National Bank of Kuwait – Egypt (NBK-E), in common with other Egyptian banks, was placing a new focus on lending to Small- and Medium-sized Enterprises (SMEs) as part of the Government’s and Central Bank of Egypt’s policy to promote access to finance.
GBRW partnered with Business and Finance Consulting to deliver this EBRD-funded programme supporting the development of the SME banking proposition within NBK-E. The main objectives of the programme were to build internal capacity at National Bank of Kuwait – Egypt through staff training in SME lending and specifically, among others, in the areas of risk management, sales, and marketing.
GBRW developed and delivered two customised training programmes specifically for NBK-E: an SME credit training programme focused on the enhanced credit appraisal of SMEs; and an SME customer relationship management training programme designed to assist relationship managers in the most effective approach to sales and marketing for SME customers.
GBRW also developed as well as a roadmap for the future development of the Bank’s SME customer relationship processes and supporting technology. The roadmap also outlined an effective approach to strategic segmentation and deepening customer understanding, to ensure the bank developed the most optimal product and channel mix.
- Undertaking a training needs analysis, to understand the existing capabilities of the mid-cap banking team, and identify key areas in which they would benefit from additional training input
- Developing and delivering training courses on SME Credit Appraisal, and on SME Market Segmentation and Customer Relationship Management
- Supporting the classroom training with some on-the-job coaching, including site visits to customers with NBK-E relationship managers
- Analysis of the Bank’s approach to strategic segmentation, the Customer Value Proposition (CVP), and Customer Relationship Management (CRM)
- Development of a roadmap for the Bank to enhance its approach to the CVP and CRM for SME customers