Winning team

leaders.ppt (bus1301)

� the process of encouraging & helping others to work enthusiastically towards objectives.

� It is the relationship in which one person (the leader) influences others to work together willingly on related tasks to attain goals desired by the leader & or group

Leader of Our Nation

� The Need of the hour is to develop Branch Managers not only to Manage the Branch but also Lead the group who can channelize their contribution towards the goals and objectives of the Bank. Leader has to rise above the levels to be able to deal with the people from different sections/ work class/ with different attitudes in a harmonious manner.

Leaders vs. ManagersLeaders vs. Managers� LEADERS:

� innovateinnovate� focus on people focus on people

� inspire trustinspire trust� have a long-range viewhave a long-range view

� ask what and whyask what and why� have eyes on horizonhave eyes on horizon

� originateoriginate� challenge status quochallenge status quo� do the right thingdo the right thing

� MANAGERS:MANAGERS:� administrateadministrate� focus on systems focus on systems

and structuresand structures� rely on controlrely on control� have a short-range have a short-range

viewview� ask how and whenask how and when� have eyes on bottom have eyes on bottom

lineline� initiateinitiate� accept status quoaccept status quo� do things rightdo things right

� Lack of anticipated marketing.� Exit Interview Mechanism not

implemented.� No Interaction with Existing Clients

� Wastage of time in Un Productive activity� We are having policy, which not in tune to

Market conditions.� May I Help You Desk concept not

implemented.

� Lack of effective Leadership � Low Level motivation among Staff� Closed Mindset of Staff for Changes� Delay in decision Making at all Levels.� Non Availability of Credit Officers.

� Branch head is Playing Role of House Keeper instead of Business developer

Branch head is attending query of RO / HO all the time.

Ageing and Less techno Savvy staff, who are reluctant to adopt Changes.

� To Build Effective and self Motivated Team.

� Branch Head to assign the Duty of Business Development.

� Creation of Post of Manager (operation) for House Keeping and Back end Operation.

� For Creating a Winning Branch.

� What to Do ???????.

leaders.ppt (bus1301)Module Leader

� Team work is crucial!

Interpersonal relationships are essential for team

leaders.ppt (bus1301)SYTEC ASSOCIATES (INDIA) PVT.LTD.

Module Leader

Do you waste your time?

� Internal causes� No objectives� No Priorities� No Deadlines� Ineffective delegation� Indecisive

Don’t waste your time?

� Involvement of all the Staff members by inspiring and persuading them

� Staff members to be motivated to contribute in Target.

� Branch Head shall focus on Business Development only.

� Posting of Manager Operation for day to day operation and Responsible for House Keeping and back End Work.

� SWOT analysis of Branch and find out the own Strength and fellow Bankers’ weakness

� Analyze Services and Products offered by us and by our other Bankers of Area and Improve the weak area

� Politeness and services with Smile� Creating a Good ambience.

� Providing Motivational and Behavioural Training to sub staff

� Punctuality of Staff Members� Use of CRM Data for Personal Touch.� Improve Interpersonal Relationship

among Staff.� Recognition for Good Work / Bad Work

� Opening of New Branches to the state where we have few Branches, To Establish Brand all Over India.

� Branches to be allotted Publicity Budget for sponsoring Local event , which will Establish Brand at Local Level.

� Introduction of Floating Rate of Interest Deposit Scheme link with Base Rate.

� To increase Other Income, we should finance Insurance Premium in all loan scheme, Sum Insured equal to Loan amount. The Premium to be financed in addition to MPBF.

� Positive approach towards Problem of customers and Finding Best available solution to satisfy them.

� Making the habit, to interact with Five

existing client on daily basis, either at our Place or Customer’s Place.

� Try to Revive at least one inactive /dormant account by each staff on daily basis .

� Interaction with Clients, which will provide you feed back and reference for New Customer. (Don’t take Feed Back as a complaint)

� Don’t Hesitate to get Feed Back. It is Our Mirror.

� Don’t Hesitate to see the MIRROR.

So Friends, What to do, We should open

EMOTIONAL BANK ACCOUNT.

What is this ????????

EEMOTIONAL MOTIONAL BBANK ANK AACCOUNTCCOUNT

KEEP PROMISESAPOLOGIZE

CLARIFY EXPECTATIONS

KINDLY

UNDERSTAND OTHERS

HUMAN TOUCH

� Action : Customer Feedback� Impact :

– Increase in Customer satisfaction.– Introduction of New Customers by satisfied

customer.You Know that “ One dissatisfied customer will

spoil your Image. “ So Not to ignore any customer, Whatever his Profile.

� Action: Sub-staff Training.

� Impact :– Customer First Interaction with Sub staff , It

Create First Impression on Customer if Sub staff is well dressed and well behaved.

As You Know That First Impression is last Impression.

� Action : Creation of Post ‘ Manager (Operation) ‘

� Impact :

� During the informal Interaction , we find that ‘ We all are suffering from problem of Shortage of t ime ‘ and we analyzed the Reason for same. We observed that , Branch head is devoting 50% time in MIS and compliance activity. Submission of statement, Replying query of RO/HO for Routine Work. 30% time in Back End activity and balance 20% time business Development . (contd…….)

� (contd…….)

� So Creation of Post and assignment of duty will relieve Branch Head for Business Development Purpose, and He will have sufficient time to work for achievement of Business Targets.

� Action Plan: SWOT Analysis of Branch.

� By analyzing the Strength , weakness, Opportunity and Weakness of Our Branch and Fellow bankers. We are in a better Position to face Challenges, Posed to us.

� Action Plan : Punctuality of Timing

� What do you feel, when you are in Branch and customers started to enter in, No staff Reached to Branch Till Time and all counters are unattended.

� What will be Image of Branch in customer’s Eyes

?????? ………

� Action Plan : Punctuality of Timing

So When Time Norms followed by staff, A Message reaches to Area that , “Bank me Sab Time par aa jate he.”

� Action Plan : Use of CRM data.

By using CRM data, we can Know Customer Financial Requirement, Present and Future. We were able to Generate additional Business.

Data was also used to sent Birthday Wishes.

� Action Plan : Interpersonal Relation in Staff.

Good Atmosphere in Branch is Boost for Customer Service and Good Customer Service Results in More Customers

� Action Plan : Floating rate Deposit Scheme.

This wil l Reduce Cost of Deposit and Reduce Operational Cost. When ROI Increases, Customer gets The term Deposit Renewed on Higher Rate but, in case of Reduction in ROI, He wil l not turn up ….

� Action Plan : Change in Retail Lending Scheme.

If we allow 50% of income as EMI, it will Increase Loan Amount. . This will enable us to compete with fellow bankers.

� Action Plan : Change in Retail Lending Scheme.

If Insurance Premium allowed above MPBF, It will generate Commission income and Increase in Advances also.

� Do What you can, with what you have, where you are

Timeless advice

� Teddy Roosevelt

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