Retail Banking Masterclass

Course description


This 3 day programme is designed to assist and challenge attendees to improve both their knowledge and performance in the light of current significant changes taking place within the retail banking sector.

Retail banking has changed significantly over the last few years, following  the impacts of the global financial crisis but particularly due to the rapid growth in new alternative channels of distribution emanating from the new digital era – mobile as well as social media. In today’s increasingly competitive world for retail banks keeping up to speed with key trends and desired changes is challenging. These changes are creating significant challenges and placing pressures on banks to balance revenue growth alongside the pressures on cost management.

The environment in some countries has a wider range of current challenges including credit and risk issues, currency challenges, inflation and cost pressures brought about through issues including oil price reduction and international sanctions.

It is therefore important that to tackle these challenges that retail bankers are well informed to enable them to balance the challenges of today with the need for future success. Having the unique benefit of a global expert and former banker who has direct experience of the local market place is invaluable – that is what this programme offers

Amongst the additional trends affecting the industry are:

  • The drive to digital is impacting all aspects of retail banking activities. Technology is having far-reaching impacts on the everyday lives of people – whether they are dealing with a bank or a retail outlet
  • The future of the branch – how to drive future profitable growth
  • The experience received by customers in non-bank environments is shaping current and future customer expectations and setting new standards. The customers of banks are more demanding than ever ,so achieving excellence in customer experience delivery in this Omni-channel world is important
  • The growth in use of non-branch channels is negatively impacting branch profitability
  • Many banks fail to please their customers, grow their revenue, reduce costs and drive shareholder value
  • Challenges exist in distribution choices, a need for a new approach to marketing, consideration of the appropriateness of existing business structures

What will you learn

The programme will share with attendees what the leaders are doing and help them make a difference in their day to day work in producing improved performance for the bank.

It will also draw upon the course leader’s experience of working in markets where significant sanctions have existed and impacted the economic climate for customers and bankers

The programme will draw upon experience from retail banks around the globe as well as sharing best practice from non-bank sectors where learning can be applied. Attendees will be able to find practical solutions to the challenges being faced, helping them take away real actionable ideas, innovations and plans.

Main topics covered during this training

  • The challenges, market insights and trends: key recent retail banking research findings
  • Analysing successful multichannel operators
  • Challenges in managing revenue growth
  • How to improve customer experience
  • Exploring barriers to increased business
  • Distribution channels
  • How to maximise contributions of your people
  • Sales, Marketing and communications

Who should attend

  • Head of Retail Banking
  • Regional Managers
  • Branch Managers
  • General Managers
  • Head of Marketing
  • Marketing Managers
  • Alternative Distribution Managers
  • Strategic Planning Personnel
  • Operations Directors
  • HR and Training Managers


Retail Banking Masterclass - A 3 Day Programme



  • Course content review/ sharing of how attendees can maximise benefits from the event
  • Review of individuals current local challenges in light of the course content in order to ensure programme delivers to attendees expectations
  • Appreciating the current challenges presented through external market pressures on the economic model and current and future profitability
  • Latest trends in retail banking drawing upon recognised research from the likes of McKinsey’s, Cap Gemini and E&Y
  • Learning from people, premises, product and promotion perspectives to gain insight of what the market leaders are achieving
  • Analysis of key trend changes of Technology/ Institutional Changes/ Demographics/ Environment and Ethics and Social Values 

The session will share key recent retail banking research findings 


  • Discussion of current priorities for attendees bank as well as what the leaders see as priorities in international markets
  • What do changes/ impacts mean for customers, costs, profits, revenues, marketing, staff and shareholders – what is the impact on distribution for the future – what attendees can do to deliver improved performance in their roles
  • Developing a method of delivering excellence in customer experience delivery
  • Discussion on what the market leaders are doing to achieve that status – what can be learned from them and introduced into attendees banks
  • Learning from non banks – how do they deal with the growing multiplicity of channels and product offerings – what can banks learn from them, especially as they develop leading edge technology innovations
  • Omni-channel – managing for both customer benefit and increased performance

Sharing of learning from successful multichannel operators


  • Understanding “the revenue wall” – learn how to grow bank revenue
  • Where are tomorrows major revenue opportunities – how are you performing?
  • What do the best do to maximise income?
  • Where should you place your focus and money for maximum return
  • Managing change and innovation
  • The role of innovation – can it add to revenue growth – examples
  • Product innovation and development
  • Changing role of marketing
  • Big Data – what is it/ how to leverage for success

Examples of retail banks that deliver over 25% higher revenues from their approach 


  • What is the value of investing in service?
  • Experience – a key differentiator?
  • Why do banks fail so often to deliver the experience customer require?
  • How to create the great brand experience
  • CRM – Need for focus on the R (relationship)
  • Who are the leaders and why?
  • What can been learned from the non-bank sectors
  • What can you do to become a leader?
  • What are the elements required for success? Best practice to deliver competitive advantage
  • Reward systems for customer experience excellence delivery
  • Empowerment – examples of leaders who deliver excellence
  • Delivering increased loyalty at lower costs and higher value – how it can be achieved

Shared learning from the leaders in both banks and non banks


  • What are “barriers to business”? Understanding how banks can improve performance through their removal
  • Why do barriers exist in the first place – how to remove them for better business numbers
  • A review amongst attendees of the barriers existing in existing business models impacting on increased performance
  • Analysis of business barriers and their bottom line impact
  • Ensuring the new digital world is integrated with the existing physical outlets



  • Analysis of the rapidly changing world of bank distribution
  • Development framework/ role and focus for branches/ phone/ digital/ DSF
  • Branches – their changing role in the future
  • Impact of the drive to digital
  • Distribution – how can you make branches more profitable?
  • What balance is necessary between branches and new/ developing non branch channels?
  • The growth of digital – what does it mean for costs and performance
  • What is the role of segmentation in delivering profitability
  • Matching customer to channels – getting the balance right
  • Can branch design influence the bottom line performance
  • Role of social media in the marketing mix – are there examples of successful models to follow?
  • What is the future – mobile banking, internet, branches?
  • Channel choices – tends and what customer s respond to
  • Branches in the community – a missed opportunity?
  • Branchless banking – what does that mean?
  • Targeting through a multi-channel world
  • Remote banking, mobile banking – how to make it work for bank and customer
  • Managing cost structures in a multi channel world – some ideas
  • Cost reduction v. investment – where to put your money
  • Distribution – can partnerships work?
  • Cross sales – just how do you sell to customers when you never see them?
  • Retention/ loyalty – how do you build links of value with customers
  • Understanding the customer journey – using that knowledge to outperform the competition

Shared learning from banks around the globe that have undertaken distribution changes recently 

DAY 3 


  • Power of people in the delivery of results – centralisation v. decentralisation – managing from group to subsidiaries
  • Organisational structure – is todays structure fit for purpose?
  • How might a future focused bank be structured? Key functions to deliver excellence?
  • Segment or product focus?
  • Power of the front line – how can you maximise results
  • Leadership – what are the key attributes of the successful leader
  • Building powerful relationships that mean customers want to buy products from the bank
  • Recruitment, training and development – what methods work for the best
  • Empowerment – alternative options discussed
  • What can be learnt from non-banks
  • How to place the right people in the right jobs – role fit survey approach
  • What are the skills required for successful banking in the future?
  • How will banks adapt to find the new roles required for the next generation bank?

This session will share practical examples of the winners in managing people


  • Using customer insights to be one step ahead of the competition
  • Understanding how customers buy from you
  • How can you influence their behaviour
  • How can you grow your share of the customers wallet
  • How to drive higher sales performance across all channels
  • Understanding where to focus for maximum impact
  • Identifying and removing barriers to purchase
  • How does marketing need to adapt in this new world?
  • Product development/ promotion –what can be learned from other sectors – is there “best practice?
  • Should marketing use the same approaches as retailers when launching products – where can you learn from the best – will in work in banking?
  • Product innovation – ideas of what is happening around the world
  • Loyalty programmes – do they work
  • How to develop high levels of retention and advocacy
  • Innovations in communications
  • Co-branding – a good idea?
  • Impact of twitter, facebook, mobiles and social media in general
  • What is the future for marketers? What needs to change to deliver in the new world being shaped by technology influences


  • Pulling the learning together for success
  • Individual priorities and actions

The programme will draw upon extensive range of examples from banks around the globe (with an eye on the relevance to the local market)



  • The programme director is well known within retail banking globally, having worked in retail banking for many years (as CEO of a major UK retail bank) but he also has extensive and unrivalled experience of working directly with retail bankers in many parts of the world (Europe, Middle East, SE Asia, Africa, Australia, India, Pakistan, China, Russia as well as the UK). The list of banks he has worked with is extensive and impressive and include names such as HSBC, Bank of China, Reiffeisen, Bank Muscat, UOB, Commonwealth, Habib, Bank St Petersburg, Ocean Bank and numerous others.
  • John managed the retail bank Abbey National in the UK (800 branches/ 15+ million customers) after a wide range of roles from Sales to Marketing to Transformation and Operations (plus managing businesses in continental Europe –France/Italy/Spain)
  • International recognition was gained through the innovative introduction of a branch franchise model, as well as Costa Coffee , a widely acclaimed and successful distribution innovation
  • He is a sought after trainer and has worked with many banks to deliver value adding projects across the globe during the last decade across all areas of retail banking activity



We offer banking and finance courses as well as soft skills and business management training. You can either attend an open public course in London or Dubai or arrange customised in-house training to be delivered in any of your offices worldwide.

Most of our public courses are run over 2 full days. Some programmes are offered as a 1 or 3 day training.

In-house training is tailored to client’s requirements and can be organised over 1 day, 2-3 weeks or longer.

Public courses are organised mainly in London and Dubai. Occasionally we organise courses in other centres like Paris or New York. Check our public course calendar for the current list of programmes. We use a range of training venues, all in the centre of the cities and with excellent transport links to the airports and train stations.

In London we use venues in the centre (near Oxford Circus station or in Mayfair) or in the City (near Liverpool Street or Moorgate stations).

In Dubai our courses are organised in one of 4-5* hotels in the Deira district. Once you register we will send you detailed information together with accommodation options if required.

Our in-house courses can be delivered anywhere in the world. We work with over 25 trainers worldwide. Contact us do discuss your requirements. Check our list of available programmes.

Our courses are run in central locations from 9 a.m until 5-5.30 p.m. There are 2 coffee breaks and a lunch break. Lunch is always provided in the venue.

Dress code is smart casual.

All our programmes are taught by senior specialists who have spent many years in their respective sectors, working as senior managers and head of departments, so they understand very well the market and the challenges you are facing.

The experience of our trainers allows us to create very practical programmes, focused on current market trends and challenges. You can be sure that you will gain the knowledge which can be instantly applied in your workplace after the course. You will be analysing real life case studies, take part in group exercises and discussions as well as role plays, whenever applicable.

We want our courses to be as practical and interactive as possible so we limit the number of participants in order to optimise your time with the trainer and allow you to ask questions which are important for you.

In order to understand your requirements and expectations, we will send you a pre-course questionnaire.

You will also receive post-course support so if you have any questions after you left the training, you are welcome to contact us.

There are 2 easy ways to register:

  1. Go to the course of your choice and click Register Now button to fill the registration page
  2. Email us to

After you register, we will send you registration confirmation and an invoice so you can arrange the payment. Please note that your place is not confirmed until we receive it.

If you register within Early Bird discount period, there’s limited time to arrange the payment in order to be eligible for the discount. You will find all the details on the invoice.

We don’t advise to make any travel and hotel arrangements until you receive full course confirmation from us.

We will send you venue and course details as soon as possible but most likely about 3-4 weeks prior to the course commencement.

You can pay by:

  • Making a bank transfer
  • Debit/credit card
  • Cheque payable to Eureka Financial Ltd. - only within UK

Just mark preferred paying option on the registration form. Whichever form of payment you choose we will always send you an invoice.

If you pay by card, a 2.2% processing fee will be added. We will send you authorisation form so you can give us your card details.

Included in the price of a public course are:

  • Course tutorial
  • Take away course materials
  • Course Certificate
  • Lunch on the days of the training as well as drinks and snacks throughout the course

The price doesn’t include accommodation, flights, transfers and any additional costs outside of the training venue.

Yes, we always offer Early Bird discount, so the sooner you register the more savings you can make. We also offer group discounts and if you register for 2 or more programmes at the same time.

If you are a full time student or unemployed, we offer a 25% discount of the full price of the training. Student ID or unemployment status confirmation is required to claim this discount.

If you attend one of our courses you will be entitled to a special discount for a year after the last course you attend with us. Also, if you have attended and recommended us to a friend, both you and your friend will receive a special discount. You will receive more information about it after you attend the course.

See our Customer Loyalty Discounts page for more details.

All our courses based in the UK are subject to the VAT charge of 20%. This fee is irrespective of the country of residence of the delegates.

You can, however, claim the VAT back by contacting UK tax office - HMRC, and filling the relevant form, as long as you comply with the following rules:

For Delegates coming from the EU countries

If you represent a registered business in another EU country, you can use the Refund Scheme to reclaim VAT you pay in the UK as long as all of the following apply:

  • You're not registered for VAT in the UK and don't have to, or can't be, registered here
  • You don't have a place of business or a residence in the UK
  • You don't make any supplies in the UK

You can find some more information here. In order to claim the VAT you have to fill Form 65.

For the Delegates from Non EU countries

If you represent a registered business in a non-EU country, you can use the Refund Scheme to reclaim VAT you pay in the UK as long as all of the following apply:

  • You're not registered for VAT in the UK and don't have to, or can't be, registered here
  • You don't have a place of business or a residence in the EU
  • You can only use the Refund Scheme if your own country operates a similar scheme and makes it available to UK businesses. If your country has its own Refund Scheme but doesn't let UK businesses use it, you can't claim under the UK Refund Scheme.
  • You don't make any supplies in the UK

If the following rules apply to you, please fill the 65A form and send it to HMRC.


You can cancel your participation up to a month before the course and receive a refund minus 10% of the full course value. Between 2-4 weeks before the course you will be charged 50% cancellation fee and if you cancel less than 2 weeks before the course you can only offer your place to a colleague. Up to 2 weeks before the course you can reregister for another edition for 10% reregistration fee if there is another webinar offered or you can rebook for a course in London by paying the difference in price plus 10% reregistration fee.

Classroom Courses

If there is any official travel restriction or difficulty related to the COVID pandemic around the time of the course we will convert the training into a webinar or offer to attend the next classroom edition at no extra cost.

If you are unable to attend the course, you can either send a replacement at no extra charge or, up to 10 days before the training, you can transfer your booking to another edition within the next 6 months paying administrative fee of 20% of the full course price. For any cancellation requests received between 11 days and 4 weeks from the course we offer 50% refund or reregistration to another edition for 25% of the value of the booking. For any cancellation requests received more than 4 weeks before the course date we will offer a refund less an administration fee of 10% of the full course price.

Cancellations must be made in writing (letter or email) and reach our office four weeks prior to the course date. We regret that only limited refunds can be given after this period as per points above. Non-attendance without any notification will be charged at full rate. Your place on a course is not guaranteed until we receive the payment. All payments must be made in full before the course date.

All our trainers have been working for many years in their respective sectors before they begun to teach so they bring a wealth of practical experience to the classroom.

Most of them used to work for 15 or more years in the financial sector and corporate world, and were holding positions of Directors, VP and Senior Managers. Some of them have published books and have written articles for specialised magazines and newspapers including FT, The Independent, The Times etc. You can find detailed biography of each trainer on the page of the course you want to register for.

Yes, you will receive a Certificate of Attendance at the end of the course you attend.

If you have to apply for a Visa to attend a course in the UK, we will issue a letter to support your application. The letter will be issued only after the payment for the course has been made.

It is delegate’s responsibility to obtain a Visa and failure to do so will not make the participant exempt from the cancellation policy.

Anyone suspected of applying for a training course simply to gain a Visa letter will be reported to their embassy.

We will need the following information to issue an invitation letter:

  • Full name as it appears on your passport
  • Date of birth
  • Passport number
  • Passport issue date
  • Passport expiry date

This topic can be arranged on in-company basis. If you have a group of 4 or more we can customise it and deliver in any location worldwide. Contact us to discuss your requirements



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