Bespoke Training

We create bespoke leadership and training programmes for banks, financial institutions, fintechs, and financial services organisations looking for targeted, practical development for their people.

As we work in both emerging and developed markets, we have a deep understanding of how modern retail banks work in an ecosystem where many customers (including MSMEs) operate in the informal sector, and the consumer financial ecosystem includes mobile wallet operators, MNOs, fintechs and agency banking.

They are particularly relevant for leadership teams, senior managers, relationship managers, branch managers, frontline teams, sales and service teams, risk and compliance teams, and specialist business units. We can tailor programmes for different levels of experience, from emerging talent and new managers through to experienced executives and senior leadership groups.

Bespoke programmes help organisations address specific capability gaps, business execution, business challenges, and strategic priorities. For instance, we have recently produced bespoke programmes for banks looking to solve challenges around

* improving customer management capabilities without a modern CRM, and putting in place training to prepare for the arrival of CRMs.
* developing training for branch managers to reduce re-work, and helping to move branches from transaction banking to relationship-based banking. Our experience shows us that this very often requires a change in culture, and will be eagerly adopted once branch employees understand the purpose of the change.
* creating business simulations for SME teams looking to understand the real-world challenges faced by micros-businesses and SMEs.
* helping build confidence and relationship management skills for sales teams.

These bespoke programmes are built around the organisation’s real-world context, challenges, customers, products, markets, and goals.

We begin by understanding the client’s objectives, audience, business context, and desired outcomes. We develop questionnaires for senior staff, which we follow up with interviews to get to the key issues you are facing, and finding out precisely the problems you need to solve.

From there, we design a tailored learning journey. This can include blended learning (reading material combined with online interactive tutorials), masterclasses and workshops.

Programme are delivered by our deeply experienced faculty members who have deep sector knowledge. Throughout the process, we gather feedback, refine the approach where needed, and help clients connect the learning to measurable business outcomes.

Bespoke training programmes can include a focus on customer management, working with a CRM system, relationship management, sales techniques, Artificial Intelligence in Retail Banking, Asset and Liability Management, operations, fintech, collections and recovery, and retail credit risk management, and delivering high value potential through branch networks,

Content can also be built around a client’s own products, customer segments, internal processes, competency frameworks, or strategic priorities.

RBI is a knowledge business and a specialist in retail banking. We build our programmes based on 40 years of global experience in producing research and publications for the retail banking industry, organising conferences, and running Retail Banking Councils.

We understand the realities of financial services: regulation, competition, customer expectations, digital disruption, margin pressure, branch transformation, and the need to build both technical and human capability.

Our approach is practical, commercially relevant, and outcome-focused. Participants leave with tools, behaviours, and insights they can apply immediately in their roles.

We help our customers develop modern, customer-centred, digital retail banking, whether they are standalone digital banks or traditional retail banks with large branch networks that want to maintain high-touch services for clients by moving from transaction banking at branch level to higher value advisory services and relationship based banking for the high potential MSME sector.

Depending on the programme objectives, outcomes may include improved leadership effectiveness, better customer conversations, stronger relationship management, higher employee engagement, improved sales and service performance, greater confidence in managing change, enhanced risk awareness, and clearer alignment with business strategy.

The ultimate goal is to help teams perform better in the moments that matter: leading people, serving customers, managing relationships, making decisions, and delivering results.