Technical and process training includes:

  • Skills training:
    • Presentation skills;
    • Leadership skills;
    • Team working;
    • Communication skills
    • Project management;
    • Empathy building;
    • Assessment techniques;
    • Coaching techniques;
    • Sales skills;
    • Interview skills.
  • Technology and Innovation:
    • New software;
    • New techniques to deliver services;
    • New and existing machinery assembling and maintenance;
    • Maintenance of hardware.
  • New administrative processes and workflows:
    • Budget building and management;
    • Dealing with purchase requests;
    • Employee hiring processes;
    • Support areas requests;
    • Appraisal processes and techniques.
  • Products and Services knowledge:
    • Existing products and services (recycling courses);
    • New products and services.
  • Customer service:
    • Sales skills;
    • Conflict management;
    • Usage of CRM tools;
    • Empathy building;
    • Self-control.
  • Legal and Compliance;
    • Anti-fraud;
    • Data Protection and security;
    • Anti-money laundering.

Such courses provide and improve employees’ knowledge for their day-to-day roles, making them more productive and efficient. Some courses will be common and apply to most of the employees, others are more specific to different areas of the bank or employees.

Normally, HR will manage training using internal and external resources.

The decision on who will take which course is assessed on an employee’s development needs and their career plan, to prepare them for future challenges or because of new processes, or tools and software that are being implemented across the company.