Banking Operations (Advance)

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.

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.