RETAIL BANKING STRATEGY – ASSET, LIABILITIES, SEGMENTS & CHANNELS

Drive Retail Banking Growth through Strategic Management of Products, Customers, and Channels

Course Schedule

Date Venue Fees (Face-to-Face)
17 – 21 Feb 2025 Dubai – UAE USD 3495 per delegate
11 – 15 May 2025 Doha – Qatar USD 3495 per delegate

Course Introduction

Retail banking is undergoing a transformation, driven by digital innovation, evolving customer expectations, and competitive pressure. To succeed, banks must align their asset and liability portfolios, segment strategies, and distribution channels to a cohesive retail strategy that drives profitability, customer retention, and sustainable growth.

This intensive 5-day course equips retail banking professionals with the frameworks, tools, and best practices to design and execute effective retail strategies across product lines and customer segments. Participants will explore how to optimize both sides of the balance sheet, build loyalty, and maximize the performance of physical and digital channels.

Course Objectives

By the end of this course, participants will be able to:
• Formulate a retail banking strategy aligned with business objectives and market trends
• Optimize the asset (lending) and liability (deposit) mix for profitability and risk control
• Design tailored strategies for customer segments based on needs and behaviors
• Manage and integrate multiple channels—branch, digital, and partnerships—effectively
• Monitor retail performance using KPIs, customer metrics, and market intelligence
• Innovate with new products, loyalty models, and cross-selling techniques

Key Benefits of Attending

• Learn how to align products, segments, and channels with a cohesive retail strategy
• Improve the profitability of loans, deposits, and fee-based products
• Build effective multichannel delivery systems for better customer engagement
• Explore best practices in segmentation, personalization, and lifecycle marketing
• Gain practical tools to drive retail transformation in a competitive market

Intended Audience

This program is designed for:
• Retail banking heads and strategy teams
• Product and segment managers
• Branch and channel operations leaders
• Marketing and digital transformation executives
• Financial planning and analytics professionals in banking

Individual Benefits

Key competencies that will be developed include:
• Strategic thinking in retail product development and lifecycle management
• Analytical skills for customer segmentation and portfolio optimization
• Knowledge of emerging digital channels and branch transformation models
• Skills in cross-sell, up-sell, and customer profitability analysis
• Confidence in aligning people, technology, and strategy

Organization Benefits

Upon completing the training course, participants will demonstrate:
• Stronger retail performance through portfolio alignment and strategic execution
• Improved customer acquisition, retention, and lifetime value
• Enhanced multichannel integration and digital readiness
• More accurate targeting and efficient resource allocation
• A robust roadmap for sustainable and differentiated retail growth

Instructional Methdology

The course follows a blended learning approach combining theory with practice:
Strategy Briefings – Core retail banking strategy, product models, and segmentation
Case Studies – Global retail banking success and failure examples
Workshops – Market sizing, channel mapping, and profitability modeling
Peer Exchange – Group sharing of local market experiences and challenges
Tools – Strategy templates, KPI dashboards, and customer segment profiles

Course Outline

DETAILED 5-DAY COURSE OUTLINE

Training Hours: 7:30 AM – 3:30 PM
Daily Format: 3–4 Learning Modules | Coffee breaks: 09:30 & 11:15 | Lunch Buffet: 01:00 – 02:00


Day 1: Introduction to Retail Banking Strategy
Module 1: Defining Retail Strategy in a Dynamic Market (07:30 – 09:30)
• The evolving retail banking landscape
• Drivers of retail banking success: growth, risk, and experience
• Role of strategy in balance sheet, customer, and channel alignment

Module 2: Aligning Strategy with Organizational Objectives (09:45 – 11:15)
• Vision, mission, and customer value proposition
• Portfolio strategy and competitive positioning

Module 3: Case Study – Regional Retail Strategy Models (11:30 – 01:00)
• Comparison of retail strategies across GCC, EU, and Asia

Module 4: Workshop – Drafting a Retail Strategic Framework (02:00 – 03:30)
• Participants define a retail vision and core strategy components


Day 2: Asset and Liability Portfolio Management
Module 1: Optimizing the Lending Portfolio (07:30 – 09:30)
• Retail lending products: mortgages, personal loans, credit cards, auto
• Credit risk vs. profitability
• Pricing and margin management

Module 2: Managing Retail Liabilities and Deposits (09:45 – 11:15)
• Deposit products: savings, current, term deposits, and hybrids
• Cost of funds and ALM considerations
• Behavioral economics and product design

Module 3: Balancing Risk and Return in Retail Banking (11:30 – 01:00)
• Risk-adjusted return models (RAROC)
• Credit scoring, fraud, and compliance

Module 4: Workshop – Lending vs. Deposit Strategy Alignment (02:00 – 03:30)
• Teams design a balanced asset-liability retail strategy


Day 3: Customer Segmentation and Targeting
Module 1: Segmentation Models and Tools (07:30 – 09:30)
• Behavioral, demographic, and profitability segmentation
• Lifecycle and needs-based segmentation frameworks

Module 2: Developing Segment Value Propositions (09:45 – 11:15)
• Matching products, pricing, and messaging to segment profiles
• Affluent, mass, youth, SME, and underbanked segments

Module 3: Customer Value and Profitability (11:30 – 01:00)
• Measuring customer lifetime value (CLV)
• Cross-sell, retention, and relationship deepening

Module 4: Workshop – Segment Strategy Playbook (02:00 – 03:30)
• Participants create a strategy playbook for one key customer segment


Day 4: Channel Strategy and Distribution Optimization
Module 1: Branch, ATM, and Digital Integration (07:30 – 09:30)
• Multichannel delivery strategy
• Branch transformation: advisory vs. transaction roles
• Self-service and mobile-first approaches

Module 2: Managing Channel Economics (09:45 – 11:15)
• Cost-to-serve and ROI by channel
• Incentivizing channel migration

Module 3: Partner Ecosystems and Fintech Integration (11:30 – 01:00)
• Strategic alliances and digital platforms
• Open banking and embedded finance

Module 4: Workshop – Channel Optimization Blueprint (02:00 – 03:30)
• Teams redesign a bank’s distribution model for efficiency and reach


Day 5: Performance Management and Strategy Execution
Module 1: KPIs and Strategic Scorecards (07:30 – 09:30)
• Performance metrics across products, segments, and channels
• Aligning KPIs to strategy and team incentives

Module 2: Agile Execution and Strategy Refinement (09:45 – 11:15)
• Translating strategy into execution roadmaps
• Using feedback loops and data to adjust course

Module 3: Final Case Review and Lessons Learned (11:30 – 01:00)
• Group discussion on strategic insights from the week

Module 4: Final Presentation & Wrap-up (02:00 – 03:30)
• Teams present their integrated retail banking strategy

Certification

Participants will receive a Certificate of Completion in Retail Banking Strategy, confirming their mastery in aligning product portfolios, customer segments, and channel strategies for high-performance retail banking operations.

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