Retail and Digital Banking

Support your work-based learning and professional development with this Chartered Banker Institute endorsed companion to the Institute's professional qualifications

Endorsed by the Chartered Banker Institute as core reading for the Personal and Private Banking module, Retail and Digital Banking looks at the changes that have occurred, including developments in onshore and offshore operations, call centres and the impact of technology and other critical factors in retail and digital banking. This book considers the evolution of retail banking services and the major role that technology has played in providing quality, cost-effective services to consumers. This fascinating text then goes on to offer expert thought leadership on the future of retail banking and what this could mean for existing established banks and disruptive new entrants. Retail and Digital Banking offers readers the opportunity to take a step back and consider the evolution of the sector in which they work and the tremendous level of change that has occurred over time for all operational activity. Retail and Digital Banking provides support for the Personal and Private Banking module assessment and features practical case studies from the banking sector. This essential text brings the journey of modern banking to life and considers what the future holds. Online supporting resources include a glossary and updates to regulation.

Online resources : includes a glossary and updates to regulation

Auteur
John Henderson has worked in retail banking for 32 years, having spent the first half of his career in various retail banking roles and working in different channels with Bank of Scotland, before joining fledging supermarket bank, Sainsbury's Bank. John then headed the multi-channel customer experience team for Bank of Scotland before moving to Royal Bank of Scotland in 2002 to manage branch design and distribution for RBS and NatWest. Latterly John has managed offshoring of back-office operations and he now looks after global operations capacity management systems and forecasting for RBS. John has two MBAs, his first from Edinburgh University and his second from the Chartered Banker Institute. John is a Fellow of the Chartered Banker Institute.

Contenu

• • Chapter - 00: Introduction;
  • Chapter - 01: The birth and development of retail banking;
  • Chapter - 02: The growth of retail banking and its place in the economy;
  • Chapter - 03: Problems and opportunities caused by financial crises;
  • Chapter - 04: Preparing for external trends and influences to deliver high-quality income and cost-effective services;
  • Chapter - 05: Disruption in the market;
  • Chapter - 06: Distribution of retail banking services via a range of customer channels;
  • Chapter - 07: Multi-channel versus omni-channel;
  • Chapter - 08: The role of technology in the evolution of retail banking;
  • Chapter - 09: The impact of legislation and regulation on retail banking operations