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Certified Branch Manager

Certified Branch Manager in partnership with RBA International

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Layer Certified Branch Manager
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Branch management Certification programme

This programme focuses on the requisite skills and expertise for effective bank branch management.

Modules

  1. 1. Retail banking overview

  2. 2. Business ethics and compliance

  3. 3. People Management

  4. 4. Performance management

  1. 5. Products

  2. 6. Operations

  3. 7. Customer service quality

  4. 8. Marketing

  1. 9. Effective sales management

  2. 10. Relationship management

  3. 11. Financial management

Learning outcomes

  • Analyse the key elements of a sound and rigorous Know Your Customer policy as well as Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies that includes Customer Due Diligence (CDD), Enhanced Due Diligence (EDD) and Politically Exposed Persons (PEPs)
  • Examine and identify the key roles of bank employees and their associated ethical and professional stance in relation to creating positive customer experience
  • Identify the key attributes of products and services in both conventional and Islamic banking and their respective roles in meeting customers’ needs across life-cycle stages
  • Understand the predominant role of data, processes and systems in creating omni-channel customers as well as the fundamental principles of effective queue management in bank branches and call centres
  • Analyse the role of minimal Key Performance Indicators (KPIs) as well as Funds Transfer Pricing (FTP) in effective performance management
  • Effectively, examine the role of the five key dimensions of customer service quality and their link to customer loyalty and customer success
  • Measure customer service quality through the application of measures such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Life-Time value (CLV)
  • Identify the unique approach for effective relationship marketing and sales of banking products and services as well as the key role of (longterm) relationship management underlined by CRM
  • Identify the sources of principal banking risks including unique Islamic banking risks
  • Apply the CAMELS model and associated ratios to bank financial statements to identify and interpret key information content

Registration fees

The fee per Candidate includes access to the RBA Learning Centre, a hard copy of the coursebook and one computer-based examination. Each re-sit fee is $300.