CREATING THE BEST WEALTH MANAGERS CLIENT MANAGEMENT SKILLS SERIES: HOW TO DELIVER A SUPERIOR CLIENT EXPERIENCE AND UNDERSTAND SERVICE EXCELLENCE Monday, 13 October 2014, 2:00PM - 5:00PM Fees : $535 (inclusive of 7% GST) Speaker : Boris F.J. Collardi Service Excellence can be defined as the level at which the service delivered exceeds the expectations of the client. In order to achieve that, an institution must promote a corporate culture that enables its employees to deliver a superior experience to their clients. Boris will discuss four drivers of service excellence: employees, culture, tools and processes and how this can be integrated into a client centric approach. In an increasingly transparent world, the wealth management industry has a unique opportunity to get even closer to its clients by delivering an outstanding client experience. The aim of this workshop is to provide the participants with a toolbox to define, implement, measure and eventually further improve service excellence and client experience. COURSE OUTLINE Building a Culture of Excellence in Private Banking • The 4 Key Drivers of Private Banking • The Framework for building a culture of excellence Putting Clients at the Center • Segmentation • Attracting/retaining clients • Putting clients at the center, what does it mean? Delivering a Superior Client Experience • What is Client Experience and why is it so important? • Presentation • Example of how a leading private bank does it ABOUT THE SPEAKER BORIS F.J. COLLARDI Boris F.J. Collardi is Chief Executive Oﬃcer of Julius Baer Group Ltd., Julius Baer is the leading Swiss private banking group, focusing on the demands of sophisticated private clients, family oﬃces and independent asset managers from around the world. Currently Julius Baer is integrating Merrill Lynch’s International Wealth Management business outside the US. This will increase the Group’s presence to more than 25 countries and 50 locations. Boris oversees all operational issues on both national and international scale. Before joining Julius Baer in 2006, he spent twelve years with Credit Suisse and contributed significantly to its successful build-up and the expansion of its private banking business in Europe and Asia. During his years with Credit Suisse, he attained the position of chief financial oﬃcer and head of the corporate center within CS Private Banking. Boris combines extensive leadership experience with proven expertise in the successful implementation of ambitious strategic projects. His international work experience stems from six years spent in Asia and the UK. In 2012 ‘Professional Wealth Management’ and ‘The Banker’, both renowned publications from the Financial Times Group, have awarded Boris Collardi the title of ‘Best Leader in Private Banking’ in their Global Private Banking Awards. ABOUT THE WMI CPD SERIES Responding to the strong demand for training wealth professionals, WMI provides Continuing Professional Development (CPD) opportunities for individuals to upgrade their skills and competencies. The WMI CPD Series is aimed at raising the competencies of Covered Persons, including product knowledge, asset allocation, wealth and tax planning, ethics, compliance and legal issues, and client relationship management skills. This course is eligible for 50% funding under the Financial Training Scheme* The Institute of Banking and Finance (IBF) administers Financial Training Scheme (FTS) grants to financial sector organisations that sponsor eligible participants to training programmes that meet qualifying criteria. For more details, please visit www.ibf.org.sg, or contact IBF via [email protected] *Terms and Conditions apply. Wealth Management Institute Pte Ltd (Regn No 200303588Z) 60B Orchard Road #06-18 Tower 2 The Atrium@Orchard Singapore 238891 Tel : (65) 6828 6988 Fax : (65) 6821 1155 E-mail : [email protected] Website : www.wmi.com.sg