Page 20 - NIBAF-Training Matters Oct-December 2021

NIBAF Lahore campus offered over
fifty-two activity days over the
Quarter. There was a broad mix of
events targeting different
stakeholders including financial
institutions, academia, government
departments and SBP BSC staff
through Face-to-Face and virtual
learning modes. Advanced help develop necessary skills. An overwhelming response was
Certification programs, residential Twenty-Eight participants from received from the industry with 31
training for SBP BSC, customized multiple banks attended the participants attending the session.
training for singular institutions, session which covered the Besides rich discussion on core
trainings focused on priority sector importance of special attitude for topics, queries raised by the
financing and facilitation events for an agent, telephone manners, participants were also addressed in
Research Department, SBP and importance of empathy, selection details by Mr. Sajid Khan, Joint
AAOFI were the highlights of the of words, importance of tonality, Director, Banking Conduct &
quarter. dealing with special persons, basic Consumer Protection Department.
courtesy and care while dealing
with the blinds, role of call center Agile Auditing
Trainings focusing on agent in guiding the visually
regulatory compliance, impaired person, contractual Agile Auditing is a new body of
work-flow improvement and capacity of blinds, dealing with knowledge which allows audit
branch operations were other special persons and SBP planning to be more responsive to
conducted utilizing Face-to- guidelines in the area. To support changes in business priorities and
Face and Virtual modes agents in efficiently inculcating the emerging risks. Industries like
learned concepts in their behavior, Banking & Finance which operate
relevant examples and scenario in a dynamic & risky business
NIBAF-Lahore conducted six assessment was used in addition to environment are increasingly
the presentation.
trainings for the financial industry relying upon the Agile practices for
over the quarter: four online and added flexibility in audit planning.
one Face-to-Face training for New Developments in eCIB Mr. Waleed Khan, a certified Fraud
banking industry and one online and Compliance of Examiner with a rich experience in
training for exchange companies. Regulatory Expectations audit was engaged to deliver the
under eCIB Reporting session on this topic on Oct 27,
2021. The objective of the session
Customer Service for Call Credit bureaus are essential was to explain Agile Auditing
Center Agents elements of the financial practices to the bank auditors,
enable them to understand the
infrastructure and play a key role in benefits that agile practices can
Call Center Agents are remote helping financial institutions make bring to internal auditing, provide
faces of their banks and their role prudent lending decision. In order insights into how an agile approach
goes beyond “issue resolution”. for eCIB to play its envisioned role to auditing can be successfully
Any bad impression or incapability of promoting sound credit culture adopted in their IA function with
to help the aggrieved customer and improve risk prediction and minimal disruption and ways to
may tarnish the branch irreparably. management process, accuracy of handle common problems in
As a call center agent requires credit information is paramount. implementation. The main areas
several soft skills that enable them With this objective, online training discussed in the session included
to onboard new customers and on New Developments in eCIB and introduction to agile auditing
also retain them, an online session Compliance of Regulatory benefits, reporting, need,
for Call Center Agents was Expectations under eCIB Reporting comparison with traditional audit
conducted on October 5, 2021 to was offered to the banking industry.
IIA Standards, mapping of