Back Office Management

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Course overview:
Use a systematic approach to achieve a well controlled and cost effective back office by implementing the latest, leading Internationally recognised, management techniques. This highly rated and practical training course has been developed by a group of successful practitioners and has proved its effectiveness in many differing environments.

The course will provide you with a simple, but very effective, systematic control and management programme, which will greatly enhance your back office operations. By using a pre-emptive control strategy you will be able to prevent problems occurring and create the environment to develop a highly skilled, flexible and well motivated work force which provides full cover for all areas of your operation. It will show you how to make your operations fail-safe and cost effective, with a high quality performance of which you will be proud.
Key highlights include:

  • A complete Systematic Control and Management Programme suitable for all environments
  • Build the correct structure for effective Front, Middle and Back Office Operations optimising the use of STP and achieving settlement efficiency
  • Create a pre-emptive control strategy and reduce your risks, costs and errors
  • Develop a generic, evolutionary approach for the processing of all products
  • Improve the efficiency of your control, processing, settlement and reporting activities
  • Learn how to use a responsible management philosophy and practice which will create the environment for unequalled success
  • Gain the knowledge to make your back office a key revenue earner by enhancing cash management and controlling non-earning assets
  • Develop those essential management skills which will enable you to motivate your staff to superior performance

Additional course benefits:

  • This programme could change your life and that of your staff. Retain control of your environment, convert negative stress into positive motivation. Change problems into opportunities and create a back office team that is second to none.
  • The philosophy of “Management by Responsibility” uses the practice of “Enlightened Self- Interest” which will give you the opportunity to use your power to not only improve the productivity of your area and organisation, but also materially improve the lives of your staff and ultimately yourself.
  • The systematic control and management programme will enable you to gain those essential management skills which will increase control and productivity, whilst reducing costs, losses and associated stress.
  • Senior Management are becoming increasing aware that an effective operations area is the key to the success of any organisation. This course will help you build an effective team of highly skilled operatives, which will raise the profile and status of your operations to the level that it deserves, whilst fulfilling the ever increasing needs of the company.


Venue to be confirmed

All our courses are held in 4 or 5 star city centre hotels. Further details will be sent on registration.

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Do you have five or more people interested in attending this course? Do you want to tailor it to meet your company's exact requirements? If you'd like to do either of these, we can bring this course to your company's office. You could even save up to 50% on the cost of sending delegates to a public course.

To find out more about running this course in-house:

Our Tailored Learning Offering

If you want to run this course at a location convenient to you or if you want a completely customised learning solution, we can help.

We produce learning solutions that are completely unique to your business. We'll guide you through the whole process, from the initial consultancy to evaluating the success of the full learning experience. Our learning specialists ensure you get the maximum return on your training investment.


We can offer any of our public courses delivered at your office or we can devise completely tailored solutions:

Read more about our offering or complete a call back request to speak to a learning specialist.



Day 1

Pre-Emptive Control, Improved Quality Performance And Productivity

  • Quality defined
  • The cost of quality
  • The quality-productivity link
  • Pre-emptive quality controls
  • Effective quality control process
  • The optimum control point
  • Key risk controls
  • Cause & effect analysis
  • Dealing with cause / avoiding effect
  • Problem escalation
  • Generic cause factors / conformity of products

Case Study: DVD Analysing Major Banking Collapse followed by group discussion for its relevance to Back Office Operations and Senior Management

Organisation and Reporting Lines

  • Separation of function: front and back office, risk control and audit In line with industry standard and best practice

Case Study:

  • Prioritising actions to ensure optimum positive effect
  • Analysing & solving problems
  • The hierarchy of problem solving
  • Empowering the people
  • Controlling the people


  • Production, use and maintenance
  • Control diaries / control points
  • Allocation and Acceptance of responsibility

The value of a simple skills training Matrix

Project Management

  • Management by Objectives
  • Use of project briefs
  • Monitoring & reporting


Day 2

The Back Office as a Revenue Earner

  • Funding & cash management
  • Errors, fines & losses
  • Margin controls/Cost reductions

Case Study: Allied Irish Bank (ALLFIRST)
This case study will clearly highlight how a lack of proper controls, knowledge and infrastructure can have such devastating consequences. It will also show how this could have been identified and easily prevented.

  • Generic processing approach
  • Process management
  • Systematic process control
  • Control of derivative products

Straight through processing

  • An introduction to the benefits in terms of quality, efficiency, productivity cost s and the impact for Back and Middle Offices

Staff Management

  • Effective delegation
  • Setting objectives
  • Acceptance of responsibility
  • Motivation & stress control
  • Team building / the use of peer group pressure
  • Training, job rotation & staff development
  • The use of positive reporting
  • Controlling stress
  • Effective appraisal: the performance / rewards link

Case Study: Staff appraisal
Setting objectives, monitoring performance and rewarding results fairly between staff. This case study covers comparatios, ranking, salary and bonus allocations.

Day 3

Introduction to: The BIS/BASEL Accord as it relates to Operational Risk

  • Analysis / Impact to all Back Office areas
  • Key points in new Basel II Capital Accord
  • Discussion on the implications for Risk and Control Managers

How to build an operational risk scoring process

  • Review of the major types of operational risks
  • Measurement framework / Scoring approaches
  • Workshop on KRI’s / KPI’s

New Products Review

  • New products steering committee
  • Evaluating & controlling risk
  • Pre-empting problems

Group Discussion : Controlling the Rogue Trader

  • Controlling potential rogue traders using a matrix of simple control mechanisms

Case Study: Evaluating a new Derivatives Product

  • Identifying the risks inherent in a proposed new product and engineering its processing into existing work practices and procedures

Business Continuity Planning

  • Review and Group discussion on the Basle Committee on Banking Supervision for the High Level Principles for Business Continuity

Crisis Management & New Product Evaluation

  • How to deal with crisis
  • How to regain control
  • Risk limitation

Case Study : Controls in the Money Market, FX and Derivatives Environment

  • This case study involves the development of a control process which can cover all potential products, using one generic action plan

Management Information

  • Status reports
  • Comparative analysis
  • The use of visual reports
  • Structure of reports / the control pyramid


Day 4

The use of Limits as a Control Mechanism

  • Guidance vs Mandatory
  • Position controls, Volume, Credit
  • Delivery / settlement limits

The Role of the Middle Office

  • The Middle Office as a part of overall risk control
  • Structure
  • Reporting Lines / Responsibilities
  • How to control your Middle Office
  • The central control file
  • Expense Control and the Role of the Middle Office

Case Study : Group discussion regarding “The Biggest Fraud Case in Banking History”

  • Societe Generale, Paris. Despite Millions of US$ spent on highly developed IT and Risk management systems, one person was allowed to go undetected for years building up positions of $50 billion and fantastic losses of some US$10 BILLION!
    This is just another failure in a very  long line of Banking failures/crisis in which the only real difference is the size of the actual loss. This session will clearly demonstrate how the Middle office/Back Office and other departments with responsibilities for risk could have easily prevented this fraud. 


  • How to optimise the use of auditors as part of the Control Process
  • Modern on-going and pro active auditing that pre empts problem generation
  • Changing approach to auditing, risk based auditing

Course Summary and Close

Why us

We have a combined experience of over 60 years providing learning solutions to the world’s major organisations and are privileged to have contributed to their success. We view our clients as partners and focus on understanding the needs of each organisation we work with to tailor learning solutions to specific requirements.

We are proud of our record of customer satisfaction. Here is why you should choose us to help you achieve your goals and accelerate your career:

  • Quality – our clients consistently rate our performance ‘excellent’ or ‘outstanding’. Our average overall score awarded to us by our clients is nine out of ten.
  • Track record – we have delivered training solutions for 95% of worlds’ top 100 banks and have trained over 250,000 professionals.
  • Knowledge – our 150 strong team of industry specialist trainers are world leading financial leaders and commentators, ensuring our knowledge base is second to none.
  • Reliability – if we promise it, we deliver it. We have delivered over 20,000 events both in person and online, using simultaneous translation to delegates from over 180 countries.
  • Recognition – we are accredited by the British Accreditation Council and the CPD Certification Service. In an independent review by Feefo we scored 96% on service and 95% on product