PowerPoint Presentation

[Audio] "Welcome to our internal business presentation. Our team has embarked on an important journey – to become trusted advisors in the world of banking. Our goal is to transition from transactional to relational banking expertise, and we are eager to update you on our progress and share our strategies. Our theme for this journey is "Becoming Trusted Advisors", which embodies our vision of fostering strong relationships with our clients where they trust us as their go-to advisors for all their banking needs. This not only benefits our clients, but also enhances our reputation as a trusted and reliable banking institution. As we move forward, it is crucial for us to reflect on the impact of our coaching journey. By investing in our team's growth and development, we have acquired the necessary skills and knowledge to become true experts in the banking industry. We have gained valuable insights and techniques that allow us to build relationships with our clients, understand their needs, and provide them with tailored solutions. So who are the members of this successful team? Cohort 6 Group 5 consists of five talented individuals – Humphrey Wangwe, our captain and leader on this journey, Simon Gichuhi Mwangi, Pauline Karanja, Samwel Kitavi, and Peter Ndege. Together, we are dedicated to our goal of becoming trusted advisors in the world of banking. As we continue to grow and evolve, we are committed to our goal of becoming trusted advisors. We believe that our efforts will not only benefit our team, but also our clients and the banking industry as a whole. We appreciate your attendance and look forward to sharing more of our journey with you..

[Audio] Slide 2 of our internal business presentation focuses on our team's journey towards becoming trusted advisors in a transition from transactional to relational banking expertise. Our group coaching objective is to build trust and provide advisory services for our customers through investments in our people, processes, and technology. "Best Bang for the Buck" initiatives, centered on transparent client communication and trust-based key performance indicators, have been implemented. These initiatives align with our belief in incorporating AI RM assistant for better client alignment. Our journey aligns with the mission and DNA of NCBA, with key learning focused on deepening customer relationships through active listening, personalized solutions, and proactive service. We recognize the importance of emotional intelligence and effective communication in our collaborations with clients, and aim to enhance customer interactions and drive business growth through digital tools. As we continue to evolve and improve, we are confident in our efforts leading us towards becoming the go-to advisory and trusted partner for our customers. We appreciate your attention on slide 2 and look forward to sharing more insights in the following slides..

[Audio] Each team member should set personal development goals to become trusted advisors and transition from transactional to relational banking expertise. These goals can help us excel in our roles and contribute to the overall success of our team. Some potential goals include upskilling in AI-powered relationship management tools and data analytics platforms to better understand clients' needs and provide tailored solutions. Demonstrating ownership and integrity in every interaction can strengthen long-term relationships and position us as trusted advisors. Providing proactive and strategic recommendations to clients shows our investment in their success and aligns with NCBA's mission and RM DNA. Deepening customer relationships through active listening, personalized solutions, and proactive service showcases our emotional intelligence and communication skills. We can also take the initiative to lead or contribute to process improvement initiatives that benefit both clients and our team's success. It is important to continuously work on self-leadership and personal branding in order to become even stronger advisors to our clients. Let's collaborate and work together to achieve our personal development goals and contribute to the success of our team.".

[Audio] This is slide number four of our Internal Business Presentation. Our team has been working towards becoming trusted advisors and transitioning from a transactional to a relational approach in our banking expertise. Initially, our engagements were focused primarily on transactions and lacked a relational aspect. We were not fully aware of how our personalities can impact our interactions and how we can utilize them in our business. Personal branding was also an area where we lacked awareness. We have been focusing on trust and advisory in order to overcome these challenges and improve as a group. We recognize that trust is essential for effective advisory, and our goal is for our relationship managers to be the go-to for financial advice for our clients. Our core values of integrity, confidentiality, and genuine client-centricity, along with our deep knowledge and proactive communication, are the foundation of this trust. These elements will help us build and maintain strong relationships with our clients. Our current focus on transactional banking is evident in our low Product Per Customer ratio of 1.5, when our target is 3. This indicates the need for us to shift towards a more advisory approach. However, we face challenges in making this transition, such as sales-driven KPIs, digital distance, and compliance anxiety, which all contribute to reinforcing a transactional behavior. This highlights a systemic issue of prioritizing transaction volume over the quality of relationships. As we continue our journey towards becoming trusted advisors, it is important to keep these challenges in mind and work towards finding solutions that will allow us to provide the best possible service to our clients. Please keep these points in mind as we continue with the rest of our presentation..

[Audio] To become trusted advisors, it is important for our team to prioritize our focus areas, as highlighted on slide number 5. This includes investing in our people, processes, and technology. We must provide comprehensive training on active listening and consultative skills to better understand our clients' needs and offer relevant solutions. Redefining roles by incorporating trust and advocacy metrics into performance indicators will shift our focus away from strictly sales targets. In terms of processes and technology, it is crucial that we fully adopt and utilize a CRM system for a complete view of our clients. This will give us a deeper understanding of their financial needs. Additionally, we should invest in digital tools such as account visibility, proactive alerts, cross-functional collaboration, and life event tracking, to deliver timely and relevant solutions. Rebuilding trust is also a priority, which involves being transparent with our advice and fees, using AI technology to automate tasks, and establishing a client feedback loop. Let's set measurable goals for the next 90-120 days, such as improving our NPS score from 80 to 90, increasing cross-selling and upselling by 30%, and ensuring that all assigned portfolios have an account plan. Our ultimate goal is to become trusted advisors and transition from transactional to relational banking expertise. With determination and focus, let's continue our journey..

[Audio] We are currently on slide number 6 out of 9, where we will be discussing the key priority actions and learning activities for our team's journey to becoming trusted advisors. The banking industry is constantly evolving, and in order to stay competitive and retain our customer base, it is crucial that we shift our focus from transactional to relational banking expertise. This means building strong and long-lasting relationships with our customers, rather than simply completing transactions. Our team has identified key priority actions and learning activities that we will be implementing. These include creating an unmatched customer experience, going beyond traditional KYC processes, and deepening our understanding of our customers. We will also focus on becoming trusted advisors and making every interaction a moment to delight our customers. Additionally, we will prioritize reliability and responsiveness, ensuring that we are always there for our customers and meeting their needs. Finally, we will work on building our personal brands as the relationship managers of the future, establishing ourselves as trusted and knowledgeable advisors in the eyes of our customers. These actions and learning activities will not only benefit our customers, but also our team as we transition to a more customer-centric and relationship-driven approach. We are excited to see the positive outcomes and growth that will come from this shift. Let's continue working together to become trusted advisors for our customers and ensure their satisfaction at every touchpoint..

[Audio] Slide 7: The RM DNA Programme has had a significant impact on our team and individual growth as we strive to become trusted advisors. Through coursework and coaching, we have developed key skills and habits of excellence that have led to our transformation. Our defining moment has been realizing the importance of creating an unmatched customer experience through genuine connections with our clients, going beyond the standard KYC requirements. By becoming trusted advisors, we are able to fully support our customers. Our coaching sessions have played a crucial role in providing measurable outcomes and improving client satisfaction and relationships. As we continue to embody the RM DNA, our plan is to sustain the habits of excellence that we have embraced. This includes embedding excellence in our daily practices, maintaining open communication and strong relationships with our clients, and committing to feedback. We must also be proactive and continuously engage with our clients, rather than procrastinating when it comes to customer issues. Our constant strive for excellence will ensure that our NPS remains on target and our progress as trusted advisors is sustained. The journey to becoming NCBA Universal RMs has been challenging yet rewarding. Let us continue to build on our personal brands as RMs of the future and make every touchpoint with our customers a moment to delight. Remember, we are not just bankers, but trusted advisors dedicated to providing an unmatched customer experience..

[Audio] It is important to track our progress as trusted advisors by monitoring key performance metrics. Slide 8 shows a table displaying our most improved metrics, including an increase in our Net Promoter Score (NPS). This reflects the satisfaction and trust our clients have in our team. Our 100% customer engagement also demonstrates strong relationships with our clients, crucial for building a loyal customer base. Our cross-selling and upselling have also increased by 30%, indicating our ability to identify and meet our clients' needs. These improvements are a result of our shift from transactional to relational banking expertise, focusing on understanding our clients' unique financial goals. Let's continue to strive for excellence in these metrics and build strong relationships with our clients. This will lead to success as a team and positively impact the lives of our customers..

[Audio] As we reach the final slide of our presentation, we would like to acknowledge the key individuals and institutions that have been integral in our journey. We extend our heartfelt thanks and sincere gratitude to the Almighty God for blessing us with the gift of life and good health. Without His guidance and protection, we would not have been able to achieve this milestone. We also express our sincere appreciation to our employer for their unwavering support and sponsorship throughout this journey. Their trust and belief in our team have been a driving force in our success. The invaluable insights and training provided by the Faculty of Strathmore University Business have played a vital role in shaping our skills and equipping us with the necessary knowledge to become trusted advisors. We are forever grateful for their contribution to our growth and development. Additionally, we would like to extend our special thanks to our coach for his dedication and guidance. His unwavering commitment to ensuring that we have been able to apply everything we have learned in this project has been truly invaluable. We could not have achieved this without his support and guidance. Finally, we thank everyone who has supported us in one way or another on this journey. Each and every one of you has played a significant role in our success, and for that, we are deeply grateful. As we come to the end of our presentation, we would like to thank our audience for their time and attention. We hope that our insights have been valuable and we look forward to continuing our journey as trusted advisors in the world of banking. Thank you and may the Almighty God bless you all..