K MENA Strengthening Business Etiquette in a Prominent Financial Institution
Background
At the heart of a thriving bank is the impeccable etiquette of its banking professionals, who create an environment of professionalism and respect, crucial for fostering trust and sustaining professional relationships with clients who demand the highest standards of service and confidentiality. Moreover, their technical expertise enables them to manage financial products proficiently, adhere to regulatory requirements, harness cutting-edge banking software, and stay ahead of the rapid technological progress that characterizes the financial industry. This is essential for executing complex financial transactions and successfully navigating the continuously evolving landscape of banking technology.
Our client is one of the largest financial institutions in Saudi Arabia and in the Middle East, serving customers both locally and internationally. It offers comprehensive banking and financial solutions supporting various trade, industry, and economic growth through tailored financing for various sectors.
Challenge
Recognizing that every client interaction is an opportunity to reinforce its reputation, enhance customer satisfaction, and mitigate lending risks, our client prioritized equipping employees with a strong foundation in professional etiquette, wealth management, and credit analysis.
To bridge the knowledge gap and elevate the expertise of their entry-level employees and relationship managers, the bank partnered with Kaplan. Leveraging our renowned educational expertise, we designed a tailored training program that aligned with their commitment to excellence and service. This collaboration empowers their workforce, ensuring they not only represent the bank but also drive its continued success and customer loyalty.
Solution
To help our client build a workforce that embodies professionalism and technical expertise, Kaplan designed the Affluent Banking Program – a six-month initiative designed to create well-rounded banking professionals through a structured blend of soft skills and financial acumen. The program began by strengthening personal branding and emotional intelligence, empowering participants to refine their professional presence, communicate effectively, and build lasting client relationships. As they progressed, they developed a solid foundation in core financial concepts, including the time value of money, asset classes, and investment principles, ensuring they could navigate complex financial landscapes with confidence.
Building on this knowledge, participants advanced into credit analysis and wealth management, learning to assess risk, evaluate financial products, and construct well-balanced investment portfolios. The final module focused on personal productivity and customer engagement, equipping employees with the skills to manage their time efficiently, build trust with clients, and deliver exceptional customer experiences.
Impact
With an outstanding 98% overall satisfaction rate for the course, trainer, and training material, candidates found the Affluent Banking Program to be remarkably positive and transformative.
Graduates emerged with enhanced self-awareness, polished professional etiquette, and a stronger personal brand. They developed financial acumen in key areas like wealth management, credit analysis, and financial instruments, while also mastering consultative client engagement and productivity techniques.
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