Accord Conference Bristol
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Accord Conference Bristol

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Accord Conference Bristol




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Presentation on theme: "Accord Conference Bristol"— Presentation transcript:

Slide1

Accord Conference

Bristol

April 2012

Anne Kiem

Chief ExecutiveInstitute of Financial Services

www.iofs.org.uk

Slide2

About the

Institute

a

division of the

ifs School of Financea not-for-profit professional body and registered charity, incorporated by Royal Charter

recognised as an awarding organisation by

Ofqualthe only specialist financial education body

with Taught Degree Awarding Powers

has a remit to provide the financial services industry with a skilled and competent workforce while also promoting a better understanding of finance amongst consumers.

Slide3

Evolution

Slide4

The

ifs

today

A

business

s

chool

for

Finance

Financial

Capability

Regulatory

Qualifications

Higher

Education

Professional

Qualifications

Executive

Education

Alumni /

Membership

Slide5

Why am I here?

Conversation with

Slide6

Who is the odd one out?

Adam Applegarth

Fred Goodwin

Sir Terry Wogan

Slide7

Who is the odd one out?

Bank Manager

Chef

Electrician

Solicitor

Dentist

Gas fitter

Plumber

Accountant

Slide8

The role of education in retail financial services

gives firms confidence

that

staff are

fully aware of, and acting in accordance with, their regulatory responsibilities and limitations gives employees confidence in their abilities and empowers them to seek the best outcomes for customers based on the consumers circumstances

gives customers confidence that their needs are being dealt with by competent, knowledgeable qualified banking professionals

Slide9

ensures that staff are fully conversant with processes and rules

better embeds the knowledge and delivery of best practice

enhances employees’ industry knowledge and appreciation of customer needs

identifies staff with talent and enables them to develop to their full potential

The role of education in retail financial services

Slide10

Institute Qualifications and Progression

Certificate in Retail Banking Conduct of Business

Certificate in Business Banking Conduct

Diploma in Retail Banking Conduct of Business

Professional

Certificate in

Banking

Professional Diploma

in Banking Practice & Management

BSc (Hons.) in Banking Practice & Management

Chartered Fellow

Chartered

Associate

MSc in Banking

Practice & Management

Slide11

Certificate in Retail Banking

Conduct

of Business

a professional qualification specifically designed to support customer facing staff

embeds understanding of the FSA's Retail Banking Conduct of Business and payment services regulations

equips customer-facing staff with essential knowledge of the financial services environment and the key principles of providing customer service

excellence

Slide12

Certificate in Retail Banking

Conduct

of Business

Course content

the different types of retail banking customers and their needsthe sources of guidance and information for retail banking customersthe financial services environmentrelevant legislation and regulations and how they impact retail banking

the main retail banking products and delivery channels

the key principles of lending the importance of delivering effective customer service and its impact on customer retention selling in retail banking

Slide13

Diploma in

Retail Banking

Conduct

of Business

f

or those managing customer facing teams

enhances

understanding of

retail banking

and its role within the wider financial

system

develops

a detailed appreciation of the

products

available to consumers and the

principles of

customer service best practice

enhances

management skills and knowledge and acts as a means to career

progression

offers

credits in to first year of the degree programme

Slide14

Diploma in

Retail Banking

Conduct

of Business

Course Content the role of financial services in society and the economykey legislative, regulatory and risk factors implications

and operational implementation of BCOBs and payment services regulations

customer service principles and practicecustomer-centric delivery channels and strategies for managing customer relationshipst

he

changing role and format of retail financial services and

the interplay

with ethics, consumer confidence and commerciality

Slide15

Certificate in Business

Banking

& Conduct

f

or customer facing professionals involved in lending to businessesenhances understanding

of the conduct of business regime in relation to business banking

develops understanding of the key processes and information needs related to making lending decisions

enhances business development, relationship

management

and customer service skills

Slide16

Certificate in Business Banking & Conduct

Course Content

the

business banking environment and

principles

of risk management and lending

the

main types of business

banking products

identifying

and

evaluating appropriate customer solutions

t

he application of BCOBs

to business

banking situations

and appropriate complaints handling processes

p

rinciples of customer

service excellence and effective

approaches towards

relationship management

Slide17

Studying

a

ll qualifications are studied via distance learning

comprehensive

learning support package provided, including access to extensive online student resources

assessed mostly by

multiple-choice examination with written exams for higher level papers (Diploma)examinations delivered

electronically with results given

immediately

Slide18

In summary

Benefits for

the organisation

development

of staff in a consistent

manner

improves customer satisfaction & confidence and can reduce complaints

h

elps

meet

regulatory requirements

sets

a benchmark

cost effective and flexible delivery

Slide19

Benefits for the individual staff member

increased confidence in their role

a

portable, externally benchmarked and industry recognised qualificationpathway to higher studies and potential career progression

illustrates a commitment to your employer, career & personal development

In summary

Slide20

Thank you. Questions?

www.iofs.org.uk

Anne Kiem

Chief Executive

Institute of Financial

Services