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Presentation Outline
The Business of Retailing: Our Beliefs
Presentation Outline
The Business of Retailing: Our Beliefs
10000
Rs Cr
Rs Cr
8000
3,50,000
9915
4000
2,50,000
2000
0
2,00,000
3,06,206
1,50,000
48%
6000
19%
3,00,000
1,00,000
1,80,768
50,000
37%
1186
3059
2008
2011
2014
SA grew from 6.2% to 16.4% of overall
deposits over last 2 planning cycles
20.0%
16.4%
15.0%
2011
2014
10.0%
8.9%
6.2%
5.0%
2008
Source: Annual Reports 2014
*Other pvt. banks include HDFC,ICICI, Axis, Kotak, Yes and ING Vysya
2011
2014
Rs Cr
800
18%
600
400
11,271
200
6,930
2011
2.0
2.7
0.9
1.2
2008
2011
602
180
2008
2014
1.0
26%
2014
300
2011
2014
1110
336
2008
594
2011
2014
CAGR
2011-14
100%
2%
13%
3410
44%
50%
98%
87%
3181
141%
28195
30000
69%
25000
20000
15000
10000
7293
5000
7293
12754
1135
227
24%
11392
2008
2011
BBG
Consumer Loans (Non Vehicle)
Consumer Loans (Vehicle)
2014
Overall Consumer
(non vehicle) +
BBG grew by 69%
from 1362 Cr to
6591 Cr between
2011 & 2014
2014
Vehicle
0%
2011
21604
Non Vehicle
80%
4%
1%
6%
44%
39%
51%
49%
2011
2014
60%
6%
12%
40%
20%
0%
BBG
Consumer Vehicle
Presentation Outline
The Business of Retailing: Our Beliefs
Consumer Bank
Segmentation
Digitization /
Technology
Operational Excellence
Quality Framework
Employee
Development
2009
2010
Categorization
of branches
into A / B / C
2011
Creation of
CAT A+
2012
Creation of
Home
Markets
2013
Creation of
Developed
Markets
2014
Creation of
Rural
Markets
2-person branches
operating in hub and
spoke model
Designed for
efficiency
Biometric
authentication
Micro-ATMs
Branches
Other delivery
channels
BaU
Business As Usual
Branches
Co-branding with
White Label ATM
operators
Flagship branches in
metros and top
cities
Enhanced brand
image in select
catchments
Virtual Teller
Machines (mini
branch)
Video Branch
Digital branches
Differentiated 24x7
service with STP;
offering ease and
convenience
Virtual Teller
Machines (mini
branch)
Video Branch
6.0
5.0
4.0
3.0
5.2
4.1
2.0
3.1
1.0
Overall
Select
Exclusive
2008-11
2011-14
Business Loans
BBG
LAP
SME
Current
Trade FX
Trade / FX
Current
Current
Gold Loans
Personal Loans
Retail FX
Health Insurance
Home Loans
Individuals
Home Loans
Credit Cards
Credit Cards
Investments
Investments
General Insurance
General Insurance
General Insurance
Life Insurance
Life Insurance
Life Insurance
Savings
Savings
Savings
Basic offerings
Investments
Payment Solutions
Mobile / Digital Wallets: own
or through partnerships
Aadhar led Direct Benefit
Transfers
Solutions / alliances for
domestic remittances
Retail
Health Insurance
Home Loans
Credit Cards
Investments
General Insurance
Life Insurance
Savings
Payment Solutions
Transaction Banking Solutions
Mobile / Mobile-POS led
payment solutions
Payment Gateways for online
payments
SME
Cheque Protect
Business Loans
BBG
LAP
Trade / FX
Current Account
Facilitation of payments
through bin sponsorship
Government /
Institutional
clients
Toll Collection
E-tendering
Tax Collection
Welfare Payments
Digital Bank
Data Analytics
Operating
Process
Redesign
Product
Development
Virtual / Video
Branch
Microsegmentation of
clients
Straight Through
Processing
Analyzed Pricing
Mobile Based
Solutions & Apps
Context specific
product offers
Online / Instant
Decisioning
Segment specific
Product Bundles
Tele-RM /
Virtual RM
Predictive
analytics
Digital
Marketing
Channel
Innovation
Social Media
Marketing
Search Engine
Marketing, etc
Principles
Paperless Operations:
Minimize physical
movement of paper
Efficient, lean
operations
Straight Through
Processing
Ensure control
& compliance
Faster Decisioning
Scalability
Skilling
FTR
Product Mix
Quality of wealth
business
Mystery
Shopping
Consistent, Superior
Customer Service
Quality Scorecard
published monthly
Mystery Shopping
Complaint /
Request
Resolution TAT
Service Score
Client Activation
Embedded in KRAs
of employees at all
levels
Attrition
IndusPro
Certification
Product / Process
Knowledge
Certification
Program such as
IndusPro
Voice of
Customer
Survey
Strong focus on
tracking quality on
a regular basis
Hiring
Performance
Management
Training
Presentation Outline
The Business of Retailing: Our Beliefs
Dominate
Diversify
Home Markets
Differentiate
6 core themes will drive the future for Consumer Bank going forward
Scale up of distribution
Digital Bank: Use of technology to find, serve and engage with customers
Branches
1400
1200
1000
800
600
400
200
180
0
2008
ATMs
4000
3000
1200
2000
1000
602
300
0
2011
2014
3400
2017
336
594
2008
2011
1110
2014
Consumer Bank will double its client base over next 3 years
mn clients
6.0
4.0
5.4
2.0
0.9
1.2
2008
2011
2.7
2014
2017
2017
Thank You!