institute of banking studies€¦ · · 2017-11-08training programs delivered through workshops,...

2018

Institute of Banking Studies

[ CERTIFIED BANK BRANCH MANAGER]

Group 1

2017/2018

Certified Bank Branch Manager )CBBM) 2

INDEX

No Content Page No.

1 Administration Details 3

2 Program Schedule 9

3

Individual Module Outlines:

Banking Business Related Competencies

11

Marketing & Selling Competencies 16

Management & Leadership Competencies

19


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.

It is therefore essential that highly trained and motivated staff is appointed Branch

Managers.

Administration Details


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


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


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 – http://www.kibs.edu.kw/en_E_Learning.cms

• 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.

http://www.kibs.edu.kw/en_E_Learning.cms


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.


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.


Program Schedule

Orientation Date

13 Nov. 2017

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 2017

Courses

21 January 2018

Courses

18 March 2018

Courses

Modules

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P3

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P2

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II

Hours 18 18 24 18

As required

30 30 30

As required

30 30

As required

Time 08:00am – 03:00pm 08:00am – 03:00pm 08:00am – 03:00pm

Date 19/11

– 21/11

2/12 –

4/12

18/12 –

21/12

9/1 –

11/1

21/1 –

25/1

4/2 –

8/2

4/3 –

8/3

18/3 –

22/3

1/4 –

5/4

Exam Date Nov 28 Dec 12 Dec 26 Jan 16 Jan 30 Feb 13 Mar 13 Mar 27 Apr 10

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


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

Individual Module Outlines


“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


“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



“CBBM–2018- 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


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



“CBBM -2018-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


“CBBM -2018-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



“CBBM -2018 - 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



“CBBM -2018- 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



“CBBM -2018- 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



“CBBM -2018- 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



“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–2018- Module I–Part 3: Developing Branch Managers' Analytical and Quantitative

Competencies

CBBM -2018-Module II – Part 1: Marketing Bank Products and Services

CBBM -2018-Module II – Part 4: Risk Management From a Branch Perspective

CBBM -2018- Module II – Part 2: Customer Relationship Management


For further inquiries, please call:

Mrs. Farah Jarrad Operations Officer

Tel: 22901169 Fax: 22901185

[email protected]: -E www.kibs.edu.kw :Website

“Certified Bank Branch Manager (CBBM) - 2018”

November 19, 2017 - April 5, 2018

mailto:[email protected]

institute of banking studies€¦ · · 2017-11-08training programs delivered through workshops,...

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