We offer a range of delivery channels to serve our customers efficiently. Our Business Correspondent (BC) network stands out, providing a dual advantage by not only enhancing our understanding of customer needs but also maintaining regular contact with customers. In line with technological advancements in the banking industry, we offer digital platforms, including internet and mobile banking, guaranteeing seamless access to banking anytime, anywhere. Moreover, our BC channel extends its services beyond micro loans to encompass liability and other asset products. Additionally, we boast other channels such as branch banking and agency banking ensuring accessibility and convenience for all. Furthermore, our ATM network is continuously expanding, reaffirming our dedication to better serving our customers with utmost ease.

In rural and semi-urban areas, where banking credit penetration is low, we have established a robust banking presence. Our focus remains on directing our advances towards these areas. We are also concentrating on enhancing our liability profile by targeting these rural and semi-urban areas.

As of 31st March 2024, our customer base stood at 8.37 Million. Our gross advances have experienced rapid growth, especially in the micro loans segment. As we strive to prioritise this segment, we are equally dedicated to increasing retail diversification. Our strategy involves maintaining a strong focus on our individual customers, building our retail loan portfolio, and capitalising on the relationships we have built with our existing microloan customers. We recognise their growing borrowing capacity and their demand for higher loan amounts. Additionally, we remain committed to offering personalised loan products tailored to the needs of our salaried account holders.

With a robust funding profile comprising stable deposits, diverse borrowings, and strategic financial instruments, we have established a reliable and flexible funding base. Paired with a healthy Capital Adequacy Ratio, we are well-equipped to navigate risks, foster growth, and maintain financial stability.

Our Bank’s focus on leveraging technology to enhance the customer experience is a key driver of our success. By implementing digital measures and a digitalised central CPU, we have streamlined operations, leading to improved cost–effective customer service. Initiatives such as cashless disbursement and reduced TAT demonstrate our commitment to improving efficiency and convenience for our customers. Additionally, the adoption of e-signatures further enhances our Bank’s digital experience, making transactions smoother and more accessible.

Our customer-centric approach is evident in our range of products designed to meet customers’ life-cycle needs. Our customer service measures aim to enhance the overall experience, ensuring prompt and effective resolution of queries and concerns.

We offer a range of best-in-class banking products and services, making us a preferred choice among customers.

Our risk management architecture is robust, ensuring effective oversight and mitigation of risks. Comprehensive and timely identification, measurement, mitigation, control, monitoring, and reporting of risks are integral to our risk management framework. We utilise appropriate Management Information Systems to gather and analyse data, enabling informed decision-making and proactive risk management. Furthermore, we have implemented comprehensive internal controls to safeguard against potential risks and ensure compliance with regulatory requirements.

Our Bank has an experienced management team and a high-quality board, which are instrumental in driving our success. The Board comprises distinguished individuals from various fields, ensuring robust governance and effective decision-making. Their collective experience and deep-rooted industry knowledge enable us to navigate challenges and capitalise on opportunities, cementing our position as a trusted financial institution.

Our Bank has demonstrated our strong ability to operate as a full-service bank with a well-formulated strategy aligned with our commitment to financial inclusion and serving customers at the bottom of the pyramid. A key focus of our strategy is on the retail segment, where we adopt a ‘Right for Customers’ approach. This involves constantly assessing customers’ requirements and risk appetite, and leveraging our branch network, BC banking, and digital channels. Our aim is to expand our presence in various ecosystems, increase our customer base in savings, investment, and credit products, and cross-sell a comprehensive suite of products to our customers.

As of 31st March 2024, our Bank had 35 Business Correspondents (BCs) and 930 Customer Service Centres (CSCs) across the country. BCs work on a non-exclusive basis, sourcing and servicing customers for microfinance loans, other Micro Loans, Mortgage Loans, Mobility Loans, MSME Loans, Agricultural Loans, and select deposit products. They also play a role in sourcing and servicing banking agents. Since April 2020, The Bank has significantly expanded its operations, adding Meghalaya, Uttar Pradesh, Haryana, Tripura, and Chandigarh to its footprint and appointing Business Correspondents in these regions. In 2021-22, operations were also expanded to Uttarakhand, with Tripura being another new geography explored during the year. Additionally, Our Bank opened two Asset Hubs in Coimbatore and Bhopal to support its Retail Asset Business.Furthermore, Business Facilitators help generate product-specific leads from potential customers and collect relevant documentation.