Private Banking: Building a Culture of Excellence

Since private banking is a long–term industry, winning and keeping clients for a long time is key. Written by an expert in the field, World Class Private Banking presents a structured approach on how to get ahead in the private banking industry. This practical guidebook includes a detailed overview, including examples and a checklist, of private banking. This book also explores the recent changes in the private banking industries due to the new demands of the wealthy. This hands–on text provides the fundamentals to build a successful world–class bank.

Spis treści:
Preface
Acknowledgements
Introduction
Objectives
This book is a guide to Private Banking excellence. It presents the best–in–class Private Banking Strategy and provides different key building blocks with delivers practical insights into the optimal business model.
Creating the Best Private Bank in the World
A. Strategic Model and Elements of the Strategy
1. Markets and Industry
     i. Where do we stand today
     ii. Reorganisation of the Industry
         1. Business Model
         2. Clients
     iii. Challenges ahead
         1. Clients
         2. Tightening Regulatory Environment
         3. Increasing Competition
         4. Economics
2. The Framework
     i. Choosing who you want to be (what Bank do you want to be?)
     ii. Mission, vision and aspirations
     iii. Assessment of the current sit uation
     iv. Where to compete & how to compete
     v. Action plan 
     vi. Enablers & Processes
     vii. Targets & KPIs
3. Brand 
     i. Why is brand important
     ii. Functions of a brand
     iii. How do luxury brands thrive
     iv. Brand building
     v. Brand DNA
     vi. Practical challenges
     vii. Behavioural branding
     viii. Alternative Brand challenges
4. Clients
     i. Introduction 
     ii. Arguments for Segmentation
     iii. Current Segmentation Practices
          1. Level of wealth 
          2. Geographic origin
          3. Source of wealth
          4. Behavioural Segmentation
     iv. Keeping the big picture
     v. Acquiring Clients
     vi. Client Retention
     vii. Outlook & Conclusion
5. Product & Services
     i. Description of products & Services
          1. Introduction
          2. Brief history of banking products
          3. Recent product development 
          4 . Current banking products
          5. Trends in product allocation
          6. Competitors offering and classification
          7. The portfolio level
          8. The advisory process
     ii. Matching products to client segments
          1. Foundational products and services
          2. Mainstream products
          3. Key competence services / products
          4. Mapping of client segment to products & services
          5. Conclusion & Outlook
          6. Regulatory environment
     i. How regulations evolve
          1. National vs. international interests
          2. Threats & enablers
          3. Waves vs. cycles of regulatory pressure
     ii. Regulatory Bodies & Initiatives
          1. International level
          2. Regional and national level
     iii. Risk Framework
B. The Operating Model
7. Key Organisational Elements
     i. The three pillar organisation
          1. Finance Functions & tools
           2. Legal & Compliance
          3. Marketing, PR & Communication
               a. Advertising
               b. PR
               c. Internet/Intranet
          4. IT and Operations
          5. Management
     ii. Front Office
     iii. Products
     iv. Other Support Functions
8. Client Experience 
     i. Introduction to Client Experience
          1. What is a Client Experience
          2. Trends driving Client Experience
     ii. Understanding Client Experience
          1. Client Experience origins in technology
          2. Client Experience origins in social and political changes
          3. Phases of Client Experience
          4. Delightful and satisfactory experiences
     iii. Creating a Client Experience Strategy 
          1. Touch points
          2. The client corridor
          3. Client Experience is a Board commitment
     iv. Conclusion and Checklist
9. Service Excellence
     i. Understanding Service Excellence
          1. Introduction
          2. The internal client
          3. The service value cycle
          4. The elusive nature of services
          5. Sustainable excellence
     ii. Managing the Drivers of Service Excellence
          1. The four drivers of Service Excellence
               a. Employees
               b. Culture 
               c. Tools
               d. Processes
     iii. Measuring Service Excellence
          1. The Gaps Model
          2. SERVQUAL in use in Private Banking
     iv. Conclusion & Checklist
10. Operational Excellence
     i. Booking Platform
     ii. Booking Centre
     iii. Premises location
     iv. Touch points
     v. Execution 
     vi. Conclusion & Checklist
11. War for Talents
     i. Why we have a war for talents
       ;    1. Reasons for the war for talents
     ii. Weapons to win the war
          1. The employee needs proposition
          2. Sourcing Talents
          3. Supporting & developing Talents
          4. Termination and Retirement
     iii. The HR Toolbox
12. Culture & Leadership
               a. Management vs. Leadership
               b. Dimensions of Culture
               c. Aspects of Leadership
13. Performance Management
     i. What are the relevant KPIs
     ii. How to arrange them
     iii. How to read and react
14. The first 100 days plan
Appendices
Glossary of Terms
Bibliography
Index