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