The Client Facing team manages channels at FBN Capital to ensure the right investment products meet clients' needs. It offers mutual funds, bonds, notes, portfolio management services, and more through various hubs including e-channels, direct sales, private banking, and working with First Bank branches. The team faces challenges with limited software features, paperwork, staffing levels and competitive rates but aims to improve the online experience for clients and incentivize bank branches to increase transactions.

1. CHANNELS
MANAGEMENT:
The Client Facing team

2. Introduction
Channels Management is a division under the Markets segment of FBN
Capital. It comprises of a team of experts that ensure the right products are
deployed to meet each client’s specific investment needs, providing
investment advice, proffering investment solutions and efficiently executing
sales and purchase requests.
The major operating software used by Channels Management is Symbols.

3. Investment Products Offered
• Mutual Funds ( FBN Money Market Fund, Fixed Income Fund and
Heritage Fund)
• Liquidity Management
• IABN (Ivory African Bond Notes)
• Credit Linked Notes
• Discretionary Portfolio Management Services (DPMS)
• Treasury Bills
• Commercial Papers

4. Channels Management Hubs
• e- Channels Hub
• Direct Sales Hub
• PB/ HNI Hub
• Branch Facing Hub
CHANNEL
MGT
PB/HNI
Direct
Sales
e-
Channels
Lagos
Island
Lagos
Mainland
Regional
North
Regional
South

5. •Electronic channel focuses on reaching prospective clients primarily via
phone calls and emails
•Gets client list from the data pool updated by M&CC and from referrals.
•Effective client relationship management, sending of account statements,
and follow up calls.
E-Channels

6. Direct Sales Hub
• Initiate Deals and execute purchase requests of retail clients
• Primary Investment products offered are: Mutual Funds, Treasury Bills
and Commercial papers
• Manage client relationships. How? Advice clients on investment
decisions; send account statements to clients on request; receive and
process redemption and liquidation requests.

7. Branch Facing Hub
• It’s the interface between FBN Capital Channels Management and First
Bank Branches.
• The team has a sales collaboration agreement and they are mandated to sell
investment products, primarily money market fund and liquidity management
note.
• They maintain relationships with FBN Relationship Managers and
subsequently organise trainings for Staff of FBN Branches.

8. Private Banking/High Net-worth Investors Hub
• Handles FB Private Banking and High Net-worth Investors (Threshold of
N30million and clients with potential)
• Offers wealth management services (Financial planning), mutual funds and
other bespoke services to clients.
• Client base increases mainly from referrals.
• Sends statements of unit holding, Letters of Investment, emails on investment
rates to clients.

9. Equity Brokerage Team
• They buy and sell equities on behalf of retail and HNI clients.
• They send Buy/Sell mandates to the Operations team who lodge it on the
jobbing book.
• Offer shares from IPOs and Private Placement to clients
• They handle dematerialization of share certificates.

10. Challenges and Probable Solutions
• Limited features on Symbols: Inability to send bulk
account statement, delays in updating client fund
account.
•Too much paperwork
•Internal and Individual issues
•Competitive rates from other Asset management
companies
•Inadequate manpower
•More features made available on Symbols
and the online Portals.
• Robust customer care team on e- Channels
to attend to clients efficiently.
•Toll free incoming calls.
•Give branches incentives to encourage their
transactions
•Do things in a T.I.D.I.E.R. way

11. Feedback?

12. Thank you