Human resources slide 1

Citibank: Performance Evaluation

Group 15
Harshita Kushwaha MBA19193
Sunil Swain MBA19235
Arpan Josh MBA19180
Subin Suresh MBA19233
Deva Nikhil MBA19188
 Topics to
Human be covered
resources slide 2
The critical evaluation of the appraisal
process

Can this be used in other branches.

Alternative mechanism

Should James be given a bonus if so

how much.

Human resources slide 3
Financial
• YoY increase of 48% in contribution margin
• Ranked #1 in the marketplace
• Rated above par in all four quarters in
revenue parameter
• Rated par in 2 quarters and above par in
in 2 quarters in expense parameter
• Rated above par in all for quarters in the
margin parameter
People
• James was an excellent people manager
• Motivates the staff to go above and beyond
• One of the most consistent managers
• He was working on his MBA degree
• Promoted cross training and self
development
• Rated above par in all four quarters
New Performance Scorecard
Strategy Implementation Control
• EMPLOYEES
Household ARE of 21%
acquisition • Two “5” audit ratings in 1996
• MOTIVATED
Annualized BY:
attrition was 12% • Operating and fraud losses accumulating
• Retail balances improved by $2.4 million $137 thousand
• Citigold and business and professional increased • James had strong operational control in his
by $18mn and $34.8mn respectively branch
• Rated above par in all 4 quarters • He exceptionally maintained control processes
, given the size of branch
Standards Customer Satisfaction
• James was respected for his strong leadership • Showed mix results in different quarters
skills • Was rated par in 2 quarters and below par in
• Showed sincere concern for his customer 2 quarters
service scores and worked hard to improve • Third quarter was worst with 54 points, but
customer satisfaction they improved by 18 points in quarter 4
• He took active role in developing business • Citibank services like ATM’s were not in the
network within the community purview of branch managers, but was
• Rated above par in all four quarters considered as a factor to rate branch managers
 Analysis
Advantages
•
Human resources slide 8
Many parameters were considered while rating which gives an holistic picture
• Relationship banking was given importance
• The scorecard was made keeping in mind the long term strategies of the firm
• Broad range of financial products were chosen

Disadvantages
• ATM services were not under the control of branch managers. So, considering ATM’s while
rating is not justifiable.
• Evaluation was done on quarterly basis and not continuously
• Tailored performance questionnaire was not developed for each branch.
• Understanding of the branchwise intricacies of the branch’s work profile, volume and
local competition was missing
 Recommendations

• Tailored performance analysis guide should be followed for each branch

• Continuous evaluation should be done

• Customer satisfaction should not include parameters like the customer experience of using ATM’s while

rating branch’s performance

• James should be awarded overall above par ratings, considering his branch complexity and his exceptional

rating in other fronts.

• James should be given 30% hike by overriding the present rating method
 Human resources slide 10

Thank You