Objectives: The EU programme for the competitiveness of the Enterprises and SMEs 2014-2020
Place & date: Xheko Imperial / 22 November 2017
COSME LGF – Tirana – 22 November 2017
Financial Instruments for SMEs in COSME – Tirana, 22 November 2017

This workshop will provide insights on the key elements of a Quality Assurance Improvement Program. It covers specific elements required for conformance with the Standards as well as elements that constitute an efficient practice. Quality Assurance & Improvement Program needs to be tailored to the specific needs of each internal audit activity and, therefore, may come in a countless of forms. Additionally, it provides a generic framework for creating a Quality Assurance & Improvement Program that can be applied regardless of the size or nature of the internal audit activity.

Who should attend
Internal Audit
Risk & Control
Risk Management & Compliance
Controls & Internal Auditing
Business Consultants
Internal Audit Consultants

Workshop expert
Dr. Andreas G. Koutoupis

Director, Head of Internal Audit Services
Mazars Certified Auditors (Greece)
Corporate Governance & Internal Audit Consultant

The objective of this course is to provide an overview of the distribution strategy of Retail banking using physical and electronic channels. The participants will receive information on the trends in e-banking. They will analyse the new distribution environment with the different distribution channels, especially the internet and mobile tools for the retail business and the way the alternative distribution channels work together. They will receive the necessary information for the management of the new distribution channels and the way Retail banks manage the evolution of the FinTechs.

At the end of the session, the participants should be able to:

  • Make a SWOT analysis of the different distribution channels;
  • Define a global distribution strategy for the Retail Banking;
  • Define a specific strategy for each channel in line with the right segment of clients and the right products;
  • Create operating reports and specific KPI for e-banking;
  • Make a business plan based on specific market conditions;
  • Analyze the weaknesses and strengths of a banking website

Methodology : The methodology is based on theoretical lectures, exercises and discussions to exchange views on important topics.
Target group: People working in Retail banking
Language: English
Participants: Maximum 25 persons
Trainer: Mr Pierre Voos is currently Chief Administrative Officer of Edmond de Rothschild (Europe) He started his career as lawyer in Brussels before joining the group ING in Belgium in 1985. After two years of financial training, he worked as Branch Manager during 3 years in the south of Brussels and joined ING Luxembourg in 1990 to launch the Commercial Banking department. In 1996 he became Head of Retail for ING Luxembourg and joined the Executive Committee in 2001 in charge of Retail Banking, Marketing and Direct banking. In 2005 he left the bank to become Managing Director of ING Life Luxembourg and then CEO of ING Trust Luxembourg. He moved in 2007 to be General Manager of ING Monaco, subsidiary of ING Switzerland fully dedicated to Private Banking. He came back to ING Luxembourg in 2010 to be in charge of the strategy, until end of 2016. He has a master degree in law from the University of Louvain (Belgium). He has been teaching Banking Strategy as a House of Training/ATTF Senior expert for more than 10 years.
Dates: 3 days – From Wednesday 1st to Friday 3rd of November 2017

Day 1
Part 1: Distribution strategy and organization
I: Introduction
1. Scope
2. Global objectives
3. Attention points
4. From Multi channel to Omni channel
5. Conclusions

II: E-banking and Retail tomorrow
1. Direct Banking
2. Trends
3. Direct Channel Distribution
4. E-banking in the Omni-Channel strategy
5. Workshop

Day 2
1. Socio demographic evolution and banking behaviors
2. Change Management
3. New acquisition, distribution and servicing models
4. Roadmap to channel management

III: The new actors
Part 2 : Fintech
I: Introduction
II: Challenges
1. New financial services landscape
2. Factors for success
3. Obstacles
4. Areas of disruption
5. Payments transformed
6. Investments transformed
7. Partnership with Fintech
8. External innovation to accelerate: Fintech examples and demo

III: Workshop

Day 3
Part 3: E-banking vision for the future
1. Retail banking 2020
2. Internet Market trends
3. Which website?
4. Websites analysis: workshop

Part 4: Impact of E-banking and Fintech on sales
1. Clients’ requirements
2. Sales on Internet
3. E-Banking KPI’s

Part 5: Conclusions
1. Future of E-banking in the distribution channel
2. Clients
3. Marketing
4. References


Short: Understanding Visa Claims Resolution (VCR) Disputes

Get ready today for what’s ahead tomorrow. Attend our three-day Understanding Visa Claims Resolution (VCR) Disputes course and learn how Visa is re-defining dispute resolution by reducing timelines, touchpoints, and processes. The course provides a comprehensive look at the new VCR dispute resolution workflows, rules, requirements, and timeframes. This highly interactive course includes group discussions, case studies, lectures, activities, and quizzes.

Long: Understanding Visa Claims Resolution (VCR) Disputes

Prepare yourself today for what’s ahead tomorrow. The new Visa Claims Resolution (VCR) launch is just around the corner. So now is the time to start getting ready. Attend our three-day Understanding Visa Claims Resolution (VCR) Disputes course and learn how Visa is re-defining dispute resolution by reducing timelines, touchpoints, and processes. One significant aspect of VCR is the mapping of today’s chargeback reason codes into four new categories: Fraud, Authorizations, Processing Errors, and Consumer Disputes. This course details how the reason codes will correspond to newly defined VCR category conditions. It also provides a comprehensive look at the new VCR workflows, rules, requirements, and processing timeframes. This highly interactive course includes group discussions, lectures, quizzes, and group activities. Real-world case examples are used throughout the three-day session to illustrate various fraud dispute circumstances and some of the key actions necessary to achieve proper resolution.


Day One Course Topics:

Dispute Resolution Overview

  • What is Visa?
  • The Transaction Cycle
  • Managing Cardholders and Merchants
  • Key Terms and Indicator
  • VROL Dispute Questionnaires
  • Managing Cardholders and Merchants
  • Information Gathering
  • SMARTT-Key Fundamentals That Drive Dispute Resolution Success

VCR Enhanced Dispute Process

  • VCR – Redefining Disputes Resolution/li>

Fraud & Authorization Disputes

  • Allocation Dispute Processing Flow
  • Fraud Category 10 Overview
  • Conditions 10-1 through 10-5 Rules and Requirements
  • Authorization Category 11 Overview
  • Conditions 11-1 through 11-3 Rules and Requirements

Day Two Course Topics:

Processing Errors & Consumer Disputes

  • Collaboration Dispute Processing Flow
  • Processing Errors Category 12 Overview
  • Conditions 12.1 through 12.7 Rules and Requirements
  • Consumer Disputes Category 13 Overview
  • Conditions 13.1 through 13.9 Rules and Requirements

Day Three Course Topics

VCR Pre-Arbitration Processing requirements and Time Limits

VCR Pre-Arbitration Best Practices

VCR Arbitration Filing Considerations, Procedures, and Technical Penalties

  • Arbitration Dispute Trends

Compliance Rights and Filing Considerations

VROL Available Functionality

  • Transaction Inquiries Financial Adjustments
  • Miscellaneous Fees
  • Exception File Listing
  • Stop Payment
  • History Inquiry
  • Accounting Entry Memo
  • Queues
  • Financial Messages
  • Visa Merchant Purchase Inquiry
  • Fraud Reporting

Financial Messages

  • Messages Used
  • Financial Processing for Issuers
  • Financial Processing for Acquirers

Handling Trailing Transactions


Marianna Papp – Senior Trainer, Visa Business School


Modern management portray managers, in all levels, as holding a toolbox of managerial capabilities and skills allowing them to perform the managerial role they hold in the most efficient and professional manner. The effective management seminar aims to lay the necessary foundations for advanced managerial skills among its participants. The seminar, designed to be highly interactive, should become an important stage in the managerial development of its participants.

Main topics included in the seminar:

  • The managerial role.
  • People management.
  • Effective communication.
  • Motivating people.
  • Leadership.
  • Monitoring performance.
  • Time management and delegation.


The seminar takes two days, 09:00-17:00
The seminar is highly interactive

Seminar led by

Dr. Yehuda Hamovitz – DH&A senior associate – founder


In this in-depth training course on Risk Management you will learn to work through a proactive approach to risk threat and opportunity. You will address how to identify, quantify, control and respond to risk management in the context of the process life-cycle. You will have the opportunity to learn qualitative and quantitative techniques and tools for assessing and measuring the impact of risks. The aim of this training course is to bring practical approaches in the local environment through interactive sessions and group exercises that will help the participants enriching their knowledge on risk management and the internal audit point of view and important elements curtail in an organization.

Main topics

  • Purpose of risk management;
  • Risk management planning, risk identification, idea generation tools and techniques;
  • Presenting risk (narrative, qualitative, quantitative);
  • Establishing risk management process;
  • Risk management Maturity Model;
  • Risk Registers and effective action plans;
  • Monitoring and review, the management of key risks;
  • Evaluate the reporting of the key risks;
  • Execute risk strategies;
  • Audit approach to risk management function;
  • Consulting and advocate role.

Who should attend

  • Risk managers, Operational risk specialist, Risk analyst
  • Audit managers, Internal auditors
  • Compliance officers, Business controllers, Anti-fraud specialist

About the Course

This workshop has been designed for all sized companies acting in international markets to expand their knowledge of international anti-bribery and corruption standards and of adequate and effective measures to identify and manage bribery and corruption risks associated with your company’s business model.

Target Group

This one day workshop is designed for companies doing international business, and, more in particular, for:

  • Compliance managers
  • Legal advisors
  • Sales and business development managers
  • Finance managers
  • Executive leaders at SMEs
Interactive presentation that will focus on providing practical tools and discussion to strengthen credit risk monitoring, mitigation and management within a financial institution. Specific focus will be on discussion of loan portfolio management tools such as loan review and risk rating matrix as well as the oversight of performing and nonperforming SME loans using categorization and a structured monitoring schedule.
“A leader’s intelligence has to have a strong emotional component. He has to have high levels of selfawareness, maturity and self-control. She must be able to withstand heat, handle setbacks and when those lucky moments arise, enjoy success with equal parts joy and humility. No doubt emotional intelligence is more rare than book smarts, but my experience says it is actually more important in the making of a leader. You just can’t ignore it.” -Jack Welch, chairman of GE, speaking to the Wall Street Journal
AAB në bashkëpunim me ATTF Luxembourg organizojnë trajnimin me teme: