ICICI BANK being the leader in the private sector banking has managed to beat market expectations on all key parameters over the period of time. We conducted a Research regarding various Banks in Navi Mumbai to know about their Employee Performance, Achievements & also to gain knowledge about the importance of customer relationship along with the bank’s corporate social responsibility. In order to make this research more reliable and brief, there is no person better than a Bank Manager to give us a sight at the practical aspect of managing a bank (locally) & it’s various activities & obligations.

1. FOUNDED IN 1994
FOUNDED BY INDUSTRIAL CREDIT &
INVESTMENT CORPORATION
OF INDIA
ABBREVIATED NAME ICICI BANK
SUBSIDIARIES IN 19 COUNTRIES

2. HEADQUARTER AT BKC, MUMBAI
MD, CEO Mrs. CHANDA KOCCHAR
RANK 1ST IN TECHNOLOGICAL DEVELOPMENT
2ND LARGEST BY TOTAL ASSETS
3RD LARGEST BY MARKET CAPITALIZATION
No. Of BRANCHES 3,130
No. Of ATMs 10,486
EMPLOYEES 81,264
LISTED ON BSE, NSE (DOMESTIC MARKETS)
NYSE (INTERNATIONAL MARKET)

3. ICICI BANK
TOTAL ASSETS $98.99 billion
REVENUE $13.52 biilion
OPERATING INCOME $2.117 billion
PROFIT $1.597 billion
MARKET CAPITALIZATION $120,384.10 cr. (18%)
TOTAL EQUITY $12.62 billion

4. YEAR ACQUISITIONS :
1996 SCICI Ltd.
1997 ITC Classic Finance Ltd.
1998 Anagram Finance
2001 Bank Of Madurai
2002 Grindlays Bank (Darjeeling, Shimla
Branches)
2005 IKB (a Russian Bank)
2007 Sangli Bank
2010 Bank of Rajasthan

5. ICICI BANK BRANCH MANAGER
INTERVIEW

6. INTERVIEW HIGHLIGHTS
KNOWING THE MANAGER
KNOWING THE BANK
THE CUSTOMER RELATIONSHIP
MANAGEMENT
THE FUTURE OF BANKING

7. SUDIPTA SAHOO
ICICI BRANCH BANK MANAGER,
UNIT NO.14, PLOT NO.3, CORAL
CREST CO-OPERATIVE SOCIETY, SEC –
23, NERUL, NAVI MUMBAI – 400706,
MAHARASHTRA.
MOBILE NO. 9892080081
THE MANAGER

8. INTERVIEWEE DETAILS SUDIPTA SAHOO
INTERVIEWER DETAILS TANIYA SINGH (SYBFM, SIES)
RUSHABH RAJPUT (SYBFM, SIES)
INTERVIEW DATE 22ND JUNE, 2013

9. KNOWING THE MANAGER
WHAT MADE YOU ENTER INTO
BANKING ?
“It was my dream from the time I entered
in my college. I wanted myself to be in the
banking sector. It was my personal
opinion that the banking sector is the
most growing sector in finance. And I
personally believe in organizational
growth.”
HOW IS THE WORK-LIFE
BALANCE BEING WORKING IN A
BANK ?
“My work – life & my personal – life,
both are at balance. I believe that if
you can, you can. And if you cannot,
you certainly cannot. And I enjoy both,
my personal life as well as
professional.”
TELL US ABOUT YOUR
ACHIEVMENTS.
“My first achievement was CASA, which
stands for CURRENT a/c – SAVINGS a/c. I
& my team worked for attracting many
of our customers for CASA. We also
attracted many customers to open
Fixed Deposit a/c & Demat a/c.”

10. DID YOU EVER APPLY TO ANY
OTHER AREA THAN BANKING ?
„NO‟.
WHAT DO YOU ENJOY ABOUT
THIS INDUSTRY ?
“I enjoy the growth part, money & the
service giving nature of our bank.”

11. KNOWING THE BANK
WHAT IS YOUR BANK’S
RECRUITMENT PATTERN ?
“Our recruitment pattern is that we
take students of Management as
Trainees directly from the Colleges. We
even take those students who have
experience in Finance field. We also
recruit students having a professional
background like CA, CS.”
HOW DO YOU KEEP YOUR
STAFF MOTIVATED ?
“We take personal interviews of our
staff to know about their interest & in
which area of banking do they suit
best. We give counseling to our staff to
handle their grievances & tension. We
keep expectations from our staff to
fulfill the organizational goals.”
WHAT DOES ICICI OFFER TO
THE ASPIRING
ENTREPRENEUR SCARED TO
TAKE THE FIRST STEP ?
MISCOMMUNICATION/
MISINTERPRETATION

12. WHAT ARE THE MAJOR
CHANGES THAT HAVE
TAKEN PLACE IN THE
BANKING SECTOR ?
“According to me the biggest
change is that now it is not that
hard to withdraw cash. Until 2002
we could not swipe ATM cards but
then the era of debit card arrived
which helped each & every
customer to receive money just by
swiping a card. Anywhere banking
has also arrived.”

13. KNOWING THE CUSTOMER RELATIONSHIP
MANAGEMENT
WHICH WAS THE MOST DIFFICULT
SITUATION YOU HAVE HAD TO
FACE ? HOW DID YOU TACKLE IT ?
NO SUCH SITUATION.
TELL US ABOUT A TIME WHENYOU
HAD TO DEAL WITH THE
BEHAVIOURAL TRAITS OF
CUSTOMER ?
“We once had a lady whose debit card was
stuck in our ATM machine. She became very
nervous & tensed. She even started crying.
She was not ready to understand the
procedure there after. I made her calm
down, then explained her that since her card
was of another bank, she’ll have to bring a
letter from that respective bank then only
we can hand over the card to her. Again, she
will have to apply for a new card at her
bank. A whole lot of mess was created
during this incident. It was really like an
achievement to make her understand all of
that.”

14. “CAN YOU DESCRIBE THE
COMMUNITY ORGANIZATIONS
YOU ARE PART OF AND THE
IMPORTANCE OF BEING
INVOLVED WITH THE LOCAL
COMMUNITY ?”
“I am involved into the whole &
sole of ICICI.
We have other parts such as –
ICICI Prudential, which is relate to
Life Insurance.
ICICI Lombard, General Insurance.
ICICI Direct, For Trading.
Talking about the local
community, our bank usually
organizes weekend workshops or
campaigns like Mehendi
competition, essay writing,
drawing competition for the kids &
women.”

15. THE FUTURE OF BANKING
WHAT IS THE FUTURE
SCOPE FOR BANKING IN
NAVI MUMBAI ?
“We’ll be opening 12 New
ICICI Bank Branches in Navi
Mumbai by the end of 2014.
“WHAT SIGNIFICANT
TREND DO YOU SEE IN THE
FUTURE FOR THE BANKING
INDUSTRY ?”
“Trend is awkward, the
banking industry will never
go down.”

16. “BEING THE LEADER IN PRIVATE
BANKING SECTOR, HOW DOES
ICICI MAINTAIN IT‟S LEADERSHIP
POSITION ? AND WILL THERE BE
ANY MERGERS/ACQUISITIONS BY
ICICI IN THE UPCOMING TIME ?”
“We maintain our
leadership position by
providing the best
services.
We believe in our tagline
“Khayal Aapka”.
6 months back we were
titled as No.1
Technologically Advanced
Bank.
We are the biggest private
sector player and just
stand 2nd after SBI.
We have acquired Bank of
Rajasthan & Sangli Bank.”