Relationship Management

Session 1: Introduction and Foundations

• Welcome and Course Overview
• Introduction to the course, objectives, and structure.
• Overview of relationship management in financial services.

Session 2: Strategic Context and Organisational Implications

• Understanding the strategic importance of relationship management.
• Organisational impacts and aligning relationship management with business goals.

Session 3:  Client Needs and Solution Identification

• Client Needs Assessment
• Techniques for identifying and understanding client needs.
• Tools and methods for effective client communication.

Session 4: Financial Products and Services Matching

• Overview of financial products and services.
• Matching client needs with appropriate solutions.

Session 5: Risk Management and Ethical Standards

• Credit Risk Analysis
• Fundamentals of credit risk assessment.
• Practical exercises in conducting risk analysis.

Session 6: Ethical Standards and Compliance

• Ethical considerations in relationship management.
• Regulatory requirements and compliance best practices.

Session 7: Practical Application and Case Studies

• Developing Client Call Plans
• Creating and executing effective client call plans.
• Role-playing exercises to practice client interactions.

Session 8: Case Study Analysis

• In-depth analysis of a real-world case study.
• Group activities to develop and present client proposals.

Session 9: Advanced Strategies and Performance Metrics

• Strategic Communication and Presentation Skills
• Enhancing communication skills for client engagement.
• Techniques for presenting complex financial products.

Session 10: Performance Metrics and Relationship Growth

• Key performance indicators for relationship management.
• Strategies for fostering long-term client relationships and driving profitability.

Session 11: Integration and Review

• Integration of Learning
• Review of key concepts and skills learned.
• Integration of relationship management strategies into daily practice.

Session 12: Final Assessment and Feedback

• Final assessment to evaluate understanding and application of course material.
• Feedback session and course wrap-up.

 The course content can be fully customized to focus on the sessions that are most relevant to your businesses interests.

Redcliffe's course trainer is a seasoned banking professional with a remarkable 37-year tenure in the financial services sector. She brings a wealth of experience in relationship management to her distinguished career. Her journey encompasses leadership roles in commercial and corporate banking, strategy, credit, risk management, trade and receivables finance, real estate, audit as well as financial crime and compliance, emphasising the significance of soft skills in fostering connections.

Equipped with certifications from the Lumina Training Programmes, focusing on behavioural interaction and leadership skills, the trainers expertise extends beyond her own company. During her four years at Moody’s Analytics, she directed the development and delivery of tailored training programs across various domains, underscoring the importance of soft skills at all levels, especially in today's intricate and customer-centric business landscape. These programs spanned credit and risk management, financial crime compliance, regulatory compliance, commercial due diligence, sales, and service, showcasing her commitment to holistic relationship management. Her professional footprint extends across the UK, Europe, Middle East, Africa, Asia Pacific, and the Americas.

 Before her tenure at Moody’s, the trainer contributed her skills at RBS, where she dedicated a year to a special project evaluating small-to-medium-sized businesses, aligning them with the regulatory requirements of the Financial Conduct Authority—a testament to her dedication to regulatory compliance in relationship management.

 The majority of the trainers illustrious career unfolded at HSBC, where she held senior management positions within retail, commercial, and corporate banking in London. Recognised as a commercially astute leader, she consistently fostered substantial income growth through extensive internal and external networks. She played a pivotal role in enhancing and maintaining credit and compliance risk frameworks, setting regional best practices, and underlining her commitment to sustainable and ethical relationship management.

The trainers distinctive strength lies in her ability to unlock strategic value, coupled with her meticulous nature, which facilitates seamless implementation across organisational tiers. Given her diverse range of experiences and eloquent communication skills, she ventured into the field of development and learning, aiming to drive industry-wide best practices. While her training methods were traditionally classroom-based, she has seamlessly transitioned into the virtual training arena and is proficient in various virtual training platforms.

Beyond her professional endeavours, she serves as the Chairperson for a sports and leisure organisation that hosted the training for the London 2012 Olympics. She is also the Corporate Partnerships Manager; London Lead for Mentoring; Curriculum and Events Lead with the Women in Banking and Finance Organisation. Ras actively participates as a committee member in various charitable organisations, including speaking engagements for the global Water Aid Charity.

Additionally, she was selected for UN UK Women Delegation CSW68, and is part of an offshoot group involved with educating women to be financially astute and to operate autonomously. As a dedicated mentor and coach across all professional levels, she remains a staunch advocate for gender and ethnic diversity in the workplace, embodying the essence of inclusivity.

• Understand Core Principles: Grasp the fundamental concepts of relationship management, including its strategic importance in banking and financial services, and how it impacts client satisfaction and retention.
• Client Needs Assessment: Develop skills to effectively assess and analyse client needs, enabling the creation of tailored financial solutions that align with clients' goals and objectives.
• Risk Analysis and Management: Learn to conduct comprehensive credit risk assessments and implement risk management strategies to ensure sound decision-making in client relationships.
• Strategic Communication: Enhance communication skills to effectively engage with clients, articulate value propositions, and present complex financial products in an accessible manner.
• Ethical Standards and Compliance: Familiarise participants with the ethical considerations and regulatory requirements in relationship management, ensuring adherence to industry standards and best practices.
• Performance Metrics and Relationship Growth: Gain insights into key performance indicators (KPIs) for measuring relationship success and develop strategies for fostering long-term client relationships that drive profitability and business growth.

• Middle Managers and Senior Leaders: The course is specifically designed for middle-management and senior leadership roles in banks and financial institutions, enabling them to enhance their strategic relationship management skills.
• Relationship Managers: Professionals currently serving as relationship managers or client-facing roles will benefit from advanced techniques in client engagement, needs assessment, and solution delivery.
• Commercial Loan Officers: Those involved in commercial lending and responsible for managing customer relationships will find the course particularly relevant, as it focuses on credit risk analysis and client proposal development.
• Product Managers: Individuals in product management roles who need to understand client needs and align financial products accordingly will gain valuable insights from the course content.
• Sales and Marketing Professionals: Bankers engaged in sales management and marketing will learn how to effectively segment markets and develop customer value propositions that enhance client loyalty and retention.
• Risk Management Professionals: Those involved in risk management will benefit from understanding the ethical and compliance aspects of relationship management, ensuring they can navigate these complexities while maintaining strong client relationships.

The course in Relationship Management, specific to the Banking and Financial Services industry, is designed to equip professionals at all levels of management with the essential skills required to excel in client relationship roles within the financial industry.

This comprehensive program covers various aspects of relationship management, from foundational knowledge to advanced strategic applications, ensuring participants can effectively manage and grow their client portfolios while maintaining high standards of service and compliance.

The course content includes understanding the strategic context and organisational implications of relationship management, essential for both new and experienced managers in business and commercial banking. Participants will learn to identify client needs, provide tailored solutions, and match these needs with appropriate financial products and services.

Key skills such as credit risk analysis, financial strategy identification, and client proposal development are emphasized to ensure participants can create and execute effective client call plans and proposals that align with clients' financial objectives.

 Practical application is a core component, with methodologies involving discussions, group activities, and case studies to help participants apply learned concepts directly to their roles. For instance, a case study on a company planning to expand its operations provides a real-world scenario for participants to practice structuring credit solutions and making strategic recommendations.

The course also addresses the ethical, risk, and governance standards required in relationship management roles. Participants will understand the range of financial services products, pricing, margins, and the local market dynamics affecting their clients. This knowledge is crucial for building long-term, trusted advisor relationships with clients, driving both relationship profitability and client satisfaction.

 Overall, this course is designed to enhance the performance and leadership potential of relationship managers in the financial services industry, providing them with the knowledge and skills to manage client relationships effectively and contribute to their organisations' success. This course can be customised for different levels of relationship management seniority and complexity.