Prosperas Skills Center

  • info@prosperasskillscenter.com
  • Nairobi, Kenya
  • +254 729 449 222
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Training Course on Bank Branch Management and Performance Optimization

Training Course on Bank Branch Management and Performance Optimization

Duration: 5 Days

Location: Nairobi

Course Overview
Bank branches remain a critical touchpoint for customer service, sales, and brand presence, even as digital banking continues to grow. Effective branch management is essential to balancing customer satisfaction, regulatory compliance, risk management, and profitability. This course equips bank branch leaders and aspiring managers with the strategic and operational tools needed to optimize branch performance in a competitive and evolving banking landscape.
Participants will explore branch leadership, resource allocation, sales planning, service quality, compliance, and operational efficiency. The course also addresses the integration of digital and physical banking (phygital models), enhancing customer experience, managing branch risk, and measuring performance using key branch-level KPIs. Practical simulations and case studies help participants apply proven techniques for improving branch productivity and service delivery.
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Course Objectives
By the end of this course, participants will be able to:
•Manage branch operations effectively and ensure compliance with internal policies and regulations.
•Lead and motivate branch teams to achieve sales, service, and operational targets.
•Optimize branch profitability through resource planning and performance tracking.
•Deliver excellent customer experiences through staff training and workflow improvement.
•Implement risk mitigation measures and enhance internal controls at branch level.
•Integrate technology and data analytics into branch decision-making and customer engagement.
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Target Audience
This course is ideal for:
•Branch managers and assistant branch managers
•Regional/area branch supervisors
•Customer service officers and team leaders
•Sales and relationship managers
•Bank operations staff being prepared for leadership roles
•Training and HR officers in charge of capacity building in banking institutions
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Training Methodology
•Interactive lectures and strategy sessions
•Real-life case studies from high-performing bank branches
•Role-playing scenarios on staff leadership and customer handling
•Simulation: Branch performance review and turnaround planning
•Group exercises and peer learning on best practices in branch operations
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Expected Outcomes
Participants will:
•Gain the skills to lead branch teams toward superior performance
•Strengthen operational discipline and risk compliance at branch level
•Improve branch-level decision-making through data and financial analysis
•Increase customer satisfaction and deepen client relationships
•Contribute to overall bank growth through branch-level excellence and innovation

Course Modules / Key Topics
Module 1: Foundations of Branch Management
•Role of branches in the modern banking ecosystem
•Branch business models and service segmentation
•Key success factors for high-performing branches
Module 2: Branch Operations and Compliance
•Daily operations, cash and vault management, and workflow design
•Internal controls, regulatory compliance, KYC, and AML
•Managing audits, reconciliations, and exception handling
•Workshop: Mapping branch processes and identifying gaps
Module 3: Sales Management and Business Growth
•Branch-based sales planning and execution
•Product knowledge and customer targeting strategies
•Cross-selling, upselling, and campaign execution
•Simulation: Developing a monthly branch sales strategy
Module 4: Customer Service and Relationship Management
•Delivering exceptional customer service in-branch
•Handling complaints and managing service recovery
•Personalizing customer experiences using CRM tools
•Case study: Transforming a low-performing branch through service quality
Module 5: Performance Monitoring and Strategic Leadership
•Branch-level KPIs and performance dashboards
•Staff performance management and coaching
•Branch cost management and profitability tracking
•Final Session: Drafting a branch performance optimization action plan

Course General Information:
This course is delivered by qualified and experienced trainers with extensive expertise in their respective fields. Our training approach combines interactive theory sessions, hands-on practical activities, group work, and case studies, ensuring a dynamic and impactful learning experience.

Training Location: The sessions will be held at PROSPERAS SKILLS CENTER, Nairobi, Kenya. We also offer tailor-made group training at client-requested locations upon prior arrangement.

Certification: Upon successfully completing the training, participants will be awarded a certificate from PROSPERAS SKILLS CENTER.

Fees and Inclusions: Covers tuition, training materials, lunch, and venue. Accommodation and airport transfers can be arranged upon request.

Payment Details: Payment must be made to our bank account prior to the commencement of training. Please forward proof of payment to: trainings@prosperasskillscenter.com

For Further Inquiries: Contact us via email: trainings@prosperasskillscenter.com

Bank Branch Management and Performance Optimization

Start DateEnd DateOnline Fee (USD)In-Person Fee (USD)Register
17 Nov, 202521 Nov, 202510001500Enroll
24 Nov, 202528 Nov, 202510001500Enroll
01 Dec, 202505 Dec, 202510001500Enroll
15 Dec, 202519 Dec, 202510001500Enroll
05 Jan, 202609 Jan, 202610001500Enroll
12 Jan, 202616 Jan, 202610001500Enroll
19 Jan, 202623 Jan, 202610001500Enroll
26 Jan, 202630 Jan, 202610001500Enroll
02 Feb, 202606 Feb, 202610001500Enroll
09 Feb, 202613 Feb, 202610001500Enroll
23 Feb, 202627 Feb, 202610001500Enroll
23 Feb, 202627 Feb, 202610001500Enroll
02 Mar, 202606 Mar, 202610001500Enroll
09 Mar, 202613 Mar, 202610001500Enroll
23 Mar, 202627 Mar, 202610001500Enroll
13 Apr, 202617 Apr, 202610001500Enroll
20 Apr, 202624 Apr, 202610001500Enroll
04 May, 202608 May, 202610001500Enroll
11 May, 202615 May, 202610001500Enroll
18 May, 202622 May, 202610001500Enroll
08 Jun, 202612 Jun, 202610001500Enroll
15 Jun, 202619 Jun, 202610001500Enroll
22 Jun, 202626 Jun, 202610001500Enroll
29 Jun, 202603 Jul, 202610001500Enroll
06 Jul, 202610 Jul, 202610001500Enroll
13 Jul, 202617 Jul, 202610001500Enroll
20 Jul, 202624 Jul, 202610001500Enroll
27 Jul, 202631 Jul, 202610001500Enroll
03 Aug, 202607 Aug, 202610001500Enroll
10 Aug, 202614 Aug, 202610001500Enroll
17 Aug, 202621 Aug, 202610001500Enroll
31 Aug, 202604 Sep, 202610001500Enroll
07 Sep, 202611 Sep, 202610001500Enroll
14 Sep, 202618 Sep, 202610001500Enroll
21 Sep, 202625 Sep, 202610001500Enroll
28 Sep, 202602 Oct, 202610001500Enroll
12 Oct, 202616 Oct, 202610001500Enroll
26 Oct, 202630 Oct, 202610001500Enroll
02 Nov, 202606 Nov, 202610001500Enroll
09 Nov, 202613 Nov, 202610001500Enroll
16 Nov, 202620 Nov, 202610001500Enroll
23 Nov, 202627 Nov, 202610001500Enroll
30 Nov, 202604 Dec, 202610001500Enroll
07 Dec, 202611 Dec, 202610001500Enroll
14 Dec, 202618 Dec, 202610001500Enroll

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