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Enabling Effectiveness of Sales and Service in Retail Banking and NBFCs


Banking and NBFCs today face pressures with aggressive competition from FinTechs and non-financial services firms, an explosion of new technologies, and soaring customer expectations. Tech firms such as Google, Amazon, Facebook and Alibaba, are venturing into the retail banking and NBFCs space and have the ability to disrupt profitable areas of the retail finance value chain with their substantial customer base and technological prowess.

To be a successful bank or NBFC of the future, these firms need to provide innovative solutions and improve customer engagement using traditional and digital channels. In India, some private players like HDFC, ICICI, Kotak have taken the lead in this. Through this program we bring you a perspective of the tools and techniques of these leading players that have helped them create effective and profitable retail branches.

Start DateEnd DateVenue
16 June, 202119 June, 2021Live-Online

To Enable: Improved Cross Selling / Upselling Retail-finance products via Service Enhanced Customer engagement with Digital channels Creating sustainable banking relationships with an SSO focus Branch profitability

Content Waited…

▶ Leveraging Existing Customer Databases and Analytics
▶ Effective cross selling / upselling approaches
▶ Selling a product via service
▶ Identifying and removing customer fears of digital channels
▶ Service elements essential for sustainable relationships
▶ Operational Efficiency to deliver a ‘wow’ customer experience
▶ Critical aspects of branch profitability

The delivery of the program was through interactive sessions involving case studies from practice of resource persons and multiple role plays.

Mr. Ganesh Devarajan

Mr. Ganesh Devarajan is currently the Senior Vice President and Zonal Head at a leading Private Bank. He has been a successful banker for the past 23 years and has been instrumental in the phenomenal growth of the zone. He has implemented several innovative solutions to improve customer engagement using both traditional and igital channels.

Vikku Agrawal

Vikku Agrawal brings with her over 20 years of experience in Financial Services and Retail Banking having worked with Thomas Cook, Bank of America and HDFC bank. Her last role was as Assistant Vice President HDFC Bank. She was head of a retail branch between 2006-10 and grew the branch from Rs. 45 Cr to Rs. 200 Cr. She has been a visiting faculty teaching courses in Banking and Finance at many management Institute and is currently an Assistant Professor at ISME.