The digital transformation in retail banking has fundamentally changed the role of the bank branch. Customer expectations and the customer engagement landscape have changed, however the need for relationship management and financial advice remains. Certified Branch Manager (CBM) teaches you the essential business acumen and best practice-led competencies in customer-centric service delivery that creates customer value, drives revenue and process efficiencies and serves customer needs through the branch network.
You are equipped with the tools to optimize the bank’s service culture and drive process improvements, implement management information systems with key performance indicators to maximize branch productivity, and grow and retain frontline staff for a competitive and sustainable advantage.