“CERTIFIED” CERTIfication & Accreditation System for FInancial Services Sector EDucation and Training PARTNER MEETING Frankfurt, 14 th February st Session -

PARTNERSHIP CERTIFIED Partners: 1.Friedrich-Alexander Universitaet Erlangen –Nuernberg (Germany) 2.EKEPIS (Greece) 3.Hellenic Bank Association – HBA (Greece) 4.EBTN (Luxembourg) 5.SCIENTER (Italy) 6.FABI (Italy) 7.Warsaw Institute of Bankers – WIB (Poland) 8.Financial Institute of Bankers – IFB (Portugal) 9.The Charted Institute of Bankers in Scotland – CIOBS (UK)

EBTN CERTIFIED NRC: 1.DENMARK: The Danish Bankers Association (t. b. c.) * 2.HUNGARY: International Training Centre for Bankers 3.ITALY: ABIFormazione 4.ROMANIA: Romanian Banking Institute 5.SLOVAKIA: National Bank of Slovakia - Institute of Banking Education 6.SLOVENIA: The Bank Association of Slovenia 7.SPAIN: Private Foundation Institute of Financial Studies 8.NETHERLANDS: NIBE-SVV NATIONAL REFERENCE CENTRES (NRC) *To be confirmed

EXTENDED PARTNERSHIP EBTN CERTIFIED Relay Points N. 7 EBTN PARTNERS CERTIFIED Relay Points N.8

1.BELGIUM: Febelfin Academy 2.BULGARIA: International Banking Institute 3.FRANCE: Centre Formation Professione Bancaire 4.GERMANY: Frankfurt School of Finance&Management Bankakademie HfB 5.IRELAND: The Institute of Bankers in Ireland 6.LUXEMBURG: The Luxemburg Institute for Training in Banking 7.TURKEY: The Banks Association of Turkey (t. b. c.)* *To be confirmed Relay Points (RP)

1.CZECH REPUBLIC: The College of Banking (CIOBS) 2.UKRAINE: The National Center for Training of Bank Personnel (CIOBS) 3.BULGARIA: Sofia University (HBA) 4.LUXEMBURG: ATTF (HBA) 5.CYPRUS: IFB (IFB) 6.SPAIN: AEB (IFB) 7.POLAND: GAB (WIB) 8.POLAND: International School of Banking and Finance (WIB) PARTNERS Relay Points (PRP)

Activities related to surveys and testing at local level which will consist on Studies at National level on: 1. Banking and Financial System (synthesis) 2. Education and Training in the B.F.S.S. (based on a questionnaire) 3. Accreditation and Certification Systems ROLE OF NRC – RP - PRP

AGREEMENT WITH EFPA (Frankfurt, 19 th January 2007) THE PARTIES AGREE That the CERTIFIED Project will develop a general framework of competences in the Financial Services Sector in consultation with Project €FA That both projects will recognise, valorise and whenever possible integrate the work done by the other during the life of the project That the piloting activities of both projects will remain mutually exclusive That periodic coordination through the two Contractors, the two Coordinators and a common partner will meet as needed to explore possible synergies in the interest of both Projects This Memorandum acts as a temporary “bridge” contemplating an expanded Memorandum of Agreement

CERTIFIED FSS Context Review and Analysis Two Surveys I SURVEY Identification of Professional Roles & Business Area By now sent to CERTIFIED PARTNERS and EBTN MEMBERS II SURVEY Identification of existing system for competences certification and accreditation of training providers and training programmes/courses By now sent to CERTIFIED PARTNERS

STAKEHOLDERS INVOLVED IN THE FIRST SURVEY (Identification of Professional Roles & Business Area) Institute of Bankers Banks External Training Providers (University, Consulting Firms) TRAINING NEEDS DETECTED BY: CERTIFICATIONS PRIORITIES IDENTIFICATION of Topics and Areas

RESULTS Surveys on Professional Roles & Business Area 5. Customer Relationship Manager BEST RANKED AMONG THE TRAINING NEEDS

CUSTOMER RELATIONSHIP MANAGEMENT CRM is a business model that has, as its principal goal, the: IDENTIFICATION, ANTICIPATION AND UNDERSTANDING of the needs of potential and current customers, to increase retention, growth and profitability.

CRM – MAIN COMPETENCES 1.Data & Information Management 2. Needs Analysis 3. Customer Solutions 4. Relationship Management 5. Customer Satisfaction 6. Selling & Sales Mgt

Thanks for your kind attention

“CERTIFIED” CERTIfication & Accreditation System for FInancial Services Sector EDucation and Training PARTNER MEETING Frankfurt, 14 th February rd Session -

What shall we have in month 9? (June 2007 – next coordination meeting) Survey 2: Key features of existing certification and accreditation systems Survey 1: Relevant business areas Selection of the business area(s) to address with CERTIFIED Identification of the key features to be taken into account/integrated into CERTIFIED: Competences certification Accreditation of training / learning providers Accreditation of training / learning paths/courses Accreditation of training / learning resources (?) The CERTIFIED competence-based model for certification and accreditation END OF JUNETODAY timeline Ready to start the first piloting in June Validation by CERTIFIED partners and EBTN members REVI EW & INTE GRA TIO N NEXT FRIDAY PLANNING

1) Kick off meeting (Athens, 2-3 November 2006) 2) Coordination meeting (Bucharest, 27-2 June 2007) ? SEMINARS AND WORKSHOPS PARTNERS MEETINGS 1) Validation Workshop (Frankfurt) 2) Local Seminars (Month 6), in each partner Country 3) Integration Workshop (Month 8), Lisbon 4) Consolidation Workshop (Month 19), Luxembourg

COUNCIL OF EXPERT PRESIDENT ACCREDITATION CERTIFICATION COMMITTEE (5 Experts) Compliance Surveys & Studies Conferences & Workshop …. BOARD OF DIRECTORS Tech A. C. 2 Experts …….. Tech A.C. 2 Experts CRM Tech A.C. 2 Experts EFCB EBTN SecretariatGeneral Meeting EXECUTIVE COMMITTEE UKFRIT ROLE OF EBTN ACCREDITATION AND CERTIFICATION COMMITTEE WORKING COMMITTEE

PREPARATION OF THE WORKSHOP (16 th February 2007) AGENDA 1.Presentation of the Project (EBTN) 2.Project methodological approach (SCIENTER) 3.Project state of the art 4.Debate

Thanks for your kind attention