VISVANATHAN ACCHARI

MONTHLY REPORT
(WRITE-UP -26-06-19)
Title - Branch Operations and Process Improvement

Things Learnt:-
• KPI (KEY PERFORMANCE INDICATORS) of Relationship
Manager:-

1. Business Development –Lead Generation, Relationship Maintenance.

2. Sales-Lead Conversion, Disbursal, Legal & Technical Documentations.

3. Payment Collections.

• KPI of Customer Relationship Manager :-

1. Sanction letter

2. Loan Schedule

3. MITC

4. KYC Check

5. Disbursal

6. Pre Payment

7. Insurance

8. Promissory Note
• Overview of our product (Home Loan (Fresh as well as
Resale), Shop Loan, Mortgage Loan (LAP), SeCo Loan, Top
up Loan).
• Target Segmentation.
• Overview of overall process of execution (CIBIL SCORE
generation and its importance ,CIBIL SCORE analysis,Credit
Policy -650, Stages in Process, Sales force Portal and its basic
uses in process).
• Field Visit with CSM and RM for Verification & Document
Collections.
• Basic Terminologies (FOIR<50%, LTV<=90%).
• Product pitching for Referral Customers for Referral leads
and Top-Up Leads (Calling).
• Co-ordination in META MARKETING EVENT for Naroda
Branch- Approached various potentials markets for LAP,
understanding the marketing strategies & pitching tools.
• Understandings the scheme of Pradhaan Mantri Awas Yojna.
• Documents Required from Customers for loan sanction:
1. Original KYC for verification & Xerox copies of (Aadhar
Card,Pan Card).
2. Electricity Bill.
3. Last 6 Months Pass Book History.
4.2 Passport Size Photo.
5.6 Blank cheque leaflets.

Problems identified in Branch Operations

and Process and improvement opportunities:-

1. Mixed roles & responsibilities of CSM & RM- BM & ACSM should
define clear cut KPIs for RM & CSM.

2. There is no fixed defined process of some work procedure at some stages

of execution of process – Process Work Flow and Standard Operating
Procedure of each and RM & CSM activities should be fixed and should be
documented.

3. Improper Management of Documents-

1. Implementation of 5S tools for Documentation Maintenance.

2. Explaining the importance of 5S in Workplace to RM & CSM.

 5 S Tools

Explaining 5S tools and their

importance.

After Implementation of 5S in Office

Document Track.
 4. In case of providing loans for under-construction projects, for loan
sanction procedure builder\customer does not will to give sale deed
documents- Proper Dealing and relationship maintenance with builders and
agents and proper explanations to be given them about the disbursement
process.

5. Late receiving of Documents- TAT should monitor properly with

checklist in regular basis with authorized follow-up.

6. Some Customers doesn’t understand the process of execution at the time

of sign-in or after loan sanctationing - Customer should be explained clearly
about the process in initial stage itself in order to avoid future chaos in
service management.

ACTION PLAN FOR NEXT MONTH:-

• Finding Leads for Referral Customers by recalling.
• Conversion of leads into active customers.
• Involve in the process of lead conversion with RM.
• Collection of data for reactivating Dormant Connectors.
• Objective Settings and Hypothesis formulation for SIP HFFC
Project.
• Co-ordination with CSM for Sale deed collections of Govt.
Projects.