Banking on HR Capital
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Transcript of Banking on HR Capital
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Banking On HR Capital:
Value Addition via Balance Scorecard
By
Ms. R. Marie Anne
Doctoral StudentLIBA, Chennai.
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Banking Today
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Human Capital
Human capital is the stock of competencies,
knowledge and personality attributes embodied
in the ability to perform labour so as to produce
economic value.
Competencies.
The HRs role in mapping competencies.
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The Balance Scorecard
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The Balance Scorecard in Banking
Vision, Mission & Values:
- Communication, the core challenge.
- Cultural artifacts- Posters, signboards, badges, neck ties, circulars etc.
- Cups & t-shirts with inscription of targets.
- Simple understandable terms
- Facilitating collective ambition
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Financial Perspective
Dividing markets metro, urban, semi urban, rural based
on required breakeven for optimum business.
Growth measures income, deposit, advances, control &
efficiency.
Achievements beyond targets are rewarded.
Control & efficiency sales initiatives, rectification of
audit comments, customer service, compliance,employee involvement & employee relation,
Maintenance of premises/Signboard and Cash & Bank
Balance.
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Identifying KPAs and setting goals help individual
employees know the banks expectations better.
Quarterly review and rating, feedback, skill/inventory
training, mentoring and performance counseling helps
achieve the set goals effectively.
Behavioural competencies such as customer focus,
financial acumen, result orientation, self motivation;
initiative and drive, emotional quotient, creativity and
problem solving, decision making, communication,
interpersonal competence and teamwork and
collaboration has to be measured.
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internal campaigns for different products with incentives.
For e.g.
POS campaign, SIP campaign with individual and branch
incentives, Best ATM campaign, Gold loan campaigns,
Trip to foreign, etc
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Customer Perspective
two perspectives - the operational and the analytical.
customer databases are managed by softwares such as
PIVOTAL, SAP, SIEBEL, AMDOCS, SALES FORCE. Royal Bank
of Canada, Union Bank, Federal Bank, ICICI, KVB, HDFC,
Yes Bank are some banks that have a strong Customer
relationship management system.
personalized banking - 20-80 concept.
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Employee Learning and Growth Perspective
sound knowledge management ethics policy of the bank
Intranets
Announcements, notices, employee information, branch
information, market view, daily news inside and outsideorganization, System support, Rates of interest, birthday of
employees etc are common information shared through the
intranet.
Weekly internal publications, CD containing manual of policies,
schemes and other publications since the inception of the bank,etc facilitate employees to know well about their organization
the recent changes they need to adapt to e.g. cheque validity to
be 3 months from April 1st 2012.
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Rewarding employees at the right moment facilitates
more learning and growth.
Getting older employees to adapt to technology is
another challenge.
Interaction with the top management on a frequent basiswill also help employees express their views and feel
respected.
Socializing with employees family
ASK Attitude, Skills, Knowledge
ABC Awareness, Belongingness, Commitment
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Internal Business Process Perspective
customer centric approach rather than product centric
approach
Organizational development initiatives like organizationalrestructuring, influencing the organizational culture, the core
values and ethos of the organization etc that facilitate
improvement in performance in a scientific manner through
action research approach.
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An organization culture that fosters innovation is theneed of the hour.
Identifying new ways of effectively meeting customer
needs is essential to take the business to greater heights.
Even the smallest idea should to recognized.
A collaborative approach will surely facilitate proactive
ways of responding to change.
satisfied employees have the most satisfied customer
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Q& A