Best Practices in Banking Training

EXPERIENCE INNOVATION VALUEEXPERIENCE INNOVATION VALUE

Global Best PracticesGlobal Best PracticesIn Banking TrainingIn Banking Training

Simply the BEST!

TrainingCommunicationConsulting

www.globalbankersinstitute.com


Your PresenterYour PresenterDr Linda Eagle:Dr Linda Eagle:

Founder & President of GBI:Founder & President of GBI: Former President of The Edcomm Group Former President of The Edcomm Group

Banker’s AcademyBanker’s Academy Senior Manager at Arthur Andersen & CoSenior Manager at Arthur Andersen & Co Ph.D. in Business and PsychologyPh.D. in Business and Psychology


About GBIAbout GBI Global Bankers Institute (GBI) is a Training, Communication Global Bankers Institute (GBI) is a Training, Communication

and Consulting Firm dedicated to the banking, insurance and Consulting Firm dedicated to the banking, insurance and financial services community with innovative top-and financial services community with innovative top-quality solutions that provide measurable performance quality solutions that provide measurable performance improvement.improvement.

Headquarters in the heart of the financial district in New Headquarters in the heart of the financial district in New York at 245 Park Avenue.York at 245 Park Avenue.

Locations and representatives around the world.Locations and representatives around the world.


GBI HistoryGBI History Built on 30+ Years of Experience:Built on 30+ Years of Experience: Arthur Andersen & Co.Arthur Andersen & Co. Sandy CorporationSandy Corporation Edcomm Banker’s AcademyEdcomm Banker’s Academy Over 3,000 Clients ServedOver 3,000 Clients Served


Innovation in TrainingInnovation in TrainingAmong Our Notable Achievements:Among Our Notable Achievements:

First Human Capital Performance First Human Capital Performance Improvement DashboardImprovement Dashboard

First Deployment of Distributed Learning in First Deployment of Distributed Learning in a Mainframe Environment. a Mainframe Environment.

First Application of Operations Management First Application of Operations Management Theory to a Service Business. Theory to a Service Business.

First Utilization of Interactive Videodisc for First Utilization of Interactive Videodisc for Insurance Training. Insurance Training.

First Integration of Participant and Instructor First Integration of Participant and Instructor Guides. Guides.

First Arabic (reading right-to-left) Flash First Arabic (reading right-to-left) Flash Based eLearning. Based eLearning.

First Bi-Lingual Training Content Design. First Bi-Lingual Training Content Design.

First Content Management System for First Content Management System for Computer Based Training. Computer Based Training.

First Standards for Computer Based First Standards for Computer Based Training Screen and Navigation Design. Training Screen and Navigation Design.

First Learning Management System First Learning Management System Dedicated to Financial Services. Dedicated to Financial Services.

First 508 Compliant Financial eLearning. First 508 Compliant Financial eLearning. First Use of Touchscreens in Financial First Use of Touchscreens in Financial

Services Training. Services Training. First Satellite Based Distributed Learning. First Satellite Based Distributed Learning. First Documentation Management System. First Documentation Management System. First Just In Time (JIT) Training for First Just In Time (JIT) Training for

Investment Bankers. Investment Bankers.


GBI IndustriesGBI IndustriesGBI is proud to serve the following GBI is proud to serve the following

industries:industries: ATM ATM Branch Banking Branch Banking Branch Banking Branch Banking Brokerages Brokerages Business Banking Business Banking Capital Markets Capital Markets Cash Management Cash Management Clearing Houses Clearing Houses Commercial Banking Commercial Banking Commercial Lending Commercial Lending Compliance Compliance Consulting Consulting Consumer CreditConsumer Credit

Consumer LendingConsumer Lending Corporate Banks Corporate Banks Credit Card Credit Card Credit Unions Credit Unions Deposit Services Deposit Services Farm Credit Farm Credit Foreign Exchange Foreign Exchange Industry Associations Industry Associations Insurance Insurance International Banks International Banks Investment Banking Investment Banking Islamic BanksIslamic Banks Legal Legal

LendingLending Micro Finance Micro Finance Micro Lending Micro Lending Monetary Authorities Monetary Authorities Money Service Money Service

Businesses (MSBs) Businesses (MSBs) Money Transfer Money Transfer

Agents Agents Mortgage Banks Mortgage Banks Off-shore Banking Off-shore Banking Online Banking Online Banking Operations Operations

Outsourcers Outsourcers Payment ProcessorsPayment Processors Private BankingPrivate Banking

Project Finance Project Finance Regional Banks Regional Banks Regulatory Regulatory

Institutions Institutions Retail Banks Retail Banks Savings & Loans Savings & Loans Savings Banks Savings Banks Super Regional Super Regional

Banks Banks Supermarket Banks Supermarket Banks Trade Finance Trade Finance Treasury Banks Treasury Banks Trust Banks Trust Banks Wealth ManagementWealth Management


GBI Consulting SolutionsGBI Consulting SolutionsGBI offers GBI offers BEST!BEST! Consulting solutions: Consulting solutions:

• Career MappingCareer Mapping• Cascading GoalsCascading Goals• Competency MappingCompetency Mapping• Compliance AuditCompliance Audit• Continuity PlanningContinuity Planning• Corporate GovernanceCorporate Governance• DeNovo BanksDeNovo Banks• Gap AnalysisGap Analysis• Human Capital Human Capital

Performance Performance ImprovementImprovement

• Key Performance Key Performance IndicatorsIndicators

• KPI DashboardKPI Dashboard• Key Performance Key Performance

MeasuresMeasures• Marketplace Marketplace

DevelopmentDevelopment• OutsourcingOutsourcing• Performance AuditPerformance Audit• Performance Performance

ManagementManagement• Product DevelopmentProduct Development• Production StandardsProduction Standards

• ProfessionalismProfessionalism• Quality AssuranceQuality Assurance• ReengineeringReengineering• Risk AssessmentRisk Assessment• Security PlanningSecurity Planning• SustainabilitySustainability• Training Needs AnalysisTraining Needs Analysis• Training Value AnalysisTraining Value Analysis


GBI Communication GBI Communication SolutionsSolutionsGBI offers GBI offers BEST!BEST! Communication solutions: Communication solutions:

• AdvertisingAdvertising• Crisis ManagementCrisis Management• Cross Cultural Cross Cultural

CommunicationCommunication• Customer Customer

TouchPointsTouchPoints• DocumentationDocumentation

• Investor RelationsInvestor Relations• Marketing Marketing • Media ConsultingMedia Consulting• Motivational Motivational

ProgramsPrograms• Multimedia Multimedia

DevelopmentDevelopment• Publicity/MediaPublicity/Media

• RecruitmentRecruitment• Sales IncentiveSales Incentive• Video ProductionVideo Production• Web Site DesignWeb Site Design• Workforce Workforce

DevelopmentDevelopment


GBI Training SolutionsGBI Training SolutionsGBI offers GBI offers BEST!BEST! Training solutions: Training solutions:

• Anti-Money LaunderingAnti-Money Laundering• Bank Secrecy ActBank Secrecy Act• Blended TrainingBlended Training• Branch ManagerBranch Manager• Branch SecurityBranch Security• Business DevelopmentBusiness Development• Cash ManagementCash Management• CertificationCertification• Children's ProgramsChildren's Programs• ClassroomClassroom• CoachingCoaching

• Code of ConductCode of Conduct• Commercial LendingCommercial Lending• CommunicationsCommunications• ComplianceCompliance• Consumer LendingConsumer Lending• Corporate CultureCorporate Culture• Credit RiskCredit Risk• Cultural SensitivityCultural Sensitivity• Customer ServiceCustomer Service• DiversityDiversity• eLearningeLearning

• EthicsEthics• Financial Statement Financial Statement

AnalysisAnalysis• FraudFraud• Giving Effective Giving Effective

PresentationsPresentations• Harassment and Harassment and

DiscriminationDiscrimination• Information SecurityInformation Security• Islamic BankingIslamic Banking• LeadershipLeadership• MentoringMentoring


GBI Training SolutionsGBI Training SolutionsGBI offers GBI offers BEST!BEST! Training solutions: Training solutions:

• MicroLending MicroLending OperationsOperations

• Mortgage LendingMortgage Lending• Negotiation SkillsNegotiation Skills• Onboarding/Onboarding/

OrientationOrientation• On-the-Job TrainingOn-the-Job Training• Operations Operations

ManagementManagement• Orientation to BankingOrientation to Banking• Performance Performance

ManagementManagement• Platform SalesPlatform Sales• Portfolio ManagementPortfolio Management

• Problem SolvingProblem Solving• Productivity and Productivity and

QualityQuality• Project ManagementProject Management• Records ManagementRecords Management• Relationship Relationship

ManagementManagement• Relationship SellingRelationship Selling• Sales and ServiceSales and Service• SeminarsSeminars• Simulated Systems Simulated Systems

TrainingTraining

• Supervisory SkillsSupervisory Skills• Systems TrainingSystems Training• TellerTeller• Train-the-TrainerTrain-the-Trainer• Treasury Risk Treasury Risk • Wealth ManagementWealth Management• WebinarsWebinars• Workplace SafetyWorkplace Safety


7 Keys to BEST! Training7 Keys to BEST! Training1.1. Know Your AudienceKnow Your Audience2.2. Provide Applied Skills and ToolsProvide Applied Skills and Tools3.3. Use Appropriate Delivery TechniquesUse Appropriate Delivery Techniques4.4. Provide Top Quality MaterialsProvide Top Quality Materials5.5. Focus on Systems TrainingFocus on Systems Training6.6. Focus on Compliance and Ethics TrainingFocus on Compliance and Ethics Training7.7. Human Capital Performance Improvement (HCPI)Human Capital Performance Improvement (HCPI)


Know Your AudienceKnow Your Audience LanguageLanguage RegionRegion Job Position and SeniorityJob Position and Seniority Relevant ExamplesRelevant Examples Involve Through Applied & Experiential Involve Through Applied & Experiential

LearningLearning Audience GoalsAudience Goals


Provide Applied Skills and Provide Applied Skills and ToolsTools

Cases & Examples Must Be RelevantCases & Examples Must Be Relevant Teach Behaviors Not TheoriesTeach Behaviors Not Theories Design Comprehensive Student Materials That Design Comprehensive Student Materials That

Students KeepStudents Keep Provide Forms, Templates & SpreadsheetsProvide Forms, Templates & Spreadsheets


Use Appropriate Delivery Use Appropriate Delivery TechniquesTechniques

LectureLecture WorkshopWorkshop SimulationSimulation Self-Paced Print/VideoSelf-Paced Print/Video eLearning TutorialeLearning Tutorial eLearning ScholasticeLearning Scholastic eLearning SimulationeLearning Simulation WebinarWebinar BlendedBlended


Design Top Quality Design Top Quality MaterialsMaterials

Quality is MotivationalQuality is Motivational Well Designed Graphics Increase RetentionWell Designed Graphics Increase Retention Multimode LearningMultimode Learning NavigationNavigation Look and FeelLook and Feel


PrintPrint


eLearningeLearning


Focus on Systems TrainingFocus on Systems Training Must Be Hands OnMust Be Hands On Simulate the SystemSimulate the System Use an Observe-Practice-Demonstrate ModelUse an Observe-Practice-Demonstrate Model Use Applied ExamplesUse Applied Examples Include Off-Line StepsInclude Off-Line Steps Organize for the Student not for the SystemOrganize for the Student not for the System


Focus on Compliance and EthicsFocus on Compliance and Ethics You Cannot Teach Morality!You Cannot Teach Morality! Teach Rules and ConsequencesTeach Rules and Consequences Foster a Compliance CultureFoster a Compliance Culture Use eLearning to Reduce RiskUse eLearning to Reduce Risk


Human Capital Performance Human Capital Performance Improvement (HCPI)Improvement (HCPI)

In today’s economy, training of employees is In today’s economy, training of employees is more important than ever as banks cope with more important than ever as banks cope with needing to increase sales and maintain quality needing to increase sales and maintain quality and capacity with a lean workforce. and capacity with a lean workforce.

Most organizations must accomplish their training Most organizations must accomplish their training goals with a limited training budget, making the goals with a limited training budget, making the return on investment of every dollar spent on return on investment of every dollar spent on training even more critical.training even more critical.


Human Capital Performance Human Capital Performance Improvement (HCPI) AuditImprovement (HCPI) Audit

Human Capital Performance Improvement Audit (HCPI) benefits:Human Capital Performance Improvement Audit (HCPI) benefits:•Turn Training from a Cost Center into a Profit Center by demonstrating the Turn Training from a Cost Center into a Profit Center by demonstrating the measurable positive Return on Investment of your Training.measurable positive Return on Investment of your Training.•Spend less and get more from your Training Vendors and hold them Spend less and get more from your Training Vendors and hold them accountable for achieving your goals.accountable for achieving your goals.•Align Training Objectives with your Bank’s Strategic Goals by identifying Align Training Objectives with your Bank’s Strategic Goals by identifying Key Performance Indicators and the current and desired Key Performance Key Performance Indicators and the current and desired Key Performance Measures that training must impact.Measures that training must impact.•Provide a Training Plan that lays out a road map that identifies future Provide a Training Plan that lays out a road map that identifies future training needs and how to best address them.training needs and how to best address them.



Cascading strategic and operational goals is the process of Cascading strategic and operational goals is the process of linking organizational strategic goals to division, linking organizational strategic goals to division, department and even individual operational goals. department and even individual operational goals.

Cascading goals: Cascading goals: • Identifies how success is defined at all levels within the Identifies how success is defined at all levels within the

bank. bank. • Details the value provided by each division, department, Details the value provided by each division, department,

area and employee. area and employee. • Illustrates the impact of poor performance at any level Illustrates the impact of poor performance at any level

within the bank. within the bank.


Human Capital Performance Human Capital Performance Improvement (HCPI)Improvement (HCPI)



Using a top-down approach, the first step in the HCPI Audit Using a top-down approach, the first step in the HCPI Audit Cascade is to define the organization’s strategic goals upon which Cascade is to define the organization’s strategic goals upon which all other goals will be built.all other goals will be built.



Next, Organizational Strategic Goals are translated into Operational Goals Next, Organizational Strategic Goals are translated into Operational Goals throughout the organization from divisions to departments to individual lines. throughout the organization from divisions to departments to individual lines. There may be many Operational Goals for each Organizational Strategic Goal.There may be many Operational Goals for each Organizational Strategic Goal.



Key Performance Indicators (KPIs) are defined to allow evaluation of operational Key Performance Indicators (KPIs) are defined to allow evaluation of operational goals. KPIs are developed using a top-down approach, originating from goals. KPIs are developed using a top-down approach, originating from organizational strategic goals, cascading down to operational goals and then organizational strategic goals, cascading down to operational goals and then identifying the KPIs that support them.identifying the KPIs that support them.



Once KPIs are established, they must be translated into concrete, quantifiable Key Once KPIs are established, they must be translated into concrete, quantifiable Key Performance Measures (KPMs). KPMs allow an organization to continue to measure Performance Measures (KPMs). KPMs allow an organization to continue to measure progress toward operational and organization strategic goals. KPMs can be established progress toward operational and organization strategic goals. KPMs can be established for any level within the hierarchy, such as division, department, branch and individual.for any level within the hierarchy, such as division, department, branch and individual.


Questions and AnswersQuestions and Answers


Our PledgeOur PledgeGlobal Bankers Institute brings experience, innovation and Global Bankers Institute brings experience, innovation and value, providing the value, providing the BEST!BEST! Training, Communication and Training, Communication and Consulting solutions to the financial services industry. Consulting solutions to the financial services industry.

We pledge:We pledge:GBI will deliver the finest quality solutions you have ever GBI will deliver the finest quality solutions you have ever used. used. GBI will deliver the most exemplary service you have GBI will deliver the most exemplary service you have ever experienced. ever experienced. GBI will measure and demonstrate positive return on GBI will measure and demonstrate positive return on investment. investment.


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http://www.globalbankersinstitute.com/


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