Florida Bankers Association

BRANCH MANAGER CERTIFICATION PROGRAM
Four Part Workshop Series
Speaker: Roger Morin, President, Morin & Associates, USA
Workshop I
September 1, 2010 : Airport Holiday Inn - Orlando
September 2, 2010 : Hilton Garden Inn - Tallahassee

Workshop II
Date TBD: Location TBD - Orlando
Date TBD: Location TBD - Tallahassee

Workshop III
Date TBD: Location TBD - Orlando
Date TBD: Location TBD - Tallahassee

Workshop IV
Date TBD: Location TBD - Orlando
Date TBD: Location TBD - Tallahassee

This series will be held annually on the various dates displayed above. Each workshop can be attended as a stand-alone session, but all four will need to be attended to receive the certification. Don't worry if you miss one, just wait until it comes around again the next time. There is no time limit, or chronological order as to when all four sessions need to be completed.

Importance of Branch Networks
The position and job responsibilities of financial institution Branch Managers have undergone tremendous change. In the last five to ten years, all aspects of the branch manager's job have been significantly affected, and even more changes lie ahead.

Community banks live or die by their branch networks! According to a recent TowerGroup study, the branch remains the center of customer interactions, given that 92% of all US households have used a bank branch within the last 30 days.
Community banks rely on their branch staff to distinguish their organizations from the competition, yet nearly half of all customers said it wouldn’t take much incentive to persuade them to move their business elsewhere, despite an average loyalty of ten years.

With so much riding on branch performance, the Florida Bankers Association offers this certification program, through an ongoing series of workshops, designed to improve the skills of branch managers.

Invest in Your Future
Designed for branch officers, managers and supervisors, this highly-acclaimed workshop series provides attendees with a solid foundation in managing branch offices better and producing greater results. Each workshop speaks directly to branch managers, recognizing their special challenges and encourages them to develop and practice tested management techniques that will allow them to not only successfully manage but also transform their office into a winning operation. Transformation occurs when attendees learn how to identify the critical measures of branch performance and ways to influence their staffs in a positive manner. All methods/examples are geared to community banking branch managers, branch supervisors and human resource personnel responsible for branch training. Make plans to attend this four-part seminar, which can be taken in any order.

BRANCH MANAGERS I
How to win back customer TRUST, Best Leadership Skills for Bankers,
The art of being the Boss, and
How to Motivate Staff in an Economic Recovery

21st century leadership skills for a changing industry
A financial services industry Update: latest developments in our Economy
The Principle of the Slight Edge: How to make you and your branch extraordinary
How to manage customers who express worry & concern
Strategies for success in a changing industry
How to implement a successful contingency plan
How to manage branch banks better
The Art of being a boss
Challenges New managers face
Building & Changing the staff you did not hire
Situational Leadership: Applying four proven leadership styles
How to Motivate Your Staff: Debunking common myths

BRANCH MANAGERS II
How to conduct an audit of your Competition, Managing Time, The 59 minute Meeting, & How to make effective Outside Sales Calls

Dial marketing: Monitoring service at your branch versus the competition
How to build a Team: The Five Steps
Managing Time: How to be more organized and efficient
How to multiply your effectiveness through Delegation
Successful staff meetings: The 59 minute meeting
Making effective outside calls: Tips and techniques
“Help” customers versus “Selling” your customers: Which is better?
How to overcome call reluctance
How to attain important information regarding current and potential customers
How to Create realistic sales goals
Case studies: Sales situations with team & group discussion
How to handle Stalls
How to Close the Sale: Helping customers to say “Yes.”

BRANCH MANAGERS III
Recruiting & retaining the best staff, employee education, managing problem employees, How to increase leads & referrals by staff

How to Find & Keep the best employees
How to: Interview and Selection skills
Employee education programs: What works, what does not?
Identifying the Learning styles of your staff
Employee dress codes/casual days
How to manage different Personality types
How to handle “problem” employees: Responsibility & accountability tools
How to Increase leads and referrals by staff
The difference between Selling & HELPING your customers
How to Identify Helping Opportunities
Professional Ways to present Suggestions
Words & Phrases to use in suggesting additional services
Cross Selling Check list: Dos & Don’ts
Option Banking: Creative ways to ASK for the business
How to handle the “busy” customers who resist suggestions

BRANCH MANAGER IV
The Branch Manager’s Goals & Objectives, Managing Change, Handling Stress, Serving Difficult Customers, Cyberspace Banking,
Upper Management proposals

Creating Realistic, Attainable goals/objectives for your branch
How to Manage effective Change at your branch location
Stress: Successfully handling the factors at your branch
Trends in job sharing & flex time in the banking industry
How to handle “difficult” customers/situations: Tips & techniques
Cyberspace banking: What impact is it having on branch banking?
The Future Branch Bank: What does it look like? More Sales, less transactions
How to make proposals to upper management: Techniques that work

SWAP SHOP: In addition to asking questions during the seminar, there will be formal opportunities to discuss, answer questions, and reflect upon any subject regarding branch management for which attendees require answers.

The VALUE of Certification:
v Getting your managers Certified is investing in the future of branch leaders
v Certification ensures your employees meet higher education & performance standards
v It permits employees to take greater responsibility to develop their own careers

Each part of this program is designed to stand alone. Branch personnel who attend all four sessions will be awarded a Branch Manager Certificate. This certification recognizes an employee’s commitment to improving their knowledge and rewards outstanding performance.

WHO should attend?
v Branch Managers
v Branch Supervisors
v Assistant Managers
v Training Coordinators

Meet the Speaker
Roger Morin is President of Morin & Associates, USA. A leading consulting & training firm for the financial services industry. A former international banker for the First National Bank of Chicago, Roger also worked as a director of human resources for a multi branch community bank on Chicago’s north side neighborhood.

Roger is Senior Faculty at the Keller Graduate School of Management MBA program at DeVry University where he regularly instructs: Leadership & Organizational Behavior, Strategic Staffing, Employee Training & Development, and Managing Organizational Change.

A former director of human resources and security for the Marriott Corporation, and former Midwest regional human resources manager for Burlington Air Express, Roger brings a wide range of business experience to his workshop participants. Roger has addressed executives at McDonald’s corporate headquarters in Oakbrook, Illinois, the National Opinion Research Center at the University of Chicago, Commonwealth Edison Company, the United States Post Office, Zebra Technologies, and The University of Chicago Hospitals.

Roger has addressed financial services leaders at the Lebanese American University at Byblos Lebanon, the Community Bankers of Georgia, the Center for Financial Training in Denver Colorado, the Michigan Bankers Association, the New Jersey League of Community Bankers, the Independent Bankers Association of New York State, the Community Bankers of Illinois, the Independent Community Bankers of Texas, the Community Bankers of Indiana the Community Bankers Association of Ohio, the Center for Financial training in Milwaukee Wisconsin, and the Florida Bankers Association.

Attention: There is a $19 daily self-parking fee for all events located at the FIBA training room, and a $5 daily self-parking fee for all events located at the Orlando Airport Marriott.

Seminar Schedule
8:00 a.m. - Registration
8:30 a.m. - Meeting
4:00 p.m. - Adjournment