Advanced Banking Operations

Overview

This course explains the drivers of excellence in delivering a banking service. It looks at banking operations from the customer’s standpoint.

This course demonstrates the importance of understanding the impact of internal culture on quality. It shows why and how processes, process design and strategy should continuously be aligned.

This course also demonstrates how innovation is a key factor in banking operations. It explains why banks have to adapt to the new world of finance.

The course will wrap with a summary of the key learning points, followed by an action planning exercise with a view to apply the acquired knowledge and skills immediately upon your return to work. Post-course support is also available in relation to the implementation of your action plan, up to six (6) months following course completion.

Agenda

Banking Operations Excellence

• What is operational excellence in banking?
• Operational excellence principles
• Operational excellence models
• Implementation planning

Banking Operations – The Customer Experience

• Sources of customer complaints
• Creating an improvement programme
• The benefits of creating an improved customer experience
• Maintaining improvement through agility

Banking Operations – Culture and Conduct

• The challenge of cultural change
• Behaviour and empowerment
• The need for leadership discipline
• An integrated approach to sustainable change

Service Quality Models in Banking

• Critical components of service quality
• Service quality models and tools
• Key Performance Indicators

Banking Operations – Process Governance

• The opportunities for improvement
• Continuous improvement tools
• The cost imperative
• Process performance indicators

Banking Operations – The Role of Innovation

• Key concepts in innovation
• Recent innovations in banking
• Product innovation
• Agile design thinking

Online Banking

• Trends that will change the banking industry
• The growth of “non-traditional” banks
• Green Finance
• Fintech

Agile Banking

• Agile operating models
• Agile working in a bank
• The Agile transformation

Course Review

• Summary and recap of key learning objectives
• Action Planning

Target Audience

This course is suitable for:

• Banking staff who wish/need to broaden/deepen their knowledge of the factors affecting banking operations.
• Those who wish to gain a comprehensive insight into banking operations.
• Managers who wish/need to broaden/deepen their knowledge of the factors affecting banking operations.

Learning Outcomes

Upon completion of this course, you will:

• Appreciate how service excellence is the act of exceeding customer expectations.
• Understand why customer experience goes beyond customer service.
• Understand why culture determines an organization’s commitment to the level and consistency of service delivery.
• Learn how strategy is executed through effective and efficient processes.
• Examine why innovation is so valuable to banks.
• Understand the key drivers of the new world of banking.
• Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.