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This Branch management Certificate program teaches awareness of business essential and best practices competencies through delivering customer-focus service that creates customer value, drives revenue, improves process efficiencies, and serves customer needs through the branch network. |
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Bank and MFI senior and potential managers with a special focus on branch managers.
• Retail Banking overview
• Business ethics and compliance
• People Management
• Performance management
• Products
• Operations
• Micro Credit Analysis
• Customer service quality
• Marketing
• Effective sales management
• Relationship management
• Financial management
• Tools for Managing and Hedging against Risk
• Managing the Future in a Global Marketplace
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• At the end of this course participants will be able to:
• Identify the key features of bank products and services.
• Understand the function of data, processes and systems
• Guide employees to develop customer-focus behaviors to improve the branch productivity and customer outcomes.
• Appraise the effectiveness of branch sales workforce
• Analyze the role of the five key dimensions of customer service quality
• Identify the key role of long-term relationship management underlined by CRM
• Develop specific sales strategies for digital services
• Apply the CAMELS model and associated ratios to bank financial statements to identify and interpret key information content.
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