Relationship Management

Redcliffe's relationship management skills training is led by a seasoned banking professional with 37 years of experience in corporate banking, strategy, credit, risk management, and financial crime compliance. Throughout her career, she has emphasised the importance of soft skills in building strong, lasting relationships.

Certified in the Lumina Training Programmes, she also brings extensive training experience from her four years at Moody’s Analytics, where she designed and delivered tailored programs focused on soft skills, credit, and risk management. These programs, covering areas such as financial crime compliance, regulatory compliance, commercial due diligence, sales, and service, highlighted the critical role of soft skills in today’s customer-centric business environment and demonstrated her commitment to comprehensive relationship management.

Taking great pride in her training for customer relationship management programs, she transitioned into development and learning with the goal of promoting industry-wide best practices.

Much of the trainer’s distinguished career was spent at HSBC, where she held senior management roles in retail, commercial, and corporate banking in London. Recognised for her commercial acumen, she drove income growth through strong networks and played a key role in enhancing credit and compliance frameworks, setting best practices, and promoting ethical, sustainable relationship management. Her leadership in these areas has shaped her approach to training, and her commitment to these principles is strongly reflected in the training programs she now leads.

When she's not delivering relationship management skills training, the trainer serves as Chairperson for a sports and leisure organisation that played a role in the London 2012 Olympics. She is also actively involved with several charitable organisations and regularly speaks for the global Water Aid Charity.

Upon completion of this customer relationship management workshop, participants will be better able to:

• 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.

This course is a need-to-know for:

• 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 in relationship management or client-facing roles will gain advanced techniques in client engagement, needs assessment, and solution delivery through this comprehensive client relationship manager training.
• Commercial Loan Officers: Those involved in commercial lending and 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 covered in relationship management skills training, enabling them to navigate these complexities while maintaining strong client relationships.

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

This comprehensive relationship management skills training program covers everything from foundational concepts to advanced strategies, ensuring you can effectively manage and grow client portfolios while upholding 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 emphasised to ensure participants can create and execute effective client call plans and proposals that align with clients' financial objectives.

To achieve the best results, Redcliffe’s training for customer relationship management incorporates practical methodologies such as group discussions, interactive activities, and case studies. These approaches help participants apply the concepts directly to their roles. For instance, a case study involving a company planning to expand its operations provides a real-world scenario where you will have the opportunity to practice designing 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.