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by Boris F. J. Collardi
Private Banking: Building a Culture of Excellence
Cover
Contents
Title
Copyright
Dedication
Preface
Acknowledgments
Chapter 1: A Framework for Excellence in Private Banking
Vision and Mission
Present Status
Where and How?
Processes, People, and Plans
Metrics
Conclusion
Chapter 2: What is Driving Private Banking?
An Industry in the Midst of Change
The Four Key Drivers
Conclusion
Notes
Chapter 3: Finding the Right Organisation and Operational Strategy
Organisational Forms and Trends
Private Banking Structures
Designing the Organisation
Conclusion
Notes
Chapter 4: Forces Shaping the Regulatory Environment
The Regulatory Environment
How Regulators and the Industry are Addressing Global and National Concerns
Conclusion
Note
Appendix: Some Key Regulatory Bodies and Legislation
Chapter 5: Putting Clients at the Centre
Making Sense of Client Diversity
Arguments for Segmentation
Current Segmentation Practices
Snapshot of Segmentation Criteria
Behavioural Segmentation
Attracting New Clients
Retaining Clients Over the Long Term
Conclusion
Notes
Chapter 6: Beyond Products—Offering Tailored Solutions
Crises as Catalysts
Has Volatility Become the New “Norm”?
The Role of Financial Services and Products in Wealth Creation
Adapting to a Changing Environment
Matching Client Needs to Products and Services
Conclusion
Notes
Appendix 1: Overview of the Most Common Financial Products
Appendix 2: Key Criteria in the Selection of Funds and Funds of Funds
Chapter 7: Why Brand Matters
The Origins of Branding
The Functions of a Brand
Why is Brand So Important in Private Banking?
How Premium Brands Thrive
Brand Building Requires Discipline and Consistency
Brands Have Personalities and “DNA”
Practical Challenges of Global Brand Building
Importance of Behavioural Branding
Alternative Brand Channels
Conclusion
Notes
Chapter 8: Delivering a Superior Client Experience
The Evolution of Client Experience
Inspiration From the Luxury Hotel Industry
The Mega-Trends Driving Client Experience
Understanding Client Experience
Phases of Client Experience
Creating “Delightful” Experiences
Creating a Client Experience Strategy
Conclusion
Notes
Chapter 9: Understanding Service Excellence
Service Excellence and the Internal Client
Defining the Internal Client
The Service Value Cycle
The Elusive Nature of Services
Sustainable Excellence
The Four Drivers of Service Excellence
Measuring Service Excellence
Conclusion
Notes
Chapter 10: Winning the War for Talent
Why the War Rages On
Why Talent is in Demand
Weapons to Win the War for Talent
Measuring Your Success: The HR Toolkit
Conclusion
Notes
Chapter 11: Defining and Growing Leadership and Culture
What Makes a Leader?
Conclusion
Notes
Chapter 12: Measuring and Managing Performance
Understanding Performance Measurement
The Evolution of Performance Management
From Models to Strategy to Metrics
The Performance Cycle
Dimensions of Performance Management
Defining the Metrics
Private Banking and Performance Measurement
Choosing What to Measure
Balanced Score Card: Soft Measures in Private Banking
Conclusion
Notes
Appendix: Key Performance Indicators
About the Author
Index
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