Retail and Digital Banking: Principles and Practice

  • 4h 54m
  • John Henderson
  • Kogan Page
  • 2019

Endorsed by the Chartered Banker Institute as core reading for the Personal and Private Banking module, Retail and Digital Banking looks at the changes that have occurred, including developments in onshore and offshore operations, call centres and the impact of technology and other critical factors in retail and digital banking. This book considers the evolution of retail banking services and the major role that technology has played in providing quality, cost-effective services to consumers. This fascinating text then goes on to offer expert thought leadership on the future of retail banking and what this could mean for existing established banks and disruptive new entrants.

Retail and Digital Banking offers readers the opportunity to take a step back and consider the evolution of the sector in which they work and the tremendous level of change that has occurred over time for all operational activity. Retail and Digital Banking provides support for the Personal and Private Banking module assessment and features practical case studies from the banking sector. This essential text brings the journey of modern banking to life and considers what the future holds. Online supporting resources include a glossary and updates to regulation.

About the Author

John Henderson has over 30 years' experience in the banking sector, having held a number of roles for the Bank of Scotland, Sainsbury's Bank, the Royal Bank of Scotland (RBS) and NatWest. He began his career working in retail branches but has also been Regional Training Manager, headed up the Treasury Department and other operational risk services, managed quality for an operational call centre business and also led branch design and distribution. His current role is with the RBS Group, where he manages the offshoring portfolio. The author is a Fellow of the Chartered Banker Institute.

In this Book

  • List of Abbreviations
  • Introduction
  • The Birth and Development of Retail Banking
  • The Growth of Retail Banking and its Place in the Economy
  • Problems and Opportunities Caused by Financial Crises
  • Preparing for External Trends and Influences to Deliver High-Quality Income and Cost-Effective Services
  • Disruption in the Market
  • Distribution of Retail Banking Services via a Range of Customer Channels
  • Multi-Channel versus Omni-Channel
  • The Role of Technology in the Evolution of Retail Banking
  • The Impact of Legislation and Regulation on Retail Banking Operations
  • Glossary