Customer Service Officer

                                                                                                             CSO KRA FY'26-27

Category

P arameters

P arameter Weight %

Achievement Scale

A+/A

B

C/D

E

Business parameter  

MoM CASA NTB (Nos)

7.50%

0% to 200%

5

5

4

2

MoM CASA Value (OTB+NTB value growth p.m. -Rs. in Lakhs)

10.00%

0% to 300%

5

4

3

2

LI + GI+ MF - Net Revenue in Rs lacs (Total Yearly Income)- converted to monthly

10.00%

0% to 300%

0.15

0.15

0.10

0.10

MoM RTD Value (OTB+NTB value growth p.m. - Rs. in Lakhs)

12.50%

0% to 200%

8

6

5

3

Locker Nos & Credit Card Nos

5.00%

0% to 200%

5

5

3

3

1 Self Sourced GL disb per month  (min 1 lac Ticket size)

5.00%

0% to 200%

Business score contribution %

50%

Operational parameter

Final YTD score

Minimum branch FTR percentage should be 75%. (Branch Score)

5.0%

Above 95  - 150%

90 to 95    - 125%

75 to 89     - 100%

61 to 75      - 50%

51 to 60      - 25%

< 50%         - 0%

Audit & Compliance: (Monthly Rating remins till the next audit rating)

                                                 # High - (-5)

                                                 # Medium - 5

                                                 # Low - 10

10.0%

Minimum Branch SR TAT - 90%

7.50%

Above 95  - 125%

90 to 95    - 100%

75 to 89     - 75%

61 to 75      - 50%

51 to 60      - 25%

< 50%         - 0%

Project 95 - Minimum 75% achievement

5.00%

Above 90 - 150%

81 to 90     - 125%

75 to 80      - 100%

61 to 74      - 70%

51 to 60      - 50%

< 50            - NIL

Customer Complaint (Customer Complaint raised due to branch error)

5.00%

No Complaint 100%

100% Eligible forms sent to RMU and reconciled by CPC team

5.00%

Nil for less than 100%

CRL - 90% within limit. (Including Holidays)

5.00%

Nil for less than 90%

ReKYC completion for the month from the active base (Exclude LEA notice attached)

(Percentage of completion based on the previous month closing numbers. (Exclusive of Neo, NRI, TASC & Non Eligible accounts))

2.50%

Above 90  - 125%

75 to 90     - 100%

61 to 75      - 75%

50 to 60      - 50%

< 50%         - 0%

Inoperative account from the active base

2.50%

Above 70  - 125%

51 to 70     - 100%

31 to 50      - 75%

11 to 30      - 50%

< 10%         - 0%

Inoperative Locker - No locker should be inoperative for more than 6 month.

(either regularization or break open to be done)

2.50%

Nil for less than 100%

Operational score contribution %

50%

Business score contribution % + Operational score contribution %

100%

Docker: From Final Score

CRM updating on monthly basis for mapped customers has to be minimum 75% - 5% docker

Booster: From Final Score

Booster of 5% for BTD