Enhancing Efficiency, Compliance & Customer Experience in Retail Banking

Duration: 2 Days

Delivery Mode: In-person or virtual
Level: Foundational to Intermediate
Target Audience:

• Retail bank officers and customer service representatives
• Operations and branch managers
• New entrants into retail banking
• Compliance and product support staff

Course Objectives

By the end of this course, participants will be able to:

• Understand the structure and key functions of retail banking
• Manage core operational processes efficiently and in compliance with regulations
• Enhance customer onboarding and service delivery
• Mitigate operational risk and improve transaction accuracy
• Align daily operations with digital transformation in banking

FOUNDATIONS & CORE BANKING OPERATIONS

SESSION 1: Overview of Retail Banking

• Evolution and role of retail banking in the financial system
• Structure: Branch banking vs. digital channels
• Key products and services: Savings, loans, cards, investments
• Branch vs. back-office functions

SESSION 2: Daily Banking Transactions & Controls

• Cash handling, deposits, withdrawals
• Cheque processing and clearing
• Account opening and KYC documentation
• Internal controls to prevent errors and fraud

Practical Case Study:
Processing a new account application – identifying errors and omissions

SESSION 3: Customer Service & Relationship Management

• Principles of excellent retail banking service
• Complaint handling and escalation
• Customer engagement for upselling and retention
• Measuring customer satisfaction (CSAT, NPS)

SESSION 4: Compliance & Regulatory Requirements

• AML/CFT essentials in retail banking
• KYC and due diligence procedures
• Understanding the role of the central bank and regulators
• Handling suspicious transactions (STRs)

1. ADVANCED OPERATIONS, RISK & DIGITAL INNOVATION

SESSION 5: Risk Management in Retail Banking

• Types of operational risks in branches
• Fraud risk and internal control measures
• Credit risk basics in loan processing
• Business continuity and data security

SESSION 6: Back Office & Support Operations

• Clearing and settlement processes
• Reconciliation and account accuracy
• Reporting and audit trails
• The importance of service level agreements (SLAs)

SESSION 7: Digital Transformation in Retail Banking

• Rise of mobile banking, ATMs, and e-wallets
• Core banking systems and CRM tools
• Fintech collaboration and customer-centric innovation
• Cybersecurity essentials for front-line staff

SESSION 8: Operational Excellence & Continuous Improvement

• Setting KPIs for operational performance
• Process mapping and lean banking
• Staff training, supervision, and morale boosting
• Role of leadership in operational discipline

Training Methodology

• Expert-led presentations
• Interactive case studies
• Practical simulations and role play
• Peer sharing and team exercises
• Templates, checklists, and process maps

FOR COURSE SCHEDULING AND CUSTOMIZATION:

Please contact our office to discuss your specific training needs and preferred dates. Programmes can be delivered in-house or virtually, depending on your team’s requirements.

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