May 18 2009
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May 18 2009

Greater Mumbai

Current Accounts

May 18, 2009


Annual operating plan

Annual Operating Plan

Market Size

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Annual operating plan1

Annual Operating Plan

Market Size

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Market size

Market Size

Number of accounts

(Actual)

Derived

ICICI Book

March ‘05

March ‘06

March ‘07

March ‘08

March ‘09

Till ‘09

1,384,547

1,467,620

1,555,677

1,649,017

1,747,958

90,586

Data Source: RBI & ICICI Bank CASA MIS


Market size1

Market Size

Base (in cr.)

Mumbai as per RBI Data

729,529

CASA Base 31st Dec 08

262,630

Retail Deposits (36 %)

121,756

Retail CASA (w/o Deposit) (46.36%)

27,445

CA (22.54%)

1,459

I-Bank Book as on 31st March 09

5.32%

I-Bank Market Share

Data Source: RBI & ICICI Bank CASA MIS


Annual operating plan2

Annual Operating Plan

Market Size

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Previous years

Previous Years


Previous years contd

Previous Years...Contd.

Rs. 577 crore


Previous years contd1

Previous Years...Contd.

Resources & Productivity


Annual operating plan3

Annual Operating Plan

Market Size and Competition

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Targets fy 09 10

Targets FY ‘09-‘10

All values in Rs. Crore


Annual operating plan4

Annual Operating Plan

Market Size and Competition

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Nca road map

NCA Road Map

Way Ahead....


Nca road map business as usual

NCA Road Map...Business As Usual

  • Average FOS productivity of Q4 taken for Business As Usual

  • Average of Last Year Balance is taken for Average Float per account

  • No of FOS are as per Q4 Exit


Nca road map productivity

NCA Road Map... Productivity

Training

DSR Tracking

Regular Flow of Leads

  • Catchment Mapping is the Key

  • SM to generate leads for FOS

  • All non-conversion (prospects) to be mandated for SM visit


Nca road map fos

NCA Road Map... FOS

Consultant

Mass recruitment

SE to get SE

Dead line for FOS On-boarding : 30th May 2009


Nca road map hh channel

NCA Road Map... HH Channel

Rs 43 crore

Rs 1 lac ticket size taken incase of Branch SB SE (instead of Rs 1.63lac)


Nca road map hh channel contd

NCA Road Map... HH Channel.. Contd.

  • Structured Training & Capability Building

    • Weekly Training calendar

    • Training Modules for sales team (FOS)

    • Product & KYC card as ready reckoner

  • Dedicated Help Line

    • Local Telephone Help Line for any query resolution

    • For second level query, call will be connected to PCCM or RSM directly

  • Regular contests & Incentives schemes

  • Min 1 current account to be mandated for earning incentives of SB accounts


Nca road map constitution mix

NCA Road Map... Constitution Mix

  • E2, E3 & E4 Market Potential

    • Total 3.3 lacs Pvt Ltd Companies as per ROC

    • Total 0.4 lacs Public Ltd as per ROC

    • Total 20 lacs Partnership firms (20% registered)

    • Our Market Share is 3.43% in E3,E4 segments (13,539 Accounts)

Average Float of ’08 - ‘09 (E2, E3 & E4)

Branch - Rs. 3.49 lacs, HVST - Rs. 6.42 lacs, Retail - Rs. 2.22 lacs


Nca road map constitution mix1

NCA Road Map...Constitution Mix

  • Mailer Activities

    • Tax Payment : Mailers to be sent to all registered companies showing benefits of CIB and on line tax payment

    • Export - Import : Trade RCA mailers

    • General : Grouping of Accounts, Pooling of Accounts

  • Balance Transfer Schemes

  • Branch Vicinity :

    • All the companies registered in Branch Vicinity to be added in Branch Manager’s wish list

    • Branch Managers meeting calendar


Nca road map constitution mix2

NCA Road Map...Constitution Mix

  • Referral channels to be used for conversion

    • ETRG References

    • SEG Asset relationships and their associates

    • Salary Account relationships

    • CBG Vendors

  • Industry Segment

    • Cluster based approach with special offerings

    • Trade Association Tie-ups


Nca road map product mix

NCA Road Map... Product Mix

Gold & Above, TRCA (except E2, E3 & E4)

Average Float of ’08 - ‘09 (E1 + E10 – Gold & above, TRCA)

Branch - Rs. 2.10 lacs

HVST - Rs. 1.02 lacs

Retail - Rs. 1.24 lacs

Appropriate product selling & service offerings will lead to more high variant accounts.


Nca road map product mix1

NCA Road Map... Product Mix

  • Training is the key

    • Selling Skills

    • High Variant Products & Special Services

    • Trade Services

  • Focus on High Transactions customer segments

    • Pharma Distributors

    • Wholesalers

    • Multi Location Firms

    • Logistic Firms

    • Manufacturing companies

  • Balance Transfer schemes for high balance customers of other banks


Nca road map product mix2

NCA Road Map... Product Mix

  • Export - Import Segment for Trade RCA

    • Directed calling on Export-Import Council data base

    • Co-ordination with ETRG team

  • Branch Managers to work personally on self employed HNI / Wealth & PBG customers of the branch

  • SM to open at least 5 Gold & Above, TRCA accounts in a month

  • Pre Account opening Health Check for all accounts to ensure appropriate variant selling


Nca road map way ahead

NCA Road Map...Way Ahead

Enablers

Activities

MIS

NCA

P-580

On-boarding

Training &

Capability

Building

Business Projections


Every crore of casa

Every Crore of CASA...

Rs 1 Crore

Retail

Rs. 20 lacs

Branch

Rs. 40 lacs

HVST

Rs. 40 lacs

11 Accounts

9 Accounts

25 Accounts

3 Accounts E2, E3 & 4

1 Gold & Above, TRCA

6 Accounts E2, E3 & 4

8 Accounts E2, E3 & 4

1 Gold & Above, TRCA

2 Gold & Above, TRCA

2900 Referrals (11 Activities)

460 Referrals (6 Activities)

571 Referrals (7 Activities)


Enablers

Enablers

  • Enablers

    • T3 Training

    • I-Kits in all branches (to be mandated for 100% Sourcing)

    • Fast Track Account opening for all High Value customers

    • Grouping of Accounts

    • Pooling of Accounts

    • Various incentive schemes and contests to encourage High Value AOC


Enablers contd

Enablers...Contd.

  • Enablers contd.

    • Regular MIS on Quality Sourcing parameters

    • Contests like League of Legends for FOS

    • Active alternate channels to ensure regular flow of leads

    • Auto Upgrade

    • Loyalty Program

    • Regular training and capability building programs for sales team


Activities

Total Referrals - 61836

70%

33%

Activities

Third Party-

PO/DD/Cash

Salary / Tasc

Relationships

Wish-list

Seminar /

Bulk Deals

Walkins &

Referrals

Vicinity

sourcing

Campaigns

Pvt Banking /

Wealth Referrals

Demand Funnel - Branch

14,228

Accounts

SFA is the Key to Success


Activities contd

Activities...Contd.

Demand Funnel - Branch


Activities contd1

Total Referrals - 49,232

40%

25%

Activities...Contd.

Trade

Association

Tie-ups

Cluster

Approach

Salary

Relationships

Corporate

Vendors

SEG Asset Referrals

ETRG

Referrals

Catchment

Wishlist

ROC Data

Demand Funnel - HVST

4,918

Accounts

Referral approach & Tie-ups will be the key drivers


Activities contd2

Activities...Contd.

Demand Funnel - HVST


Activities contd3

Total Referrals - 329,400

20%

20%

Activities...Contd.

Catchment

Mapping

Bulk Deals

Inbound

Leads

Comm.

Banking

Vendors

RAPG

Referrals

Calling on

Industry

Database

Mkt

Activities

Demand Funnel - Retail

12,539

Accounts

New Customer connect is the way ahead


Activities contd4

Activities...Contd.

Demand Funnel - Retail


P 580 branches

P - 580 Branches

  • Well in advance planned activities

  • Branch & Retail team to work in tandem well before the branch opening for regular flow of leads

  • Marketing & visibility activities to be organized at least 15 days before the branch inauguration

Above targets are already included in total plan


Training capability building

Training & Capability Building

Enhanced Productivity

Hand holding of Team


Training capability building1

Training & Capability Building

Time Management


On boarding

On-boarding

30th Day : A second product to be Sold

15h Day : SM to meet the Customers & to ensure min two customer induced Transactions

7th Day : SM to call customer & to check Deliverables status. Also, to ask for References

Dedicated RM

Mapping for HV Customers

Account Activation

BM/RSM/RHS

To meet all High Value

Customers

Pre Account Opening

Health Check / Client Profiling


Quarter 1 target

Quarter 1 - Target

  • Training on cross vertical products for sales team

  • Recruitment & On-boarding of FOS

  • Catchment Mapping

  • Referencing

  • 100% Branch Staff activation on referral generation

  • Activation of Alternate Channels

  • Training & capability building of HH Channel for CA sourcing


Annual operating plan5

Annual Operating Plan

Market Size and Competition

Previous Years

Targets FY 10

NCA Road Map

ERV Road Map


Erv road map

ERV Road Map

Target

At Branch

Sweet Spot

ERV

Auto

Upgrade

Grouping of

Accounts

Loyalty

Program


Erv road map1

ERV Road Map


Erv road map sweet spot

ERV Road Map ... Sweet Spot

SWEET SPOT :

  • Constitution wise bucketing of entire portfolio

  • Identifying the highly potential customers based on constitution wise Average Balances maintained

  • E2, E3 & E4 customers (22%) contributes appx 67% of MAB Float

  • Top Customers to continue to contribute


Erv road map sweet spot1

ERV Road Map ... Sweet Spot

Corrective Actions

Project Parichay

Profiling

Customer Delight

Customer Mapping

Dropped

  • One to One Mapping of customers with Branch & Sales Team

  • Customer profiling to gauge potential

  • Corrective actions to ensure customer delight

  • Complete wallet share and cross sell

  • References


Erv road map sweet spot contd

ERV Road Map ... Sweet Spot..Contd.


Auto upgrade

Auto Upgrade

  • Auto Upgrade

    • List of all Auto Upgrade customers to be shared with Current Account Champion of the branch

    • Champion to inform customer on offerings individually

    • List will be shared with Branch Sales Manager to conduct customer profiling to gauge potential

    • BSM to involve BM for further help in getting the complete wallet share


Loyalty program

Loyalty Program

  • Loyalty Cards

    • A dedicated team in the branch to ensure delivery of Loyalty Cards to Customer

    • Close co-ordination with Central Team for regular updation of Loyalty Customers

    • BM to ensure one to one mapping of Club Elite customers to branch staff

  • Features to be highlighted in the branches


Grouping of accounts

Grouping of Accounts

  • Introducing new customers

    • Profiling of High Balance walk-in customers

    • Profiling of all walk-in customers who are having more than one account

    • Potential customers to be referred to Branch Sales Manager through SFA to grouping activities and also for sourcing new accounts

  • Visibility to be created in Branches


At branch

At Branch ...

  • Activities

    • Project Milap

    • Periodic “Ek Cup Chai Ho Jaye”

    • Regular Meeting Calendar for BM, BSM, CBM, RHS, RH

    • Everyone in the Branch to own at least 5 customers

    • Bearer Delight Campaigns

    • Dedicated Team to intimate special offerings to customers on regular basis

107 Branches


At branch1

At Branch

  • Preventive measures

    • All account closure requests to be signed off by the BM personally

    • All High Value Account closure requests to be brought in the notice of CBM, RSM & RHS

    • All Elite & above account closure customers visit to be mandated for CBM, RHS & RH also

    • All closure requests to be called by Out Bound Call center team to validate and prevent from closures


Customer delight

Customer Delight

Loyalty Programs

Mis selling

Appropriate Product offerings

Charges

Customer

Clear Understanding of Charges & Services

No Touch Point

Branch as the interface

Unaware of Services

Deliverables Issue

Deliverables - OTC and within TAT

Staff Lack of Knowledge

Fully Trained to attend any query

Service Rejections

No Lapse in committed TAT


Car

Thank you


Powerpoint presentation guidelines

PowerPoint Presentation Guidelines

  • The following slides present guidelines and suggestions for the use of fonts, colors, and graphics when preparing ICICI Bank PowerPoint presentations


General guidelines

General guidelines

  • Fonts

    • Recommended font is Zurich BT

  • Font size

    • Title – 32, Bullet point – 24, Sub point – 22

  • Colours

    • Font colour should be Blue (R0, G0, B77)

    • Corporate colours to be used for backgrounds

  • Graphs and charts

    • Graphs should use good line width and colours


General guidelines1

General guidelines

  • Tables

    • Excel graphs and tables should be formatted to guidelines

  • Illustrations

    • To be used only if needed and if they help the presentation

  • Text/Content

    • Bullets on each slide to be limited to 4

  • Animation

    • Do not use distracting slide transitions

    • Use of animation to be limited


Sample slides

Sample slides

  • The following slides show examples of various guidelines in use


This is the first slide

Logo place on first slide

This is the first slide

Subject and date of presentation to be mentioned on this slide


Slide layout recommended font size 32

Slide layout (Recommended font size – 32)

  • This layout is to be used for all text slides

  • Recommended font Zurich BT and recommended font size

  • Standardise the font throughout

  • Main point - Font size : 24

    • Sub point – Font Size : 22

  • Colours

    • Use Blue for text (R0, G0, B77)

This is the logo place on all other slides


Slide layout

This slide is an example of two column text or one column text along with a image/graphic or an illustration

Font size for the text has to be 20

This will be the area for either the second text column or image/graphic

Slide layout


Slide layout1

Slide layout

  • This slide is an example of using a graph/chart along with the text box for an uncluttered look

  • The font size to be used is 20


Separator slide layout example 1 font size 32

Separator slide layout – example 1Font Size - 32


Separator slide layout example 2

Separator slide layout – example 2

Title will be 32, bullet point will be 24


Separator slide example 3

Separator slide – example 3

This is an example of a separator slide

This colour is used for the active agenda point

This can be used for presentation with a multipoint agenda

Font size is 20


Colours

Colours

  • Reds and oranges are high-energy but can be difficult to stay focused on.

  • Greens, blues, and browns are mellower, but not as attention grabbing.

  • Reds and Greens can be difficult to see for those who are colour blind.

This is a good mix of colours. Readable!

This is a bad mix of colours. Low contrast.

Unreadable!

This is a bad mix of

colors. Avoid bright

colours on white. Unreadable!

This is a good mix of

colours. Readable!


Graphs and charts

Graphs and Charts

  • In this example, the bright colours on a white background and the small font make the graph hard to read.

DON’T!


Graphs and charts1

Graphs and Charts

  • This graph contains too much information in an unreadable format.

DON’T!

10


Graphs and charts2

Graphs and Charts

DO!

These are examples of good graphs, with nice line widths and good colours.


Graphs and charts3

Graphs and Charts

DON’T!

DO!


Tables

Tables

DON’T!


Tables1

Tables

Q1-2008

Q1-2009

Q1-2009

Random

23

486

Sample A

20.90

41

98

455

Sample B

19.58

20.90

1.9

54.7

Sample C

20.90

-

42.

54.7

Sample D

123

-

2.1

1.9

1.9

-

Sample E

54.7

59

234

20

Sample F

23

46

54.7

Sample G

7.75

169

7.28

(6)

Sample H

20.90

2,572

13.4

-

Sample I

DO!

This is a good, readable table. Tables, especially large ones, should be placed on a separate slide.


Text boxes

Text boxes

Example A

Example B

Example C

Use corporate colours and fonts

Text should be concise

Use a separate slide

XYZ

PQR


Illustrations

Illustrations

  • This slide has an example of an illustration

  • Simple diagrams are great communicators

  • Use only when needed, otherwise they become distracters instead of communicators

  • They should relate to the message and help make a point

DO!


Avoid the all word slide

Avoid the “All Word” Slide

  • This is an example of an “All Word” slide. Use of a large block paragraph to introduce information is to be avoided. The audience do not like to have what is on the screen, read to them verbatim. Please use short, bulleted statements and avoid typing out your whole presentation on to the slides. Also, it is difficult for some to listen and read a large amount of text at the same time.

DON’T!


Animation

Animation

  • This slide is an example of the animations to avoid

  • Using more than one can be very distracting

    • The audience will only see the animation and not the message you’re trying to get across

  • Distracting and slow slide transition to be avoided

Bam!

DON’T!

Don’t


Thank you

Thank you


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