Effective Banking Operations Course

This course is designed to equip banking professionals with the practical knowledge, operational skills and management competencies required for efficient, secure, compliant and customer-focused banking operations.

The programme will focus on the Nigerian banking environment, applicable Central Bank of Nigeria (CBN) regulations, operational controls, technology and international banking best practices.

Learning objectives

At the end of the training, participants should be able to:

• Explain the structure and functions of modern banking operations.
• Manage daily banking transactions efficiently and accurately.
• Apply appropriate internal controls to banking activities.
• Handle regulatory and compliance requirements.
• Identify and minimise operational risks and fraud.
• Improve customer service and operational efficiency.
• Understake electronic banking and payment systems.
• Strengthen reconciliation, reporting and operational monitoring.
• Improve the accuracy and efficiency of banking transactions.
• Strengthen operational controls and accountability.
• Reduce operational errors and fraud exposure.
• Improve reconciliation and exception management.
• Enhance regulatory compliance.
• Improve customer satisfaction and service delivery.
• Identify operational weaknesses and recommend corrective measures.

Course Contents

Module 1: Introduction to Banking Operations

• Meaning, nature and scope of banking operations.
• Structure and organisation of banking institutions.
• Functions of banking operations departments.
• Roles and responsibilities of banking operations personnel.
• Front-office, middle-office and back-office operations.
• Relationship between operations, finance, risk and compliance.
• Principles of effective banking operations.

Module 2: Deposit and Account Management

• Opening and management of bank accounts.
• Types of bank accounts and their operational requirements.
• Customer identification and documentation.
• Know Your Customer (KYC) requirements.
• Account mandates and authorised signatories.
• Dormant and inactive accounts.
• Account restrictions, freezing and closure.
• Customer data protection and confidentiality.

Module 3: Cash Management and Teller Operations

• Cash receipt and payment procedures.
• Cash counting and verification techniques.
• Cash balancing and end-of-day procedures.
• Cash shortages and excesses.
• Management of counterfeit currency.
• Vault management and cash security.
• Cash limits and approval procedures.
• Cash management controls and accountability.

Module 4: Cheque and Clearing Operations

• Introduction to cheque operations.
• Types of cheques and their features.
• Cheque processing procedures.
• Cheque clearing and settlement.
• Returned and dishonoured cheques.
• Stop-payment instructions.
• Electronic cheque processing.
• Common cheque frauds and preventive measures.

Module 5: Electronic Banking and Payment Systems

• Introduction to electronic banking.
• Internet and mobile banking operations.
• Automated Teller Machines (ATMs).
• Point of Sale (POS) transactions.
• Electronic funds transfers.
• Real-time gross settlement systems.
• Nigeria's interbank payment systems and NIBSS.
• Transaction reversals and failed transfers.
• Payment processing, settlement and reconciliation.
• Electronic banking fraud and security controls.

Module 6: Credit and Loan Administration Operations

• Loan application and documentation procedures.
• Credit appraisal and approval processes.
• Loan disbursement procedures.
• Collateral documentation and management.
• Loan monitoring and repayment administration.
• Interest computation and account postings.
• Non-performing loans and recovery procedures.
• Loan restructuring and rescheduling.
• Credit administration controls.

Module 7: Foreign Exchange and International Banking Operations

• Introduction to foreign exchange operations.
• Foreign currency accounts.
• Foreign exchange transactions and documentation.
• International funds transfers.
• Letters of credit.
• Bills for collection.
• Import and export documentation.
• Foreign exchange reconciliation.
• Trade finance operational risks.
• Applicable foreign exchange regulations.

Module 8: Banking Reconciliation and Settlement

• Meaning and importance of reconciliation.
• Bank statement reconciliation.
• General ledger reconciliation.
• Inter-branch account reconciliation.
• ATM and POS reconciliation.
• Electronic transfer reconciliation.
• Suspense accounts and outstanding entries.
• Identification and investigation of discrepancies.
• Resolution of unreconciled items.
• Reconciliation reporting and supervisory review.

Module 9: Internal Controls and Operational Risk Management

• Understanding internal control systems in banks.
• Segregation of duties.
• Maker-checker principles.
• Authorisation and approval controls.
• Transaction limits and access controls.
• Operational risk identification and assessment.
• Fraud prevention and detection.
• Incident reporting and escalation.
• Business continuity and disaster recovery.
• Operational loss monitoring.

Module 10: Banking Compliance and Regulatory Requirements

• Regulatory framework governing Nigerian banking operations.
• Roles of the Central Bank of Nigeria.
• Relevant CBN prudential and operational requirements.
• Anti-Money Laundering (AML) controls.
• Counter-Terrorism Financing (CTF).
• Customer Due Diligence and enhanced due diligence.
• Suspicious transaction identification and reporting.
• Financial reporting and regulatory returns.
• Data protection and customer confidentiality.
• Consumer protection and fair treatment of customers.

Module 11: Customer Service and Complaint Management

• Principles of effective banking customer service.
• Managing customer expectations.
• Handling customer complaints and disputes.
• Resolution of failed electronic transactions.
• Unexplained charges and disputed interest.
• Customer communication and relationship management.
• Service quality and performance standards.
• Customer protection and ethical banking practices.

Module 12: Technology, Automation and Digital Transformation

• Core banking application systems.
• Banking information management systems.
• Automation of banking operations.
• Cybersecurity in banking operations.
• Access management and user privileges.
• Data integrity and transaction security.
• Artificial intelligence in banking operations.
• Digital banking innovations.
• Technology risks and controls.

Module 13: Banking Operations Reporting and Performance Management

• Preparation of daily operational reports.
• Transaction monitoring and exception reporting.
• Management information systems.
• Operational performance indicators.
• Turnaround time and service delivery measurement.
• Monitoring operational errors and losses.
• Operational efficiency assessment.
• Reporting to management and regulators.

Module 14: Practical Exercises and Case Studies

• Investigation of an unexplained debit in a customer's account.
• Resolving a failed electronic funds transfer.
• Identifying irregularities in teller operations.
• Investigating unreconciled suspense account balances.
• Identifying weaknesses in loan administration.
• Detecting suspicious banking transactions.
• Reviewing operational control failures.
• Developing an operational improvement action plan.
• Target participants
• Bank operations officers.
• Branch operations managers.
• Banking supervisors.
• Customer service officers.
• Cashiers and tellers.
• Account officers.
• Credit administration officers.
• Internal auditors.
• Compliance officers.
• Risk management professionals.
• Microfinance bank personnel.
• Fintech operations personnel.

Practical training exercises

To include these five exercises:

• Account Operations: Investigating unexplained debits and customer account discrepancies.
• Cash Operations: Identifying cash shortages and weaknesses in teller controls.
• Electronic Banking: Investigating failed transfers and transaction reversals.
• Reconciliation: Resolving outstanding differences in bank and suspense accounts.
• Internal Controls: Assessing weaknesses in a bank branch's operational control system.

Course Booking

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