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Advanced Retail Banking & Branch Profitability Excellence

Course Overview

Retail Banking has changed significantly over the last few years, following the impacts of the global financial crisis but in particular due to the rapid growth in new alternative channels of distribution emanating from the new digital era (mobile as well as social media) as well as the growth in innovative technologies such as AI, chatbots, and robotics.
In today’s increasingly competitive world for retail banks, keeping up to speed with key trends and desired changes is challenging. These changes are placing pressure on banks to balance revenue growth alongside the pressure on cost management whilst facing the difficulty of how to drive more value from expensive physical networks. The Asian and African environment has a wide range of current challenges, including credit and risk issues, political challenges, inflation and cost pressures, as well as growing populations demanding more services enabled through digital opportunities—technology can clearly provide some of the solutions, but choosing where to focus expenditure for optimum benefit is not easy.
It is therefore important to tackle these challenges, to equip retail bankers with the knowledge to enable them to balance the challenges of today with the new for future success. Having the unique benefit of a global expert and former banker who has direct experience of working with the local marketplace is invaluable—that is what this programme offers.

Benefits of Attending

  • Participants get a helicopter view of what retail banking entails.
  • The course significantly broadens their view of the bank they work for and the role they can play in developing it successfully together.
  • They are trained in all aspects of retail banking, from passive and active products to the extensive range of off-balance sheet services offered to a client.
  • They are also confronted with the role of a bank branch and its relationship with both the various types of customers as well as with the various decision levels inside the bank.

Course Objective

  • The course aims to make a bank’s sales force aware of the vital role they play in making their institution profitable.
  • They learn to understand the importance of retail banking and branch management.
  • They are fed by a lot of data registered by the bank computers and have to learn to interpret them.
  • They are key to the customer’s desire to stay with the bank, to deepen their relationship with it, to accept that they will pay for excellent services, and to become an ambassador of the bank in their area through word-of-mouth.

Who Should Attend

  • Head of Retail Banking
  • General Managers
  • Regional Managers
  • Branch Managers
  • Head of Marketing
  • Marketing Managers
  • Alternative Distribution Managers
  • Strategic Planning Personnel
  • Operations Directors
  • Relationship Managers

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Course Outline

Session 1

Retail banking in the world: Present situation & Change drivers
  • Increasing importance of scale
  • Concentration
  • Globalization
  • Deregulation & re-regulation
  • ICT Developments
  • Change drivers: Computer Technology,
  • Cost, Capital, Customers

Session 2

Retail bank strategy considerations
  • Cutting up the bank functions
  • Change strategies: Restructuring Lean Banking: Core business, support services, customer, labour market
  • Strategic choices: Customers & retail banking, leadership or follower strategy
  • Customer loyalty in Retail Banking: Making loyalty pay off with better economics
  • Branch strategic issues: Full Service Branch, Limited Service Branch, Specialty Branches, Sales offices (counselling and sales centre), Automated Delivery Services, New business models (branchless banking using agent networks, partnerships with mobile network operators, distributors, utility companies)
  • The ‘new’ role of the branch:
    a) A sales organisation with: sales channel and service channel, customer-driven work organisation (multichannel), active customer and product management (CRM), focus on customer satisfaction
    b) A productivity-driven management with: active operations, process and distribution management, human performance criteria and management

Session 3

Branch Performance management: Financial management, Customer management, the market of Small and medium sized businesses, Operations management, Distribution channels management, HR management, Financial management
  • Income measurement & allocation,
  • Cost measurement & allocation,
  • Profitability
  • Reporting

Session 1

 Customer management
  • Sales versus marketing
  • Customer Behaviour, Customer segmentation, Customer profitability, Customer value
  • Product Management (Product range, Cross selling, Customer-driven organisation)
  • Marketing (Marketing of Services, The planning circle, Market research & market intelligence, Nature and Roles of Services Marketing, Communication system tools, The 7 P’s on branch level)
  • The market of Small and Medium-sized businesses: SME Needs & according bank products, the market of affluent customers, corporate needs & according products

Session 1

Operations management
  • Process management
  • Electronic equivalents of cash payment systems
  • Reviewing the credit process

Session 2

Distribution Management
  • The Multi-channel approach, Service Quality (Customers’ expectations of Quality at a bank level, Internal Customer – Supplier relationship)
  • Mobile banking goes mainstream: Loyalty’s path to growth

Session 3

Human Performance Management
  • Role of Branch Managers
  • Performance criteria
  • Performance management
  • Competency management
  • Performance related pay
  • Increasing Employability
  • GROW model (Goals, Reality, Options, Way Forward) & tools (SMART planning, performance coaching, performance evaluation, personal development)
  • Stakeholder management
  • Frequently Asked Questions

Reasons to choose Delfino Group

Delfino Group is recognized for its customized learning solutions, expert instructors, and global reach. We blend theoretical knowledge with practical applications, ensuring every participant gains actionable insights
Training Services

While we do not provide job placement services after the training course, we are confident that our programme equips you with the necessary tools and knowledge to enhance your career prospects and promote career growth. Our training courses are designed to empower you with valuable skills and expertise to excel in your chosen field.

Yes, here are the following options we can offer to assist you:

  • Corporate Discount – We can extend our corporate discount to participants staying at the same hotel, if we have any. Please enquire about the availability of this discount when you register for the training course.
  • Nearby Hotel Suggestions – If you prefer other accommodations, we can provide a list of nearby hotels to suit your needs and budget.

Feel free to go through hotel booking platforms on the internet to find    the most cost-effective for you.

Yes, we provide assistance by issuing a Letter of Invitation stating that you are confirmed to attend our training.

  • We offer multiple international training venues, which can be accessed through our locations tab.
  • Our training courses are conducted at partnered hotels located within the specified training areas. Please note that venue assignments may vary based on availability. For the most current information, do not hesitate to contact us at info@delfinogroup.com

We value transparency and are happy to provide our instructor’s profiles upon request. If you would like to learn more about our instructor's qualifications, expertise and experiences, please email us at info@delfinogroup.com

Yes, we do. We provide tailored training courses designed to meet the specific requirement of a larger group of individuals. These customized training courses can be conducted in both classroom and online formats, allowing you the flexibility to choose your preferred dates and duration.

Please contact us at info@delfinogroup.com to discuss your group’s training needs, and we’ll work with you to create a personalized training course that aligns with your objectives.

We offer two main training formats to cater to different preferences and needs: 

  • Classroom Training Delivery – Our traditional classroom-based training courses provide a face-to-face learning experience with subject matter experts. You’ll benefit form in-person interactions, hands-on exercises and a structured classroom environment.
  • Online Training Delivery – We also offer convenient live/online training courses that you can access from anywhere with a stable internet connection. These courses provide flexibility and allow you to learn anywhere, making them suitable for busy schedules or remote learning.

Upon successful completion of the training course, you will receive the Delfino Group certificate of completion.

Certainly, we do provide corporate rates tailored for organizations seeking to enrol multiple employees in our training programs. To facilitate this, we encourage you to make a formal request via email addressed to info@delfinogroup.com. We’ll be delighted to discuss and offer a suitable arrangement for your corporate needs.

Yes, special discounts are available upon request if you have more than one registrant for a course. For further information please email us at info@delfinogroup.com

Classroom

  • It covers your Course fee 
  • Provision of a world-class subject matter expert to deliver this training
  • Meeting at a hotel venue corresponding to your chosen session
  • Welcome food and drinks, AM / PM snack, and Buffet Lunch
  • All the required course materials will be provided on the first day at the venue.
  • Digital course materials (pen drive)
  • Course completion certificates
  • Designing and administration of Pre-& Post Course Assessments
  • Preparation of participant’s Performance and Appraisal Report, if required
  • Issuance of Letter of Invitation for delegates needed visa processing, if required

Online 

  • It covers your course fee
  • Provision of a world-class subject matter expert to deliver this training through live/virtual delivery
  • An electronic copy of the training manual and relevant hand-outs
  • Issuance of The Delfino Group e-Certificate of Completion
  • Administration of Pre-& Post Workshop Assessments
  • Link access of online platform acceptable to both parties

We offer two convenient payment options:

  • Bank Transfer – You can make payment via bank transfer. Once your registration is confirmed, you will receive an invoice with the banking details for the transfer. We would require you to supply a swift copy for us to confirm receipt of funds.
  • Payment Link – Alternatively, we provide a secure payment link that you can use to complete your payment after your registration has been confirmed.

Yes, we do allow registration transfers in the event that you are unable to attend the training course. To initiate a transfer, please send us an official email requesting the change. We’ll guide you through the transfer process and ensure a smooth transition of your registration to another eligible participant.

Yes, we do allow registration transfers in the event that you are unable to attend the training course. To initiate a transfer, please send us an official email requesting the change. We’ll guide you through the transfer process and ensure a smooth transition of your registration to another eligible participant.

You can email us your intention to register at info@delfinogroup.com. Our team will guide you through the registration process and provide assistance you may need.

Our training course sessions are scheduled and posted on our website for your convenience. However, we understand that there may be specific requirements for your group. If you have a preferred venue and specific training dates in mind, please feel free to email us at info@delfinogroup.com where you can Propose your preferred location & date” of your preferred training course.

Our course timings slightly vary between the cities we offer our training courses. Please let us know of your preferred course and session (dates/venue) through email at info@delfinogroup.com. Alternatively, you may call/WhatsApp us at +91 9987 40 1119.

We understand that time zones may be different between our Senior Consultants and our delegates. Our standard online course timings may be adjusted upon confirming the programme. Our team shall communicate between the confirmed registered delegates and suggest a suitable course timing for all.

Our standard course duration for our classroom programmes is 6 hours per day while our online session is 5 hours per day.

Our training programmes are designed to be concise yet comprehensive, focusing on professional development. The duration varies based on the specific course content and objectives – we normally offer programmes between 3 – 10 days. However, our emphasis lies in delivering interactive and engaging sessions that prioritize depth of learning within a condensed time frame. This approach ensures participants acquire substantial knowledge and skills efficiently.

Our courses offered have been assessed by CPD providers, ILM, European International University, NASBA,etc for ensuring a commitment to quality and excellence in our operations and services.

Our training courses span across diverse industries, encompassing sectors such as but not limited to:

  • Business Intelligence & Data Management
  • Leadership, Strategy and Innovation
  • Marketing and Business Development
  • Banking & Financial Regulations
  • Project & Process Management
  • Energy
  • Finance & Business Acumen
  • Technology
  • Healthcare Management
  • HR & Organizational Behaviour
  • Public Sector Management
  • Government Affairs

Our commitment lies in continuously refining and expanding our training course offerings to align with evolving industry landscapes. We encourage individuals to explore our website or engage with our dedicated support team for the latest information on available courses, ensuring access to the most pertinent and current educational resources.

Yes, The Delfino Group is certified and recognized by several prominent industry standards. Specifically, it holds certifications from ILM, Continuing Professional Development (CPD), Project Management Institute (PMI), International European University,etc.

Delfino Group

UGB 48, Ground floor, Phoenix Paragon Plaza, LBS Marg, Kurla(W), Mumbai-400070.
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  • Sat : 9.30 am - 02.00 pm
  • Sun : Closed
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