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CMP2173 Mastering DORA for Global Relationship Managers in Financial Services

$199.00
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A tailored course, built for your situation

Mastering DORA for Global Relationship Managers in Financial Services

Build defensible, regulator-ready narratives that stand up to scrutiny on first review

$199 one-time
24-hour access provisioning 30-day money-back guarantee Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Avoid last-minute revisions to DORA-related client engagement summaries due to gaps in evidence linkage

The situation this course is for

Relationship managers in global finance are increasingly expected to produce regulator-aware summaries that align with DORA's operational resilience mandates. Without a structured approach, outputs often require multiple review cycles to meet compliance thresholds, delaying client decisions and straining cross-functional trust.

Who this is for

Senior relationship leader in global banking who interfaces between client strategy and regulatory resilience expectations

Who this is not for

Entry-level account managers without responsibility for client portfolio continuity or resilience planning

What you walk away with

  • Produce client resilience summaries with embedded DORA evidence that pass initial review
  • Structure escalation narratives with clear ownership and documented response playbooks
  • Map third-party dependencies to resilience scenarios using standardised templates
  • Anticipate follow-up questions from compliance teams with pre-built justification flows
  • Deliver consistent, auditable narratives across jurisdictions without rework

The 12 modules (with all 144 chapters)

Module 1. Introduction to DORA and Relationship Management Scope
Understand how DORA’s operational resilience requirements intersect with global relationship management responsibilities, including definitions of critical functions and third-party dependencies.
12 chapters in this module
  1. Defining operational resilience in the context of client relationships
  2. DORA’s scope as it applies to cross-border financial services
  3. Key obligations for firms under Article 5 and 6
  4. How relationship managers are now part of resilience planning
  5. Mapping client portfolios to critical functions
  6. Understanding the role of materiality assessments
  7. Overview of ICT third-party risk expectations
  8. Evidence requirements for relationship-level reporting
  9. DORA timelines and reporting deadlines by jurisdiction
  10. Integration points with internal audit and compliance teams
  11. Common misalignments between relationship summaries and DORA scope
  12. Baseline assessment: where your current workflows stand
Module 2. Building Defensible Client Resilience Narratives
Craft structured summaries that link client engagement to resilience planning with audit-ready justification.
12 chapters in this module
  1. Elements of a defensible resilience narrative
  2. Linking client continuity expectations to firm-level BCP
  3. Documenting response capabilities for critical services
  4. Incorporating service continuity assurances from vendors
  5. Using standardised language across jurisdictions
  6. Structuring justification for review without rework
  7. Avoiding assumptions in narrative construction
  8. Referencing internal policies within client summaries
  9. Version control and change tracking for resilience docs
  10. Incorporating regulatory terminology accurately
  11. Balancing commercial sensitivity with transparency
  12. Template adaptation for regional variations
Module 3. Evidence Mapping for Relationship Portfolios
Identify and organise the documents, logs, and attestations that support resilience claims in client-facing reporting.
12 chapters in this module
  1. Types of acceptable evidence under DORA Articles 19, 20
  2. Mapping evidence to specific client tiers
  3. Documenting third-party audit reports and assessments
  4. Capturing internal testing results for resilience scenarios
  5. Organising evidence repositories by geography
  6. Using metadata to streamline retrieval
  7. Ensuring evidence freshness and validity periods
  8. Cross-referencing evidence in narrative submissions
  9. Handling gaps in vendor-provided documentation
  10. Maintaining audit trails for evidence updates
  11. Aligning evidence with internal control frameworks
  12. Common pitfalls in evidence completeness
Module 4. Third-Party Dependency Management
Track, assess, and report on external providers impacting client service continuity.
12 chapters in this module
  1. Identifying material third parties in client portfolios
  2. Classifying outsourcing vs. cloud service arrangements
  3. Reviewing contractual clauses for resilience alignment
  4. Assessing provider incident response capabilities
  5. Documenting multi-provider interdependencies
  6. Creating dependency heatmaps for leadership review
  7. Tracking provider compliance with DORA requirements
  8. Escalation protocols when provider fails resilience test
  9. Reporting on sub-outsourcing chains
  10. Using SIG Lite and other standard questionnaires
  11. Maintaining up-to-date due diligence records
  12. Integrating dependency data into client summaries
Module 5. Incident Escalation Pathways
Design clear, documented escalation routes for operational disruptions affecting client services.
12 chapters in this module
  1. Defining incident thresholds for client impact
  2. Designing role-based notification trees
  3. Documenting decision authority during outages
  4. Integrating with NOC and incident response teams
  5. Time-bound escalation triggers and SLAs
  6. Recording decisions during live incidents
  7. Post-event review documentation requirements
  8. Linking incident logs to client communications
  9. Using runbooks to guide escalation actions
  10. Testing escalation pathways with tabletop exercises
  11. Capturing lessons learned in future planning
  12. Auditing escalation pathway effectiveness
Module 6. Resilience Testing Participation
Prepare for and contribute to operational resilience testing cycles with confidence.
12 chapters in this module
  1. Understanding DORA’s testing frequency and scope
  2. Role of relationship managers in scenario design
  3. Providing client impact inputs for test scenarios
  4. Reviewing test plans for completeness
  5. Observing internal and external test execution
  6. Documenting test outcomes and observations
  7. Reporting client-specific findings to compliance
  8. Using test results to refine continuity narratives
  9. Addressing gaps identified during testing
  10. Integrating test evidence into submissions
  11. Preparing for regulator-observed tests
  12. Maintaining test records for audit readiness
Module 7. Cross-Jurisdictional Resilience Alignment
Ensure consistency in resilience narratives across regions while respecting local requirements.
12 chapters in this module
  1. Understanding EBA vs. local regulator expectations
  2. Harmonising terminology across reporting lines
  3. Managing differences in materiality thresholds
  4. Documenting jurisdiction-specific dependencies
  5. Local legal counsel involvement in narrative review
  6. Translation considerations for resilience documents
  7. Central vs. local control over evidence flow
  8. Reporting consolidated views to headquarters
  9. Using global templates with local adaptations
  10. Handling data privacy constraints in reporting
  11. Aligning with local incident response protocols
  12. Benchmarking resilience maturity across regions
Module 8. Internal Audit and Compliance Engagement
Work proactively with compliance teams to ensure submissions meet expectations.
12 chapters in this module
  1. Understanding audit checklist requirements
  2. Preparing for audit evidence requests
  3. Scheduling pre-submission alignment sessions
  4. Documenting rationale for audit trails
  5. Responding to findings without defensiveness
  6. Using audit outcomes to improve templates
  7. Integrating feedback into future cycles
  8. Maintaining ongoing dialogue with compliance
  9. Clarifying scope boundaries with auditors
  10. Leveraging audit input to strengthen narratives
  11. Avoiding common audit criticisms
  12. Building trust through consistency
Module 9. Stakeholder Communication During Disruption
Deliver timely, accurate updates to clients and internal leaders during incidents.
12 chapters in this module
  1. Crafting initial incident notifications
  2. Managing expectations during ongoing outages
  3. Providing regular status updates to clients
  4. Coordinating messaging across regions
  5. Using pre-approved communication templates
  6. Escalating client concerns to response team
  7. Balancing transparency and reputational risk
  8. Documenting communication decisions
  9. Post-incident client debriefs
  10. Integrating client feedback into improvements
  11. Training team members on communication protocols
  12. Auditing communication effectiveness after events
Module 10. Regulator Inquiry Preparation
Anticipate and respond to DORA-related questions from supervisory authorities.
12 chapters in this module
  1. Common regulator questions on relationship impact
  2. Preparing evidence packages in advance
  3. Anticipating follow-up on third-party dependencies
  4. Structuring responses with clear attribution
  5. Avoiding speculation in written replies
  6. Using internal approvals for final responses
  7. Maintaining inquiry response logs
  8. Benchmarking against peer institution approaches
  9. Practicing response workflows under time pressure
  10. Documenting rationale for decisions made
  11. Incorporating lessons from past inquiries
  12. Building confidence in response defensibility
Module 11. Sustainable Resilience Documentation
Maintain living documents that evolve with client and regulatory changes.
12 chapters in this module
  1. Designing for maintainability and reuse
  2. Scheduling regular document reviews
  3. Tracking changes in client portfolio structure
  4. Updating dependencies as providers change
  5. Versioning and archiving old documents
  6. Automating reminders for refresh cycles
  7. Integrating with CRM for client change alerts
  8. Using metadata to manage document lifecycles
  9. Ensuring document accessibility across regions
  10. Training new team members on documentation standards
  11. Auditing document health metrics
  12. Reducing technical debt in narrative assets
Module 12. Finalising and Submitting Resilience Outputs
Package and deliver client resilience summaries that meet internal and external standards.
12 chapters in this module
  1. Checklist for pre-submission review
  2. Verifying evidence completeness and linkage
  3. Obtaining necessary internal sign-offs
  4. Formatting outputs for audit readiness
  5. Delivering to compliance and oversight teams
  6. Tracking submission status and feedback
  7. Handling requests for revision efficiently
  8. Celebrating completion of resilience cycle
  9. Capturing institutional knowledge
  10. Handing over to successor teams
  11. Reviewing process for future improvements
  12. Maintaining submission records for audit

How this maps to your situation

  • When DORA scope expands to include client-facing continuity planning
  • Before first internal audit cycle under new resilience policy
  • While managing cross-border client portfolio resilience alignment
  • After regulator requests clarification on third-party dependencies

Before vs. after

Before
Spending multiple cycles revising client resilience summaries to meet audit standards, often reacting to compliance feedback.
After
Submitting complete, defensible narratives on first attempt , with embedded evidence and clear escalation logic.

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 90 minutes per week over six weeks, with self-paced access to all materials.

If nothing changes
Without a structured approach, relationship managers risk repeated rework on resilience submissions, eroding trust with compliance teams and delaying client decisions during critical periods.

How this compares to the alternatives

Unlike generic compliance trainings, this course delivers role-specific workflows and real-world templates tailored to global relationship managers navigating DORA implementation , not abstract principles.

Frequently asked

How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this relevant if I'm not in compliance or risk?
Yes , it’s designed specifically for client-facing leaders who must now produce regulator-aligned outputs as part of their role.
Can I apply this across different regions?
Yes , the course includes templates and strategies for harmonising narratives across jurisdictions.
$199 one-time. Approximately 90 minutes per week over six weeks, with self-paced access to all materials..

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee· 144 chapters· Hand-built playbook included· Account access within 24 hours
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