COMMERCIAL BANK OF ETHIOPIA

Visiting and follow up report of pilot branches to implement incentive rewards

PILOT BRANCH VISIT ACCOMPLISHMENT REPORT

Objectives of Visit: Follow up the pilot reward and recognition implementation in piloted branches & to create awareness on performance
management system execution status in ten selected city pilot branches in A.A
Date: 16/06/2023
Pilot Branches Visited by the team: Finfine , Addis Ababa , Africa Avenue, Nifassilk, Silassie, Wonget , Abakoran, Tequa, Silassie, Amanah
Branche`s.
Visit Agenda:

a) Data tracking Status of employees in the branch.

b) Implementation of Coaching and Feedback on the branch
c) Awareness of employees on alignment of target and goal with corporate objectives
d) Awareness on performance rewards and Recognition plan.
e) Awareness and scored card implementation status, on key performance indicators/KPI
Targeted group: Branch managers, Supervisors (Sales, MB&OM) and Employees at different role.
s.no Pilot Branch Observation/Performed Activity as per Challenges Remarks
check list
1 FINFINNE  Not all of the employees have awareness about  Some employees do  Employees require regular
BRANCH
the newly introduced Reward and Recognition. not have information workshops and training on
 The branch has coaching and feedback on their about performance performance management
morning session as a group as well as on one to based reward and in general and the newly
one meeting. recognition program. introduced Reward and
 The employees are regularly getting data tracking  Duties and Recognition package in
notification report, and their data tracking is as responsibilities of particular.
per the expected level. CRO are not included  We recommend Talent
 All employees have understanding of the in the newly acquisition may re-visit
alignment of branch objectives with corporate implemented structure. CRO assignment and/or
goals. following this tasks loan case managers in
 All of the employees are aware of the stated KPI, related with (Loan branch`s.
and knows the year to date accomplishment disbursement,
comparing with the expected KPI’s. insurance follow up,
 Transfer of employees in the middle of the staff mortgage and
quarter which interrupt complete employees ESL management)
performance assessment. loan follow up have no
 Assigning employees on assignments (in CBE owner in branches as a
birr related duties on gas stations) are difficult to result branches are
measure. obliged to assign
 SBBO’s who are not
sign performance
contract in the role
even it is not disclosed
on their job description
but branches assign
employees to manage
the work.
 Releasing of
promoted senior
employees who have
impact on pilot
implementation on
the middle of the
quarter to others
Branches may have
effect on
implementation of
reward & recognition
on piloting the
system.
 Unable to meet the
 target set by CBE
NOOR - due to lack of
customer in area.

2 Africa  Some of the employees have awareness about the  Some employees lack  The team should be
Avenue
newly introduced Reward and Recognition of awareness about required to provide regular
program of the Bank. the newly introduced orientation on data tracking
 Not all of the sample employees believe that Reward and and the revised goal and
there is an organized coaching and feedback Recognition program. target of the branch.
structure, some of the employees stated they  Lack of awareness on  Provide orientation about
the expected number
discuss their issues in the morning session as a performance based reward
of tracking(data
group as well as on one to one basis. tracking in general) and recognition program of
 Goal and target of
 Some of the employees are regularly getting data The Bank.
service team (not
tracking notification report, and data tracking is included in oracle  Set an organized coaching
system)
as per the expected level. and feedback structure.
 The goal and target
 All employees have understanding of the for all back office  New job roles will be
account opening
alignment of branch objectives with corporate incorporated in the
pending staff was
goals, similar but they oprationalzation guideline
perform different job.
 All of the employees are aware of the stated KPI, of the banking business.
 Employees are
and knows the year to date accomplishment and assigned as meter -
greeter post but
the remaining KPI’s to be accomplished.
objectives are not
 New roles are immerged following the new given and on No
transaction was
business model and not included in the revised
passed but sales target
stricture but employees are assigned in the role as was given to them.
( meter – greeter)
3 WINGET  Supervisor and employees were discussed about  The goal and target  Employees require
BRANCH
the goal and target before signing of contract. cascade for BBO/ regular workshops and
 All employees under four team’s operation team, Sales is performed training on performance
service team, sales team, and IFB team have by BBO/Service management.
discussion in morning session about their and BBO Back  Update information and
performance and to give solution for all challenge Goal and target not document shall be sent
face. set as per new on time
 All eligible employees have signed quarter four branch model.
contract and not all non-eligible employees  The key
performance
justified.
indictor give to
 The Manager of the Branch informed that the winget branch
differ to other pilot
notification about employees’ data tracking report
branches
is helpful in tracking the employee performance
on time.
 Supervisors have continuous communication with
employees about goal and target achievement and
conduct formal feedback and coaching to their
employees.
 All employees attended a Zoom orientation about
performance-based reward and recognition, and
employees are shared the power point and
operationalization document.
 The supervisors are provided the competency
directory and updated operationalization
document.

Proper orientation is provided to the supervisor as

per the checklist prepared from the centre.
4 ABAKORAN  Supervisor and employees were discussed about  Branch structure
BRANCH
the goal and target before signing of contract. (establishment)
 All employees under four team’s operation team, model sent to
service team, sales team, and IFB team have transformation
discussion in morning session about their office differ from
performance and to give solution for all challenge the one district sent
face.  Metter and Greeter
 The Manager of the Branch informed that the and table master
notification about employees’ data tracking report position not have
is helpful in tracking the employee performance goal and target
on time.
 Supervisors has continuous communication with
employees about goal and target achievement and
conduct formal feedback and coaching to their
employees.
 All employees attended a Zoom orientation about
performance-based reward and recognition, and
employees are shared the power point and
operationalization document.
 The supervisors are provided the competency
directory and updated operationalization
document.
 Proper orientation is provided to the supervisor as
 per the checklist prepared from the centre.
5 Teqwa  Before cascading goal and target to  Same position goal  Overall, Teqwa branch
employees and supervisor discussed the goal and target is easily requires close monitoring
and target and what to expect from employees achievable but from the district regarding
in order to achieve the target and all same position goal data tracking and
employees published the goal target based the and target is awareness of performance-
position set target. challenge to based rewards.
 Employees and supervisor not attend the achieve a given
performance based reward and recognition target
zoom orientation and not aware the  Because the branch
only has a senior
performance based reward and recognition.
branch control
 All employees under four teams operation team, office, meeting the
"checking
service team and sales team, have discussion in
transaction in 5
morning session about their performance minutes" goal and
target is difficult
6 Amanah  EPM Reward and Recognition programme
orientation not fully conducted.
 Currently the branch has not had any
manual records of BBO sales performance.
 Meter-Greeter job position of the branch
covered temporarily Bank trainee.
 The branch management team has a habit
of short discussion every morning and they
inform employees what is expected and
where the branch is stand.
 The branch management team
explained that they informed each
employee to do data tracking timely and
help each other to perform this duty.
 Sometime EPM team not respond
employee appeal on time.
 The Branch management has informed the
 The visit team has informed branch operation
manager what was discussed during EPM zoom
orientation about link of employee performance
with reward
 and recognition.
 The branch might face challenges if manual
records applied to measure BBO sales
performance.
 Visit team has informed the branch, EPM team
will have discussion how to handle/measure BBO
sales in the future.
 Visit team advised the branch management team to
conduct formal coaching and feedback system in
relation with employee’s performance.
has  The visit team has informed branch manager that
correct data tracking has effect on correct appraisal
rating and it is a means to avoid employee
dissatisfaction.
 The visit team has informed branch management
team over and under tracking of the branch
employee for correction.
 visit team that Corporate goal and branch
objective alignment during every branch
employee meeting.
 The branch manager has explained that
most of the branch’s KPI are above 100 %
but CBE Birr by agent still at 25%
 The visit team has advised group and individual
employee performance will have reward and
recognition, so managers are expected to aware
and urge on achieving the branch KPI during their
coaching and feedback session.

7 Silassie  Employees are well oriented about the  Front cash  Need for Goal and
Branch
performance reward recognition program. transaction has target revision
decline due to considering the model
 We have discussed on issues raised during digitalization and out come
previous visit session BBO-Sales, BBO-Service following model  Continuous follow up
and discuses on the possible ways for evaluation implementation and awareness creation.

 They use morning session to evaluate their  We have recommended

 More employees
current achievement with comparing to target. to follow structured
are assigned on
 We have observed that they have no structured feedback and coaching
back office work
feedback and coaching session but they use culture.
so that there is a
informal way. performance with reward and
request for back
recognition. We have recommended for
office target
 The supervisors are provided the competency Strengthening discussion
 directory and updated operationalization revision while
document. planning/tracking/appraisal
 Proper orientation is provided to the supervisor
as per the checklist prepared from the centre.  Digital channel
 Employees are aware about data tracking focus on
however we have found that they have tracked activation.
more than the expected level of tracking and
complete before quarter end as well.  Fear to be
8 Eg Customer satisfaction evaluated by year
Tefera Degife
to date
KPI- meet Agent ,Merchant and there is
performance for
backlog on Internet banking and CBE birr
those financial
performance, Wholesale deposit performance is  They recommend for
target.
under JUN Feedback and coaching
 Employees are well oriented about the  Unable to rotate program should be
performance reward recognition program. employees due to support with ERP
model system
implementation
 We have discussed on issues raised during
guideline did not  Recommend to raise
previous visit session
9 allow rotation performance awareness
Nifasilk
 Employees working on BBO-Sales, BBO- creation while in their
E.g Opening, ATM- morning session
Service and discuses on the possible ways for
Reconciliation
evaluation
 Lack of BI-System target actual performance
achievement report  Due to shortage  Need for Goal and
of employees target revision
 They use morning session to evaluate their
they fill the gap considering the model
current achievement with comparing to target.
without implementation
 We have observed that they have no structured
considering the guideline
feedback and coaching session but they use
employees
informal communication in the meantime we
signed target.  Continuous follow up
recommend to follow structured feedback and
and awareness creation.
coaching culture.
 We have recommended
 Employees are aware about data tracking
for Strengthening
however its not conducted on time of
discussion while
performance.
planning/tracking/appra
 Except wholesale plan the rest KPI are under
 Unable to rotate isal
JUN.
employees due to
model  They recommend data
 Employees are well oriented about the
implementation tracking restriction for
performance reward recognition program
guideline. those not perform
following the branch conduct examination to
timely.
know their level of awareness.
E.g Opening, ATM-
Reconciliation
 We have discussed on issues raised during
previous visit session and possible resolutions.
  Employees working on BBO-Sales, BBO-
Service and discuses on the possible ways for
evaluation
 Lack of BI-System target actual performance
achievement report

 They use morning session to evaluate their

current achievement with comparing to target.
 They have structured feedback and coaching
session.
 Discussed about data tracking performance seen
that it’s not conducted on time of performance.
 All KPI achieved Exceptionally

NB The detail visit report of Addis Ababa branch is not included in this report due to the branch manager is busy on managing reports and the
team postponed the visit time in the near future.
Major Comments from visited branch managers.
 While goal and target revision of branch banking take place, experts from pilot branches shall participate on the objective setting process.
 Performance awareness training will provide to all performers.
 Employees transfer and promotion shall be managed at the end of each quarter.
 Periodic revision of goal and targets following business changes shall be conducted.
 Performance based reward and recognition shall consistently and practically implement.