Alan Cassar, executive head of sales and marketing at Bank of Valletta, has recently chaired an international conference organised by the Jacob Fleming Group. The conference on the theme, “Sales & Service Excellence in Retail Banking”, was held at the Radisson SAS Hotel in Rome.

Top industry experts addressed the conference, which gave participants the opportunity to hear first-hand experience from industry leaders and to share solutions for overcoming the latest challenges in the field of retail banking. This sector remains at the forefront of income generation for the global financial services industry.

In his address to the conference, Mr Cassar outlined how Bank of Valletta has, over the past years, transformed its retail banking model making this more customer centric and aligned to deliver the bank’s unique brand experience to its customers. He explained how BOV has increased its market share whilst operating in a highly competitive market.

“Our success stems from the fact that we understand that when dealing with our customers, we must both benefit from our relationship.

This business philosophy, based on the core principle of mutuality, is enabling us to deliver a distinct customer experience, resulting in BOV becoming the brand of choice for an increasing number of customers,” explained Mr Cassar.

The distinguished panel of speakers included the head of service leadership of HBOS, UK, the customer strategy director of Barclays, UK, the head of sales force organisation of Fortis Bank, Belgium, and the head of retail banking of Banca Nazionale del Lavoro, Italy.