Understanding the retail banking building blocks and accomplishing excellence in hyper competitive marketplaces. Delivering best-in-class customer service and delightful client experiences have become the key and the only differentiator in today's world.

1. RETAIL
BANKING
EXCELLENCE

2. THE ENABLERS

3. Banks
 Banks - The main driving force in a country’s progress
 They mobilize and channelize funds for the economy
 They play the role of enablers in the economy and the society

4. Clients have different and
varied needs

5. Banks have products
for every financial
need, goals & desires

6. Banks and Us
Banks and we, the people, share a symbiotic relationship. They provide a service to us and we pay for
their services. Banks touch our lives in many different ways:
 If you want to remit money to your ageing father in a nondescript town, they do it for you
 If you need to remit US Dollars to your daughter studying abroad, they are there for you
 If you need cash in the middle of night for an emergency, they make it available through ATMs
 If you want to buy a house, they provide home loans to you
 If you want to expand your business, they provide working capital finance
And in myriad ways!

7. Role of Banks
 Banks form an integral part of the financial ecosystem playing many critical roles
 Banks primarily play the role of an intermediary between a depositor and a borrower. They
accept deposits (called liabilities) from the depositors and then lend money (called assets) to
the borrowers
DEPOSITOR BORROWER
Accept Deposits
Give interest
Give Loans
Receive interest
INTERMEDIARYLIABILITIES ASSETS
BANKS

8. Banks help people realize their financial goals and dreams

9. Customer Experience
 Customer Service = Quality of Customer Engagement
 It is People dependent and Technology dependent
 What you deliver and how well you deliver makes all the difference

10. PUBLIC SECTOR BANKS
Public Sector Banks are majorly owned by the Government of
India. GOI is a major shareholder (51% & above) and the rest of
the shares are held by the public and institutions. Popularly
known as nationalized banks, there are currently 21 PSBs.
Examples: SBI, Canara Bank, Dena Bank, Indian Bank and others
PRIVATE BANKS
Private sector banks are owned by institutions and shareholders.
The GOI does not have a stake. There are currently 21 Private
sector banks. Examples: HDFC Bank, ICICI Bank, Axis Bank, Kotak
Mahindra Bank, Yes Bank and others
FOREIGN BANKS
They are global banks who have branches in India. There are
currently around 42 Foreign banks. Examples: HSBC, Citibank,
Standard Chartered, Deutsche Bank & others
COOPERATIVE BANKS
They are medium-sized banks in the co-operative sector that operate
both in urban and non-urban centers. They are traditionally centered
around communities, localities and workplace groups and lend to
small borrowers and businesses. There are currently around 370
banks. Examples: Abhyudaya Co-op Bank, Saraswat Co-op Bank etc.
REGIONAL RURAL BANKS
Regional Rural Banks (RRB) are local level banking organizations
operating in different states. They primarily serve the rural areas and
provide basic banking services. There are currently around 56 RRBs.
Examples: Maharashtra Gramin Bank, Bihar Gramin bank etc.
PAYMENTS BANK and SMALL FINANCE BANK
They cater to small businesses and aid the financial inclusion process.
Their objective is to spread banking to country’s hinterlands.
Examples: Suryoday Small Finance Bank, India Post Payments Bank etc
Types of Banks

11. QUIZ
Can you identify the banks from
the logos?

12. AXIS BANK STATE BANK OF INDIA
STANDARD CHARTERED BANK
INDIA POST PAYMENTS BANK SARASWAT CO-OP BANK
MAHARASHTRA GRAMIN BANK

13. PRODUCTS
 Why is CASA so important to banks?
 What are 2-in-1 and 3-in-1 accounts?
 What purpose do liabilities and asset
products serve?
PROCESSES
 Once RTGS is processed, how does it
reach the end-beneficiary?
 Why do all the processes have maker-
checker controls?
PLATFORMS
 CBS is the main banking software
 The CRM and Transaction Engines are
like pillars of the bank supporting
business growth and scalable volumes
POLICIES
 KYC is not just about ID and Address
proof. It is much more than that.
 How do we know that the PAN Card
provided by the customer is genuine?
The 5 Ps
I
N
T
E
R
N
A
L
D
R
I
V
E
R
S
P
E
O
P
L
E
-
E
M
P
L
O
Y
E
E
S
PEOPLE - PRODUCTS - PLATFORMS - PROCESSES - POLICIES

14. Risks
 As banks deal in money, they face many risks in their business
 Risks include - Credit, Operational, Regulatory, Fraud, Legal, Reputational, Technological
obsolescence etc.
 Banks and crooks are perennially engaged in a cat and mouse game. How does one keep the
crooks at bay?

15. NPA Management
 NPAs – One of the biggest challenges banks face today
 What can we do to tackle this pernicious problem? Can we use technology?

16. Digital Migration
 Migrating clients to digital platforms can be a challenge but needs to be done
 How are these alternate channels useful for the bank and its customers?
 Load distribution is only one such reason. There are many other advantages

17.  Core Banking System is the technology backbone of the bank
 CBS is the soul of banks that powers them in today’s digital age. How?

18. Be a BankPro
New Edition 2020
A comprehensive bank guide to assist bank job aspirants, campus
hires and working bankers with banking domain knowledge and
important job skills.
Book available on Amazon under Reference: B08HVNDZGM
A preview is also available for your benefit.

19. Sundar G is a Banking professional who has worked with reputed global
banks. He started his banking career with the British Bank of Middle East
(part of HSBC) where he worked briefly, and then moved on to CITIBANK
where he spent most part of his career. In a career spanning 30 years, he
has worked both in retail and corporate banking, headed many
departments and handled diverse assignments in leadership roles.
As a banker first and an academician later, he uses his vast experience
and expertise to prepare candidates for job interviews and successful
banking careers.
He is a faculty for BFSI at many leading institutes and a corporate trainer
for various banks. He has authored one more book titled ‘Banking Sales’
also available on Amazon. He also regularly writes in the media and his
views have often got published in Economic Times and Times of India.ABOUT THE AUTHOR

20. Blog
The author regularly shares his insights on various banking topics and themes to
spread awareness through his personal blog. You can access it for free.
https://bankinsights.wordpress.com/

21. Thanks for watching

22. ACKNOWLEDGEMENTS
Sincerely acknowledge and thank Pexels for their wonderful image collections, some of which have been incorporated in
presentation for illustration purposes.