I just shared the responsibilities of some departments for the betterment of my colleagues who joining this reputed Organization.
Retail Banking Group (RBG)
The RBG has a variety of business dimensions such as bank deposits, Internet banking, Credit & Debit Cards, Auto financing and Mortgages and third party product distribution.
The RBG comprises of the following groups:
(a) Retail Products and Distribution Group (RPDG)
RPDG is an integrated group combining responsibility for all retail liability, asset and third party products. This group is accountable for:
i. Achieving sales targets across all products through new customer acquisition, cross sell and deepening relationship.
ii. P&L ownership across all products, including achieving fee targets across products and managing the credit quality of the retail asset book.
iii. Driving initiatives related to all products (e.g. product innovation, bundled offerings, pricing, promotion and marketing) and channels (e.g. number, location, customer experience, channel migration)
iv. Building customer-centric capabilities by creating cross-sell incentives for all product heads and moving towards creating an integrated customer experience.
RPDG comprises of
i. Retail Asset Product Group (RAPG)
RAPG is responsible for the entire retail asset portfolio of ICICI Bank. This Group manages sales, collection agencies, CPA network, and dedicated channels of retail assets like DSAs, dealerships, distributors, builders, merchants, and manufacturer relationships.
The Head of Cards will be responsible for cards related products for other Groups like SME, NRI etc. Mortgage business will also focus on builder financing home equity, reality funding and personal loans against property. The mortgage business will manage relationship with all builders. The risk group will initiate new policies for all products, approve product variants within pre-approved limits, allocate approval authorities within the ambit of mother policy and prepare and submit MIS reports.
ii. Retail Cross Sell Group (RXLG)
This group is responsible for cross sell of all asset products
iii. Retail Liability Group – Sales (RLG-Sales)
This group is responsible for liability products like salary accounts, savings and current accounts, investment products and private banking
(b) Small and Medium Enterprises Group (SMEG)
This group covers all enterprises of all industries, constituted as companies (Pvt. & Public Ltd.), partnerships or sole proprietorships, with networth of up to Rs. 50.00 crores, and all companies with a networth of between Rs. 50.00 crores and Rs. 75.00 crores and a turnover of less than Rs. 250 crores (excluding existing Corporate Banking Group (CBG) clients, public sector enterprises and subsidiaries/ affiliates of CBG clients).
(c) Retail Customer Service Group (RCSG)
This group is responsible for handling and quick resolution of customer service issues across all retail products. This group is also responsible for recommending specific process and systems improvements which have an impact on customer service, carrying out customer satisfaction studies, managing service quality audits etc.
(d) Retail Technology Group (RTG)
RTG is a dedicated technology group catering to technology related requirements of all business within the Retail Banking Group. It acts as the focal point on a bank wide basis for the core banking technology platform (Finacle), all other retail applications and management of all associated databases, including modifications thereof. All business groups will need to consult RTG before effecting any modifications in any linked systems including those not already being directly managed by RTG.
(e) Retail Operations Group (ROG)
ROG is responsible for the following:
i. Support business growth by managing the back office functions for all the channels, liability and asset product Groups
ii. Consolidate and centralise as many activities as possible, so as to derive economies of scale and reduce operating costs
iii. Take off as much of operating load from the channels as possible and enable the channel to concentrate more on sales and service
iv. Provide interface to the channels for all the service quality related issues
ROG comprises of -
i. C-Tran Loans and Cards/ C-Serv Loans and Cards (CTLS/CSLC)
This group is the operations division to enable & support the flow of disbursement of all types of loan products and issuance of credit cards against approved applications along with handling charge backs and merchants account settlements. Service delivery through various types of financial processes in conducted on account of loan disbursements, banking of instruments and customer service while ensuring systems support and achieving continuous improvements in financial processes. The group operates through asset branches across locations and regional operations set up. Certain central functions are taken care of from COPS (central operations).
ii. C-Serv Branch Banking (CSBB)
This group will be responsible for handling the day-to-day banking functions at the branches and servicing customers handling queries, complaints and requirements of customers across all retail products.
The Head of C-Serv Branch Banking be in-charge of total management of branch channel so as to ensure quality of service with operational efficiency and compliance with regulatory & statutory requirements, implementation of quality improvement programmes at the branches and ensuring compliance of audit & regulatory requirements. This unit will issue all operational instructions to branches.
iii. C-Serv Phone Banking Group (CSPB)
The Customer Service & Phone Banking Group is a key channel providing customer with 24x7 access to the Bank’s products and services. Handling over 97,000 customer contacts a day – this channel is the sole service channel for key products such as Credit & Debit Cards and ICICIDirect.com. This group is equipped to handle customer queries, service requests and complaints through multiple modes including telephone, email and correspondence. The group provides the voice of the Bank to the customer and forwards service requests to respective operations groups for action. Within the group – the Customer Acquisition and Retention Team (CART) promotes the Bank’s products and services via telephone.
iv. Customer Transaction Division (CTD)
CTD comprises of two sections-Central Processing (CPC) and Regional Processing (RPCs). Both of them offer back office services to the business. While the CPCs are centralized in Mumbai, the RPCs are located in 22 locations in different parts of the country. The CPCs take care of operations in Electronic Channels like Internet Banking, ATMs etc. They are also responsible for Centralised operations like Salary uploads, debits for charges, reconciliation of various channel transactions, production and dispatch of deliverables. RPCs deal with three major activities, namely, account opening, transaction processing and clearing/outstation collections.
v. Fraud Prevention and Control Cell
As the geographical spread and transaction intensity of our business has increased, there is heightened focus on compliance and prevention of operational fraud. To meet this challenge a Fraud prevention and control cell has been created.
vi. C-Serv Projects Group (CSPG)
This group helps the retail operations groups with analytics for decision support purposes.
(f) Retail Infrastructure Group (RIG)
RIG & FMG is responsible for setting up the bank’s infrastructure like branches, extension counters, ATMs, call centres, offices, currency management centres, retail operations processing centres, warehouses, data centres etc. It is also the responsible for the upkeep and maintenance of all these assets. For ATM channel, this Group is responsible for its complete management, including the downtime and quality of service delivered.
The Group is also responsible for the currency management in the bank. Besides, it offers other support services like travel, hospitality, stationery, record management, logistics and security etc. to all the employees of the bank
