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EXECUTIVE SUMMARY
This report concentrates on the work that has been done during the internship period at
Bank of Baroda, Charkop Branch, Kandivali west, Mumbai. It highlights the manner in
which Wealth Management is done in Bank of Baroda and comparative study of various
alternatives available in the market for wealth management.
Bank of Baroda is the second largest public sector bank in India after State Bank of
India. It offers a wide range of banking products and financial services to its corporate and
retail customers through its branches and through its specialized subsidiaries and affiliates.
Bank of Baroda Wealth Management provides discretionary wealth management service, in
which wealth managers give recommendations to customers and invest according to customer
discretion.
Further an attempt has been made to understand key elements of wealth
management Services and how wealth management has developed as an emerging sector. The
project aims to study different wealth management products provided by Bank of Baroda to
its customers. The project analyzes and compares various services provided by different
wealth management institutions in India.
A survey was conducted in order to get branches feedback on current scenario of
wealth management in Bank of Baroda and a survey for customers feedback on the various
wealth management services used by them and how much satisfied are they using the services
provided by Bank of Baroda.
The data is been collected from two sources- Primary and secondary. The primary data
is collected from various Branches in Mumbai suburb including Charkop Branch & secondary
data collected from the official record on the bank and other documents like books, journals,
Website, etc.
Chapter - 2
INTRODUCTION
2.1
Banking in India in modern sense originated in the last decades of the 18th century.
The first banks were Bank of Hindustan (1770-1829) and The General Bank of India,
established 1786 and since defunct.
The largest bank, and the oldest still in existence, is the State Bank of India, which
originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank
of Bengal. This was one of the three presidency banks, the other two being the Bank of
Bombay and the Bank of Madras, all three of which were established under charters from
the British East India Company. The three banks merged in 1921 to form the Imperial Bank of
India, which, upon India's independence, became the State Bank of India in 1955. For many
years the presidency banks acted as quasi-central banks, as did their successors, until
the Reserve Bank of India was established in 1935.
In 1969 the Indian government nationalized all the major banks that it did not already
own and these have remained under government ownership. They are run under a structure
known as 'profit-making public sector undertaking' (PSU) and are allowed to compete and
operate as commercial banks. The Indian banking sector is made up of four types of banks, as
well as the PSUs and the state banks, they have been joined since the 1990s by new private
commercial banks and a number of foreign banks.
Banking in India was generally fairly mature in terms of supply, product range and
reach-even though reach in rural India and to the poor still remains a challenge. The
government has developed initiatives to address this through the State Bank of India
expanding its branch network and through the National Bank for Agriculture and Rural
Development with focus on microfinance.
2.1.1
Scheduled Banks in India constitute those banks which have been included in the second
schedule of RBI act 1934. Scheduled banks comprise scheduled commercial banks and
scheduled co-operative banks.
Public sector banks are those in which the majority stake is held by the Government of India.
Public sector banks together make up the largest category in the Indian banking system. There
are currently 26 public sector banks in India. They include the SBI and its 5 associate banks,
19 nationalized banks and IDBI Bank Ltd.
Private Sector Banks have the majority of share capital held by private individuals and
corporate. These are the major players in the Banking sector as well as in the expansion of
business activities.
Foreign Banks are those banks which have their registered head offices in foreign country,
but operate their branches in India. The primary activity of most foreign bank has been in the
corporate segment.
Regional Rural Banks (RRBs) were established during 1976-1987 with a view to develop
the rural economy. Each RRB is owned jointly by the Central Government, concerned State
Government and a sponsoring public sector commercial bank.
Co-operative Banking sector is the oldest segment of the Indian banking system. The rural
co-operative banks comprise State co-operative banks, district co-operative banks, SCARDBs
and PCARDBs.
Non Scheduled banks form a very small component of Local Area Banks (LABs), which
play an important role in financial inclusion process.
2.1.2
competition and customer preferences, banks have started undertaking many activities and
have become one stop service providers for customers convenience.
Risk Management
Retail Banking
Investment Banking
Wholesale Banking
Treasury
Wealth Management
Corporate Banking
Depository
Cards
Banking Operations
2.2
2.2.1
From 2008 to 2013 wealth grew fastest in the Asia-Pacific region. Across all regions,
the growth of both the high net worth and ultra high net worth customer segments outpaced
that of the mass market and mass affluent segments. By 2016, total wealth in Asia-pacific is
predicted to be US $116.8 trillion and to have surpassed that of Europe (US $110.4 trillion).
The global HNWI population is 12 million and HNWI wealth is $48.5 trillion
(2013).The Worlds Wealth report states that in 2008 there were 8.6 million HNWIs
worldwide, a decline of 14.9% from 2007. The total HNWI wealth worldwide totaled
US$32.8 trillion, a 19.5% decrease from 2007.
The ultra-HNWIs experienced the greater loss, losing 24.6% in population size and
23.9% in accumulated wealth. The report revised its 2007 projections that HNWI financial
wealth would reach US$59.1 trillion by 2012 and revised this downward to a 2013 HNWI
wealth valued at $48.5 trillion advancing at an annual rate of 8.1%.Total Asset Under
Management in 2012 is a total of $64 trillion, representing a compound annual growth rate
(CAGR) of nearly 6 percent, which is estimated to grow to $102 trillion by 2020Major
competitors in wealth management industry globally are UBS, Bank of America (parent
company of Merrill lynch),Wells Fargo, Credit Suisse, JPMorgan Chase, Morgan Stanley,
HSBC, Deutsche Bank, Barclays, BNP Paribas.
2.2.2
Before the advent of liberalization in India wealth was concentrated in few hands.
After 1991, when the Narasimha Rao Government introduced liberalization it lead to wealth
creation from private enterprises.
Wealth Management is one of the fastest growing disciplines of the banking sector and
with a GDP growth rate hovering around the 9% , 175,000 millionaire households and a
strong future outlook, Indias growth story is making it an increasingly attractive market for
wealth management firms. This trend is expected to continue, with India estimated to become
the third largest global economy by 2030.
Indias market is fragmented, with organized sector (independent firms, banks,
brokers) battling unorganized sector (private advisors, CAs)
The 21st century in India saw a spell of entrepreneurial ventures which has created an
ever growing High Net worth Individuals or HNWIs. India has more billionaires than Japan.
5
In India, 1000+ house-holds with USD 30 Million or above, 2,50,000+ house-holds with USD
1 Million or above.25 Private Banks with around 15000 Wealth Manager targeting this big
chunk of Wealthy Indians. Only 5% of High Net Worth Individuals are tapped by the Indian
Wealth Management Industry. HNWIs consist of 8% of the total wealthy households but
constitute around 45% of the total wealth.
Among the total HNWIs in India, only 20% of the HNWI take advice from the
financial advisors. Advisory asset management and Tax planning is the most demanding
among HNWIs followed by Financial Planning Investment in Fixed income products accounts
for maximum percentage of HNWI investment in various investment products. Business
income contributes the maximum (39%) wealth for HNWIs in India and requires solutions
which can help to protect wealth and risk mitigation. The majority (69%) of the HNWI
population lies in the age group of 30-55 and they prefer wealth accumulation, and risk
mitigation and require sophisticated products which can offer high returns in a short period of
time.
Indias HNWIs wealth will grow by a CAGR of 12% and it will reach close to $949
billion by 2015.Preferred savings instruments of Indian as of now is Real Estate and Gold.
Both of these have their own problems and sooner or later Indians would become more
agreeable to Capital Market Investment Instruments.
2.2.3
2.3
On 20th July 1908, under the Companies Act of 1897, and with a paid up capital of Rs
10 Lacs started the legend that has now translated into a strong, trustworthy financial
body, THE BANK OF BARODA.
The founder, Maharaja Sayajirao Gaekwad, with his insight into the future, saw "a bank of
this nature will prove a beneficial agency for lending, transmission, and deposit of money and
will be a powerful factor in the development of art, industries and commerce of the State and
adjoining territories."
2.3.1
MISSION STATEMENT
2.3.2
Bank of Baroda has 4873 branches in India , 93 branches overseas , 13 zonal offices
and 56 regional offices with employee base of 42215 as on 2014.The bank, along with 13
other major commercial banks of India, was nationalized on 19 July 1969, by the
Government and has been designated as a profit-making public sector undertaking (PSU).
Bank of Baroda is one of the Big Four banks of India, along with State Bank of
India, ICICI Bank and Punjab National Bank.
2.3.3
Government Business
Apart from rendering all other Personal banking services to its customers/public, Bank
of Baroda also works as Agency Bank for undertaking various types of Govt. Business
viz.
Govt. Deposit Schemes/Bonds
Pension Payment Business
Collection of Central/State Taxes
Services to Civil/Non-Civil Ministries
Baroda Gift Cards, Prepaid Cards, ATM cards , Debit cards and Credit cards.
Facilities like Internet Banking, Mobile Banking , RTGS and NEFT and E-broking.
Facility to Book Rail Tickets, Baroda easy pay, Baroda eshoppe , Baroda Instapay ,
Payment Gateway, Making donation online , Online loan application and tracking.
Bank of Baroda offers various NRI services and does business in Retail banking,
Wholesale Banking ,Rural Agriculture Banking , SME Banking.
2.3.4
INITIATIVES
10
(1) Conversion of all metro and urban branches into modern centres known as Baroda
Next branches.
(2) Creation of Automated and Leaner Back Offices like City Back Office (for
automated cheque processing etc), Regional Back Office (for faster account opening etc),
Establishment of two Call Centres, Creation of Academy of Excellence, Introduction of
Frontline Automation at select branches for customer convenience and Organizational
Restructuring.
Peoples Initiatives
Bank is endowed with a competent and motivated employee base which is engaged in
handling the extensive business operations of the Bank across the globe. Strategic HR
interventions like, according cross border and cross cultural work exposure to its managers,
hiring diverse functional specialists to support line functionaries and complementing the
technical competencies of its people by imparting conceptual, managerial and leadership
skills, gave the Bank competitive advantage. People initiatives were blended with IR
initiatives to create an effectively harmonious workplace, where everyone prospered.
Marketing Initiatives
Ever since its rebranding in 2005, Bank has consistently promoted its major strengths
viz. large international presence; technological advancement and superior customer service
etc. Bank had introduced the sub brand BARODA NEXT-State of the Art-Straight from the
11
Heart to showcase how it has utilized technology to nurture long term relationships for
superior customer experience.
The sub brand has been reinforced by alternate delivery channels such as internet
banking, ATMs, mobile banking etc and robust delivery outfits like Retail Loan Factories,
SME Loan Factories, City Sales Office etc. Banks constant endeavor to strengthen its
branch/ATM network combined with well informed staff offering personalized service at its
various touch points have enhanced customer interactions and satisfaction. Thus the Bank has
firmly positioned itself as a technologically advanced customer-centric bank.
Gross Profit and Net Profit were Rs 9,291 crore and Rs 4,541 crore respectively.
Net Profit registered a growth of 1.35% over the previous year.
12
Net Interest Margin (NIM) as per cent of interest earning assets in global operations
was at the level of 2.36% and in domestic operations at 2.87% during FY14.
Business per Employee moved up from Rs 1,689 lakh to Rs1,865 lakh on year.
2.3.6
BOBCARDS Ltd.:
Bobcards Ltd is a credit card company, 100% subsidiary of Bank of Baroda , one among the
pioneers in Indian card market. The company is in the business of Credit cards And Point of
sale (POS) Acquiring. Bank of Baroda had introduced its first charged card
13
named BOBCARD in the year 1984. The whole operation of this plastic card was managed by
Credit card division of Bank of Baroda. BOBCARDS has over 6000 Electronic Data Capture
(EDC) terminals all over India.
The various products, which are marketed by BOBCARDS are namely BOBCARD Corporate
Global, GOLD Visa, GOLD MasterCard,EXCLUSIVE (General, Youth & Woman), SILVER,
PLATINUM, SIGNATURE. These card products has been launched keeping in view the
different need of different people.
Nainital Bank Ltd:
Bank has its Head Office at Nainital, Uttarakhand and Three Regional Office's, one each at
New Delhi, Haldwani & Dehradun. The delegation of powers is decentralized upto the branch
level to facilitate quick decision making.
Associates:
Baroda Pioneer Asset Management Company Ltd
India First Life Insurance Company Limited
Baroda Uttar Pradesh Gramin Bank
Baroda Rajasthan Gramin Bank
Baroda Gujarat Gramin Bank
Nanital -Almora Kshetriya Gramin Bank
Jhabua-Dhar Kshetriya Gramin Bank
Overseas Subsidiary:
Bank of Baroda (Botswana) Ltd.
Bank of Baroda (Kenya) Ltd.
Bank of Baroda (Uganda) Ltd.
Bank of Baroda (Guyana) Ltd.
Bank of Baroda (New Zealand) Ltd
Bank of Baroda (Tanzania) Ltd
Bank of Baroda (Trinidad & Tobago) Ltd.
Bank of Baroda (Ghana) Ltd.
Representative Offices:
Bank of Baroda (Thailand)
Associate:
14
2.3.7
FINANCIAL BACKGROUND
The Banks performance has been improving over the years and is evident from the year
on year growth as reported in the annual report and other financials
2013-14
(Rs. In crores)
Segments
Domestic
International
Total
Particular
s
Curr year
Prev.year
Curr year
Prev.year
Curr year
Prev.year
Revenue
38421.82
33876.80
4980.63
4950.58
43402.45
38827.28
Assets
4,27,952.6
1
3,81,404.3
2
2,31,551.9
2
1,65,731.1
2
6,59,504.5
3
5,47,135.4
4
15
Chapter - 3
16
3.1
The term Wealth Management formed with two words Wealth and Management. The meaning
of Wealth is-Funds, Assets, investments and cash ,it means the term Wealth Management
deals with funds Asset , instrument ,cash and any other item of similar nature. Wealth
Management is an all inclusive set of strategies that aims to grow , manage ,protect and
distribute assets in a much planned systematic and integrated manner.
3.2
CONCEPT OF HNWI:
A high-net-worth individual (HNWI) is a person with a high net worth that is a person with
with high investible surplus.
The Worlds Wealth Report defines HNWIs as those who hold at least US$1 million in
financial assets and ultra-HNWIs as those who hold at least US$30 million in financial assets,
with both excluding collectibles, consumables, consumer durables and primary residences.
According to Investopedia, there are distinct classifications of HNWI. An investor with less
than $1 million but more than $100,000 is considered to be "affluent", or perhaps even "subHNWI". The upper end of HNWI is around $5 million, at which point the client is then
referred to as "very HNWI". More than $50 million in wealth classifies a person as "ultra
HNWI"
3.3
Currently in India there are majorly three types of wealth management service providers viz.
Banks, Brokerage firms and Boutique advisory firms.
Banks Banks are known to have larger investment distribution model which means
that they do not concentrate on only one investment options but on a large investment
portfolio. Further they cater also to mid-level segment clients apart from the HNWIs
Boutique advisory firms Boutique advisory firms are known to provide customized
financial solutions to the clients which are majorly the ultra-HNWIs (greater than
USD 30 million) and HNWIs(USD 1 million to 30 million).
17
3.4
3.5
The term Wealth Management comprises a number of aggregated financial services. The
following categories of services offered by banks in India to their customers are generally
included in the term Wealth Management Services (WMS):
i) Referral Services
ii) Investment Advisory Services (IAS); and
iii) Portfolio Management Services (PMS).
In addition to the above services, banks also market and distribute third party financial
products. The particular business model adopted by individual banks may differ in terms of
products and services offered, corporate structure, clients targeted and revenue generated.
Though these services are offered by banks, Investment Advisory as well as Portfolio
Management Services are regulated by SEBI. Similarly, in offering referral services for
insurance, banks are required to comply with relevant IRDA regulations.
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3.6
Asset Mix
Asset mix is the allocation of a portfolio between asset classes, it balances return and risk .
Returns are a combination of the income from an investment and the price appreciation over
the period of time. Returns is usually proxies by the standard deviation of returns, how
much the return change about the long term average.
List of different asset classes
1. Fixed deposit
2. Mutual fund
3. Equity
4. Commodities
5. Art fund
6. Real estate fund
7. Insurance product
8. Structured product
9. Gold
10. Currency
3.7
Wealth management firms face many challenges in formulating winning services offering
meeting the client needs. Some of key challenges faced by wealth management firms are:
1. Highly Personalized and Customized Services
19
20
Chapter - 4
OBJECTIVE AND SCOPE OF STUDY
The project aims to study and analyze Wealth Management in Bank of Baroda :
Through the past results, to identify the potential of wealth management sector
Baroda ,
21
4.1
METHODOLOGY
RESEARCH METHODOLY
For this study the following approach has been adopted:
Two questionnaires were prepared for branches and customers:
A structured questionnaire containing those factors which revealed product offerings,
current practices and procedures adopted for Wealth Management at Branch level.
A structured questionnaire containing those factors which revealed the understanding
and preferences of the customer regarding their investment in Wealth Management
products.
PRIMARY DATA
The primary data for this research is collected directly from the Branch Managers of
various branches in Mumbai Suburbs and the High Net Worth customers of Bank of Baroda,
Charkop Branch. Also, primary data for insurance products in Bank of Baroda was collected
22
from India First Life Insurance sales representative and some assistance was taken from
Jogeshwari Regional Office, Bank of Baroda.
SECONDARY DATA
The secondary data for this research is collected from the annual reports of Bank of Baroda,
documents provided at the branch regarding Wealth Management and Social media sites.
23
Length of the Questionnaire: The questionnaire for Factor Analysis was restricted to only
12 questions for branch survey and 18 questions for customer survey apart from
demographics and a lengthy questionnaire was avoided. Only those questions were
included in the questionnaire which would help to determine the different alternatives
taken up by the customers for Wealth Management. The questionnaire was approved by the
faculty guide as well as the industrial guide. Lengthy questionnaire can negatively impact
the response rates as well as the representation of the sample.
Questions: Repetitive questions were avoided in the questionnaire so that the respondent
enjoys filling the questionnaire and can fill it using all his knowledge without getting
irritated. Apart from this, while framing the questions, only relevant factors were taken into
consideration. The relevance of the factors was determined on the basis of the discussions
held with the mentors. The factors included are those which would reveal the tastes and
preferences of the customers regarding their investment portfolios and some well-known
principles of Wealth management. In the process, for every factor, both positive and
negative questions were designed so as to probe the respondent and get a true picture.
Scale of the Questionnaire: A Likert scale was used for the questionnaire covering all the
possible answers to the questions asked so that the respondent has a say in his answer. The
respondent should never feel that the answer he actually wants to give is not present in the
questionnaire.
Structure of the Questionnaire: The questionnaire used in the study was structured in a
manner that it reflects a train of thought, so that the respondent feels connected to the
questionnaire as if it is a logical conversation. Another important feature that was taken into
consideration while structuring the questionnaire is the order of questions. If the questions are
not properly ordered, it would result in the problem of Habituation. It means that some people
will usually start giving the same answer, without really considering it, after being asked a
series of similar questions. Respondents tend to deliver more accurate answers if the
questions pertaining to a particular factor are not asked in a series. The third important feature
that was considered during the formulation of questions is avoidance of multiple concepts in a
single question. So, after taking all the above mentioned variables into mind the questionnaire
was formulated and consequently designed.
24
Avoidance of errors: While the questionnaire was designed, full attention was paid that all
be possible errors that can be avoided. There are two types of errors that could arise while
constructing a questionnaire:
Error of Commission, Where the questions involved are worded poorly so that
they are unclear and ambiguous.
Error of Omission, Where in some questions representing a factor are left out and
hence omitted from the study.
4.2
LIMITATIONS
Sample data collected from only few branches of Bank of Baroda in Mumbai Suburbs
which may have resulted in biasness in data.
Sample data collected from only High Net Worth customers of Bank of Baroda ,
Charkop branch which may result in biasness in data.
Actual Picture VS Inflation: What is the actual position of market they dont know
because everything is done by WM professionals. So they cannot assume their
position in the market that also results in inflation because economy is unknown about
the actual state. There may be chance that the customers are in risk but they are
showing the false return and Vice-versa.
25
Chapter - 5
5.1
5.1.1
STANDARD CHARTERED
26
appropriate
to
your
5.1.1.1
ASSET SIZE:
Wealth
Management
5.1.1.2
Department
Equities
Deposits
Mutual funds.
Commodities
Structured Products
Insurance Products
5.1.1.3
unique
has
asset
requirements
under
management
and
is
status.
Rs710
Cr.
Excel banking
In todays fast moving, technology-driven world, you need your bank to keep pace
with your banking needs. Thats why you need Excel Banking - a much personalized Wealth
management service that has been designed to help you make the most of your money,
without taking up most of your time. With the services of their personal Relationship Manager
customer can access complete Wealth management solutions, from routine banking and
transaction management to more complex investment services and insurance advisory
services. Whats more, you also get fee waivers on premium savings and current accounts and
preferred pricing on a range of complementary banking products and services.
Here are the unique features of Excel Banking:
Exclusive privileges such as a free gold card, free debit cards and discounts on
lockers, demat accounts and overdraft against term deposits.
Free multi-city cheque book for current account and savings account holders.
27
Phone Banking and ATM facilities for 24 hour access Parivaar Account
Parivaar is a unique Wealth Management Solution from Standard Chartered Bank
that offers your family flexibility, convenience and essential tools for Wealth accumulation
and preservation.
Parivaar is much more than a regular Savings Account. It allows you maintain your
individual identity while allowing you to tap your familys financial strength.
Here are some of the features of the Parivaar savings account:
Your family can maintain individual savings accounts with the benefit of clubbing
balances in grouped accounts.
Anytime, anywhere access to accounts through ATMs, Phone Banking and Online
Banking.
Globa1ly valid ATM-cum-debit card can be used at 3,26,000 merchant outlets in India
and 14 million outlets worldwide.
5.1.2
In India ICICI bank is a very Well-known bank in the field of Wealth management. ICICI
Bank will float subsidiary for the purpose of WM activities in Canada & other market even as
ICICI has rolled out ICICI Group Global Private Clients for those with net worth of$ 1
million or more. ICICI GCPC launched their business in Dubai very recently in the month of
April-08 and caught 2500 clients. They are going to add another 1000 high network clients
this year. ICICI Bank is using the services of global players like Merrill Lynch, City group,
and UBS for catching the clients for Wealth Management business. ICICI Bank and its
subsidiaries are engaged in the development of various attractive products (services) for the
28
clients with net worth of$ I million. The eyes of ICICI Group Global Pvt. Clients on the rising
number of dollar millionaires at present they are 100,000 in number in few year the number
will definitely increase. Indias No.2 lender banker IC ICI expects to sustain the 70% growth
in its private Wealth management business. ICICI has 150,000 customers with investible
surplus of at least Rs. 10 lakhs equity, real estate and private equity is driving the private
banking business in India.
5.1.2.1 ASSET SIZE
Wealth Management Department has asset under management - Rs.1230 Cr.
5.1.2.2 ASSET CLASSES USED
Deposits
Mutual Fund
Equity
Structured Product
Insurance Products
Dedicated Business Banking Advisor (For entrepreneurs, managing the financial needs
of a business.)
ICICI Group Expertise. (expertise in many financial services, from banking and
broking, to insurance, real estate, equities etc)
Priority services
29
Priority Processing.
5 stage process, where Relationship Manager and a team of experts will work closely with
the customer.
Privileges
Personal Banking Privileges
personalized international Debit Card and Family Wealth Account.
Lifestyle Privileges
Investment seminars, lifestyle events and special offers on lifestyle brands.
3 Stages Objective-
30
Relationship Manager and assigned expert will analyze financial need and suggest
superior investment solutions to meet customers specific objectives taking into account the
current economic environment. Current financial position, investment objective and risk
taking ability is analyzed of a customer.
Accordingly investment is suggested. In case of property investment ICICI Home
Finance along with their team of real estate experts will helps to identify and shortlist
properties that meet customer's requirements. They will be with you at every step of the
property purchase process. Along with assistance in property selection, support for loans and
documentation is also provided.
2.Manage your wealth
PRODUCTS
31
5.2
FINANCIAL INSTITUTIONS
5.2.1
MOTILAL OSWAL
Motilal Oswal Securities Ltd. (MOSL) was founded in 1987 as a small sub-broking unit, with
just two people running the show. Focus on customer-first attitude, ethical and transparent
business practices, respect for professionalism, research-based value investing and
implementation of cutting-edge technology have enabled us to blossom into an over 1500
member team.
It has a diversified client base that includes retail customers (including High Net worth
Individuals), mutual funds, foreign institutional investors, financial institutions and corporate
clients. The Companies headquarter is in Mumbai since March 31, 2014, has a network spread
over 507 cities and towns comprising 1,534 Business Locations operated by our Business
Partners and us. As on March 31, 2014, company has 800,385 registered customers.
Research is the solid foundation on which Motilal Oswal Securities advice is based. Almost
10% of revenue is invested on equity research .At present there are 30 research analysts
researching over 200 companies across 20 sectors. From a fundamental, technical
32
and derivatives research perspective, Motilal Oswal`s research reports have received wide
coverage in the media..
5.2.1.1 ASSET SIZE
Motilal Oswal Securities Ltd brings with more than 2 decades of experience & expertise in
equity research and stock broking. They are one of the leading portfolio service providers,
with asset under management worth Rs. 590 Crores
5.2.1.2
Direct Equity
Mutual funds
Structured products
Insurance products
Fixed deposits
Commodities
Currency
ASSET
CLASSES
USED
Value Strategy: The Value Strategy aims to benefit from the long term compounding
effect on investments done in good businesses, run by great business managers for superior
wealth creation.
Next Trillion Dollar Opportunity Strategy: The Next Trillion Dollar Opportunity
Strategy aims to deliver superior returns by investing in focused themes which are part of the
next Trillion Dollar GDP growth opportunity. It aims to predominantly invest in Small & Mid
Cap stocks with a focus on Identifying Emerging Stocks/Sectors.
33
Bull`s Eye Strategy: Bulls Eye PMS Strategy is designed to invest in stocks with
short-medium term perspective. The investment philosophy is to find Momentum in Value.
It follows an active process driven method of profit booking .The Strategy aims to buy stocks
ahead of the window when positive corporate developments occur /when valuation gaps open
up & sell when the target price of stock is reached or prices stagnate.
Privileged Access
Capabilities
Relationship
Benchmarks
Personalized
Strategies
Measurement
Investment
to
Institutional
Institutional Research
Credit Solutions
Exceptional Client Experience
Multi
Platform
Monitoring
&
Transactional Capabilities
Institutional Approach to Client
Servicing
Travel Services
34
The Kotak Mahindra Group (Kotak) has one of the oldest and the most respected
Wealth Management teams in India. Kotak offers the widest range of wealth to High NetWorth Individuals for over thirteen years, emerging as the largest Wealth Manager by a wide
margin.
The Kotak client base ranges from entrepreneurs to business families, and also
includes employed professionals. Kotak provides financial advice and manages wealth for
40% of Indias top 100 families with Management offices spread across 9 cities in India.
5.2.2.1 ASSET SIZE
It is also one of the largest, with Assets under Management of over Rs. 3300 Crores.
ASSET
5.2.2.2
Direct Equity
Mutual funds
Structured products
Insurance products
Fixed deposits
Commodities
Real Estate
Estate Planning
Art
CLASSES
USED
Defining the customer risk profile and connecting it with the environment such as
Demographics - age and life stage and Socio economic profile attributes such as
habits and lifestyle.
Deciding Asset risk portfolio , Asset allocation and stabilizing the returns.
35
GEMS Portfolio
Origin
Select Portfolio
Select Optima
Investguard Portfolio
Core Portfolio
NRI
They are providing above products according to the customer requirement. The above
products are varying to high risk customers to low risk customers with a time origin of
investment. They have a separate service for NRI asset management service.
Transaction services:
o Execution
Your decision to invest in a certain scheme comes with the need for execution of such
an investment. In this scenario, you will benefit the most with a dedicated team of
managers: Relationship manager and Service Manager
Transparent Advice: by allowing a broad portfolio view with no bias regarding any
product or manufacturer.
36
Asset-Goal Planning: brings in the necessary discipline to make asset allocation work
helping you plan for clear goals and ambitions.
Additional Value Added Services:
Advisory
Advise on the structuring of an Estate Plan for the benefit of future generations and
management and administration of the Estate during and post life.
Trusteeship
Executorship
Acting as an Executor for administration of the Estate on the death of the Settlor.
Safe Custody
Providing safe custody for all the movable assets viz. jewellery, paintings, etc. and title
documents of various properties.
Kotak Mahindra Trusteeship Services Ltd (KMTSL) is a 100% subsidiary of Kotak Mahindra
Bank Ltd and offers Estate Planning Services to High Net-worth families.
Family Office Services:
Created to meet the needs of Ultra High Net-worth Investors, Family Offices function
as private wealth management advisory outfits. A Family Office is a comprehensive solution
to manage your familys financial and wealth affairs.
Diverse range of services for Ultra High Net-worth Individuals (UHNI) families:
Wealth Advisory and Investment Services
Banking and Credit
Estate Planning Services*
37
Consolidated Reporting
Referral for Philanthropy Services
Professional, Taxation and Administrative Services
Concierge Services
Service Eligibility
5.3
5.3.1
With more than 120 years of strong existence and 6081 total branches including 5
foreign branches, 6940 ATMs as on Mar14, Punjab National Bank is serving more than 8.9
crores esteemed customers. PNB, being one of the largest nationalized banks, has continued
to provide prudent and trustworthy banking services to its customers. The Bank enjoys strong
fundamentals, large franchise value and good brand image. To meet the growing aspirations of
the people and compete in these tough conditions, the Bank offers wide range of products and
services.
Wealth Management services is a stride towards PNBs Endeavour to give to its
customers an End to End solution for all their financial needs under one roof.
5.3.1.1 ASSET SIZE
Punjab National Bank and Principal Financial Group are co-sponserers.Principal
Financial Group is a recognized leader in investment management, with more than $483.2
billion in assets under management.
5.3.1.2 ASSET CLASS USED
Fixed Deposits
Mutual Fund
Equity
Insurance Products
38
COUNTRY
OF INCORPORATION
INDIA
PROPORTION
OF OWNERSHIP %
74.07
INDIA
51.01
INDIA
100
INDIA
81
2.
3.
4.
5.3.1.3
Under the Wealth Management services, the bank gives expert advice on the following areas:
PRODUCTS:
Insurance:
Life
PNB has partnered with MetLifeInc. To form a Life Insurance Joint Venture in
India called PNB MetLife India Insurance Co. Ltd. The products of PNB MetLife
39
are being sold with trust of PNB under corporate agency arrangement with this
insurance giant.
Non Life
The Bank has made Bancassurance Tie-up with Oriental Insurance Co. Ltd.
(OICL), a Public Sector Undertaking, which offers variety of products e.g. Fire
Insurance, Motor Vehicle Insurance, Marine Insurance & Misc. Insurance Policies
like Shop-keepers Policy; Theft/Burglary Policy; Fidelity Guarantee Policy;
Personal Accident Policy, Health Insurance Policy; Overseas Travel Insurance
Policy, House Hold Goods Policy etc. at a competitive price with assured post sale
services.
Mutual Fund:
In an endeavor to enlarge the range of services available to our customers , PNB has
been distributing the products of Principal PNB asset Management Company Pvt. Ltd. from
its designated branches since July, 2004. To provide variety of Mutual Funds to its customers
now bank has also started the Distribution and Marketing of UTI Mutual Fund products.
ASBA (Applications Supported by Blocked Amount):
As a "Self Certified Syndicate Bank" (SCSB) by SEBI, an additional mode for
applying in IPO / FPO / Right Issues and NFO of Mutual Funds has been made available by
Punjab National Bank in the form of Application Supported by Blocked Amount (ASBA) to
All category of Investors who are the customers of our Bank.
What is ASBA:-ASBA means "Application Supported by Blocked Amount", enables
investors to apply for IPOs / FPOs and rights issues without making a payment. Instead, the
amount is blocked in investors' own account and only an amount proportionate to the shares
allotted goes out when allotment is finalized.
NSE Market tracker:
It is a share market tracker of NSE stock Exchange.
40
On Banks 106th Foundation Day , India First Health Card was introduced to facilitate
cash less benefits to card holders at empanelled hospitals through Point of sale(POS)
Machines ,also enabled at Merchant establishments since 2014.
Bank of Baroda offers various products of Wealth Management under different asset class
such as:
5.3.2.1 ASSET CLASSES USED
Insurance Products
Mutual Fund
Structured Products
Deposits
5.3.2.2 PRODUCTS OFFERED UNDER WEALTH MANAGEMENT
BANCASSURANCE:
For development of business of Wealth Management under Insurance Products, Bank
of Baroda has entered into Joint ventures and tie-ups with Insurance Companies likeName of Tie-up Partner
National Insurance Co Ltd
National Insurance Co Ltd
India First Life Insurance Co. Ltd
Name of Product
Non Life (General) Insurance
Medical aid Insurance
Co-branded Product Baroda
Health
Life Insurance
Date of Tie-up
01.06.2004
23.02.2006
12.11.2009
41
(ULIP)
(ULIP)
(ULIP)
(ULIP based Health Insurance)
(Endowment Plan)
(Pure Term Insurance Plan)
Benefits:
42
Payment of premium Online www.niconline.in : using Credit/ Debit cards or swipe machines
in select offices and for select products Private Car, Two Wheeler, Personal Accident,
Individual Mediclaim, Parivar and Overseas Mediclaim
24x7 live chat for Product and service related information for Customers
Facility of payment of premium through NEFT / RTGS.
Swipe card facility in all offices in Delhi
Net banking transaction introduced
Mobile based renewal facility for personal line insurances
SAMMAN Services has been introduced for Senior Citizens
BARODA HEALTH MEDICLAIM INSURANCE BUSINESS:
Bank launched a co-branded product for the benefit of Banks customers with
exceptional features in a tie-up arrangement with National Insurance Company Ltd. (NICL)
on 23rd February 2006. The product carries a very low amount of premium besides having
many benefits.
This product that is available through network of Banks branches, attaches utmost
importance for our Bank in terms of augmenting fee-based income. Our Bank earns
commission @ 15% of the premium amount paid by the customer.
It is a Medical Insurance Scheme, which takes care of the hospitalization expenses incurred
by the customer upto the amount of sum insured, in respect of the following eventualities.
Benefits:
It is available for a very low premium compared with similar products available in the
market.
43
The insured pays one single premium and obtains cover for a family of 4 self, spouse
and 2 dependent children upto the age of 25 (A family Floater Scheme).
Non-earning son / daughter upto the age of 25 years are considered dependent
(scholarship amount is not considered as income.) Married daughters even below the
age of 25 years are not considered dependent.
Upper age limit of primary member (first named person) is allowed upto 80 years, if a
person obtains the insurance cover before completion of 65 years and continue to
renew the policy upto the age he wishes to or 80 years, whichever is earlier.
Insurance coverage i.e. sum assured may range from ` 50,000/- to ` 5.00 lacs per
family of 1+3.
Any surgery required on account of any disease or accident that occurs during the
currency of the policy is also covered.
Pre-existing diseases also get coverage after 3 continuous claim-free policy years.
The scheme is administered through Third Party Administrators (TPAs) and the TPAs,
looking after the entire country have collectively identified the hospitals in various
cities for treatment of the insured individuals.
The insured individuals get cashless hospitalization facility in these selected hospitals
through TPAs. The whole process is hassle-free and treatment upto the limit of
insurance is available without any payment at the time of admission or discharge.
Payment of hospital bill up to the sum insured will be taken care of by the TPA
directly.
Income Tax benefit is available under section 80 D for the premium paid.
A copy of the guidebook is provided to each policyholder who takes policy from the
branch which provides all the details and procedure with regard to lodgment of insurance
claim.
MUTUAL FUNDS:
44
Bank of Baroda to provide HNI and affluent customers a total financial solution
including alternate investment avenues under one single roof, has entered into tie-up
arrangements with -8 Asset Management companies namely,
Name of Tie-up Partner
UTI Mutual Fund AMC Ltd.
Birla Sunlife AMC Ltd.
Reliance Capital AMC Ltd.
Sundaram BNP Paribas AMC Ltd.
Franklin Templeton Investments
Baroda Pioneer AMC Ltd.
Kotak Mahindra AMC Ltd.
IDFC AMC LTD.
Name of Product
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Various Mutual Fund Products
Date of Tie-up
01.03.2006
05.04.2006
06.06.2007
15.10.2007
15.10.2007
05-10-2007
03.06.2009
03.06.2009
Product Offerings:
UTI Mutual Fund AMC Ltd:
Offers fund in 3 categoriesEquity Fund (27)
Balanced Fund (9)
Debt Fund (15)
Birla Sunlife AMC Ltd:
Birla Sunlife AMC Ltd offers fund on the bases of customer needs:
Wealth creation Funds (18)
Tax savings Fund (1)
Savings Fund (9)
Regular Income Fund (2)
Other Funds (4)
Reliance Capital AMC Ltd:
Offers fund 3 categoriesEquity Fund (28)
Debt Fund (12)
Gold (2)
Sundaram Mutual Fund :
Offers fund in 2 categories:
Equity (15)
Fixed Income (12)
Frankiln Templeton Investments:
45
Set up in 1996 as Templeton Asset Management India Pvt. Limited in India. It flagged off the
mutual fund business with the launch of Templeton India Growth Fund in September 1996,
and since then the business has grown at a steady pace.
It offers fund in 2 categories-equity and Fixed Income funds. Total funds offered are 26.
Baroda Pioneer Asset Management Company Limited:
Baroda Pioneer Asset Management Company Limited is a joint venture between two large
and well-established financial services companies - Bank of Baroda and Pioneer Investments,
a joint venture (2008).
Baroda Pioneer Mutual Fund is positioned to serve the varied asset management needs of
investors in India through a range of equity, debt and money market offerings.
The Company operates out of 54 locations in India and manages average ass ets of about Rs.
8105.95 cr. for the quarter ending March 2014.
Product offerings:
Baroda Pioneer PSU Equity Fund
Baroda Pioneer infrastructure Fund
Baroda Pioneer ELSS96
Baroda Pioneer Growth Fund
Baroda Pioneer Balanced Fund
Baroda Pioneer Banking and Financial services Fund
Kotak Mahindra Mutual Fund:
Offers funds in following categories:
Equity fund (9)
Debt fund (14)
Balanced fund (1)
Funds of fund (2)
Exchange traded fund (4)
IDFC Mutual Fund:
Offers funds in the following categories:
Equity Funds (7)
Hybrid Funds (4)
Debt Funds (3)
103542
89051
46
74233
45404
41349
33079
16024
14
7217
19
Benefits:
47
2.Recurring Deposit Account styled as Baroda First Regular Deposit Account, wherein only
annual installments shall be payable.
3.India First Smart Save Plan- ULIP Scheme of India First Life Insurance Co. Ltd.
4.Group Term Insurance through Baroda First Savings Deposit Account.
Baroda First Wealth Pack shall be available in 3 variants:
Out of above three variants, customer will have the option to choose any of the
variants depending on his income as well as saving needs and shall be required to deposit the
respective annual amount as stated above for 10 years. Parent company for BFWP is Malad
Branch.
Target Group:
Customers who have attained the age of 18 years or above but not completed the age
of 60 years and wish to buy Baroda First Wealth Pack (BFWP).
Features:
Baroda First Savings Bank A/c and Baroda First Regular Deposit A/c are products of
Bank of Baroda and shall be governed as per Banks rules.
India First Smart Save Plan and India First Group Term Insurance Plan are products of
India First Life Insurance Co Ltd and shall be governed by Companys rules.
Insurance claims shall also be settled as per Companys rules.
The amount paid by the customer towards insurance premium is admissible for
deduction . Insurance premium shall be payable on the date of opening of account and
renewal premium on the respective date in the next year and subsequent years.
Settlement of claim under the scheme rests with India First Life Insurance Co Ltd.
The completed proposal form along with other supporting document for insurance (i.e.
papers related to India First Smart Save Plan (ULIP) and Group Term Insurance
Plan) will be collected from customer by the India First Business Development
Manager (BDM)/ Bank staff and finally given to the Branch for opening of account.
The process of Ask Apply Get (AAG) for simplified issuance of the policy shall be
followed by the India First BDM (Business Development Manager) to activate the
insurance policy.
48
The documents collected shall be dispatched by the Branch to the Central Processing
Center of India First Insurance Co Ltd at Central Processing Cell of Company.
The hard copy of the India First Smart Save Plan policy document along with the
certificate of insurance for group term plan shall be handed over by India First
Insurance Co Ltd to the Branch within one week after opening of account for onward
delivery to the customer.
Benefits:
5.3.2.3
SERVICES PROVIDED BY BANK OF BARODA UNDER WEALTH
MANAGEMENT:
E-BROKING:
Baroda e-Trade:
Bank of Baroda offers Baroda e-trade, the online trading facility, through its whollyowned subsidiary BOB Capital Markets Ltd. BOBCAPS is a SEBI registered Category I
Merchant Banker and is also a member of both the premier exchanges in India.
Benefits of Baroda e-trade:
49
Baroda e-Trading:
Name of Tie-up Partner
M/s India Infoline Limited
Name of Product
Baroda e-Trading
Date of Tie-up
25.01.2007
Bank of Baroda in association with M/s. India Infoline Ltd. brings forward a fast, easy,
transparent and hassle-free way for investing / trade in shares in secondary capital market
through National Stock Exchange and Bombay Stock Exchange.
Benefits of Baroda e-Trading:
Trading in shares backed by funds and securities available in the bank / demat
account.
Access to world class research reports, absolutely free, on trading and investment from
India Infoline.
All hurdles associated with e-trading like tracking of settlement cycles, paying and
receiving funds in savings account, paying and receiving shares in Demat accounts
have been removed.
Investor Terminal & Trader Terminal - Trading work station that refreshes the rates on
its own of stocks that are of interest the customers. For traders, this is a premium
service and available at a cost or minimum brokerage amount.
Multi exchange trading :Trade execution on both the exchanges, BSE & NSE.
MIS Customer can generate / view / print your accounts related reports and details
(contracts/bills/ledger, trade register, net position details, etc.) any time any where.
Other Products under Tie-up Arrangements:
Name of Tie-up Partner
Name of Product
Date of Tie-up
50
by our Bank in the form of Application Supported by Blocked Amount (ASBA) to All
category of Investors who are the customers of our Bank.
What is ASBA:
ASBA means "Application Supported by Blocked Amount", enables investors to apply
for IPOs / FPOs and rights issues without making a payment. Instead, the amount is blocked
in investors' own account and only an amount proportionate to the shares allotted goes out
when allotment is finalized.
It is a supplementary process of applying in initial public offers (IPO), right issues and
follow on public offers (FPO) made through book building route and co-exists with the
current process of using cheque as a mode of payment and submitting applications.
Bank is providing this value added service free of cost for issues with book building at Stock
Exchanges.
Benefits of ASBA to Investors:
The investor need not pay the application money by cheque rather block his/her bank
account to the extent of the application money, thus continue to earn interest on
blocked money in the account.
The investor does not have to bother about refunds, as in ASBA only an amount
proportionate to the securities allotted is taken from the bank account when his/her
application is selected for allotment after the basis of allotment is finalized.
The application form is simple and can be downloaded from BSE / NSE websites and
need not to visit the office of broker / consultant to collect blank form or deposit the
filled up form.
The investor deals with the known intermediary i.e. his/her own bank.
Eligibility of Investors:All investors who are having a current / savings bank account with our bank can apply
IPO/FPO/NFO/Right issues using ASBA facility thorough his/her bank account with us.
FIXED DEPOSITS:
Depending on the period, various fixed deposit products are available with good
interest rates on your savings. Offering security and competitive rates of interest on the
following deposits with
o
o
o
o
o
As Recurring Deposits:
o Recurring Deposit
o Baroda Samriddhi Quarterly Recurring Deposit
o Baroda Samriddhi Half Yearly Recurring Deposit
o Yatha Shakthi Jama Yojana
Benefits:
Wide range of deposits available to suit various needs of customers regarding short
term o long term deposits with attractive interest rates.
Wide range of deposits available which varies according customer preferences such as
tax saving, monthly savings, combination of fixed and recurring deposits.
Various schemes to give added advantage to customers with attractive interest rates.
Deposits tailored according to the demographics of the customers such as income, age,
purposes etc.
Low risk products for investing money with fixed and secured returns.
5.3.2.4
52
Popularizing the Banks initiatives for sale & distribution of these third party products
The widespread publicity with focused marketing approach proactively amongst the
target group of customers would certainly give an edge to the efforts of the branches for
increase of business and revenue for the Bank in this fiercely competitive environment.
However, branches must note that the efforts should be made to sell those products that satisfy
and meet with the needs & requirements of the customers.
INSURANCE PRODUCTS
ROLE OF INSURANCE COMPANIES REGIONAL OFFICES
SALES PROMOTION
India first life insurance company is conducting wide publicity in the branches of the
Bank through supplying Posters, Banners and Pamphlets specially targeting the product.
Offices of NICL all over the country are advised to supply publicity material,
necessary literature on their various insurance policies and stationery for facilitating the
insurance business at all Bank of Baroda branches.
Sales representatives appointed for sale of India first life insurance with allotment of
maximum 11 branches of a particular area. Total responsibility from Targeting customers,
converting leads into clients to providing after sale services and grievance redressal is handled
by the assigned Sales representative of that particular area thereafter.
ROLE OF SPECIFIED/IDENTIFIED STAFF IDENTIFIED FOR INSURANCE PRODUCTS
Popularizing the tie-ups in local areas and approaching all our Corporate clients &
Big Clients for business along with the branch officials.
Sensitizing the designated Branch Managers and other Officers / staff about the tie-up
and also familiarizing them about the procedure of mobilizing / booking business.
Following up with the leads generated by branch staff , need analysis of customers,
converting them into clients,(additions)
53
During the NFOs Mutual Fund company does a lot of publicity and promotional
activities which generates the customer interest to invest in the offers and this makes
selling easier.
MF Company would be giving wide publicity in the branches of the Bank. They shall
be supplying Posters, Banners and Pamphlets specially targeting the product.
The application forms and other promotional materials will be made available at all
major centers and offices across the country.
Popularize the tie-up in local areas and approach all our Corporate clients & Big
Clients for business along with the branch officials.
Sensitizing the designated Branch Managers and other Officers / staff about the tie-up
and also familiarizing them about the procedure of mobilizing / booking business.
To explore business prospects along with the Branch Staff & Branch Managers
support and the Mutual Fund Companys Staff, and mobilize maximum business to
make the tie-up a successful initiative.
To guide and facilitate the customers of the Branches for the Mutual Fund business
development with the support and team work of the Branch Manager & other Staff
member.
54
To ensure that the applications received at the designated Branch are properly dealt as
per the laid down procedure.
The Branches / Specified Persons should see that all transactions of investors will be
processed by the AMC as per the rules & regulations prescribed by the AMC
governing the transaction.
In terms of IRDA requirement Banks own employees are required to undergo training
and pass the examination in life insurance for undertaking selling of life insurance
products.
Bank of Baroda has been organizing such training program from time to time in
coordination with insurance partners.
Augmentation of fee income is vital for the Bank and each branch to make extra
efforts to increase its fee income through a variety of product and services by cross
selling and up selling strategies.
All the branches are proactive in marketing /selling of life insurance products and
spontaneously render help / assistance and co operation to the representatives of
IndiaFirst Life Insurance Co. Ltd. towards developing the business.
Intensive training of identified officers and staff in the branches was given through
the training system of NICL as well as the Bank. (additions)
5.3.2.5
The grievance redressal mechanism in case of any customer complaint has been
introduced to ensure hassle free customer service. In case branches / regions do not get
positive response from ROSA coordinators / Chief Regional Manager, they are suppose to
make a reference to Wealth Management Services department at Corporate office giving
full particulars and details of the case.
Chapter - 6
55
ANALYSIS
Survey was conducted in order to get branch feedback about the current practices and
procedure for wealth management and the major constraints faced to promote these services.
Also a survey was conducted to collect customers feedback on the various wealth
management services used by them and how much satisfied are they using the services
provided by Bank of Baroda. Below are some of the key findings:
In Bank of Baroda following products and services are offered under Wealth Management:
Deposits
Insurance products
Mutual Funds
Structured Product
ASBA and e-broking
Number of Branch
3
2
1
0
1000-5000
Age
Gender
Male
18%
5000-10000
>
30
Female
30
20
10
no.of customers
0
83%
51
-6
0
Below 1000
Age in years
56
Profession
Service
Professionals
5% 3%
Self Employed
Housewife
18%
18%
58%
Other
23%
78%
no of
customers
knowing about
WM in BOB
No of
customers not
knowing about
WM in BOB
Number of Branch
4
3
2
1
0
Below 30000
30000-50000
50000-100000
23%
15%
4%
2%
baroda health
mutual fund
deposits
other
55%
57
Baroda Health
other
4%
13%
13%
39%
26% 4%
lower premiums
4%
online facility to make premiums or payments
8%
good services
4%
35%
exemption from medical check up
unique scheme/policy
19%
wide range of deposits available
4%
4%
other
reimbursementof mediclaim
23%
Promotional Activities
adv through newspapers,pamphlets and banners
customer meets
conducting campagns
2% 7% 2%
30%
5%
setting up help desk
12%
28%
communicating verbally
personal visits
14%
other
58
No of customers
30
25
20
15
10
5
0
re
co
m
ot
he
r
si
on
al
pr
of
es
Annual Income
18
16
14
12
10
8
6
4
2
0
10
00
00
0-
15
00
00
0
no of customers
>
50
00
00
no of customers
by
m
en
da
tio
n
O
ve
ra
ll
re
pu
ta
ba
tio
nk
n
s
in
ve
st
m
en
ts
ty
le
tr
an
sp
ar
en
cy
no of customers
23
20
15
10
11
Annual income
5 6
m
gr
ow
de
cr
ea
se
e
sa
m
St
ay
su
bs
ta
nt
ia
ly
0
od
er
at
el
y
59
investments in WM products
Fixed deposit
Mutual fund
structured product
other
Equity
Commodities
6%
6%
25%
Insurance product
29%
13%
10% 1% 10%
20
15
10
5
0
low risk/Mf in blue chip comapnies
25%
23%
5%
20%
28%
60
15%
58%
13%
generating leads and identifying HNW customers
word of mouth adv
19%
6%
3%
competitive rate of int
flexible procedures and door to door services
13%
16%
29%
other
27
20
15
19
10
no of customers
16
16
5
0
private and foreign banks
financial institutions
1
other
Sell it quickly
15%
3%
sell over several months40%sell over an entire year
43%
61
am
at
eu
r
in
te
re
st
in
no
vi
ce
no of customers
no of customers
de
di
ca
te
d
W
M
se
rv
ic
es
te
am
ot
he
r
no of customers
be
tt
er
be
tt
er
in
tr
at
es
30
25
20
15
10
5
0
MAJOR CONSTRAINTS
customer reluctance in investing in high risk products
10%
insufficient time and knowledge with BOB staff
5%
5%
past experience,current economic and market conditions
5%
5%
26%
62
3% 6%
17%
33%
8%
Training to staff
increase in advertising rate to
create maximum product awarness
good co ordination with india first
and baroda pioneer
representatives
other
8%
25%
179
176
176
177
170
172
165
171
165
160
162
rating by customers
155
ef
ci
en
tly
in
te
ra
ct
in
g
un
de
rs
ta
nd
in
g
ne
ed
s
150
63
8%3%
8%
20%
63%
very satisfied
somewhat satisfied
neutral
somewhat dissatisfied
very dissatisfied
64
6.2
KEY FINDINGS:
These findings are based on the branch survey and customer survey conducted :
Maximum number of Customer generated in the branches monthly is between 10005000 for Wealth Management products.
The customer available for Wealth management products are 18% female and 82%
male out of which maximum are in the age group 31-50.
Mostly the HNWI are self employed or professionals with annual household income
between 500000-1000000.Their income is likely to grow moderately in future.
Awareness about the Wealth Management products of Bank of Baroda among the
customers is only 22%.
Apart from deposits customers are not fully aware of the Wealth management products
and services.
After deposits the second most preferred product by customers is India first life
insurance and Baroda wealth pack.
Customer needs products with assured and safe returns with low or moderate risk.
Majorly customers choose Bank of Baroda for banking because of overall reputation
of the bank, location of the branch suiting their convenience and customer services
provided at Bank of Baroda branches.62% of customers are very satisfied with overall
products of Bank of Baroda followed by 20% customers somewhat satisfied. Bank of
Baroda Wealth management services are opted majorly for understanding and meeting
customer investment needs, Being easily accessible and Following up reliably.
Customer preference over Bank of Baroda for banking is majorly with financial
institutions and Private sector and Foreign Banks. This is majorly because of better
services, better interest rates and strong customer relationship management in these
Banks.
65
Preference of customers is maximum for investment basket of low risk plus high risk
products and to stock in blue chip Mutual Fund Companies. This indicates that
maximum number of customers have low risk taking capabilities.
Maximum customers next major expenditure is paying for college education 28%
followed by Buying a house, car , investment in real estate etc 22%. This is evident
from the fact that maximum number of customers belonging in the age group of 31-50
, whereby an individual is in process of settling in his or her life. Therefore whatever
the investments with the individual would be used in 1 to 5 years.
Most commonly used strategy used for income maximization from wealth
management products is indentifying HNW customers and generating leads for India
first and Baroda Pioneer representative 29% followed by creating maximum product
awareness 19% among existing customers and building strong customer relationship
and using word of mouth advertising to attract customers. Maximum product
awareness is created through various promotional activities.
Maximum customers plan for long term investments for about a year or above a year
and not selling them immediately after incurring losses. This is because maximum
customers have basic understanding or no knowledge about Wealth Management
industry products and services. Majorly their primary investing objective is is growth
47% followed by Safety 40%.
The major constrain faced by the branches is that there is no special department or
specialized officer appointed in every branch or at least in high business branches
(26%)who can completely focus on Wealth Management services right from
indentifying the HNW customers, their need analysis to providing efficient after sale
services and handling customer grievances. The next constrain is customer reluctance
in investing in high risk products(16%) because of low confidence in wealth
management products followed by the constrain -insufficient time and knowledge
with the Bank of Baroda branch staff(15%).
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Chapter - 7
CONCLUSION & RECOMMENDATION
7.1 CONCLUSION
The Indian markets competitive intensity is increasing as a number of new local and
global players are planning to enter the market, while existing players are expanding their
operations aggressively. A number of wire houses are launching wealth management services,
aiming to gain greater wallet share by cross-selling. In the short term, the industry will remain
fragmented, with a large number of broker-dealers, sub-brokers, financial advisors, insurance
agents and tax consultants offering wealth management services.
Wealth Management being ancillary business of Bank of Baroda it has not still
established its roots in the Wealth Management market where well established players and cut
throat competition already exists. Most organized players have so far focused mainly on the
urban segment, leaving untapped about one-fifth of Indias high net worth individuals
(HNWI) population. While early entrants and established local players have gained trust with
potential investors. New entrants like Bank of Baroda in the Wealth Management market will
need to invest heavily in brand-building exercises to convey their trustworthiness.
For brand-building as a Wealth Management service provider it is necessary to create
maximum awareness about the Wealth Management products among the existing and
potential customers. Awareness of available financial products is low in the target population,
especially in Tier 2 and Tier 3 cities. This is mainly because the bank has joint ventures and
tie-ups with other Mutual fund and insurance companies for sale of Wealth Management
product. The marketing and selling is mainly done by sales representatives of these
companies. Bank Of Baroda as a bank is a well established player in the banking industry but
as a Wealth management service provider it plays a secondary role in promoting these
services. For example , India first life insurance company does not engage in any marketing
and promotional activities for its products. It conducts all marketing activities through its copartners Bank of Baroda and Andhra Bank. Here, it is very difficult to tap potential customers
for insurance products where a well known established player like LIC already exists.
Also, majority customers targeted for wealth management products are existing
customers of Bank of Baroda. These customers divert their fund from deposits and saving
accounts to invest in wealth management products affecting the core banking business of
Bank of Baroda. Therefore it should be seen that Wealth management business should be
conducted without affecting its core business.
Moreover customer faith in private investment companies has dithered due to number of
factors including a series of high-profile scams, detrimental practices of wealth advisors
with a short-term view , miss-selling on account of completing the targets and the lack of a
strong investor protection environment which has contributed to investor insecurity. Advisors
tend to push products that earn higher commissions under the current framework and
recommend frequent portfolio churns to increase the number of transactions, leaving clients
feeling cheated. This the primary reason for investors taking a myopic view towards
investments, largely discarding the option of long-term investments and personal retirement
planning unless offered as an additional tax savings instrument. This affects the brand image
of the institution offering Wealth management Services.
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The percentage of wealthy individuals with the branches is very small compared to
other established players. This factor also differs according to the locality of Bank of Baroda
branches. For many branches in suburb areas the HNWI customer base is low, 80%- 90%is
aspiring class who does not have the surplus income to invest in high risk products. Their
major requirement is fixed and secure income with minimal risk, 5%-6% are senior citizens
who are risk averse hence not available for investments in Wealth Management products,
remaining 5%-10% are already investors with other established players in the market.
The HNWI and family-office segment is largely served by foreign banks and large
domestic brokers, whose reach is limited to metro areas. It is estimated that about 20% of the
Indian HNWI population lives outside major metros and is still served by unorganized
players. Here, the reach of Bank of Baroda as a wealth management service provider will play
a very important role in capturing available wealth and converting it to assets under
management.
Bank of Baroda has maximum customers in the age group of 31-50. This group of age
is dynamic in nature, comparatively has high risk taking capability. The demographic
difference presents an opportunity to create new products to address the needs of a young
population and leverage new technologies. Also bank has high number of customers
belonging to below 25 years age group. Focused efforts are required to tap this young mass
affluent segment with more tailored products and services under Wealth Management suiting
their requirements. This would enable the bank to maintain long term relationship with this
group of customers. Banks focus of promoting the Wealth management products is more
Traditional, advertising through print media which can be changed to more technology driven
approach such as social- and mobile-enabling investing applications as a key differentiator.
India has the key ingredients of a high-growth wealth management market, namely a
very large and young mass affluent segment; an increase in the wealth of global Indians; the
Indian governments push to curb illicit leaks and more tightly regulate markets; and an
increasing share of the organize market players. The regulatory environment in the Indian
wealth management space is evolving, presenting opportunities for established wealth
managers to expand their offerings. Still, the sophistication and breadth of products is limited
by Bank of Baroda compared with the choices offered by players in Wealth Management
markets. Also, bank offers wealth management products and not services. The income
generated through these products to the bank is purely commission based. No fee is being
charged for the advices given to customer for investment for their rupee. Therefore the
income generated through these products is minimal.
In comparison to other competitors bank has no dedicated department or specialised
team of Wealth management (consisting of relationship manager , service manager etc)
assigned to branches selling Wealth Management products. Bank has introduced project
Navnirman for organizational restructuring aimed at transforming the banks branches into
modern sales and services outlets. In these structural changes branch is to be divided into
back office and customer service departments. Also various individuals have been identified
as Sales Manager, Relationship Manager etc with pre defined roles and responsibilities
including cross selling and up selling of products. The implementation is this initiative is still
in process. Major limitations for this initiative is mainly reluctance of employees specially old
to accept the structural change and mould according to the new role defined for them. Second
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major reason is no sufficient training to employees and monetary incentives are provided too
keep them motivated. Cost has to be incurred in training and hiring employees for wealth
advisory services. Given the nascent stage of the Indian wealth management industry, firms
face a shortage of trained advisors. This problem is further aggravated by the high rate of
employee attrition. Developing and retaining highly qualified advisors will be critical. Bank
will need to work out a retention strategy for their advisors as demand of resources rapidly
exceeds supply. Stemming attrition is critical because when advisors leave the firm, they take
a significant portion of their client base and assets with them.
Considering all this , the entry of Bank of Baroda in the Wealth Management industry cannot
be neglected. Given the phenomenal brand equity, reach, old corporate relationships and
ability to invest in top-of-the-line technology platforms, Bank of Baroda can be a formidable
competitor, particularly in the mass affluent segment.
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7.2
RECOMMENDATION
It is recommended that Bank take a long-term view while evaluating potential return on
investment.
70
Bank can team up with the local players like with wealth specialists, professional
CAs, private investment firm from developed markets to enhance their product and service
offerings.
Superior advisor technology has the potential to greatly enhance advisor productivity,
by minimizing the time spent on administrative and compliance activities, thus allowing
advisors to better focus on client servicing. Advisor platforms that offer lead management,
portfolio management, financial profiling, asset allocation and transaction management
capabilities can integrate multiple touch points and improve advisor experience. Adoption of
these platforms will also reduce time to market and help in providing differentiated services
based on client segments.
Embracing Mobility solutions will provide the bank with the ability to conduct
business in locations that are not covered by the branch network. They also provide financial
advisors with the flexibility to work from anywhere and provide them critical information on
a real-time basis. Also, as the target segment for wealth management products is fairly young
and fluent in the use of technology, mobility solutions will help avoid situations where the
customer is better aware than the bank, contributing to higher customer satisfaction.
Internet and mobile technology penetration is deep among the target segment and has
the potential to exponentially increase the reach of wealth management services. Employing
these technologies will also help bank serve customers in a cost-effective manner and will
enable them to reach out to the larger mass affluent segment. With the of 3G services in hand,
wealth managers have the potential to connect with clients via video telephony, further
reducing the need for them to establish an extensive physical presence.
Some efforts to be taken at branch level:
More usage of social media like phone banking , internet banking ,sms banking for
being easily accessible and for better grievance redresal .
Proper co-ordination with India first life insurance and Baroda pioneer mutual fund
sales representatives for customer convenience like fixed day and time of their visits to
branch so the customer queries can be solved face to face.
More use of innovative ideas to increase up selling and cross selling of these products
as being different than competitors is the need of the hour.
A specialised department for wealth management including wealth experts and advisors
can be regulated in major metro Politian cities with a centralized Data centre to handle all the
71
clients of that particular city removing branches as intermediaries. Data can be collected from
all the branches about the customers and targeting of customers can be done directly through
data centers by way of electronic media or telephonically. Customers can be targeted above
a threshold limit. A team of specialised officers can then schedule meetings in branches to
meet their investors to address their doubts and grievances periodically.
Also cost effectives measures can be adopted to reduce the cost incurred on Wealth
Management products. For example, front and back covers of pass books can be used for
advertising new product offerings , advertising on cover pages of annual reports etc this
would create awareness about the products and also reduce cost. Also focusing more on
advertising through websites , messages , emails and adopting more technological driven
approach for advertising these products would be cost effective.
The initial cost on applying these measures would be more than the income generated
through these services. Allocating a separate personal or department for wealth management,
converting banks approach from providing wealth management products to providing wealth
management services would not be cost beneficial, the cost incurred would be more than the
income generated. But there exist a possibility that if expenses are incurred on applying the
aforesaid measures the income generated may increase due to focused approach. This one
time expenditure incurred for further enhancement of wealth management can prove to be an
investment with profitable returns in long run.
The wealth management industry in India is poised for significant expansion, given the
favorable market landscape and expected regulatory boosts for the sector. This provides
exciting growth opportunities which will drive rapid market expansion, coupled with an
increase in the number of industry participants. To successfully tap into this potential, Bank of
Baroda must undertake a customized approach, taking into account the specific attributes of
the Indian market. This will need to be supported by a robust and cost-effective business
model focused on improved transparency and compliance, synergistic partnerships and
efficient technology solutions.
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Chapter - 8
ANNEXURES
8.1
DATE
:_______________________________.
:_______________________________.
DESIGNATION
:_______________________________.
Questionnaire
1. Do you have Wealth Management services in your Branch?
a) Yes
b) No
2. What Products are offered under Wealth Management in your Branch?
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
Fixed Deposits
Mutual Fund
Equity
Commodities
Art Fund
Real Estate
Insurance Product
Structured Product
Gold
Other(specify)
_________________________________________________________.
3. What is the approximate number of customers using services provided under Wealth
Management?
a)
b)
c)
d)
e)
Below 1000
1000-5000
5000-10000
10000-15000
15000 and above
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4. What is the Approximate Income generated through Wealth Management services in your
Branch?
a)
b)
c)
d)
Below 30000
30000-50000
50000-100000
100000 and above.
6. What are the major promotional activities taken for products of Wealth Management?
__________________________________________________________________________.
7. What Strategies are applied to maximize the income generated through wealth management
services?
__________________________________________________________________________.
10. What are the major constraints faced by the bank in marketing and selling the Wealth
management products?
___________________________________________________________________________.
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__________________________________________________________________________.
NAME (optional)
:____________________________________
Date
:_____________________________________
CONTACT NO.
: ____________________________________
EMAIL ID
:_____________________________________
STATUS:
a) Married
b) Unmarried
Gender :
a) Male
b) Female
Profession:
a)
b)
c)
d)
e)
Service
Professionals
Self-employed
Housewife
Other
Age:
a)
b)
c)
d)
30 and below
31-50
51-60
60 and above
75
b) 500,000-10,00,000
c) 10,00,000-15,00,000
d) 15,00,000 and above.
1. Over the next several years, you expect your household annual income to:
a)
b)
c)
d)
e)
3. When do you expect to use the bulk of the money you have been accumulating in your
Investments?
a)
b)
c)
d)
Fixed Deposit
Mutual Fund
Equity
Commodities
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e)
f)
g)
h)
Real-Estate Fund
Insurance product
Structured product
Other
Very satisfied
Somewhat satisfied
Neutral
Somewhat dissatisfied
Very dissatisfied.
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d) I understand that investments can have occasional negative annual returns. However, I
have a higher chance of reaching my investment goals if I stick with my portfolio over
the long term. I would not make changes.
15. Rate the following for Bank of Baroda Wealth Management Services:
Very
satisfied
Somewhat
satisfied
Neutral
Somewhat
Dissatisfied
Very
Dissatisfied
17. Reasons for Choosing Other Institutions Over Bank of Baroda for Wealth
Management?
a)
b)
c)
d)
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18. What enhancements or new services would you like to see from Bank of Baroda
Wealth Management?
__________________________________________________________________________.
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