Introduction

This back office management course is intended to explain the relevance, importance and responsibility of the operations function in today’s international financial services industry whether in banks, broker/dealers, funds management, global custody and bank operations. It will provide a comprehensive and generic understanding of the operational aspects of the financial markets and give participants the tools to identify the optimum approach to operations management and to achieving operational excellence. It covers the capital markets products and how, where and why they are traded and explains the different trading and investment strategies and how they are supported operationally. The course explains the market participants, how they interact and how they are structured so that attendees will have a sound knowledge of the ‘front to back’ processes.

Course Objectives
This course is designed not only for those embarking on or developing their careers in financial markets operations, but also for anyone who has an interest in the relevance of the operational function. It will benefit those who need to understand how the capital markets operate, what the operational risks are and how they can be controlled. You will be given a thorough and clear understanding of how transactions are processed, what can go wrong and the measures required to ensure the highest level .

Who should attend

• Operations personnel from investment banks, broker/dealers, prime brokers, fund managers, pension funds global custodians etc. 
• Middle Office and Risk Managers 
• Product Controllers 
• Internal and External Auditors 
• IT developers (focused on operations) 
• Business Analysts and Consultants 
• Compliance staff 
• Regulators 
• Graduate and Management Trainees 
• Cashiers/Tellers in SMEs & MFIS
• Customer Service officers.
• Front-Office Staff.
• Back office staffs
• Operations officers [front-office or back-office]

Attend this intensive and highly practical 5-day course and learn:

• The qualities of a good Cashier.
• Effective Till-cash management.
• Cashiers’ daily operations, Risks and Controls.
• The Law relating to Cheque Processing.
• Effective customer care and interpersonal relationship skills.
• Effective communication in the workplace and personal etiquette.
• Security Awareness.
• Effective cross-selling of Bank’s products & services.
• AML/CFT & KYC Red-flags in Cash Department:

• Pre-emptive Control, Improve Your Performance and Productivity
• Introduction to Systematic Control & Management Process
• Organization and Reporting Lines
• Procedures
• Project Management
• the Back Office as a Revenue Earner
• Managing Staff
• Management Information
• Processing
• Crisis Management
• Defining Risks
• Disaster Recovery
• Reviewing New Products
• The role and importance of operations in the typical front, middle and back office structure
• The roles and responsibilities in the back office
• Internal and external relationship management and communication
• Segregation of duties and reporting lines
• Operations as part of wider corporate governance
• Operations, regulators and the impact of regulations
• Operational resources and how they should be managed
• Staff management and motivation
• The concept of STP and why it can break down
• Maintaining static data
• What are ‘fails’ and fails management
• Counterparty fails
• How various trading/investment strategies can impact operations 
• An overview of the capital markets and products
• The life cycle of transactions and how market participants interact
• Operating in a multiple market, multiple product environment
• Managing limits
• Cash and collateral management
• Operating in emerging markets
• The back office as a revenue generator
• Pre-emptive strategies to reduce risk, errors and costs
• The end to end control process and the vital importance of reconciliation
• How operational risk can be identified and measured with key risk indicators (KRIs) 
• Measuring performance (KPIs)
• Operations and the avoidance of money laundering
• Cause and effect analysis
• Issue escalation
• Management information systems and their use
• The development and relevance of the ‘procedures manual’
• Identifying and allocating operations and transactions cost
• The ‘top’ versus ‘bottom’ line P&L
• Operations and new business development
• Operations role in project management and new systems implementation and managing ‘business as usual’ (BAU)
• The benefits and disadvantages of outsourcing and offshoring
• The request for proposal process (RFP) for ancillary services
• Operations and business continuity planning (BCP)
• Audit (internal and external)