Banking Operations Essentials
London Business Training & Consulting
Key Information
Campus location
London, United Kingdom
Languages
English
Study format
On-Campus
Duration
1 week
Pace
Full time
Tuition fees
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Application deadline
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Earliest start date
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Introduction
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.
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
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.
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.
- Implement an Action Plan at your workplace using the knowledge and skills acquired through the course.