Description
The Banking Operations Course is a comprehensive professional development programme designed to equip participants with the practical knowledge, operational skills, and regulatory understanding required to manage and support modern banking operations effectively. The course provides an end-to-end understanding of banking processes, from customer onboarding and cash management to transaction settlement, credit administration, trade operations, compliance, operational risk management, and service excellence.
Participants will gain practical insights into how banking operations support institutional sustainability, customer satisfaction, regulatory compliance, operational efficiency, and risk mitigation. The programme also explores emerging trends such as digital transformation, automation, data-driven service delivery, and agent banking operations.
Through practical case studies, operational scenarios, and industry best practices, the course prepares participants to confidently manage operational processes, minimize errors and fraud, improve customer experience, and contribute to the overall performance and growth of financial institutions.
Course Objectives
At the end of this course, participants will be able to:
- Understand the structure of the banking industry and the strategic importance of banking operations.
- Explain the regulatory and compliance requirements governing banking operations, including AML, KYC, FATCA, and audit readiness.
- Apply best practices in customer account opening, onboarding, and data validation processes.
- Effectively manage teller services, vault operations, cash handling, reconciliation, and counterfeit detection processes.
- Understand transaction processing workflows, payment systems, clearing, settlement, and reconciliation procedures.
- Manage and support agency banking operations, including agent onboarding, monitoring, complaint resolution, and fraud prevention.
- Deliver effective customer service operations through complaint management, customer engagement, and service process improvement.
- Administer core credit operations processes, including loan documentation, collateral management, repayment monitoring, and non-performing loan management.
- Understand the fundamentals of trade finance and international banking operations.
- Identify operational risks within banking processes and apply risk management frameworks and control measures.
- Integrate operational risk management into day-to-day banking operations to reduce errors, fraud, and compliance breaches.
- Develop strategies for operational excellence, service improvement, digital transformation, and customer-centric banking operations.
Who Should Attend
This course is designed for:
- Banking operations officers and supervisors
- Customer service officers and relationship support staff
- Tellers, cash officers, and branch operations personnel
- Compliance and internal control officers
- Credit administration and loan operations staff
- Agency banking and financial inclusion officers
- Transaction processing and settlement officers
- Risk management professionals in financial institutions
- Branch managers and team leaders
- New entrants seeking a career in banking operations
- Fintech and microfinance operations personnel
- Professionals transitioning into banking and financial services operations
The course is also beneficial for organizations seeking to strengthen operational efficiency, regulatory compliance, customer experience, and risk management capabilities within their banking operations teams.
Course content:
Module 1: Introduction to Banking and Banking Operations
- Understanding the Financial Industry regulatory environment
- The core business of banks
- Overview of banking products and services
- Banking operations is critical to bank’s sustainanbility and growth
- The need for comprehensive Operations Guidelines and Standard Operating Process (SOP)
- Need for clearity in the golden interaction between Operations and Marketing
Module 2: Regulatory Compliance In Operations
- Core compliance frameworks: AML, KYC, FATCA
- Transaction monitoring and flagging suspicious activity
- Record keeping obligations and retention timelines
- Key compliance reports
- Operations roles in audit readiness
Module 3: Customer Account Opening and Onboarding
- Required documentation and data validation for customers’ bucket
- KYC/KYB, AML, PEP and other compliance checks
- Setting up customer profiles accurately
- Digital customer acquisition and customer onboarding
- Third Party/Agent customer acquisition and customer onboarding
- Common onboarding errors and how to avoid them
Module 4: Cash and Teller Operations
- Vault Management
- Teller, ATM and Agents cash indent
- Cash deposit and withdrawals
- Teller cash analysis
- Call-over
- Detecting counterfeit notes/cheques
- Balancing/Settling the Till
- Vault balancing and reconciliation practices
- Cash-related regulatory checks
Module 5: Transaction Processing and Settlement
- How payments flow through the banking system
- Clearing vs. settlement
- Wire transfers, ACH, and digital channels
- Digital transaction error management
- Reconciling transactions and ensuring necessary reversals
- Key checkpoints to reduce errors
Module 6: Agent Banking Operations
- What is Agency Banking
- Recruitment and onborading of agents
- Training Agents on customer service excellence
- Support Agents cash indent
- Track and ensure prompt resolution of Agents Complaints
- Support Agents’ local financial literacy programmes
- Ensure prompt resolution of customer complaints and concerns against Agents
- Monitoring for fraud, error and miscondut
- Track customer satisfaction at Agents’ locations
- Track and manage Agents’ performance
- Agent Banking Case Study
Module 7: Customer Service Operations
- Handling inquiries
- Complaints management
- Management of customers’ feedback
- Process updates enlightement for customers
- Developing FAQs
- Resolving operational errors
- Provide customer insights based on internal data
- Building trust through consistent follow-up
Module 8: Credit Operations
- Loan Lifecycle: from application to disbursement
- Processing collaterals and verifying security
- Maintaining loan files and audit trails
- Interest calculation and payment schedules
- Monitoring and follow-ups on loan/overdraft collections
- Management and reporting of non-performing loans/overdrafts
- Issuance of Non-Indebtedness letter
Module 9: Foreign/International Trade Operations
- Introduction to Trade Finance
- Core trade finance instruments
- Compliance and regulatory frameworks
- Risk management in trade finance
- Correspondent banking and international Operations
Module 10: Fundamentals of Operational Risk Management
- Types of banking risks and definitions
- What is operational risk management
- Benefits of operational risk management
- Operational risk management framework
- The six-step operational risk management cycle
- Enterprise Risk Management (ERM)
- Risk identification process
- Risk management principles and Standards
- Risk assessment
Module 11: Embedding Risk Management Into Operations
- Effective risk management communication
- Ensure stakeholders’ ownership of risk management
- Instilling a risk management culture
- Integrating operational risk management into Operations
- Control activities that prevent errors and fraud
- Role of checklists, approvals, and maker-checker systems
- Case study on operational risk management
- Personal action planning and role play on operational risk in Operations
Module 12: Service Excellence Roadmap
- Digital transformation and channel optimization
- Data driven personalization
- Implement process improvement and automation
- Proactive service and customer support
- Talent and culture transformation
- Implement Service Governance Leadership structure
