cimb malaysia 2014 programme directory (1) (1)

Programme Directory

2014

2

Executive Leadership Development

Corporate Advisory

Business & People Management

Developing business and people managers with holistic business and

management skill sets (e.g. Supervisory Development

Programme, The Complete Manager Programme)

Organisation & CultureDevelopment

Developing CIMB leadership bench strength and embedding a

leadership culture to support theGroup corporate vision (e.g. CIMB-

NTU Accelerated Universal Bankers, Explorers’ Expedition)

Credit

Building professionals with strong credit fundamentals (e.g. Consumer

Core Credit, Business Lending Fundamentals, Financial Accounting

for Lenders)

Sales & Service

Professional Development

Inculcating organisational culture that unifies CIMB Group employees

across its regions (e.g. Group Orientation, Teambuilding)

Enhancing professional expertise and supporting career progression

(e.g. Essentials of Universal Banking,Role-based Certification

Programmes, Systems Training)

Treasury

Risk Management

Creating risk management culture that perpetuates sustainable

optimal risk-returns (e.g. FSA/IFSA, Basel III, AML/CFT Awareness

Programme)

Developing top-rated corporateadvisors and corporate marketing

personnel (e.g. Corporate Strategic Analytics, Corporate Governance & Ethics, EXPN Sector Talk Series)

Delivering ASEAN For You experience through increased sales

and service capabilities (e.g. STARS Programme, Hidden Secrets

of Influencing, Essentials of Customer Service)

Developing top-rated treasury personnel to optimise profitability

and use of capital (e.g. Islamic Capital Market Products, Islamic

Foreign Exchange, Equity Portfolio Management )

Programme Category

Executive Leadership Development

4

CIMB-INSEAD LEADERSHIP PROGRAMME

Executive LeadershipDevelopment

1

Performance Objectives• Apply strategic insights and frameworks in growing business• Obtain global outlook for strategy formulation• Develop and maintain critical networks and alliances for business growth• Lead and manage large teams effectively• Embed a leadership culture across the Group• Complete an Individual Development Plan for career growth and tracking

Learning ObjectivesAt the end of the programme, participants will be able to:• Promote Network CIMB – leverage synergies across the Group• Develop leadership skill sets and competencies as leaders transition from

business management to Group management• Understand individual leadership strengths and weaknesses and develop

improvement action plans

Key Topics• Strategy and Execution• Business Model for Innovation• World Economic Outlook• Marketing – Understanding Customers, Effective Branding and Positioning• Leadership Agenda and Communication• Understanding Judgment and Decision Making• Group and Individual Coaching• Action Learning Projects Sponsored by CIMB Group Senior Leaders• Team Building Activities

Programme Duration3 modules (5 days each) and a Capstone event (2 days) over 9 months

Target AudienceIdentified Directors and Managing Directors

TrainerExternal Trainers (INSEAD) and CIMB Senior Leaders

5

CIMB-NTU ACCELERATED UNIVERSAL BANKERS PROGRAMME Executive Leadership

Development

2

Performance Objectives• Attuned to opportunities for cross selling and increase customer product holding through

understanding of the wide range of products across the Group• Build and maintain important networks with peers across the Group• Understand and tap into the business opportunities available in the ASEAN financial

landscape• Excel in their role in the global financial industry with a specific focus in ASEAN by using

business and cultural skills

Learning ObjectivesAt the end of the programme, participants will be able to:• Comprehend the universal banking concept and key strategies for innovation• Associate and integrate the synergies of different businesses and units across the Group

Key Topics• Module 1 : Doing Business in ASEAN

− Strategic challenges and opportunities in ASEAN, focused on the banking landscape in key ASEAN markets - strategic framework for analysing the banking sector

− An introduction to leadership and management− The foundations of corporate lending’s analysis

• Module 2 : Universal Banking and Innovation Strategies − The concept of Universal Banking − Innovation strategies in the banking sector− Corporate lending and other key banking activities including consumer banking, wealth

management, private banking, treasury products and investment banking

• Module 3: Strategic Execution of Universal Banking in ASEAN− Leadership and management− Islamic Banking − Challenges, opportunities and key strategies for the execution of an integrated

Universal Banking model

Programme Duration16 days over 6 months

Target AudienceIdentified Vice Presidents and Directors

TrainerCIMB Subject Matter Experts, External Trainers (Nanyang Technological University, Singapore and Industry Specialists)

NAVIGATORS’ EXPEDITION

6


3

Performance Objectives• Embrace CIMB’s organisation culture and become effective culture carriers• Appreciate and manage individual preferences to cultural diversity to work

effectively across cultures and boundaries• Build and maintain networks with peers across boundaries

Learning ObjectivesAt the end of the programme, participants will be able to:• Develop greater understanding and appreciation of CIMB’s ASEAN franchise

and opportunities• Build a strong peer-to-peer community through appreciation of cultural diversity

and synergies• Explore executive careers and plan for professional growth and development• Know the organisation and the individual’s roles and career opportunities• Complete an Individual Development Plan for career development

Key Topics• Sharing of CIMB’s Business Strategies - the vision of the organisation and their

roles• Learning through CSR - learning and giving back to community• Understanding Corporate Culture - understanding individual preferences to

cultural diversity and frameworks for working with cultural differences • IDP Workshop - clarify participants’ aspirations in the organisation and put in

place their development actions to achieve their career goals• Leadership Sharing by Senior Leaders - opportunities and experience sharing

Programme Duration3 days

Target AudienceIdentified Managers, Assistant Vice Presidents and Vice Presidents

TrainerL&T Trainers, External Speakers/ Consultants/ CIMB Senior Leaders

EXPLORERS’ EXPEDITION

7


4

Performance Objectives• Build and maintain networks with peers across boundaries• Appreciate differences and strive for synergies• Break self-limiting beliefs and embrace empowering habits to achieve personal

excellence• Communicate in a “carefrontational” manner – balancing direct communication

with respect

Learning Objectives At the end of the programme, participants will be able to:• Discover individual strengths and understand team dynamics• Acquire adaptive leadership skills and learn about trust and commitment in

team challenges• Understand cultural mental models• Strengthen bonds and leverage on Network CIMB to achieve synergy across

functions and countries

Key Topics• Individual and Team Challenges – whaler, canoeing and group games• Talent and Culture Presentation• Cultural Mental Models


Target AudienceIdentified Executives and Assistant Managers

TrainerL&T Trainers and External Trainers (Outward Bound School, Malaysia)

EXPLORERS’ ALUMNI

8


5

Performance Objectives• Deepen the alumni network to create One CIMB• Cultivate cultural carriers to promote CIMB values and culture• Build trust and encourage cross - region team collaboration to achieve

organisation vision• Create socially-responsible corporate citizens and contribute towards

development of ASEAN community and Corporate Responsibility initiatives

Learning ObjectivesAt the end of the programme, participants will be able to:• Draw inspiration from vision and motivate self to adapt to changes• Create pathway to develop personal leadership

Key Topics• Learning from CIMB Corporate History• Explore and Develop Leadership Style through Profiling of Future CIMB Leader• Leverage on Cultural Diversity to Drive Team Effectiveness• Living the Values of Giving Back Through Participation in CSR Projects• Exploring Ideas to Incorporate CSR at the Workplace


Target AudienceIdentified Explorers’ Alumni

TrainerL&T Trainers

1 CUSTOMER SERVICE OFFICER (CSO) CERTIFICATION

10


Performance Objectives• Perform CSO’s operational function in accordance to set procedures and rules• Adhere to CIMB guidelines and regulatory requirements• Deliver quality customer service experience and create value for customers• Communicate effectively with customer in any situation• Increase sales in branches through referrals

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe CSD business strategy and the role and responsibilities of CSO• Comply with statutory requirements, policies, processes and procedures in

branch operations• Use key functionalities available in 1Platform and 1View• Conduct referrals of our products and services• Apply the communication model when servicing customers• Apply skills to handle difficult customers and complaints

Key Topics

Programme Duration 10 days

Target AudienceNew Customer Service Officers (CSOs)

TrainerL&T Trainers & Line Trainers

• Module 1 : 3 days- Roles and Responsibilities of CSO- Qualities to Lead and Teamwork - Cash Management- Transaction Limits- Vault and Security Items –Custodianship

- Basic Requirements on Account Opening

- Branch Security- Introduction to Financial Services

Act 2013- Introduction to AMLATFA- ShARP- Sharing on Fraud Cases- Sales Referrals

• Module 2 : 7 days- 1View- 1Platform- Cash Handling- Essentials of Customer Service

2 CUSTOMER SERVICE REPRESENTATIVE (CSR) CERTIFICATION

11

Performance Objectives• Perform CSR’s operational function in accordance to set procedures and rules• Adhere to CIMB guidelines and regulatory requirements• Deliver quality customer service experience and create values for customers• Communicate effectively with customer in any situation• Increase sales in branches through referrals

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe CSD business strategy and the role and responsibilities of CSR• Comply with statutory requirements, policies, processes and procedures in

branch operations• Use key functionalities available in 1Platform• Conduct referrals of our products and services• Apply the communication model when servicing customers• Apply skills to handle difficult customers and complaints

Key Topics


Target AudienceNew Customer Service Representatives (CSRs)


• Module 1 : 3 days- Roles & Responsibilities of CSR- Teller Functions- Transaction Limits- Account Opening- NASA 2G Transactions- ATM Card Issuance and

Replacement- Branch Security- Introduction to AMLATFA

- Introduction to FSA/IFSA 2013- Sales Referrals

• Module 2 : 6 days- 1Platform- Cash Handling- Essentials of Customer Service - Simulation of Over the Counter Transactions


3

Performance Objectives• Use the enhanced BDS functionality effectively• Increase productivity and enhance customer experience

Learning ObjectivesAt the end of the programme, participants will be able to:• State the changes introduced in SiBS and its impact• Perform inquiry for the relevant information in the new system• Perform account opening for the various products• Perform deposit, upliftment, withdrawal and various transactions in BDS• Perform account maintenance such as condition code• Perform GL entries in BDS

Key Topics• Branch Management• Deposit• General Ledger• Payment


Target AudienceCustomer Service Officers (CSOs); Customer Service Representatives (CSRs)

TrainerLine Trainers (CSD)

1PLATFORM TRAINING PROGRAMME – CSD BRANCH

12


4

Performance Objectives• Use the enhanced BDS and eTP functionalities effectively• Resolve 1P related issues and provide support to 1P stakeholders

Learning ObjectivesAt the end of the programme, participants will be able to:• State the changes introduced in SiBS and its impact• Perform account opening for deposit and loan products• Perform deposit, upliftment, withdrawal and various transactions• Perform maintenance on accounts and facility limit

Key Topics• Branch Management• Deposit• Loan, Limit and Collateral• General Ledger• Payment


Target Audience1P Centre of Excellence (1P CoE)

TrainerLine Trainers (CSD and GIOD CBO)

1PLATFORM TRAINING PROGRAMME – 1P CoE

13


5

Performance Objectives• Manage sales activities systematically through 1View• Increase efficiency in using 1View for managing leads conversion• Support and guide sales personnel on 1View usage

Learning ObjectivesAt the end of the programme, participants will be able to:• Perform customer search• View customer details• Act on assigned leads• Create opportunities to capture customers’ interests• Create activities to record sales interaction with customers• Identify the different types of sales reports available

Key Topics• Building a Top Sales Team (only for SME Segment Managers)• Making the Most Out of My Leads• Closing a Sale for My Customer• Closing a Sale for My Prospect• Recording Daily Banking Sales• Flexibility to Manage My Work

Programme Duration1 day

Target AudienceSME Segment Managers & Support

TrainerL&T Trainer

1VIEW REFRESHER (SME CHANNEL)


14

6

Performance Objectives• Increase efficiency in using 1View for managing leads conversion• Manage sales activities systematically through 1View

Learning ObjectivesAt the end of the programme, participants will be able to:• Perform customer search• View customer details• Act on assigned “Quick Guarantee” leads• Create opportunities to capture customers’ interests• Create applications to capture “Daily Banking” sales transactions

Key Topics• Making the Most Out of My Leads• Recording Daily Banking Sales

Programme Duration0.5 day

Target AudienceSME Relationship Managers

TrainerL&T Trainer and Line Trainers (CSD – Sales and Service Management Office)

1VIEW REFRESHER (SME RM)


15

7

Performance Objectives• Communicate changes to business users competently• Provide support to business users during the deployment of 1View

enhancements

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify changes introduced in the 1View system due to the deployment of

1Platform• Perform the most frequently used tasks using the training aid, for examples:

- Perform customer search- View customer details- Act on assigned leads- Create opportunities to capture customers’ interests- Create activities to record sales interaction with customers- Create applications to capture sales deals- Create service requests to capture customers’ requests- Create feedback to capture customers’ response

Key Topics• Introduction to People Readiness Plan• What's New and Changing in 1View• Operational Impact and Remediation Plan


Target AudienceIdentified Support Staff who provides assistance to 1View business users on regular basis

TrainerL&T Trainer

1VIEW RETROFIT TRAIN-THE-TRAINER

16


8 APPLIED SHARI’AH IN ISLAMIC FINANCE

17

Performance Objectives• Comply with the requirements of Shari’ah governance• Support our Islamic business well by keeping abreast on the latest

developments in Islamic finance

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the meaning of Shari’ah and its general framework• Apply the underlying values of the role, concept and principles of Usul al-Fiqh• Describe the salient features, legal position and functions of all Shari’ah sources

and establish their relevance to Islamic banking and finance• Apply the methodology of Ijtihad in solving the issues pertaining to modern

Islamic finance

Key Topics• Module 01 & 02: Introduction to Shari’ah and Hukm Shar’i• Module 03 & 04: Sources of Islamic Law• Module 05 & 06: Ijtihad and its Associated Modes• Module 07 & 08: Shari’ah Framework for Islamic Finance and Qawa’id

Fiqhiyyah• Module 09 & 10: Theory of Contract and Sale Base Contracts• Module 11 & 12: Partnership Contracts and Charity Based Contracts • Module 13 & 14: Other Contracts and Principles and Shari’ah Standard


Target AudienceDCORO, identified GIBD, Group Compliance, GIAD and Group Risk Staff

TrainerExternal Trainer (ISRA Consultancy)


9

Performance Objectives• Increase efficiency in processing ASNB products• Increase sales performance in ASNB products

Learning ObjectivesAt the end of this programme, participants will be able to: • Explain the features of ASNB products, eligibility, policies and processes• State the Service Level Agreement between ASNB (principal) and Bank (agent)• Use the FDS system to perform monetary transactions correctly

Key Topics• Products Features

- Amanah Saham Nasional 2 (ASN2)- Amanah Saham Nasional 3 (ASN3)

• Products Eligibility/Policy and Requirement• Procedures on ASNB FDS

- Introduction to FCIS, Getting Started, Registration, Unit Holder Particulars Change, Subscription, Redemption, Switching, Passbook, Reversal of Khairat Claim

• Procedures on End of Day- Balancing (Agents’ Report)

• Balancing of Teller Total Position• Balancing of Branch Total Position

- Sign-off Branch- Forwarding Transaction Documents

• Procedures on BDS System• Guidelines to Trouble Shoot

Programme Duration 1 day

Target AudienceCustomer Service Officers (CSOs) & Customer Service Representatives (CSRs)

TrainerLine Trainers (ASNB Unit, Retail Lending, SARD)

ASNB FUND DISTRIBUTION SYSTEM (FDS) HANDS-ON TRAINING

18


10

Performance Objectives• Manage cash in compliance with the bank’s policies and procedures• Reduce/eliminate financial loss due to mishandling of cash transactions

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify the features of a genuine note• State the procedures in the collection of counterfeit, soiled and mutilated notes• Apply the different techniques of cash counting

Key Topics• Identifying Security Features of Notes• Cash Counting Techniques• Cash Handling• Cash Holding Limits• Cash Balancing• Cash Management


Target AudienceCustomer Service Representatives (CSRs)

TrainerL&T Trainers

CASH HANDLING

19


11

Performance Objectives• Generate better inter or intra-departmental support • Increase cross-selling by tapping on the networking established• Translate learning into actionable initiatives

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe CIMB Group transformation journey towards achieving its aspiration of

one integrated franchise across ASEAN• State CIMB Group regional universal banking model • Describe the organisation structure, key businesses and relationships between

business divisions • Acquire foundational knowledge on key products, services and governance in

CIMB Group

Key Topics

Programme Duration14.5 days over 5 months

Target AudienceIdentified Assistant Managers, Managers & Assistant Vice Presidents

TrainerL&T Trainers and Line Trainers

ESSENTIALS OF UNIVERSAL BANKING

20

• CIMB’s Transformational Journey• Overview of Consumer Banking• Introduction to Risk Management• Introduction to Trade Finance• Introduction to Deposits and

Remittance• CTCS and Cheques Clearing• Tech Banking• Introduction to Credit• Introduction to Wealth Management• Overview of Wholesale Banking• Introduction to Money Market• Introduction to Foreign Exchange

• Introduction to Private Debt Securities• Introduction to Stock Market and

Futures• Introduction to Equity Securities• Overview of Islamic Banking• Introduction to Shariah Compliance• Islamic Banking Operations and

Products• Islamic Treasury Operations and

Products• Action Learning Project Presentation

and Dialogue Session with Senior Management


12

Performance Objectives• Apply the basic principles of accounting and finance for better decision making

and problem solving• Minimise risks resulting from inaccurate assessment of business financial

health

Learning ObjectivesAt the end of the programme, participants will be able to:• Recognise various business entities and able to state their legal as well as their

reporting implications• Identify the major components in the Balance Sheet and Profit & Loss• Relate the business type to the structure and composition of a business

financial statements• Interpret financial information of different industries for decision making• Assess the financial health and track the business financial operations through

ratio analysis and cash flow statement

Key Topics• Identifying Business Entities • Introduction to Financial Statements• Evaluating Business Performance through Financial Data

Programme Duration1 day (pending approval for 10 CPE Points)

Target AudienceExecutives & above

TrainerLine Trainer

FINANCE FOR BANKING PROFESSIONALS

21


13

Performance Objectives• Mitigate risks in remittance transactions• Increase work efficiency in managing remittance transactions

Learning ObjectivesAt the end of the programme, participants will be able to:• State the importance of remittance business to the bank• Describe the role and responsibilities of Treasury department• Explain international payments process and selected payment products, issues

and avoid common errors• Apply correct formatting of MT 103• Describe the causes of non-compliance

Key Topics• Remittance Business• Banking Operations Compliance• Formatting MT 103 message• Global Financial Institutions


Target AudienceCustomer Service Managers (CSMs), Assistant Customer Service Managers (ACSMs) and Customer Service Officers (CSOs)

TrainersLine Trainers

MANAGING RISKS IN REMITTANCE

22


Performance Objectives• Accelerate learning and performance at workplace• Match individual's career aspirations with organisational goals and opportunities

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and appreciate consumer banking, investment banking and Islamic

banking business both from the theoretical and practical viewpoint• Apply the effective leadership skills which is in line with our Leadership

Competency Framework• Equip themselves with skills and tools that will enable them to identify, analyse

and apply the knowledge and hence to contribute effectively to the organisation• Assimilate faster and better with the organisation and work and contribute

effectively as team members• Obtain guidance and direction in identifying areas of interest where they can

excel

Key Topics• Overview of Consumer Banking, Investment Banking and Islamic Banking

business• Technical Knowledge on Key Products and Services of CIMB Group• Compliance and Statutory Requirements• Communication and Presenting for Success• Effective Leadership Skills

Programme Duration 2 months

Target AudienceTCB Programme Trainees for Consumer Banking

TrainersL&T Trainers, Line Trainers and External Trainers

23

THE COMPLETE BANKER PROGRAMME (TCB) – CONSUMER BANKING Professional Development

14

Performance Objectives• Accelerate learning and performance at workplace• Match individual's career aspirations with organisational goals and opportunities

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and appreciate investment banking, consumer banking and Islamic

banking business both from the theoretical and practical viewpoint• Apply the effective leadership skills which is in line with our Leadership

Competency Framework• Equip themselves with skills and tools that will enable them to identify, analyse

and apply the knowledge and hence to contribute effectively to the organisation• Assimilate faster and better with the organisation and work and contribute

effectively as team members• Obtain guidance and direction in identifying areas of interest where they can

excel and match their career aspirations with that which are available in the Group

Key Topics• Overview of Investment Banking, Consumer Banking and Islamic Banking

business• Technical Knowledge on Key Products and Services of CIMB Group• Compliance and Statutory Requirements• Communication and Presenting for Success• Effective Leadership Skills

Programme Duration 2 months

Target AudienceTCB Programme Trainees for Investment Banking

TrainersL&T Trainers, Line Trainers and External Trainers

24

THE COMPLETE BANKER PROGRAMME (TCB) –INVESTMENT BANKING Professional Development

15

Performance Objectives• Recommend suitable financial solutions to meet customers’ needs• Increase sales performance and functional capabilities• Adhere to CIMB guidelines and regulatory requirements

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the types of SME products • Apply the functions of Business Credit System• Explain the business credit guidelines and issues • Convert the file for the existing customer• Create portfolio and application• Describe the business credit aspects and requirements• Identify fraud• Explain the fundamentals of Islamic banking• Explain trade finance, disbursement and the process flow• Explain business credit• Use the 1View system effectively• Apply the consultative selling skills

Key Topics• SME Products and Process Flow• Business Credit System• Business Credit Guidelines and Issues• Fraud Awareness• Disbursement and Process Flow• Understanding Business Credit• Fundamentals of Islamic Banking• Trade Finance• Cash Management• 1View• STARS


Target AudienceNew SME RMs


25

ENTERPRISE BANKING (EB) CERTIFICATION PROGRAMME (NEW SME RM) Professional Development

16

Performance Objectives• Recommend suitable SME financial solutions to meet customers’ needs• Adhere to CIMB guidelines and regulatory requirements

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the types of SME products• Apply the functions of Business Credit System• Explain the business credit guideline and issues• State the business credit aspects and requirements• Identify fraud• Explain the fundamentals of Islamic banking• Explain trade finance, disbursement and the process flow

Key Topics• SME Products and Process Flow• Business Credit System• Business Credit Guidelines & Issues• Fraud Awareness• Disbursement and Process Flow• Understanding Business Credit• Fundamentals of Islamic Banking• Trade Finance


Target AudienceNew MSFs

TrainerL&T Trainer and Line Trainers

26

ENTERPRISE BANKING (EB) CERTIFICATION PROGRAMME (NEW MSF) Professional Development

17


Learning ObjectivesAt the end of the programme, participants will be able to:• Comply with banking regulatory requirements, policies and procedures• Explain the features and benefits of CIMB banking products• Apply the credit rules and guidelines• Process transactions according to CIMB standards and procedures• Apply consultative selling skills

Key Topics • On-boarding

- Introduction to Retail Segment• Products and Processes

- ASB Financing- Secured Overdraft- Bancassurance- Non-Property Financing- Wealth Management Operations

• Compliance- Introduction to Credit, Credit Rules and Guidelines for Non-Mortgage Fnancing- Fraud detection- CSA – ASB & Housing Loan Documentation - Compliance

• Systems- 1View and RCS

• Sales and Service- STARS- Service

Programme Duration Q1:10 daysQ2-4: 8 days

Target AudienceNew PFC-As


27

PERSONAL FINANCIAL CONSULTANT (PFC-A) CERTIFICATION PROGRAMME Professional Development

18


Learning ObjectivesAt the end of the programme, participants will be able to:• Comply with banking regulatory requirements, policies and procedures• Explain the features and benefits of CIMB products• Explain the fundamentals and principles of lending • Process transactions according to CIMB standards and procedures• Apply consultative selling skills

Programme Duration Q1:14 daysQ2-4: 10 days

Target AudienceNew PFCs and PFC Primes


Key Topics • On-boarding

- Introduction to Retail Segment• Products and Processes

- Principles of Islamic Banking- Property and Non-Property Financing- Personal Financing- Bancassurance- Wealth Management - Private Retirement Scheme- Product Bundling

• Compliance- Secured Credit Management

Guidelines and Fraud Awareness- CSA Securities Documentation- Branch Operations and Sales

Compliance• Systems

- 1View, RCS, e-Manager andCPMS

• Sales and Service- STARS- Service

28

PERSONAL FINANCIAL CONSULTANT (PFC) CERTIFICATION PROGRAMME Professional Development

19


Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the preferred value proposition• Explain the advisory and client portfolio management approach• State the RM portfolio management• Explain branch operations and compliance• Process transactions according to CIMB standards and procedures• Apply the consultative selling skills

Key Topics •On-boarding

- Introduction to Preferred Banking •Products and Processes

- Principles of Islamic Banking- Property and Non-Property Financing- Personal Financing- Bancassurance- Wealth Management - Structured Products- Private Retirement Scheme- Retail Deposits and Gold Inv Account- Dual Currency Investment

Programme Duration Q1:13.5 daysQ2-4: 9 days

Target AudienceNew PRMs


• Compliance- Secured Credit Management

Guidelines and Fraud Awareness

- Branch Operations and SalesCompliance

• Systems- 1View, RCS, e-Manager and

CPMS• Sales and Service

- Advisory and Client Portfolio Management Approach

- RM Portfolio Management- STARS

29

PREFERRED RELATIONSHIP MANAGER (PRM) CERTIFICATION PROGRAMME Professional Development

20

30

MOBILE SALES FORCE (MSF) MORTGAGE INDUCTION PROGRAMME Professional Development

21

Performance Objectives• Increase the MSF team functional capabilities and mortgage sales performance• Adhere and comply to CIMB guidelines and regulatory requirements to ensure

compliance

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the banking regulatory requirements, policies and procedures• Explain the features and benefits of CIMB products; personal financing and

property financing products• Comply with product requirements• Process transactions according to CIMB standards and procedures• Apply lending guidelines and use practical approaches in selling to recommend

appropriate financial solutions effectively to customers

Key Topics• Banking Regulatory Framework and Compliance• Fundamentals of Islamic Banking • Personal Financing• Developer Relationship Unit Guidelines• Property Financing Products• Consumer Loan Securities Documents and Branch Compliance• Lending Guidelines• Practical Approaches in Selling


Target AudienceNew MSF Staff


31


Performance Objectives• Increase the MSF team functional capabilities and sales performance of ASB• Adhere and comply to CIMB guidelines and regulatory requirements to ensure

compliance

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the banking regulatory requirements, policies and procedures • Explain ASB product and benefits to customers• Comply with product requirements• Process transactions according to CIMB standards and procedures• Apply lending guidelines and use practical approaches in selling to recommend

appropriate financial solutions effectively to customers

Key Topics• ASB Product• Documents and Processes• Lending Guidelines• Practical Approaches in Selling


Target AudienceNew MSF Staff

TrainerLine Trainers

MOBILE SALES FORCE (MSF) ASB CERTIFICATION PROGRAMME

22

32


TAKAFUL BASIC EXAMINATION (TBE) WORKSHOP

23

Performance Objectives• Pass Takaful Basic Examination (TBE)• Comply to Takaful licensing requirements

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify key topics of the TBE exam syllabus• Familiar with the various types of exam questions• Participate in the mock examination

Key Topics• Overview of Exam Syllabus • Practice Questions• Mock Examination


Target AudienceMobile Sales Force Staff

TrainerTrainer from Sun Life Malaysia

Performance Objectives• Pass Pre-Contract Examination (PCE) • Comply to General Insurance licensing requirements

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify key topics of the PCE exam syllabus• Familiar with the various types of exam questions• Participate in the mock examination

Key Topics• Overview of Exam Syllabus• Practice Questions• Mock Examination


Target AudienceMobile Sales Force Staff

TrainerTrainer from Sun Life Malaysia

33


PRE CONTRACT EXAMINATION (PCE) WORKSHOP

24

34

MOBILE SALES FORCE (MSF) NASA MOBILE CERTIFICATIONPROGRAMME Professional Development

25

Performance Objectives• Increase the MSF team functional capabilities and the sales performance of

personal financing products• Adhere and comply to CIMB guidelines and regulatory requirements to ensure

compliance

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the banking regulatory requirements, policies and procedures • Explain the features and benefits of CIMB personal financing products• Comply with product requirements• Process transactions according to CIMB standards and procedures• Apply lending guidelines and use practical approaches in selling to recommend

appropriate personal financial solutions effectively to customers

Key Topics• Personal Financing Products: ASB, Credit Card and Cash Plus Personal Loan• NASA Documents and Processes• Lending Guidelines• Practical Approaches in Selling


Target AudienceNew and Identified MSF Staff


35


MSF TEAM SALES MANAGERS (TSM) TRAIN-THE-TRAINER FOR MORTGAGES & NASA

26

Performance Objectives• Able to teach back on Mortgages and NASA certification programme modules• Effectively train the new MSF sales staff on Mortgages and NASA certification

programme modules

Learning ObjectivesAt the end of the programme, participants will be able to:• Sell Mortgages and NASA products and perform the transactions in accordance to the

relevant policies and procedures and in compliance with the applicable regulatory requirement

• Describe the lending guidelines • Apply the practical approaches in selling

Key Topics• Banking Regulatory Framework and Compliance• Fundamentals of Islamic Banking • Property Financing• Personal Financing• Developer Relationship Unit Guidelines• NASA Documents and Processes• Consumer Loan Securities Documents and Branch Compliance• Lending Guidelines• Practical Approaches in Selling


Target AudienceIdentified MSF Team Sales Managers

TrainerMSF and Line Trainers

36

BRANCH MANAGER CERTIFICATION PROGRAMME


27

Performance Objectives• Manage and execute the functions required of a branch manager effectively• Manage and ensure compliance to reduce and minimise the exposure of

operational risk• Perform effective selling and coaching skills to sustain and improve overall

branch performance

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the setup, support and functions of head office departments• Comply with banking regulatory requirements, policies and procedures• Acquire insight on the various roles and functions in branch• Operate the branch systems• Apply selling skills using the STAR model• Apply coaching skills using the RACER model

Key Topics• Module 1: Business Familiarisation Programme (BFP) • Module 2: Branch Attachment (arranged by CSD)• Module 3: Classroom training (1View ,RCS Performance Improvement)

Communication, STARS and Coaching For High Performance)• Module 4: Shadowing (arranged by ARM/RD)

Programme Duration • Module 1 - 5 days• Module 2 - 5 days• Module 3 - 8 days• Module 4 - 2 days

Target AudienceNew BMs


Performance Objectives• Build competent branch managers prior to assumption of role function• Excel in the key areas of sales, service and compliance management in the

branch• Market and drive effective campaigns

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe their career development path• Apply the knowledge and skills required of a Branch Manager• Acquire insight into the various functions and roles of departments within CSD

and across Consumer Banking• Share their creative ideas with senior management on improvement projects

Key Topics Module 1: Communicating for Influence -

Effective Business Communications (communicating, presenting & writing) Module 2: Leading for Peak Performance – The Effective Manager Module 3: Planning for Resource Optimisation –

Effective People & Business Management Module 4: Institutionalising Operational Compliance –

Branch Risk Management & Compliance Workshop Service Learning Project & Cross-Industry Entrepreneurship Learning Tour Individual Action Learning Assignment Attachment with ACSM/CSM

Programme Duration6 months

Target AudienceIdentified Branch Staff

TrainerL&T Trainer and External Trainers

37


BM ENTREPRENEUR (BME) 28

Performance Objectives• Promote and professionally sell a wide range of Bancassurance life insurance

products• Serve as an insurance specialist to provide professional advice• Provide excellent after sales service• Plan and implement sales activities related to Bancassurance products• Achieve individual sales target and contribute towards the achievement of the

branch targets

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the basic concept of insurance• Explain the product features and benefits• Adhere to the CIMB guideline and compliance requirement

Key Topics• Job Descriptions and KPI• Branch Operations and Sales Compliance• 1 View System Training• Dream Journey• 360 Degree Screening• Why Financial Service• Product Knowledge & Assessment• Identifying Potential Clients• Sales Illustration & Case Study• Proper Advice & Fact Finding Form• New Business & Proposal Form Filling• Affirmation & Breaking Limiting Belief• STARS


Target AudienceNew Financial Services Consultants

TrainerLine Trainers, External Trainers (Sun Life Malaysia)

38

FINANCIAL SERVICES CONSULTANT (FSC) CERTIFICATION PROGRAMME (PART 1)


29

30 DETECTING CREATIVE ACCOUNTING AND FRAUD

39


Performance Objectives• Manage risk from potential financial frauds• Increase effectiveness in the review of financial statements

Learning ObjectivesAt the end of the programme, participants will be able to:• Detect creative accounting and identify potential financial frauds in financial

statements • State the key areas and red flags where creative accounting or fraud may

happen• State the complex nature and evaluate the impact of creative accounting • Explain the techniques and devices that may be used to enhance reported

earnings, improve the leverage ratio and disguise the financial risks undertaken by companies

• Explain the proactive measures through financial analysis • State the premature or fictitious revenue • Identify misreported assets and liabilities • Define classification and disclosure of creative accounting • Explain how effective accounting standards are in avoiding creative accounting

Key Topics• Creative Accounting Activities• Issues with Special Purpose Vehicles• Earnings Management• Recognising Premature or Fictitious Revenue• Misreported Assets and Liabilities• Creative Income Statements; Classification and Disclosure• Accounting Standard

Programme Duration 2 days (pending approval for 10 CPE Points)

Target AudienceIdentified CBTM and Investment Banking Staff

TrainerExternal Trainer (IBBM)

31

Performance Objectives• Review, prepare and recommend suitable investment solution to meet

customers’ needs

Learning ObjectivesAt the end of the programme, participants will be able to:• Define the fundamentals and components of unit trust• Construct unit trust component to an existing investment portfolio• Compare the different risks of unit trust• Practice Professional conduct• Formulate an investment portfolio based on customers needs• Relate to the various outcome of investment proposal• Explain the importance of reviewing and monitoring of performance• Review the original plan and recommend solutions

Key Topics• Overview of Unit Trust• Understanding Risks• Proposing and Planning Unit Trust• Managing customer’s investments

Programme Duration1 day (10 CPE Points)

Target AudienceIPPC licence holders

TrainerLine Trainer (Islamic Treasury, CBTM)

UNDERSTANDING UNIT TRUST AND ADDING VALUE TO AN INVESTMENT PORTFOLIO

40


Performance Objectives• Recommend financial solutions effectively to customers• Increase sales performance and functional capabilities• Adhere to compliance

Learning ObjectivesAt the end of the programme, participants will be able to:• Write good KYC and credit memo• Use the PB system effectively• Explain the fundamentals of equities and fixed income • Construct portfolio• Pitch and position our solutions (structured solutions, FX investment products, equity

derivatives, funds, trusts & estate planning) to the customers • Explain the fundamentals of Islamic banking

Key Topics• Value Proposition• Governance• PB System Walk Through• High Level of Basic Documentation• Fundamentals of Islamic Banking• Equities• Fixed Income• Morningstar • Discretionary / Funds• Structured Solutions• FX Investment Products• Trusts & Estate Planning• Equity Derivatives• Credit• Portfolio Management• Session with Senior Private Banker


Target AudienceNew PB staff

TrainerLine Trainer

41

PRIVATE BANKING (PB) ON-BOARDING PROGRAMME


32

Treasury

1

Performance Objectives• Recommend suitable Islamic capital market solutions to meet customers needs• Increase sales of Islamic capital market products

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the progress and growth of Islamic banking• Define the principles of Islamic banking products• Define Islamic Capital Market Products (CMP) structures and concepts• Apply Islamic CMP terminologies and state standard practices• Differentiate between Islamic and conventional CMP products• Classify the various Islamic CMP instruments• Evaluate the needs for Islamic CMP• State Islamic CMP prices• State the various Islamic CMP players and participants• Describe the importance of Islamic CMP platform• Discuss the challenges in Islamic CMP

Key Topics• Overview of Islamic Banking Principles• Islamic Capital Market Products (CMP): Structures, Concepts & Terminologies• Islamic Capital Market Products (CMP): Instruments• Islamic Capital Market Products (CMP): Players, Platform & Challenges


Target AudienceCMSRL Personnel, Executives & above and IPPC Licence Holders


ISLAMIC CAPITAL MARKET PRODUCTS

43

Treasury

2

Performance Objectives• Manage liquidity in Islamic treasury products effectively• Formulate solutions pertaining to legal documentations in Islamic banking

liquidity management

Learning ObjectivesAt the end of the programme, participants will be able to:• State the Islamic principles and Shariah requirement applicable to Islamic

Treasury liquidity management• Explain the structuring and the documentations involved• Apply the knowledge to develop Islamic liquidity products• Describe the current trends and challenges in managing liquidity in Islamic

banks

Key Topics• Key Principles in Islamic Banking• How and Why Shariah Compliant Products are Constructed• Building Blocks of Islamic Banking Products• Differences between Islamic Banking Products and Conventional Products• General Framework for Risk Management in Islamic Banking• Creating an Infrastructure for Liquidity Management in Islamic Banking• Trends and Challenges in Islamic Liquidity Management• Liquidity Management Tools• Roles of Treasury in Managing Islamic Liquidity Management• Legal Documentations and Issues in Islamic Liquidity Management


Target AudienceCMSRL Personnel, Executives & above


ISLAMIC TREASURY – LIQUIDITY MANAGEMENT

44

Treasury

3 ISLAMIC HEDGING INSTRUMENTS

45

Treasury

Performance Objectives• Increase effectiveness in making hedging decisions• Cross-sell Islamic hedging products

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe Islamic principles and shariah requirement applicable to banking• Identify the elements that distinguish Islamic and conventional products• Apply the knowledge of Islamic principles and shariah requirements to make

hedging decision• Explain the various types of Islamic treasury hedging products

Key Topics• Key Principles in Islamic Banking• How and Why Shariah Compliant Products are Constructed• Building Block of Islamic Banking Products• Types of Islamic Banking Products. • Differences between Islamic Banking Products and Conventional Products• Why and for What Reasons the Differentiations• Types of Hedging Instruments in the Market • Why Need to Hedge• How to Manage Hedging Needs• When and Where to Hedge• Islamic Treasury Hedging Products• Important of Hedging in Treasury• Roles of Treasury in Hedging Management




4

Performance Objectives• Increase effectiveness in managing Islamic FOREX requirements• Cross-sell Islamic FOREX

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe Islamic banking principles and shariah requirements• Identity the elements that distinguish Islamic and conventional FOREX

products• Explain the various types of Islamic FOREX instruments• Analyse the need and importance of hedging in an organisation

Key Topics Key Principles in Islamic Banking How and Why Shariah Compliant Products are Constructed? Building Blocks of Islamic FOREX Products Types of Islamic FOREX Products Differences between Islamic FOREX Products and Conventional FOREX

Products Why and for What Reasons the Differentiations? Types of FOREX Instruments in the Market Why need FOREX? How to Manage FOREX Requirements? When is FOREX Required? Islamic FOREX Products in Hedging Importance of Hedging in Treasury Roles of Treasury in Hedging Management

Programme Duration 1 day (10 CPE Points)



ISLAMIC FOREIGN EXCHANGE

46

Treasury

5

Performance Objectives• Increase effectiveness in managing Islamic Money Market requirements• Cross-sell Islamic MM

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe Islamic principles in Islamic Money Market(MM)• Apply correct Islamic MM terminologies and standard practices• Explore various Islamic MM instruments• Identify various Islamic MM players• Recognise the importance and challenges of Islamic MM platform

Key Topics Development of Islamic MM Islamic Treasury in MM Key Principles in Islamic Banking Islamic MM Structures and Concepts Terminologies and Standard Practices in Islamic MM Islamic MM Operations as an Interbank Platform Differences between Islamic MM and Conventional MM Types of Islamic MM Instruments Why need Islamic MM? Pricing/Quotes in Islamic MM Islamic MM Players and Participants The Importance of Islamic MM Platform Challenges in Maintaining Efficient and Effective Islamic MM Platform




ISLAMIC MONEY MARKET

47

Treasury

6

Performance Objectives• Manage risk effectively for equity hybrid and derivative products• Maximise returns from fund management

Learning ObjectivesAt the end of the programme, participants will be able to:• Recognise and apply the most current skills in fund management.• Deconstruct the yield curve from available data.• Create a consistent pricing and valuation model for interest rate products within

their market.• Determine the market’s perception of future changes in the interest rate

environment.

Key Topics• Equity Market Review• Equity Fund Types• Equity Risk Measurement• Futures• Equity Hybrid and Derivatives Product



TrainerExternal trainer (IBBM)

EQUITY PORTFOLIO MANAGEMENT

48

Treasury

7

Performance Objectives• Manage credit default swap more effectively• Conduct effective pricing of swap

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the principle behind a swap• Explain interest rate and currency swaps• List the different uses of swaps• Describe the principle of pricing a swap.• State the variations in pricing a credit default swap

Key Topics• Capital Adequacy Requirement• Introduction to Swaps• Types of Swaps• Uses of Interest Rate and Currency Swaps• Swap Dealing Ticket• Term-Structure of Interest Rates• The Principle of Swap Pricing and Valuation



TrainerExternal trainer ( IBBM)

INTEREST RATE, CURRENCY AND CREDIT DEFAULT SWAPS

49

Treasury

8

Performance Objectives• Increase effectiveness in making investment decision • Tap on opportunities available from the various investment vehicles• Combine a series of product that can be re-engineered into a new financial

investment product• Apply market fundamentals in futures for better investment decision• Demonstrate the competencies on both technical and fundamental analysis

Learning ObjectivesAt the end of the programme, participants will be able to:• Define what derivatives are and its related types of investment vehicles• Describe and show examples on the use of various investment vehicles• Define futures market and the use of futures• Demonstrate why it is a leading market through case studies and historical

market information• Define options market and the use of options• Discuss how a structured product is formed and created• Discuss the opportunity and perspective behind a structure• Translate its deployment into the mainstream market

Key Topics Overview of Derivatives Futures Market Options Other Derivatives and Structured Product

Programme Duration1 day (pending 10 CPE Points)


TrainerLine Trainer

DERIVATIVES: OTC, FUTURES, OPTIONS AND STRUCTURED PRODUCT

50

Corporate Advisory

9

Performance Objectives• Increase our competitiveness in the market• Manage information more effectively for better investment decision

Learning ObjectivesAt the end of the programme, participants will be able to:• Relate new trends in market analysis• Compare such changes to their existing framework• Define market reactions• Differentiate a cyclical event or a real market event• Point out information providers that provides such information• Relate to technical indicators • Relate the importance of price action• Derive a market view• Apply market sentiment reading• Derive an idea with ideas generated through 3rd parties

Key Topics Overview of Market Analysis Fundamental Analysis - Money and Finance Technical Analysis – Applications Sentiment Analysis



TrainerLine Trainer

MARKET ANALYSIS: TECHNICAL, FUNDAMENTAL, MARKET SENTIMENT

51

Corporate Advisory

Sales and Service

1

Performance Objectives• Improve their ability to create a win-win situation during discussions,

negotiations and crucial conversations• Achieve end results in people relationships that will enable empowering peak

performance

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe influence and how influence works• State the importance of the first impression and how to create a successful first

impression• Implement the influence model in their the day-to-day client encounters• Use the keys to influencing effectively• Overcome resistance with key influence strategies, framing principles, and

persuasion techniques

Key Topics• Influencing Others to Change• The Power of the First Impression• The Influence Model• Principles of Influence• Influence Strategies and Techniques• Laws of Influence• Secrets of Top Influencers


Target AudienceManagers and above

TrainerL&T Trainer

HIDDEN SECRETS OF INFLUENCING

53

Sales and Service

2

Performance Objectives• Assess and coach sales people effectively in their consultative selling process• Facilitate the STARS consultative selling programme

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and apply the STARS consultative selling model• Use facilitation tools to deliver effective training

Key Topics• Facilitation Secrets• STARS Consultative Selling Model• Tele-Prospecting• Role-Play• Trainer Delivery Certification


Target AudienceNominated Retail and Preferred Segment Managers

TrainerL&T Trainers

54

STARS TRAIN-THE-TRAINER WORKSHOP (for Retail & Preferred Segment Managers)

Sales and Service

3

55

STARS TRAIN-THE-TRAINER WORKSHOP (for MSF Team Sales Managers)

Sales and Service

Performance Objectives• Assess and coach sales people effectively in their consultative selling process

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and apply the STARS consultative selling model • Apply coaching tips effectively

Key Topics• STARS Consultative Selling Model• Role-Play• Coaching Tips• Trainer Delivery Certification


Target AudienceMSF Team Sales Managers

TrainerL&T Trainers

4

56

HIDDEN SECRETS FOR RETAIL TELEMARKETING ELITE TRAIN-THE-TRAINER WORKSHOP

Sales and Service

Performance Objective• Assess and coach the sales team effectively in tele-prospecting

Learning ObjectivesAt the end of the programme, participants will be able to:• Apply and adopt the tele-prospecting sales cycle • Coach their staff on tips of tele-prospecting

Key Topics• Facilitation Secrets• Tele- Prospecting Model

- Power and Success- Rapport and Communication- Designing your Calling Script- Handling Objections- Getting the Commitment

• Role-Play• Trainer Delivery Certification


Target AudienceMSF Team Sales Managers

TrainerL &T Trainer

5

57

HIDDEN SECRETS FOR RETAIL TELEMARKETING ELITE

Sales and Service

Performance Objective• Improve rapport with customers over the phone • Create interest in customers to listen beyond the opening statement • Enhance the presentation script to appeal to the needs of the customers • Improve the ability to handle objections and get the commitment

Learning ObjectivesAt the end of the programme, participants will be able to:• Achieve the proper state of mind for the telecall battlefield • Acquire rapport building and communication skill sets• Apply effective objections handling skills

Key Topics• Power and Success

- 6 Fundamental keys of success• Rapport and Communication

- Components of rapport building & effective communication• Designing your Calling Script

- Understand what buyers want and ask high involvement questions to uncover 7 most important benefits, present ideas with the Rule of 3

• Handling Objections- Common objections and overcome them using A-D-R approach, Distortions,

Deletions and Generalisations in objection handling• Getting the Commitment

- Observe buying signals


Target AudienceRTC Telemarketing Officers

TrainerL &T Trainer

6

Performance Objectives• Recommend suitable financial solutions to meet customers’ needs• Increase sales performance• Build solid business relationships with customers

Learning ObjectivesAt the end of the programme, participants will be able to:• Effectively open calls in a positive and productive way• Use effective questions to gather information and build a clear and mutual

understanding of a customer’s needs• Recognize when a customer is prepared to move ahead in the sales cycle• Explore the reasons why customers may not express needs when they are

indifferent and learn how to respond• Recognize, differentiate, and resolve customer concerns

Key Topics• Opening• Probing• Supporting• Closing• Connective Skills• Addressing Indifference• Resolving Customer Concerns


Target AudienceCommercial Banking RMs, ACMs/DACMs

TrainerExternal Trainer (Achieve Global)

58

RELATIONSHIP MANAGEMENT WORKSHOP

Sales and Service

7

Performance Objectives• Effectively coach and manage a team of RMs to superior sales performance• Increase productivity level of the RMs

Learning ObjectivesAt the end of the programme, participants will be able to:• Explore what coaching means, why it’s important, and what makes coaching

challenging• Utilise three areas of sales call competence - product knowledge, customer

knowledge, and selling skills to evaluate individual and team behaviors• Conduct three kinds of coaching conversations - constructive feedback,

development and recognition• Handle difficult coaching conversations in which the salesperson is resistant• Build long-term developmental action plans for each individual on their sales

teams

Key Topics• Why Coach• What to Coach• How to Coach• When to Coach


Target AudienceCommercial Banking ACMs/DACMs

TrainerExternal Trainer (Achieve Global)

59

SALES MANAGEMENT WORKSHOP

Sales and Service

Performance Objectives• Deliver memorable customer service experience and value-added services to

customers• Interact professionally with customers to project a positive image of the bank• Handle difficult customers confidently

Learning ObjectivesAt the end of the programme, participants will be able to:• State the importance of the role of customer service staff• State the importance of service excellence in our service delivery• Apply the communication model when servicing customers• Apply skills to handle difficult customers and complaints

Key Topics Developing the Customer Service Mindset Creating Service Excellence through Effective Communication Managing Difficult Customers and Handling Complaints


Target AudienceStaff who has direct interaction with customers

TrainerL&T Trainer

ESSENTIALS OF CUSTOMER SERVICE

8

Corporate Advisory

1

Performance Objectives• Propose recommendations to clients in a fair, ethical and timely manner• Generate quality analysis for better investment decision

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify and explain global economic drivers that affect capital markets• Analyse the impact of economic and geopolitical factors on global capital

markets• Interpret economic data

Key Topics• Overview of Global Capital Markets• Overview of Emerging Markets• Overview of Economic Fundamentals and Statistics



TrainerExternal Trainer (SIDC)

EQ01 ECONOMICS AND CAPITAL MARKET 1: FORCES SHAPING GLOBAL CAPITAL MARKETS Corporate Advisory

62

2

Performance Objectives• Propose stock recommendations to clients in a fair, ethical and timely manner• Generate quality analysis for better investment decision

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify the fundamentals of analysing relevant reports on companies• Apply the necessary tools and techniques to analyse company performance• Analyse the relevant reports to make specific stock recommendations

Key Topics• Financial Statement• Introducing the Financial Ratios – Interpretations and Implications• Investment Evaluation – Concepts Techniques




EQ02 ESSENTIALS OF FUNDAMENTAL ANALYTICS 1: ANALYSING COMPANY PERFORMANCE

63

Corporate Advisory

3

Performance Objectives• Generate quality corporate proposals• Advise clients in an ethical and timely manner

Learning ObjectivesAt the end of the programme, participants will be able to:• Recognise the impact, types, rationale and how it affects corporate proposals• Interpret the key elements of an IPO• Identify the origination and structuring process• Apply rules, regulations, due diligence and the implications of share buy back

Key Topics• Analytical Essentials and Initial Public Offerings (IPO)• Asset Transfers, Demergers, Mergers and Acquisitions• Ownership Structure Changes• Analysing Contemporary Equity Related Issues in Corporate Malaysia




EQ03 CORPORATE STRATEGIC ANALYTICS 1 : ESSENTIALS OF CORPORATE PROPOSAL ANALYSIS

64

Corporate Advisory

4

Performance Objectives• Continuously uphold professional integrity through good corporate governance• Minimise financial loss from corporate governance breaches

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the implication of corporate governance to the market as a whole and

its impact on Malaysia’s competitive investing environment from foreign direct investment (FDI)

• Recognise the possible implication of corporate governance breaches and being able to highlight “red flags”, if any, to clients

Key Topics• Corporate Governance and its Relevance to the Capital Market• Market Manipulation, Insider Trading and Directors Breach of Fiduciary Duties• Common Corporate Governance Issues• Corporate Governance in Family Controlled PLCs




EQ04 CORPORATE GOVERNANCE AND ETHICS: STRENGTHENING PROFESSIONALISM THROUGH ETHICS

65

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the oil and gas sector

Learning ObjectivesAt the end of the programme, participants will be able to:• Increase knowledge on the sector and its market trend • Describe the value chain of the sector• Identify the key components in the valuation of the sector

Key Topics• Industry Overview• Sector Value Chain• Key Drivers• Valuation and Other Useful Matrix• Recent Corporate Exercises and Trends

Programme Duration1 hour

Target AudienceAll Staff from Corporate Client Solutions, Corporate Finance, Equity Capital Markets, CIMB-Principal Asset Management, Corporate Banking, and Research

TrainerLine Trainers (Sector Team)

EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : OIL AND GAS

66

5

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the gaming and industrials sector





TrainerLine Trainer (Sector Team)

EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : GAMING AND INDUSTRIALS

67

6

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the consumer/retails sector






EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : CONSUMER/RETAILS

68

7

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the power and utilities sector






EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : POWER AND UTILITIES

69

8

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the non-banks sector






EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : NON-BANKS

70

9

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the real estate sector






EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : REAL ESTATE

71

10

Corporate Advisory

Performance Objectives• Create new business leads• Increase effectiveness in the valuation of the agriculture sector






EXPERT SHARING PLATFORM AND NETWORKING (EXPN) SECTOR TALK SERIES : AGRICULTURE

72

11

Corporate Advisory

Risk Management

Performance Objectives• Comply with the relevant requirements in the Anti-Money Laundering/Counter

Financing of Terrorism Awareness (AML/CFT) • Mitigate money laundering activities incurred through banking channels

Learning ObjectivesAt the end of the programme, participants will be able to:• Define AML/CFT Act• Explain money laundering process and activities• Describe the penalties for non-compliance with the AML/CFT Act• Report suspicious transaction• Identify some of the channels used in money laundering• Describe the differences between ”money laundering” and “terrorism financing”

Key Topics• Overview of Money Laundering and Terrorism Financing• Requirements of Customer Due Diligence (CDD)• High Risk Customers and Enhanced CDD• Watch List (Internal and International)• AML/CFT Red Flags• Suspicious Transaction Report (STR)• Record Management• Case Studies

Programme Duration 0.5 day

Target AudienceClericals

TrainerL&T Trainer

74

Risk Management

ANTI-MONEY LAUNDERING/COUNTER FINANCING OF TERRORISM AWARENESS TRAINING FOR CLERICALS

1

Performance Objectives• Comply with the relevant requirements in the Anti-Money Laundering/Counter

Financing of Terrorism Awareness (AML/CFT) • Mitigate money laundering activities incurred through banking channels

Learning ObjectivesAt the end of the programme, participants will be able to:• Define AMC/CFT Act• Explain money laundering process and activities• Describe the penalties for contravening the Act• Report suspicious transaction

Key Topics• Overview• AML/CFT Policies and Procedures• Transaction Monitoring & Suspicious Transaction Monitoring• Case Studies and Assessment



TrainerLine Trainer (Group Compliance)

75

Risk Management

ANTI-MONEY LAUNDERING/COUNTER FINANCING OF TERRORISM AWARENESS TRAINING

2

Performance Objectives• Advise the business on compliance and operational risk matters• Highlight compliance and operational risk matters to the management• Inculcate compliance culture in respective business units

Learning ObjectivesAt the end of the programme, participants will be able to:• Obtain updates on current compliance related matters• Describe the importance of compliance and risk • Fulfill the compliance and risk requirements in their monthly/quarterly reports • Share their feedback for better understanding

Key Topics• New and Amended Regulators’ Guidelines/Circulars Issued for the Year• Monthly Summary Compliance Reporting• Common Recurring Non-Compliance Noted During Compliance Visits• Operational Risk Updates by ORM• Business Continuity Management


Target AudienceDCOROs (Consumer Banking and Islamic Banking)

TrainerLine Trainer

76

Risk Management

DESIGNATED COMPLIANCE AND OPERATIONAL RISK OFFICER (DCORO) TRAINING - CONSUMER & ISLAMIC BANKING

3

Performance Objectives• Advise the business on compliance and operational risk matters• Highlight compliance and operational risk matters to the management• Inculcate compliance culture in respective business units

Learning ObjectivesAt the end of the programme, participants will be able to:• Obtain updates on current compliance-related matters• Describe the importance of compliance and risk • Fulfill the compliance and risk requirements in their monthly/quarterly reports • Share their feedback for better understanding

Key Topics• Compliance

- Statistics/Issues on Monthly Summary Compliance Report - Common Observations of Self Testing Verifications - Latest Announcements/ Guidelines/ Policies from BNM /Bursa /Securities

Commission • Risk Management

- ORM Updates - RCSA Review and Lesson Learnt - Loss Event Review and Lesson Learnt


Target AudienceDCOROs (Investment Banking)

TrainerLine Trainer (Operational Risk Management)

77

Risk Management

DESIGNATED COMPLIANCE AND OPERATIONAL RISK OFFICER (DCORO) TRAINING - INVESTMENT BANKING

4

Performance Objectives• Comply with the relevant requirements in the FSA/IFSA 2013

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the importance of provisions in FSA/IFSA to safeguard the interest of

Financial institutions• Describe your roles and responsibilities in complying with FSA/IFSA• Apply relevant provisions of FSA/IFSA to ensure compliance

Key Topics• Overview of FSA/IFSA 2013• Regulatory Objectives • Relevant Provisions in FSA/IFSA 2013• Consumer Protection• Secrecy• Administrative Actions, Civil Actions & Criminal Offences• Case Studies


Target AudienceClerical Staff

TrainerL&T Trainer

78

Risk Management

FINANCIAL SERVICES ACT 2013 AND ISLAMIC FINANCIAL SERVICES ACT 2013 FOR CLERICALS

5

Performance Objectives• Comply with the relevant requirements in the Financial Services Act (FSA) 2013

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the legislative restrictions & requirements imposed on Financial

Institutions under the FSA 2013• Apply the provisions of FSA when dealing with customer's information and

transaction • Establish appropriate compliance measures in all dealings with customers in line

with the requirements of FSA

Key Topics• Introduction to FSA• Secrecy and Permitted Disclosure• Corporate Governance & Transparency Requirements• Offences Relating to Entries in Books & Documents• Powers of BNM• Credit Transactions and Exposures With Connected Parties

Programme Duration 0.5 day (pending approval for 5 CPE Points)



79

Risk Management

FINANCIAL SERVICES ACT: FROM A BANKING PERSPECTIVE

6

Performance Objectives• Comply with the relevant requirements in the Foreign Exchange Administration

Rules (FEAR)

Learning ObjectivesAt the end of the programme, participants will be able to:• State the rules relating to FEAR• Explain the FEAR applicable to banking operations and credit functions• Relate the inter-relations between one rule to another rule• Identify permitted fund transfer• State permitted movements to external accounts• Identify common non-compliance issues and the associated remedial actions• Explain the consequences of non-compliance to FEAR

Key Topics• Introduction and Overview to Foreign Exchange Administration Rules• New Terminology under New Notices• Foreign Exchange Administration Notices• Directions to Financial Institution

- General Operational Requirements- Specific Operational Requirements

Programme Duration 1 day (pending approval for 10 CPE Points)

Target AudienceExecutives and above


80

Risk Management

FOREIGN EXCHANGE ADMINISTRATION RULES

7

8

Performance Objectives• Manage Basel II ICAAP review effectively• Integrate ICAAP into decision making processes

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the requirements of the BASEL II ICAAP• State the techniques of stress testing • Perform BASEL II ICAAP review for banking operations

Key Topics• BASEL II • ICAAP• Comprehensive Risk Assessment• Capital Stress Testing• Articulation & Embedding Risk Appetite


Target AudienceIdentified GIAD Staff

Trainer External Trainer (KPMG)

81

BASEL II INTERNATIONAL CAPITAL ADEQUACY ASSESSMENT PROCESS (ICAAP) Professional Development

9

Performance Objectives• Manage Counterparty Credit risk (CCR) effectively

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify key Basel III requirements with respect to CCR measurement and

management and its implications to banks’ existing capital charges• Define according regulatory guidelines in conjunction to Basel III• Describe the concept of wrong-way risk and Basel III requirements concerning

the treatment for wrong-way risk• Describe the correlation of CCR with other risk types and the impact CCR has

on the stability of the financial system• Define the structure of CCR governance and define the roles and

responsibilities of relevant parties• Describe the fundamental components and processes involved in measuring

CCR and explain the concept of ‘Credit Value Adjustment’ (CVA) in pricing CCR, its computation and Basel III requirements regarding CVA risk capital

Key Topics Introduction to Basel III Leverage & Liquidity Ratios, a New Regulatory Reporting Component Impact on the Implementation of Internal Capital Adequacy Assessment

Process (ICAAP) Basel III Highlights on Counterparty Credit Risk Counterparty Credit Risk Management Counterparty Credit Risk Modelling and Measurement Counterparty Credit Risk Pricing under Basel III Implementation Insights

Programme Duration 2 days (pending approval 10 CPE Points)

Target AudienceExecutives and above from Group Compliance, Group Finance, CBTM, GroupRisk and GIBD


BASEL III AND ITS IMPACT ON COUNTERPARTY CREDIT RISK MANAGEMENT

82

Risk Management

Credit

Performance Objectives• Develop a more profitable, lower-risk business loan portfolio• Increase lending efficiency and strengthen customer relationships• Improve communication of credit solutions with customers

Learning ObjectivesAt the end of the programme, participants will be able to:• Develop greater ‘fluency’ in conducting credit conversations with business

owners and managers• Show working knowledge of business lending issues• Efficiently and confidently obtain the right information needed for underwriting• Apply the knowledge about business lending to establish credibility and build

new business relationships

Key Topics• Learning About the Business• Understanding Business Borrowing Needs• Assessing the Business and Management• Fundamentals of Financial Statement and Tax Return Analysis• Understanding and Communicating Credit Solutions


Target AudienceJunior Credit Officers/ Relationship Managers, Credit Administration, Branch Managers, Non-Credit Personnel e.g. Finance, Legal, Compliance, HR, Audit, Sales Professionals (CCS), Credit Traders, Management Trainees

TrainerLine Trainer (Omega-certified Trainer)

84

Credit

BUSINESS LENDING FUNDAMENTALS (BLF)

1

Performance Objectives• Improve loan quality and reduce risk through a better understanding of financial

risks• Improve productivity by promoting more efficient credit analysis• Build strong relationships by improving the ability to consult with customers

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify asset conversion cycles which explain the underlying reasons

businesses borrow and provide the key for accurately judging whether a borrower will be able to repay the loan

• Assess accounting risk inherent in business financial statements

Key Topics• Financial Reporting• Introduction to Accrual Accounting• Accounting for the Operating Cycle• Accounting for the Capital Investment Cycle and other Assets• Accounting for Liabilities and Equity


Target AudienceEntry to Mid-Career Level Commercial Lenders and Credit Analysts


85

Credit

FINANCIAL ACCOUNTING FOR LENDERS (FAL)

2

Performance Objectives• Develop a more profitable, lower-risk loan portfolio• Increase lending efficiency• Improve customer relationships• Create a common vocabulary and lending process throughout the organisation

Learning ObjectivesAt the end of the programme, participants will be able to:• Propose sound, well informed loan decisions with the combination of skills and

current information

Key Topics• Opportunity Assessment• Borrowing Causes• Industry Risk Analysis• Business Risk Analysis• Financial Statement Analysis• Cashflow Analysis• Projections• Loan Structuring


Target AudienceRelationship Managers/Credit Analysts with one or more years of experience, LoanUnderwriters, Credit Review Staff


86

Credit

COMMERCIAL LOANS TO BUSINESS (CLB)

3

Performance Objectives• Select appropriate solutions to solve emerging credit problems• Minimise exposure to lender liability

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe what the best-practice approaches for recognising potential loan

problems, identifying appropriate solutions and minimising exposure to lender liability

• Identify potential credit risks related to loan structuring, underwriting and documentation

• Evaluate changes in credit risks that require actions• Identify the potential impact of problem loans on the institution

Key Topics• Loan Management


Target AudienceRelationship Managers/Credit Analysts with one or more years of experience, Loan Underwriters, Credit Review Staff


87

Credit

MINIMISING PROBLEM LOANS (MPL)

4

Performance Objectives• Link up the technical credit aspects with the actual writing aspects

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify and avoid the common errors in the credit process writing• Plan their credit writing such that the outcome will be more effective

presentation to the management and easier understanding by the readers• Organise relevant credit information into an executive summary • Write persuasively to put their credit recommendation across to the

management

Key Topics• Rationale for Writing a Proper Credit Proposal• Rules for Analytical Credit Proposals• Selecting Details for Presentation• Recognising the Challenges in Obtaining Quality Credit Information• Common Faults in Credit Presentation• Analytical Process in Key Areas for Credit Proposal


Target AudienceRelationship Managers/Credit Analysts with one or more years of experience, Loan Underwriters


88

Credit

ANALYTICAL CREDIT WRITING SKILLS

5

6

Performance Objectives• Evaluate and submit quality consumer credit proposals• Process consumer loan applications in compliance to internal policies and

procedures

Learning ObjectivesAt the end of the programme, participants will be able to:• Recognise external parameters for credit laid down under FSA/IFSA • Recognise internal parameters for credit laid down under Credit Policy Guide

(CPG), Credit Procedure Manual (CPM) and Internal Guideline (Secured Lending)

• Explain consumer credit products’ features and benefits offered by the bank• Explain the loan processing process in line with internal guidelines and

recognise the rationale of credit scoring• Differentiate security documentation for different types of loans and the

respective securities taken as collateral• State the do’s and don’ts in credit matters• Explain the adverse impact on the Bank due to bad loans

Key Topics• Module 1 : Introduction to Credit & FSA/IFSA• Module 2: Internal Guidelines • Module 3: Credit Policy Guide & Credit Procedure Manual • Module 4: Consumer Products • Module 5: Security Documentation, Collection and Recovery, Fraud Awareness

and Audit Findings


Target AudienceCredit Officers from CCO and AFS

TrainersL&T Trainer and Line Trainers

CONSUMER CORE CREDIT

89

Credit

7

Performance Objectives• Recommend trade finance products according to customers’ needs• Increase sales performance in trade finance products

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the trade environment, issues, barriers and factors promoting global

trade• State the application of notable articles in international rules such as UCP, URC

and URR• Explain the division of costs, risks and responsibilities in transporting goods

from the seller to the buyer • Tell how credit facilities are applied to trade transactions

Key Topics• Perspective of Trade Finance• UCP, URC and URR• Incoterms 2010• Extension of Credit for Trade Finance


Target AudienceCommercial Banking, CBTM, CCS and Group Risk Staff

TrainersLine Trainer (Regional Transaction Banking – Martin Chai)

FUNDAMENTAL TRADE FINANCE

90

Credit

8

Performance Objectives• Structure trade lines more accurately and effectively• Increase sales performance in trade finance products

Learning ObjectivesAt the end of the programme, participants will be able to:• State Treasury and FX products in relation to trade finance• Explain internal infrastructure in setting up and maintaining trade lines• Describe trade cycles and customers’ trade finance requirements• Describe Basel 2 requirements in respect of trade products e.g. regulatory

capital requirement and return on capital• Describe specialised LC products• Illustrate the correspondent banking functions and their relation to trade finance• Identify the risks and mitigation in international trade

Key Topics• Treasury and FX• Trade and Account Master• Trade Finance Deal Structuring• Specialised LC Products• Correspondent Banking• Risks in International Trade


Target AudienceCommercial Banking, CBTM, CCS and Group Risk Staff

TrainersLine Trainer (Regional Transaction Banking – Martin Chai)

INTERMEDIATE TRADE FINANCE

91

Credit

9 OVERVIEW OF INTERNATIONAL TRADE (OPERATIONS)

92

Credit

Performance Objectives• Increase efficiency in the handling of trade transactions

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the trade cycle, the flows of goods, payment and documents• State the benefits, applicability and risk in each different method of payments• List the fundamental principles & rules of LC operations – implication and

dealing with discrepancies• Describe the differences between Bank Guarantee and Letter of Credit• Tell the changes in INCOTERMS 2000 and 2010

Key Topics• International Trade• Roles of Bank• Method of Payment• Bank Financing• Risk in International Trade and Risk Mitigation• INCOTERMS


Target AudienceTrade Service Centre, Trade Processing Centre and CDCS Holders

TrainerLine Trainer

10 STRUCTURED TRADE FINANCE (SALES)

93

Credit

Performance Objectives• Increase the sales of structured trade finance

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain structured trade• Tell the comparison between Pre & Post shipment• Describe the back-to-back Letter of Credit (LC), transferable LC and front-to-

back LC• State the features, documentations and process flow for receivables backed by

insurance

Key Topics• Structured Trade & Commodity Finance• Pre & Post Financing• Avalisation• Receivables Backed by Insurance• Forfaiting,• Supply Chain Financing

Programme Duration0.5 day

Target AudienceTrade Sales, Trade Products, Trade Services Network and RM (Commercial Banking & Corporate Banking)

TrainerLine Trainer

11

Performance Objectives• Increase the quality of credit analysis of non–bank financial institutions (NBFI) • Decide on allocation of capital and maximise opportunities vis-a-vis credit exposures

when managing exposures to NBFI

Learning ObjectivesAt the end of the programme, participants will be able to:• Apply a structured framework to analyze non-bank finance institutions, including

insurance companies, funds and asset managers, and finance and leasing companies• Analyse key qualitative risk factors• Identify, calculate and interpret key ratios• Understand the accounting, terminology and dynamics of insurer• Evaluate a non-bank financial institutions strength based on its published financial

information• Determine the overall credit quality of non-bank financial institution

Key Topics


Target AudienceIdentified CBTM & Group Risk Staff

TrainersExternal Trainer (Moody’s Analytics)

MOODY'S ANALYTICS NBFI CREDIT ANALYSIS

94

Credit

• Insurance- Insurance Risk Profiles- Operating Environment- Finance Fundamentals- Analytic Overview- Business Risk- Financial Risk

• Funds management- Types of Funds- Differentiations - Credit Analysis of Funds

• Asset management- Role in Fund/Investment Industry

- Asset Managers: Global & Local- Credit Analysis: Analyse as Corporate

• Finance and Leasing Companies- Types of Firms- Shared Characteristics- Regulation and Accounting- Global and Local Markets- Business Risks and Mitigants- Financial Risks- Moody’s Ratings Framework and Approach

Business and People Management

1

Performance Objectives• Communicate effectively with team members, management, internal and

external customers to achieve objectives.

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify and avoid roadblocks to effective communication• Use body language and voice effectively in communication• Speak clearly and simply so that their message is understood• Identify how to communicate with a diverse audience of employees and guests• Apply active listening skills• Use ASERT Technique to communicate more effectively

Key Topics• Myths and Roadblocks to Effective Communication • Elements of Communication • Communicating with a Diverse Audience • Listening Skills• ASERT Technique in Communication


Target AudienceAssistant Managers & Managers

TrainerL&T Trainer

COMMUNICATION ESSENTIALS

96

Business andPeople Management

2

Performance Objective• Prepare an effective presentation • Speak and present confidently to team members, management, internal and

external customers to achieve the objectives of presentation

Learning ObjectivesAt the end of the programme, participants will be able to:• Identify and overcome the challenges of presentation• Adopt the ‘3P’ model to prepare for a presentation• Prepare an effective presentation using the O2BCQ model• Apply the appropriate non-verbal body language during a presentation• Handle Q&A effectively during a presentation

Key Topics• Fundamentals of Presentation• 3Ps in Preparing a Presentation• 5 Steps to Drafting an Effective Presentation (O2BCQ Model)• Tips & Tricks for a Successful Presentation• The Art of Story Telling• Group and Individual Live Presentation


Target AudienceAssistant Managers and Managers

TrainerL &T Trainer and Line Trainer

PRESENTATION ESSENTIALS

97


3

Performance Objectives• Increase work productivity with effective time management techniques• Communicate effectively with peers in the workplace to achieve objectives

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the importance of their role • Manage and prioritise time• Plan and organise their work effectively

Key Topics• Overview Of Success Principles• What Is Personal Excellence Mindset• How To Develop The Right Work Habits• How To Set Personal Goal• Insight To Personal Power• Appreciate The Importance Of Your Role• Manage And Prioritize Your Time• Communicate Effectively With People Around You• Plan Your Future


Target AudienceClerical Staff

TrainerL&T Trainer

EFFECTIVE CLERICAL PROGRAMME

98


4

Performance Objectives• Set clear and achievable goals leading to success• Demonstrate self-belief and commitment to achieve goals

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the principles of success• State the importance of the power of conditioning• Set goals• Develop the right work habit

Key Topics• Success Principles• Personal Excellence Mindset• Develop the Right Work Habit• Personal Goal Setting• Personal Power


Target AudienceOfficers and Executives

TrainerL&T Trainer

PERSONAL LEADERSHIP

99


5

Performance Objectives• Increase productivity by effective work management• Achieve better results through effective work prioritisation

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the secret of focus and learn how to maintain it• Gain control over work priorities• Apply the 80/20 rule• Describe the essential elements of goal setting and goal attainment• Explain the difference between urgency and importance

Key Topics• The Willpower to Change• Effective Goal Setting • The 4 Quadrants of Time Management• Remove Time Wasters• Renewal is Important



TrainerL&T Trainer

MANAGING WORK PRIORITIES

100


6

Performance Objectives• Transit into supervisory roles effectively and successfully• Create workplace excellence through the practice of basic managerial skillsets

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the roles and responsibilities of a supervisor• Develop a new mindset that builds supervisory excellence• Recognise the core skills relevant to the four basic management accountabilities • Apply the elementary skills required for decision making and problem solving• Explain the importance of relationship building by identifying and aligning to

different behavioural styles

Key Topics• Roles and Responsibilities of a Supervisor• The 4 Management Functions• Time Management Matrix• Decision Making and Problem Solving• Communication



TrainerL&T Trainer

SUPERVISORY DEVELOPMENT PROGRAMME

101


7

Performance Objectives• Increase productivity through better time management• Maintain a professional outlook and attitude in service delivery• Good engagement with internal and external customers

Learning ObjectivesAt the end of the programme, participants will be able to:• Explain the meaning and importance of customer service• Learn from mistakes and apply newly-gained knowledge to improve

performance

Key Topics• Customer Focus• Communicate with Customers with Confidence• Maintaining a Pleasant Outlook• Continuous Improvement• Good Time Management• Working Well with Team Members


Target AudienceDrivers, Messengers and Tea Ladies

TrainerL&T Trainer

6 WORK HABITS

102


8

Performance Objectives• Hire the right fit for the right job• Conduct effective performance management and develop clear IDPs for staff• Build a high performance team • Improve engagement in the department

Learning ObjectivesAt the end of the programme, participants will be able to:• Acquire business HR skill sets • Apply effective people management skills• Apply self and interpersonal leadership

Key Topics• Module 1: Resource Planning and Selection

- Resource planning, writing a good job description and competency-based interviews• Module 2: Performance Management

- KPIs to maximise staff performance and conduct effective KPI discussionsand performance review

• Module 3 : Employee Engagement - Importance of employee engagement and driving employee engagement

• Module 4 : 7 Habits of Highly Effective People - Self and interpersonal leadership

• Module 5 : Developing Effective Work Teams- Effective work team design, cultural diversity and appreciation, coaching and developing effective work teams for peak performance

Programme Duration • Module 1 - 2 days• Module 2 - 2 days• Module 3 - 1 day • Module 4 - 3 days• Module 5 - 2 days

A total of 10 days over 5 months

Target AudienceGrade U4 – U3


THE COMPLETE MANAGER (LEVEL 2)

103


104

9 THE COMPLETE MANAGER (LEVEL 2) ALUMNI


Performance Objectives• Deepen the Alumni’s Network to create a better platform for cross-region team

collaboration.• Leverage on the Alumni’s Network as a resource to achieve organisation’s vision

Learning ObjectivesAt the end of the programme, participants will be able to:• Build a larger network among the participants from different cohorts• Draw insights from the sharing sessions on each other’s leadership experiences

Key Topics• What Have You Been Able to Practice Back at Your Workplace?• What Went Well and What did Not Go Well?• What Are Some of the Leadership Challenges at Your Workplace and How Did You

Overcome Them?


Target AudienceIdentified TCM Level 2 Alumni

TrainerL&T Trainer and Line Trainer

10 THE COMPLETE MANAGER (LEVEL 1)

105


Performance objectives• Build, drive and lead high performance team at the work place to improve and drive

business results• Perform effective performance management with staff to improve and drive high

performance results

Learning ObjectivesAt the end of the programme, participants will be able to:• Embrace the corporate coaching culture• Apply effective managerial skills• Conduct effective performance management conversations • Describe the importance of self and interpersonal leadership

Key Topics

Programme Duration • Module 1 - 2 days • Module 2 - 2 days• Module 3 - 2 days• Module 4 - 1 day

A total of 7 days over 5 months

Target AudienceIdentified Assistant Managers, Managers & Assistant Vice Presidents


Module 3: Performance Management• Principles of performance management• Setting KPIs and conducting KPI

discussions• Conducting effective performance

review Module 4: Introduction to 7 Habits• The 7 Habits• Achieving private and public victory• Renewal and continuous improvement

Module 1: Coaching for High Performance • The RACER coaching model• Linking to CIMB leading people

competencies• Coaching culture within CIMB

Module 2: The Effective Manager• The roles and responsibilities of a

manager• Managerial competencies• Four managerial accountabilities

106

THE EFFECTIVE MANAGER –TRAIN THE TRAINER (LEVEL 1)11


Performance Objectives• Able to teach back The Effective Manager module• Effectively train CIMB staff on The Effective Manager module

Learning ObjectivesAt the end of the programme, participants will be able to:• Articulate the roles and responsibilities of a manager• Adopt different leadership styles in different situations• Describe the 4 basic functions of management• Apply the essential management skills• Apply facilitation tips to deliver effective training

Key Topics• Roles & Responsibilities of a Manager• Personality Types and Management Styles• The 4 Basic Management Functions• Management Toolkit - Essential Management skills


Target AudienceIdentified L & T Trainers

TrainerCLI and L&T Trainer

12

Performance Objectives• Scope, manage and execute projects effectively to support and meet business

goals

Learning ObjectivesAt the end of the programme, participants will be able to:• Define, describe the basic project management methodology • State, understood and apply the key phases in a project life cycle

Key Topics• Definition of Project• Project Management• Project Organisation Structure• Project Management Life Cycle• Project Management Process Groups


Target AudienceExecutives & above

TrainersProject Management Professionals (PMP) - qualified line trainers

INTRODUCTION TO BASIC PROJECT MANAGEMENT

107


13

Performance Objectives• Produce written communication that is clear, concise, and well-organised• Compose grammatically-correct and easy-to-read materials

Learning ObjectivesAt the end of the programme, participants will be able to:• Apply correct grammar in their writing• Apply reader-friendly writing styles• Apply a four-point formula for effective letter writing

Key Topics• Grammar Revisited• Principles of Style• Getting Down to Writing


Target AudienceOfficers, Executives and Assistant Managers

TrainerL&T Trainer

108

EFFECTIVE BUSINESS WRITING SKILLS


14

109

WRITEPRO FOR MANAGERS


Performance Objectives• Write in a style that uses plain language techniques to make understanding

easier• Use images and examples to explain business information accurately to readers• Present business information consistently in a format that makes it easier and

faster to read and understand• Identify contents that will be relevant to their readers

Learning ObjectivesAt the end of the programme, participants will be able to:• Apply WritePro in any form of written business communication with ease by

consistently delivering the essentials of good reading which is :- Comprehensible – structuring business information that makes reading and understanding easy

- Accessible – Organising business information which makes it easy to find all the time- Relevant – Produce information which reader needs only- Applicable – Easily understood and applied by readers without further processing or hesitation.

Key Topics• Good Habits of Plain Language Style for Easy Reading• Modular Writing Using Units of Information of Easy-to-Find Information• Plain Language Design for Efficient Structure• How to Apply Plain Language at the Workplace• How to Write a Report, Proposal or Memo



TrainerExternal Trainer (EPTEC)

15

110

THINK ON YOUR FEET®


Performance Objectives• Speak spontaneously with clarity, brevity and impact.

Learning ObjectivesAt the end of the programme, participants will be able to:• Structure simple ideas in clear and neutral way using the Basic Plans• Structure ideas persuasively with TOYF® Assertive Plans• Handle questions skillfully with Bridging Techniques• Flesh-out ideas with memorable examples using TOYF® Sub Plans• Putting is together with clarity, brevity and impact

Key Topics• TOYF® Basic Plans – Neutral Information• TOYF® Assertive Plans – Persuasive Information• Bridging Techniques• TOYF® Sub Plans• Putting it all Together



TrainerExternal Trainer (People Potential)

16

111

THE CASE MAKER™


Performance Objectives• Make strong and insightful presentations of data and their cases to help their

audience in decision-making.

Learning ObjectivesAt the end of the programme, participants will be able to:• Make tight, logical and convincing arguments• Conceptualise and structure informative and persuasive data-rich cases• Understand and apply principles regarding presentation of data

Key Topics• Presentation, Audience and Data Analyses• The Yellow Circuit™– Understanding the Message and Situation• Structuring Your Argument with Logical Patterns• Visualising Data• Presenting Flow



TrainerExternal Trainer (People Potential)

Organisation and Culture Development

CIMB GROUP ORIENTATION (MANAGEMENT LEVEL)

1

Performance Objectives• Align self aspirations to CIMB Group’s vision, mission and goals• Leverage upon our Group’s availability of resource in enabling effective work

output• Navigate the organization’s culture and the key business & support division• Build networks with staff from other divisions and countries• Transit and assimilate smoothly into the organisation

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the Group's vision, mission statements, core values, key business

division focus and organisation structure• State the aspirations and focus of the key divisions across the Group leading

towards our V15 agenda • Describe career growth and development opportunities with the Group • Describe universal banking landscape, opportunities and challenges

Key Topics• Keynote Address by Group CEO• An Insight into CIMB Story, Career and Development Opportunities in CIMB• Overview and Strategic Direction of CIMB Group• Overview of Group Marketing and Communications• Dialogue Sessions with Senior Management

- Wholesale Banking (CBTM)- Wholesale Banking (Investment Banking)- Consumer Banking- Islamic Banking


Target AudienceNew Staff (Vice Presidents and above)


113

Organisation andCulture Development

CIMB GROUP ORIENTATION (NON-MANAGEMENT LEVEL)

2

Performance Objectives• Align self aspirations to CIMB Group’s vision, mission and goals• Navigate the organization’s culture and the key business & support division• Transit and assimilate smoothly into the organisation

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe the Group's vision, mission statements, core values, key business

division focus and organisation structure• State the aspirations and focus of the key divisions across the Group leading

towards our V15 agenda • Describe career growth and development opportunities with the Group • State the Group’s expectation of the employee and regulations to abide by• Describe the performance management framework and cycle

Key Topics• Keynote Address by Group CEO• An Insight into CIMB Story, Career and Development Opportunities in CIMB• Overview and Strategic Direction of CIMB Group• Overview of Group Marketing and Communications• Embedding Risk Appreciation and Compliance Culture• Workplace Ethics• Workplace Learning• Understanding Performance Management System


Target AudienceNew Staff (Assistant Vice Presidents and below)


114


HIGH PERFORMANCE CULTURE TEAMBUILDING

3

Performance Objectives• Work together in teams to deliver high performance results in their respective areas of

accountabilities • Adopts and practice CIMB’s High Performance Culture as their working culture to drive

business performance to greater heights• Adopts and practice “carefrontational” communication approach effectively with team

members, management, internal and external customers to improve and innovate sales and service performance

• Putting customer’s interest ahead of self, provide appropriate financial solution that is able to meet and exceed customers’ rising expectations

Learning ObjectivesAt the end of the programme, participants will be able to:• Recognize and appreciate the diverse team members strengths and cultural differences• Describe and practice CIMB’s High Performance Culture as their working

culture• State CIMB Group’s culture statement• Have the right mindset to kick start new career in CIMB• Breakthrough towards excellence• State the CIMB Group’s vision, mission statement, core values, key business drivers

Key Topics• Learning from CIMB Corporate History• CIMB Group’s Vision and Mission Statements, and Core Values• Stages of Team Development• Team Types, Purpose and Performance• Team and Stakeholder’s Communication• Group Dynamics

Programme Duration 1.5 days

Target AudienceNew joiners

TrainerL&T Trainer

115


CSD SQI TEAMBUILDING4

Performance Objectives• Share best practices & knowledge among team members and provide

appropriate communication updates (upwards & downwards) to improve the overall service performance of the bank branch

• Practice collaborative teamwork to improve, innovate service sand workstandards to achieve greater service performance

• Become a dynamic team with a renewed positive energy level and greater sense of purpose and passion for their job and the department

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and appreciate the SQI strategic trust and goals• Identify and recognize the need to develop a collaborative teamwork among

SQI team members and take ownership to build collaborative team• Identify, describe and appreciate the diverse needs and strength of different

team members• Build a dynamic High Performance Team, with a better understanding and

awareness within team members• Recognize the value and importance to share & provide appropriate knowledge

transfers and communication updates

Key Topics• Stages of Team Development• Team Types, Purpose and Performance• Team and Stakeholder’s Communication• Group Dynamics and Networking• SQI and CSD Strategic Trust


Target AudienceAll Staff in CSD SQI

TrainerL&T Trainer

116


GROUP CORPORATE RESOURCES TEAMBUILDING

5

Performance Objectives• Share & provide appropriate communication updates (upwards & downwards) to

improve decision making and keeping stakeholders informed• Putting the interest of the firm ahead of own-self, department, division to be

aligned with the bigger firm’s agenda• Practice collaborative teamwork to deliver value-added strategic business

partnering to drive business performance • Become a dynamic team with a renewed energy level and greater sense of

purpose and passion for their job and the firm

Learning ObjectivesAt the end of the programme, participants will be able to:• Build a Dynamic High Performance Team• Develop a better understanding and awareness within team members to share

& provide appropriate communication updates• Cultivate an open-mindset, putting the firm’s interest ahead of self – No personal

Agenda• Take ownership and build collaborative teamwork• State the key strategic trust of GCR/GHR

Key Topics• Stages of Team Development• Team Types, Purpose and Performance• Team and Stakeholder’s Communication• Group Dynamics• GCR/GHR Strategic Trust & Employee Proposition Values, CIMB’s Vision and

Mission Statements, and Core Values


Target AudienceAll GCR/GHR Staff

TrainerL&T Trainer

117


STAFF SAFETY AWARENESS AND CRIME SURVIVAL PROGRAMME

6

Performance Objectives• Apply basic rules in crime prevention, self-defense techniques and survival tips

when encountering criminals to protect self and others

Learning Objectives• Identify and describe the various type of crimes, safety issues and the

appropriate precautionary measures to minimize crime• State and display the ability to apply the basic rules in crime prevention, self-

defense techniques and survival tips

Key Topics • Type of Crime Modus Operandi • Precautionary Measures Against Crime (Prevention Tips)• Self-Defense Tips & Survival Techniques


Target AudienceAll CIMB Staff

TrainerExternal Trainers (Royal Malaysian Police Force)

118


CHILDREN SAFETY PROGRAMME

7

Performance Objectives• Apply basic rules in fire safety, crime prevention, self-defense techniques and

survival tips when encountering fires, criminals to protect self and others• Give due respect parents and other elders

Learning Objectives• Identify, recognise and describe the various type of crimes, fire safety issues

and the appropriate precautionary measures to prevent fire and minimize crime• State and display the ability to apply the basic rules in crime prevention, self-

defense techniques and survival tips• Describe the importance of respecting elders

Key Topics • Fire Safety• Crime Prevention • Basic Self-Defense and Survival Techniques• Respecting Elders


Target AudienceChildren of CIMB employees (Standard 4-6)


119


YOUTH CRIME SURVIVAL PROGRAMME

8

Performance Objectives• Apply basic rules in fire safety, crime prevention, self-defense techniques and

survival tips when encountering fires, criminals to protect self and others• Give due respect parents and other elders

Learning Objectives• Identify, recognise and describe the various type of crimes and the appropriate

precautionary measures to prevent and minimize crime• State and display the ability to apply the basic rules in crime prevention, self-

defense techniques and survival tips• Describe the importance of respecting elders

Key Topics • Crime Prevention • Basic Self-Defense and Survival Techniques• Respecting Elders


Target AudienceChildren of CIMB employees (Form 1-5)


120


9 DESIGNING A PURPOSEFUL, SUCCESSFUL AND YOUNG RETIREMENT LIFE Organisation and

Culture Development

121

Performance Objectives• Aware and understand the key issues affecting post-retirement• Able to plan for a smooth transition into a new empowered retirement life

Learning ObjectivesAt the end of the programme, participants will be able to:• Prepare themselves for retirement mentally, socially, physiologically, physically

and financially • Develop the right money beliefs and habits • Clarify priorities and set personal goals that are aligned to their core values to

lead a purposeful retirement • Acquire skills necessary for starting and managing new productive pursuits• Develop a money management strategy to create a lifetime income and ensure

your assets outlive you • Be prepared for the financial storms during retirement • Be aware of effective strategies to leave a legacy for loved ones

Key Topics


Target AudiencePre-retired CIMB employees

TrainerExternal & Line Trainers

• Redefining Today’s Retirement• Pillar 1: Clarify Life Goals & Priorities

• Customize Your Retirement Life • Sound Health – Physical, Mental,

Emotions & Spirit• Decide on Productive Pursuits – Career

vs. Entrepreneurship• Pillar 2: Retirement Readiness – Inner

Capital • Conscious & Unconscious Mind• Money Beliefs & Values • Life Inventory• Money Habit Formula

• Pillar 3: Retirement Readiness – Outer Capital

• Cornerstone #1: Organise financial records and activities

• Cornerstone #2: Set financial goals based on life goals

• Cornerstone #3: Develop a money management strategy to create a lifetime income

• Cornerstone #4: Leave a legacy – estate planning strategies

• Cornerstone #5: Be proactive in reaching financial goals

• Take the first step to a fulfilling retirement

SCM TEAMBUILDING10

122


Performance Objectives• Share and adopt best practices among team members to achieve higher level

work standards to improve the overall credit operational efficiency • Work together as a dynamic team with a renewed positive energy level and

greater sense of purpose and passion for their job and

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and appreciate the SCM strategic trust and goals• Identify, recognise, takes ownership and practice collaborative teamwork among

SCM team members• Identify, describe and appreciate the diverse needs and strength of different

team members• Build a dynamic High Performance Team, with a better understanding and

awareness within team members• Recognize the value and importance to share & provide appropriate knowledge

transfers and communication updates

Key Topics• Stages of Team Development• Team Types, Purpose and Performance• Team and Stakeholder’s Communication• Group Dynamics and Networking• SCM Strategic Trust, CIMB’s Vision, Mission Statements and Core Values


Target AudienceAll Staff in Secured Credit Management

TrainerL&T Trainer

SCC TEAMBUILDING11

123


Performance Objectives• Ensure there’s a higher level of work standards, compliance and control in the

department to improve the overall level of operational efficiency• Work together as a dynamic team with a renewed positive energy level and

greater sense of purpose and passion for their job and

Learning ObjectivesAt the end of the programme, participants will be able to:• Describe and appreciate the SCC strategic trust and goals• Identify, recognise and practice collaborative teamwork among SCC team

members through effective team leadership • State the importance of Compliance and Control in credit operations• Build a dynamic High Performance Team, with a better understanding and

awareness within team

Key Topics• Stages of Team Development• Team Leadership, Team Types, Purpose and Performance• Team and Stakeholder’s Communication• Group Dynamics and Networking• SCC Strategic Trust, CIMB’s Vision, Mission Statements and Core Values


Target AudienceAll Staff in Secured Collection Centre

TrainerL&T Trainer