Who is the RBA? The Certified Retail Banker (CRB) qualification is the only retail banking qualification programme of its kind in the world that:

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2 Who is the RBA? The RBA is the only educational and professional body in the world dedicated exclusively to offering post-graduate professional education in the retail banking field. The Certified Retail Banker (CRB) qualification is the only retail banking qualification programme of its kind in the world that: provides a comprehensive body of knowledge in support of the mission to professionalise retail banking. has been designed by industry practitioners. is principles-based. has been independently and internationally accredited. is supported by a rigorous assessment process that also tests the application of knowledge. 21/08/2015 2

3 The RBA Vision and Mission The RBA is on a mission to promote retail banking as a recognised profession and the status of retail bankers as internationally recognised professionals. Today, retail bankers in some 90 countries are studying for the CRB qualification. Certified Retail Bankers are: are trusted professionals, like accountants and lawyers. dedicated to doing what is best for the client. abide by a strict code of ethics and professional conduct. 21/08/2015 3

4 Our Board Michael Lafferty Founder and Chairman Evelyn Hunter-Jordan Chief Executive Officer Garry Marsh Board Director 21/08/2015 4

5 Unique benefits of the RBA Programme Provides participants with a sound and comprehensive knowledge of the end-to-end customer experience across the silos in your bank. Allows for practical implementation to improve results significantly Allows you to measure your return on investment Provides participants with a common frame of reference leading to improved communication and faster learning. Provides the tools to drive employee engagement, retention and motivation 21/08/2015 5

6 Tools that improve results significantly An optimised and focused product portfolio can improve bottom line results by 15-30% Branch management tools provided can increase retail banking profitability by 10-20% Companies with highly engaged employees achieve approximately 14% higher growth in net profit compared with companies with low employee engagement scores Improving staff engagement will greatly benefit the customer experience, lower attrition by up to 4% per year and benefit brand perception 21/08/2015 6

7 Tools that promote employee engagement Employee engagement is highly correlated with the bank s profit growth Engaged employees are more customer-focused and a customer focus is essential for the creation of valuable customer relationships and profit for the bank High employee engagement fosters a winning performance culture with objective and fair evaluations of staff performance and credible evaluation of candidates for promotion. 21/08/2015 7

8 The RBA Programme develops retail bankers with the skills to: understand how the bank as a whole operates and can be optimised understand customer psychology and build enduring and profitable relationships with customers motivate and engage staff which is critical to exceeding customer expectations deliver excellent service that will delight the customer. analyse product profitability in order to focus on optimal value creation understand and manage the bank s risks gain an understanding of key value drivers, KPIs and financial reports 21/08/2015 8

9 The RBA Curriculum Retail banking s purpose is to help consumers optimise their financial situation over their lifetime. RBA has developed a competency- based curriculum to enable organisations in support of this purpose. 21/08/2015 9

10 The RBA competency framework to: 1. develop a vision and implementation strategy that gains the commitment and engagement of all employees 2. maintain an ethical values-based culture that enables excellent customer service 3. attract, develop and retain the right people which is a key competitive, sustainable advantage 4. determine the financial needs and preferences of the bank s customers. 5. develop solutions to meet the bank s customers needs 6. enhance the brand and attract customers through effective marketing 7. deliver financial solutions in a customer friendly/focused way 8. optimise the service culture of the bank 9. achieve operational excellence 10. implement a governance structure that optimally serves all stakeholder interests 11. implement measures to fulfill the bank s prudential responsibilities and to maintain the bank s sustainability 12. conduct business within regulatory constraints so as to manage risk 13. implement management information systems with relevant KPIs to maximise performance 21/08/

11 Our Approach We work with a client bank to: align the competency framework with the bank s business and learning objectives identify the most appropriate level of the curriculum for the target group coordinate with and complement existing training initiatives to avoid duplication establish the best blend of classroom learning and/or e-learning strive for execution efficiency within chosen blend of learning provide feedback mechanism on results 21/08/

12 Target Groups Graduates and new entrants Promote faster learning and a common frame of reference for how a retail bank works - while providing your graduates with a professional qualification. Middle management Align your bank s management to a common standard and levels of competencies, while achieving a holistic understanding of the end-to-end customer experience across the silos in your bank. Experienced retail bankers We offer accelerated programmes for retail bankers with 10 or 15 years experience. 21/08/

13 Bespoke Programmes for senior executives Bespoke Programmes can be uniquely tailored to your requirements. They are specially designed for executive-level retail bankers, exploring current and strategic issues through a combination of high-level discussions, case studies and our exclusive curriculum. Led by RBA s most senior faculty members, participants on the course will be able to gain a new understanding of international best practices in retail banking. 21/08/

14 Retail bankers enrolled in RBA programmes come from banks that include: 21/08/

15 GET IN TOUCH: Evelyn Hunter-Jordan Chief Executive Officer Phone: Mobile: Skype: evelyn.hunter-jordan /08/

16 APPENDIX 21/08/

17 RBA qualification path A bachelor s degree or the equivalent professional work experience is required for entry onto the programme 21/08/

18 Retail Banking I Module 101 Business Ethics and Compliance Module 107 Customer Service Quality Module 102 Retail Banking Overview Module 105 Marketing Module 108 Operations I Module 103 Products Module 106 Effective Sales Management Module 109 Credit Loss Management Module 104 Channels Module 110 Relationship Management 21/08/

19 Retail Banking II Module 201 Direct Marketing Module 207 Operations II Module 202 Product Portfolio Management Module 205 Customer Care Module 208 Balance Sheet Management Module 203 SME Lending Module 206 Performance Management Module 209 Risk Management Module 204 People Management Module 210 Financial Management 21/08/

20 Retail Banking III Module 301 Leadership in Retail Banking Module 303 Achieving Profitable Growth Module 306 Operational Leadership in Retail Banking Module 302 Business Strategies for Retail Banking Module 304 Brand Management Module 307 Risk and Capital Management Module 305 Governance and Ethics 21/08/

21 Assessment Criteria Based on Learning Outcomes Bloom s taxonomy of Knowledge, Comprehension and Application (Critical Thinking) 21/08/

22 Examination Structure The final grade is calculated based on an equal weighting of the scores obtained in each part of the examination 21/08/