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Retail and Digital Banking

Retail and Digital Banking

Principles and Practice

John Henderson


Support your work-based learning and professional development with Chartered Banker Institute endorsed companion to Chartered Banking programme.

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About the book

Endorsed by the Chartered Banker Institute as required reading for its Chartered Banker programme, Retail and Digital Banking looks at the changes that have occurred for retail branches, developments in onshore and offshore operations, call centres and the impact of technology and other critical factors in retail and digital banking's journey. This book considers the evolution of retail banking services and the major role that technology has played in providing high-quality and 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 resources include a glossary, workplace activities, regulation updates and assessment preparation material.

Table Of Contents

    • Chapter - 00: Introduction;
  • Section - ONE: The Past to Present;
    • Chapter - 01: Creation of Money and Banking;
    • Chapter - 02: Evolution of Retail Banking in the 20th Century;
    • Chapter - 03: The Impact of Financial Crises;
    • Chapter - 04: Retail Banking Operational Strategies to Manage Cost to Income Ratio;
    • Chapter - 05: Emergence of New Players;
  • Section - TWO: The Present – Internal Environment;
    • Chapter - 06: Retail Banking Channels;
    • Chapter - 07: Multi Channel v Omni Channel;
    • Chapter - 08: The Competitive Environment;
  • Section - THREE: The Present – External Environment (Legal, Political, Social and Technology factors);
    • Chapter - 09: Legislation and Regulation;
    • Chapter - 10: The Technology Revolution;
  • Section - FOUR: The Future;
    • Chapter - 11: Preparing for the Future

Book Details

  • EAN: 9780749482718
  • Edition: 1
  • Published: 3rd October 2018
  • Paperback
  • Format: 234x156
  • 280 pages
  • Series: Chartered Banker Series

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.

John Henderson