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Advanced Retail Banking &

Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

Leverage every Customer Contact to deepen Customer Loyalty & improve Branch Profitability
OVERVIEW

COURSE LEADER

Retail banking has changed significantly


over the last few years, as a result of the
impacts of the global financial crisis and
also because of the rapid growth in new
alternative channels of distribution
emanating from the new digital era.
These changes are creating significant
challenges for the banks on one hand grow
revenue and at the same time reduce Costs.
This course explores the world-class
approaches of leading banks to organize &
manage their branch networks, and how
delegates' banks could emulate them to
boost profitable growth. Alongside these
changes the customers of banks are more
demanding so delivering excellence in
customer experience in the multi channel
world is key. Many banks fail to please their
customers, grow revenue, reduce cost and
drive shareholder value this programme
will share with attendees what the leaders
are doing and show how they can be
followed.
The programme will include the unique
Retail Safari which shall enable
attendees to benchmark customer
experience delivery in non-banking
environments against local banks.

Christian Dekoninck

Christian Dekoninck's expertise in leadership and strategy


implementation has been built over a 25-year career on strategy,
branch profitability, and reorganisation roles in the Banking
industry. He is an accomplished consumer banker (Retail, Private
Banking, Small Businesses) who has been leading very large
networks of thousands of people in different countries. He has
proven to be an agent of change positively impacting the branch
profitability, sales and financial (both revenues and expenses)
results for different banks across Europe, Asia and the Middle East.

Christian has more than 2 decades of experience with Citi. He served as a Managing Director
and is credited for building one coherent, strong retail network integrating the CitiGold,
Corporate and CitiFinancial (consumer finance) branches into one unit to maximize revenue
and cost synergies. Other keys to success were the introduction of a new branch model and
setting up a Direct Sales Agents network and tele-sales unit. He managed a financial
turnaround resulting in a positive EBIT of $50m in 2006 and $74m in 2007 compared to a
loss of $18m at the end of 2003.
In 2009 he became Managing Director of the even larger Branch network (600
Branches/4,000 staff) of Kredyt Bank (KBC group), taking responsibility also for Retail,
Private Banking and the call centre. During his first year he improved cost-to-income ratios
from 72% to 56%. In subsequent years, sales activity tripled in two years' time to a record
high of 6.5 sales/fte/day. Thanks to the implementation of a new Private Banking strategy the
PB customer base grew by 22% and investment sales reached a record level of over 300m
Euro/month gross (150m Euro net) in June 2011.
He has led high rated training and is a regular speaker for clients in the UK, USA,India,
Srilanka, Pakistan, Bahrain, Qatar, Dubai, Kuwait, Saudi Arabia, Malaysia, Thailand,
Singapore, Indonesia, Australia and New Zealand, Argentina, South Africa, including banks,
mutuals, finance companies, and new entrants.

COURSE DELIVERY
Thought Provoking, and Participative Presentations
Group Exercises that evaluate comprehension and get delegates interaction using the
tools provided.

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&

Case Studies that make evident the power of the right approach to the customer
Group Discussions where delegates can debate the evidence available and draw
conclusions for themselves and their businesses.
Retail Safari - a facilitated opportunity to be in the customer's shoes.

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www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015
WHO SHOULD ATTEND?
If you want to improve your banks
performance then you should be there!
Heads of Retail Banking / Branch
Banking / Private Banking

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

BENEFITS OF ATTENDING
Boosting the competitiveness and profitability of your Retail Branch Network
through optimal Customer Engagement
Creating a Business Strategy by leveraging Globalization
Maximizing Sales Effectiveness across your Branch Network

Head Branch Network Management

Process optimization across your Branch Network for maximum profitability and
competitiveness

Distribution Heads and Specialists

Creating sustainable competitive advantage

Regional Managers and Branch


Managers

To understand the critical success factors of retail banking in the 21C

Head Delivery Channel Strategy

To identify the key factors that will achieve profitable differentiation in an


increasingly competitive market
To identify and understand the principle target segments and their needs

Head of Sales and Commercial


Development
Head Of Customer Service
Customer Experience Directors /
Managers

To develop an optimal approach to other (often unwanted) segments


To be able to build and implement a successful brand strategy
To be able to successfully align brand, products and channels on a segment by
segment basis
To be able to select and implement the optimal sales strategy

Head of Service Quality

To understand best practices in the competences and behaviours of staff

Head of Marketing / Marketers

To learn a framework that will allow the ongoing management of physical


network assets for an optimal return on investment

Head of Operations

PRE-CLASS
QUESTIONNAIRE (PCQ)
To ensure that you gain maximum benefit from this event, a
detailed questionnaire will be sent to you to establish
exactly what your training needs are. The completed forms
will be analyzed by the course trainer. As a result, we
ensure the course is delivered at an appropriate level and
that relevant issues will be addressed. The comprehensive
course material will enable you to digest the subject matter
in your own time. This training course is designed
specifically for participants to work through a dedicated
strategic planning process. It is a high-level, intensive and
vigorous programmed that will move rapidly. The trainer
will introduce the sessions and then participants will have
the opportunity to develop their own plan. It is an extremely
practical training course where participants will spend
considerable time working on their own ideas that will
enable them to achieve superior performance within their
personal work domains. This training course will contain
case studies and learning principles from various
organizations, which will enable participants a frame of
reference from which they can then launch into their own
activity.

To develop a framework for the managed coordinated exploitation of emerging


digital channels including social media
To develop a framework for a coordinated multi-disciplinary approach to the
development and implementation of an overall delivery channel strategy

OUR PAST ATTENDEES


Affin Bank Berhad Al Rajhi Banking & Investment Corporation Berhad Allahabad Bank Alliance
Finance Company Allied Bank AmBank(M) Berhad Arab African International Bank Axis Bank
Bahrain Credit Bangkok Bank Public Company Bank AL-Jazira Bank Asia Bank Boubyan Bank
Mandiri Bank of India Bank Muamalat Malaysia Berhad Bank Negara Malaysia Bank Negara
Indonesia Bank of Asia Nepal Bank of Baroda Bank of Ceylon Bank Rakyat Canara Bank
Central Bank of India Cim Finance CIMB Bank Indonesia Commercial Bank of Ceylon DBS Bank
DFCC Bank Exim Bank of India Exim Bank of Malaysia Gulf Bank Kuwait Habib Bank Hatton
National Bank IDBI Bank Indian Overseas Bank Karvy Financial Services KASB Bank Kasikorn
Bank Kuwait International Bank L&T Finance Malayan Bank Berhad MCB Bank Metropolitan
Bank & Trust Company National Bank of Abu Dhabi National Development Bank PLC Oriental
Bank of Commerce Peoples Bank Pitney Bowes Software Golomt Bank PT.Bank Danamon
Indonesia Tbk Pubali Bank Public Bank Berhad Reserve Bank of India RHB Banking Group
Rizal Commercial Banking Corporation Seylan Bank PLC SIAM Commercial Bank Silk Bank
SME Bank Soneri Bank Saudi Hollandi Bank Standard Bank State Bank of India State Bank of
Mauritius The Islamic Development Bank TMB Bank Public Company Union Bank of Philippines
United Bank Limited UOB Bank (M) Berhad

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

DAY 1
Global Trends and Strategic Directions
Session 1:
Introduction:
The Insights of
Retail Banking

Addressing your current and future challenges


Expectations from the Masterclass Program
Objective and methodology followed

Looking into the future of retail banking

Session 2:
Global trends:
The Big Picture

Changing Competitive Landscape; Technology revolution v/s


traditional Banking
Recent changes in Client's behavior; Rising Customer Expectations
Customer service strategies in Retail Banking
Brainstorming exercises

Gaining sustainable competitive advantage

Session 3:
Challenges and
Opportunities for
Retail Banks

Transforming the organization; Setting up for increased competition


and expansion
Adapt the operating model to ensure efficiency and profitability
Selection of target markets and positioning
Delighting the customer with new products
Opportunities in emerging markets

Location Strategy; SWOT analysis on footprint and network


organization

Session 4:
Organize to
Deliver Solutions

Lean Branches with focus on Service and Sales to Customer


Innovative Design - Optimizing the physical space
10 Step Branch Transformation Model

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

Roles and responsibilities of a Branch Manager


Coaching people in the right direction
The principles of strategic design, and how to craft a Dynamic Branch
Experience

Session 5:
Successful
Branch Management

How to shape your institution's branch strategy by working through


common issues defining the experience
How to attack the challenges of Branch Design
Change Management and Sales Management
Coaching, incentivizing, pressuring people to change, focusing on
customer, focusing on business model, profitability.

DAY 2
From Service Excellence to Success in Sales
(Micro -) Segmentation through data collection
Importance of technology in Innovation
The role of social media

Session 1:
How to match what
customers really want
(and don't tell us)

Creating (and refining) a Customer Value Proposition ( CVP)


Defining a Customer Program; different value propositions for
different segments (Mass, Mass-affluent, Private Banking) - benefits,
pricing strategy, accessibility and channels
Aligning banks' priorities with customer priorities
Listening to customers and providing service events throughout the
retail network
Identifying the aspects of banking that benefit from personalization
Reasons for the customers to switch banks.

Session 2:
Do the surveys tell us
what the Customer is
thinking about us?

Brainstorming exercise
The Net Promoter Score (NPS)
Building trust and creating long term relationships - Matching the
Client's needs throughout the life cycle
Value of high quality service Service Quality Dimensions

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

Different aspects of customer's experience

Session 3:
Into the Customer's
shoes - Making it happen
for your Customer

Importance of 360 degree customer view and channel integration


Ensuring Transparent and Consistent Communication
Complaint handling

Traits, competences and behaviors of successful sales people in


Retail Banking

Session 4:
Sales Excellence

Cross selling and deep selling of retail banking products


Sales planning and process
Sales Management and Performance Metrics

Impact of Customer service on sales results


The specific role of customer service staff
Creating sales opportunities

Session 5:
From Service
Excellence to
Successful Sales

Increased focus of banks to diversify their product offerings


Competing in increasingly important areas such as wealth
management advisory, retirement and protection needs
Introducing change in Sales Process and Sales Management to
support the increase of both Sales Effectiveness and Customer
Relationship Management

DAY 3
Strategies to Make Your Branch Network Profitable
Session 1:
Branching out!
Is there a need for
physical presence in
a digital world?

Improving the customer experience through every contact multichannel delivery


Reducing the overall costs
Differentiation from competition by integrating unique delivery
channels and offering mobile solutions
Innovative solutions for the un-banked ( emerging markets strategy)

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

Differentiate in Customer Service


Multi- Channel Strategy and channel integration

Session 2:
Strategic directions
for future growth

Integrated marketing channels available in mobile format


New Branch Design ( 'state of the art' branches)
Technology to support Customer Centricity
Mergers and Acquisitions to increase market share

Insights in to actual case studies of best practices

Session 3:
People, Processes,
Products...
Reaching out for
Distribution Excellence

Sharing experiences
Methodology of a branch network project
Proven project model to increase sales and profit of your branch
network

Case study: Kredyt Bank Poland


Practical application
How to strike the right balance between self-service technologies and
personal interactions

Session 4:
Retail Network &
Branch Transformation

The range of differing branch models that have been developed to


leverage digital technology
The adjustments and decisions that need to be made as you scale
back the size of your branches
How to engineer a new branch service delivery model in a compact
footprint
The challenges involved with designing a compact branch from
technology and staffing to branding & sales
Group Brainstorming Exercise

Outline of Following Days


Customer Experience
Retail Safari Objectives

Briefing the details of the Retail Safari not just a walk about
Where the key learning from the day will be
How you can maximize the time for use in your own organisation

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

DAY 4
Your Strategy: Making Choices - Getting into Action
Increase efficiency (FTE allocation, internal processes) without
impacting the Customer experience
Building a consistent and cost-effective customer service

Session 1:
Customer Experience:
Your Challenges and
Opportunities

Importance of taking individual action on customer feedback


Shifting focus from processing transactions and containing risk to
developing an emotional connection with consumers to drive trust
and loyalty
Accelerate the migration of customers to self service
Creating a strategy of sustainable profitability and competitive
advantage

Prioritizing
Opportunity of globalization

Session 2:
Creating a Business
Strategy Plan by
leveraging globalization

Digital banking to attract the tech savvy and affluent who want a
global reach and no longer place a premium on the branch network
Aligning to global trends of Globalization and Digitalization
Engaging customers through digital channels
Strategic planning
Driving the change

Session 3:
Developing your
action plan

Creating your detailed action plan


Communication Plan
How to monitor and measure success

Gearing up for the Retail Safari


(Details & Schedule on Next page)

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015

4 DAY MASTER CLASS


2nd - 5th June 2015
Hotel Grand Millennium, Malaysia

The Retail Safari


Time to explore and chart what we like and dislike about today's real (face to face) experiences in a digital world.
13:00

Briefing for Retail Safari-think like a shopper (not like a banker), benchmarking experiences, measuring perception

14:00

Break and start of store tour

14:30

Store Visits

15:00

Store Visits (opportunity for coffee / snack during tour)

15:30

Store Visits

16:00

Return to Hotel / coffee

16:30

Wrap up of retail safari, personal action and follow up plans for future implementation

17:00

Closing Remark and future actions

Course Concludes

TESTIMONIALS
Well Conducted & Focused Masterclass
May Bank
Well Selected Trainer with good presentation skills
DBS Bank
Very Relevant Masterclass well conducted. Good trainer with International (Developing Countries)
Exposure & multi Cultural/ Economic Perspective
Reliance Industries
It was a good interactive workshop which was well conducted & addressed by good trainer from
the related field
Kuwait International Bank - Kuwait
Good movement to increase awareness of topics which effects in future on individual
development
Bank of Ceylon - Sri Lanka
Quest has done a brilliant job of connecting the right trainer to the right group of participants
Habib Bank - Pakistan

www.questmasterclass.com

Advanced Retail Banking &


Branch Profitability Excellence 2015
4 DAY MASTER CLASS

Investment

USD 3750
per

2nd - 5th June 2015

Delegate

Hotel Grand Millennium, Malaysia

REGISTRATION CONTRACT
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All delegate fee is exclusive of Govt. / Local Taxes @ 6%


For Group Discount for more than 5 delegates, please email to
shailendra@questmasterclass.com
This is a non residential course.

Payment Options:
Payment is required within 5 working days from date of invoice.

Organization Details & Authorisation


I / we hereby confirm to the above and authorize our participants to the programme.
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Terms & Conditions:
1. Fees are inclusive of programmes materials and refreshments and the event is nonresidential
2. Payment Terms: Following completion and return of the registration form, full payment is required within 5 days from
receipt of invoice PLEASE NOTE: Payment must be received prior to the conference date.
3. Cancellation/Substitution: Provided the total fee has been paid, substitutions at no extra charge are allowed.
Cancellations must be received in writing by mail or fax six (6) weeks before the conference is to be held in order to obtain
a full credit for any future Quest ontheFRONTIER conference. Thereafter, the full conference fee is payable and is non
refundable. The service charge is completely nonrefundable and non-creditable. Nonpayment or non-attendance does
not constitute cancellation. By signing this contract, the client agrees that in case of dispute or cancellation of this contract
that Quest ontheFRONTIER will not be able to mitigate its losses for any less than 50% of the total contract value. If, for any
reason, Quest ontheFRONTIER decides to cancel or postpone this conference, Quest ontheFRONTIER is not responsible
for covering airfare, hotel, or other travel costs incurred by clients. The conference fee will not be refunded, but can be
credited to a future conference. Event programme content is subject to change without notice.
4. Copyright etc: All intellectual property rights in all materials produced or distributed by Quest ontheFRONTIER in
connection with this event is expressly reserved and any unauthorized duplication, publication or distribution is
prohibited.
5. Governing law: This Agreement shall be governed and construed in accordance with the law of Malaysia and the parties
submit to the exclusive jurisdiction of the Singapore Courts. Quest ontheFRONTIER Singapore will be marketing the event
although the event will take place in Malaysia.

* This booking is invalid without signature.

Registration and Enquiries


Quest ontheFrontier
Contact: Shailendra Dwivedi
Direct Line: +91 22 6771 5314
General Line: +91 22 6771 5363
General Fax: +91 22 6771 5375
Email: shailendra@questmasterclass.com

www.questmasterclass.com

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