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Bank Branch Manager Excellence

Start Date:
10 Dec 2018
QAR 10500
Course Name : Bank Branch Manager Excellence Course
Course Overview:
Despite the changing dynamics of branch banking, branches continue to play a central role in a retail banks’ overall offerings. As purely transactional services migrate to direct channels -mainly online and mobile, branches need a specific and systematic methodology for achieving branch excellence. This requires the full engagement and leadership from branch managers and their teams.
It is imperative for retail banks to capitalize on the opportunity to turn their branches into brand-building, loyalty-enhancing pillars of profitability. Branches remain the primary channel for customer acquisition and consultative sales for both consumers and small businesses.
Course Information:
The branch manager is required to demonstrate considerable skill sets which includes good financial understanding, people management skills, ability to bring in sales revenues and retain current customers, whilst adhering to changing regulations and policy parameters.
Objective :
On successful completion of this module, the course attendees will be able to:
  • Professionally manage the intricacies and challenges of a branch
  • Play a leadership role in developing business and overcoming competition
  • Formulate the right channel, marketing and customer strategy in the light of evolving trends
  • Lead, manage, motivate, coach and transform the branch team towards superior performance
  • Better understand and comply with regulatory requirements and policy guidelines
  • Develop skill sets necessary for more effective operations, risk, queue management, sales, service, complaint resolution
  • Increase revenue and sales through cross-selling, retention , marketing initiatives
  • Improve profitability through a better management of branch resources, channel mix and customer needs
Content Highlights :
  • The Changing dynamics of Branch Banking
  • Overview of Retail Banking- (Products, Policy, Process)
  • Customer Due Diligence- (AML/ KYC/ CDD/FATF /CB guidelines)
  • Customer Relationship Management (Sales, Marketing, Cross-selling, Retention)
  • Risk (Credit and Ops Risk, Fraud, Retail Lending, Collections,)
  • Customer Excellence (Service Metrics, Complaints, Building loyalty)
  • Alternate Distribution Channels (Optimizing Channel Mix, Digitization, Social Media)
  • Branch Manager Roles and Responsibilities (Leadership, Coaching, Team Building, Score cards, Performance Management)
  • Governance Framework (Audits, KRI, Reviews, BCP)
Target Audience:
The course is targeted at:
  • Branch Managers
  • Assistant Branch Managers
  • Aspiring managers
  • Senior bank staff             
Not required
Course Structure :  
This course will consist of Power point presentations, case studies and role plays, in-class exercises and discussions. This series of training will focus on the critical success elements of managing and leading a performance focused sales and service team. Each workshop is packaged full of checklists, job aids, case studies, examples, and "real world" situations.
Course Facts :
Duration : 7 days 


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