Customer Service Officer

CSO KRA FY'26-27

Category

Parameters

Parameter Weight %

Achievement Scale

A+/A

B

C/D

E

MoM CASA NTB (Nos)

7.50%

0 to 200%

5

5

4

2

Business parameter

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%

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%

Operational parameter

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%

Final YTD score

Business score contribution % + Operational score contribution %

100%