Nashville TBA Barrett Training Center

Session 1 – April 1 Session 2 – July 15 Session 3 – September 30 Session 4 – November 5

2014Branch Management Series

2014 Branch Management SeriesSeries Overview The Tennessee Bankers Association is proud to offer the Branch Management Series. More than ever before, today’s branch manager is faced with a multitude of challenges and opportunities. Successful banks have branch managers who are focused on motivating and engaging the team, building and increasing loyal customer relationships, mitigating risks through compliance and regulatory adherence, and accomplishing retail banking goals. In essence, the branch manager is the business manager. Ongoing education, training, and networking are essential in developing successful branch managers in today’s ever-changing environment. The Branch Management Series is composed of four-workshop sessions that also may be completed as stand-alone sessions. The benefits of this series include:• An investment in developing best practices for your bank’s branch

network• An educational resource for training and career development• Recognition and opportunities for branch managers by

completing these sessions• A foundation builder for banking schools• A commitment to successful, profitable, efficient, and effective

branches

Session I - April 1 New Year – New Start: Key Components for a Successful YearSession I focuses on exploring the key components of a successful retail bank branch. Participants will leave with valuable tools and a “game plan” for 2014. The agenda includes:• The Leadership Challenge for Today’s Branch Manager• Building the Branch Business Plan• Getting the Right Person in the Right Seat - Recruiting a Winning

Team• Employee Onboarding - First 90 Days

– Fundamentals of Today’s Banker – Discovering Learning Styles – Motivation Musts for New Team Members

• 2014 Regulatory Update - Balancing Today’s Deposit Regulatory Requirements

– Regulation BB - Community Reinvestment Act – Regulation CC - Expedited Funds Availability Act – Regulation DD - Truth-in-Savings Act – Regulation GG - Unlawful Internet Gambling Enforcement Act – Regulation D - Reserve Requirements of Depository Institutions – Regulation E - Electronic Funds Transfer Act – Bank Secrecy Act – USA Patriot Act – Consumer Financial Protection Regulations

• Raising the Bar - Developing Performance Expectations for the Team – Defining the Performance Management Process for 2014

• Communication Tools for Today’s Branch Manager• Branch Best Practices and Action Planning

Key Elements of this Series• Develop and implement retail banking business plan• Discover individual leadership and management styles• Ensure regulatory, compliance, operational adherence• Mitigate risks• Grow the retail banking branch• Explore proven sales, service, and relationship building skills and

tools• Motivate and boost employee and team success• Manage challenging situations with team members and

customers• Strengthen communication and day-to-day effectiveness• Increase “bench strength” in the branch• Determine critical branch best practices

Delivery Method, Program Level, and Target AudienceThese live, overview sessions are for all levels of branch manage-ment, from beginning to advanced. They are designed for retail managers, branch managers, assistant managers, branch manager candidates, and anyone responsible for the direction and develop-ment of a retail branch. These sessions can be completed as a series or as stand-alone sessions.

Session II - July 15 Growing the Retail BranchSession II focuses on the branch manager’s role as sales and service leader. Managers learn to plan, motivate, and challenge the team to provide exceptional service consistently and meet the branch’s goals. The agenda includes:• The Retail Branch Scorecard and Metrics

– Monitoring and Tracking Tools while Rewarding Results• Developing Sales & Service Standards• How Today’s Customer Experience Is Changing• Maximizing Your Bank’s Competitive Value Edge• Growing the Retail Branch from within:

– Selling Is Helping the Customer – No More Product Pushing – Maximizing Customer Interactions – Customer Onboarding

• Maximizing Customer Relationships – Bankers in Action – Networking Dos and Don’ts – Key Tools for Protecting Key Customers – Key Tools for Calling on Prospective Customers – Maximizing Your Bank’s Competitive Value Edge

• WII-FM: 3 Rs to Growing the Branch• No More Meetings – New Alternatives to Meetings• Branch Best Practices and Action Planning

2014 Branch Management SeriesDates and LocationSession 1 – April 1Session 2 – July 15

TBA Barrett Training Center, Nashville211 Athens Way – 800/964-5525 or 615/244-4871

This meeting location is a designated nonsmoking facility and property

Session 3 – September 30Session 4 – November 5

Session III - September 30 Leading, Developing, and Engaging the TeamSession III focuses on building the branch team. Managers learn proven ways to get team members engaged, and to challenge teams to exceptional performance. An “engaged employee” is one who is fully involved in and enthusiastic about their work, and, therefore, will act in a way that furthers their bank’s interests. The agenda includes:• Understanding and Leading Today’s Team of Different Generations• Finding More Time—Time Management Skills

– Understanding the Value of Time – Avoiding “Doing It All Yourself”—Getting the Team Onboard

• Creating Employee Engagement – What is it? – Why do it? – Avoiding Common Problems

• Identifying the Engagement Drivers in the Retail Branch• Assessing the Engagement Level of Your Employees Using a Five-Step Process• Unleashing Your Leadership Abilities• Coaching the Team to Engagement• Implementing the 3 Cs to Excellence—plus one more• Branch Best Practices and Action Planning

Session IV - November 5 Raising the Bar for Sustainable GrowthSession IV focuses on maintaining superior performance. Managers learn new methods for communicating and raising the bar through the performance management process, team building, and leadership abilities. We explore how to keep a team motivated and focused on achieving organizational goals. The agenda includes:• Creating a Pathway for Sustainable Growth• Conducting Performance Reviews – The Good, the Bad, and the Ugly• Communicating as a Leader – Styles and Skills Make the Difference• Expanding the Leadership Challenge• Getting the Best from Teams – Accountability and Change Skills

– The 10 Percent Difference – Ten Steps to Building a Winning Team – Dealing with Personalities, Conflicts, and Challenges

• Generating Solutions to Retail Branch Challenges and Problems• Energizing and De-Stressing Methods, Ideas, and Tools• Celebrating Performance: Rewards and Recognition• Branch Best Practices

Schedule - for each of the 4 sessions8:30 am Registration/Continental Breakfast9:00 am Program beginsNoon Lunch1:00 pm Program resumes4:00 pm Program adjourns

Program InstructorThe Branch Management Series is presented by Performance Solutions, Inc, a training and consulting company that specializes in providing solutions to the key challenges facing community banks today in at-tracting, selling, and servicing their customers.Dianne Barton is the founder and president of Performance Solutions,

Inc. As a former banker, her service—which includes strategic planning, leader-ship and management development, regulatory and compliance implementations, retail growth strategies, and sales and service culture development—is recognized as “real-world solutions” by both regional and community banks.Barton’s training programs are designed to close the gap between the bank’s needs and employee’s skills. Her philosophy of experiential learning and participant involvement led to her “Tell-Show-Do” training method. This skill-based rather than theory-based training limits lecture discussions to a maximum of 7–9 minutes relying on an active, hands-on approach.Before founding Performance Solutions in 1983, Barton held senior positions with BankSouth Corporation, the IRS, and John H. Harland Company.A graduate of Georgia State University, Barton is on the faculty of several banking schools.

Continuing Education CreditAttendants qualify for 6.5 hours per session of Continuing Professional Education (CPE) credit in the area of Specialized Knowledge and Application. No advanced prepara-tion required for this program. In accordance with the standards of the National Registry of CPE Sponsors, CPE credits have been granted based on a 50-minute hour. For more information regarding administrative policies or complaints, please contact our offices at 615/244-4871.

Tennessee Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org

This program has not been pre-approved for ICB CE credits. Attendants who require ICB credits should go to www.aba.com/Training/ICB/Pages/membercereview.aspx for further instructions

For additional continuing education credit information, call the TBA education department at 800/964-5525 or 615/244-4871.

2014 Branch Management Series

For more information about this program, contact: Debbie Brickles - dbrickles@TNBankers.orgVice President and Director of Training and DevelopmentTennessee Bankers Association800/964-5525 or 615/244-4871 or www.TNBankers.org.

Program FeesMembers / Associate Members Nonmembers

Early Registration - all 4 sessions $860 $1,720

Early registration deadline is March 17.

Registration - single session $220 $440

Day-of-Program - single session $270 $490

NOTE: Single session registrations must be received in the TBA office no later than 7 days prior to program date. Registrations received later than 7 days or day-of-program will be subject to availability and an additional fee.

Fee covers instruction, instructional materials, continental breakfast, refreshment breaks, and lunch for each session. Please register early. Day-of-Program registrants will be assessed an additional $50 late registration fee. No written confirmation of seminar registration will be sent from the TBA.Participation in TBA programs is limited to members, associate members, and nonmembers from an eligible membership category at applicable member or nonmember rates.

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Hotel InformationThe TBA has not blocked hotel rooms for this program. For those who need overnight accommodations, the Millennium Maxwell House Hotel, 2025 Rosa L Parks Boulevard, offers a Tennessee Bankers Association preferred corporate rate of $102 per night. Alternate-level rooms are at a higher rate. These are space-available rates. Call 615/259-4343 to reserve accommodations and remember to ask for the Tennessee Bankers Association corporate rate. Millennium Maxwell House Hotel has a minimum 48-hour cancellation policy, no exceptions.The SpringHill Suites by Marriott-Nashville MetroCenter, located across the street from the TBA Barrett Training Center, 250 Athens Way, also offers rooms. Contact the hotel directly at 800/971-4761 and ask for the Tennessee Bankers Association special group rate of $122.

General InformationAttire: Business casual attire is appropriate for all TBA programs. Because of tempera-ture variations in meeting rooms, please bring a sweater or jacket for your comfort.Special Needs: If you have a special need that may affect your participation in this program, please send TBA a statement regarding these special needs at least 10 days before the program. We will contact you to discuss accommodations.

Cancellation Policy: Cancellations received in the TBA office 5 business days prior to the scheduled program will be refunded in full. Due to commitments, cancellations received less than 5 business days prior to the scheduled program are not refundable. Substitutions are welcome. Registrants who do not attend the program or send a substitute will be responsible for the entire registration fee.

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