A radical shift is happening in retail
banking. We are witnessing a shift to
customer-led business models where
investment in long-term customer
experience strategy will be crucial for
survival.
In this digital age the retail bank is
shifting from the branch at the centre
to the customer at the centre. Global
digital networks are providing both a
challenge and an opportunity for the
present and future of retail banking.
And in response we are seeing some
retail banks actively moving towards
a platform or marketplace model,
following the example of digital
businesses working in the networked
economy.
Progressive retail banks are examining
new alliances and partnerships with
FinTechs and even those players outside
the FinTech space – and more than ever,
retail banks are considering how to use
their customer data and technology to
reclaim the world of payments – even
to the extent that instant payments
and smart accounts may change the
way we think about banking, cards and
payments.
However, in times of greater accessibility
to technology it’s never been more
about the people. Digital can help us
serve our customers better, so that they
interact with the bank more often – and
we can then serve them better when
they need advice on the big decisions.
Digital is human – it’s not really the
mobile or the branch that is the heart of
the bank. It’s the people.
We at RBA are committed to
empowering our candidates with the
mindset and practical skills to tackle
the challenges and opportunities on
this transformation journey. January
2018 will see the launch of a refreshed
curriculum. Our team is hard at work
and we can’t wait to share the new
Certified Retail Banker syllabus with you
in September.
We hope you enjoy reading this edition
of RBA Focus
Evelyn Hunter
BSI ISO 9001 Certification
The Retail Banking Academy is proud to announce that it has achieved ISO 9001:2015 Certification
This certification recognises that
the
design, development, delivery
and awarding of RBA’s professional
certification
programmes
meets
internationally recognised standards.
RBA’s initiative to become ISO 9001:2015
certified is part of a strategic plan to
ensure that the Academy demonstrates
an ongoing commitment to consistently
providing services designed to meet the
needs of our clients and candidates.
Achieving Certification required two
critical audits by Client Managers from
the British Standards Institution (BSI)
and involved a detailed review of:
1-6 Yarmouth Place, Mayfair, W1J 7BU
www.retailbanking-academy.org
• RBA’s Quality Management System
(QMS)
• documentation evidencing how RBA
meets the ISO 9001 requirements
• the commitment demonstrated by
RBA’s Management to continually
improve the Quality Management
System.
Evelyn Hunter, CEO of the Retail Banking
Academy said: “We would like to take
this opportunity to thank our client
banks, individual candidates, suppliers
and stakeholders globally for their
continued support. RBA will remain at
the forefront of educating retail bankers
worldwide to the highest ethical and
professional standards.”
Michael Lafferty, chairman of the Retail
Banking Academy commented: “We are
delighted to be ISO-certified. With over
10,000 bankers in some 105 countries
now taking our programmes, this is
further evidence that RBA is a world-
class player in professional banking
education.”
For any enquiries relating to Retail
Banking Academy’s ISO 9001:2015
certification contact RBA’s Qualifications
Manager on:
[email protected]
The RBA Focus is a bi-monthly magazine
which highlights the work we are doing to
empower bankers around the globe. Please
email [email protected] if you have
a story you would like to share.
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