MPGB: Ramping up the BC channel
Madhya Pradesh Gramin Bank has also started monthly test of all employees to judge the level of proficiency:
Madhya Pradesh Gramin Bank came into being on 1 April 2019 following the amalgamation of Narmada Jhaubua Grameen Bank and Central Madhya Pradesh Gramin Bank. It is sponsored by Bank of India and has a network of 866 branches and 14 regional offices. The bank has been taking various digital initiatives like micro-ATM deployment, kiosks, mobile vans etc to increase its business The bank’s Chairman B. Sunil Sharma says the bank has already deployed 200 micro-ATMs and another lot of 400 micro-ATMs will be deployed soon, after reviewing the performance and business growth after the first deployment.
TRANSACTION THROUGH BC
Business Correspondents are helping the bank to promote digital transactions like activation of ATM cards, transactions through Aadhaar cards, etc. Sunil says the bank has opened approximately 500,000 new accounts and have done millions worth of transaction through BCs in FY 2020-21.
The bank does not offer mobile banking and the ATM machines are not owned by it. However, since its customers are rural based, they prefer transactions through BCs rather than mobile apps. Says Sunil: “We are providing digital transactions through APBS, ACH, NEFT, RTGS, ATM, POS, BHIM Aadhaar, AEPS, and internet banking view only. RTGS/NEFT facility is enabled at all branches.”
VIRTUAL CULTURAL CHANGE
As banking in general has changed postcovid with many activities becoming virtual, Madhya Pradesh Gramin Bank too has effected certain changes and is now planning to implement them. Sunil elaborates: “We are now conducting board meetings through video conferencing, which is a first in RRBs. Review meets of regional managers and branch managers are held through virtual mode. Conducting virtual in-house training programs is now normal. We have started online test series and knowledge updation programs online. Branch inauguration and
customer meets also happen virtually. We are planning to generate business leads online and trying to strengthen customer relations by using online mode.”
Apart from this, the bank is noticing that staff members are more cautious about their health, customers are also maintaining physical distancing and hygiene. Sunil maintains that there is saving of time and cost effectiveness by adopting the virtual. It is also helping the bank to increase compliance level by effective follow-up through online mode.
STAFF-WISE TRAINING DATA
The bank has a separate Learning & Development Department to provide training and necessary support to its employees for skill development and increase efficiency. “We are conducting various inhouse training programs/oneday workshops. These include induction training, topics such as banking operations, credit, KYC/AML, NPA management, human resources, etc. We are also conducting ‘ Gyanodaya Session’ every Friday at branch level for updation of knowledge,” says Sunil.
The bank is keeping track of all the training programs the employees have gone through and assess the level of proficiency each one has received following the training and decide whether any additional training is required. The bank is also nominating staff members for various training programs conducted by Staff Training College - Bhopal, BIRD - Lucknow, BIRD - Mangaluru, CAB-Pune etc. It has employee wise data at the head office and the regional office levels regarding training programs. It has recently started monthly tests for all employees to judge the level of proficiency.
SOCIAL MEDIA, PROMOTIONS
The bank has considerable presence on social media. There are a number of online marketing and promotional efforts undertaken and planned for the current FY. Says Sunil: “We have made our website as the main touch point for customers. We have been using Twitter and YouTube for promoting our products. We have been preparing video clips for promoting financial literacy and for advertisement purposes. We are also trying to use ‘pay-perclick advertising process and extensively deploying mobile vans for advertisement purposes in villages and rural areas.”
SERVICES AT BC POINTS
In the post-covid scenario, the bank has plans for IT and digital initiatives as also to facilitate business growth in the current FY. Says Sunil: “IT is the backbone for our banking business; we are regularly reviewing our strategy in relation to IT for our business. As most of our customers are from the rural areas and BCs are the backbone of their transactions, we are planning to implement more and more banking services at BC points like cheque book request, stop cheque request, ATM blocking, to provide ease in banking services for our rural customers.”