Booking options
€210
+ VAT
€210
+ VATLive Online
4.5 CPD Units | 4.5 Hours
The EIMF Live Online Learning Experience
Participants will receive access to the recorded sessions of the course.
EIMF subject-matter experts deliver engaging and interactive courses across a broad spectrum of areas, that can be enjoyed in the comfort of your own chosen environment. Read more
Course Overview
This specialist programme is designed for Wealth Managers, Private Bankers, Investor Relations Officers and Fund Distribution professionals who want to build and sustain exceptional client relationships within the EU and Cyprus regulatory environment.
Participants will explore the client relationship lifecycle from first impressions and needs discovery through to managing established accounts, navigating difficult conversations and driving sustainable growth. Throughout the programme, regulatory and ethical considerations are woven naturally into the conversation, helping delegates understand not just what good looks like, but what good requires in their professional context.
The programme blends practical frameworks with real-world financial services scenarios, ensuring delegates leave with both the confidence and the tools to apply their learning immediately.
Training Objectives
By the end of the programme, participants will:
Describe the key principles of effective client relationship management within a regulated financial services environment, including the importance of trust, professionalism and client-centricity [General Professional Standards]
Specify the key regulatory expectations affecting client relationships, including suitability and appropriateness requirements and conduct-of-business and client protection obligations under IF Law 87(I)/2017 [MiFID II / CySEC]
Clarify the importance of understanding client objectives, financial situation, risk appetite and sustainability preferences when providing financial services [MiFID II / SFDR]
Explain the role of know-your-client and data protection principles in developing and maintaining compliant client relationships [AML/KYC / GDPR]
Apply structured communication and questioning techniques to uncover client needs while ensuring conversations remain fair, clear and not misleading [MiFID II / CySEC]
Develop a relationship plan for key accounts that balances commercial growth objectives with rules on inducements and conflicts of interest [MiFID II]
Handle client complaints and at-risk relationships in line with complaint-handling requirements and written acknowledgement obligations [CySEC]
Apply ethical principles such as fiduciary duty, conflicts of interest and professional standards, to real-world client relationship dilemmas [Ethics & Professional Standards]
Training Outline
Client Relationship Management Mindset & Professional Ethics
From transactional to consultative client relationships.
Building trust through competence, reliability and client-focused engagement.
Ethical responsibilities, conflicts of interest and regulatory conduct expectations.
Understanding Clients & Relationship Profiling
Client segmentation, prioritisation and stakeholder mapping.
Understanding client objectives, risk profile and expectations.
Integrating suitability, AML/KYC and data protection considerations.
Communication & Building Client Trust
Effective communication and active listening techniques.
Client discovery through structured questioning frameworks.
Ensuring clear, fair and compliant client communications.
Managing & Growing Client Relationships
Developing strategic relationship plans.
Identifying opportunities for relationship growth and client value creation.
Managing cross-selling, referrals and conflicts of interest appropriately.
Difficult Conversations, Retention & Client Loyalty
Handling complaints, challenging discussions and relationship risks.
Building client loyalty through proactive engagement.
Applying practical frameworks for managing difficult client situations.
Practical Application & Action Planning
Application of client relationship management frameworks through scenarios and exercises.
Identifying personal improvement areas and developing action plans for implementation.
Training Style
This programme is designed to change how participants show up in every client conversation, not just what they know. Delivery is deliberately dual-track: expert-led where precision matters and grounding delegates in MiFID II, CySEC and GDPR.
This is highly participative where judgement matters, using role-play (where possible) and live relationship-planning to pressure-test thinking. Participants are not passive recipients; they are expected to bring their toughest client situations into the room, question assumptions, and leave with tools they have already tested, not just heard about. The result is a session that feels less like training and more like a working masterclass, so practical, challenging, and built for immediate application.
CPD Recognition
This programme may be approved for up to 4.5 CPD units in Financial Regulation. Eligibility criteria and CPD Units are verified directly by your association, regulator or other bodies which you hold membership.
Who Should Attend
Wealth Managers
Private Bankers Investor Relations Officers -
Fund Distribution Professionals
In-house Training
For groups within the same organisation, this course may be customized to meet any specific needs and delivered in-house.
Ras Gohil
Ras, a seasoned banking professional with a remarkable 39-year tenure in the financial services sector, brings a wealth of experience in relationship management to her distinguished career. Her journey encompasses leadership roles in commercial banking, strategy, credit, and risk management, as well as financial crime and compliance, emphasising the significance of soft skills in fostering connections. Equipped with certifications from the Lumina Training Programmes, focusing on behavioral interaction and leadership skills, Ras's expertise extends beyond her own company. During her four years at Moody’s Analytics, she directed the development and delivery of tailored training programs across various domains, underscoring the importance of soft skills at all levels, especially in today's intricate and customer-centric business landscape. These programs spanned credit and risk management, financial crime compliance, regulatory compliance, commercial due diligence, sales, and service, showcasing Ras's commitment to holistic relationship management. Her professional footprint extends across the UK, Europe, Middle East, Africa, Asia Pacific, and the Americas. Before her tenure at Moody’s, Ras contributed her skills at RBS, where she dedicated a year to a special project evaluating small-to-medium-sized businesses, aligning them with the regulatory requirements of the Financial Conduct Authority—a testament to her dedication to regulatory compliance in relationship management. The majority of Ras's illustrious career unfolded at HSBC, where she held senior management positions within retail, commercial, and corporate banking in London. Recognized as a commercially astute leader, she consistently fostered substantial income growth through extensive internal and external networks. Ras played a pivotal role in enhancing and maintaining credit and compliance risk frameworks, setting regional best practices, and underlining her commitment to sustainable and ethical relationship management. Ras's distinctive strength lies in her ability to unlock strategic value, coupled with her meticulous nature, which facilitates seamless implementation across organisational tiers. Given her diverse range of experiences and eloquent communication skills, she ventured into the field of development and learning, aiming to drive industry-wide best practices. While Ras's training methods were traditionally classroom-based, she has seamlessly transitioned into the virtual training arena and is proficient in various virtual training platforms, including Adobe Connect, Webex, Zoom, Microsoft Teams, and Tencent. Beyond her professional endeavours, Ras serves as the Chairperson for a sports and leisure organization that hosted the training for the London 2012 Olympics. Additionally, she holds the position of Chairperson for the Career Ready Academic Organization within the Local Authority Board of NCC College and Campuses. Ras is also the London Lead for Mentoring with the Women in Banking and Finance Organization, actively participating as a committee member in various charitable organisations, including speaking engagements for the global Water Aid Charity. As a dedicated mentor and coach across all professional levels, Ras remains a staunch advocate for gender and ethnic diversity in the workplace, embodying the essence of inclusive relationship management.
The invoice is issued on the day the course starts.
Payments can be made by bank transfer, cheque, or credit card.
Certificates are issued within 7–10 days after the course has been completed, provided that the invoice has been paid.
Once your certificate has been issued, you will receive an automated email from Cademy notifying you that it is available.
Click the Get Your Certificate button in the email to download your certificate.
You can also access it from your Cademy account:
To access the course materials, such as presentations and recordings: