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Banking Operations & Service Series (BOSS)

Course Overview

“BOSS” is an intermediate level program designed for new hires and officers in the bank who undertake the back-office business processes primarily and client relationship management. The program will chronicle fundamentals of banking operations’ standards, procedures and practices of modern banking & other financial services in line with global best practices.

Course Objectives

  • introduce participants to modern-day banking back-office functions, operational guidelines/framework for business as a whole; products, services and supporting infrastructure, whilst also exposing them to modern-day quality service delivery approach
  • provide participants with knowledge in head office & branch operations practices
  • equip participants with the tools that will facilitate the attainment of zero tolerance for errors and provision of premium service
  • give participants insight into treasury, clearing and settlement operations apart from general back office undertaking

Duration – 5 Days


Introduction to Banking Products/Services

Banker/Customer Relationship

Customer Service

Nigerian Financial System and Regulatory Landscape

Know Your Customer (KYC) - Key Units:
Customer Service, Counter Service, Cash and Tellers, Funds Transfer

Basic Controls in Cash Operations


Ethics in Banking (operations perspective)

Basic Accounting

Financial Services Products

Compliance & Documentation

Money Laundering