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fiogf49gjkf |
Calendar |
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Event Date > 12/2/2013
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[Click To View Event Flyer] |
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fiogf49gjkf |
Calendar |
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Event Date > 3/21/2014
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fiogf49gjkf0d
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Date/Duration
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March 20-21, 2014
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Venue
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Best Western The Island Hotel,
Opposite Bar Beach, Victoria Island, Lagos
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Time
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8.00 am
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Background
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How an organisation managers customer complaints is critical in
order to maintain a good reputation and to keep clients business. An
effective customer complaints management improves customers care,
satisfaction and complaints resolution. In Nigerias banking industry, failure
to properly manage complaints effectively, could cause more harm than good to
the institutions concerned, especially when such complaints impact negatively
on the banks reputation and integrity.
Experience from the Bankers Committee Sub-committee on Ethics
and Professionalism has shown that some of the complaints from bank customers
and consumers could be professionally managed at the front desk level to save
the bank from the risks and losses they may be exposed to.
This workshop is targeted at instilling the culture of
excellence in the management of consumer complaints in organisations in order
to save the system from risks/losses and rebuild/restore soundness in the
economy.
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Learning Outcomes
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At
the end of the workshop, participants would be expected to:
Recognize the skills and qualities needed to manage customer complaints
effectively
Establish skills in building rapport
and engaging with the customer
Demonstrate
empathy whilst maintaining control of the conversation
Establish the customers needs through questions and listening
Diffuse difficult customers emotional responses
Resolve
typical work based complaints effectively
Know
the role of feedback in the complaints management system
Appreciate
the role of Ethics, Professionalism and Corporate Governance in the customer
complaints process.
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Contents
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Identifying the sources and types of Consumer Complaints in
Nigerian Banks and Nipping them in the Bud.
Complaints as a Healthy Tool for Organisational Growth and
Development.
Managing Consumer Complaints in Electronic Banking Platform and Achieving
Customers Satisfaction.
The Platinum Rule: Handling and Satisfying Difficult Customers.
Understanding and Managing Complaints Outcomes and Creating the
Feedback Loop
Alternative Dispute Resolution (ADR) as a Tool in Resolving
Customer Complaints.
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Who Should Attend
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Staff
of Central Bank of Nigeria, Nigerian Deposit Insurance
Staff
of Development Bank
Staff
of Inspection and Compliance Departments of Banks
Staff
of Operations, Sales and Marketing Departments of Banks
Front
Desk Officers of Banks and other organisations
Staff of Corporate Services Departments of Banks
Staff
of Human Resources, Customer Services and Relationship Departments of Banks
and other organisations
Staff
of Learning Academy of Banks
Staff
of Customer Care Unit, etc.
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Fee
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N105,750.00 (One Hundred and Five Thousand, Seven Hundred and
Fifty Naira) only per participant (covers VAT, Workshop Materials,
Tea/Coffee, Snacks and Group Lunch only)
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Mode of Payment
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Certified
bank cheque/bank drafts should be drawn in favour of The Chartered Institute
of Bankers of Nigeria or e-payment to First Bank Plc. (Acct. No. 2000607939
Sort Code 011152439).
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Enquiries
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Pat 08101061334
Rufus 08023251283
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Event Registration [Click here to register for this event] |
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[Click To View Event Flyer] |
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fiogf49gjkf |
Calendar |
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Event Date > 4/15/2014
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fiogf49gjkf0d
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Date/Duration
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April 15-16, 2014
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Venue
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Reiz Continental Hotel, Plot 779, Cadastral Zone AO,
Central Area, Abuja
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Time
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9.00 am
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Background
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Money
Laundering, a damaging aspect of corruption is a very serious problem in a
lot of countries. The laundering process allows perpetrators of financial
fraud, drug traffickers, terrorists, warlords and other criminal enterprise
to perpetuate and live lavishly from illegal activities
The
criminals choice of money laundering vehicles is only limited by his or her
creativity thus making it not only a law enforcement problem but a serious
national and international security threat as well.
This Workshop is therefore designed to provide participants with the most
current anti-money laundering information, latest technology and regulatory
changes and the best time-saving tool to tackle all anti-money laundering
issues.
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Learning Outcomes
|
At the end of the workshop, participants would be expected
to:
Discuss the
Roles and Responsibilities of Government, Regulatory and Law Enforcement
Authorities in preventing Money Laundering.
Understand the implications and penalties for non-compliance with Anti-Money
Laundering Legislations
Understand how virtual networks are used to move illicit funds globally.
Set up compliant and cost effective Anti-money Laundering System.
Understand
Customer Due Diligence Requirements
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Contents
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Anti-Money
Laundering Legislation in Nigeria, New Regulations and Guidance Notes: An
Overview
Kidnapping and other Terrorist Activities and Money Laundering: Establishing
the Nexus and Managing the Challenges.
Preparing for the Next Generation of Money Launderers: Mitigating Threats
posed by m-payment and e-money.
Customer Due Diligence (CDD) and the Risk-Based Approach to Anti-Money
Laundering.
New International Initiatives in Combating Money Laundering.
Rendition of Returns and Maintenance of Information under Anti-Money
Laundering
Designing Effective Internal Systems and Procedures for
Controlling Money Laundering.
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Who Should Attend
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Compliance/Money
Laundering Reporting Officers
Branch/Relationship
Managers of Banks and other Financial Institutions
Government
Regulators
Compliance
Officers of the Nigeria Customs Service
Chief
Inspectors/Heads of Compliance Units of Banks
Heads
of Banking Operations
Internal
Auditors assuming responsibilities for Money Laundering/Financial Crimes
Issues
Bank
Examiners
Lawyers
Financial
Crimes Experts
Law
Enforcement Agencies
Estate
Agents/Mortgage Officials
Risk
Mitigation Officers
Securities
Brokers/Dealers
Investment
Advisers
Officials
of Credit, Debit & Pre-paid Card Companies
Hoteliers
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Faculty
|
A
Team of competent and seasoned experts has been assembled to lead discussions
during the Workshop.
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Fee
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N125,750.00per
participant (covers VAT, Workshop Materials, Tea/Coffee, Snacks
and Group Lunch only)
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Mode of Payment
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Bank
cheque/draft drawn in favour of The Chartered Institute of Bankers of
Nigeria or e-payment to Guaranty Trust Bank Plc (Account Number:
0000845015, Sort Code: 058152010
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Enquiries
|
Maria
08023903646 marianwagboso-kalu@cibng.org
Richard
08032170275 richardayika@cibng.org
Office Line 08025530890
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Event Registration [Click here to register for this event] |
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[Click To View Event Flyer] |
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fiogf49gjkf |
Calendar |
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Event Date > 6/9/2014
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Invitation to Bank Customers Summit |
Calendar |
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Event Date > 6/19/2014
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fiogf49gjkf0d We
are pleased to invite you to 2014 Bank Customers Summit organised by Bank Customers
Association of Nigeria (BCAN). The Summit has as its theme “Value Based
Banking: Banks and their Customers”
and is scheduled as follows:
Date: Thursday, June 19, 2014
Time: 10:00 a.m.
Venue: Oramiyan Hall
Lagos Airport Hotel, Ikeja – Lagos
This maiden Summit is one of BCAN’s
efforts at creating awareness on issues of serious concerns in the banking
sector with a view to finding viable solutions. It is also aimed at restoring
and promoting value based banking by all stakeholders in the interest of providers
and consumers of banking products and services as well as ensuring stability,
sustainability, growth and the development of the Nigerian banking sector and
the economy.
While we count on your usual co-operation, we look
forward to receiving you at the venue of the Summit.
Thank
you.
Yours
sincerely
For: Bank Customers Association of
Nigeria
Onyema
Okoroh (Mr.) Bukunola Osindero (Mrs.)
General Secretary Chairman,
Organising Committee
Tel: 0802 223 8702, E-mail:yemaog@yahoo.com Tel: 0802 323 3035, E-mail:tutbuks@yahoo.com |
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fiogf49gjkf |
Calendar |
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Event Date > 7/16/2014
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fiogf49gjkf0d
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The Chartered Institute of Bankers of
Nigeria in collaboration with Imo State Branch of the Institute
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Date/Duration
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July 16-17, 2014
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Venue
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City
Global Hotel, Owerri, Imo State
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Time
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9.00 a.m.
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|
Background
|
How an organisation manages customer complaints is critical in
order to maintain a good reputation and to keep client’s business. An
effective customer complaints management improves customers’
care, satisfaction and complaints resolution. In
Nigerias banking industry,
failure to properly manage complaints effectively, could cause more harm
than good to
the institutions concerned, especially when such complaints impact negatively on
the banks reputation and
integrity.
Experience from the Bankers Committee Sub-committee on Ethics
and Professionalism has shown that some of the complaints f r o m b a n k
c u s t o m e r s a n d
Consumers could be professionally managed at the front desk
level to save the bank from the risks and losses they may be exposed to.
This workshop is targeted at instilling the culture of excellence
in the m a n a g e m e n t o f
c o n s u m e r complaints in organisations in order to save the system from
risks/losses and rebuild/restore soundness in the economy..
|
|
Learning Outcomes
|
At the end of the workshop,
participants would be expected to:
Recognize the skills and qualities needed to manage customer complaints
effectively
Establish skills in building rapport
and engaging with the customer
Demonstrate empathy whilst
maintaining control of the conversation
Establish the customers needs through questions and listening
Diffuse difficult customers emotional responses
Resolve typical work based
complaints effectively
Know the role of feedback in
the complaints management system
Appreciate the role of Ethics,
Professionalism and Corporate Governance in the customer complaints process.
|
|
Contents
|
Identifying the sources and types of Consumer Complaints in
Nigerian Banks and Nipping them in the Bud.
Complaints as a Healthy Tool for Organisational Growth and
Development.
Managing Consumer Complaints in Electronic Banking Platform and Achieving
Customers Satisfaction.
The Platinum Rule: Handling and Satisfying Difficult Customers.
Understanding and Managing Complaints Outcomes and Creating the
Feedback Loop
Alternative Dispute Resolution (ADR) as a Tool in Resolving
Customer Complaints.
|
|
Who Should Attend
|
Staff of Central Bank of
Nigeria, Nigerian Deposit Insurance
Staff of Development Bank
Staff of Inspection and
Compliance Departments of Banks
Staff of Operations, Sales and
Marketing Departments of Banks
Front Desk Officers of Banks
and other organisations
Staff of Corporate Services Departments of Banks
Staff of Human Resources,
Customer Services and Relationship Departments of Banks and other
organisations
Staff of Learning Academy of
Banks
Staff of Customer Care Unit,
etc.
|
|
Fee
|
N80,750.00
(Eigthy Thousand, Seven Hundred and Fifty Naira) only per participant (covers
VAT, Workshop Materials, Tea/Coffee, Snacks and Group Lunch only)
|
|
Mode of Payment
|
Certified bank cheque/bank
drafts should be drawn in favour of The Chartered Institute of Bankers of Nigeria
or e-payment to First Bank Plc. (Acct. No. 2000607939 Sort Code 011152439).
|
|
Enquiries
|
Pat 08101061334
Rufus 08023251283
Dr.
(Mrs) Anyanwu 08061110306
|
|
|
|
|
|
|
| |
Event Registration [Click here to register for this event] |
| |
[Click To View Event Flyer] |
|
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Annual Seminar on Promoting Gender Economic Inclusion |
Calendar |
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Event Date > 9/9/2014
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SPECIAL INVITATION TO ATTEND 2ND ANNUAL
SEMINAR ON PROMOTING GENDER ECONOMIC INCLUSION IN THE NIGERIAN FINANCIAL
SERVICES INDUSTRY We are pleased to invite you to attend the above named seminar
scheduled to hold as follows:
· DATE: September 9, 2014 VENUE: Canton Concourse Training Centre 12, Landbridge Avenue Oniru Estate, Victoria Island, Lagos
TIME: 8:00 a.m
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fiogf49gjkf |
Calendar |
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Event Date > 12/31/2014
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fiogf49gjkf0d WELCOME ADDRESS DELIVERED BY OTUNBA (MRS.) ’DEBOLA OSIBOGUN,
FCIB, PRESIDENT/CHAIRMAN OF COUNCIL, THE CHARTERED INSTITUTE OF BANKERS OF
NIGERIA AT THE 2014 ANNUAL INVESTITURE OF THE CHARTERED INSTITUTE OF BANKERS OF
NIGERIA, HELD AT THE FEDERAL PALACE HOTEL, AHMADU BELLO WAY ON OCTOBER 18, 2014
Making Nigeria a Major Destination for Foreign Direct
Investment by Mr. Dick Kramer, Chairman, African Capital Alliance at the 2014
CIBN Fellowship Investiture. Please click here to view the photo gallery |
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fiogf49gjkf |
Calendar |
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Event Date > 2/10/2015
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The Chartered Institute of
Bankers of Nigeria presents Workshop on Lending in an Uncertain Economy
Venue: Sheraton Ikeja Hotel, Ikeja
Date: February 10 – 11, 2015
Fees: ₦75,000.00 per participant
For nominations or further enquiries, please
contact:
Pat (08101061334) Ezele (08092194010)
All correspondence to:
The Registrar/Chief Executive
The Chartered Institute of Bankers of Nigeria
PC 19 Adeola Hopewell Street
Victoria Island, Lagos
Tel: 01-6310045-7, 4611842, 4617924
E-mail : cibn@cibng.org , training@cibng.org,
You can also follow us
on Facebook and Twitter. |
|
|
| |
Event Registration [Click here to register for this event] |
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fiogf49gjkf |
Calendar |
|
| |
Event Date > 3/4/2015
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fiogf49gjkf0d
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Title
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A Breakfast
Session on 2015 Economic Outlook: Talent Management issues in the Financial
Services Sector
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Date/Duration
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March 4, 2015
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Venue
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Ijewere Hall, Bankers House, PC 19, Adeola Hopewell Street, Victoria Island,
Lagos
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Time
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8.00 a.m. – 11.30 a.m.
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|
Synopsis
|
The banking sector in Nigeria has been largely resilient
to the crisis of 2008-09 and is ahead in terms of prudential norms which
enabled the Nigerian banks to weather the crisis.
However, the current economic outlook portends a critical
challenge for human capital management in the sector. There is need to
consistently attract, develop, retain and deploy human resources with the
right aptitude and skill sets and make them adaptive to the current tight
regulations that may put pressure on banks profit margin.
This Session will therefore examine the implications of
these in relation to managing talents to take advantage of all the
opportunities and mitigate the emerging human capital threats in an effective
and efficient manner for business sustainability
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Lead Discussant
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Dr.
Franca Ovadje: Director,
Centre for Research in Leadership and Ethics, LBS/PAU
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Panelist
|
Ř Mrs.
Toluwaaleke Adenmoosun: Managing
Director, Financial Services Nigeria Accenture
Ř Dr. Biodun Adedipe: Chief Consultant, B.A Adedipe Associates Limited
Ř Ms. Chizoba Mojekwu: Director
of Human Resources, Central Bank of Nigeria, CBN
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Moderator
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Mr.
Victor Famuyibo, FCIPMN: President/Chairman
of Council
Chartered Institute of Personnel Management of Nigeria
|
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Fee/Delegate
|
N30,000.00
(Light Refreshment)
|
|
Contact
|
• Muideen Isiaka
Email: muideenisiaka@cibng.org,
Tel: +234 703 070 8367
• Odunayo Adebayo
Email: odunayo@cibng.org,
Tel: +234 706 870 0050
• Carecentre:
014610655
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Event Registration [Click here to register for this event] |
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|
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