How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Intermediate Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Direct Service and Community Liaison Expert in Lebanon

Executive Summary

Certified Direct Service and Community Liaison Expert

Designed for today’s high-impact professionals, the Certified Direct Service and Community Liaison Expert (CDSC2) delivers a rigorous Intermediate-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in human resource management, talent development and organisational effectiveness.

This 10 Weeks programme is structured around SHRM, CIPD and ILO Labour Standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CDSC2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Direct Service and Community Liaison Expert

Acronym

CDSC2

Who Should Enrol?

HR Managers and Directors
HR Business Partners
Learning and Development Managers
Employee Relations and OD Specialists

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards CHRO and senior people-management roles

Professional Recognition

Credential aligned with SHRM, CIPD and ILO Labour Standards

Leadership Capability

Develop the strategic and operational skills to lead complex human resource management functions

Organisational Impact

Design and implement human resource management systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to human resource management

Global Employability

Qualify for human resource management roles across multinationals, NGOs and international organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Talent Acquisition, Resourcing and Onboarding

✦Learning, Development and Talent Management

✦Performance, Reward and Employee Relations

✦HR Strategy, Analytics and Workforce Planning

✦Employment Law, Compliance and HR Governance

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Direct Service and Community Liaison Expert

Certified Direct Service and Community Liaison Expert: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Pricing and Value

Pricing, price architecture and discounting
Value proposition and differentiation
Marketing measurement and attribution
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals

Route to Market

Route to market and channel design
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Key account management and account planning
Tenders, proposals and the bid decision

Selling by Diagnosis

Consultative selling and understanding the buyer
The sales pipeline and forecasting discipline
Value proposition and differentiation

Customer Journey and Recovery

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value

Measurement and Responsible Practice

Marketing measurement and attribution
Commercial ethics and responsible selling
Customer retention, loyalty and lifetime value

Segmentation and Proposition

Segmentation, targeting and the useful segment
Value proposition and differentiation
Brand, reputation and communications

Commercial Finance

Fleet management and costs
Logistics KPIs and cost control
Ration formulation and least-cost feeding
Feed budgeting and cost control
Project finance structures
Concessional and blended finance
Infrastructure and PPP finance
Value-chain and supply-chain finance
Advisory and non-financial services
Sector-focused SME finance
Microfinance models and methodologies
Total cost and value delivered
Logistics performance and cost control
Supplier financial and operational risk
Cost-effectiveness of controls

Distribution and Supply

Team leadership in procurement
Procurement transformation and operating models
Digital procurement roadmaps
Governance of procurement decisions
Responsible and sustainable procurement
Capstone scoping: a real sourcing or supply challenge
Designing a sourcing or supply strategy
Supply market analysis and Porter’s forces
Demand and supply planning (S&OP)
E-procurement and procure-to-pay systems
Supply chain visibility and control towers
Supply analysis, gaps and scenario planning
Talent sourcing channels and pipelines
Procurement and supply chain: scope and value
The procurement cycle and operating models

Communication

Reporting to boards and executives
Monitoring, control and reporting
Professional documentation and presentation
Communication planning and management
Reporting and dashboards
Project data, reporting and analytics
Integrated marketing communications
Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership
Media and public communication
The banking system, intermediation and financial markets
Professional and persuasive communication
Transaction monitoring and suspicious reporting
Regulatory reporting and audits

Leadership and Teams

Procurement and contract management
Vendor selection and management
Issue and problem management
Servant leadership and self-organising teams
Negotiation and conflict management
Virtual and distributed teams
Team leadership and motivation
Project management software and tools
Portfolio and resource management systems
Document and configuration management
Programme management principles
Capacity and performance management
Team leadership in field and project settings
Analytical techniques and bias
Preparing financial statements

Performance and Targets

Managing schedule and budget performance
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Setting objectives, indicators and targets
Service KPIs: CSAT, NPS, CES, SLAs
Performance management in service
Coaching for performance
Banking KPIs and branch scorecards
Sales performance and pipeline management
Social performance and outreach
Investment principles and objectives
Managing team performance and dynamics
High-performance team rituals and cadence
Supplier and category performance
Contract performance and exit

Capability Development

Training and capability building
Development banking and project finance
Message development and testing
Supplier development and innovation
Training needs analysis
Continuing professional development
Development banking principles
Appraisal of development projects
Measuring development impact
The learning and development profession
Feedback and developmental conversations
Knowledge management and capability building
Creating a coaching culture
Delegating for development
Managing resistance and capability building

Strategic Context

Designing a marketing or sales strategy
Marketing strategy and the mix
Brand strategy, identity and equity
Pricing strategy
Digital marketing strategy
Data-driven growth
Key account management strategy
Building strategic customer relationships
Competitive and market intelligence
Translating insight into strategy
Scaling technologies and business models
Financial reporting frameworks (IFRS/GAAP)
Customer service and CX strategy
Sustaining strategic customer focus
Customer experience strategy

Risk and Compliance

Corporate governance in banks
Regulatory duty and accountability
Risk, compliance and feasibility analysis
Enterprise risk management in banks
Credit risk measurement and mitigation
Liquidity risk and asset-liability management
Operational risk and resilience
Interpreting financial statements
Model risk and provisioning (IFRS 9)
Regulatory compliance and central-bank rules
Building a culture of compliance
Managing price and discount governance
Managing growth, risk and resilience
Regulatory compliance and biosafety
Reporting quality and governance

Legal and Terms

Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection
Budget vs actual and variance
Cost and profitability analysis
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Procurement and contract value
Advocacy and policy engagement
Contract law and formation
Supplier and contract management systems
Forecasting and planning
Policy administration and customer service in insurance
Contract exit and renewal

Campaigns and Projects

Realising and measuring project value
Capstone scoping: a real project or programme
Designing the project plan and schedule
Project initiation and chartering
Integrated project planning
Project management plan development
Resource planning and levelling
Quality planning and assurance
Building project relationships
Scheduling and planning tools
Automation in project delivery
Designing an intervention or programme
Risk assessment and safety planning
Treatment planning and review
Goal setting and action planning

Operations

Traceability, recall and quality assurance systems
Innovation in service delivery
Journey and process redesign
Quality monitoring and coaching
Customer-centric operating models
Operational efficiency and productivity
Coaching and quality monitoring
Reconciliation and end-of-day processes
Operating-model and process re-engineering
Service quality and turnaround metrics
Designing a banking solution or process
Process and control documentation
Quality assurance of audit
Feed quality, additives and supplements
Portfolio quality and risk

Relationships and Partners

Trends: ESG, transparency and stakeholder capitalism
Shareholder and stakeholder rights
Influencing and safety leadership
Influencing and persuasion
Categories of spend and stakeholders
Internal customers and business partnering
Influencing and negotiation with stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
Data visualisation for finance
Ethics and independence in advisory relationships
Managing difficult stakeholders
Stakeholder mapping in banking
Negotiation and influencing
Relationship management and cross-selling

Ethics and Conduct

Ethical frameworks and codes of practice
Driving effective, ethical outcomes
Ethical, risk and feasibility considerations
Ethics of technology in practice
Building trust and engagement
The consulting mindset and trusted advisor positioning
Professional ethics and responsibility (PMI)
Conflicts of interest and procurement ethics
Professional standards and ethics
Marketing and sales ethics
Brand safety and responsible marketing
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Responsible and sustainable banking

International Markets

Global sourcing and international trade
International and cross-border tax
Decision support and insight
Communicating financial results
Global sourcing and trade
Psychodynamic and psychoanalytic approaches
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Attachment and developmental theory
Professional roles, boundaries and settings
Ethical principles and codes of practice

Change and Adoption

Regulatory change management
Large-scale transformation and agile ways of working
Peer support and consultation
Sustaining ethical, effective practice
Digital transformation and IT strategy
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Change and adoption in projects
Foreign exchange and hedging
Change management and adoption
The finance function and digital transformation
Agile and digital transformation projects

People and Incentives

Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Duty of care and risk management
Future of work and workforce transformation
Customer (employee/manager) satisfaction
Data protection and employee privacy
Belonging, culture and employee resource groups

Sustainability

Sustainability and responsible sourcing
Sustainable procurement principles and standards
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
Sustainability and social impact in projects
Market analysis and environmental scanning
Sustainability and responsible marketing
Record-keeping and data protection
Sustainability, ESG and integrated value
Client feedback and satisfaction
Responsible and sustainable governance
ESG principles and frameworks

Learning and Research

Evidence-based improvement
Complaint data and learning
Cognitive load and learning science
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Training needs analysis and learning strategy
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Data quality and governance
Programme governance and assurance
Managing risk and difficult cases

Markets and Customers

HR's role in culture, values and employer brand
Competitive strategy and positioning
Buyer behaviour and the customer journey
Voice of the customer and feedback
Comparable sales analysis and market evidence
The automotive market: segments, brands and buyers
Vehicle specifications, trims and options in customer language
Customer retention in the vehicle ownership cycle
Customer loyalty and repeat purchase in retail
Telecom products, tariffs and customer lifecycles
Customer personas and insight
Customer effort and sentiment analysis
CRM systems and customer data
Customer service technology stack
Social media customer care

Selling Practice

Sales forecasting
Key account management
Listing, marketing and selling property
Property viewings, offers and negotiation to close
The vehicle sales process from enquiry to delivery
Lessons learned and development
Management accounts and dashboards
Complaints, accountability and fitness to practise
Accountability and follow-through
Conflict resolution and negotiation
Marketing and sales: scope, roles and value
Sales enablement and coaching
Funnel, pipeline and conversion metrics
Commercial negotiation and value capture
Account planning and whitespace analysis

Customer Experience

Loyalty programmes and rewards
Customer journey and experience design
Retention, loyalty and lifetime value
Interaction and experience design
Journey management and tracking
Destination, venue and experience products
Service quality and the passenger experience in transport
Designing and facilitating groups
Customer success and retention
Customer experience and journey mapping
Customer experience transformation
Complaints, redress and accountability
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement

Digital Channels

Self-service and digital support
Technology selection and integration
Emerging service technologies
Digital, mobile and internet banking
Digital disruption and the future of banking
Digital transformation in banking
Branch-to-digital migration
Digital banking platforms and APIs
Payment technology and switches
Automation, RPA and straight-through processing
Cybersecurity and fraud technology
Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Email and marketing automation
Marketing technology stack

Evidence and Analytics

Data privacy and consent
Influencing and presenting insights
Data protection and customer privacy
Data, analytics and customer insight
Data analytics in audit
Evidence, judgement and scepticism
Metrics and reporting
Digital and alternative-data credit
Data migration and cleansing
Data governance frameworks and roles
Data privacy law and compliance (GDPR)
Psychoeducation and workshops
Working with organisations on wellbeing
Baseline surveys and data collection tools
Yield, productivity and profitability metrics

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Direct Service and Community Liaison Expert principles aligned with SHRM, CIPD and ILO Labour Standards
Apply evidence-based methods to improve human resource management, talent development and organisational effectiveness
Master talent acquisition, resourcing and onboarding and learning, development and talent management
Apply performance, reward and employee relations and hr strategy, analytics and workforce planning in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in human resource management

Enrolment Process

How to Get Certified

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Frequently Asked Questions

Common Questions

What is the CDSC2 certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with SHRM, CIPD and ILO Labour Standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CDSC2?

This certification is ideal for HR Managers and Directors, HR Business Partners, Learning and Development Managers and Employee Relations and OD Specialists, and other professionals seeking to formalise their expertise in human resource management, talent development and organisational effectiveness with a globally recognised credential.

How long does the CDSC2 certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CDSC2 internationally recognised?

What is the cost of the CDSC2 certification?

The Certified Direct Service and Community Liaison Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CDSC2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CDSC2?

The Certified Direct Service and Community Liaison Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CDSC2?

The Certified Direct Service and Community Liaison Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CDSC2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CDSC2?

Graduates progress towards CHRO and senior people-management roles. The CDSC2 strengthens your expertise in human resource management, talent development and organisational effectiveness and positions you for advancement across multinationals, NGOs and international organisations.

Certified Direct Service and Community Liaison Expert

Certified Direct Service and Community Liaison Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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