ETHICS

Ankit, the Branch Manager, visits the clinic of a Doctor in the afternoon, in connection with a loan proposal and approaches the receptionist. He finds that the last patient has been waiting at the door for his turn. The receptionist after contacting doctor asks the patient to wait for some time and allows Ankit to meet the doctor. If you were in place of Ankit, you would:

• Visit the doctor and get your work done immediately

• Talk to the Doctor, whether you would come later

• Ask the doctor to see you at the Branch

• Ask the receptionist to let the patient visit the doctor and you can wait till the patient’s consultation is over

Sandeep, an Associate, is posted at a Semi-Urban branch. While taking a round in the branch, the Branch Manager, finds that Sandeep is not in his seat. He enquires with the Service Manager regarding Sandeep. The Service Manager tells that since Sandeep has good liaison with the local electronic vendors, he has sent him to buy a good quality wi-fi headphone for personal use at a reasonable price. If you were in place of the Branch Manager, you would

• Tell the Service Manager to arrange to get one for you also

• Ask the Service Manager to call Sandeep back. Tell him to send him after office hours.

•                 Impress upon the Service Manager that no staff member should be asked to do personal work. Ask him to immediately call Sandeep back to work.

• Ask the Service Manager to ensure that customer service is not impacted.

Being posted as the Manager HR, Anand Raj is close to the Regional Manager. Anand Raj joins webinars relating to HR on his seat during the working hours. While attending webinars, Anand Raj uses speakers, and the loud voice disturbs his colleagues seating beside him. He ignores their suggestion. A messenger casually shares this fact to the Regional Manager. If you were in place of Regional Manager, you would:

• Ignore the information as nobody has complained yet

• Let Anand Raj and the staff members decide themselves whether to use speakers or not

• Just enquire with Anand Raj whether any complaint is there

• Counsel Anand Raj to use earphone and practice the virtues of politeness.

On a busy day, a lady approaches Rajesh, an Associate, to open a Savings Bank account. She shares that she has been recruited to the Tehsil office in the town as a junior officer just a week ago and her office requires her account details to process her salary. Rajesh congratulates her and assures that she will get the passbook within an hour. Considering the urgency, Rajesh gets the application filled up and accompanies the lady to the Service Manager. The Service Manager is busy with other customers hence reluctant to do the KYC formalities and asks the lady to come later. If you were in place of Rajesh, you would:

• Request the Service Manager to consider the urgency and assign completion of KYC formalities to other officer at the branch for opening the account.

•                 Ask the lady to come on next day for opening of the account.

• Collect all the documents and application form and ask the lady to come on next morning

•                 Get away and let the Service Manager respond the lady.

Sumeet, the Chief Manager (Credit & NPA), while discussing a loan proposal with Mohan, the RM, receives a call from Sachin, a Branch Manager. As Sumeet declines the call, Mohan enquires about the caller and the reasons for declining it. Sumeet replies that Sachin, being new as a Branch Manager, has been seeking guidance every now hindering his work. If you were in place of Mohan, you would:

• Approve the action of Sumeet

• Impress upon Sumeet that Controllers should always provide support to the Branches. Have him call back Sachin as soon as he can.

•                 Call Sachin and ask him to seek guidance from officers posted at RBO.

•                 Ignore the matter.

Mahesh, a recently retired government employee comes to meet Nilesh, the BM of the branch where he maintains account, for an advice. He tells Nilesh that his son-in-law, who is a Mutual Fund Advisor, is insisting him to invest his entire retirement benefits in various Mutual Funds. Mahesh further informs that as the interest rates on the fixed deposits are low and the stock market is booming, his suggestion appears to make sense. If you were in place of the Nilesh, you would

• Don’t give any advice. Let him decide himself

• Tell him it is a good idea and try to convince him to invest in SBI Mutual Fund schemes

•                 Ask him to keep entire amount in long term fixed deposits with the branch.

• Try to understand the liquidity requirements and the risk appetite of Mahesh. Suggest accordingly a basket of investment options comprising fixed deposits of different maturities and other cross sell products having a good track record and stable outlook

Mukesh an Associate posted at an Urban branch and handles Term Deposit desk. The Branch has a decorative gallery seating arrangement having a staircase with four steps. Once, Mukesh observes that a senior citizen is walking towards him with a stick in his hand and finds it difficult to step on the stair. Mukesh rushes to him and arranges for his seating there conveniently. Mukesh then completes the term deposit renewal process and hands over the receipt. In the evening, Mukesh narrates it to the BM, how he helped the customer. If you were in place of the Branch Manager, you would:

• Not comment as it is the prime duty of Mukesh to serve the customers

•                 Ask Mukesh to continue giving such good service.

• Appreciate Mukesh for bringing the fact to his to notice that senior citizens find it difficult to reach the Term Deposit desk. Arrange for easy access of customers to all the desks at the branch

• Appreciate Mukesh for his service with empathy to the senior citizen

Jignesh, a young man approaches Praveen, the Branch Manager, for auto loan and produces all the required papers. He says that he maintains his salary account at another branch in the same town. While going through the papers, Praveen enquires the reasons for not approaching the branch where Jignesh maintains his salary account. Jignesh replies that the Branch Manager there has a very negative approach and always tries to decline the loan applications. He adds that Praveen has a reputation of sanctioning and disbursing auto loan within three days. If you were in place of Praveen, you would:

• Sanction and disburse the loan within three days as per your reputation

• Ask Jignesh to come on next day for completing the car loan formalities

•                 Ask Jignesh to approach the loan processing officer.

• Be alert and not get influenced by the appreciation of Jignesh. Enquire with the BM of the branch where Jignesh maintains his salary account to have inputs before taking a decision

Harish, an Associate, handles the clearing desk at a semi-urban branch. He finds a high value cheque drawn on a CC account maintained at his branch, favouring a property developer. He recalls that the activity for the CC limit is garment trading. Hence, he brings it to the notice of Anand, the Passing Officer, and urges him to discuss with the officer handling the account before passing the cheque. If you were in place of Anand, you would:

• Ignore the suggestion of Harish as he is going beyond his role

• Appreciate Harish for his watchfulness. Refer the cheque to the Branch Manager citing the abnormality and act as per his order

•                 Pay the cheque if the cheque is otherwise in order.

• ) Return the cheque with advice “Please present again”.

Since last two years, Ravinder has been posted as a Service Manager at a Semi-Urban branch located in his native place. Because of his extensive local contacts, he has consistently been sourcing fresh business for the branch. He is also very helpful and, the branch staff and customers hold him in high esteem. Sameer, a newly posted Branch Manager, observes that Ravinder goes on long lunch breaks. It also comes to his knowledge that Ravinder gives his CBS ID and password to one of the officials during his absence so that the routine work is not affected. If you were in place of Sameer, you would

• Ignore, as Ravinder sources business for the branch

•                 Ignore, as Ravinder is held in high esteem by staff and customers alike.

•                 Go to the main hall and openly rebuke Ravinder for what he has been doing.

• Call and counsel Ravinder to adhere to time discipline. Further ask him to ensure password secrecy as per extant guidelines and warn him of action if such things recur.