A True Citizen SBI Branch

THE CITIZEN SBI INITIATIVE- IMPACT

By B.V.RANGADHAM, Facilitator

Branch: PBB Bapuji Nagar, Bhubaneswar

A branch comprising of 11 staff located in the heart of the temple city of Bhubaneswar. A compact branch full of individually committed staff. But somewhere the individual commitments were not adding up to the total. There appeared to be a missing link. The leadership was also in capable hands. What was missing was the joie de vivre in the branch. Something like the icing on the cake. This was provided by the two day Citizenship Orientation workshop to the staff of this branch.

The staff who were till very committed and process oriented, now concentrated on making each customer feel that he was welcome to their branch.

Meet Mr A.K.Biswal, the Chief Manager, who browsed the Unhappy portal and attended to the complaint of Mr N.K.Sahu in the matter of closure of his car loan. A Leader who set the tone in leading by example.

Meet Mr. K.P.K.Patro, the RM (PB), having been the first to undergo the training, realised the difference between Being and Function levels. He also experienced the subtle difference and was immediately able to relate this in his daily experiences. When he wished a customer good morning, he was bale to sense his being flowing into his function. It was translated into his very demeanor and the tone of this voice. It was with a sense of greater awareness that he was now able to relate to these subtle gestures and facial expressions. It was also evident in his telephone calls to his clients. He also narrated how his targets were the last thing on his mind, when he was interacting with his HNI customers. He narrated that the absence of pressure of targets to be achieved was his new found confidence in self. His interaction with Mr. Biswajit Kanungo translated into a business opportunity of a Home loan and he was able to ensure that the documentation of the HL was done at the time of his 2nd interaction with Mr Kanungo.

Mr Umakanta Parida, the Customer Relations Officer. A young and enthusiastic person, always eager to learn new things and acquire as much job knowledge as possible. Dealing with customers at the front level. After attending the two-day programme, his basic translation of the citizenship ideal was how to enhance the scope of his own responsive contribution towards customers. A locker customer, who had lost her key, approached him for remedial action. He was able to contact the mechanic and ensure replacement of the locker key within a couple of days. The customer Mr Bramharabar Mallick was overwhelmed. All her apprehensions were set to rest by Mr Parida’s manner of approaching this issue.

Mr. R.C.Nayak, the General Attendant, who greets every entrant into branch premises with a smile and enquires the purpose of their visit an directs them to the appropriate counter.

Miss Sanjivita Priyadarshini, the CRE (PB), who was always greeted with a question about her targets, now has a spring in her step. While preparing financial Plans for customers, she now approaches them thinking about their good. This is her way of practicing enlightened self-interest. Her learnings from the Programme was about thinking about development of self and the good of others in her role as a CRE (PB).

Mr Upendra Mishra, the Special Assistant who now takes it upon himself to interact with customers, exchange a few pleasantries while receiving their cash or attending to their business. He was able to feel the sense of enjoyment while discharging his daily duties at the counter.

Mr Swaroop Dash, Special Assistant. He was able to ensure that Mr P.K.Mati, an SB account customer who hitherto was experiencing difficulties in getting his cheque book from the LCPC; received his cheque book within 4 days because he was able to find out the root cause in the address fields not being updated.

This experience enabled him to relate the concept of total involvement as one of the attributes of practicing citizenship in SBI.

Mr R.C.Mohapatro, the Manager (BO), experienced fulfillment in his own way when he addressed the concerns of Mr. B.K.Kampa an NRI SB Account holder residing in Nigeria, who wanted the Internet Banking Facility for his account. The customer expressed his sense of satisfaction via e-mail to the branch.

Mr Bidhu Bhusan Rout, Assistant attended to the complaint of Mr Soubhagya Mishra another SB accountholder. The issue related to non-display of account numbers, which was escalated to the Service desk and resolved quickly.

The whole branch is well on the way to becoming a being+function branch or a True Citizen SBI Branch.

Courtesy: Mr B K Dash, AGM and IL-I