23 - 24 January, 2018
The Fullerton Hotel Singapore

Ibrahim Gailani

Head of Branch Transformation
Oman Arab Bank

1:40 PM Success and Failures – Lessons from the Three-Year Transformative Journey of Oman Arab Bank Branches

Changing market dynamics and fluctuating oil prices in the country have driven OAB to reassess its business model. The bank is now expanding its retail services through 65 branches. In the past three years, Ibrahim has been leading the transformation of the physical branches, from layout redesign to furniture selection, from FusionBanking Essence to Smart ATMs. The newly opened and upgraded branches will deliver a consistent banking experience across all channels - helping the bank to attract new customers as well as retain and grow its existing client base. Corporate and retail customers will benefit from consolidated account statements across their whole portfolio and tailored offerings from the bank. The branch has seen the introduction of a meet and greet facility with streamlined queuing system, video walls for bank news, private customer service spaces with multimedia screens for a more personal interaction, together with digital signature pads and ID Card readers within the advisory station design. Each new look branch has a separate ‘Elite’ reception, lounge and Elite Relationship Manager office to give premium customers an elegant and private experience that is memorable. The branch transformation combines elements of design, form and function and aims to elevate the customer experience leading to better service.

9:00 AM Workshop A: Branch Transformation 101: Design the Banking Retail Service Transformation Process Step by Step

Technology is rapidly changing the way consumers interact with financial institutions. Data show that the same consumers who embrace the convenience of online and mobile banking still visit the branch—just not as often. To meet changing client needs, branches must provide a more customer-centric experience. At the same time branch transformation must also take the organization's needs into account as well—allowing for cost reductions to support new initiatives, continued growth, and profitability. The branch is not going away, but how business gets done there is changing. When branches shift their focus from time-consuming transactions, they are able to reallocate resources to consultative services that better support customers and generate revenue.In this workshop, you will learn:
• Three steps to help define your strategy to create a more meaningful branch experience
• How technology can streamline basic branch functions—e.g. deposit processing—to free up staff time for more valuable interactions
• How self-service coin machines in the lobby can improve staff efficiency and increase branch traffic

Check out the incredible speaker line-up to see who will be joining Ibrahim.

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