| Location | Duration | Kenyan Cost | Non-Kenyan Cost | Upcoming Schedules |
|---|---|---|---|---|
| Nairobi, Kenya | 5 Days | KES 115,000 | USD 1,500 | Enroll |
| Kigali, Rwanda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Kampala, Uganda | 5 Days | USD 1,900 | USD 1,900 | Enroll |
| Dar es Salaam, Tanzania | 5 Days | USD 2,000 | USD 2,000 | Enroll |
| Dubai, UAE | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Abuja, Nigeria | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Accra, Ghana | 5 Days | USD 4,000 | USD 4,000 | Enroll |
| Pretoria, South Africa | 5 Days | USD 3,900 | USD 3,900 | Enroll |
| Start & End Date | Duration | Kenyan Cost | Non-Kenyan Cost | Enroll | |
|---|---|---|---|---|---|
| Sep 07āSep 15, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Sep 21āSep 29, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Oct 05āOct 13, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Oct 19āOct 27, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 02āNov 10, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 16āNov 24, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Nov 30āDec 08, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 14āDec 22, 2026 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Dec 28, 2026āJan 05, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 11āJan 19, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jan 25āFeb 02, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 08āFeb 16, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Feb 22āMar 02, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 08āMar 16, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Mar 22āMar 30, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 05āApr 13, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Apr 19āApr 27, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 03āMay 11, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 17āMay 25, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| May 31āJun 08, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 14āJun 22, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jun 28āJul 06, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 12āJul 20, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
| Jul 26āAug 03, 2027 | 7 Days | KES 90,000 | USD 1,000 | Register | |
About the Course
Branch networks face growing pressure from digital channels and changing customer expectations, requiring stronger commercial and service-quality capability.
This programme covers branch sales models, customer segmentation, cross-selling, complaints handling, performance management and omnichannel banking.
Participants leave with a branch performance plan, a cross-selling playbook and a customer experience action plan.
Target Participants
Branch managers and assistant branch managers, Retail banking relationship officers and tellers, Customer experience and service quality managers, Regional and area retail banking managers, Sales and business development staff in branch networks, and operations risk officers supporting branch networks.
What You Will Learn
By the end of this course, participants will be able to:
- Analyse branch sales, service and operating models.
- Design customer segmentation and relationship management approaches for retail banking.
- Develop cross-selling and product bundling strategies for branch networks.
- Apply customer experience design principles to branch and digital touchpoints.
- Implement complaints handling and service recovery processes.
- Evaluate branch performance against sales, service and operational targets.
- Manage queue, cash and operational risk within branch operations.
- Prepare a branch leadership and people management improvement plan.
Course Duration
- Classroom ā 5 Days
- Online ā 7 Days
Course Outline
Foundations of Retail Banking and Branch Operations
- Branch role
- Retail business model
- Branch formats
- Competitive pressures
- Distribution trends
Branch Sales, Service and Operating Models
- Balancing sales/service
- Staffing/resourcing
- Process efficiency
- Cost-to-serve
- Network optimization
Customer Segmentation and Relationship Management
- Segmentation principles
- Customer profiling
- Segment-based relationship management
- Customer lifetime value
- Managing vulnerable segments
Cross-Selling, Up-Selling and Product Bundling
- Cross-selling opportunities
- Product bundling
- Needs-based selling
- Incentive design
- Avoiding mis-selling
Customer Experience Design and Service Quality Management
- CX design principles
- Customer journey mapping
- Service quality measurement
- Moments of truth
- Customer-centric culture
Complaints Handling and Customer Recovery
- Complaints frameworks
- Root-cause analysis
- Service recovery techniques
- Regulatory requirements
- Turning complaints into improvement
Branch Performance Management and Sales Targets
- Setting balanced targets
- Performance monitoring/coaching
- Balanced scorecard use
- Managing underperformance
- Recognition/rewards
Queue, Cash and Operational Risk Management in Branches
- Queue management
- Cash/vault controls
- Fraud prevention
- Business continuity
- Health/safety
Omnichannel Banking and the Changing Role of the Branch
- Channel integration
- Migration strategies
- Branch as advisory hub
- Cross-channel experience
- Future branch models
Leadership and People Management for Branch Managers
- Leadership skills
- Staff coaching/development
- Performance/conduct management
- Building engaged teams
- Succession planning
Practical Outputs
- Branch performance improvement plan
- Customer segmentation and relationship management framework
- Cross-selling playbook
- Customer experience action plan
- Complaints handling process map
- Branch risk control checklist
Training Approach
Highly practical, using branch case studies and role plays on customer interactions and complaints, culminating in a personal branch leadership development plan.
Organizational Benefits
- Improved branch sales performance and cross-selling revenue
- Enhanced customer experience and satisfaction
- Reduced complaints and improved service recovery
- Stronger branch operational risk control
- Improved branch manager leadership capability
- Better-informed branch network and channel strategy decisions
Certification
Participants who successfully complete this course will receive a Certificate of Course Completion from Devimpact Institute, recognizing the knowledge, practical skills and competencies developed through the programme.
Tailor-Made Course
This course can be customized and delivered as an in-house programme to address the specific policies, systems, sector context and capacity-development priorities of an organization. The course duration, modules, case studies and practical exercises may be adjusted following a training needs assessment.
