships. Today's Branch Management, those who can set the stage for the success of their branch, is faced with more challenges and opportunities than ever before. Your Branch Managers can be the catalyst for keeping your customers happy, satisfied and coming back to your bank for their financial needs. Have you created an effective plan for your branch management team? This updated series of workshops has been developed to focus on the critical success elements of managing and leading a successful sales and service-oriented team. Each of the fast-paced, four sessions has been designed as stand-alone in content with a specific focus to each session. These workshops will be packaged full of checklists, job aids, case studies, examples, and "real world" situations which provide current, proven solutions for managing a successful branch. BRANCH MANAGEMENT SERIES OVERVIEW: West Virginia Bankers Association is proud to offer the Branch Management Series. The four workshop sessions may also be completed as stand-alone sessions. The benefits of this series process include: An investment in developing best practices for your bank s branch network. An educational resource for training and career development. Recognition and opportunities for branch managers by completing these sessions. A foundation builder for banking schools. A commitment to successful, profitable, efficient and effective branches. KEY ELEMENTS OF THIS SERIES: Determine Individual Leadership and Management Skills and Styles Implement, Refine, and Work a Branch Business Plan Ensure Regulatory and Operational Efficiencies Lead and Improve Sales and Service Excellence Results Increase Deposit and Loan Growth Explore Proven Sales, Service, and Relationship Building Skills and Tools Motivate and Boost Employee and Team Productivity 1

2 Manage Challenging Situations with Team Members and Customers Strengthen Communication and Day-to-Day Effectiveness Improve Time Management and Reduce Stress Determine Critical Branch Best Practices Delivery Method: These live sessions are for all levels of branch management, from beginning to advanced. Target Audience: They are designed for Retail Managers, Branch Managers, Assistant Managers, Branch Manager Candidates and anyone responsible for the direction and development of a retail branch. These sessions can be completed in a series or as stand alone sessions. 2

3 KEY TOPICS FOR EACH WORKSHOP: Workshop I : The Branch Manager as Regulatory and Operational Leader Branch Management Workshop I focuses on developing "The Manager as the Leader" of the team. Manages learn the different techniques needed to motivate the team during an increasing regulated environment. We explore the nuts and bolts of key regulations impacting the branches and how to ensure regulatory adherence while taking care of the customer. We begin the Leadership process with key The Critical Roles and Responsibilities of Today s Branch Manager Building the Branch Plan Part I Ensuring Security, Compliance and Key Deposit Regulatory Adherence o Regulation BB - Community Reinvestment Act o Regulation CC - Expedited Funds Availability Act o Regulation DD - Truth in Savings Act o Regulation GG - Unlawful Internet Gambling Enforcement Act o Regulation D - Reserve Requirements of Depository Institutions o Regulation E - Electronic Funds Transfer Act o Bank Secrecy Act o USA Patriot Act o 2012 Update on Dodd Frank Act s Impact on Retail Banking Getting the Right Person in the Right Seat - Recruiting a Winning Team Employee Onboarding - First 90 Days Developing Performance Expectations for the Branch Understanding Today's Workforce of Different Generations Part I "Branch Best Practices" 3

4 Workshop II: Leading Sales and Service Excellence Branch Management Workshop II focuses on: "The Manager's Role in Building and Leading an Effective Sales and Service Organization." Managers learn to plan and direct the team toward providing exceptional service and meeting the Branch s goals. The participants will learn: Developing the Branch Plan Part 2 Understanding Today s Customer Experience Leading the Sales & Service Excellence Efforts Proven Tips, Tools, and Techniques Maximizing Your Bank s Competitive Value Edge Developing Sales & Service Standards and Expectations Conducting Successful Service and Sales Meetings Increasing Cross Selling and Cross Tellering Maximizing Customer Relationships Bankers in Action Making Business Development Calls o Key Tools for Protecting Key Customers o Key Tools for Calling on Prospective Customers Monitoring and Tracking Tools while Rewarding Results Branch Best Practices 4

5 Workshop III: Developing a Winning Team Branch Managers Workshop III focuses on building the branch team. Managers learn proven ways to motivate and challenge their teams to exceptional performance. We build on Coaching Skills by assessing individual leadership and management styles as well as team building techniques. The participants will learn: Delivering the Branch Plan Part 3 Understanding Your Management and Leadership Style Defining the Performance Management Process for the Branch Relationship Management - Team Building Skills Finding More Time Time Management Skills The Manager as Coach and Leader Using Effective Delegation to Build Team Implementing the 3 C s to Excellence plus one more Exploring the Top 10 Tips for Motivating Employees and Keeping Them Motivated "Branch Best Practices" 5

6 Workshop IV: Maintaining Superior Team Performance Branch Management Workshop IV focuses on maintaining superior performance. Managers learn to evaluate individual performance, build performance standards that blend with corporate strategic objectives. We explore how to keep a team motivated and focused on achieving organizational goals. The participants will learn: Exceeding the Business Plan Part IV Conducting Performance Reviews The Good, the Bad, and the Ugly Communicating as a Leader Styles and Skills Make the Difference Understanding Today's Workforce of Different Generations Part II Getting the Best from Team Accountability and Change Skills o The 10% Difference o Dealing with Personalities, Conflicts and Challenges Conducting Effective Team Meetings Understanding the Challenges Facing the Financial Work Force of Today 6

7 Program Presenter: The Branch Manager Certification Series is presented by Performance Solutions, Inc., a training and consulting company that specializes in providing solutions to the key challenges facing community banks today in attracting, selling and servicing their customers. Dianne Barton is the Founder and President of Performance Solutions, Inc. As a former banker, her service, which includes a broad scope including strategic planning, leadership and management development, regulatory and compliance implementations, retail growth strategies, and sales and service culture development, is recognized as real world solutions by both regional banks and community banks. Dianne s training programs are designed to close the gap between the bank s needs and employees skills. A philosophy of experiential learning and participant involvement in training led to the development of her TELL-SHOW-DO training method that is skill based rather than theory based. The training limits lecture discussions to a maximum of 7-9 minutes, relying on an active hands on approach by the participants. Before starting Performance Solutions in 1983, she held senior positions with Bank South Corporation, the Internal Revenue Service, and the John H. Harland Company, where she introduced the highly acclaimed Officer Call Program. Dianne is a graduate of Georgia State University and is on the faculty of the Midwest School for Community Bankers and state Community Banking Schools. She is a past member of the American Society of Training and Development, and the National and State Speakers Associations. 7