Training: Growing Income In Retail & Consumer Banking

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GROWING INCOME IN RETAIL & CONSUMER BANKING 26-27 October 2009

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JW Marriott Hotel, Kuala Lumpur, Malaysia

Consumers have more choices than ever before when it comes to handling their finances. Many banks and financial institutions are struggling to find the right mix of retail and commercial strategies, as well as the optimal way to combine their self-service, online and branch channels. Any institution’s success in retail and consumer banking demands a continual investment in their business and a close monitoring of changing trends in technology and customer behaviour. This 2-day training workshop is designed to provide you with practical understanding and varied skills that you need in order to succeed in such a dynamic market place for Retail and/or Consumer Banking. In this programme you will understand what sales process is all about, how to assess customers’ needs and how to present an opportunity in a way that will have the customer look forward to doing business with you. Some of the key highlights of the course include: *HWreal solutions and revitalise the core of your retail banking business &RQYHUWyour visitors into customers $GGUHVV common banking problems with the proper anti crisis solutions 'HYHORSstrategies to attract mass affluent customers and raise your bank’s profile This Course aims to make a real impact on the banking experience of your customers! 6R6,*18372'$<

Strictly limited seating to ensure value added to all Participants - so book early! Comprehensive course materials will be provided. Delegates who successfully complete this course will receive the Asia Pacific Centre for Continuing and Professional Development Certificate for Participation

A division of the Asia Business Forum

*52:,1*,1&20(,15(7$ WHY YOU CANNOT MISS THIS COURSE Upon completion of this course, participants will be able to:  /($51 how to increase sales and revenue in retail banking  81'(567$1' the needs of the consumer and how to profitability meet those needs  0$.( sense of the coming changes to the regulatory environment  &203$5( which products have been successful through the different channels  (67$%/,6+ whether your principal channels to market are the most effective for your structure  ,1&5($6( sales through targeted marketing using technology  (1685( your brand proposition is effective and powerful  0$.( sense and take advantage of the technological challenges that impact retail/ consumer banks  &5($7( a culture of customer service in order to drive income and client retention

PROGRAMME AGENDA

SESSION 1

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You just cannot ignore what is going on around you. The Financial systems: Banking, Stock Exchange, Insurance, Investments, Financial Crisis, etc. This session will discuss captivating insights on: z The financial crisis and its impact z Making sense of the crisis z Understanding the potential regulatory outcomes z Where growth will come from going forward

SESSION 2

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z Retail/consumer banking models post the crisis z The branch model – Advantages and drawbacks z Which sites drive revenue and is there a role for loss-leaders? z ‘Lite-Sites’ and their use z Global trends and new challenges

SESSION 3

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z Advantages and drawbacks of internet banking z Getting and keeping customers – Difficulties in ‘online loyalty’

WHO SHOULD ATTEND

z Suitable products for an internet bank z Maximising the revenue from internet banking

This Course is intended for Professionals, Middle to Senior Managers from Banks and Financial Institutions, including:

SESSION 4

™ Retail Bankers

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™ Banking Managers

z What happens in the private sector banking system

™ Heads of Retail/Consumer Banks

z Private Banking activities

™ Heads of Branch Networks/Marketing/ Product Management

z Types of fee based accounts z Added value and bundled services

™ Heads of Channel Distribution, Online Banking and E-Commerce

z Revenue versus service – Where are the tipping points?

™ Sales/Marketing Managers

z Drivers of client retention and profitability

™ Operations Managers

z Alternative approaches used by the leading global players to drive performance

™ Regulators ™ Researchers/Analysts

SESSION 5

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IN-HOUSE TRAINING Why Not Train More People for Less Money? If you have a team of 6 or more people who need to attend this training, it is more cost effective to have this Course customised to your organisation – at your training site. Savings can be significant! For more information on our in-house training programme, please email [email protected]

z Issues with call centres z Call centres from the client’s point of view z Making sure staff are trained to drive revenue z Make your call centres effective and profitable

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SESSION 6

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z Making sure staff are engaged and aware z What is the front line culture that is needed in a bank z CRM issues – Do your staff understand the key components? z Comparisons with other industries z Problems with performance z Measuring performance and incentives

SESSION 7

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z Plain vanilla products versus added-value products z What new products have been successful/unsuccessful? z Designing products for the customer rather than the bank z Driving revenue growth through new product offerings z Balancing price and experience z Using knowledge management to increase income

SESSION 8

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z Understanding the brand proposition z Designing products for the customer rather than the bank z Utilising intellectual property and human capital z What methodologies can be used to advance the brand perception amongst customers z What lessons can we learn from successful brands? z Constituent steps that need focus and attention for improved results

SESSION 9

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ABOUT YOUR COURSE LEADER MARK ANDERSON is a leading trainer of those working in the field of financial markets. His career started in broking following his graduation from Queens’ College, Cambridge University in 1983 and he became a partner in 1990 having been Head of Sales Trading and the leading salesperson in the firm. He began his training career in 1995 when he joined BPP Training & Consultancy, building the investment banking and investment team from scratch. He developed & delivered courses on Equities & Equity markets, Investment Banking, Hedge Funds and Investment Management as well as running Sales and Marketing courses for corporate & Investment bankers, hedge fund managers and service providers. In 1998, Mark was a co-founder of Banking & Capital Markets Training developing, and training financial & soft skills courses successful training programmes for many of the world’s leading banks and financial institutions, as well as consulting with banks & financial institutions. In 2005, he was mandated by a leading global financial institution to develop and deliver technical and soft skills courses to 600 staff as part of a large off-shoring project from Europe and the US to India. This contract involved over 300 days training in a two year period and was completed successfully in 2006. Mark’s last project was to set up a Training Academy for a large emerging market investment bank, training staff in CRM and technical skills as the business experienced high growth. This involved travelling to Russia and the CIS as well as more developed financial centres to instil ‘best practice’ CRM procedures to help with the bank cope with inevitable market volatility and the impact that could have on client relationships.

z What are the key triggers points that make clients buy? z How to make successful cross-selling a reality z Amalgamating sales channels to increase revenue

KEY POINTS ABOUT THIS COURSE

z How to ensure repeat sales

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8:00am (Day 1)

Registration and Coffee/Tea

8:30am (Day 2)

Coffee/Tea

9:00am

Programme Commences

10:30am to 10:45am

Morning Refreshment

12:30pm to 1:30pm

Lunch

3:00pm to 3:15pm

Afternoon Refreshment

5:00pm

End of Programme

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This Course will provide participants with an indepth focus on retail and consumer banking at both the strategic and operational levels. By attending this programme, you can update your skills and gain a better understanding of the impact on your bank’s growth and revenue opportunities, product development and customer requirements following the global credit crunch issues. You will also learn how to implement strategies to enhance cost efficiency and productivity by creating an environment where customers buy more of your products and services.