Employee Performance Appraisal Guide

Operationalization Guideline
Commercial Bank
for Employee Performance
of Ethiopia Appraisal
Banking Business Branch Unit
Sector
April 2019
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Contents
Introduction................................................................................................................................................................................................................................... 9
Branch Manager’s Goal and targets............................................................................................................................................................................................. 10
A. Target.................................................................................................................................................................................................................................. 10
I. Appraisal Parameter for targets that can exceed expectation................................................................................................................................................10
II. Appraisal Parameter for targets that cannot exceed expectation..........................................................................................................................................11
NOTE:..................................................................................................................................................................................................................................... 11
B. Data tracking:...................................................................................................................................................................................................................... 13
C. Appraisal parameter:........................................................................................................................................................................................................ 13
I. Appraisal parameter for targets that can exceed expectation................................................................................................................................................14
I. Targets that will be measured based on year-to-date performance....................................................................................................................................14
II. Appraisal parameter for targets that cannot exceed expectation..........................................................................................................................................16
Manager Branch Business........................................................................................................................................................................................................... 17
A. Target.................................................................................................................................................................................................................................. 17
I. Goals and target that Can Exceed Expectation..................................................................................................................................................................... 17
II.............................................................................................................................................................................................................................................. 17
B. Data tracking:.................................................................................................................................................................................................................... 18
C. Appraisal parameter......................................................................................................................................................................................................... 18
I. Appraisal parameter for targets that can exceed expectation..............................................................................................................................................18
ii. Appraisal parameter for targets that cannot exceed expectation.......................................................................................................................................19
Manager Branch Operation.......................................................................................................................................................................................................... 19
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A. Target.................................................................................................................................................................................................................................. 19
I. Goals and target that Can Exceed Expectation................................................................................................................................................................ 19
II. Goals and target that Cannot Exceed Expectation...........................................................................................................................................................20
Note:........................................................................................................................................................................................................................................ 20
B. Data Tracking..................................................................................................................................................................................................................... 21
C. Appraisal Parameter:........................................................................................................................................................................................................... 21
i. Appraisal parameter for targets that can exceed expectation................................................................................................................................................21
ii. Appraisal parameter for targets that cannot exceed expectation..........................................................................................................................................21
Manager Branch Internal control................................................................................................................................................................................................. 25
A. Targets................................................................................................................................................................................................................................. 25
II Goals and target that Cannot Exceed Expectation...............................................................................................................................................................25
B. Data tracking:...................................................................................................................................................................................................................... 26
C. Appraisal Parameter............................................................................................................................................................................................................ 26
Manager Customer Service Sales................................................................................................................................................................................................ 29
A. Target.............................................................................................................................................................................................................................. 29
II. Goals and target that Cannot Exceed Expectation...............................................................................................................................................................29
B. Data Tracking...................................................................................................................................................................................................................... 29
C. Appraisal Parameter............................................................................................................................................................................................................ 30
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I. Appraisal parameter for targets that cannot exceed expectation........................................................................................................................................30
Customer Service Manager- Service............................................................................................................................................................................................ 31
A. Target............................................................................................................................................................................................................................... 31
I. Goals and target that Can Exceed Expectation................................................................................................................................................................... 31
II. Goals and target that Cannot Exceed Expectation.............................................................................................................................................................31
B. Data tracking....................................................................................................................................................................................................................... 31
B. Appraisal parameter:........................................................................................................................................................................................................ 32
The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch Manager C. i....32
i. Appraisal parameter for targets that cannot exceed expectation.......................................................................................................................................32
ii. Appraisal parameter for targets that can exceed expectation............................................................................................................................................32
Senior Branch Banking Officer-Cash (Assigned at Cash)...........................................................................................................................................................33
A. Target.................................................................................................................................................................................................................................. 33
Note:-....................................................................................................................................................................................................................................... 33
B. Data Tracking...................................................................................................................................................................................................................... 34
C. Appraisal parameter:........................................................................................................................................................................................................... 34
i. Appraisal parameter for targets that can exceed expectation...............................................................................................................................................34
Senior Branch Banking Officer................................................................................................................................................................................................... 36
A. Target.................................................................................................................................................................................................................................. 36
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B. Data Tracking...................................................................................................................................................................................................................... 37
B. Data Tracking...................................................................................................................................................................................................................... 40
ii. Appraisal parameter for targets that cannot exceed expectation.........................................................................................................................................40
Customer Relationship Officer.................................................................................................................................................................................................... 43
A. Targets................................................................................................................................................................................................................................. 43
B. Data tracking....................................................................................................................................................................................................................... 44
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Branch Banking Officer-Sales..................................................................................................................................................................................................... 46
A. Target.............................................................................................................................................................................................................................. 46
B. Data Tracking...................................................................................................................................................................................................................... 47
Branch Banking Officer-Sales..................................................................................................................................................................................................... 47
Senior Branch Internal Control / Branch Internal Control...........................................................................................................................................................48
A. Targets................................................................................................................................................................................................................................ 48
B. Data Tracking........................................................................................................................................................................................................................... 48
iii. Appraisal parameter for targets that cannot exceed expectation...................................................................................................................................49
Junior Officer Assigned At Front................................................................................................................................................................................................ 50
A. Targets................................................................................................................................................................................................................................. 50
B. Data Tracking:.................................................................................................................................................................................................................... 51
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A. Appraisal parameter:........................................................................................................................................................................................................ 52
Branch Banking Officer-Front..................................................................................................................................................................................................... 53
A. Targets................................................................................................................................................................................................................................ 53
B. Data Tracking:.................................................................................................................................................................................................................... 54
i. Appraisal parameter for targets that can exceed expectation............................................................................................................................................54
Branch Banking Officer -Front or Junior Officer Assigned At IFB Window..............................................................................................................................56
A. Targets................................................................................................................................................................................................................................. 56
B. Data Tracking........................................................................................................................................................................................................................... 56
i. Appraisal parameter for targets that can exceed expectation...............................................................................................................................................58
Branch Banking officer-Back and Junior Officer Assigned at Operation....................................................................................................................................59
A. Targets................................................................................................................................................................................................................................ 59
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II Goals and target that Cannot Exceed Expectation................................................................................................................................................................60
B. Data Tracking...................................................................................................................................................................................................................... 61
Branch Banking officer-Back and Junior Officer Assigned at Operation....................................................................................................................................62
Branch Banking Officer-Front- assigned at FCY......................................................................................................................................................................... 63
A. Targets................................................................................................................................................................................................................................ 63
B. Data Tracking...................................................................................................................................................................................................................... 64
II. Appraisal parameter for targets that cannot exceed expectation..........................................................................................................................................65
Senior Branch Banking Officer -Cash/Branch Banking Officer -Back assigned at Issue............................................................................................................66
A. Targets................................................................................................................................................................................................................................ 66
I. Goals and target that Cannot Exceed Expectation................................................................................................................................................................66
B. Data tracking:...................................................................................................................................................................................................................... 66
i. Data tracking during cash Collection:................................................................................................................................................................................... 67
i. Data tracking during cash Supply:........................................................................................................................................................................................ 67
C. Appraisal parameter:......................................................................................................................................................................................................... 67
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S Senior Branch Banking Officer -Cash/Branch Banking Officer -Back assigned at Issue.........................................................................................................68
D. Example.............................................................................................................................................................................................................................. 69
Digital Channel Officer............................................................................................................................................................................................................... 69
A. Target............................................................................................................................................................................................................................. 69
B. Data tracking....................................................................................................................................................................................................................... 70
Introduction
Regarding to the implementation of the new organizational structure, revision of goal and targets has been made in all
Sectors. In relation to this the business sector revised the goal and targets of branches by assigning a team ,in order to
address the changes made in on overall goals and targets for all job roles. To accomplish the objective setting, the existing
performance appraisal tool parameters are used as usual.
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By using the performance appraisal tools,Goal and target classified in to “Goals and Targets that can exceed expectation”
and “Goals and Targets that can’t exceed expectation”. Currently the business sector, process has revised the Goals and
Targets of branch staff. As a result of this revision, the weigh assigned to each objective amended.
Therefore, sector has prepared this operationalization guideline in order to incorporate the measurement of new goals and
targets and weight-based evaluation. The operationalization mainly emphasizes on the categories of targets given to various
job holders .Thus similar targets assigned to different job role have been interpreted and operationalized with specific
examples. This operationalization guideline is developed based on the revised goal and targets of the Business Sector and
weight-based measurement of targets.
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Branch Manager’s Goal and targets
A. Target
I. Appraisal Parameter for targets that can exceed expectation
Job Title Goal Measure Target Weight
(Branch's Critical /Major Targets )
Increase LCY 100% deposit plan for Private, Cooperative and Association with in
Mobilization Amount the Quarter.(IFB , Conventional and CBE birr) 40%
100%Quarterly FCY plan for private transfer, (Swift and MTO)
Increase FCY Earning
Amount purchase, FCY earning from Others (POS ,ATM & Export) 15%
Branch Manager
100%Quarterly incremental customers' Account. (IFB and

Expand Customer Base
Number Conventional,) 12%
Number 100%Quarterly Active Card users recruitment plan 4%
Number 100%Quarterly Active Mobile Banking users recruitment plan 4%
Number 100%Quarterly Active Internet Banking users recruitment plan 2%
Expand Digital Number 100%Quarterly Active CBE Birr Agent recruitment plan 2%
Banking Channels 100%Quarterly Active CBE Birr Merchant recruitment plan 1%
100%Quarterly Active POS recruitment plan 2%
100% Quarterly Active CBE Birr customer recruited through the
Agent (80% of the branch total plan) 2%
Enhance Digital
Utilization
banking channels 35%Percentage share of transaction
rate
utilization rate through digital channels in the quarter 5%
Manage controllable Amount of Not to exceed the approved budget limit 1%
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expense
Expense
incurred
II. Appraisal Parameter for targets that cannot exceed expectation

Branch Manager 100 %of ATM UP
ATM Management
(Branch's ATM up time Time in the quarter 7%
Critical /Major Improve Employee Employee
Targets ) Engagement # engagement score Not less than 80% 3%
NOTE:
 Employee Engagement shall be measured annually (i.e. in the 4th quarter) so that the weight for Engagement will be added to customer
base for the first three quarters.
 If either or all of the following targets(i.e. Internet banking, POS merchant and ATM up time) is/are not cascaded to the branch, their
respective weight will be addedto incremental customers' Account expansion Target.
 Branch Card users recruitment performance (Card active) is counted for the branches when the customermade at least one successful
transaction on ATM/Merchant POS per quarter and the Performance data automatically tracked by ERP system.
 Black list/ destroy card negative impact on result of branch active card recruitment performance and consider only those card recruited
and destroy after the implementing of revised structure (i.e. April 01, 2019)
 Mobile and internet banking user’s recruitment performance is counted for the branches when the customer has at least changed
his/her Pin, View statement or made one Fund transfer transaction.
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 CBE birr Agent recruitmentperformanceis counted for the branches when the agent made at least 30 transactions in the quarter (Cash
-in/out, customer registration, LMTS, Air time, Bill Payment…) and the Performance data automatically tracked by ERP system.
 CBE birr Merchant performanceis counted for the branches when the Merchant made at least 3transactions(80% CBE birr customer
must be from Agent) and the Performance data automatically tracked by ERP system.
 CBE birr customerperformance is counted for the branches when the customer made at least 3transactions and the Performance data
automatically tracked by ERP system.
 Merchant POS recruitment performance is counted for the branches when the Merchant made at least 10transactionswith different
card aboveBirr 50 and the Performance data automatically tracked by ERP system.
Transactionmade through Digital Channels

Digital Banking channels = by the branch customer
utilization rate Total number of transaction made
by the customer of the branch
 In the case of controllable expense, the ERP system will determine %age accomplishment by dividing year to date target to actual year
to date performance.
(I.e.The measurement for controllable expense shall be carried out based on year to date performance except that it will be carried
out by dividing plan with actual performance.)
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B.Data tracking:
All Performance of Branch Manager targets will be tracked by the ERP system automatically
C. Appraisal parameter:
The ERP system will carry out the appraisal parameter for targets that exceed expectation as per the parameter indicated here under
Target Type
Exceptional (5) Above Meets Below
Expectation(4) Expectation(3) Expectation (2) Unsatisfactory (1)
For positions with targets that Exceeds expectation by at Exceeds expectation by Meets expectation Meets (60-99.9%) of Unsatisfactory
can exceed expectation least 50% of the at least 25% of the (100%) set for the the expectations set ( below 60%) of the
expectations set for the expectations set for the target for the target expectations set for the
target target target
Digital banking channels Utilization rate greater than Utilization rate between Utilization rate Utilization rate Utilization rate below
utilization rate or Equal 60% 59% to 50% between 49% to 35% between 34% to 25% 25%
I. Appraisal parameter for targets that can exceed expectation
I.Targets that will be measured based on year-to-date performance

The following critical targets shall be evaluated based on to date performances.
Targets How to measure the Targets
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 The rating shall be based on the percentage of accomplishment of year to date plan, of each
quarter.
Percentage accomplishment for Quarter 1 = Quarter 1 Actual
 Local Currency Mobilization Target. Quarter 1 Plan
(IFB , Conventional and CBE birr) Percentage accomplishment for Quarter 2 = Quarter 1+2 Actual
Quarter 1+2 Plans
 Expand Digital Channels
Percentage accomplishment for Quarter 3= Quarter 1+2+3 Actual
 Increase FCY Earning Branch’s Quarter 1+2+3 Plans
 Controllable Expense budget Percentage accomplishment for Quarter 4=Quarter 1+2+3+4 Actual
Quarter 1+2+3+4 Plans
*The measurement for Controllable expense shall be carried out based on year to date performance except
that it will be carried out by dividing Plan with Actual performance
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II. Appraisal parameter for targets that cannot exceed expectation
Minimally
Job Meets Expectations Nearly meets Partially meets meets Unsatisfactor
Target
position (5) expectations(4) expectations (3) expectations y (1)
(2)
Branch ATM up time

If the ATM
Manager ( Network and Hard ware failure
If the ATM Up time is If the ATM Up Up time is If the ATM Up
(Branch's Cash Out and Supervisor Mode)
If the ATM Up time is between89 % and 75 time is between between 59 time is below
Critical
greater than90% % 74 % and 60 % % and 50 % 50%
/Major
If the
Targets )
employee If the
If the employee has scored employee has
has scored from from 49% up scored less
Employee engagement Not less
If the employee has If the employee has 59% up to 50% to 40% of than 40% of
than 80%
scored greater or equal scored from 79% up of employee employee employee
to 80% of employee to 60% ofemployee engagement engagement engagement
engagement survey engagement survey survey result survey result survey result
result annually result annually annually annually annually
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Manager Branch Business
A. Target
I. Goals and target that Can Exceed Expectation

Job
Position Goal Measure Target Weight
Manager Branch Business
100% deposit plan for Private, Cooperative and Association with in the
Increase LCY
Quarter.
Mobilization
Amount (IFB , Conventional and CBE birr) 40%
100% Quarterly FCY plan for private transfer, (Swift and MTO) purchase,
Amount FCY earning from Others (POS ATM & Export) 15%
Expand Customer 100% Quarterly incremental customers' Account.
Base Number (IFB and Conventional,) 10%
Expand Digital
Banking Channels Percentage 100% digital Banking Expansion plan 15%
Plan
Enhance Digital
Utilization
banking channels 35%share of transaction 15%
rate
utilization rate through digital channels in the quarter
II.Goals and target that cannot Exceed Expectation
Job Position Goal Measure Target Weight

Manager Improve Branch Customer Number of
Branch Business Satisfaction-MBB complaints Zero complain in quarter 5%
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B. Data tracking:
 Performance of Manager Branch Business targets will be tracked by the ERP system automatically and theappraisal will also be carried
out by the ERP system.
 The system will determine the share of Manager Branch Business Expand digital banking channels in the following way:-
1. Average result of the branch managers Digital banking expansion (i.e Active card user, CBE birr Customer, Agent and Merchant, Internet
Banking and Mobile Banking and Merchant POS)
2. Multiply the above result with MBB respective weight ( i.e. 10%) result by considering the sum up the result of the Branch manager in
Digital Banking Expansion plan and multiply result by his/her respective weight of MBB to get final result . The data tracking of Customer
complain will be carried out manually and registered on the ERP System by Branch Manager.
C. Appraisal parameter
The ERP system will carry out the appraisal parameter for targets that exceed expectation as per the parameter indicated here under
I.Appraisal parameter for targets that can exceed expectation

Target Type Above Meets Below
Exceptional (5)
Expectation(4) Expectation(3) Expectation(2) Unsatisfactory(1)
For positions with Exceeds Meets expectation Meets (60-99.9%) Unsatisfactory
Exceeds expectation by
targets that can expectation by at (100%) set for the of the expectations ( below 60%) of the
at least 50% of the
exceed least 25% of the target set for the target expectations set for
expectations set for the
expectation expectations set for the target
target
the target
Digital banking Utilization rate Utilization rate
channels Utilization rate greater between 59% to Utilization rate between 34% to Utilization rate
utilization rate than or Equal 60% 50% between 49% to 35% 25% below 25%
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ii. Appraisal parameter for targets that cannot exceed expectation
Job Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory
position Expectations(5) expectations(4) expectations expectations(2) (1)
(3)
No If the employee If the employee If the employee has If the employee has If the employee has
Business
Manager
Branch
complain has 0 complaints has 1 to 3 to 4 complaints 5 to 6 complaints more than 6

t during the quarter 2complaints during during the quarter during the quarter complaints during
the quarter the quarter
Manager Branch Operation

A. Target

Goal Measure Target Weight
Branch Critical Target Various 100% of Branches critical target 20%
Manage controllable
Expense Amount of expense incurred Not to exceed the approved limit 1%
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II. Goals and target that Cannot Exceed Expectation
Number of Error Zero Errors 5%
Transactions Posting and Authorize transaction with 5 minute after
authorization Time transaction initiated 5%
ATM cash supply out not to exceed 0 .5% of
the downtime 14%
ATM functionality and
Supervisory mode not to exceed 0.5 % of the
reconciliation(ATM Hard
downtime 10%
Ware Management, ATM ATM up time
ATM Hard ware failure not Exceed 5%of the
Network Management
downtime 5%
,ATMCash supply out &
Network failure not
ATM Supervisory mode
exceed 5% of the downtime 5%
Quality Reconcile ATM transaction without Back log 15%
Branch Cash Management Within Approved limit Cash should not exceed the approved limit 5%
General ledger
Quality No book of account difference 3%
Management
No unauthenticated account opening
5%
Authenticate Documents Time documents for more than 15 days
Manage required Stock
Level Time Avail all required stock to branch at all time 2%
Improve Customer
Satisfaction Number of complaints Zero complain in the quarter 5%
Note:
In case where Manager Branch Operation does not manage ATM or branch does not have ATM, the weight assigned for ATM up time will
be added to Vault Cash holding limit.
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B. Data Tracking
 Performance of Manager Branch Operation with regards to Critical targets will be tracked by the ERP system automatically and the
appraisal with regards to critical targets will also be carried out by the ERP system.
 In the case of controllable expense, the ERP system will determine %age accomplishment by dividing year to date target to actual year
to date performance. (i.e. The measurement for controllable expense shall be carried out based on year to date performance except that it
will be carried out by dividing plan with actual performance.) Advice
The system will determine the share of the Manager Branch Operation on critical targets by calculating 20% from the performance result
of the Branch manager.
 The data tracking of the ATM down time would be gathered through System and it willcalculate the daily downtime of ATM due to
Hardware failure, Network failure, cash supply out and supervisory mode and the performer will be evaluated as per the target set.
 The data tracking of for Document authentication wouldbe gathered through System and will be evaluated as per the target set.
 The data tracking of Stock management, ATMreconciliation, General Ledger Management, Customer Complain and transactional error
will be carried out manually and registered on the ERP System by Branch Manager.
 The ERP system shall extract daily cash balance from T24 and compare it against the approved limit and also track unauthorized
transactions reflected on system after end of business day.
C. Appraisal Parameter:
i. Appraisal parameter for targets that can exceed expectation

The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch
Manager C. I
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ii.Appraisal parameter for targets that cannot exceed expectation
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Job Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory(1)
position Expectations(5) expectations(4) expectations(3) expectations(2)
Manager If downtime due to If downtime due If downtime due to If downtime due to If downtime due to Cash
Branch Cash supply out is to Cash supply Cash supply out is Cash supply out is supply out is more than
Operation Average Cash supply less than 0.5% on out is 0.51% up to between 0.76% and between 1.01% and 1.25% on average during
out not to exceed average during the 0 .75.% on 1.% on average 1.25% on average the quarter
0.5% of the quarter average during the during the quarter during the quarter
downtime quarter
Average Supervisory If downtime due to If downtime due If downtime due to If downtime due to If downtime due to
mode not to exceed supervisory mode to Supervisory Supervisory mode Supervisory mode Supervisory mode is
0.5 % of the is less than or mode is 0.51% is between 0.76% is between 1.01% more than 1.25% on
downtime equal to 0.5% on up to 0 .75.% on and 1.% on and 1.25% on average during the
average during the average during the average during the average during the quarter
quarter quarter quarter quarter
Average Network If downtime due to If downtime due If downtime due to If downtime due to If downtime due to
failure not to exceed Network failure is to Network failure Network failure is Network failure is network failure is more
5 % of the downtime less than or equal to is between 5.1 to between 7.1 to 8 between 8.1 to 9 than 9.1% on average
5. % on average 7 % on average % on average % on average during the quarter
during the quarter during the quarter during the quarter during the quarter
Average Hard ware If downtime due to If downtime due If downtime due to If downtime due to If downtime due to Hard
failure not to exceed Hard ware is less to Hard ware is Hard ware is Hard ware is ware is more than 9.1%
5 % of the downtime than or equal to 5. between 5.1 to 7 between 7.1 to 8 between 8.1 to 9 on average during the
% on average % on average % on average % on average quarter
during the quarter during the quarter during the quarter during the quarter
* Cash Management If the branch cash If the branch cash If the branch cash If the branch cash If the branch cash balance
within the Approved balance is within balance is within balance is within balance is within is within the approved
limit the approved the approved the approved the approved holding limit for less than
holding limit holding limit holding limit holding limit or Equal 24 days of the
for,75% and for,60%-74% , 43 for,50%-59% , 36 for,35%-49% , 25 quarter
above , 54 to 72 to 53 days of the to 42 days of the to 36 days of the
days of the quarter quarter quarter quarter
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Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory(1)
Expectations(5) expectations(4) expectations(3) expectations(2)
zero complaint If the employee If the employee If the employee If the employee If the employee has
has 0 complaints has 1 to has 3 to 4 has 5 to 6 more than 6 complaints
during the quarter 2complaints complaints during complaints during during the quarter
during the quarter the quarter the quarter
Quality of If the employee If the employee If the employee If the employee If the employee
Transactions and processed daily processed daily processed daily processed daily processed daily
backlog transaction without transaction with 1 transaction with 2 transaction with 3 transaction with more
error and backlog clerical error and clerical error and 2 clerical error and 3 than 3 clerical errors and
in the quarter .(No 1 backlog and backlog rectified backlog rectified more than 3 backlog or if
error is reported on rectified the error the error within the the error within the he/she committed any
the employee for within the same same month same month number of errors which
three consecutive month resulted a financial loss
months in the on the bank or if he/she
quarter) does not rectified any
number of clerical errors
committed
Avail all required If there is no stock If shortage of If shortage of stock If shortage of stock If shortage of stock is
stock to branch at all shortage in the stock is reported is reported two is reported three reported four time during
time branch at all time in one times during times during time during quarter quarter
the quarter quarter quarter
Quality -No book of If No Book of If one book of If two book of If three book of If three or more book of
account with accounts difference account has accounts has accounts has accounts has differences
difference found in any month differences in one differences in one differences in one and any difference that
(Includes during the quarter month and month and rectified month and rectified lasts uncertified for more
Bookdifference, rectified the the difference the difference than a month within a
Abnormal Balance difference within within quarter within the quarter quarter
on GL, Suspense like Quarter
FT ATM,..)
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No unauthenticated IF all newly
If there is If there is If there is
Manager account opening opened account If there is unauthenticated
unauthenticated unauthenticated unauthenticated
Branch documents for more documents account opening
account opening account opening account opening
Operation than 15 days authentication documents above 75
documents b/n 16 documents b/n 31 documents b/n 61
completed within days
days to30 days days to 60 days days to 75 days
15days
No Un reconciled No un-reconciled If 1 to 3 day’s un- If 4 to 6 day’s un- If 7 to 9 day’s un- If more than 9 day’s un-
ATM transactions at ATM transaction reconciled ATM reconciled ATM reconciled ATM reconciled ATM
all times during the quarter transactions are transactions are transactions are transactions are recorded
recorded but recorded but recorded but during quarter but
reconciled within reconciled within reconciled within reconciled within the
the quarter the quarter the quarter quarter and 2 days un-
reconciled ATM
transaction recorded
within quarter
Transaction If SBBO authorize If SBBO If SBBO authorize If SBBO authorize If SBBO authorize less
Authorization 95% all the authorize 94% to 89% to 80% all the 79% to 75% all the than 75 % all the
transactions with in 90% all the transactions with in transactions with in transactions with in 5 min
5 min transactions with 5 min 5 min
in 5 min
Authorizing of If the employee If the employee If the employee If the employee authorize
Transactions-Zero Authorize daily Authorize daily authorize daily daily transaction with
error transaction without transaction with 1 transaction with 3 more than 3 errors or if
error in the quarter error and rectified error and rectified he/she does not rectify of
the error within the error within the any errors committed in
the same month same month the quarter
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Manager Branch Internal control
A. Targets

Branch major Critical Target Various 100% of Branch major critical target 15%
II Goals and target that Cannot Exceed Expectation

Preparations and submission of Submit discrepancy report on next business day 10%
discrepancy (Select to hide information Once every fifteen days Surprise checks (Branch ATM & Vault cash ,
Submit discrepancy report, Submitted Negotiable instruments , VISA and Pin miller )and report next business
Time
NG Screener report &Select to show day 10%
information Analyse NG Screener report daily and generate Summarized Suspicious
Surprise check report) Transaction /Non Compliance report every week 10%
Submit Observation report (SDT, Branch ethical norms, Dressing code,
Analyse and Prepare branch operation working environment, employees behaviour…….) within three days 20%
Time
Report after the end of each month (Includes root cause identification and
propose possible recommendation)
Checking
Transaction Time Check within 5 min after transaction completed 15%
Quality Zero Error 5%
Deliver Branch Internal Control
assessment report Time Deliver report within three days end of every month 5%
Branch ArchiveManagement Time Proper documentation and custody of documents with No back log 5%
Number of Zero complain in the quarter
Improve Customer Satisfaction Complain 5%
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B. Data tracking:
 The system will determine the share of the Manager Branch InternalControl on critical targets by calculating 15% from the
performance result of the Branch Manager.
 The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under
Branch Manage
C. Appraisal Parameter
Manage.
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Job position Nearly meets Partially meets Minimally meets
Target Meets Expectations(5) Unsatisfactory (1)
expectations(4) expectations(3) expectations(2)
Daily If No back logs on If 1 to 3 days back If 4 to 6days back If 7 to 9 days back If greater than or equal
Transaction discrepancy report logs on discrepancy logs on discrepancy logs on discrepancy to 10 days back logs on
Discrepanc registered in the name of report registered in report registered in report registered in the discrepancy report
y report the employee during the the name of the the name of the name of the employee registered in the name
quarter employee during the employee during the during the quarter of the employee during
quarter quarter the quarter
Surprise 6 REPORT on surprise 5 REPORT on 4 REPORT on 3 REPORT on surprise LESS THAN 3
Manager check check report registered surprise check surprise check report check report REPORT on surprise
report in the name of the report registered in registered in the registered in the name check report
Branch employee during the the name of the name of the of the employee during registered in the name
quarter employee during the employee during the the quarter of the employee during
Internal quarter quarter the quarter
control NG 12 REPORT ON NG 11 REPORT ON 10 REPORT ON 9 REPORT ON NG LESS THAN 9
Screener Screener report NG Screener report NG Screener report Screener report REPORT ON NG
report registered in the name of registered in the registered in the registered in the name Screener report
the employee during the name of the name of the of the employee during registered in the name
quarter employee during the employee during the the quarter of the employee during
quarter quarter the quarter
Branch Deliver quality report Deliver quality Deliver quality Deliver quality report Deliver quality report
operation within three days after the report within Four report within Five within six days after after six days after the
assessment end of each month days after the end days after the end of the end of each month end of each month
Report of each month each month
Internal Deliver quality report Deliver quality Deliver quality Deliver quality report Deliver quality report
control within three days after the report within Four report within Five within six days after after six days after the
assessment end of each month days after the end days after the end of the end of each month end of each month
Report of each month each month
28 | P a g e
If MBC check 90% all If MBC check If MBC check 79% If MBC check 69% to If MBC check less
the transactions with in 5 89% to 80% all the to 70% all the 60% all the transactions than 60% all the
Daily min transactions with in transactions with in 5 with in 5 min and transactions with in 5
Transaction 5 min min min
checking
-Time
Quality
No Overlooked error ONE error is two error is three error is three error is
Manager during the Quarter overlooked by MBC overlooked by MBC overlooked by MBC overlooked by MBC
Branch during the quarter during the quarter during the quarter during the quarter
detected and detected and detected and rectified detected and rectified
Internal rectified on the rectified on the same on the same Quarter on the same Quarter
same Quarter Quarter
control zero If the employee has 0 If the employee has If the employee has If the employee has 5 If the employee has
complaint complaints during the 1 to 2 complaints 3 to 4 complaints to 6 complaints during more than 6 complaints
quarter during the quarter during the quarter the quarter during the quarter
Proper If No back logs on If 1 to 2 days back If 3 to 4 days back If 5 to 6 days back If greater than or equal
documentat documentations of daily logs on logs on logs on documentations to 6 days back logs
ions and transaction registered in documentations of documentations of of daily transaction documentations of
archiving the name of the employee daily transaction daily transaction registered in the name daily transaction
during the quarter registered in the registered in the of the employee during registered in the name
name of the name of the the quarter of the employee during
employee during the employee during the the quarter
quarter quarter
29 | P a g e
Manager Customer Service Sales
A. Target

Increase LCY 100% deposit plan for Private, Cooperative and Association with in the Quarter.
Mobilization Amount (IFB , Conventional and CBE birr) 40%
100%Quarterly FCY plan for private transfer, (Swift and MTO) purchase, FCY earning
Amount from Others (POS ATM & Export) 15%
Number of new
100% of Branch customer base target in the quarter (IFB and Conventional,)
Expand Customer Base account 15%
Expand Digital Banking
Percentage 100% digital Banking Expansion plan
Channels 10%
Customer relationship Visit At least 20 % of the branch top hundred customer within quarter and deliver report
Number of Visit
and Visit end of every month 10%

Prepare sales report (like account analysis, sales activity , …... ) and deliver report
Submit Sales activity Time
within Five days after end of each months
report 5%
Improve Branch Customer Number of
Satisfaction complaints No complain in quarter 5%
B. Data Tracking
30 | P a g e
 The system will determine the share of the Customer Service Manager-sales on LCY and FCY Mobilization, Expand Customer Base from the
performance result of the Branch Manager and as same as MBB evaluation for digital banking channels follows for this position .
 The data tracking of sales activity report, Compliant, and visit reports will be carried out manually and registered on the ERP System by
Manager Branch Business.
 The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch
Manager C. I
C. Appraisal Parameter
I.Appraisal parameter for targets that cannot exceed expectation

Job Title Target Meets
Exceptional(5) Above Expectation(4) Expectation(3) Unsatisfactory(1)
Top hundred If the employee visit above If the employee visit from If the employee visit If the employee visit below
Customer Branch customers 30 % top customers of the 21 % to 30% top customers 20 % top customers of 10% top customers of the
Service Manager visit report branch during the quarter of the branch during the the branch during the branch during the quarter
Sales submitted next quarter quarter
day after visit

Job position Target Meets Expectations (5) Nearly meets expectations Partially meets Unsatisfactory (1)
(4) expectations(3)
Customer Submitting of If the employee submit all If the employee submit all If the employee If the employee submit all
Service Various report within three days report 4 to 6 days after submit all report 7 report Above 10 days after
Manager Sales Sales/Marketing after end of month without the end of month without to 8 days after the the end of month without any
report any fail during the quarter any fail during the quarter end of month without fail during the quarter or fail to
any fail during the submit any of sales or
quarter marketing report
zero complaint If the employee has 0 If the employee has 1 to If the employee has If the employee has more
complaints during the 2complaints during the 3 to 4 complaints than 6 complaints during the
quarter quarter during the quarter quarter
31 | P a g e
Customer Service Manager- Service
A. Target


100% deposit plan for Private, Cooperative and Association with in the
Increase LCY Mobilization Quarter.
100%Quarterly FCY plan for private transfer, (Swift and MTO) purchase,
Amount FCY earning from Others (POS ATM & Export) 15%
Number of new
100% of Branch customer base target in the quarter
Expand Customer Base account 10%
Expand Digital Banking Channels Percentage 100% digital Banking Expansion plan 15%
Enhance Digital banking channels 35 %share of transaction
Utilization rate 10%
utilization rate through digital channels in the quarter

Improve Customer Satisfaction Number of complaints No complain in quarter 10%
B. Data tracking
 The system will determine the share of the Customer Service Manager-service on LCY and FCY Mobilization, Expand Customer Base from
the performance result of the Branch Manager and as same as MBB evaluation for digital banking channels follows for this position .
 The data tracking of customer Compliant will be carried out manually and registered on the ERP System by Manager Branch Business.
32 | P a g e
B. Appraisal parameter:
Manager C. i
i. Appraisal parameter for targets that cannot exceed expectation
Job position Targe Meets Nearly meets Partially meets Minimally meets Unsatisfactory(1)
t Expectations(5) expectations(4) expectations(3) expectations (2)
Customer zero If the employee has 0 If the employee has 1 If the employee has If the employee If the employee
Service compl complaints during the to 2 complaints during 3 to 4 complaints has 5 to 6 has more than 6
Manager aint quarter the quarter during the quarter complaints during complaints during
Service the quarter the quarter
ii. Appraisal parameter for targets that can exceed expectation
Job Target Type Above Meets Below

Exceptional (5)
position Expectation(4) Expectation (3) Expectation (2) Unsatisfactory(1)
Customer For positions with Exceeds Meets expectation Meets (60-99.9%) Unsatisfactory
Service Exceeds expectation
targets that can expectation by at (100%) set for the of the expectations ( below 60%) of the
Manager by at least 50% of the
exceed expectation least 25% of the target set for the target expectations set for
Service expectations set for
expectations set the target
the target
for the target
Digital banking Utilization rate Utilization rate Utilization rate Utilization rate
Utilization rate greater
channels utilization 50% to 59% 35% to 49% between 25% to 34 below 25%
than or Equal 60%
rate %
33 | P a g e
Senior Branch Banking Officer-Cash (Assigned at Cash)
A. Target

Goal Measure Target Weight 1

Branch Critical Target Various 100% of Branches critical target 10%


Goal Measure Target Weight 1 Weight 2 Weight 3
Average Cash supply out not to exceed 0.5% of the
ATM cash downtime 25% NA 40%
ATM up time
Management Average supervisory mode not to exceed 0.5% of the
downtime 25% NA 40%
Vault Cash Cash Holding Approved
Management limit of Officer 100% Compliance at all Times of all officers 15% 45% NA
Branch Cash holding
within the Approved limit Cash Management within the Approved limit 15% 35% NA
Improve
Customer
Satisfaction Number of complaints No complain in quarter 10% 10% 10%
Note:-
Weight 1 shallbe for SBBO-Cash assigned to manage branch ATM and Vault Cash
Weight 2 shall be for SBBO-Cash assigned to manage branch Vault Cash only
Weight 3 shall be for SBBO-Cash assigned to manage branch ATMS' Only
34 | P a g e
B. Data Tracking
 The system will determine the share of the Senior Branch Banking Officer -Cash on critical targets by calculating 10% from the performance
result of the branch manager.
 The data tracking of the ATM down time would be gathered using the ERP System and the Gasper system will calculate the daily downtime
of ATM due to cash supply out and supervisory mode and the performer will be evaluated as per the target set.
 The ERP system shall extract daily cash balance of the branch and cash holding limit of officers from T24 and compare it against the
approved limit and subsequently rate as per the scale.
 The data tracking of customer Complain will be carried out manually and registered on the ERP System by Manager Branch Operation.
The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch Manager C.
I
35 | P a g e
Job position Target Meets Expectations(5) Nearly meets Partially Meets Minimally meets Unsatisfactory (1)
expectations(4) expectations(3) expectations (2)
Senior- Average Cash If downtime due to If downtime due to If downtime due to If downtime due to If downtime due to
Branch supply out not Cash supply out is Cash supply out is 0.51% Cash supply out is Cash supply out is Cash supply out is
Banking to exceed 0.5% less than or equalto up to 0 .75.% on average between 0.76% and between 1.01% and more than 1.25% on
Officer-cash of the downtime 0.5% on average during the quarter 1.% on average 1.25% on average average during the
during the quarter during the quarter during the quarter quarter
Average If downtime due to If downtime due to If downtime due to If downtime due to If downtime due to
Supervisory supervisory mode is Supervisory mode is Supervisory mode Supervisory mode is Supervisory mode is
mode not to less than or equal to 0.51% up to 0 .75.% on is between 0.76% between 1.01% and more than 1.25% on
exceed 0.5 % of 0.5% on average average during the and 1.% on average 1.25% on average average during the
the downtime during the quarter quarter during the quarter during the quarter quarter
Cash If the branch cash If the branch cash balance If the branch cash If the branch cash If the branch cash
Management balance is within the is within the approved balance is within the balance is within the balance is within the
within the approved holding limit holding limit for,60%- approved holding limit approved holding limit approved holding limit
Approved limit for,75% and above , 74% , 43 to 53 days of the for,59.%-50% , 36 to for,35%-49% , 25 to 36 less than 35 % for less
54 to 72 days of the quarter 42 days of the quarter days of the quarter than or Equal 24 days of
quarter the quarter
zero complaint If the employee has If the employee has 1 to If the employee has If the employee has 5 If the employee has
0 complaints during 2complaints during the 3 to 4 complaints to 6 complaints more than 6 complaints
the quarter quarter during the quarter during the quarter during the quarter
Manage Cash If 1 to 3 incident is If 4 to 6 incident is/are If 7 to 8incidents are If 9 to 10 incidents If more than 10
holding limit of recorded for holding recorded for holding recorded for holding are recorded for incidents are recorded
From Officer cash beyond the cash beyond the limit for cash beyond the holding cash beyond for holding cash
limit for more than more than 30 minutes limit for more than the limit for more beyond the limit for
30 minutes 30 minutes than 30 minutes more than 20 minutes
No complaint If the employee has If the employee has 1 to If the employee has If the employee has 5 If the employee has
0 complaints during 2 complaints during the 3 to 4 complaints to 6 complaints more than 6 complaints
the quarter quarter during the quarter during the quarter during the quarter
36 | P a g e
Senior Branch Banking Officer
A. Target
Job
Increase LCY 100% deposit plan for Private, Cooperative and Association with in the
Mobilization Amount Quarter.(IFB , Conventional and CBE birr) 30%
Amount FCY earning from Others (POS, ATM & Export) 10%
Senior
Branch Number of
Banking Expand Customer Base new account 10%
Officer Expand Digital
Percentage 100% digital Banking Expansion plan
Banking Channels 15%
Enhance Digital banking Utilization 35 % share of transaction
15%
channels utilization rate rate through digital channels in the quarter

Job
Number of
Authorize Transaction Error Zero Errors 5%
Senior Time Authorize transaction with 1 minute after transaction initiated 5%
Branch
Banking
Officer Improve Customer Number of
Satisfaction complaints No complain 10%
37 | P a g e
B. Data Tracking
 The system will determine the share of the Senior Branch Banking officer -Business on LCY and FCY Mobilization.
 Expand Customer Base from the performance result of the Branch Manager and as same as MBB evaluation for digital banking channels
follows for this position.
 The data tracking of, customer Complain, authorization error and transaction back log will be carried out manually and registered on the ERP
System by Manager Branch Business.
C.Appraisal parameter:
Job Target Type Meets

Position Exceptional (5) Above Expectation Below
Expectation (4) (3) Expectation (2) Unsatisfactory (1)
For positions with targets Exceeds Exceeds Meets Meets (60- Unsatisfactory
that can exceed expectation by at expectation by at expectation 99.9%) of the ( below 60%) of
Senior expectation least 50% of the least 25% of the (100%) set for expectations set the expectations set
Branch expectations set for expectations set for the target for the target for the target
Banking the target the target
Officer Utilization rate Utilization rate
Digital banking channels
greater than or Equal Utilization rate 50% Utilization rate between 25% to 34 Utilization rate
utilization rate
60% to 59% 35% to 49% % below 25%
38 | P a g e
Job Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory (1)
Position Expectations(5) expectations(4) expectations(3) expectations(2)
If the employee has If the employee If the employee If the employee has If the employee has
Zero complaints has 1 to 2 has 3 to 4 5 to 6 complaints more than 6 complaints
zero complaint
Senior Branch Banking Officer
during the quarter complaints during complaints during during the quarter during the quarter
the quarter the quarter
Transaction If SBBO-Business If SBBO-Business If SBBO-Business If SBBO-Business If SBBO-Business
Authorization authorize 95% all the authorize 94% to authorize 89% to authorize 79% to authorize less than 75
transactions with in 90% all the 80% all the 75% all the % all the transactions
1 min transactions with in transactions with in transactions with in with in 1 min
1 min 1 min 1 min
If the employee If the employee If the employee If the employee If the employee authorize
Authorize daily Authorize daily authorize daily authorize daily daily transaction with
Authorizing of
transaction without transaction with 1 transaction with 2 transaction with 3 more than 3 errors or if
Transactions- error in the quarter error and rectified error and rectified error and rectified the he/she does not rectify of
Zero error the error within the the error within the error within the same any errors committed in
same month same month month the quarter
39 | P a g e
Senior Branch Banking Officer- Reconciliation/Branch Banking Officer-Back
(Assigned at reconciliation)
A. Target

Senior Branch Banking Officer- Amount 100% Branch deposit target 10%
Reconciliation /Branch Banking Increase LCY Mobilization
Officer-Back



Senior Branch Banking Number of
Officer- Backlog Reconcile ATM Transaction without back log 25%
General ledger Management Submit monthly Bond reconciliation report
Reconciliation/Branch within three days after end of month 10%
Time
Banking Officer-Back
Quality No book of account with difference 15%
No long outstanding receivable item More than

30 days with in quarter 5%
Manage Suspense Time
No long outstanding payable item more than one
Year with in quarter 15%
Fixed asset management Time Fixed asset reconciliation and Tagging quarterly 10%
40 | P a g e
Improve Customer Number of
Satisfaction Complaint zero complaint 10%
B. Data Tracking
 The system will determine the share of the Senior Branch Banking Officer- Reconciliation/Branch Banking Officer-Backon critical targets by
calculating 10% from the performance result of the branch manager.
 The data tracking of, Customer complain, Reconciliation of ATM and Bond, suspense management and Book Management will be carried out
manually and registered on the ERP System by Manager Branch Operation
I
41 | P a g e
Job position Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory(1)
Expectations(5) expectations(4) expectations(3) expectations(2)
Senior zero complaint If the employee If the employee If the employee If the employee has 5 to 6 If the employee has
Branch has 0 complaints has 1 to 2 has 3 to 4 complaints during the more than 6
during the quarter complaints during complaints during quarter complaints during the
Banking the quarter the quarter quarter
Officer- No Un reconciled No un-reconciled If 1 to 3 day’s un- If 4 to 6 day’s un- If 7 to 9 day’s un- If more than 9 day’s
Reconciliati ATM transactions at ATM transaction reconciled ATM reconciled ATM reconciled ATM un-reconciled ATM
on/Branch all times during the quarter transactions are transactions are transactions are recorded transactions are
recorded but recorded but but reconciled within the recorded during
Banking reconciled within reconciled within quarter quarter
Officer-Back the quarter the quarter
(Assigned at Quality -No book of If No Book of If one book of If two book of If three book of accounts If three or more book
reconciliation) account with accounts account has accounts has has differences in one of accounts has
difference (Includes difference found differences in one differences in one month and rectified the differences and any
Bookdifference, in any month month and rectified month and rectified difference within the difference that lasts
Abnormal Balance during the quarter the difference the difference quarter uncertified for more
on GL, Suspense within Quarter within quarter than a month within a
like FT, ATM,..) quarter
No long outstanding If there is no If there is If there is If there is outstanding If there is outstanding
receivable amount outstanding items outstanding items outstanding items items more than 60 days items more than 90
more than 30 days more than or more than 30 days more 45days but but less than or equal to days during the
equal to 30 days but less than or less than or equal; 90 days during the quarter quarter
during the quarter equal to 45 days to 60 days during
during the quarter the quarter
No long outstanding All outstanding If there is If there is If there is outstanding If there is outstanding
account Payable payable items outstanding outstanding payable item except CPO items more than two
amount more than except CPO less payable item payable except one year and nine month year during the
one year except than or equal to except CPO one CPO item one year during the quarter quarter
CPO one year during year and three and six month
the quarter month during the during the quarter
quarter
42 | P a g e
Submit monthly Submit monthly
Bond reconciliation Bond
report reconciliation Submit monthly Submit monthly
within three days report Bond reconciliation Bond reconciliation Submit monthly Bond Submit monthly Bond
after end of month within three report report reconciliation report reconciliation report
days after end of four days after five days after end six days after end of above six days after
month end of month of month month end of month
Senior Submitting Fixed If the employee If the employee If the employee If the employee submit If the employee
Branch Asset reconciliation submit Fixed submit Fixed submit Fixed Fixed Asset reconciliation submit Fixed Asset
report Asset Asset Asset four days after end of reconciliation after
Banking reconciliation reconciliation two reconciliation three quarter without any fail five days after end of
Officer- within one days days after end of days after end of quarter without any
Reconciliati after end of quarter without any quarter without any fail
on/Branch quarter without fail fail
any fail
Banking
Officer-Back
(Assigned at
reconciliation)
43 | P a g e
Customer Relationship Officer
A. Targets

Goal Measure Target Weight1 Weight 2
100% branch deposit target through Money
Increase LCY Mobilization
Amount tracking (Borrowers sales, FCY users…) 30% 30%
Increase FCY Earning Amount 100% FCY plan of Export target 20% NA
Weight 2 (Branch
Weight
Handle
Goal Measure Target (Branch Not Handle
Condominium
Condominium loan)
loan)
Follow-up Staff loan repayment Quality of loan No arrears at any time 10% 10%
Staff Loan processing SDT As per SDT 5% 5%
Follow-up Condominium loan
repayment Quality of loan NPL 2.5 percentage NA 20%
Number of expired
Renew Insurance policies policy No expired insurance policy at any time 10% 10%
Process of Import and Export
transaction Quality No Errors 15% 5%
Submission of FCY permit every week
Send permit to NBE Time on Monday before noon 5% 10%
Number of
Improve Customer Satisfaction Complaint No complaint 5% 10%
44 | P a g e
B. Data tracking
 The system will determine the share of the Customer Relation Officer on critical targets from the performance result of the Branch Manager.
 The data tracking of arrears shall be carried out through the ERP system automatically.
 The data tracking for Insurance renewal shall be carried out through the ERP systems
by recording each policy in the system.
 The data tracking of report sent to NBE and Complaints are done manually and recorded in the ERP system by the Manager Branch Business.
i
45 | P a g e
positio Expectations(5) expectations (4) expectations(3) expectations (2)
n
If there is no arrears If there is arrears for If there is New NPL If the NPL ratio of staffs If the NPL ratio of
Repayment follow up of
for all the three one month but injection from Staffs loan is below or equal to staffs loan is greater
Staffs loan-No arrears at
months of the quarter collected during the loans but resolved the acceptable level than the acceptable
any time
quarter within the quarter (3%) level (3%)
If there is no expired If 1-2 insurance If 3-4 Insurance Policy If 5-6Insurance Policy If more than 6
Renewal of insurance
insurance policy policy found expired found expired during found expired during the Insurance policy found
policies of Staffs Loan-No
during the quarter during the Quarter but the Quarter but Quarter but renewed expired regardless of
expired insurance policy at
renewed during the renewed during the during the Quarter the renewal
any time
Quarter Quarter
Follow-up condominium If the NPL ratio less If the NPL ratio 2.5 to If the NPL ratio 3 to If the NPL 3.5 -4 If the NPL ratio greater
loan repayment-NPL 2.5% than 2.5 3 3.5 than 4
Customer Relationship Officer
If the employee has If the employee has If the employee has

If the employee If the employee has
One to Two Three to Four more than Six
zero complaint has 0 complaints Five to Six complaints
complaints during complaints during complaints during
during the quarter during the quarter
the quarter the quarter the quarter
If the employee If the employee If the employee If the employee Process If the employee
Process Import and Process Import and Process Import and Import and Export Process Import and
Export transaction Export transaction Export transaction transaction with 3 error Export transaction with
without error in the with 1 error and with 2 error and and rectified the error 4 error and rectified
Process Import and
quarter rectified the error rectified the error within the same month the error within the
Export transaction within the same month within the same month same month or if
without error he/she does not rectify
of any errors
committed in the
quarter
If the employee If the employee If the employee If the employee Process If the employee
Process Staff loans as per Process All staff loan Process one staff loan Process two staff loan three staff loan cases Process four staff loan
SDT within SDT in the cases beyond SDT set cases beyond SDT set beyond SDT set in the cases beyond SDT set
quarter in the quarter in the quarter quarter in the quarter
Employee Submit all Employee fail to Employee fail to Employee fail to Submit Employee fail to
of FCY permit every Submit one week Submit two week three week FCY permit Submit four week
week without any FCY permit report on FCY permit report on report on time in the FCY permit report on
Send permit to NBE fail in the quarter time in the quarter time in the quarter quarter time in the quarter
46 | P a g e
Branch Banking Officer-Sales
A. Target

Mobilization Amount Quarter. (IFB , Conventional and CBE birr) 15%
Amount FCY earning from Others (POS, ATM & Export) 10%
Number of
Expand Customer Base incremental 100% of Branch customer base target in the quarter 15%
customers' Accounts
40% of Active Branch Card banking target in the quarter 15%
Number of digital
Expand Digital channels 40% of Branch Active Mobile banking target 15%
channels recruitment
40% of CBE Birr active customer recruited in the Branch and agent 15%

Monthly Visit all POS , CBE Birr Agent , and Number of Visit as per the branch action
Number of visit report 10%
CBE birr Merchant and submit report plan
Number of customer
No Complain
Improve customer satisfaction complaints 5%
47 | P a g e
B. Data Tracking
 The system will determine the share of the Branch Banking Officer-sales on customer base expansion, LCY Mobilization and FCY earning from
the performance result of the Branch Manager.
 The data tracking for the CBE birr customer, Mobile banking and Card Banking recruitment will be tracked by the ERP system automatically.
The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch Manager C. i
position Expectations expectations(4) expectations(3) expectations(2)
(5)
Number of If the employee visit If the employee If the employee visit If the employee visit b/n If the employee visit less than
Visit Above 95% customer visit b/n 94% to b/n 84% to 75% 74% to 60% customer of 60% customers of branch as per
Branch of the branch as per 85% customer of customer of the branch the branch as per action action plan
Banking action plan the branch as per as per action plan plan
action plan
Officer- zero If the employee If the employee If the employee has If the employee has 5 If the employee has more
Sales complaint has 0 complaints has 1 to 2 3 to 4 complaints to 6 complaints during than 6 complaints during the
during the quarter complaints during the quarter the quarter quarter
during the
48 | P a g e
quarter
Senior Branch Internal Control/Branch Internal Control

A. Targets

Branch major Critical Target Various 100% of Branches major critical target 10%

Time Within 5 min after transaction completed 20%
Check Daily transaction
Quality No Errors 20%
Submission of discrepancy report Time Submit transaction discrepancy report on same business day 15%
Surprise checking Time Once in a week surprise check BBO/JOB cash Box 10%
Documentations Time Proper filing of source documents with No back log 15%
Improve Customer Satisfaction Number of Complaint No complain 10%
B. Data Tracking
 The system will determine the share of the Senior Branch Internal Control/Branch Internal Controlon critical targets by calculating 10% from the
 There will be manual data tracking by the Manager BranchInternal Control through the ERP system for Back log documentations, Error
Committed submission of discrepancy report surprise checking report and customer Complain.
49 | P a g e
The ERP system will carry out the appraisal parameter for targets that exceed expectation is as per the parameter indicated under Branch Manager C. I
iii. Appraisal parameter for targets that cannot exceed expectation

Job Meets Nearly meets Partially meets Minimally meets
Target Unsatisfactory (1)
Senior Daily If No back logs on If 1 to 3 days back logs If 4 to 6days back If 7 to 9 days back If greater than or equal to 10
Branch Transaction discrepancy report on discrepancy report logs on discrepancy logs on discrepancy days back logs on
Internal Discrepanc registered in the registered in the name report registered in report registered in the discrepancy report
Control/ y report name of the of the employee during the name of the name of the employee registered in the name of the
Branch employee during the quarter employee during the during the quarter employee during the quarter
Internal the quarter quarter
Control
Surprise If No back logs on If 1 to 3 days back logs If 4 to 6days back If 7 to 9 days back If greater than or equal to 10
check surprise check on surprise check logs on surprise logs on surprise check days back logs on surprise
report report registered report registered in the check report report registered in the check report registered in
in the name of the name of the employee registered in the name of the employee the name of the employee
employee during during the quarter name of the during the quarter during the quarter
the quarter employee during the
quarter
Daily No Overlooked one error is overlooked two error is three error is Above three error is
Transaction error during the by MBC during the overlooked by MBC overlooked by MBC overlooked by MBC during
- Quality Quarter quarter detected and during the quarter during the quarter the quarter detected and
rectified on the same detected and detected and rectified rectified on the same Quarter
Quarter rectified on the same on the same Quarter
Quarter
Daily If SBC/BC check If SBC/BC check If SBC/BC check If SBC/BC check 69% If SBC/BC check less than
Transaction 90% all the 89% to 80% all the 79% to 70% all the to 60% all the 60% all the transactions
checking transactions with in transactions with in 5 transactions with in transactions with in 5 with in 5 min
50 | P a g e
-Time 5 min a min 5 min min
zero If the employee If the employee has If the employee has 5 If the employee has more
complaint has 0 complaints 3 to 4 complaints to 6 complaints during than 6 complaints during the
during the quarter during the quarter the quarter quarter
Proper If No back logs on If 1 to 2 days back logs If 3 to 4 days back If 5 to 6 days back If greater than or equal to 6
documentat documentations of on documentations of logs on logs on documentations days back logs
ions and daily transaction daily transaction documentations of of daily transaction documentations of daily
archiving registered in the registered in the name daily transaction registered in the name transaction registered in the
name of the of the employee during registered in the of the employee during name of the employee during
employee during the quarter name of the the quarter the quarter
the quarter employee during the
quarter
Daily If the SBC or BC If one error is
If two errors are If three errors are
Transaction check all the overlooked by the SBC If greater than three errors
overlooked by SBC overlooked by SBC or
checking – transactions as per or BC during the are overlooked by SBC or
or BC during the BC during the quarter
Zero Error the Procedure and quarter and detected BC and detected and
quarter and detected and detected and
No Overlooked and rectified on the rectified or not rectified
and rectified on the rectified on the same
error during the same Quarter during the Quarter
same Quarter Quarter
Quarter
Junior Officer Assigned At Front

A. Targets

Mobilization Amount Quarter.(IFB , Conventional and CBE birr) 15%
Expand Customer Base Number of new account 100% of Branch customer base target in the quarter 15%
Expand Digital Banking Number of Card Banking users recruited 60%Quarterly active Card users recruitment plan 10%
Channel Number of Mobile Banking users recruited 60% Quarterly active Mobile users recruitment plan 10%
51 | P a g e
Number of CBE Birr users recruited 60% Quarterly active CBE birr users recruitment plan 10%
Process Transactions Standard Average Number of transaction 70 average transaction per day 20%
52 | P a g e
II.Goals and target that Cannot Exceed Expectation
Process Transactions Quality of Transaction No Error 10%
Improve Customer Satisfaction Number of Complaint No complaint 10%
B. Data Tracking:
 The system will determine the share of the Junior Officers assigned at Business on LCY Mobilization and customer base expansion targets from
the performance result of the Branch Manager.
 The data tracking for the Card Banking, Mobile Banking, Number of CBE Birr Customers and number of transaction of junior officer assigned at
Business will be carried out through ERP system.
 The data tracking for Customer complain and Error Committed will be carried out manually and registered on the ERP System by Manager
Branch Business.
The system will calculate the average daily transaction on quarterly basis;
Average daily transaction=Total number of Transactions during the quarter
Number of day’s performer worked on the system as JOB
 60% of the branch target of Card User’s, Mobile Banking users and CBE Birr Customer recruitment plan will be prorated among all BBO-front
and JO by the ERP Systems.
53 | P a g e
A. Appraisal parameter:
Job Target
Exceptional(5 Above Meets Below Unsatisfactory(
Title
) Expectation(4) Expectation(3) Expectation(2) 1)
Quarterly Card users
recruitment plan If the
Employee If the Employee If the Employee If the Employee If the Employee
Quarterly Mobile Banking perform above performance is 125- performance is performance is 60- performance is
users recruitment plan or equal to 149% 100 -124% 99% below 60%
Junior
Officer Quarterly CBE Birr Customer 150%
Assign recruitment plan
ed At
Busine Individual Individual
Individual Individual Individual
ss performers performers who
performers who performers who performers who
70 average transactions who processed processed
processed between processed between process below
per day more than 105 between 70- 87
104-88 average 42- 69 average daily 42 average daily
average daily average daily
daily transaction transaction transaction
transaction transaction
54 | P a g e
Job Target Meets Expectations Nearly meets Partially meets Minimally meets Unsatisfactory (1)
position (5) expectations(4) expectations(3) expectations(2)
Processing of If the employee make If the employee make If the employee If the employee If the employee make daily
Transactions- daily transaction daily transaction with 1 make daily make daily transaction with more than
Zero error without error in the error and rectified the transaction with 2 transaction with 3 3 errors or if he/she does
Junior quarter error within the same error and rectified error and rectified not rectify of any errors
Officer month the error within the the error within the committed in the quarter
(Assigned same month same month
At Business) zero complaint If the employee has If the employee has If the employee If the employee If the employee has
0 complaints during One to Two has Three to has Five to Six more than Six
the quarter complaints during the Four complaints complaints during complaints during the
quarter during the quarter the quarter quarter
Branch Banking Officer-Front

A. Targets

Mobilization Amount Quarter. (IFB , Conventional and CBE birr) 15%
Expand Customer
100% of Branch customer base target in the quarter(IFB and Conventional,)
Base Number of new account 15%
Expand Digital Number of Card Banking users recruited 60%Quarterly Active Card users recruitment plan 10%
Banking Channel Number of Mobile Banking users
recruited 60% Quarterly Mobile users recruitment plan 10%
Number of CBE Birr users recruited 60% Quarterly CBE birr users recruitment plan 10%
Process
Transactions Standard Average Number of transaction 100 average transaction per day 20%

55 | P a g e
B. Data Tracking:
 The system will determine the share of the Branch Banking Officer -Front on LCY Mobilization and customer base expansion targets from the
 The data tracking for the Card Banking, Mobile Banking, Number of CBE Birr Customers and number of transaction of Branch Banking Officer
-Front will be carried out through ERP system.
 The data tracking for Customer complaints and Error Committed will be carried out manually and registered on the ERP System by Manager
Branch Business.
Average daily transaction = Total number of Transactions during the quarter

60% of the branch target of Card User’s, Mobile Banking users and CBE Birr Customer recruitment plan will be prorated among all BBO-Frontand JO
by the ERP Systems.
Job Title Target Exceptional(5) Above Meets Expectation(3) Below Unsatisfactory (1)
56 | P a g e
Expectation(4) Expectation(2)
Branch Quarterly Card users
recruitment plan
Banking Quarterly Mobile If the Employee
If the Employee If the Employee If the Employee If the Employee
Officer Banking users performance is
perform above or performance is performance is performance is
recruitment plan between 125-
-Front Quarterly Mobile equal to 150% between 100 -124% between 60-99% below 60%
149%
Banking users
recruitment plan
Individual Individual
Individual performers Individual performers Individual
performers who performers who
who processed who processed performers who
100 average processed more processed
between 100- 124 between 99- 60 process below 60
transactions per day than or equal to between 125-149
average daily average daily average daily
150 average daily average daily
transaction transaction transaction
transaction transaction

Processing of If the employee If the employee If the employee make If the employee make If the employee make
Transactions-Zero make daily make daily daily transaction with daily transaction with daily transaction with
error transaction without transaction with 1 2 error and rectified 3 error and rectified more than 3 errors or if
Branch error in the quarter error and rectified the error within the the error within the he/she does not rectify of
Banking the error within the same month same month any errors committed in
Officer same month the quarter
-Front If the employee If the employee If the employee If the employee has
If the employee
has One to Two has Three to Four has Five to Six more than Six
zero complaint has 0 complaints
complaints during complaints during complaints during complaints during the
during the quarter
the quarter the quarter the quarter quarter
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Branch Banking Officer –Front or Junior Officer Assigned At IFB Window
A. Targets

Increase LCY 100% deposit plan for Private, Cooperative and Association with in
Mobilization Amount the Quarter.(IFB , Conventional and CBE birr) 15%
Expand Customer
Base Number of new account 15%
Number of Card Banking users recruited 60%Quarterly Active Card users recruitment plan 10%
Expand Digital
Number of Mobile Banking users recruited 60% Quarterly Mobile users recruitment plan 10%
Banking Channel
Process
Transactions Standard Average Number of transaction 50 average transaction per day 20%

Process Transactions Quality of Transaction Zero Error 10%
Improve Customer Satisfaction Number of Complaint zero complaint 10%
B. Data Tracking
 The system will determine the share of the Branch Banking Officer –Front/Junior Officer assigned at IFB window on LCY Mobilization and
customer base expansion targets from the performance result of the Branch Manager.
 The data tracking for the Card Banking, Mobile Banking, Number of CBE Birr Customers and number of transaction of Branch Banking Officer
–Front/Junior Officer assigned at IFB window will be carried out through ERP system.
58 | P a g e
 The data tracking for Customer complain and ErrorCommittedwill be carried out manually and registered on the ERP System by Manager
Branch Business.
 60% of the branch target of Card User’s, Mobile Banking user’s and CBE Birr Customer recruitment plan will be prorated among all BBO-Front
 Performance of the BBO-Front or Junior Officers assigned at IFB Window with regards to Critical targets will be tracked by the ERP system
automatically and the appraisal with regards to critical targets will also be carried out by the ERP system.
 The system will determine the share of the assigned officer on critical targets by calculating 30% from the performance result of the Branch
Manager.
 The data tracking for Customer complaints and ErrorCommittedwill be carried out manually and registered on the ERP System by Manager
Branch Business.
 The data tracking for the Card Banking, Mobile Banking, Number of CBE Birr Customers and number of transaction of Branch Banking Officer-
Front or Junior Officer Assigned at IFB Window will be carried out through ERP system.
Number of days performer worked on the system as BBO-Front assigned at IFB window
59 | P a g e
 70% of the branch target of Card User’s, Mobile Banking users and CBE Birr Customer recruitment plan will be prorated among all Branch
Banking Officer –Front and Junior Officers by the ERP Systems.

Job Target Above Meets Expectation Below Unsatisfactory
Title Exceptional (5) Expectation (4) (3) Expectation (2) (1)
Quarterly Card users recruitment
plan If the Employee
If the Employee If the Employee If the Employee If the Employee
Quarterly Mobile Banking users performance is
recruitment plan
perform above or performance is performance is performance is
between 125-
Quarterly CBE Birr Customer equal to 150% between 100 -124% between 60-99% below 60%
149%
recruitment plan
Individual Individual Individual
Individual performers Individual
performers who performers who performers who
who processed performers who
processed more processed processed
50 average transactions per day between 50- 62 process below
than or equal to 75 between 63-74 between 30- 49
average daily 30 average
average daily average daily average daily
transaction daily transaction
transaction transaction transaction
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Branch Banking Officer –Front/Junior Officer assigned at IFB window
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Job Target Meets Nearly meets Partially meets Minimally meets Unsatisfactory (1)
position Expectations(5) expectations(4) expectations(3) expectations (2)
Branch Banking Officer –Front/Junior Officer assigned at IFB window
Processing If the employee If the employee make If the employee make If the employee make If the employee make daily
of make daily daily transaction with 1 daily transaction with 2 daily transaction with transaction with more than
Transaction transaction without error and rectified the error and rectified the 3 error and rectified 3 errors or if he/she does
s-Zero error error in the quarter error within the same error within the same the error within the not rectify of any errors
month month same month committed in the quarter
zero If the employee If the employee has If the employee has If the employee has If the employee has
complaint has 0 complaints One to Two Three to Four Five to Six more than Six
during the quarter complaints during the complaints during the complaints during complaints during the
quarter quarter the quarter quarter
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Branch Banking officer-Back and Junior Officer Assigned at Operation
A. Targets

Weight 1 (JOO or BBO- Weight 2 Weight 3
Back not assigned to (BBO-Back Assigned at (BBO-Back
Goal Measure Target handle ATM cash) ATM cash Management) Assigned at Bond )
100% deposit plan for Private, Cooperative
Increase LCY
and Association with in the Quarter.(IFB ,
Mobilization
Amount Conventional and CBE birr) 10% 10% 15%
II Goals and target that Cannot Exceed Expectation

Weight 1
(JOO or BBO-Back not Weight 2 Weight 3
assigned to handle ATM (BBO-Back Assigned at (BBO-Back Assigned
Goal Measure Target cash) ATM cash Management) at Bond )
Authenticate No unauthenticated account opening
Documents Number documents for more than 15 days 25% 20%
ATM up Average Cash supply out not to exceed
ATM Cash time and 0.5% of the downtime NA 25%
Management Approved Average supervisory mode not to exceed
limit 0.5% of the downtime NA 25%
Transaction
processing No Errors 15% NA 25%
Time and
(Back office
Quality
transaction and Bond
Issuance) without backlog 20% NA 25%
Bond Report (sales,
donation, Time
redemption…) Within three days end of month 15% 10% 25%
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Improve Customer Number of
Satisfaction Complaint No complaint 15% 10% 10%
Note:In the absence of Cheque Clearance the weight assigned to cheque clearance target transfer to Transaction Process target
64 | P a g e
B. Data Tracking
 In the absence of Cheque Clearance the weight assigned to cheque clearance target transfer to Transaction Process target.
 Performance of Branch Banking Officer-Back /Junior Operation Officer with regards to Critical targets will be tracked by the ERP system automatically and
the appraisal with regards to critical targets will also be carried out by the ERP system.
 The system will determine the share of the Branch Banking Officer -Back on Critical Targets by calculating 10%/15% from the performance result of the
Branch Manager.
 The data tracking for SDT, Customer complain, Transaction back log and error Committed will be carried out manually and registered on the ERP System by
Manager Branch Operation.
 Data tracking for Document Authentication will be carried out by the system automatically
65 | P a g e
positio Expectations(5) expectations (4) expectations(3) expectations(2)
n
Daily Transaction If No back logs If 1 to 3 transaction If 4 to 6 transaction If 7 to 9 transaction If greeter than 9 days
backlog transaction registered back logs back logs back logs back logs on transaction
Branch Banking officer-Back and Junior Officer Assigned at Operation
in the name of the registered in the registered in the registered in the registered in the name
employee during the name of the name of the name of the of the employee during
quarter employee during the employee during employee during the the quarter
quarter the quarter quarter
Processing of If the employee make If the employee make If the employee If the employee make If the employee make
Transactions-Zero daily transaction daily transaction with make daily daily transaction with daily transaction with
error without error in the 1 error and rectified transaction with 2 3 error and rectified more than 3 errors or if
quarter the error within the error and rectified the error within the he/she does not rectify of
same month the error within the same month any errors committed in
same month the quarter
If the employee has 0 If the employee has If the employee If the employee has If the employee has
complaints during the One to Two has Three to Four Five to Six more than Six
zero complaint
quarter complaints during complaints during complaints during complaints during the
the quarter the quarter the quarter quarter
Average Cash If downtime due to If downtime due to If downtime due to If downtime due to If downtime due to
supply out not to Cash supply out is less Cash supply out is Cash supply out is Cash supply out is Cash supply out is more
exceed 0.5% of the than 0.5% on average 0.51% up to 0 .75.% between 0.76% and between 1.01% and than 1.25% on average
downtime during the quarter on average during 1.% on average 1.25% on average during the quarter
the quarter during the quarter during the quarter
Average Supervisory If downtime due to If downtime due to If downtime due to If downtime due to If downtime due to
mode not to exceed supervisory mode is Supervisory mode Supervisory mode Supervisory mode Supervisory mode is
0.5 % of the less than or equal to is 0.51% up to 0 . is between 0.76% is between 1.01% more than 1.25% on
downtime 0.5% on average 75.% on average and 1.% on and 1.25% on average during the
during the quarter during the quarter average during the average during the quarter
quarter quarter
66 | P a g e
Submit monthly
Submit monthly Bond Submit monthly Bond Bond r sales , Submit monthly Bond Submit monthly Bond
Bond Report(sales , sales , donation, sales , donation, donation, redemption sales , donation, sales , donation,
donation, redemption report redemption report report redemption report redemption report
redemption…)within within three days after four days after end five days after end six days after end of above six days after end
three days end of month of month of month month of month
No unauthenticated If documents for
account opening If documents for If documents for If documents for If documents for
account opened in
documents for more account opened in the account opened in account opened in account opened in the
the quarter are
than 15 days quarter are the quarter are the quarter are quarter are
authenticated
authenticated within authenticated authenticated authenticated after 30
between 21-25
15 days between 16-20 days between 26-30 days days
days
Branch Banking Officer-Front- assigned at FCY

A. Targets
Increase FCY Mobilization Amount 100%Quarterly FCY plan for private transfer, (MTO) & purchase. 15%
Increase LCY 15% of Payment from private transfer, (MTO) & purchase converted
Mobilization Amount to deposit in the quarter 15%
Expand Customer Base Number of new account 100% of Branch customer base target in the quarter 10%
Number of Card Banking users recruited 60%Quarterly active Card users recruitment plan 10%
Number of Mobile Banking users recruited 60% Quarterly Mobile users recruitment plan 10%
Channel
Process Transactions Standard Average Number of transaction 75 average transaction per day 10%
67 | P a g e

B. Data Tracking
 The system will determine the share of the Branch Banking Officer-Front assigned at FCY dedicated window on FCY Mobilization and
customer base expansion targets from the performance result of the Branch Manager.
 The data tracking for cross selling the Card Banking, Mobile Banking, Number of CBE Birr Customers and number of transaction of Branch
Banking Officer-Front assigned at FCY will be carried out through ERP system.
 The data tracking for Customer complain and Error Committed will be carried out manually and registered on the ERP System by Manager
Branch Business.
 The system will calculate the average daily transaction on quarterly basis;
 60% of the branch target of Card User’s, Mobile Banking user’s and CBE Birr Customer recruitment plan will be prorated among all BBO-Front
68 | P a g e
Job Target Type Exceptional(5) Below
position Above Expectation(4) Meets Expectation(3) Expectation(2) Unsatisfactory(1)
Amount of Exceeds expectation by Exceeds expectation by Meets expectation Meets (60-99.9%) of Meets less than
FCY earned at least 50% of the at least 25% of the 100% of the target set the target set for the 60% of the target
target set for the quarter target set for the for the quarter quarter set for the quarter
quarter
Branch Amount of Exceeds expectation by Exceeds expectation by Meets expectation Meets (60-99.9%) of Meets less than
Banking deposit at least 50% of the at least 25% of the (100%) set for the the expectations set 60% of the
Officer- mobilized by expectations set for the expectations set for the target for the target expectations set
Front- Cross selling target target for the target
assigned Individual performers Individual performers Individual Individual
at FCY Individual performers
75 average who processed more who processed performers who performers who
who processed 75-
transaction per than and equal to 113 between 93-112 processed 45-74 process below 45
day 92 average daily
average daily average daily average daily average daily
transaction
transaction transaction transaction transaction
II. Appraisal parameter for targets that cannot exceed expectation

Processing If the employee If the employee Authorize If the employee If the employee If the employee authorize
of Authorize daily daily transaction with 1 authorize daily authorize daily daily transaction with more
Transactio transaction without error and rectified the error transaction with 2 error transaction with 3 than 3 errors or if he/she
ns-Zero error in the quarter within the same month and rectified the error error and rectified the does not rectify of any
within the same month error within the same errors committed in the
error
month quarter
No If the employee has 0 If the employee has One If the employee has If the employee If the employee has
complaint complaints during the to Two complaints Three to Four has Five to Six more than Six
quarter during the quarter complaints during the complaints during complaints during the
quarter the quarter quarter
69 | P a g e
Branch Banking Officer-Front- assigned at FCY
Senior Branch Banking Officer -Cash/Branch Banking Officer -Back assigned at Issue
A.Targets
I.Goals and target that Cannot Exceed Expectation

Supply cash to Branches within
same city Time Within 6hrs. after receive request 20%
Supply cash to Branches other than
same city Time Within 48 hours after receive request 20%
70 | P a g e
Collect Cash from Branches in same
city Time Within 6 hrs. after receive request 20%
Collect Cash from Branches other
than same city Time Within 48hrs. after receive request 20%
Process Transactions Quality of Transaction Zero Error 20%
B. Data tracking:
 The ERP system will aid the branch manager in tracking the performance of supplying/collecting cash timely as per the target.
 The ERP system shall maintain issue and custody branch arrangement information along with distance from /to the issue branch.
 Requesting branches shall use the system to lodge their request and confirm (authorize) the collection or supply of cash to be consequently
tracked by the system.
 Error for NBE transaction is Non Compliance to NBE Directives and agreements and branch banking Procedure; and it should be tracked by the
Manager Branch Operation using the ERP system.
i. Data tracking during cash Collection:

o The requesting branch shall send request through the ERP system to issue branches to collect cash from the branch.
o The issue branch will receive the request through the ERP System.
o The Issue branch will deploy persons and Vehicles to collect the cash.
o The assigned person of the issue branch will collect the cash from the requesting branch
o The assigned person of the issue branch will confirm that the requesting branch send email through ERP to issue branch to ascertain cash is
collected as per the request
71 | P a g e
i. Data tracking during cash Supply:
o Branches send cash supply request through the ERP system to Issue Account holding branch
o The Issue branch receives the request of cash Supply through the ERP system
o The issue branch process the request and dispatch the cash to the requesting branch
o Issue branch will send email to the requesting branch and send confirmation request through the ERP system
o The requesting branch shall authorize the message (that comes through the ERP system) after confirming the cash is supplied

72 | P a g e
Job Target Meets Expectations(5) Nearly meets Partially meets Minimally meets Unsatisfactory(1)
positi expectations(4) expectations(3) expectations(2)
on
If 90% to 99.9% of the If 80% to 89.9% of the If 65 % to 79.9% of
Supply cash requests made during requests made during the requests made
to Branches Timely Cash Supply to If all requests made during the quarter are the quarter are during the quarter
within same branches in the same city- the quarter are entertained entertained within 6hrs entertained within 6hrs entertained are within
city within 6hr after request within 6hrs after request. after request. after request. 6hrs after request.
If 65 % to 79.9% of
If 90% to 99.9% of the If 80% to 89.9% of the the requests made
Supply cash Timely Cash Supply to If all requests made during requests made during requests made during during the quarter
to Branches branches within 130KM the quarter are entertained the quarter are the quarter are entertained are one
other than radius -within 1 and half within one and half day entertained one and entertained one and and half day after
same city day after request after request half day after request. half day after request. request.
Timely Cash Collection If all requests made during If 90% to 99.9% of the If 80% to 89.9% of the If 65 % to 79.9% of
to branches in the same the quarter are entertained requests made during requests made during the requests made
Collect Cash
city-within 6hr within 6hrs after request. the quarter are the quarter are during the quarter
from
Branches in entertained within 6hrs entertained within 6hrs entertained are within
same city after request. after request. 6hrs after request.
If all requests made during If 90% to 99.9% of the If 80% to 89.9% of the If 65 % to 79.9% of
Collect Cash the quarter are entertained requests made during requests made during the requests made
from Timely Cash Collection within one and half day the quarter are the quarter are during the quarter
Branches to branches within 130km after request entertained one and entertained one and entertained are one
other than radius-within one and half day after request. half day after request. and half day after
same city half days request.
Quality of Transaction If the employee performed If the employee If the employee If the employee
on NBE System-Zero without error for 72 days performed without performed without performed without
Process Error in the quarter error for 65 to 71 days error for 57 to 64 days error for 46 to 56 days
Transactions in the quarter in the quarter in the quarter
73 | P a g e
S Senior Branch Banking Officer -Cash/Branch Banking Officer -Back assigned at
Issue
74 | P a g e
D. Example
Quarter 1
Employee’s average Quarter %age Result Adjusted
Target performance acc. Rate Weight 1 for weight
Supply cash to Branches within same city Timely supplied at all time 5 0.20 1
Supply cash to Branches other than same city Timely supplied at all time 5 0.20 1
Collect Cash from Branches in same city Timely collection at all time 5 0.20 1
Collect Cash from Branches other than same city Timely collection at all time 5 0.20 1
Perform quality transaction on NBE system No Errors recorded in the quarter 5 0.20 1
Grand Total Result 5
Digital Channel Officer

A. Target

100% deposit plan for Private, Cooperative and Association with in the Quarter.
Increase LCY Mobilization
100%Quarterly FCY plan for private transfer, (Swift and MTO) purchase, FCY
Amount earning from Others (POS ATM & Export) 10%
100%Quarterly Active CBE Birr Agent recruitment plan 10%
100%Quarterly Active CBE Birr Merchant recruitment plan 10%
Number 100%Quarterly Active POS recruitment plan 10%
channels
100% Quarterly Active CBE Birr customer recruited through the Agent (80% of
the branch total plan) 10%
Increase Digital banking Utilization
channels utilization rate rate 35 %share of transaction through digital channels in the quarter 25%
75 | P a g e
Improve Customer Satisfaction Number of complaints NO complain in quarter 10%
B. Data tracking
The system will determine the share of the Digital channel Officer on LCY and FCY Mobilization, Active CBE Birr Customer Merchant Agent and
Merchant POS transaction from the performance result of the branch manager.
The data tracking of, Compliant and backlog transaction will be carried out manually and registered on the ERP System by Manager Branch Business.
The data tracking for card and mobile banking utilization targets will be carried out through the ERP System automatically.
Transaction made through Digital Channels by the branch customer

Digital Banking channels utilization rate=
Total number of transaction made by the customer of the branch

Target Type Exceptional (5) Above Expectation(4) Meets Expectation(3) Below Expectation (2) Unsatisfactory(1)
For positions with targets Exceeds expectation by at Exceeds expectation by at Meets expectation (100%) Meets (60-99.9%) of Unsatisfactory ( below 60%)
that can exceed least 50% of the expectations least 25% of the expectations set for the target the expectations set for of the expectations set for the
expectation set for the target set for the target the target target
Digital banking channels Utilization rate greater than Utilization rate between 59% Utilization rate between Utilization rate between Utilization rate below 25%
utilization rate or Equal 60% to 50% 49% to 35% 34% to 25%

Job Target Meets Expectations(5) Nearly meets expectations(4) Partially meets Minimally meets Unsatisfactory(1)
position expectations(3) expectations(2)
Digital zero If the employee has 0 If the employee has 1 to 2 If the employee has 3 to 4 If the employee has 5 to If the employee has
Banking complaint complaints during the complaints during the quarter complaints during the 6 complaints during the more than 6 complaints
Officer quarter quarter quarter during the quarter
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77 | P a g e

Employee Performance Appraisal Guide

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Employee Performance Appraisal Guide

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Operationalization Guideline

100%Quarterly incremental customers' Account. (IFB and

II. Appraisal Parameter for targets that cannot exceed expectation

Transactionmade through Digital Channels

I.Targets that will be measured based on year-to-date performance

Targets How to measure the Targets

Branch ATM up time

I. Goals and target that Can Exceed Expectation

II.Goals and target that cannot Exceed Expectation

Job Position Goal Measure Target Weight

I.Appraisal parameter for targets that can exceed expectation

complain has 0 complaints has 1 to 3 to 4 complaints 5 to 6 complaints more than 6

Manager Branch Operation

I. Goals and target that Can Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

I. Goals and target that Can Exceed Expectation

II Goals and target that Cannot Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

I. Goals and target that Can Exceed Expectation

Goal Measure Target Weight

II. Goals and target that Cannot Exceed Expectation

Goal Measure Target Weight

I.Appraisal parameter for targets that cannot exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

I. Goals and target that Can Exceed Expectation

Goal Measure Target Weight

II. Goals and target that Cannot Exceed Expectation

Goal Measure Target Weight

i. Appraisal parameter for targets that cannot exceed expectation

ii. Appraisal parameter for targets that can exceed expectation

Job Target Type Above Meets Below

I. Goals and target that Can Exceed Expectation

Goal Measure Target Weight 1

II. Goals and target that Cannot Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

I. Goals and target that Can Exceed Expectation

II. Goals and target that Cannot Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

Job Target Type Meets

Goal Measure Target Weight

No long outstanding receivable item More than

i. Appraisal parameter for targets that can exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

I. Goals and target that Can Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

If the employee has If the employee has If the employee has

I. Goals and target that Can Exceed Expectation

II. Goals and target that Cannot Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

ii. Appraisal parameter for targets that cannot exceed expectation

Senior Branch Internal Control/Branch Internal Control

I. Goals and target that Can Exceed Expectation

II. Goals and target that Cannot Exceed Expectation

i. Appraisal parameter for targets that can exceed expectation

iii. Appraisal parameter for targets that cannot exceed expectation

Junior Officer Assigned At Front

I. Goals and target that Can Exceed Expectation

Average daily transaction=Total number of Transactions during the quarter

Number of day’s performer worked on the system as JOB

i. Appraisal parameter for targets that can exceed expectation