Business Development & Client Experience Management

This half-day client experience management course in Singapore helps Assistant and Junior Relationship Managers build stronger client relationships and identify business opportunities. It provides 4 CPD hours, with IBF-STS funding available to eligible individuals.

IBF-STS Accredited

4 CPD hours

Half Day

Assistant and Junior Relationship Managers often know how to deliver good service. However, they may need a clearer structure to turn each interaction into a relationship-building opportunity. This program combines client experience management with practical business development tools. As a result, participants learn to uncover needs, communicate value, generate referrals, and manage the client journey more effectively. These skills help strengthen client retention and support sustainable business growth.

Dates

15 October 2026

20 November 2026

Duration

1/2 Day

CPD Hours

Program Fee

S$500

Early Bird: 10% Discount

Choose your session

Pick a date that works for you. A confirmation email with venue details will be sent closer to the date

Thursday, 15 October 2026

TGS-2023036965

Available

Regular fee: S$500 Early bird: S$450 (register by 15 Sep)

How does client experience management turn good service into business growth?

Every client interaction can strengthen service, reveal a prospecting opportunity, and support relationship growth. However, sustainable growth in financial services starts with understanding the client rather than pushing a sale. ARMs and JRMs must recognise relevant needs, build trust, and guide the next step with confidence.

This half-day workshop provides a practical client experience management framework. First, participants map the client journey and identify what creates a strong experience. Next, they practise planning, positioning, and needs discovery through realistic financial services scenarios. As a result, they can turn everyday interactions into stronger relationships and appropriate business opportunities.

Who should attend this workshop?

Assistant Relationship Managers (ARMs)

Junior Relationship Managers (JRMs)

What will I walk away with?

By the end of the session, you will be able to apply practical client experience and business development tools in real ARM and JRM situations.

Manage the client experience across each stage of the relationship. In addition, identify practical ways to improve service quality and client confidence.

Analyse client needs and expectations through the HCF and Clues & Cues frameworks. As a result, you can identify appropriate referral and business opportunities.

Build rapport with different client personality types by applying mDISC and the Trust Formula. At the same time, adapt your communication to each client’s preferences.

Handle objections and conflicts constructively. Consequently, you can address concerns while protecting trust and maintaining the client relationship.

What does the program cover?

The program follows four practical phases. Each phase combines clear frameworks with exercises, client scenarios and guided action planning. Therefore, participants apply each concept instead of simply observing it.

Awareness — Understanding the Client Experience Journey

What are the key stages of the client journey?
- Map the relationship from first contact to active management and referral.
What creates a positive or negative experience at each stage?
- Identify the behaviours and communication choices that make clients feel valued.
How can strong client experiences support business growth?
- Turn service excellence into a structured retention and referral strategy.

Tools & Applications — Planning, Positioning & Communication

Planning & Positioning — structuring your approach to each client interaction with a clear objective.
Prospect Segmentation — understanding which clients are most valuable for development and how to prioritize time and effort.
Articulating your personal value proposition — making the case for working with you specifically, not just your bank.
Building rapport & trust — Trust Formula: the components of trust in a client-advisor relationship and how to build each one deliberately.
Effective communication — mDISC: recognizing and adapting to different client personality types and communication styles.

Uncovering Needs & Opportunities

Questioning skills — Uncovering client needs: asking questions that surface what clients actually want and make them feel understood.
HCF Framework — History, Current, Future: a structured discovery model for understanding a client’s full financial situation, current priorities, and future goals.
Listening for Clues & Cues — recognizing signals in client language and behaviour that indicate unmet needs, growing concerns, or emerging opportunities.

Service Delivery — Standards, Objections & Continuous Improvement

Bank’s service delivery guidelines and standards — applying institutional standards in a way that feels natural and client-centered.
Bank’s product/service knowledge — positioning products in the context of the client’s needs, not as features to be explained.
Conflict resolution techniques — handling client complaints and difficult conversations in ways that preserve and often strengthen the relationship.
Handling objections — structured responses to the most common objections ARMs and JRMs encounter.
Review and analyze client service feedback — using client feedback as a genuine development tool.

Why attend this workshop?

Foundational clarity

Most ARMs and JRMs are trained on products and processes. This workshop focuses on the relationship and business development skills that determine whether you build a thriving client portfolio or remain a transaction executor. It gives you frameworks to think like a senior RM from the start of your career.

Practical application

Interactive exercises, real client scenarios, and guided action planning throughout — so you’re practicing concepts, not just learning them. HCF discovery, mDISC communication, and objection-handling applied in live exercises with facilitated feedback.

Future readiness

The ARMs and JRMs who advance quickly develop business development habits early — before they have a full portfolio, not after. This workshop gives you the mindset and tools to generate referrals and uncover opportunities from your first year.

Is this workshop IBF-funded?

This program is accredited under the IBF Standards Training Scheme (STS). Eligible Singapore Citizens and Permanent Residents receive 50% funding, capped at S$3,000 per participant per course; Singapore Citizens aged 40 and above receive 70% (same cap).
TGS Reference Number: TGS-2023036965

Frequently asked questions

How is this different from the Stakeholder Management program for ARMs & JRMs?

They’re companion programs for the same audience. Stakeholder Management focuses on internal and external stakeholder relationships — building influence, navigating competing priorities. Business Development & CXM focuses on the client-facing side — turning service into growth, uncovering needs, generating referrals. Together they cover the full scope of the ARM/JRM role.

What does IBF-STS funding cover?

IBF-STS funding is available to eligible self-sponsored and company-sponsored individuals.

Singapore Citizens and Permanent Residents: 50% funding support.
Singapore Citizens aged 40 and above: 70% funding support.

Both formative assessment and MCQ must be completed to qualify.

Funding eligibility and support are subject to IBF’s prevailing eligibility criteria, funding limits, and terms and conditions. Please refer to the IBF Standards Training Scheme (IBF-STS) page for the latest details.

How many TSCs does this program count toward?

Two. This program is aligned with Business Opportunities Development Level 3 and Customer Experience Management Level 3. Please refer to the program’s official accreditation documentation for the applicable Technical Skills and Competencies.

How many CPD hours will I earn?

4 CPD hours upon completion of the workshop. CPD hours are credited to your IBF record automatically for IBF-registered professionals.

Is this suitable for new ARMs and JRMs, or those with more experience?

Both. New ARMs and JRMs get foundational frameworks most banking training doesn’t cover. More experienced ARMs and JRMs will systematise what they’ve been doing instinctively — and identify gaps that are limiting their growth.

What assessment formats are included?

Two formats:
(1) Formative Assessment via Case Studies and Role Play Scenarios throughout the session;
(2) Assessment is an MCQ to support learning completion.

Where is the workshop held?

In-person at a hotel venue in Singapore. The exact address is confirmed and sent to registered participants by email closer to the session date.

What is the cancellation and refund policy?

Please contact us at contact@momenta.biz or call +65 8613 5868. Substitutions are generally accepted at no additional charge.

Ready to join us?

Select your preferred session and complete the short form below. We’ll confirm your place and send venue details closer to the date.

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Declaration

On behalf of the above trainee I agree to below:

I confirm that all information I have provided is accurate and complete. I understand that any inaccuracies may lead to my removal from the program, forfeiture of my fees, and the repayment of any funding I have received from IBF.

I also understand that IBF funding and admission depend on meeting IBF Eligibility Requirements, such as citizenship, residency, and attendance. If I become ineligible or fail to comply with these rules, I agree to repay any funding.

I understand that my personal data, including identification details, date of birth, contact details, employment and sponsorship information, may be collected, used, and disclosed by momenta Group Pte. Ltd. for program registration, administration, funding eligibility checks, attendance, reporting, certification, audit, and compliance purposes. I understand that access to this information is limited to authorised personnel and relevant parties where required for these purposes.

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