Head of Distribution and Self Service | Personal and Business Banking
Once a financial institutions mix of branches has been put into place (which will continually change as the market changes) banks and credit unions must focus on perfecting their in branch strategy. The best way to do this is look closely at people and technology. This session will look at staffing models that meet the changing needs of today’s customer. It will explore how new employees with an updated skillset must be hired and old employees must be upskilled. It will also look at the technology being implemented in branch needs to be updated as well. Not just the customer facing technology (ATM’s, tablets, video conferencing, digital signage) but also the back office technology that tellers are using to get their work done and streamline their interactions with customers.
- Reevaluating your people strategy to improve your in-branch experience: Finding a suitable mix between training and hiring
- Developing a strategy to improve and upgrade customer facing technology
- Improving your back office processes