Contributing in the remote Rajmilan branch

Background
• Name : Mr. Arun Kumar Kalway

• Designation now : Chief Manager (Training), Faculty, SBLC Indore

• Designation then : Branch Manager, Rajmilan Branch, Region 3, Jabalpur Module

• Time : June 2003 to October 2005


The Initial State

• This was a one officer SAB with two award staff members and no subordinate staff.
• It had just undergone CO Audit and had been rated B- with 336 marks. NPA levels were quite high. As it was the only B- branch in the Circle, everybody including CMC members was deeply concerned.
• The morale of the staff was quite low.
• The image of the branch was very poor.
• There were quite a few small rooms in the building with very little customer area and no customer amenities.
• The branch was catering to the poor villagers around Rajmilan in the coal rich Singrauli area. Rajmilan is 24 KMs from Waidhan, then Tehsil HQ and now District HQ of Singrauli.



The Proposed Solution

Shri Kalway, who had just been promoted to MMGS II, was posted at Rajmilan as Branch Manager. He took up the assignment as a challenge and
• Immediately after joining, he dealt with the I&A Report and submitted compliance remarks within 8 days.
• In the process, action plan for rectification of the irregularities was drawn.
• The staff members were counseled and motivated. Proper guidance given to staff at each stage to learn the process and serve the customers effectively. It helped in development of an energized team.
• Internal house keeping was taken up and arrears of balancing and submission of returns/statements/reports were dealt with next.
• A proper banking hall with ample customer space was created by breaking down the walls of the rooms. Proper seating arrangement made and drinking water and air cooler were provided in the customer’s waiting area.
• Prompt customer service was ensured. The requisite stationery was arranged. People of the area working in nearby Northern Coalfields Ltd. and NTPC projects were contacted for opening their accounts at the branch for business development.
• Traders in nearby areas were contacted for draft issue business.
• NPA recovery drive was launched with the assistance of revenue authorities.
• Smooth & error free migration of branch to Bank Master ensured under Universal Computerization Programme



Realized End State

Customer wins

• The people of nearby villages got excellent customer service and proper amenities..

• They were saved the trouble of going to other centers for their banking needs.

Bank wins

• In a review of compliance remarks in January 2004, the rating of the branch was improved to B.

• In the next RFIA, the branch was rated A with an improvement of 400 plus marks.

• The business and profit targets were achieved.

• The image of the branch and bank got a boost.

• The NPAs were brought down to 3%. Staff wins

• All the staff members derived deep satisfaction and had a sense of fulfillment.

• Shri Kalway got appreciation from CMC and became MMGS III in the first attempt.

• The initially demoralized award staff members also got promoted as officers.



Sustainability Dynamic

The personalized, prompt and transparent service provided by the branch created a positive impact and remarkable image of the Bank among the people of the area and strengthened their trust in SBI.

The show is still continuing and branch is progressing in all directions.