The banking industry plays a pivotal role in driving economic growth by facilitating financial transactions, mobilizing savings, and providing credit to individuals, businesses, and governments. Modern banking operations have evolved beyond traditional deposits and withdrawals, encompassing a broad range of services such as electronic payments, trade finance, investment banking, risk management, and compliance with stringent regulatory frameworks.
This five-day intensive program equips participants with a thorough understanding of core banking functions, operational processes, and industry best practices. It offers practical insights into the day-to-day workings of banking institutions, from front-office customer engagement to back-office processing and compliance monitoring.
Through real-world case studies, interactive discussions, and simulation exercises, participants will learn how to navigate operational challenges, optimize workflows, enhance customer service, and ensure adherence to regulatory requirements. By the end of the training, participants will have both the technical knowledge and operational skills needed to excel in banking roles in today’s competitive financial environment.
Participants who successfully complete the course will receive Certificate of Participation.
Course Objectives
By the end of this course, participants will be able to:
- Understand the structure and functions of the banking system.
- Identify and manage key banking products and services.
- Execute operational processes efficiently and accurately.
- Apply risk management and compliance principles in daily operations.
- Utilize technology for improved banking operations.
- Enhance customer satisfaction while maintaining operational efficiency.
Duration
5 Days
Who Should Attend
- Banking Officers and Tellers
- Relationship Managers and Customer Service Officers
- Credit and Loan Officers
- Operations Staff in Banks and Microfinance Institutions
- Finance and Accounting Professionals entering the banking sector
- Regulators and Supervisors
Course Outline
Day 1: Introduction to Banking
- History and evolution of banking
- Role of banks in the economy
- Types of banks (commercial, investment, central, microfinance)
- Overview of banking products and services
- Structure of a typical bank: front office, middle office, back office
- Regulatory bodies and banking laws
Day 2: Core Banking Operations
- Opening and managing customer accounts
- Deposits, withdrawals, and account maintenance
- Cheque processing and clearing systems
- Cash handling procedures and controls
- Introduction to loan processing and credit facilities
- Case study: End-to-end account opening and transaction processing
Day 3: Payment Systems and Technology in Banking
- Electronic Funds Transfer (EFT), RTGS, SWIFT, ACH
- Mobile banking, internet banking, and agency banking
- ATM operations and cash replenishment processes
- Payment card systems (debit, credit, prepaid)
- Cybersecurity in banking operations
- Workshop: Mapping a digital transaction journey
Day 4: Risk Management and Compliance
- Operational risks in banking
- Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) compliance
- Know Your Customer (KYC) processes and due diligence
- Fraud detection and prevention in banking operations
- Internal controls and audit trails
- Simulation: Conducting KYC and identifying suspicious transactions
Day 5: Customer Service Excellence in Banking
- The importance of customer experience in banking
- Handling complaints and resolving disputes
- Building trust and long-term relationships with clients
- Balancing efficiency with personalized service
- Performance measurement in banking operations
- Group project: Designing an operational improvement plan for a bank branch
- Final presentations and course wrap-up
General Notes
- The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.
- The participants should be reasonably proficient in English as all facilitation and course materials will be offered in English.
- Upon successful completion of this training, participants will be issued with a certificate.
- The training will be held at Kincaid Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.
- All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.
- Accommodation and airport pickup are arranged upon request. For reservations contact the Training coordinator at Email: training@kincaiddevelopmentcenter.org or Tel: +254 724592901
- This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our Kincaid Training Centre or at a convenient location.
For further inquiries, please contact us on Tel: +254 724592901 or send mail to training@kincaiddevelopmentcenter.org
Payments are due upon registration. Payment should be sent to our Bank account before commencement of training and proof of payment sent to training@kincaiddevelopmentcenter.org