1. ICICI Bank Limited
JJJJoooobbbb TTTTiiiittttlllleeee : PPPPrrrriiiivvvviiiilllleeeeggggeeee BBBBaaaannnnkkkkeeeerrrr ((((PPPPBBBB))))
BBBBuuuussssiiiinnnneeeessssssss GGGGrrrroooouuuupppp:::: RRRReeeettttaaaaiiiillll BBBBaaaannnnkkkkiiiinnnngggg GGGGrrrroooouuuupppp
JJJJoooobbbb PPPPuuuurrrrppppoooosssseeee::::
One stop shop for providing prompt service to PB customers. New customer acquisition (NCA)
and cross-selling & up-selling CASA, Asset and Fee products to PB customers, Senior Citizens,
NRI customers and walk-in General Banking customers.
PPPPrrrriiiinnnncccciiiippppaaaallll AAAAccccccccoooouuuunnnnttttaaaabbbbiiiilllliiiittttiiiieeeessss – SSSSaaaalllleeeessss & BBBBuuuussssiiiinnnneeeessssssss DDDDeeeevvvveeeellllooooppppmmmmeeeennnntttt::::
· Achieve number and value targets for CASA, FD, Asset and Fee products
· Achieve new customer acquisition (NCA) targets for CASA, FD, Asset and Fee products
· Achieve EPS point targets for self by cross-selling and up-selling all products
· Achieve CTG target of 3 and PTG target of 5
· Achieve 25% growth in float for the Managed Accounts
· Zero attrition in Managed Accounts
MMMMaaaajjjjoooorrrr AAAAccccttttiiiivvvviiiittttiiiieeeessss – SSSSaaaalllleeeessss & BBBBuuuussssiiiinnnneeeessssssss DDDDeeeevvvveeeellllooooppppmmmmeeeennnntttt::::
· Meet 2 new to bank customers on a daily basis
· Achieve 100% Contactibility of Managed Accounts & then to contact all mapped clients
through phone once in a month and meet in person once in three months to generate leads
· Contact family members of all mapped customers for family tree completion
· Update PBRMS/SFA on Contactibility and products pitched
· Constant follow up with customers who have shown interest in a product
· On-boarding customers of newly opened accounts and selling 3 products per customer
within 90 days of account opening
· Use I-View to understand overall relationships and recommend products to customers
· Upgrade existing SA & Salary customers to Privilege for differential service experience
· Track all leads for conversion through SFA and EPS points arising thereof
· Own all new campaigns launched for PB segment for your managed accounts and other
PB customers
PPPPrrrriiiinnnncccciiiippppaaaallll AAAAccccccccoooouuuunnnnttttaaaabbbbiiiilllliiiittttiiiieeeessss – CCCCuuuussssttttoooommmmeeeerrrr SSSSeeeerrrrvvvviiiicccceeee :
· Meet 2 existing customers on a daily basis
· Nil rejections for AOFs and other requests received from customers
· Resolve queries of all PB customers within defined TATs
· Nil complaints and escalations from PB customers at branch
MMMMaaaajjjjoooorrrr AAAAccccttttiiiivvvviiiittttiiiieeeessss – CCCCuuuussssttttoooommmmeeeerrrr SSSSeeeerrrrvvvviiiicccceeee::::
· Call and fix appointments with customers so as to ensure meeting up with 2 customers
daily
· Check all documents as per checklist before sending to PB-Ops team so as to ensure Nil
rejections
· Follow up on requests sent to PB-Ops team and confirm resolution to customers
· Resolve potential escalations from PB customers
· Ensure that sensitive cases viz deceased claims are referred to DBM / BM
· Consult with DBM / BM before saying NO to a customer
· Updation of PBRMS/SFA on Contactibility and unresolved service issues
· Clutter free PB customer area at all times
· Ensure usage of PB segment designated stationery/templates for all communication with
the PB customers

2. ICICI Bank Limited
JJJJoooobbbb TTTTiiiittttlllleeee : PPPPrrrriiiivvvviiiilllleeeeggggeeee BBBBaaaannnnkkkkeeeerrrr ((((PPPPBBBB))))
PPPPrrrriiiinnnncccciiiippppaaaallll AAAAccccccccoooouuuunnnnttttaaaabbbbiiiilllliiiittttiiiieeeessss – BBBBrrrraaaannnncccchhhh OOOOppppeeeerrrraaaattttiiiioooonnnnssss ,,,,CCCCoooommmmpppplllliiiiaaaannnncccceeee & RRRRiiiisssskkkk MMMMaaaannnnaaaaggggeeeemmmmeeeennnntttt :
Error free processing of all transactions as per guidelines applicable for PB customers
Ensure proper KYC certification for all new relationships acquired
Reconcile all inventories and deliverables under PBs custody
SR creation for all service requests received at PB desk
MMMMaaaajjjjoooorrrr AAAAccccttttiiiivvvviiiittttiiiieeeessss – BBBBrrrraaaannnncccchhhh OOOOppppeeeerrrraaaattttiiiioooonnnnssss ,,,,CCCCoooommmmpppplllliiiiaaaannnncccceeee RRRRiiiisssskkkk MMMMaaaannnnaaaaggggeeeemmmmeeeennnntttt :
· Proper customer identification through signature verification and recommended ID proofs
· before executing a customer’s transaction in I-Core or FCRM
· Ensure customer calling through CSM / DBM for all transactions as per customer calling
· norms in e-circulars or operations manual
· Authenticate all documents received from customers as per bank’s guidelines
· Daily reconciliation of undelivered I-Kits received from DBM and keeping the same under
safe custody
· Proper recording, delivery of customer’s returned deliverables, unbanked cheques and
· returned cheques
· Refer, all deviations or suspicious transactions or whenever in doubt, to BM / DBM
· Proper filing of all vouchers and customer's requests to relevant files
· Proper recording, delivery of customer’s returned deliverables, unbanked cheques and
· returned cheques
PPPPrrrriiiinnnncccciiiippppaaaallll AAAAccccccccoooouuuunnnnttttaaaabbbbiiiilllliiiittttiiiieeeessss – CCCCaaaappppaaaabbbbiiiilllliiiittttyyyy BBBBuuuuiiiillllddddiiiinnnngggg :
· Complete all relevant e-learning modules
· Appear and pass all e-tests assigned to PB
· Constant knowledge up-gradation to offer customer latest services and products
· Handhold CSOs and CSMs for upgrading their knowledge levels on products
MMMMaaaajjjjoooorrrr AAAAccccttttiiiivvvviiiittttiiiieeeessss – CCCCaaaappppaaaabbbbiiiilllliiiittttyyyy BBBBuuuuiiiillllddddiiiinnnngggg MMMMaaaannnnppppoooowwwweeeerrrr MMMMaaaannnnaaaaggggeeeemmmmeeeennnntttt :
· Self awareness by reading latest KYC guidelines, products and consumer promos
· Participation in specially designed training programs, e-learning modules and e-tests for PBs
– Complete all modules under Ace-Banker
· Effective usage of phonebanking helpdesk, Product Database and PB service manual for
knowledge upgradation and effective servicing of customers
· Enrollment for AMFI, IRDA and NCFM certifications
OOOOtttthhhheeeerrrr RRRReeeessssppppoooonnnnssssiiiibbbbiiiilllliiiittttiiiieeeessss::::
· Availability of updated brochures, leaflets and documents on PB desk
· Access to all critical systems relevant for servicing customers
· Neat printouts of updated Interest rate charts