The 9 Pil­lars of Re­tail Bank­ing Strat­egy

Banking Frontiers - - Cover Story -

Geo­graph­i­cal Ex­pan­sion: Off­site ATMs (first co­op­er­a­tive bank to get li­cense for brown­la­bel ATMs), tac­ti­cal branch ex­pan­sion and Elec­tronic Bank­ing Cen­ters

Prod­ucts: Prod­uct align­ment with the mar­ket to of­fer mod­ern age bank­ing prod­ucts and ser­vices.

Seg­mented Ap­proach: Dif­fer­ent prod­ucts cus­tom­ized for dif­fer­ent seg­ments, dif­fer­ent pric­ing for dif­fer­ent seg­ments, dif­fer­ent ex­pe­ri­ence for dif­fer­ent seg­ments of cus­tomers and mul­ti­ple lay­ers in man­ag­ing cus­tomer re­la­tion­ship.

Au­to­ma­tion & Re-en­gi­neer­ing pro­cesses to in­crease op­er­a­tional ef­fi­ciency:

Doc­u­ment Man­age­ment Sys­tem, Loan Man­age­ment Sys­tem & Loan Orig­i­nat­ing Sys­tem and Cen­tral­ized Clear­ing.

Go­ing Dig­i­tal: Au­to­ma­tion of pro­cesses, im­prove­ment in cus­tomer ex­pe­ri­ence at dif­fer­ent chan­nels / touch points, best sys­tems in pay­ments to help cus­tomers.

Cus­tomer Ser­vice: SVC Care 24x7 cus­tomer care cen­ter fo­cus­ing on ser­vice re­quests and cus­tomer en­gage­ment right from the start of the re­la­tion­ship.

Chan­nel Ex­pan­sion: Ex­pand­ing chan­nels to fa­cil­i­tate smooth func­tion­ing and to gen­er­ate busi­ness op­por­tu­ni­ties

Con­trols & Gov­er­nance: In­creased em­pha­sis on sys­tems, pro­cesses and com­pli­ances.

Peo­ple Par­tic­i­pa­tive Ap­proach: Aim is at in­clu­sive growth mean­ing all lev­els of staff

will be pro­vided with train­ing

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