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World Class Practices 
at Banks 
Presented by 
Akshay Jain (2013004) 
Abhishek Jain (2013002) 
1
World-class service: Definition, promotion 
and measurement 
• Concept of World-Class Service (WCS) has been discussed 
in all aspects of business since the mid-1980s 
• Yet there seems no real consensus on what it actually means. 
• Some claim 
“world-class service organizations 'wow' their customers by 
providing a consistently outstanding customer experience in all 
channels”. 
2
Customer Service 
• It separates good companies from the best ones. And in times 
of turbo-speed, full transparency, and highly demanding 
customers it´s more important than ever! 
• If you provide great customer service, you´ll receive great 
rewards in the form of loyal customers who will even bring 
their friends with them. 
• Or as expressed by Doug Warner from the opposite 
perspective: "In the world of Internet Customer Service, it´s 
important to remember your competitor is only one mouse 
click away.” 
3
How to create and maintain an exceptional 
customer service culture 
• Offer a Good and Reliable Product/Service 
• Put Customer-Focused Thinking at the Centre of Everything 
• Worship Your Customer 
• Top Management Commitment and Engagement 
• Act As Quickly And As Reliable As Possible 
• Use Leading Technology 
• Leverage Excellent Customer Service 
4
INTRODUCTION OF BANKING 
Definition Of Bank: 
• Banking Means "Accepting Deposits for the purpose of 
lending or Investment of deposits of money from the 
public, repayable on demand or otherwise and withdraw 
by cheque, draft or otherwise.“ 
-Banking Companies (Regulation) Act,1949 
5
HISTORY OF BANKS IN INDIA 
• Banking in India originated in the last decades of the 18th century 
• The first banks were THE GENERAL BANK OF INDIA, which 
started in 1786 
• The oldest bank in existence in India is the STATE BANK OF INDIA, 
which originated as the BANK OF CALCUTTA in June 1806 
• The first fully Indian owned bank was the ALLAHABAD BANK, 
established in 1865 
• The banking industry has grown at a compounded annual rate of over 
51 per cent since April 2001 
• Industry life cycle – Growing stage 
6
Evolution of Banking 
Pre-Independence Post-Independence 
Owdh Commercial Bank(1881) 
Punjab National Bank (1895) 
The Bank of India (1906), Bank of 
Baroda Ltd (1908), Central Bank of 
India Ltd (1911) 
Reserve Bank of India (1935) 
Nationalization of Banks 
Imperial Bank of India brought 
under public ownership (1955) 
Formation of State Bank Group 
(1955-59) 
Emergence of New Private Sector 
Banks (1993) 
7
Banks Market Structure In India 
77% 
17% 
6% 
Public Banks 
Private Banks 
Foreign Banks 
8
BANKING STRUCTURE IN INDIA 
• COMMERCIAL BANKS: 
 Scheduled Commercial Banks 
 Non- scheduled Banks 
• CO-OPERATIVE BANKS: 
 Short term lending oriented Co-operative Banks 
 Long term lending oriented Co-operative Banks 
• INDIGENOUS BANKERS: 
 Those whose main business is banking 
 Those who combine their banking business with trading activities and 
 Those who act as commission agents. (For them the banking business 
is a side business). 
9
RECENT TRENDS IN BANKING 
• Electronic Payment Services – E- Cheques 
• Real Time Gross Settlement (RTGS) 
• Electronic Funds Transfer (EFT) 
• Electronic Clearing Service (ECS) 
• Automatic Teller Machine (ATM) 
• Point of Sale Terminal 
• Tele Banking 
10
MAJOR CHALLENGES & OPPORTUNITIES 
TO INDIAN BANKS 
Banking industry’s opportunities 
includes: 
• A growing economy, 
• Banking deregulation, 
• Increased client borrowing, 
• An increase in the number of 
banks, 
• An increase in the money supply, 
• Low government-set credit rates 
and 
• Larger customer checking 
account balances. 
Major challenges faced by banks: 
• High transaction costs 
• IT revolution 
• Timely technological up 
gradation 
• Intense Competition 
• Privacy and Safety 
• Global banking 
• Financial inclusion 
11
INNOVATIVE BANKING CUSTOMER 
SERVICE INTERNATIONALLY 
• BayBanks of Massachusetts is using the mail-order company.A major 
result of this functional benchmarking was the establishment of a 24-hour 
customer service center that can not only respond to queries and 
complaints but also promote and sell the bank's products and services. 
• Seafirst Bank in Seattle redefined itself from a "retail bank" to a 
"retailer" and has benchmarked with retailers known for world class 
customer service such as fast-food restaurant chains. 
• Citicorp looks as itself as less of a bank and more of a "factory". This 
factory processes raw materials in the form of documents, application 
forms, and customer requests and the final product is a satisfied customer. 
Desks, departments, offices, and other work stations serve as the machines 
and equipment of this document factory. 12
Many more Examples 
• Banco Frances has established an information center or "encyclopaedia" in 
the waiting lounge. 
• ASB Bank Limited has established a phone center to accept, process, and 
resolve customer complaints. 
• Bank Pertanian Malaysia (BPM) has extended the concept of "mobile 
banking." 
• The Korean Technology Banking Corporation (KTB) is setting up a 
Technology Financing Information Centre to serve the various needs of its 
clients, most of which are setting up joint-ventures overseas. 
13
14
ABOUT ICICI BANK 
• Industrial Credit and Investment Corporation of India 
• Founded in 1955 by as a joint-venture of the World Bank 
• ICICI Bank launched internet banking operations in 1998. 
• In 2000, ICICI Bank became the first Indian bank to list on the New 
York Stock Exchange. 
• ICICI Bank is India's second-largest bank. 
15
PROFILE OF ICICI BANK 
• Type : Public 
• Founded : 1995 
• Headquarter: Mumbai, Maharashtra, India 
• Industry : Banking, Financial service 
• Net revenue: US$ 13.812 billion (2011) 
• Net Profit : US$ 1.366 billion (2011) 
• Employees : 79,978 (2011 
• Website : www.icicibank.com 
16
BOARD OF DIRECTORS 
• Chairmen : K.V.Kamath 
• CEO : Chanda Kochhar 
• Executive Director : N. S. Kannan 
• Vice president : Mr. Vishvesh G. Bhaga 
• General manager : Ms. Shilpa Kumar 
17
NETWORK OF ICICI 
• It has 8003 ATMs in the country 
• The Bank has a network of 2752 branches in India. 
• It has a presence in 19 countries , including India. 
• Traded as BSE, NSE, NYSE and BSE SENSEX 
18
Products 
• Commercial Banking 
• Project Finance 
• Global Markets 
• Investment Banking 
• Financial Institutions Capital Markets and 
Custodial Services 
• Technology Finance 
19
Innovation 
• Internet Banking 
• Mobile Banking 
– iMobile 
– SMS Banking 
– m.icicibank.com 
– Mobile Money 
– Call to Pay 
– IMPS 
• Pockets by ICICI Bank 
– QUICK PAY 
– SEND MONEY TO FRIENDS 
– PREPAID MOBILE RECHARGE 
– BOOK MOVIE TICKETS FOR 
YOUR WHOLE GANG 
– TRANSACT, KEEP TRACK OF 
YOUR ACCOUNT AND DO A LOT 
MORE! 
– BEING SOCIAL IS MORE FUN 
NOW THAT WE HAVE POCKETS 
BY ICICI BANK! 
20
21
Bank Of Baroda 
• Third largest Public Sector bank in India, 
• After State Bank of India and Punjab National Bank 
• Founded in 1908 
• Headquartered at Baroda 
• It has total of 3159 branches including 70 overseas 
• Has a total staff of 38063 
• CMD of BOB is M.D.Mallaya 
22
Mission Statement 
• To be a top ranking National Bank of International Standards 
committed to augmenting stake holders' value through 
concern, care and competence. 
Our Logo 
• Our new logo is a unique representation of a universal 
symbol. It comprises dual ‘B’ letterforms that hold the rays 
of the rising sun. We call this the Baroda Sun. 
23
History of BOB 
• 1908: Maharaja Sayajirao Gaekwad III set up Bank of Baroda 
(BOB). 
• 1910: established its first branch in Ahmedabad 
• 1953: established a branch in Mombasa and another in Kampala 
• 1959: acquired Hind Bank. 
• 1961: merged in New Citizen Bank of India. This merger helped it 
increase its branch network in Maharashtra 
• 1963: acquired Surat Banking Corporation in Surat, Gujarat. 
• 1964: acquired two banks, Umbergaon People’s Bank in 
southern Gujarat and Tamil Nadu Central Bank in Tamil 
Nadu state. 
• 1969: The Government of India nationalized 14 top banks, 
including BOB 
24
History contd. 
• 1975: BOB acquired the majority shareholding and management 
control of Bareilly Corporation Bank (est. 1928) and Nainital 
Bank (est. in 1954), both in Uttar Pradesh 
• 1998:BOB also acquired Punjab Cooperative Bank in a rescue. 
• 1999: BOB merged in Bareilly Corporation Bank in another rescue. 
At the time, Bareilly had 64 branches, including four in Delhi. 
• 2007: In its centenary year, BOB's total business crossed 2.09 lakh 
crores, its branches crossed 1000, and its global customer base 29 
million people. 
• 2009: Bank of Baroda registered with the Reserve Bank of New 
Zealand, enabling it to trade as a bank in New Zealand 
25
Services 
• Apart from the Loans, Deposits, Credit and Debit Cards, Bank 
of Baroda offers other services to make financial dealings 
easy and convenient. 
• Demat 
• Baroda health 
• Remittances(baroda money express) 
• Collection services 
• ECS(electronic clearing services) 
• Government business(PPF , tax collection and savings bonds) 
26
The Initiative 
• Bank is amongst first in the industry to complete an all-inclusive 
rebranding exercise wherein various novel customer 
centric initiatives were undertaken along with the change of 
logo. 
• The initiatives include setting up of specialized NRI Branches, 
Gen-Next Branches and Retail Loan Factories/ SME Loan 
Factories with an assembly line approach of processing loans 
for speedy disbursal of loans. 
27
Business Process Reengineering (BPR) 
• Bank had initiated a major Business Process Reengineering to 
give a big boost to sales growth by enhancing customer 
satisfaction and by making possible alternate channel 
migration thus reinventing itself to challenges of the 21st 
century. 
• Bank’s BPR project known as “Project- Navnirmaan” has 
altogether 18 activities covering both the BPR and 
organisational restructuring, aimed at transforming the Bank’s 
branches into modern “sales & service” outlets. 
28
The most important initiatives planned under this project include – 
• Conversion of all metro and urban branches into modern centres 
known as Baroda Next branches; 
• Creation of Automated and Leaner Back Offices like City Back 
Office (for automated cheque processing etc.), 
• Regional Back Office (for faster account opening etc.), 
• Establishment of two Call Centres, 
• Creation of Academy of Excellence, 
• Introduction of Frontline Automation at select branches for 
customer convenience and 
• Organizational Restructuring. 
29
People Initiatives 
• Bank is endowed with a competent and motivated 
employee base 
• Strategic HR interventions gave the Bank competitive 
advantage. 
• Bank launched a comprehensive leadership 
development program ‘Project UDAAN’ during 
2010-11 with the prime objective of creating leaders 
for the future. 
30
New Technology Platform 
• Bank has made substantial progress in its end-to-end 
business and IT strategy project covering the Bank’s 
domestic, overseas and subsidiary operations. 
• Bank has been providing to its customers Internet Banking 
• Bank has a wide network of ATMs across the country and 
has also launched mobile ATMs in select cities. 
• Bank has implemented the Global Treasury Solution in its 
key territories like UK, UAE, Bahamas, Bahrain, Hong 
Kong, Singapore and Belgium. 
• Various technological initiatives in overseas operations such 
as implementation of Centralized SWIFT activity 
31
The Future 
• Bank has achieved substantial progress in technology 
and is continuously integrating multiple platforms of 
technology to generate synergies. 
• Bank continuously attempts to adapt to the dynamic 
economic environment while engaging in long term 
relationships to provide superior customer service. 
32
33
History 
• 1812 - founded as City Bank of New York. 
• 1894 - became the largest bank in the United States. 
• 1902 - began expanding internationally and became the first major 
U.S. bank to establish a foreign department. 
• 1930 - became the largest bank in the world with 100 branches in 23 
countries outside the United States. 
• 1976 - changed its name to Citibank. 
• 1981 - purchased Diners Club. 
• 1994 - opening of the first fully foreign owned commercial bank in 
Russia 
• 1995 - opening of the first full service branch in China 
• 1998 - Citibank was merged into Citigroup 
34
Citibank 
• Citibank is the consumer and corporate banking division of 
leading financial services company Citigroup. 
• The company has operations in around 1,700 locations, in more 
than 140 countries worldwide. 
• Citibank offers the following products and services: 
– Banking services 
– Credit cards 
– Mortgages, Loans 
– Investments 
– Insurance 
– Small business services 
– Corporate/Institutional services 
– Asset management 
– Government services 
– Private banking 
35
Leadership through Innovation 
• 1985: First bank to launch a dedicated platform focused on 
serving the unique banking and wealth management needs of the 
Non Resident Indian. 
• 1986: Pioneered Cash Management. 
• 1993/1998/2001: First to OFFER 24-hour Phone 
banking/Internet banking/SMS alerts. 
• 2009: First to bring to India next-generation contactless 
Credit Card payments based on Near Field Communications 
technology with Citi Tap and Pay. 
• 2010: First brokerage house to launch Financial Information 
Exchange (FIX) protocol, the industry-driven international 
messaging standard, adopted by NSE. 
36
Leadership through Innovation 
• 2012: First to roll out SMS-to-Call and Click-to-Call; instantly 
connecting customers to Citibank officers. 
• 2012: Launch of India's first airline agnostic card through Citi 
Premier Miles. 
• 2012: First Smart Banking Branch launch in India. 
• 2012: Launch of market-first mobile-banking receivables 
solution Citi Mobile Collect. 
• 2013: Launch of the First Fully Integrated and 
Certified Mobile Payment Solution. 
• 2013: Instant Credit Card issuance at Mumbai's first mall-based 
smart-banking branch at Palladium, Lower Parel, Mumbai. 
37
Learning 
• The use of best practices, when incorporated within all areas of 
an organisation, including its stakeholder relationships, can lead 
to an organisation attaining world class performance. 
• The fastest and easiest way to improve is to compare and learn 
from other successful organisations (for example, through using a 
benchmarking approach). 
• The potential improvements to be gained from adapting and 
incorporating proven high performance practices in your 
organisation can be anything from small continuous steps of 
improvement, to radical breakthroughs that result in significant 
positive change. 
38
39

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World class practices at banks

  • 1. World Class Practices at Banks Presented by Akshay Jain (2013004) Abhishek Jain (2013002) 1
  • 2. World-class service: Definition, promotion and measurement • Concept of World-Class Service (WCS) has been discussed in all aspects of business since the mid-1980s • Yet there seems no real consensus on what it actually means. • Some claim “world-class service organizations 'wow' their customers by providing a consistently outstanding customer experience in all channels”. 2
  • 3. Customer Service • It separates good companies from the best ones. And in times of turbo-speed, full transparency, and highly demanding customers it´s more important than ever! • If you provide great customer service, you´ll receive great rewards in the form of loyal customers who will even bring their friends with them. • Or as expressed by Doug Warner from the opposite perspective: "In the world of Internet Customer Service, it´s important to remember your competitor is only one mouse click away.” 3
  • 4. How to create and maintain an exceptional customer service culture • Offer a Good and Reliable Product/Service • Put Customer-Focused Thinking at the Centre of Everything • Worship Your Customer • Top Management Commitment and Engagement • Act As Quickly And As Reliable As Possible • Use Leading Technology • Leverage Excellent Customer Service 4
  • 5. INTRODUCTION OF BANKING Definition Of Bank: • Banking Means "Accepting Deposits for the purpose of lending or Investment of deposits of money from the public, repayable on demand or otherwise and withdraw by cheque, draft or otherwise.“ -Banking Companies (Regulation) Act,1949 5
  • 6. HISTORY OF BANKS IN INDIA • Banking in India originated in the last decades of the 18th century • The first banks were THE GENERAL BANK OF INDIA, which started in 1786 • The oldest bank in existence in India is the STATE BANK OF INDIA, which originated as the BANK OF CALCUTTA in June 1806 • The first fully Indian owned bank was the ALLAHABAD BANK, established in 1865 • The banking industry has grown at a compounded annual rate of over 51 per cent since April 2001 • Industry life cycle – Growing stage 6
  • 7. Evolution of Banking Pre-Independence Post-Independence Owdh Commercial Bank(1881) Punjab National Bank (1895) The Bank of India (1906), Bank of Baroda Ltd (1908), Central Bank of India Ltd (1911) Reserve Bank of India (1935) Nationalization of Banks Imperial Bank of India brought under public ownership (1955) Formation of State Bank Group (1955-59) Emergence of New Private Sector Banks (1993) 7
  • 8. Banks Market Structure In India 77% 17% 6% Public Banks Private Banks Foreign Banks 8
  • 9. BANKING STRUCTURE IN INDIA • COMMERCIAL BANKS:  Scheduled Commercial Banks  Non- scheduled Banks • CO-OPERATIVE BANKS:  Short term lending oriented Co-operative Banks  Long term lending oriented Co-operative Banks • INDIGENOUS BANKERS:  Those whose main business is banking  Those who combine their banking business with trading activities and  Those who act as commission agents. (For them the banking business is a side business). 9
  • 10. RECENT TRENDS IN BANKING • Electronic Payment Services – E- Cheques • Real Time Gross Settlement (RTGS) • Electronic Funds Transfer (EFT) • Electronic Clearing Service (ECS) • Automatic Teller Machine (ATM) • Point of Sale Terminal • Tele Banking 10
  • 11. MAJOR CHALLENGES & OPPORTUNITIES TO INDIAN BANKS Banking industry’s opportunities includes: • A growing economy, • Banking deregulation, • Increased client borrowing, • An increase in the number of banks, • An increase in the money supply, • Low government-set credit rates and • Larger customer checking account balances. Major challenges faced by banks: • High transaction costs • IT revolution • Timely technological up gradation • Intense Competition • Privacy and Safety • Global banking • Financial inclusion 11
  • 12. INNOVATIVE BANKING CUSTOMER SERVICE INTERNATIONALLY • BayBanks of Massachusetts is using the mail-order company.A major result of this functional benchmarking was the establishment of a 24-hour customer service center that can not only respond to queries and complaints but also promote and sell the bank's products and services. • Seafirst Bank in Seattle redefined itself from a "retail bank" to a "retailer" and has benchmarked with retailers known for world class customer service such as fast-food restaurant chains. • Citicorp looks as itself as less of a bank and more of a "factory". This factory processes raw materials in the form of documents, application forms, and customer requests and the final product is a satisfied customer. Desks, departments, offices, and other work stations serve as the machines and equipment of this document factory. 12
  • 13. Many more Examples • Banco Frances has established an information center or "encyclopaedia" in the waiting lounge. • ASB Bank Limited has established a phone center to accept, process, and resolve customer complaints. • Bank Pertanian Malaysia (BPM) has extended the concept of "mobile banking." • The Korean Technology Banking Corporation (KTB) is setting up a Technology Financing Information Centre to serve the various needs of its clients, most of which are setting up joint-ventures overseas. 13
  • 14. 14
  • 15. ABOUT ICICI BANK • Industrial Credit and Investment Corporation of India • Founded in 1955 by as a joint-venture of the World Bank • ICICI Bank launched internet banking operations in 1998. • In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange. • ICICI Bank is India's second-largest bank. 15
  • 16. PROFILE OF ICICI BANK • Type : Public • Founded : 1995 • Headquarter: Mumbai, Maharashtra, India • Industry : Banking, Financial service • Net revenue: US$ 13.812 billion (2011) • Net Profit : US$ 1.366 billion (2011) • Employees : 79,978 (2011 • Website : www.icicibank.com 16
  • 17. BOARD OF DIRECTORS • Chairmen : K.V.Kamath • CEO : Chanda Kochhar • Executive Director : N. S. Kannan • Vice president : Mr. Vishvesh G. Bhaga • General manager : Ms. Shilpa Kumar 17
  • 18. NETWORK OF ICICI • It has 8003 ATMs in the country • The Bank has a network of 2752 branches in India. • It has a presence in 19 countries , including India. • Traded as BSE, NSE, NYSE and BSE SENSEX 18
  • 19. Products • Commercial Banking • Project Finance • Global Markets • Investment Banking • Financial Institutions Capital Markets and Custodial Services • Technology Finance 19
  • 20. Innovation • Internet Banking • Mobile Banking – iMobile – SMS Banking – m.icicibank.com – Mobile Money – Call to Pay – IMPS • Pockets by ICICI Bank – QUICK PAY – SEND MONEY TO FRIENDS – PREPAID MOBILE RECHARGE – BOOK MOVIE TICKETS FOR YOUR WHOLE GANG – TRANSACT, KEEP TRACK OF YOUR ACCOUNT AND DO A LOT MORE! – BEING SOCIAL IS MORE FUN NOW THAT WE HAVE POCKETS BY ICICI BANK! 20
  • 21. 21
  • 22. Bank Of Baroda • Third largest Public Sector bank in India, • After State Bank of India and Punjab National Bank • Founded in 1908 • Headquartered at Baroda • It has total of 3159 branches including 70 overseas • Has a total staff of 38063 • CMD of BOB is M.D.Mallaya 22
  • 23. Mission Statement • To be a top ranking National Bank of International Standards committed to augmenting stake holders' value through concern, care and competence. Our Logo • Our new logo is a unique representation of a universal symbol. It comprises dual ‘B’ letterforms that hold the rays of the rising sun. We call this the Baroda Sun. 23
  • 24. History of BOB • 1908: Maharaja Sayajirao Gaekwad III set up Bank of Baroda (BOB). • 1910: established its first branch in Ahmedabad • 1953: established a branch in Mombasa and another in Kampala • 1959: acquired Hind Bank. • 1961: merged in New Citizen Bank of India. This merger helped it increase its branch network in Maharashtra • 1963: acquired Surat Banking Corporation in Surat, Gujarat. • 1964: acquired two banks, Umbergaon People’s Bank in southern Gujarat and Tamil Nadu Central Bank in Tamil Nadu state. • 1969: The Government of India nationalized 14 top banks, including BOB 24
  • 25. History contd. • 1975: BOB acquired the majority shareholding and management control of Bareilly Corporation Bank (est. 1928) and Nainital Bank (est. in 1954), both in Uttar Pradesh • 1998:BOB also acquired Punjab Cooperative Bank in a rescue. • 1999: BOB merged in Bareilly Corporation Bank in another rescue. At the time, Bareilly had 64 branches, including four in Delhi. • 2007: In its centenary year, BOB's total business crossed 2.09 lakh crores, its branches crossed 1000, and its global customer base 29 million people. • 2009: Bank of Baroda registered with the Reserve Bank of New Zealand, enabling it to trade as a bank in New Zealand 25
  • 26. Services • Apart from the Loans, Deposits, Credit and Debit Cards, Bank of Baroda offers other services to make financial dealings easy and convenient. • Demat • Baroda health • Remittances(baroda money express) • Collection services • ECS(electronic clearing services) • Government business(PPF , tax collection and savings bonds) 26
  • 27. The Initiative • Bank is amongst first in the industry to complete an all-inclusive rebranding exercise wherein various novel customer centric initiatives were undertaken along with the change of logo. • The initiatives include setting up of specialized NRI Branches, Gen-Next Branches and Retail Loan Factories/ SME Loan Factories with an assembly line approach of processing loans for speedy disbursal of loans. 27
  • 28. Business Process Reengineering (BPR) • Bank had initiated a major Business Process Reengineering to give a big boost to sales growth by enhancing customer satisfaction and by making possible alternate channel migration thus reinventing itself to challenges of the 21st century. • Bank’s BPR project known as “Project- Navnirmaan” has altogether 18 activities covering both the BPR and organisational restructuring, aimed at transforming the Bank’s branches into modern “sales & service” outlets. 28
  • 29. The most important initiatives planned under this project include – • Conversion of all metro and urban branches into modern centres known as Baroda Next branches; • Creation of Automated and Leaner Back Offices like City Back Office (for automated cheque processing etc.), • Regional Back Office (for faster account opening etc.), • Establishment of two Call Centres, • Creation of Academy of Excellence, • Introduction of Frontline Automation at select branches for customer convenience and • Organizational Restructuring. 29
  • 30. People Initiatives • Bank is endowed with a competent and motivated employee base • Strategic HR interventions gave the Bank competitive advantage. • Bank launched a comprehensive leadership development program ‘Project UDAAN’ during 2010-11 with the prime objective of creating leaders for the future. 30
  • 31. New Technology Platform • Bank has made substantial progress in its end-to-end business and IT strategy project covering the Bank’s domestic, overseas and subsidiary operations. • Bank has been providing to its customers Internet Banking • Bank has a wide network of ATMs across the country and has also launched mobile ATMs in select cities. • Bank has implemented the Global Treasury Solution in its key territories like UK, UAE, Bahamas, Bahrain, Hong Kong, Singapore and Belgium. • Various technological initiatives in overseas operations such as implementation of Centralized SWIFT activity 31
  • 32. The Future • Bank has achieved substantial progress in technology and is continuously integrating multiple platforms of technology to generate synergies. • Bank continuously attempts to adapt to the dynamic economic environment while engaging in long term relationships to provide superior customer service. 32
  • 33. 33
  • 34. History • 1812 - founded as City Bank of New York. • 1894 - became the largest bank in the United States. • 1902 - began expanding internationally and became the first major U.S. bank to establish a foreign department. • 1930 - became the largest bank in the world with 100 branches in 23 countries outside the United States. • 1976 - changed its name to Citibank. • 1981 - purchased Diners Club. • 1994 - opening of the first fully foreign owned commercial bank in Russia • 1995 - opening of the first full service branch in China • 1998 - Citibank was merged into Citigroup 34
  • 35. Citibank • Citibank is the consumer and corporate banking division of leading financial services company Citigroup. • The company has operations in around 1,700 locations, in more than 140 countries worldwide. • Citibank offers the following products and services: – Banking services – Credit cards – Mortgages, Loans – Investments – Insurance – Small business services – Corporate/Institutional services – Asset management – Government services – Private banking 35
  • 36. Leadership through Innovation • 1985: First bank to launch a dedicated platform focused on serving the unique banking and wealth management needs of the Non Resident Indian. • 1986: Pioneered Cash Management. • 1993/1998/2001: First to OFFER 24-hour Phone banking/Internet banking/SMS alerts. • 2009: First to bring to India next-generation contactless Credit Card payments based on Near Field Communications technology with Citi Tap and Pay. • 2010: First brokerage house to launch Financial Information Exchange (FIX) protocol, the industry-driven international messaging standard, adopted by NSE. 36
  • 37. Leadership through Innovation • 2012: First to roll out SMS-to-Call and Click-to-Call; instantly connecting customers to Citibank officers. • 2012: Launch of India's first airline agnostic card through Citi Premier Miles. • 2012: First Smart Banking Branch launch in India. • 2012: Launch of market-first mobile-banking receivables solution Citi Mobile Collect. • 2013: Launch of the First Fully Integrated and Certified Mobile Payment Solution. • 2013: Instant Credit Card issuance at Mumbai's first mall-based smart-banking branch at Palladium, Lower Parel, Mumbai. 37
  • 38. Learning • The use of best practices, when incorporated within all areas of an organisation, including its stakeholder relationships, can lead to an organisation attaining world class performance. • The fastest and easiest way to improve is to compare and learn from other successful organisations (for example, through using a benchmarking approach). • The potential improvements to be gained from adapting and incorporating proven high performance practices in your organisation can be anything from small continuous steps of improvement, to radical breakthroughs that result in significant positive change. 38
  • 39. 39