Cimb malaysia 2014 programme directory (1) (1)

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Cimb malaysia 2014 programme directory (1) (1)

  1. 1. Programme Directory 2014
  2. 2. 2 Executive Leadership Development Corporate Advisory Business & People Management Developingbusiness and people managers with holistic business and managementskill sets (e.g. SupervisoryDevelopment Programme,The Complete Manager Programme) Organisation & Culture Development DevelopingCIMB leadership bench strength and embedding a leadershipculture to support the Group corporate vision (e.g. CIMB- NTU Accelerated Universal Bankers, Explorers’ Expedition) Credit Buildingprofessionals with strong credit fundamentals(e.g. Consumer Core Credit, Business Lending Fundamentals, Financial Accounting for Lenders) Sales & Service Professional Development Inculcatingorganisational culture that unifies CIMB Group employees across its regions (e.g. Group Orientation,Teambuilding) Enhancingprofessional expertise and supporting career progression (e.g. Essentials of Universal Banking, Role-based Certification Programmes,Systems Training) Treasury Risk Management Creating risk management culture that perpetuates sustainable optimal risk-returns(e.g. FSA/IFSA, Basel III, AML/CFT Awareness Programme) Developingtop-rated corporate advisors and corporate marketing personnel (e.g. Corporate Strategic Analytics, Corporate Governance & Ethics, EXPN Sector Talk Series) DeliveringASEAN For You experiencethrough increased sales and service capabilities (e.g. STARS Programme,Hidden Secrets of Influencing,Essentials of Customer Service) Developing top-rated treasury personnel to optimise profitability and use of capital (e.g. Islamic Capital Market Products, Islamic Foreign Exchange, Equity Portfolio Management) Programme Category
  3. 3. Executive Leadership Development
  4. 4. 4 CIMB-INSEAD LEADERSHIP PROGRAMME Executive Leadership Development 1 Performance Objectives • Apply strategic insights and frameworks in growing business • Obtain global outlook for strategy formulation • Develop and maintain critical networks and alliances for business growth • Lead and manage large teams effectively • Embed a leadership culture across the Group • Complete an Individual Development Plan for career growth and tracking Learning Objectives At the end of the programme, participants will be able to: • Promote Network CIMB – leverage synergies across the Group • Develop leadership skill sets and competencies as leaders transition from business management to Group management • Understand individual leadership strengths and weaknesses and develop improvement action plans Key Topics • Strategy and Execution • Business Model for Innovation • World Economic Outlook • Marketing – Understanding Customers, Effective Branding and Positioning • Leadership Agenda and Communication • Understanding Judgment and Decision Making • Group and Individual Coaching • Action Learning Projects Sponsored by CIMB Group Senior Leaders • Team BuildingActivities Programme Duration 3 modules (5 days each) and a Capstone event (2 days) over 9 months Target Audience Identified Directors and Managing Directors Trainer External Trainers (INSEAD) and CIMB Senior Leaders
  5. 5. 5 CIMB-NTU ACCELERATED UNIVERSAL BANKERS PROGRAMME Executive Leadership Development 2 Performance Objectives • Attuned to opportunities for cross selling and increase customer product holding through understanding of the wide range of products across the Group • Build and maintain important networks with peers across the Group • Understand and tap into the business opportunities available in the ASEAN financial landscape • Excel in their role in the global financial industry with a specific focus in ASEAN by using business and cultural skills Learning Objectives At the end of the programme, participants will be able to: • Comprehend the universal banking concept and key strategies for innovation • Associate and integrate the synergies of different businesses and units across the Group Key Topics • Module 1 : Doing Business in ASEAN − Strategic challenges and opportunities in ASEAN, focused on the banking landscape in key ASEAN markets - strategic framework for analysing the banking sector − An introduction to leadership and management − The foundations of corporate lending’s analysis • Module 2 : Universal Banking and Innovation Strategies − The concept of Universal Banking − Innovation strategies in the banking sector − Corporate lending and other key banking activities including consumer banking, wealth management, private banking, treasury products and investment banking • Module 3: Strategic Execution of Universal Banking in ASEAN − Leadership and management − Islamic Banking − Challenges, opportunities and key strategies for the execution of an integrated Universal Banking model Programme Duration 16 days over 6 months Target Audience Identified Vice Presidents and Directors Trainer CIMB Subject Matter Experts, External Trainers (Nanyang Technological University, Singapore and Industry Specialists)
  6. 6. NAVIGATORS’ EXPEDITION 6 Executive Leadership Development 3 Performance Objectives • Embrace CIMB’s organisation culture and become effective culture carriers • Appreciate and manage individual preferences to cultural diversity to work effectively across cultures and boundaries • Build and maintain networks with peers across boundaries Learning Objectives At the end of the programme, participants will be able to: • Develop greater understanding and appreciation of CIMB’s ASEAN franchise and opportunities • Build a strong peer-to-peer community through appreciation of cultural diversity and synergies • Explore executive careers and plan for professional growth and development • Know the organisation and the individual’s roles and career opportunities • Complete an Individual Development Plan for career development Key Topics • Sharing of CIMB’s Business Strategies - the vision of the organisation and their roles • Learning through CSR - learning and giving back to community • Understanding Corporate Culture - understanding individual preferences to cultural diversity and frameworks for working with cultural differences • IDP Workshop - clarify participants’ aspirations in the organisation and put in place their development actions to achieve their career goals • Leadership Sharing by Senior Leaders - opportunities and experience sharing Programme Duration 3 days Target Audience Identified Managers, Assistant Vice Presidents and Vice Presidents Trainer L&T Trainers, External Speakers/ Consultants/ CIMB Senior Leaders
  7. 7. EXPLORERS’ EXPEDITION 7 Executive Leadership Development 4 Performance Objectives • Build and maintain networks with peers across boundaries • Appreciate differences and strive for synergies • Break self-limiting beliefs and embrace empowering habits to achieve personal excellence • Communicate in a “carefrontational” manner – balancing direct communication with respect Learning Objectives At the end of the programme, participants will be able to: • Discover individual strengths and understand team dynamics • Acquire adaptive leadership skills and learn about trust and commitment in team challenges • Understand cultural mental models • Strengthen bonds and leverage on Network CIMB to achieve synergy across functions and countries Key Topics • Individual and Team Challenges – whaler, canoeing and group games • Talent and Culture Presentation • Cultural Mental Models Programme Duration 5 days Target Audience Identified Executives and Assistant Managers Trainer L&T Trainers and External Trainers (Outward Bound School, Malaysia)
  8. 8. EXPLORERS’ALUMNI 8 Executive Leadership Development 5 Performance Objectives • Deepen the alumni network to create One CIMB • Cultivate cultural carriers to promote CIMB values and culture • Build trust and encourage cross - region team collaboration to achieve organisation vision • Create socially-responsible corporate citizens and contribute towards development of ASEAN community and Corporate Responsibility initiatives Learning Objectives At the end of the programme, participants will be able to: • Draw inspiration from vision and motivate self to adapt to changes • Create pathway to develop personal leadership Key Topics • Learning from CIMB Corporate History • Explore and Develop Leadership Style through Profiling of Future CIMB Leader • Leverage on Cultural Diversity to Drive Team Effectiveness • Living the Values of Giving Back Through Participation in CSR Projects • Exploring Ideas to Incorporate CSR at the Workplace Programme Duration 4 days Target Audience Identified Explorers’ Alumni Trainer L&T Trainers
  9. 9. Professional Development
  10. 10. 1 CUSTOMER SERVICE OFFICER (CSO) CERTIFICATION 10 Professional Development Performance Objectives • Perform CSO’s operational function in accordance to set procedures and rules • Adhere to CIMB guidelines and regulatory requirements • Deliver quality customer service experience and create value for customers • Communicate effectively with customer in any situation • Increase sales in branches through referrals Learning Objectives At the end of the programme, participants will be able to: • Describe CSD business strategy and the role and responsibilities of CSO • Comply with statutory requirements, policies, processes and procedures in branch operations • Use key functionalities available in 1Platform and 1View • Conduct referrals of our products and services • Apply the communication model when servicing customers • Apply skills to handle difficult customers and complaints Key Topics Programme Duration 10 days Target Audience New Customer Service Officers (CSOs) Trainer L&T Trainers & Line Trainers • Module 1 : 3 days - Roles and Responsibilities of CSO - Qualities to Lead and Teamwork - Cash Management - Transaction Limits - Vault and Security Items – Custodianship - Basic Requirements on Account Opening - Branch Security - Introduction to Financial Services Act 2013 - Introduction to AMLATFA - ShARP - Sharing on Fraud Cases - Sales Referrals • Module 2 : 7 days - 1View - 1Platform - Cash Handling - Essentials of Customer Service
  11. 11. 2 CUSTOMER SERVICE REPRESENTATIVE (CSR) CERTIFICATION 11 Performance Objectives • Perform CSR’s operational function in accordance to set procedures and rules • Adhere to CIMB guidelines and regulatory requirements • Deliver quality customer service experience and create values for customers • Communicate effectively with customer in any situation • Increase sales in branches through referrals Learning Objectives At the end of the programme, participants will be able to: • Describe CSD business strategy and the role and responsibilities of CSR • Comply with statutory requirements, policies, processes and procedures in branch operations • Use key functionalities available in 1Platform • Conduct referrals of our products and services • Apply the communication model when servicing customers • Apply skills to handle difficult customers and complaints Key Topics Programme Duration 9 days Target Audience New Customer Service Representatives (CSRs) Trainer L&T Trainers & Line Trainers • Module 1 : 3 days - Roles & Responsibilities of CSR - Teller Functions - Transaction Limits - Account Opening - NASA 2G Transactions - ATM Card Issuance and Replacement - Branch Security - Introduction to AMLATFA - Introduction to FSA/IFSA 2013 - Sales Referrals • Module 2 : 6 days - 1Platform - Cash Handling - Essentials of Customer Service - Simulation of Over the Counter Transactions Professional Development
  12. 12. 3 Performance Objectives • Use the enhanced BDS functionality effectively • Increase productivity and enhance customer experience Learning Objectives At the end of the programme, participants will be able to: • State the changes introduced in SiBS and its impact • Perform inquiry for the relevant information in the new system • Perform account opening for the various products • Perform deposit, upliftment, withdrawal and various transactions in BDS • Perform account maintenance such as condition code • Perform GL entries in BDS Key Topics • Branch Management • Deposit • General Ledger • Payment Programme Duration 3 days Target Audience Customer Service Officers (CSOs); Customer Service Representatives (CSRs) Trainer Line Trainers (CSD) 1PLATFORM TRAINING PROGRAMME – CSD BRANCH 12 Professional Development
  13. 13. 4 Performance Objectives • Use the enhanced BDS and eTP functionalities effectively • Resolve 1P related issues and provide support to 1P stakeholders Learning Objectives At the end of the programme, participants will be able to: • State the changes introduced in SiBS and its impact • Perform account opening for deposit and loan products • Perform deposit, upliftment, withdrawal and various transactions • Perform maintenance on accounts and facility limit Key Topics • Branch Management • Deposit • Loan, Limit and Collateral • General Ledger • Payment Programme Duration 3 days Target Audience 1P Centre of Excellence (1P CoE) Trainer Line Trainers (CSD and GIOD CBO) 1PLATFORM TRAINING PROGRAMME – 1P CoE 13 Professional Development
  14. 14. 5 Performance Objectives • Manage sales activities systematically through 1View • Increase efficiency in using 1View for managing leads conversion • Support and guide sales personnel on 1View usage Learning Objectives At the end of the programme, participants will be able to: • Perform customer search • View customer details • Act on assigned leads • Create opportunities to capture customers’ interests • Create activities to record sales interaction with customers • Identify the different types of sales reports available Key Topics • Building a Top Sales Team (only for SME Segment Managers) • Making the Most Out of My Leads • Closing a Sale for My Customer • Closing a Sale for My Prospect • Recording Daily Banking Sales • Flexibility to Manage My Work Programme Duration 1 day Target Audience SME Segment Managers & Support Trainer L&T Trainer 1VIEW REFRESHER (SME CHANNEL) Professional Development 14
  15. 15. 6 Performance Objectives • Increase efficiency in using 1View for managing leads conversion • Manage sales activities systematically through 1View Learning Objectives At the end of the programme, participants will be able to: • Perform customer search • View customer details • Act on assigned “Quick Guarantee” leads • Create opportunities to capture customers’ interests • Create applications to capture “Daily Banking” sales transactions Key Topics • Making the Most Out of My Leads • Recording Daily Banking Sales Programme Duration 0.5 day Target Audience SME Relationship Managers Trainer L&T Trainer and Line Trainers (CSD – Sales and Service Management Office) 1VIEW REFRESHER (SME RM) Professional Development 15
  16. 16. 7 Performance Objectives • Communicate changes to business users competently • Provide support to business users during the deployment of 1View enhancements Learning Objectives At the end of the programme, participants will be able to: • Identify changes introduced in the 1View system due to the deployment of 1Platform • Perform the most frequently used tasks using the training aid, for examples: - Perform customer search - View customer details - Act on assigned leads - Create opportunities to capture customers’ interests - Create activities to record sales interaction with customers - Create applications to capture sales deals - Create service requests to capture customers’ requests - Create feedback to capture customers’ response Key Topics • Introduction to People Readiness Plan • What's New and Changing in 1View • Operational Impact and Remediation Plan Programme Duration 1 day Target Audience Identified Support Staff who provides assistance to 1View business users on regular basis Trainer L&T Trainer 1VIEW RETROFIT TRAIN-THE- TRAINER 16 Professional Development
  17. 17. 8 APPLIED SHARI’AH IN ISLAMIC FINANCE 17 Performance Objectives • Comply with the requirements of Shari’ah governance • Support our Islamic business well by keeping abreast on the latest developments in Islamic finance Learning Objectives At the end of the programme, participants will be able to: • Explain the meaning of Shari’ah and its general framework • Apply the underlying values of the role, concept and principles of Usul al-Fiqh • Describe the salient features, legal position and functions of all Shari’ah sources and establish their relevance to Islamic banking and finance • Apply the methodology of Ijtihad in solving the issues pertaining to modern Islamic finance Key Topics • Module 01 & 02: Introduction to Shari’ah and Hukm Shar’i • Module 03 & 04: Sources of Islamic Law • Module 05 & 06: Ijtihad and its Associated Modes • Module 07 & 08: Shari’ah Framework for Islamic Finance and Qawa’id Fiqhiyyah • Module 09 & 10: Theory of Contract and Sale Base Contracts • Module 11 & 12: Partnership Contracts and Charity Based Contracts • Module 13 & 14: Other Contracts and Principles and Shari’ah Standard Programme Duration 14 days Target Audience DCORO, identified GIBD, Group Compliance, GIAD and Group Risk Staff Trainer External Trainer (ISRA Consultancy) Professional Development
  18. 18. 9 Performance Objectives • Increase efficiency in processing ASNB products • Increase sales performance in ASNB products Learning Objectives At the end of this programme, participants will be able to: • Explain the features of ASNB products, eligibility, policies and processes • State the Service Level Agreement between ASNB (principal) and Bank (agent) • Use the FDS system to perform monetary transactions correctly Key Topics • Products Features - Amanah Saham Nasional 2 (ASN2) - Amanah Saham Nasional 3 (ASN3) • Products Eligibility/Policy and Requirement • Procedures on ASNB FDS - Introduction to FCIS, Getting Started, Registration, Unit Holder Particulars Change, Subscription, Redemption, Switching, Passbook, Reversal of Khairat Claim • Procedures on End of Day - Balancing (Agents’ Report) • Balancing of Teller Total Position • Balancing of Branch Total Position - Sign-off Branch - Forwarding Transaction Documents • Procedures on BDS System • Guidelines to Trouble Shoot Programme Duration 1 day Target Audience Customer Service Officers (CSOs) & Customer Service Representatives (CSRs) Trainer Line Trainers (ASNB Unit, Retail Lending, SARD) ASNB FUND DISTRIBUTION SYSTEM (FDS) HANDS-ON TRAINING 18 Professional Development
  19. 19. 10 Performance Objectives • Manage cash in compliance with the bank’s policies and procedures • Reduce/eliminate financial loss due to mishandling of cash transactions Learning Objectives At the end of the programme, participants will be able to: • Identify the features of a genuine note • State the procedures in the collection of counterfeit, soiled and mutilated notes • Apply the different techniques of cash counting Key Topics • Identifying Security Features of Notes • Cash Counting Techniques • Cash Handling • Cash Holding Limits • Cash Balancing • Cash Management Programme Duration 1 day Target Audience Customer Service Representatives (CSRs) Trainer L&T Trainers CASH HANDLING 19 Professional Development
  20. 20. 11 Performance Objectives • Generate better inter or intra-departmental support • Increase cross-selling by tapping on the networking established • Translate learning into actionable initiatives Learning Objectives At the end of the programme, participants will be able to: • Describe CIMB Group transformation journey towards achieving its aspiration of one integrated franchise across ASEAN • State CIMB Group regional universal banking model • Describe the organisation structure, key businesses and relationships between business divisions • Acquire foundational knowledge on key products, services and governance in CIMB Group Key Topics Programme Duration 14.5 days over 5 months Target Audience IdentifiedAssistant Managers, Managers & Assistant Vice Presidents Trainer L&T Trainers and Line Trainers ESSENTIALS OF UNIVERSAL BANKING 20 • CIMB’s Transformational Journey • Overview of Consumer Banking • Introduction to Risk Management • Introduction to Trade Finance • Introduction to Deposits and Remittance • CTCS and Cheques Clearing • Tech Banking • Introduction to Credit • Introduction to Wealth Management • Overview of Wholesale Banking • Introduction to Money Market • Introduction to Foreign Exchange • Introduction to Private Debt Securities • Introduction to Stock Market and Futures • Introduction to Equity Securities • Overview of Islamic Banking • Introduction to Shariah Compliance • Islamic Banking Operations and Products • Islamic Treasury Operations and Products • Action Learning Project Presentation and Dialogue Session with Senior Management Professional Development
  21. 21. 12 Performance Objectives • Apply the basic principles of accounting and finance for better decision making and problem solving • Minimise risks resulting from inaccurate assessment of business financial health Learning Objectives At the end of the programme, participants will be able to: • Recognise various business entities and able to state their legal as well as their reporting implications • Identify the major components in the Balance Sheet and Profit & Loss • Relate the business type to the structure and composition of a business financial statements • Interpret financial information of different industries for decision making • Assess the financial health and track the business financial operations through ratio analysis and cash flow statement Key Topics • Identifying Business Entities • Introduction to Financial Statements • Evaluating Business Performance through Financial Data Programme Duration 1 day (pending approval for 10 CPE Points) Target Audience Executives & above Trainer Line Trainer FINANCE FOR BANKING PROFESSIONALS 21 Professional Development
  22. 22. 13 Performance Objectives • Mitigate risks in remittance transactions • Increase work efficiency in managing remittance transactions Learning Objectives At the end of the programme, participants will be able to: • State the importance of remittance business to the bank • Describe the role and responsibilities of Treasury department • Explain international payments process and selected payment products, issues and avoid common errors • Apply correct formatting of MT 103 • Describe the causes of non-compliance Key Topics • Remittance Business • Banking Operations Compliance • Formatting MT 103 message • Global Financial Institutions Programme Duration 2 days Target Audience Customer Service Managers (CSMs), Assistant Customer Service Managers (ACSMs) and Customer Service Officers (CSOs) Trainers Line Trainers MANAGING RISKS IN REMITTANCE 22 Professional Development
  23. 23. Performance Objectives • Accelerate learning and performance at workplace • Match individual's career aspirations with organisational goals and opportunities Learning Objectives At the end of the programme, participants will be able to: • Describe and appreciate consumer banking, investment banking and Islamic banking business both from the theoretical and practical viewpoint • Apply the effective leadership skills which is in line with our Leadership Competency Framework • Equip themselves with skills and tools that will enable them to identify, analyse and apply the knowledge and hence to contribute effectively to the organisation • Assimilate faster and better with the organisation and work and contribute effectively as team members • Obtain guidance and direction in identifying areas of interest where they can excel Key Topics • Overview of Consumer Banking, Investment Banking and Islamic Banking business • Technical Knowledge on Key Products and Services of CIMB Group • Compliance and Statutory Requirements • Communication and Presenting for Success • Effective Leadership Skills Programme Duration 2 months Target Audience TCB Programme Trainees for Consumer Banking Trainers L&T Trainers, Line Trainers and External Trainers 23 THE COMPLETE BANKER PROGRAMME (TCB) – CONSUMER BANKING Professional Development 14
  24. 24. Performance Objectives • Accelerate learning and performance at workplace • Match individual's career aspirations with organisational goals and opportunities Learning Objectives At the end of the programme, participants will be able to: • Describe and appreciate investment banking, consumer banking and Islamic banking business both from the theoretical and practical viewpoint • Apply the effective leadership skills which is in line with our Leadership Competency Framework • Equip themselves with skills and tools that will enable them to identify, analyse and apply the knowledge and hence to contribute effectively to the organisation • Assimilate faster and better with the organisation and work and contribute effectively as team members • Obtain guidance and direction in identifying areas of interest where they can excel and match their career aspirations with that which are available in the Group Key Topics • Overview of Investment Banking, Consumer Banking and Islamic Banking business • Technical Knowledge on Key Products and Services of CIMB Group • Compliance and Statutory Requirements • Communication and Presenting for Success • Effective Leadership Skills Programme Duration 2 months Target Audience TCB Programme Trainees for Investment Banking Trainers L&T Trainers, Line Trainers and External Trainers 24 THE COMPLETE BANKER PROGRAMME (TCB) – INVESTMENT BANKING Professional Development 15
  25. 25. Performance Objectives • Recommend suitable financial solutions to meet customers’ needs • Increase sales performance and functional capabilities • Adhere to CIMB guidelines and regulatory requirements Learning Objectives At the end of the programme, participants will be able to: • Explain the types of SME products • Apply the functions of Business Credit System • Explain the business credit guidelines and issues • Convert the file for the existing customer • Create portfolio and application • Describe the business credit aspects and requirements • Identify fraud • Explain the fundamentals of Islamic banking • Explain trade finance, disbursement and the process flow • Explain business credit • Use the 1View system effectively • Apply the consultative selling skills Key Topics • SME Products and Process Flow • Business Credit System • Business Credit Guidelines and Issues • Fraud Awareness • Disbursement and Process Flow • Understanding Business Credit • Fundamentals of Islamic Banking • Trade Finance • Cash Management • 1View • STARS Programme Duration 9 days Target Audience New SME RMs Trainer L&T Trainers and Line Trainers 25 ENTERPRISE BANKING (EB) CERTIFICATION PROGRAMME (NEW SME RM) Professional Development 16
  26. 26. Performance Objectives • Recommend suitable SME financial solutions to meet customers’ needs • Adhere to CIMB guidelines and regulatory requirements Learning Objectives At the end of the programme, participants will be able to: • Explain the types of SME products • Apply the functions of Business Credit System • Explain the business credit guideline and issues • State the business credit aspects and requirements • Identify fraud • Explain the fundamentals of Islamic banking • Explain trade finance, disbursement and the process flow Key Topics • SME Products and Process Flow • Business Credit System • Business Credit Guidelines & Issues • Fraud Awareness • Disbursement and Process Flow • Understanding Business Credit • Fundamentals of Islamic Banking • Trade Finance Programme Duration 5 days Target Audience New MSFs Trainer L&T Trainer and Line Trainers 26 ENTERPRISE BANKING (EB) CERTIFICATION PROGRAMME (NEW MSF) Professional Development 17
  27. 27. Performance Objectives • Recommend suitable financial solutions to meet customers’ needs • Increase sales performance and functional capabilities • Adhere to CIMB guidelines and regulatory requirements Learning Objectives At the end of the programme, participants will be able to: • Comply with banking regulatory requirements, policies and procedures • Explain the features and benefits of CIMB banking products • Apply the credit rules and guidelines • Process transactions according to CIMB standards and procedures • Apply consultative selling skills Key Topics • On-boarding - Introduction to Retail Segment • Products and Processes - ASB Financing - Secured Overdraft - Bancassurance - Non-Property Financing - Wealth Management Operations • Compliance - Introduction to Credit, Credit Rules and Guidelines for Non-Mortgage Fnancing - Fraud detection - CSA – ASB & Housing Loan Documentation - Compliance • Systems - 1View and RCS • Sales and Service - STARS - Service Programme Duration Q1:10 days Q2-4: 8 days Target Audience New PFC-As Trainer L&T Trainers and Line Trainers 27 PERSONAL FINANCIAL CONSULTANT (PFC-A) CERTIFICATION PROGRAMME Professional Development 18
  28. 28. Performance Objectives • Recommend suitable financial solutions to meet customers’ needs • Increase sales performance and functional capabilities • Adhere to CIMB guidelines and regulatory requirements Learning Objectives At the end of the programme, participants will be able to: • Comply with banking regulatory requirements, policies and procedures • Explain the features and benefits of CIMB products • Explain the fundamentals and principles of lending • Process transactions according to CIMB standards and procedures • Apply consultative selling skills Programme Duration Q1:14 days Q2-4: 10 days Target Audience New PFCs and PFC Primes Trainer L&T Trainers and Line Trainers Key Topics • On-boarding - Introduction to Retail Segment • Products and Processes - Principles of Islamic Banking - Property and Non-Property Financing - Personal Financing - Bancassurance - Wealth Management - Private Retirement Scheme - Product Bundling • Compliance - Secured Credit Management Guidelines and Fraud Awareness - CSA Securities Documentation - Branch Operations and Sales Compliance • Systems - 1View, RCS, e-Manager and CPMS • Sales and Service - STARS - Service 28 PERSONAL FINANCIAL CONSULTANT (PFC) CERTIFICATION PROGRAMME Professional Development 19
  29. 29. Performance Objectives • Recommend suitable financial solutions to meet customers’ needs • Increase sales performance and functional capabilities • Adhere to CIMB guidelines and regulatory requirements Learning Objectives At the end of the programme, participants will be able to: • Explain the preferred value proposition • Explain the advisory and client portfolio management approach • State the RM portfolio management • Explain branch operations and compliance • Process transactions according to CIMB standards and procedures • Apply the consultative selling skills Key Topics •On-boarding - Introduction to Preferred Banking •Products and Processes - Principles of Islamic Banking - Property and Non-Property Financing - Personal Financing - Bancassurance - Wealth Management - Structured Products - Private Retirement Scheme - Retail Deposits and Gold Inv Account - Dual Currency Investment Programme Duration Q1:13.5 days Q2-4: 9 days Target Audience New PRMs Trainer L&T Trainers and Line Trainers • Compliance - Secured Credit Management Guidelines and Fraud Awareness - Branch Operations and Sales Compliance • Systems - 1View, RCS, e-Manager and CPMS • Sales and Service - Advisory and Client Portfolio Management Approach - RM Portfolio Management - STARS 29 PREFERRED RELATIONSHIP MANAGER (PRM) CERTIFICATION PROGRAMME Professional Development 20
  30. 30. 30 MOBILE SALES FORCE (MSF) MORTGAGE INDUCTION PROGRAMME Professional Development 21 Performance Objectives • Increase the MSF team functional capabilities and mortgage sales performance • Adhere and comply to CIMB guidelines and regulatory requirements to ensure compliance Learning Objectives At the end of the programme, participants will be able to: • Describe the banking regulatory requirements, policies and procedures • Explain the features and benefits of CIMB products; personal financing and property financing products • Comply with product requirements • Process transactions according to CIMB standards and procedures • Apply lending guidelines and use practical approaches in selling to recommend appropriate financial solutions effectively to customers Key Topics • Banking Regulatory Framework and Compliance • Fundamentals of Islamic Banking • Personal Financing • Developer Relationship Unit Guidelines • Property Financing Products • Consumer Loan Securities Documents and Branch Compliance • Lending Guidelines • Practical Approaches in Selling Programme Duration 5 days Target Audience New MSF Staff Trainer L&T Trainer and Line Trainers
  31. 31. 31 Professional Development Performance Objectives • Increase the MSF team functional capabilities and sales performance of ASB • Adhere and comply to CIMB guidelines and regulatory requirements to ensure compliance Learning Objectives At the end of the programme, participants will be able to: • Describe the banking regulatory requirements, policies and procedures • Explain ASB product and benefits to customers • Comply with product requirements • Process transactions according to CIMB standards and procedures • Apply lending guidelines and use practical approaches in selling to recommend appropriate financial solutions effectively to customers Key Topics • ASB Product • Documents and Processes • Lending Guidelines • Practical Approaches in Selling Programme Duration 2 days Target Audience New MSF Staff Trainer Line Trainers MOBILE SALES FORCE (MSF) ASB CERTIFICATION PROGRAMME 22
  32. 32. 32 Professional Development TAKAFUL BASIC EXAMINATION (TBE) WORKSHOP 23 Performance Objectives • Pass Takaful Basic Examination (TBE) • Comply to Takaful licensing requirements Learning Objectives At the end of the programme, participants will be able to: • Identify key topics of the TBE exam syllabus • Familiar with the various types of exam questions • Participate in the mock examination Key Topics • Overview of Exam Syllabus • Practice Questions • Mock Examination Programme Duration 1 day Target Audience Mobile Sales Force Staff Trainer Trainer from Sun Life Malaysia
  33. 33. Performance Objectives • Pass Pre-Contract Examination (PCE) • Comply to General Insurance licensing requirements Learning Objectives At the end of the programme, participants will be able to: • Identify key topics of the PCE exam syllabus • Familiar with the various types of exam questions • Participate in the mock examination Key Topics • Overview of Exam Syllabus • Practice Questions • Mock Examination Programme Duration 1 day Target Audience Mobile Sales Force Staff Trainer Trainer from Sun Life Malaysia 33 Professional Development PRE CONTRACT EXAMINATION (PCE) WORKSHOP 24
  34. 34. 34 MOBILE SALES FORCE (MSF) NASA MOBILE CERTIFICATION PROGRAMME Professional Development 25 Performance Objectives • Increase the MSF team functional capabilities and the sales performance of personal financing products • Adhere and comply to CIMB guidelines and regulatory requirements to ensure compliance Learning Objectives At the end of the programme, participants will be able to: • Describe the banking regulatory requirements, policies and procedures • Explain the features and benefits of CIMB personal financing products • Comply with product requirements • Process transactions according to CIMB standards and procedures • Apply lending guidelines and use practical approaches in selling to recommend appropriate personal financial solutions effectively to customers Key Topics • Personal Financing Products: ASB, Credit Card and Cash Plus Personal Loan • NASA Documents and Processes • Lending Guidelines • Practical Approaches in Selling Programme Duration 2 days Target Audience New and Identified MSF Staff Trainer L&T Trainer and Line Trainers
  35. 35. 35 Professional Development MSF TEAM SALES MANAGERS (TSM) TRAIN-THE-TRAINER FOR MORTGAGES & NASA 26 Performance Objectives • Able to teach back on Mortgages and NASA certification programme modules • Effectively train the new MSF sales staff on Mortgages and NASA certification programme modules Learning Objectives At the end of the programme, participants will be able to: • Sell Mortgages and NASA products and perform the transactions in accordance to the relevant policies and procedures and in compliance with the applicable regulatory requirement • Describe the lending guidelines • Apply the practical approaches in selling Key Topics • Banking Regulatory Framework and Compliance • Fundamentals of Islamic Banking • Property Financing • Personal Financing • Developer Relationship Unit Guidelines • NASA Documents and Processes • Consumer Loan Securities Documents and Branch Compliance • Lending Guidelines • Practical Approaches in Selling Programme Duration 5 days Target Audience Identified MSF Team Sales Managers Trainer MSF and Line Trainers
  36. 36. 36 BRANCH MANAGER CERTIFICATION PROGRAMME Professional Development 27 Performance Objectives • Manage and execute the functions required of a branch manager effectively • Manage and ensure compliance to reduce and minimise the exposure of operational risk • Perform effective selling and coaching skills to sustain and improve overall branch performance Learning Objectives At the end of the programme, participants will be able to: • Explain the setup, support and functions of head office departments • Comply with banking regulatory requirements, policies and procedures • Acquire insight on the various roles and functions in branch • Operate the branch systems • Apply selling skills using the STAR model • Apply coaching skills using the RACER model Key Topics • Module 1: Business Familiarisation Programme (BFP) • Module 2: Branch Attachment (arranged by CSD) • Module 3: Classroom training (1View ,RCS Performance Improvement) Communication, STARS and Coaching For High Performance) • Module 4: Shadowing (arranged by ARM/RD) Programme Duration • Module 1 - 5 days • Module 2 - 5 days • Module 3 - 8 days • Module 4 - 2 days Target Audience New BMs Trainer L&T Trainers and Line Trainers
  37. 37. Performance Objectives • Build competent branch managers prior to assumption of role function • Excel in the key areas of sales, service and compliance management in the branch • Market and drive effective campaigns Learning Objectives At the end of the programme, participants will be able to: • Describe their career development path • Apply the knowledge and skills required of a Branch Manager • Acquire insight into the various functions and roles of departments within CSD and across Consumer Banking • Share their creative ideas with senior management on improvement projects Key Topics  Module 1: Communicating for Influence - Effective Business Communications (communicating, presenting & writing)  Module 2: Leading for Peak Performance – The Effective Manager  Module 3: Planning for Resource Optimisation – Effective People & Business Management  Module 4: Institutionalising Operational Compliance – Branch Risk Management & Compliance Workshop  Service Learning Project & Cross-Industry Entrepreneurship Learning Tour  IndividualAction LearningAssignment  Attachment with ACSM/CSM Programme Duration 6 months Target Audience Identified Branch Staff Trainer L&T Trainer and External Trainers 37 Professional Development BM ENTREPRENEUR (BME)28
  38. 38. Performance Objectives • Promote and professionally sell a wide range of Bancassurance life insurance products • Serve as an insurance specialist to provide professional advice • Provide excellent after sales service • Plan and implement sales activities related to Bancassurance products • Achieve individual sales target and contribute towards the achievement of the branch targets Learning Objectives At the end of the programme, participants will be able to: • Explain the basic concept of insurance • Explain the product features and benefits • Adhere to the CIMB guideline and compliance requirement Key Topics • Job Descriptions and KPI • Branch Operations and Sales Compliance • 1 View System Training • Dream Journey • 360 Degree Screening • Why Financial Service • Product Knowledge & Assessment • Identifying Potential Clients • Sales Illustration & Case Study • Proper Advice & Fact Finding Form • New Business & Proposal Form Filling • Affirmation & Breaking Limiting Belief • STARS Programme Duration 6 days Target Audience New Financial Services Consultants Trainer Line Trainers, External Trainers (Sun Life Malaysia) 38 FINANCIAL SERVICES CONSULTANT (FSC) CERTIFICATION PROGRAMME (PART 1) Professional Development 29
  39. 39. 30 DETECTING CREATIVE ACCOUNTING AND FRAUD 39 Professional Development Performance Objectives • Manage risk from potential financial frauds • Increase effectiveness in the review of financial statements Learning Objectives At the end of the programme, participants will be able to: • Detect creative accounting and identify potential financial frauds in financial statements • State the key areas and red flags where creative accounting or fraud may happen • State the complex nature and evaluate the impact of creative accounting • Explain the techniques and devices that may be used to enhance reported earnings, improve the leverage ratio and disguise the financial risks undertaken by companies • Explain the proactive measures through financial analysis • State the premature or fictitious revenue • Identify misreported assets and liabilities • Define classification and disclosure of creative accounting • Explain how effective accounting standards are in avoiding creative accounting Key Topics • Creative Accounting Activities • Issues with Special Purpose Vehicles • Earnings Management • Recognising Premature or Fictitious Revenue • MisreportedAssets and Liabilities • Creative Income Statements; Classification and Disclosure • Accounting Standard Programme Duration 2 days (pending approval for 10 CPE Points) Target Audience Identified CBTM and Investment Banking Staff Trainer External Trainer (IBBM)
  40. 40. 31 Performance Objectives • Review, prepare and recommend suitable investment solution to meet customers’ needs Learning Objectives At the end of the programme, participants will be able to: • Define the fundamentals and components of unit trust • Construct unit trust component to an existing investment portfolio • Compare the different risks of unit trust • Practice Professional conduct • Formulate an investment portfolio based on customers needs • Relate to the various outcome of investment proposal • Explain the importance of reviewing and monitoring of performance • Review the original plan and recommend solutions Key Topics • Overview of Unit Trust • Understanding Risks • Proposing and Planning Unit Trust • Managing customer’s investments Programme Duration 1 day (10 CPE Points) Target Audience IPPC licence holders Trainer Line Trainer (Islamic Treasury, CBTM) UNDERSTANDING UNIT TRUST AND ADDING VALUE TO AN INVESTMENT PORTFOLIO 40 Professional Development
  41. 41. Performance Objectives • Recommend financial solutions effectively to customers • Increase sales performance and functional capabilities • Adhere to compliance Learning Objectives At the end of the programme, participants will be able to: • Write good KYC and credit memo • Use the PB system effectively • Explain the fundamentals of equities and fixed income • Construct portfolio • Pitch and position our solutions (structured solutions, FX investment products, equity derivatives, funds, trusts & estate planning) to the customers • Explain the fundamentals of Islamic banking Key Topics • Value Proposition • Governance • PB System Walk Through • High Level of Basic Documentation • Fundamentals of Islamic Banking • Equities • Fixed Income • Morningstar • Discretionary / Funds • Structured Solutions • FX Investment Products • Trusts & Estate Planning • Equity Derivatives • Credit • Portfolio Management • Session with Senior Private Banker Programme Duration 5 days Target Audience New PB staff Trainer Line Trainer 41 PRIVATE BANKING (PB) ON-BOARDING PROGRAMME Professional Development 32
  42. 42. Treasury
  43. 43. 1 Performance Objectives • Recommend suitable Islamic capital market solutions to meet customers needs • Increase sales of Islamic capital market products Learning Objectives At the end of the programme, participants will be able to: • Describe the progress and growth of Islamic banking • Define the principles of Islamic banking products • Define Islamic Capital Market Products (CMP) structures and concepts • Apply Islamic CMP terminologies and state standard practices • Differentiate between Islamic and conventional CMP products • Classify the various Islamic CMP instruments • Evaluate the needs for Islamic CMP • State Islamic CMP prices • State the various Islamic CMP players and participants • Describe the importance of Islamic CMP platform • Discuss the challenges in Islamic CMP Key Topics • Overview of Islamic Banking Principles • Islamic Capital Market Products (CMP): Structures, Concepts & Terminologies • Islamic Capital Market Products (CMP): Instruments • Islamic Capital Market Products (CMP): Players, Platform & Challenges Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above and IPPC Licence Holders Trainer Line Trainer (Islamic Treasury, CBTM) ISLAMIC CAPITAL MARKET PRODUCTS 43 Treasury
  44. 44. 2 Performance Objectives • Manage liquidity in Islamic treasury products effectively • Formulate solutions pertaining to legal documentations in Islamic banking liquidity management Learning Objectives At the end of the programme, participants will be able to: • State the Islamic principles and Shariah requirement applicable to Islamic Treasury liquidity management • Explain the structuring and the documentations involved • Apply the knowledge to develop Islamic liquidity products • Describe the current trends and challenges in managing liquidity in Islamic banks Key Topics • Key Principles in Islamic Banking • How and Why Shariah Compliant Products are Constructed • Building Blocks of Islamic Banking Products • Differences between Islamic Banking Products and Conventional Products • General Framework for Risk Management in Islamic Banking • Creating an Infrastructure for Liquidity Management in Islamic Banking • Trends and Challenges in Islamic Liquidity Management • Liquidity Management Tools • Roles of Treasury in Managing Islamic Liquidity Management • Legal Documentations and Issues in Islamic Liquidity Management Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer Line Trainer (Islamic Treasury, CBTM) ISLAMIC TREASURY – LIQUIDITY MANAGEMENT 44 Treasury
  45. 45. 3 ISLAMIC HEDGING INSTRUMENTS 45 Treasury Performance Objectives • Increase effectiveness in making hedging decisions • Cross-sell Islamic hedging products Learning Objectives At the end of the programme, participants will be able to: • Describe Islamic principles and shariah requirement applicable to banking • Identify the elements that distinguish Islamic and conventional products • Apply the knowledge of Islamic principles and shariah requirements to make hedging decision • Explain the various types of Islamic treasury hedging products Key Topics • Key Principles in Islamic Banking • How and Why Shariah Compliant Products are Constructed • Building Block of Islamic Banking Products • Types of Islamic Banking Products. • Differences between Islamic Banking Products and Conventional Products • Why and for What Reasons the Differentiations • Types of Hedging Instruments in the Market • Why Need to Hedge • How to Manage Hedging Needs • When and Where to Hedge • Islamic Treasury Hedging Products • Important of Hedging in Treasury • Roles of Treasury in Hedging Management Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer Line Trainer (Islamic Treasury, CBTM)
  46. 46. 4 Performance Objectives • Increase effectiveness in managing Islamic FOREX requirements • Cross-sell Islamic FOREX Learning Objectives At the end of the programme, participants will be able to: • Describe Islamic banking principles and shariah requirements • Identity the elements that distinguish Islamic and conventional FOREX products • Explain the various types of Islamic FOREX instruments • Analyse the need and importance of hedging in an organisation Key Topics  Key Principles in Islamic Banking  How and Why Shariah Compliant Products are Constructed?  Building Blocks of Islamic FOREX Products  Types of Islamic FOREX Products  Differences between Islamic FOREX Products and Conventional FOREX Products  Why and for What Reasons the Differentiations?  Types of FOREX Instruments in the Market  Why need FOREX?  How to Manage FOREX Requirements?  When is FOREX Required?  Islamic FOREX Products in Hedging  Importance of Hedging in Treasury  Roles of Treasury in Hedging Management Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer Line Trainer (Islamic Treasury, CBTM) ISLAMIC FOREIGN EXCHANGE 46 Treasury
  47. 47. 5 Performance Objectives • Increase effectiveness in managing Islamic Money Market requirements • Cross-sell Islamic MM Learning Objectives At the end of the programme, participants will be able to: • Describe Islamic principles in Islamic Money Market(MM) • Apply correct Islamic MM terminologies and standard practices • Explore various Islamic MM instruments • Identify various Islamic MM players • Recognise the importance and challenges of Islamic MM platform Key Topics  Development of Islamic MM  Islamic Treasury in MM  Key Principles in Islamic Banking  Islamic MM Structures and Concepts  Terminologies and Standard Practices in Islamic MM  Islamic MM Operations as an Interbank Platform  Differences between Islamic MM and Conventional MM  Types of Islamic MM Instruments  Why need Islamic MM?  Pricing/Quotes in Islamic MM  Islamic MM Players and Participants  The Importance of Islamic MM Platform  Challenges in Maintaining Efficient and Effective Islamic MM Platform Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above and IPPC Licence Holders Trainer Line Trainer (Islamic Treasury, CBTM) ISLAMIC MONEY MARKET 47 Treasury
  48. 48. 6 Performance Objectives • Manage risk effectively for equity hybrid and derivative products • Maximise returns from fund management Learning Objectives At the end of the programme, participants will be able to: • Recognise and apply the most current skills in fund management. • Deconstruct the yield curve from available data. • Create a consistent pricing and valuation model for interest rate products within their market. • Determine the market’s perception of future changes in the interest rate environment. Key Topics • Equity Market Review • Equity Fund Types • Equity Risk Measurement • Futures • Equity Hybrid and Derivatives Product Programme Duration 1 day (pending approval for 10 CPE Points) Target Audience Identified CBTM and Investment Banking Staff Trainer External trainer (IBBM) EQUITY PORTFOLIO MANAGEMENT 48 Treasury
  49. 49. 7 Performance Objectives • Manage credit default swap more effectively • Conduct effective pricing of swap Learning Objectives At the end of the programme, participants will be able to: • Explain the principle behind a swap • Explain interest rate and currency swaps • List the different uses of swaps • Describe the principle of pricing a swap. • State the variations in pricing a credit default swap Key Topics • Capital Adequacy Requirement • Introduction to Swaps • Types of Swaps • Uses of Interest Rate and Currency Swaps • Swap Dealing Ticket • Term-Structure of Interest Rates • The Principle of Swap Pricing and Valuation Programme Duration 1 day (pending approval for 10 CPE Points) Target Audience Identified CBTM and Investment Banking Staff Trainer External trainer ( IBBM) INTEREST RATE, CURRENCY AND CREDIT DEFAULT SWAPS 49 Treasury
  50. 50. 8 Performance Objectives • Increase effectiveness in making investment decision • Tap on opportunities available from the various investment vehicles • Combine a series of product that can be re-engineered into a new financial investment product • Apply market fundamentals in futures for better investment decision • Demonstrate the competencies on both technical and fundamental analysis Learning Objectives At the end of the programme, participants will be able to: • Define what derivatives are and its related types of investment vehicles • Describe and show examples on the use of various investment vehicles • Define futures market and the use of futures • Demonstrate why it is a leading market through case studies and historical market information • Define options market and the use of options • Discuss how a structured product is formed and created • Discuss the opportunity and perspective behind a structure • Translate its deployment into the mainstream market Key Topics  Overview of Derivatives  Futures Market  Options  Other Derivatives and Structured Product Programme Duration 1 day (pending 10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer Line Trainer DERIVATIVES: OTC, FUTURES, OPTIONS AND STRUCTURED PRODUCT 50 Corporate Advisory
  51. 51. 9 Performance Objectives • Increase our competitiveness in the market • Manage information more effectively for better investment decision Learning Objectives At the end of the programme, participants will be able to: • Relate new trends in market analysis • Compare such changes to their existing framework • Define market reactions • Differentiate a cyclical event or a real market event • Point out information providers that provides such information • Relate to technical indicators • Relate the importance of price action • Derive a market view • Apply market sentiment reading • Derive an idea with ideas generated through 3rd parties Key Topics  Overview of Market Analysis  Fundamental Analysis - Money and Finance  Technical Analysis – Applications  Sentiment Analysis Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer Line Trainer MARKET ANALYSIS: TECHNICAL, FUNDAMENTAL, MARKET SENTIMENT 51 Corporate Advisory
  52. 52. Sales and Service
  53. 53. 1 Performance Objectives • Improve their ability to create a win-win situation during discussions, negotiations and crucial conversations • Achieve end results in people relationships that will enable empowering peak performance Learning Objectives At the end of the programme, participants will be able to: • Describe influence and how influence works • State the importance of the first impression and how to create a successful first impression • Implement the influence model in their the day-to-day client encounters • Use the keys to influencing effectively • Overcome resistance with key influence strategies, framing principles, and persuasion techniques Key Topics • Influencing Others to Change • The Power of the First Impression • The Influence Model • Principles of Influence • Influence Strategies and Techniques • Laws of Influence • Secrets of Top Influencers Programme Duration 2 days Target Audience Managers and above Trainer L&T Trainer HIDDEN SECRETS OF INFLUENCING 53 Sales and Service
  54. 54. 2 Performance Objectives • Assess and coach sales people effectively in their consultative selling process • Facilitate the STARS consultative selling programme Learning Objectives At the end of the programme, participants will be able to: • Describe and apply the STARS consultative selling model • Use facilitation tools to deliver effective training Key Topics • Facilitation Secrets • STARS Consultative Selling Model • Tele-Prospecting • Role-Play • Trainer Delivery Certification Programme Duration 3 days Target Audience Nominated Retail and Preferred Segment Managers Trainer L&T Trainers 54 STARS TRAIN-THE-TRAINER WORKSHOP (for Retail & Preferred Segment Managers) Sales and Service
  55. 55. 3 55 STARS TRAIN-THE-TRAINER WORKSHOP (for MSF Team Sales Managers) Sales and Service Performance Objectives • Assess and coach sales people effectively in their consultative selling process Learning Objectives At the end of the programme, participants will be able to: • Describe and apply the STARS consultative selling model • Apply coaching tips effectively Key Topics • STARS Consultative Selling Model • Role-Play • Coaching Tips • Trainer Delivery Certification Programme Duration 2 days Target Audience MSF Team Sales Managers Trainer L&T Trainers
  56. 56. 4 56 HIDDEN SECRETS FOR RETAIL TELEMARKETING ELITE TRAIN- THE-TRAINER WORKSHOP Sales and Service Performance Objective • Assess and coach the sales team effectively in tele-prospecting Learning Objectives At the end of the programme, participants will be able to: • Apply and adopt the tele-prospecting sales cycle • Coach their staff on tips of tele-prospecting Key Topics • Facilitation Secrets • Tele- Prospecting Model - Power and Success - Rapport and Communication - Designing your Calling Script - Handling Objections - Getting the Commitment • Role-Play • Trainer Delivery Certification Programme Duration 2 days Target Audience MSF Team Sales Managers Trainer L &T Trainer
  57. 57. 5 57 HIDDEN SECRETS FOR RETAIL TELEMARKETING ELITE Sales and Service Performance Objective • Improve rapport with customers over the phone • Create interest in customers to listen beyond the opening statement • Enhance the presentation script to appeal to the needs of the customers • Improve the ability to handle objections and get the commitment Learning Objectives At the end of the programme, participants will be able to: • Achieve the proper state of mind for the telecall battlefield • Acquire rapport building and communication skill sets • Apply effective objections handling skills Key Topics • Power and Success - 6 Fundamental keys of success • Rapport and Communication - Components of rapport building & effective communication • Designing your Calling Script - Understand what buyers want and ask high involvement questions to uncover 7 most important benefits, present ideas with the Rule of 3 • Handling Objections - Common objections and overcome them using A-D-R approach, Distortions, Deletions and Generalisations in objection handling • Getting the Commitment - Observe buying signals Programme Duration 1 day Target Audience RTC Telemarketing Officers Trainer L &T Trainer
  58. 58. 6 Performance Objectives • Recommend suitable financial solutions to meet customers’ needs • Increase sales performance • Build solid business relationships with customers Learning Objectives At the end of the programme, participants will be able to: • Effectively open calls in a positive and productive way • Use effective questions to gather information and build a clear and mutual understanding of a customer’s needs • Recognize when a customer is prepared to move ahead in the sales cycle • Explore the reasons why customers may not express needs when they are indifferent and learn how to respond • Recognize, differentiate, and resolve customer concerns Key Topics • Opening • Probing • Supporting • Closing • Connective Skills • Addressing Indifference • Resolving Customer Concerns Programme Duration 3 days Target Audience Commercial Banking RMs, ACMs/DACMs Trainer External Trainer (Achieve Global) 58 RELATIONSHIP MANAGEMENT WORKSHOP Sales and Service
  59. 59. 7 Performance Objectives • Effectively coach and manage a team of RMs to superior sales performance • Increase productivity level of the RMs Learning Objectives At the end of the programme, participants will be able to: • Explore what coaching means, why it’s important, and what makes coaching challenging • Utilise three areas of sales call competence - product knowledge, customer knowledge, and selling skills to evaluate individual and team behaviors • Conduct three kinds of coaching conversations - constructive feedback, development and recognition • Handle difficult coaching conversations in which the salesperson is resistant • Build long-term developmental action plans for each individual on their sales teams Key Topics • Why Coach • What to Coach • How to Coach • When to Coach Programme Duration 2 days Target Audience Commercial Banking ACMs/DACMs Trainer External Trainer (Achieve Global) 59 SALES MANAGEMENT WORKSHOP Sales and Service
  60. 60. Performance Objectives • Deliver memorable customer service experience and value-added services to customers • Interact professionally with customers to project a positive image of the bank • Handle difficult customers confidently Learning Objectives At the end of the programme, participants will be able to: • State the importance of the role of customer service staff • State the importance of service excellence in our service delivery • Apply the communication model when servicing customers • Apply skills to handle difficult customers and complaints Key Topics  Developing the Customer Service Mindset  Creating Service Excellence through Effective Communication  Managing Difficult Customers and Handling Complaints Programme Duration 1 day Target Audience Staff who has direct interaction with customers Trainer L&T Trainer ESSENTIALS OF CUSTOMER SERVICE 8
  61. 61. Corporate Advisory
  62. 62. 1 Performance Objectives • Propose recommendations to clients in a fair, ethical and timely manner • Generate quality analysis for better investment decision Learning Objectives At the end of the programme, participants will be able to: • Identify and explain global economic drivers that affect capital markets • Analyse the impact of economic and geopolitical factors on global capital markets • Interpret economic data Key Topics • Overview of Global Capital Markets • Overview of Emerging Markets • Overview of Economic Fundamentals and Statistics Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer External Trainer (SIDC) EQ01 ECONOMICS AND CAPITAL MARKET 1: FORCES SHAPING GLOBAL CAPITAL MARKETS Corporate Advisory 62
  63. 63. 2 Performance Objectives • Propose stock recommendations to clients in a fair, ethical and timely manner • Generate quality analysis for better investment decision Learning Objectives At the end of the programme, participants will be able to: • Identify the fundamentals of analysing relevant reports on companies • Apply the necessary tools and techniques to analyse company performance • Analyse the relevant reports to make specific stock recommendations Key Topics • Financial Statement • Introducing the Financial Ratios – Interpretations and Implications • Investment Evaluation – Concepts Techniques Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer External Trainer (SIDC) EQ02 ESSENTIALS OF FUNDAMENTAL ANALYTICS 1: ANALYSING COMPANY PERFORMANCE 63 Corporate Advisory
  64. 64. 3 Performance Objectives • Generate quality corporate proposals • Advise clients in an ethical and timely manner Learning Objectives At the end of the programme, participants will be able to: • Recognise the impact, types, rationale and how it affects corporate proposals • Interpret the key elements of an IPO • Identify the origination and structuring process • Apply rules, regulations, due diligence and the implications of share buy back Key Topics • Analytical Essentials and Initial Public Offerings (IPO) • Asset Transfers, Demergers, Mergers and Acquisitions • Ownership Structure Changes • Analysing Contemporary Equity Related Issues in Corporate Malaysia Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer External Trainer (SIDC) EQ03 CORPORATE STRATEGIC ANALYTICS 1 : ESSENTIALS OF CORPORATE PROPOSAL ANALYSIS 64 Corporate Advisory
  65. 65. 4 Performance Objectives • Continuously uphold professional integrity through good corporate governance • Minimise financial loss from corporate governance breaches Learning Objectives At the end of the programme, participants will be able to: • Describe the implication of corporate governance to the market as a whole and its impact on Malaysia’s competitive investing environment from foreign direct investment (FDI) • Recognise the possible implication of corporate governance breaches and being able to highlight “red flags”, if any, to clients Key Topics • Corporate Governance and its Relevance to the Capital Market • Market Manipulation, Insider Trading and Directors Breach of Fiduciary Duties • Common Corporate Governance Issues • Corporate Governance in Family Controlled PLCs Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer External Trainer (SIDC) EQ04 CORPORATE GOVERNANCE AND ETHICS: STRENGTHENING PROFESSIONALISM THROUGH ETHICS 65 Corporate Advisory
  66. 66. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the oil and gas sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainers (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : OIL AND GAS 66 5 Corporate Advisory
  67. 67. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the gaming and industrials sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : GAMING AND INDUSTRIALS 67 6 Corporate Advisory
  68. 68. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the consumer/retails sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : CONSUMER/RETAILS 68 7 Corporate Advisory
  69. 69. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the power and utilities sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : POWER AND UTILITIES 69 8 Corporate Advisory
  70. 70. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the non-banks sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : NON- BANKS 70 9 Corporate Advisory
  71. 71. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the real estate sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : REAL ESTATE 71 10 Corporate Advisory
  72. 72. Performance Objectives • Create new business leads • Increase effectiveness in the valuation of the agriculture sector Learning Objectives At the end of the programme, participants will be able to: • Increase knowledge on the sector and its market trend • Describe the value chain of the sector • Identify the key components in the valuation of the sector Key Topics • Industry Overview • Sector Value Chain • Key Drivers • Valuation and Other Useful Matrix • Recent Corporate Exercises and Trends Programme Duration 1 hour Target Audience All Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research Trainer Line Trainer (Sector Team) EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : AGRICULTURE 72 11 Corporate Advisory
  73. 73. Risk Management
  74. 74. Performance Objectives • Comply with the relevant requirements in the Anti-Money Laundering/Counter Financing of Terrorism Awareness (AML/CFT) • Mitigate money laundering activities incurred through banking channels Learning Objectives At the end of the programme, participants will be able to: • Define AML/CFT Act • Explain money laundering process and activities • Describe the penalties for non-compliance with the AML/CFT Act • Report suspicious transaction • Identify some of the channels used in money laundering • Describe the differences between ”money laundering” and “terrorism financing” Key Topics • Overview of Money Laundering and Terrorism Financing • Requirements of Customer Due Diligence (CDD) • High Risk Customers and Enhanced CDD • Watch List (Internal and International) • AML/CFT Red Flags • Suspicious Transaction Report (STR) • Record Management • Case Studies Programme Duration 0.5 day Target Audience Clericals Trainer L&T Trainer 74 Risk Management ANTI-MONEY LAUNDERING/COUNTER FINANCING OF TERRORISM AWARENESS TRAINING FOR CLERICALS 1
  75. 75. Performance Objectives • Comply with the relevant requirements in the Anti-Money Laundering/Counter Financing of Terrorism Awareness (AML/CFT) • Mitigate money laundering activities incurred through banking channels Learning Objectives At the end of the programme, participants will be able to: • Define AMC/CFT Act • Explain money laundering process and activities • Describe the penalties for contravening the Act • Report suspicious transaction Key Topics • Overview • AML/CFT Policies and Procedures • Transaction Monitoring & Suspicious Transaction Monitoring • Case Studies and Assessment Programme Duration 1 day (10 CPE Points) Target Audience CMSRL Personnel, Executives & above and IPPC Licence Holders Trainer Line Trainer (Group Compliance) 75 Risk Management ANTI-MONEY LAUNDERING/COUNTER FINANCING OF TERRORISM AWARENESS TRAINING 2
  76. 76. Performance Objectives • Advise the business on compliance and operational risk matters • Highlight compliance and operational risk matters to the management • Inculcate compliance culture in respective business units Learning Objectives At the end of the programme, participants will be able to: • Obtain updates on current compliance related matters • Describe the importance of compliance and risk • Fulfill the compliance and risk requirements in their monthly/quarterly reports • Share their feedback for better understanding Key Topics • New and Amended Regulators’ Guidelines/Circulars Issued for the Year • Monthly Summary Compliance Reporting • Common Recurring Non-Compliance Noted During Compliance Visits • Operational Risk Updates by ORM • Business Continuity Management Programme Duration 1 day Target Audience DCOROs (Consumer Banking and Islamic Banking) Trainer Line Trainer 76 Risk Management DESIGNATED COMPLIANCE AND OPERATIONAL RISK OFFICER (DCORO) TRAINING - CONSUMER & ISLAMIC BANKING 3
  77. 77. Performance Objectives • Advise the business on compliance and operational risk matters • Highlight compliance and operational risk matters to the management • Inculcate compliance culture in respective business units Learning Objectives At the end of the programme, participants will be able to: • Obtain updates on current compliance-related matters • Describe the importance of compliance and risk • Fulfill the compliance and risk requirements in their monthly/quarterly reports • Share their feedback for better understanding Key Topics • Compliance - Statistics/Issues on Monthly Summary Compliance Report - Common Observations of Self Testing Verifications - Latest Announcements/ Guidelines/ Policies from BNM /Bursa /Securities Commission • Risk Management - ORM Updates - RCSA Review and Lesson Learnt - Loss Event Review and Lesson Learnt Programme Duration 1 day Target Audience DCOROs (Investment Banking) Trainer Line Trainer (Operational Risk Management) 77 Risk Management DESIGNATED COMPLIANCE AND OPERATIONAL RISK OFFICER (DCORO) TRAINING - INVESTMENT BANKING 4
  78. 78. Performance Objectives • Comply with the relevant requirements in the FSA/IFSA 2013 Learning Objectives At the end of the programme, participants will be able to: • Explain the importance of provisions in FSA/IFSA to safeguard the interest of Financial institutions • Describe your roles and responsibilities in complying with FSA/IFSA • Apply relevant provisions of FSA/IFSA to ensure compliance Key Topics • Overview of FSA/IFSA 2013 • Regulatory Objectives • Relevant Provisions in FSA/IFSA 2013 • Consumer Protection • Secrecy • AdministrativeActions, Civil Actions & Criminal Offences • Case Studies Programme Duration 0.5 day Target Audience Clerical Staff Trainer L&T Trainer 78 Risk Management FINANCIAL SERVICES ACT 2013 AND ISLAMIC FINANCIAL SERVICES ACT 2013 FOR CLERICALS 5
  79. 79. Performance Objectives • Comply with the relevant requirements in the Financial Services Act (FSA) 2013 Learning Objectives At the end of the programme, participants will be able to: • Describe the legislative restrictions & requirements imposed on Financial Institutions under the FSA 2013 • Apply the provisions of FSA when dealing with customer's information and transaction • Establish appropriate compliance measures in all dealings with customers in line with the requirements of FSA Key Topics • Introduction to FSA • Secrecy and Permitted Disclosure • Corporate Governance & Transparency Requirements • Offences Relating to Entries in Books & Documents • Powers of BNM • Credit Transactions and Exposures With Connected Parties Programme Duration 0.5 day (pending approval for 5 CPE Points) Target Audience CMSRL Personnel, Executives & above Trainer External Trainer (IBBM) 79 Risk Management FINANCIAL SERVICES ACT: FROM A BANKING PERSPECTIVE 6
  80. 80. Performance Objectives • Comply with the relevant requirements in the Foreign Exchange Administration Rules (FEAR) Learning Objectives At the end of the programme, participants will be able to: • State the rules relating to FEAR • Explain the FEAR applicable to banking operations and credit functions • Relate the inter-relations between one rule to another rule • Identify permitted fund transfer • State permitted movements to external accounts • Identify common non-compliance issues and the associated remedial actions • Explain the consequences of non-compliance to FEAR Key Topics • Introduction and Overview to Foreign Exchange Administration Rules • New Terminology under New Notices • Foreign Exchange Administration Notices • Directions to Financial Institution - General Operational Requirements - Specific Operational Requirements Programme Duration 1 day (pending approval for 10 CPE Points) Target Audience Executives and above Trainer External Trainer (IBBM) 80 Risk Management FOREIGN EXCHANGE ADMINISTRATION RULES 7
  81. 81. 8 Performance Objectives • Manage Basel II ICAAP review effectively • Integrate ICAAP into decision making processes Learning Objectives At the end of the programme, participants will be able to: • Describe the requirements of the BASEL II ICAAP • State the techniques of stress testing • Perform BASEL II ICAAP review for banking operations Key Topics • BASEL II • ICAAP • Comprehensive Risk Assessment • Capital Stress Testing • Articulation & Embedding Risk Appetite Programme Duration 1 day Target Audience Identified GIAD Staff Trainer External Trainer (KPMG) 81 BASEL II INTERNATIONAL CAPITAL ADEQUACY ASSESSMENT PROCESS (ICAAP) Professional Development
  82. 82. 9 Performance Objectives • Manage Counterparty Credit risk (CCR) effectively Learning Objectives At the end of the programme, participants will be able to: • Identify key Basel III requirements with respect to CCR measurement and management and its implications to banks’ existing capital charges • Define according regulatory guidelines in conjunction to Basel III • Describe the concept of wrong-way risk and Basel III requirements concerning the treatment for wrong-way risk • Describe the correlation of CCR with other risk types and the impact CCR has on the stability of the financial system • Define the structure of CCR governance and define the roles and responsibilities of relevant parties • Describe the fundamental components and processes involved in measuring CCR and explain the concept of ‘Credit Value Adjustment’ (CVA) in pricing CCR, its computation and Basel III requirements regarding CVA risk capital Key Topics  Introduction to Basel III  Leverage & Liquidity Ratios, a New Regulatory Reporting Component  Impact on the Implementation of Internal Capital Adequacy Assessment Process (ICAAP)  Basel III Highlights on Counterparty Credit Risk  Counterparty Credit Risk Management  Counterparty Credit Risk Modelling and Measurement  Counterparty Credit Risk Pricing under Basel III  Implementation Insights Programme Duration 2 days (pending approval 10 CPE Points) Target Audience Executives and above from Group Compliance, Group Finance, CBTM, Group Risk and GIBD Trainer External Trainer (IBBM) BASEL III AND ITS IMPACT ON COUNTERPARTY CREDIT RISK MANAGEMENT 82 Risk Management
  83. 83. Credit
  84. 84. Performance Objectives • Develop a more profitable, lower-risk business loan portfolio • Increase lending efficiency and strengthen customer relationships • Improve communication of credit solutions with customers Learning Objectives At the end of the programme, participants will be able to: • Develop greater ‘fluency’ in conducting credit conversations with business owners and managers • Show working knowledge of business lending issues • Efficiently and confidently obtain the right information needed for underwriting • Apply the knowledge about business lending to establish credibility and build new business relationships Key Topics • Learning About the Business • Understanding Business Borrowing Needs • Assessing the Business and Management • Fundamentals of Financial Statement and Tax Return Analysis • Understanding and Communicating Credit Solutions Programme Duration 2 days Target Audience Junior Credit Officers/ Relationship Managers, Credit Administration, Branch Managers, Non-Credit Personnel e.g. Finance, Legal, Compliance, HR, Audit, Sales Professionals (CCS), Credit Traders, Management Trainees Trainer Line Trainer (Omega-certified Trainer) 84 Credit BUSINESS LENDING FUNDAMENTALS (BLF) 1
  85. 85. Performance Objectives • Improve loan quality and reduce risk through a better understanding of financial risks • Improve productivity by promoting more efficient credit analysis • Build strong relationships by improving the ability to consult with customers Learning Objectives At the end of the programme, participants will be able to: • Identify asset conversion cycles which explain the underlying reasons businesses borrow and provide the key for accurately judging whether a borrower will be able to repay the loan • Assess accounting risk inherent in business financial statements Key Topics • Financial Reporting • Introduction to Accrual Accounting • Accounting for the Operating Cycle • Accounting for the Capital Investment Cycle and other Assets • Accounting for Liabilities and Equity Programme Duration 2 days Target Audience Entry to Mid-Career Level Commercial Lenders and Credit Analysts Trainer Line Trainer (Omega-certified Trainer) 85 Credit FINANCIAL ACCOUNTING FOR LENDERS (FAL) 2
  86. 86. Performance Objectives • Develop a more profitable, lower-risk loan portfolio • Increase lending efficiency • Improve customer relationships • Create a common vocabulary and lending process throughout the organisation Learning Objectives At the end of the programme, participants will be able to: • Propose sound, well informed loan decisions with the combination of skills and current information Key Topics • OpportunityAssessment • Borrowing Causes • Industry Risk Analysis • Business Risk Analysis • Financial Statement Analysis • Cashflow Analysis • Projections • Loan Structuring Programme Duration 3 days Target Audience Relationship Managers/CreditAnalysts with one or more years of experience, Loan Underwriters, Credit Review Staff Trainer Line Trainer (Omega-certified Trainer) 86 Credit COMMERCIAL LOANS TO BUSINESS (CLB) 3
  87. 87. Performance Objectives • Select appropriate solutions to solve emerging credit problems • Minimise exposure to lender liability Learning Objectives At the end of the programme, participants will be able to: • Describe what the best-practice approaches for recognising potential loan problems, identifying appropriate solutions and minimising exposure to lender liability • Identify potential credit risks related to loan structuring, underwriting and documentation • Evaluate changes in credit risks that require actions • Identify the potential impact of problem loans on the institution Key Topics • Loan Management Programme Duration 2 days Target Audience Relationship Managers/CreditAnalysts with one or more years of experience, Loan Underwriters, Credit Review Staff Trainer Line Trainer (Omega-certified Trainer) 87 Credit MINIMISING PROBLEM LOANS (MPL) 4
  88. 88. Performance Objectives • Link up the technical credit aspects with the actual writing aspects Learning Objectives At the end of the programme, participants will be able to: • Identify and avoid the common errors in the credit process writing • Plan their credit writing such that the outcome will be more effective presentation to the management and easier understanding by the readers • Organise relevant credit information into an executive summary • Write persuasively to put their credit recommendation across to the management Key Topics • Rationale for Writing a Proper Credit Proposal • Rules for Analytical Credit Proposals • Selecting Details for Presentation • Recognising the Challenges in Obtaining Quality Credit Information • Common Faults in Credit Presentation • Analytical Process in Key Areas for Credit Proposal Programme Duration 2 days Target Audience Relationship Managers/CreditAnalysts with one or more years of experience, Loan Underwriters Trainer External Trainer (IBBM) 88 Credit ANALYTICAL CREDIT WRITING SKILLS 5
  89. 89. 6 Performance Objectives • Evaluate and submit quality consumer credit proposals • Process consumer loan applications in compliance to internal policies and procedures Learning Objectives At the end of the programme, participants will be able to: • Recognise external parameters for credit laid down under FSA/IFSA • Recognise internal parameters for credit laid down under Credit Policy Guide (CPG), Credit Procedure Manual (CPM) and Internal Guideline (Secured Lending) • Explain consumer credit products’ features and benefits offered by the bank • Explain the loan processing process in line with internal guidelines and recognise the rationale of credit scoring • Differentiate security documentation for different types of loans and the respective securities taken as collateral • State the do’s and don’ts in credit matters • Explain the adverse impact on the Bank due to bad loans Key Topics • Module 1 : Introduction to Credit & FSA/IFSA • Module 2: Internal Guidelines • Module 3: Credit Policy Guide & Credit Procedure Manual • Module 4: Consumer Products • Module 5: Security Documentation, Collection and Recovery, Fraud Awareness and Audit Findings Programme Duration 4 days Target Audience Credit Officers from CCO and AFS Trainers L&T Trainer and Line Trainers CONSUMER CORE CREDIT 89 Credit
  90. 90. 7 Performance Objectives • Recommend trade finance products according to customers’ needs • Increase sales performance in trade finance products Learning Objectives At the end of the programme, participants will be able to: • Describe the trade environment, issues, barriers and factors promoting global trade • State the application of notable articles in international rules such as UCP, URC and URR • Explain the division of costs, risks and responsibilities in transporting goods from the seller to the buyer • Tell how credit facilities are applied to trade transactions Key Topics • Perspective of Trade Finance • UCP, URC and URR • Incoterms 2010 • Extension of Credit for Trade Finance Programme Duration 2 days Target Audience Commercial Banking, CBTM, CCS and Group Risk Staff Trainers Line Trainer (Regional Transaction Banking – Martin Chai) FUNDAMENTAL TRADE FINANCE 90 Credit
  91. 91. 8 Performance Objectives • Structure trade lines more accurately and effectively • Increase sales performance in trade finance products Learning Objectives At the end of the programme, participants will be able to: • State Treasury and FX products in relation to trade finance • Explain internal infrastructure in setting up and maintaining trade lines • Describe trade cycles and customers’ trade finance requirements • Describe Basel 2 requirements in respect of trade products e.g. regulatory capital requirement and return on capital • Describe specialised LC products • Illustrate the correspondent banking functions and their relation to trade finance • Identify the risks and mitigation in international trade Key Topics • Treasury and FX • Trade and Account Master • Trade Finance Deal Structuring • Specialised LC Products • Correspondent Banking • Risks in International Trade Programme Duration 2 days Target Audience Commercial Banking, CBTM, CCS and Group Risk Staff Trainers Line Trainer (Regional Transaction Banking – Martin Chai) INTERMEDIATE TRADE FINANCE 91 Credit
  92. 92. 9 OVERVIEW OF INTERNATIONAL TRADE (OPERATIONS) 92 Credit Performance Objectives • Increase efficiency in the handling of trade transactions Learning Objectives At the end of the programme, participants will be able to: • Explain the trade cycle, the flows of goods, payment and documents • State the benefits, applicability and risk in each different method of payments • List the fundamental principles & rules of LC operations – implication and dealing with discrepancies • Describe the differences between Bank Guarantee and Letter of Credit • Tell the changes in INCOTERMS 2000 and 2010 Key Topics • International Trade • Roles of Bank • Method of Payment • Bank Financing • Risk in International Trade and Risk Mitigation • INCOTERMS Programme Duration 1 day Target Audience Trade Service Centre, Trade Processing Centre and CDCS Holders Trainer Line Trainer
  93. 93. 10 STRUCTURED TRADE FINANCE (SALES) 93 Credit Performance Objectives • Increase the sales of structured trade finance Learning Objectives At the end of the programme, participants will be able to: • Explain structured trade • Tell the comparison between Pre & Post shipment • Describe the back-to-back Letter of Credit (LC), transferable LC and front-to- back LC • State the features, documentations and process flow for receivables backed by insurance Key Topics • Structured Trade & Commodity Finance • Pre & Post Financing • Avalisation • Receivables Backed by Insurance • Forfaiting, • Supply Chain Financing Programme Duration 0.5 day Target Audience Trade Sales, Trade Products, Trade Services Network and RM (Commercial Banking & Corporate Banking) Trainer Line Trainer
  94. 94. 11 Performance Objectives • Increase the quality of credit analysis of non–bank financial institutions (NBFI) • Decide on allocation of capital and maximise opportunities vis-a-vis credit exposures when managing exposures to NBFI Learning Objectives At the end of the programme, participants will be able to: • Apply a structured framework to analyze non-bank finance institutions, including insurance companies, funds and asset managers, and finance and leasing companies • Analyse key qualitative risk factors • Identify, calculate and interpret key ratios • Understand the accounting, terminology and dynamics of insurer • Evaluate a non-bank financial institutions strength based on its published financial information • Determine the overall credit quality of non-bank financial institution Key Topics Programme Duration 3 days Target Audience Identified CBTM & Group Risk Staff Trainers External Trainer (Moody’s Analytics) MOODY'S ANALYTICS NBFI CREDIT ANALYSIS 94 Credit • Insurance - Insurance Risk Profiles - Operating Environment - Finance Fundamentals - Analytic Overview - Business Risk - Financial Risk • Funds management - Types of Funds - Differentiations - Credit Analysis of Funds • Asset management - Role in Fund/Investment Industry - Asset Managers: Global & Local - Credit Analysis: Analyse as Corporate • Finance and Leasing Companies - Types of Firms - Shared Characteristics - Regulation and Accounting - Global and Local Markets - Business Risks and Mitigants - Financial Risks - Moody’s Ratings Framework and Approach
  95. 95. Business and People Management
  96. 96. 1 Performance Objectives • Communicate effectively with team members, management, internal and external customers to achieve objectives. Learning Objectives At the end of the programme, participants will be able to: • Identify and avoid roadblocks to effective communication • Use body language and voice effectively in communication • Speak clearly and simply so that their message is understood • Identify how to communicate with a diverse audience of employees and guests • Apply active listening skills • Use ASERT Technique to communicate more effectively Key Topics • Myths and Roadblocks to Effective Communication • Elements of Communication • Communicating with a Diverse Audience • Listening Skills • ASERT Technique in Communication Programme Duration 1 day Target Audience Assistant Managers & Managers Trainer L&T Trainer COMMUNICATION ESSENTIALS 96 Business and People Management
  97. 97. 2 Performance Objective • Prepare an effective presentation • Speak and present confidently to team members, management, internal and external customers to achieve the objectives of presentation Learning Objectives At the end of the programme, participants will be able to: • Identify and overcome the challenges of presentation • Adopt the ‘3P’ model to prepare for a presentation • Prepare an effective presentation using the O2BCQ model • Apply the appropriate non-verbal body language during a presentation • Handle Q&A effectively during a presentation Key Topics • Fundamentals of Presentation • 3Ps in Preparing a Presentation • 5 Steps to Drafting an Effective Presentation (O2BCQ Model) • Tips & Tricks for a Successful Presentation • The Art of Story Telling • Group and Individual Live Presentation Programme Duration 2 days Target Audience Assistant Managers and Managers Trainer L &T Trainer and Line Trainer PRESENTATION ESSENTIALS 97 Business and People Management
  98. 98. 3 Performance Objectives • Increase work productivity with effective time management techniques • Communicate effectively with peers in the workplace to achieve objectives Learning Objectives At the end of the programme, participants will be able to: • Describe the importance of their role • Manage and prioritise time • Plan and organise their work effectively Key Topics • Overview Of Success Principles • What Is Personal Excellence Mindset • How To Develop The Right Work Habits • How To Set Personal Goal • Insight To Personal Power • Appreciate The Importance Of Your Role • Manage And Prioritize Your Time • Communicate Effectively With People Around You • Plan Your Future Programme Duration 2 days Target Audience Clerical Staff Trainer L&T Trainer EFFECTIVE CLERICAL PROGRAMME 98 Business and People Management
  99. 99. 4 Performance Objectives • Set clear and achievable goals leading to success • Demonstrate self-belief and commitment to achieve goals Learning Objectives At the end of the programme, participants will be able to: • Describe the principles of success • State the importance of the power of conditioning • Set goals • Develop the right work habit Key Topics • Success Principles • Personal Excellence Mindset • Develop the Right Work Habit • Personal Goal Setting • Personal Power Programme Duration 1 day Target Audience Officers and Executives Trainer L&T Trainer PERSONAL LEADERSHIP 99 Business and People Management
  100. 100. 5 Performance Objectives • Increase productivity by effective work management • Achieve better results through effective work prioritisation Learning Objectives At the end of the programme, participants will be able to: • Describe the secret of focus and learn how to maintain it • Gain control over work priorities • Apply the 80/20 rule • Describe the essential elements of goal setting and goal attainment • Explain the difference between urgency and importance Key Topics • The Willpower to Change • Effective Goal Setting • The 4 Quadrants of Time Management • Remove Time Wasters • Renewal is Important Programme Duration 1 day Target Audience Officers and Executives Trainer L&T Trainer MANAGING WORK PRIORITIES 100 Business and People Management
  101. 101. 6 Performance Objectives • Transit into supervisory roles effectively and successfully • Create workplace excellence through the practice of basic managerial skillsets Learning Objectives At the end of the programme, participants will be able to: • Describe the roles and responsibilities of a supervisor • Develop a new mindset that builds supervisory excellence • Recognise the core skills relevant to the four basic management accountabilities • Apply the elementary skills required for decision making and problem solving • Explain the importance of relationship building by identifying and aligning to different behavioural styles Key Topics • Roles and Responsibilities of a Supervisor • The 4 Management Functions • Time Management Matrix • Decision Making and Problem Solving • Communication Programme Duration 2 days Target Audience Officers and Executives Trainer L&T Trainer SUPERVISORY DEVELOPMENT PROGRAMME 101 Business and People Management

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