Service and Operations Manager

SOM KRA FY'26- 27

Monthly

Category

Parameters

Parameter Weight %

Achievement Scale

A+/A

B

C/D

E

Business parameter

MoM CASA NTB (Nos)

5.00%

0% to 200%

4

4

2

2

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

7.50%

0% to 300%

7.00

6.00

4.00

2.00

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

7.50%

0% to 300%

0.25

0.25

0.20

0.10

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

10.00%

0% to 200%

12.00

8.00

6.00

6.00

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 %

40%

Operational parameter

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

7.5%

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%

CA opening TAT within 3 working days from Lead creation date (Physical + Digital)

5.00%

Above 90% - 125%

81 to 90 - 100%

60 to 80 - 50% <60% - 0%

Upper Round off

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%

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))

5.00%

Above 90 - 125%

75 to 90 - 100%

61 to 75 - 75%

50 to 60 - 50%

< 50% - 0%

Inoperative account from the active base

5.00%

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)

5.00%

Nil for less than 100%

Operational score contribution %

60%

Final YTD score

Business score contribution % + Operational score contribution %

100%

Docker: From Final Score

Docker on branch related frauds and Ops loss - 20% (applicable for YTD)

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

Booster: From Final Score

Booster of 5% for BTD