Customer Service Officer

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% 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% 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% 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% Inoperative account from the active base 2.50% Above 70 - 125% 51 to 70 - 100% 31 to 50 - 75% 11 to 30 - 50% 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