1. Accord Conference Bristol April 2012 Anne Kiem Chief Executive Institute of Financial Services www.iofs.org.uk

2. About the Institute a division of the ifs School of Finance a not-for-profit professional body and registered charity, incorporated by Royal Charter recognised as an awarding organisation by Ofqual the only specialist financial education body with Taught Degree Awarding Powers has a remit to provide the financial services industry with a skilled and competent workforce while also promoting a better understanding of finance amongst consumers.

3. Evolution

4. The ifs today A business school for Finance A business school for Finance Financial Capability Financial Capability Regulatory Qualifications Regulatory Qualifications Higher Education Higher Education Professional Qualifications Professional Qualifications Executive Education Executive Education Alumni / Membership Alumni / Membership

5. Why am I here? Conversation with

6. Who is the odd one out? Adam Applegarth Fred Goodwin Sir Terry Wogan

7. Who is the odd one out? Bank Manager Chef Electrician Solicitor Dentist Gas fitter Plumber Accountant

8. The role of education in retail financial services gives firms confidence that staff are fully aware of, and acting in accordance with, their regulatory responsibilities and limitations gives employees confidence in their abilities and empowers them to seek the best outcomes for customers based on the consumers circumstances gives customers confidence that their needs are being dealt with by competent, knowledgeable qualified banking professionals

9. ensures that staff are fully conversant with processes and rules better embeds the knowledge and delivery of best practice enhances employees’ industry knowledge and appreciation of customer needs identifies staff with talent and enables them to develop to their full potential The role of education in retail financial services

10. Institute Qualifications and Progression Chartered Fellow

11. Certificate in Retail Banking Conduct of Business a professional qualification specifically designed to support customer facing staff embeds understanding of the FSA's Retail Banking Conduct of Business and payment services regulations equips customer-facing staff with essential knowledge of the financial services environment and the key principles of providing customer service excellence

12. Certificate in Retail Banking Conduct of Business Course content the different types of retail banking customers and their needs the sources of guidance and information for retail banking customers the financial services environment relevant legislation and regulations and how they impact retail banking the main retail banking products and delivery channels the key principles of lending the importance of delivering effective customer service and its impact on customer retention selling in retail banking

13. Diploma in Retail Banking Conduct of Business for those managing customer facing teams enhances understanding of retail banking and its role within the wider financial system develops a detailed appreciation of the products available to consumers and the principles of customer service best practice enhances management skills and knowledge and acts as a means to career progression offers credits in to first year of the degree programme

14. Diploma in Retail Banking Conduct of Business Course Content the role of financial services in society and the economy key legislative, regulatory and risk factors implications and operational implementation of BCOBs and payment services regulations customer service principles and practice customer-centric delivery channels and strategies for managing customer relationships the changing role and format of retail financial services and the interplay with ethics, consumer confidence and commerciality

15. Certificate in Business Banking & Conduct for customer facing professionals involved in lending to businesses enhances understanding of the conduct of business regime in relation to business banking develops understanding of the key processes and information needs related to making lending decisions enhances business development, relationship management and customer service skills

16. Certificate in Business Banking & Conduct Course Content the business banking environment and principles of risk management and lending the main types of business banking products identifying and evaluating appropriate customer solutions the application of BCOBs to business banking situations and appropriate complaints handling processes principles of customer service excellence and effective approaches towards relationship management

17. Studying all qualifications are studied via distance learning comprehensive learning support package provided, including access to extensive online student resources assessed mostly by multiple-choice examination with written exams for higher level papers (Diploma) examinations delivered electronically with results given immediately

18. In summary Benefits for the organisation development of staff in a consistent manner improves customer satisfaction & confidence and can reduce complaints helps meet regulatory requirements sets a benchmark cost effective and flexible delivery

19. Benefits for the individual staff member increased confidence in their role a portable, externally benchmarked and industry recognised qualification pathway to higher studies and potential career progression illustrates a commitment to your employer, career & personal development In summary

20. Thank you. Questions? www.iofs.org.uk Anne Kiem Chief Executive Institute of Financial Services