Restructuring the Banking Behemoth
The banking system is a system of financial need and monetary management. An account is like a purse which allows you to manage your money and more so in today’s world where banking is driven by technology of the likes of ATMs, Core banking platform, Internet banking, Mobile banking and SMS alert facilities-all these with 24*7 customer support system. Still banking is need of human beings and it will always demand the involvement of men and women and therefore it is only pertinent to make the banking services glitch-free and smooth to give happy banking experience to the people. Doing the business of banking in the country of having 1,21,00,00,000 plus people and thousands of organizations, trusts, institutions, industries, corporations, association and partnerships is both a challenge and opportunity. And when the bank in question is State Bank of India, the challenges and opportunity acquires staggering proportions.
State bank is among the oldest bank of India and its more than 200 year history as the premiere bank of the land distinguishes it today in the form of the largest network of branches, ATMs and POS. Every year of its history has earned it applauds and the stretch of all these long years encompassing centuries has never given a –ve sign to the profitability in its balance sheet. Yet we cannot say that the SBI has never faced a tough time. It has faced very stiff times in various patches of its history and strong competitions in recent times. It has earned pride and trust among its customers because of its transparencies in rules. In spite of all these positives we cannot claim to give to all its customers the experience of “happy banking” all the time. My own experience before joining the bank had not been so good. I had to waste a lot of time in getting a thing done. Blame it on poor efficiency of staffs, or lack of appetite to work or the crowd in queue. I would get impatient and enraged but it never mattered in the crowded ambience of the banks. But today it matters. You are unhappy with the banking system of a branch, an SMS will do. Send an SMS “UNHAPPY” to 8008202020 and your problem will be resolved within a few days. So the banks are trying hard to give a feel of “happy banking” all the time.
Today shrugging behind the inertia of past, the State Bank Group is ready to take on new challenges with greater momentum. The bank has incorporated various products and mode of delivery. But still we need to make some sweeping changes in our structure and the methods of service delivery to improve drastically the experience of “happy banking”.
Always remember the provider of services in branches are also human being with some rights.. There are many who would never understand this in vanity of their status or because of some prejudiced view
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