BUSINESS ENVIRONMENT
The global economic activity in 2024 remained fairly resilient notwithstanding heightened risks emanating from persistent geopolitical uncertainties and intermittent financial market volatility. As compared to a highly synchronised monetary policy tightening phase by the central banks globally in the preceding two years, the year 2024 exhibited divergence in monetary policy stance across countries as the headline inflation, albeit registering deceleration, remained above the target in many economies. The global financial markets witnessed volatility owing to risk-off sentiment over fluctuating perceptions on the monetary policy trajectory and trade-related uncertainty. On the domestic front, the Indian economy made steady progress in achieving stable economic growth while ensuring price stability. The domestic economic growth was primarily supported by private consumption and investment. Factors such as healthy domestic demand, higher capacity utilisation, revival in investment demand, continued uptick in bank credit, healthy balance sheet of banks and the Governments thrust on infrastructure spending, aided in supporting a healthy pace of economic growth. Domestic financial markets, as against its global counterparts, remained relatively stable and buoyant during the year. The transmission of monetary policy stance to lending and deposit rates remained effective during the year. Bank credit and deposits registered healthy growth, underscoring continued buoyancy in financial services. The financial health of banks remained healthy owing to the wide-ranging policy and regulatory initiatives undertaken over the years. This is evidenced by the consistent improvement in the financial health and Profit ability of banks on the back of reduction in the Gross Non-Performing Assets (GNPA) Ratio and rise in the Capital-To-Risk Weighted Asset Ratio (CRAR). Consequently, banks have been well-placed to cater to the credit demand in the economy, especially from the retail and Micro, Small and Medium Enterprises (MSMEs) segment and other strategically significant sectors, thereby spurring the overall economic growth momentum. Going forward, the outlook for domestic economic activity remains cautiously optimistic in the backdrop of strong consumption and investment demand. Factors such as improvement in industrial sector performance, pick-up in pace of investment activities, prediction of an above-normal monsoon, gathering pace in rural and urban demand on the strength of higher disposable incomes, high capacity utilisation, healthy balance sheets of banks and corporates and the Governments continued thrust on infrastructure spending, augurs well for the economic growth in the near-term. Although various downside risks pose a threat to the growth outlook, healthy domestic macroeconomic fundamentals and responsive monetary and fiscal policy efforts are likely to bolster the domestic economy from such external shocks, paving the way for a sustained period of high growth.
BUSINESS REVIEW
In the financial year (FY) 2024-25, the Bank continued to pursue its strategic imperatives which aided it in further improving its business growth and Profit ability. The wide-ranging strategic measures and initiatives undertaken by the Bank in various functional areas are detailed under the respective segments in this section of the Annual Report. Your Bank has been endeavouring to strengthen its presence by leveraging its existing pan-India branch network, expanding its presence in newer geographical locations and relying on the Business Correspondent (BC) run models in rural areas, while further broad-basing its digital presence. Your Bank opened over 100 new branches and 24 Fixed BC outlets (IDBI Sameep) pan-India in FY 2024-25. With this, the Banks branch network touched a new milestone of 2,128 branches as at end-March 2025, which comprised 509 metro branches, 509 urban branches, 651 semi-urban branches and 434 rural branches (including 267 Financial Inclusion branches) in India, one International Financial Services Centre (IFSC) Banking Unit (IBU) at Gujarat International Finance Tec–City (GIFT), Gandhinagar and 24 Fixed BC outlets (IDBI Sameep). The expanding branch network of your Bank was complemented by a network of 3,120 ATMs in India as at end-March 2025 and a wide-range of digital banking services, viz. internet banking, mobile banking and WhatsApp banking. The multiple touchpoints offered by your Bank seamlessly cater to its customers banking and investment needs in a safe, secure and convenient manner.
Your Bank, being true to its customer-first approach, offers wide-ranging deposit, loan and investment products and services across various customer segments from all walks of life. Recognising the ever-changing market dynamics and evolving consumer preference, the Bank endeavours to review and revamp its existing products and services as also to introduce new and customised products to stay relevant with changing market dynamics. On the advances front, your Bank has been scaling up its granular loan portfolio, comprising retail and priority sector segments, while augmenting its well-rated corporate loan book with an optimal mix of fund and non-fund exposures. Your Bank, while growing its advances portfolio, has also been focussing on maintaining a healthy loan portfolio and managing its credit risk effectively by strengthening its credit underwriting process and close monitoring of its loan accounts. Your Bank has been continuously striving to keep delinquencies within acceptable limits and strengthening its collection mechanism to maintain asset quality and to mitigate credit risk.
Your Bank has always viewed strong compliance, corporate governance and risk management culture as the mainstay of robust and stable business operations. Towards this end, the Bank has undertaken a number of measures to strengthen its internal systems and processes. Further, the Bank has been working towards spreading awareness and educating its workforce about the importance of adherence to stipulated norms in their day-to-day operations. Going forward, customer centricity will continue to be the central theme of your Banks business strategy in order to enrich customer experience, thereby further deepening its customer relationships. Your Bank will continue to introduce innovative and customised products and services and to embrace technological advancements for improving its processes and services delivery. The Bank will continue to enhance and strengthen its business operations by focussing on compliance and governance oriented culture among its workforce. The Banks way forward will continue to be guided by the imperative to uphold the trust of all the stakeholders who have placed their confidence in it, ensuring sustained, stable and Profit able business growth.
RETAIL BANKING
Retail Liability Products
Your Bank offers an entire gamut of deposits products, specifically designed to cater to the banking requirements of its customers from all segments of the society, viz. individuals (including general citizens, senior citizens, super senior citizens, pensioners, students, Non-Resident Indians (NRIs)) and non-individuals (including proprietorships, partnership firms, corporates, Government Institutions, Trusts, Associations, Societies, Clubs and other banks, including Co-operative Banks).
Your Bank pursued its endeavour of _ne-tuning its products and processes, in line with the changing customer requirements amidst evolving market dynamics. Your Bank has successfully rolled out new products in its personal banking savings segment under the branding of ‘IDBI Advantage Savings Accounts.
Your Bank introduced special ‘Utsav Fixed Deposits and ‘Chiranjeevi Super Senior Citizen Fixed Deposits focussing on granular expansion to bolster the share of individual depositors. The interest rate revisions during the year have been calibrated across selected deposit buckets to mitigate any potential cost escalations while ensuring continued market competitiveness.
Your Bank continued to leverage its state-of-the-art technology under the Video Account Opening (VAO) platform for digitising the customer onboarding journeys.
Your Bank continued to augment its customer engagement approach by extensive usage of data analytics and adoption of Customer Relationship Management (CRM) tools, so as to foster enhanced business penetration.
Your Bank has opened 100 branches in FY 2024-25 to expand its physical network and has adopted a capital light and quickly scalable hybrid delivery model, viz. combination of digital platform (kiosks) and brick-and-mortar branches, to expand its deposit base.
NRI Services
Your Bank offers a wide array of products across the spectrum of Non-Resident (External) (NRE) Deposits/ Non-Resident Ordinary (NRO) Deposits/ Foreign Currency Non-Resident (FCNR) Deposits, investments including equity market investments through Portfolio Investment Scheme (PIS), remittances through Society for Worldwide Interbank Financial Telecommunications (SWIFT) & other modes and loans to meet the banking and financial needs of the Indian diaspora across the globe.
Your Bank continued to undertake product as well as process improvements for augmenting customer experience, service delivery and convenience of banking for its NRI customers.
Retail Assets
Your Bank continues to target a progressively larger retail business portfolio in line with its intended positioning as a retail-centric Bank. The Bank has been endeavoring to offer a wide range of retail asset products and services in order to cater to the requirement of every Indian household. The Bank offers a bouquet of retail asset products including Housing Loan (HL), Loan Against Property (LAP), Auto Loan (AL), Personal Loan (PL), Education Loan (EL), Solar Roof-Top finance, Loan Against Securities (LAS) among other products. The products and processes are reviewed periodically. Modi_cations and customisations as also innovations to align with the customer preferences and expectation of the growing segment of Gen-Z and other borrowers are carried out.
During FY 2024-25, your Bank continued to remain a prominent player in the structured retail loan segment, registering a double-digit growth in all major product segments, including housing loan. Your Bank continued to maintain a robust structured retail asset portfolio with minimal slippages.
To meet the divergent and emerging needs of its customers, your Bank has been undertaking various measures like thrust on Home Loans under Approved Project Finance, accelerated acquisition under recently launched variants like GST-based Home Loan for Self-Employed Non-Professional (SENP) - a term loan intended to provide quick and accessible financing,
Solar Roof Top Financing in line with the Governments Green Energy mission, Auto Loans for pre-owned cars, pre-approved personal loans through digital platforms and Education Loan under Prime Minister Vidya Lakshmi Scheme for studies in select premier institutions in India and abroad at competitive terms. Your Bank successfully implemented a New Automated Loan Processing System to ensure a robust and a faster Turn-Around Time (TAT) with a view to enhance the overall customer experience. Your Bank continues to take several Information Technology (IT) initiatives for moving manual processing to the digital platform. Additionally, in order to support students from the Economically Weaker Sections (EWSs) of the society, the Bank continues to extend subsidy benefit to education loan borrowers under the Government of India (GoI) schemes such as Central Sector Interest Subsidy Scheme (CSIS) and renewal claims under the discontinued schemes, viz. Dr. Ambedkar Central Sector Scheme of Interest Subsidy (CSIS) and Padho Pardesh Scheme. Furthermore, your Bank is also providing finances to differently-abled individuals under the GoIs National Divyangjan Finance and Development Corporation Scheme at subsidised interest rate. Financial assistance will also be provided under the Pradhan Mantri Awas Yojana-Urban 2.0 (PMAY-U 2.0) which has been launched to cater to the Economically Weaker Section (EWS), Low-Income Group (LIG) and Middle-Income Group (MIG) to fulfill their housing requirements.
Credit Cards
Your Bank offers Credit Card variants under different network schemes. These variants are tailored to cater to the needs of all its customer segments. The extant Payment Scheme Coverage is as follows, RuPay - Winnings Select, Visa - Royale Signature, Aspire Platinum & Imperium Platinum and Mastercard - Euphoria World.
Your Bank also offers co-branded Credit Cards with LIC Cards Services Ltd. (LICCSL) on RuPay Scheme, namely, Eclat and Lumine. In line with its focus on digitalisation, your Bank also launched end-to-end digital on-boarding of Credit Card issuance. Your Bank has also identified potential existing customers for offering pre-approved Credit Card with pre-sanctioned credit limit, without any additional documentation requirements.
For better customer servicing and ease of usage, new credit card features have been incorporated in Credit Card Net Banking & GO Mobile+ app such as real-time bill payments, card replacement request, payment history, etc. Further, to provide versatility in bill payments, the Bharat Bill Payment System (BBPS) has been integrated for all other mobile-based apps.
PRIORITY SECTOR BANKING
Your Bank has been contributing significantly to the Priority Sector Lending (PSL) as mandated by the RBI. As per the regulatory requirement, the Bank primarily focussed on financing to Agriculture and Micro, Small and Medium Enterprise (MSME) segments during the year. To extend its reach, the Bank has continued to serve the unserved and underserved segments of the society through its Corporate Business Correspondent (BC)/ Business Facilitator (BF) network. During the year, your Bank was associated with 26 Corporate BC/ BF service providers.
Your Bank has achieved all the regulatory target for PSL, including sub-target on average basis, as on March 31, 2025.
In terms of the GoIs schemes and directives, your Bank has been extending loans under various Central Government and State Government sponsored schemes, like Pradhan Mantri Mudra Yojana (PMMY), Stand-up India, Prime Minister Street Vendor Atmanirbhar Nidhi (PMSVANidhi), Prime Minister Employment Generation Programme (PMEGP), Agriculture Infrastructure Fund (AIF), Pradhan Mantri Formalisation of Micro Food Enterprises (PMFME), Pradhan Mantri Vishwakarma (PM Vishwakarma), etc. Your Bank has also committed itself towards lending to minority communities and weaker sections, including Scheduled Castes (SCs)/ Scheduled Tribes (STs).
The following are the major initiatives undertaken with regards to PSL as well as the performance highlights during the year:
:ourBankeecutedemorandumofnderstanding
(MoU) with Maharashtra State Small Industries Development Corporation (MSSIDC) for accelerating MSME business in the state of Maharashtra.
:ourBanksignedosithvariousreputedanchor corporates in various industries such as transportation, consumer electronics etc. for tie-up arrangement for inventory finance to dealers of corporates under the product.
:ourBankhasintroducedaneproductcalled ‘IDBI Mahila Sashaktikaran Rin, in line with the guidelines issued by the Ministry of Rural Development (MoRD) to facilitate women-owned nano and small enterprises, primarily in rural areas, thereby aiding in enhancing income of rural households.
:our Bank has also launched a ne product called
‘MSME (Seller/ Vendor) to MSME (Buyer/ Anchor) Factoring on Trade Receivable Discounting System (TReDS) Platform for financing of trade receivables of MSME vendors for working capital requirement.
:our Bank has also signed an o ith -*$)-
Financial Service Ltd. for sourcing Non-Structured Retail Assets (NSRA) and Structured Retail Assets (SRA) business.
THIRD PARTY PRODUCTS AND CAPITAL MARKET PRODUCTS
The Third-Party Distribution (TPD) segment of your Bank offers various value-added products and services to its customers, keeping in view their risk profiles, financial goals and investment objectives. Your Bank has taken a number of initiatives to foster value sales and shift of business focus from product-centric to customer-centric approach. The shift in the strategy is to ensure customer-first approach clubbed with compliant business practices resulting into continuous and sustained source of fee income for the Bank. Your Bank has partnered with Indias most trusted brand names, i.e., Life Insurance Corporation of India (LIC) and Ageas Federal Life Insurance Company Ltd. (AFLI) in life insurance segment, besides New India Assurance Co. Ltd. (NIACL), TATA AIG General Insurance Co. Ltd. (TAGIC), and Niva Bupa Health Insurance Co. Ltd. (Niva Bupa), in general and standalone health insurance segment. Your Bank has entered into Mutual Fund (MF) schemes distribution agreements with multiple renowned Asset Management Companies (AMCs) in the mutual fund space. Your Bank also offers National Pension System (NPS) and Government of India (GoI) Bonds such as Floating Rate Savings Bonds, Sovereign Gold Bonds & Capital Gains Bonds as other investment opportunities to its customers. Under Capital Market segment, your Bank offers products such as 2-in-1 Account (Savings and Demat account), 3-in-1 Account (Savings and Demat account linked to Online Trading account), Application Supported by Blocked Amount (ASBA) and Syndicate ASBA (SASBA).
To keep pace with the rapidly evolving digital business practices, your Bank has undertaken various initiatives for digitalising its third-party product distribution journey. These initiatives include introduction of online mutual fund investment module, digital on-boarding in NPS account through GO Mobile+ application and e-nomination and mandatory KYC updation in Demat accounts through digital mode. Your Bank has enabled Demat account opening through its mobile and internet banking channels. Your Bank has also been offering an abridged two-page Demat Account Opening Form (AOF), viz. Duranto Demat Account, to extend the reach of its Demat accounts to non-users of digital channels, by enabling instant Demat account opening with simpli_ed documentation through the branch channel.
SYNERGIES WITH LIC
The Life Insurance Corporation of India (LIC) had acquired majority stake in your Bank in January 2019 and over a span of six years, numerous initiatives have been identified and implemented successfully to leverage significant business synergies. Your Bank has strategically planned specific action points in order to garner business in synergy areas in-terms of revenue synergies, cost synergies and financial synergies through its best-in-class products and services, especially by leveraging low-cost deposit book, viz. current account book. Your Bank has consistently maintained its top position in the Bancassurance channel with effective and optimal deployment of its touch-points to source business as Corporate Agent of the LIC. Your Bank has effectively implemented convenience banking by extending transaction banking services to meet collection as well as payments-related requirements of various offices of the LIC through its branch and digital channels. These synergies have supported in establishing combined value and performance for both the entities. Furthermore, your Bank was able to further augment its retail business and fee-based income.
FINANCIAL INCLUSION
Your Bank has been proactive in partnering with the policymakers to further the objective of financial inclusion by ensuring access to financial products and services needed by vulnerable sections of the society at affordable cost and in a fair and transparent manner. Your Bank has been actively promoting the agenda of financial inclusion with interventions in three key areas, viz. offering appropriate financial products, making intensive use of technology and enhancing financial literacy.
Pradhan Mantri Jan Dhan Yojana (PMJDY) and Social Security Schemes
Your Bank has been proactively participating in the GoIs financial inclusion programme viz. Pradhan Mantri Jan Dhan Yojana (PMJDY) and in the social security schemes of the Government, viz. Pradhan Mantri Suraksha Bima Yojana (PMSBY) for accident insurance cover, Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY) for life insurance cover and Atal Pension Yojana (APY) for old-age pension. During FY 2024-25, your Bank enrolled 2.00 lakh applicants under Atal Pension Yojana (APY), 2.74 lakh applicants under Pradhan Mantra Jeevan Jyoti Bima Yojana (PMJJBY) and 5.55 lakh applicants under Pradhan Mantri Surkasha Bima Yojana (PMSBY). The Bank has also opened 2.67 lakh saving bank account under PMJDY. The Bank has achieved all targets for the Jan Dhan and Jan Suraksha Yojanas.
Business Correspondents (BCs)/ Business Facilitators (BFs)
Your Bank has been leveraging its network of Business Correspondents (BCs) in an effort to increase penetration of banking services in rural and semi-urban locations, thereby ensuring greater financial inclusion across the country and increasing Priority Sector Lending (PSL) business of the Bank. Your Bank conducted extensive training sessions and workshops for all BCs at various locations across the country. Besides this, your Bank has also been providing on-the-job training to the BCs to develop their technical skill to operate on technology platform for conducting banking transactions. The Bank has operationalised BC managed banking outlets during the year under the brand name of ‘IDBI Sameep (state-of-the-art Modern Extended E-banking Point). This capital light model is intended to aid the Bank in expanding its network in an expeditious manner, thereby further enhancing its customer reach.
Financial Literacy
Financial literacy has been identified as a pre-requisite for effective financial inclusion and is an integral part of the PMJDY in order to let the beneficiaries make best use of the financial services being made available to them. Your Bank is conducting various ‘reach-out programmes to spread awareness among people about various banking products. Your Banks Rural Self Employment Training Institute (IDBI RSETI) located at Satara, Maharashtra, conducts self-employment training aligned to National Skill Qualification Framework (NSQF) for the rural youth of the district as instructed by Ministry of Rural Development (MoRD), Rural Skill Division, GoI. IDBI RSETI has trained 9,918 candidates since inception. Out of the 9,918 trained candidates, 7,361 candidates (i.e. 74.22%) have been reported as settled by establishing self-enterprises. IDBI RSETI has been maintaining high standards of training as well as facilities for the participants, for which it was awarded with ‘AA grading, which is outstanding for overall performance from MoRD, GoI in 2024.
DIGITAL BANKING
Your Bank aims to provide a secure, seamless and convenient banking platform to its customers by deploying the best digital experience, technology standards, processes and procedures, wherein customer convenience and security is accorded primary importance. Your Bank has registered significant growth in its digital transactions owing to factors such as comfort, safety, convenience and 24x7 availability of its digital banking channels. Your Bank has seen a significant growth of 28% in its overall digital transactions, 33% growth in its UPI transactions and 26% growth in its mobile banking active customer base.
Your Bank has introduced many new features and functionalities in its GO Mobile+ application for enhanced customer experience like multi-coloured theme, integration of Customer Engagement Solution, lifestyle features like _ight booking, etc. Your Bank has also revamped its UPI journey with an intention to improve customer engagement and ensure seamless payment experience. Your Bank has introduced omnichannel experience for its Net Banking customers, which is expected to enhance the user experience of its customers through uniform look and feel of its overall platform. Your Bank has also launched variants for Debit Card like Business Debit Card and Select Debit Card. Your Bank has also taken rapid strides in the Digital Lending realm to enable Digital Journey of Sanction and Review/ Renewal of MSME/ Agri Credit Facilities and end-to-end digitisation of co-lending journey. Your Bank was amongst the pilot banks for the GeM Sahay launch on the Open Credit Enablement Network (OCEN) platform. Further, your Bank is also now live on the Central Bank Digital Currency (CBDC) platform.
CORPORATE BANKING
The corporate banking segment of your Bank comprises Large Corporate Group (LCG) and Mid Corporate Group (MCG). The LCG caters to the requirement of its large corporate clients, while the MCG caters to the requirement of mid-sized corporates. The LCG, with offices in seven different locations, caters to the requirement of its large corporate clients with turnover of aboveRs.1,000 crore. The MCG operates from 24 branches and four regions at different locations and caters to the requirement of mid-sized corporates. Several policy initiatives taken by GoI to spur investment in manufacturing and infrastructure sectors has boosted credit demand in the economy. Your Bank has been exploring viable financing opportunities in these sectors while adopting a selective, calibrated and risk contained approach. Your Bank provides a gamut of products and services to manufacturers, traders, service sector, vendors across the spectrum of industries covering Pharmaceuticals, Power Generation, Non-Banking Financial Companies, Fast Moving Consumer Goods, Auto Components & Ancillaries, Automobiles, Food Processing, Sugar, Chemicals, Textiles, Basic Metals, Steel, Construction, Plastics, Telecom, Cement,
Paper & Paper Products, Rubber, Metals, Tourism, Mining, Engineering, Electrical Machinery, Electronics & Electrical Equipment, Power, Oil & Gas, Agriculture & Allied Activities, Transport, Computer Software & related activities, IT Services & Technology, Fertilisers, etc.
Your Banks product basket for corporate clients includes term loans for both projects and non-projects, working capital (both fund-based and non-fund based), packing credit and post-shipment credit to exporters, bill discounting, intraday limits, etc. Your Bank also offers products to cater to the needs of its corporate clients such as Short-term Loan – Non-Committed Line, Receivable Buyout, Term Loan linked to External Benchmark, Bill Discounting linked to External Benchmark, Funding against Standby Letter of Credit, etc. Within the realm of corporate banking, your Bank also places due emphasis on Priority Sector Lending (PSL). The corporate banking teams of your Bank work closely with other specialised teams in other areas of business operations such as Retail Banking, Transaction Banking, Treasury, etc. in order to develop suitable products and services and devise solutions to fulfil specific needs of its corporate clients. With an intent to have a focussed approach, Corporate Relationships and New Business Acquisition Group (CRBAG) has been formed to source new business, catering to the requirements of corporates and also to augment the transaction banking business. As a part of the Banks endeavour to source new business, CRBAG shall reach out to all the potential sources, viz. corporates, peer banks, rating agencies, financial institutions, Investment banking community, Public Sector Units (PSUs) etc. Further, the Bank also initiated for a Project Appraisal Cell (PAC), a specialised cell for vetting/ appraising specific Project/ Term loan exposures. The Bank has also initiated for digitisation of its corporate credit journey and document keeping, which is under implementation.
In alignment with its overall business strategy, your Bank has been targeting a calibrated growth in its corporate loan book in order to continue with its capital-light model while simultaneously de-risking its business portfolio mix. Towards this end, your Bank has been focussing on fresh acquisition of well-rated corporate accounts. Furthermore, the Bank has been targeting growth in interest and fee-based income through focussed improvement in utilisation of sanctioned fund-based and non-fund based limits and cross-sell. Your Bank has enhanced its credit monitoring mechanisms by adopting new technologies to monitor account level performance to take pre-emptive measures where stress is anticipated and to monitor the Special Mentioned Accounts (SMAs). Your Bank is closely monitoring the slippages to ensure minimisation of the fresh Non-Performing Assets (NPAs). The Bank has also been endeavouring to upgrade as well as implement timely resolution in its stressed assets and NPA cases, thereby benefiting from reversal of provision, if any, along with augmentation of standard advances book.
Credit Monitoring Group
In the present banking scenario, persistent, timely and effective management of standard assets portfolio aids in preserving and improving the overall quality of loan portfolio. Therefore, structured Loan Review Mechanism (LRM), monitoring Credit Administration Parameters (CAP) & monitoring of onset of stress in Corporate & Retail portfolio is undertaken by the Credit Monitoring Group (CMG) of your Bank.
The Early Warning Signal (EWS) Application, which is an important tool in credit monitoring, has been operational since December 2019. The tool has the ability to detect stress and incipient weakness by using data feeds from internal and external sources and generating alerts on regular basis. Risk bucketing under High, Medium and Low risk is carried out in respect of all corporate and retail accounts within the systems threshold limit, which augments the capability of your Bank to identify high-risk accounts and accounts showing early signs of stress in pre-Special Mentioned Account (SMA) stage. This enables your Bank to undertake prompt, pre-emptive actions and timely measures. A periodic review of the EWS Application is undertaken and new features are being added, in line with continuously evolving regulatory requirement and best practices. Through the asset monitoring tool ‘SAJAG, your Bank monitors the compliances of various credit administration parameters which helps to improve credit culture, identification of incipient weaknesses in the loan portfolio and to prevent slippages. Your Bank proactively updates its monitoring tool ‘SAJAG as per the updated needs warranted by the ever-changing economic environment and regulatory guidelines.
Your Bank uses structured Loan Review Mechanism (LRM) to provide timely feedback on the effectiveness of the credit sanction and regular follow-up is undertaken to ensure compliance with policy guidelines, tracking of early warning signals and timely compliance with the CAP. All these initiatives have helped in identifying and managing the incipient stress of the accounts, compliance with the CAP and thereby, improving the credit quality of your Bank.
Retail Collections
A well-maintained and Profit able asset portfolio is fundamental to the long-term sustainability of any financial institution and your Bank is committed to maintaining the highest standards of asset quality. Given the evolving banking landscape where lower interest margins and intense competition define the market, your Bank is taking proactive measures to prevent any deterioration in asset quality. Slippages in asset performance is likely to have a cascading impact on Profit ability, operational stability, and overall financial health. Therefore, your Bank continuously strives to keep delinquencies within acceptable limits, ensuring that Non-Performing Assets (NPAs), write-offs, and provisions are minimised. A strong and efficient collection mechanism is crucial to maintaining asset quality and mitigating credit risks.
To strengthen its collection strategy, your Bank has a dedicated Retail Collection Department responsible for preventing slippages and ensuring timely recovery of dues from retail loan portfolio. This Retail Collection Department plays a pivotal role in minimising the risk of accounts transitioning into Special Mention Accounts (SMAs) and Non-Performing Assets (NPAs). The collection efforts focus on SMAs and probable and marked First-Time Non-Performing Assets (FTNPA) to maintain a robust retail asset portfolio. The Banks structured approach to retail collections enables timely intervention, thereby improving recovery rates and reducing the financial burden caused by overdue loans.
The Retail Collection team drives the collection activities with the help of a team of Collection Officers posted at different Zones and Regions of the Bank, supported by the Banks Call Centre, Collection Agencies, Business Correspondents (BCs)/ Business Facilitators (BFs) and also Branches/ Retail Asset Centres (RACs) for branch-centric products to achieve higher resolution rate.
In furtherance of its endeavours of enhancing the abilities relating to collection mechanism, the Bank has automated the collection-related activities. Your Bank has an Integrated Collection and Recovery Module (ICnRM) which is assisting the Bank to work on the identified stressed accounts and deploy resources (in-house as well as external agencies) effectively. The digitised processes are aimed at facilitating a platform for convenient online collection and recovery of dues from delinquent borrowers and also providing a complete and seamless Management Information System (MIS) relating to collection activities.
Retail Recovery
In order to expedite recovery from retail Non-Performing Assets (NPAs), the Bank launched a non-discretionary and non-discriminatory special One Time Settlement (OTS) Scheme, viz. SUGAM Rinn Bhugtan Yojana (SUGAM Scheme), for settlement of old NPAs during the year. The Bank continued to undertake rigorous follow-up for upgradation of fresh NPAs. Certain cases were settled through normal OTS Scheme/ Negotiated Settlement (NS) as per the Banks extant NPA Management Policy. The Bank launched campaigns for filing of recovery suits in Civil Courts, Summer Spree and Monsoon Spree Campaigns for OTS/ NS, Drive Back Campaign to augment repossession of hypothecated vehicles to expedite recovery/ resolution through sale of vehicles charged to Retail NPA cases etc. during the year. Similarly, to expedite recovery and to avoid lengthy legal process, a large number of small-ticket cases were referred to the National Lok Adalats for an early resolution. Notices under section 13 (2) and 13 (4) of Securitisation and Reconstruction of Financial Assets and Enforcement of Security Interest (SARFAESI) Act, 2002 were issued in a timely manner to the borrowers, wherever applicable. During the year, seven mega e-auctions of the properties taken under the Banks possession were conducted. In order to speed up various recovery actions and also to create a robust repository for the chain of recovery efforts, the Bank has launched a dedicated module, viz. Integrated Collection and Recovery Module (ICnRM), during the year to aid in strengthening the recovery efforts through better monitoring and supervisory control on this digital platform.
ASSET QUALITY
Your Bank continued to focus its efforts towards containment of fresh Non-Performing Assets (NPAs) and maximising recovery from the existing impaired assets. As at end-March 2025, 97.02% of your Banks Total Assets were Performing Assets, whereas 2.98% were NPAs. The Banks fresh slippages were at 0.73% of its Standard Advances in FY 2024-25. During the year, the Banks recovery from impaired assets and upgrade of NPAs to Performing Assets amounted toRs.3,021 crore. The Bank made adequate provisions in conformity with the extant regulatory guidelines. As a prudent approach, your Bank had Provision Coverage Ratio (PCR) of 99.48% as on March 31, 2025. Your Bank has a dedicated vertical, viz. NPA Management Group (NMG), for driving focussed and aggressive approach towards resolution and recovery with account specific strategies and close monitoring of corporate NPAs. Your Bank has also set up a centralised desk for cases going through the Corporate Insolvency Resolution Process (CIRP) under Insolvency Bankruptcy Code (IBC) 2016. This dedicated desk has been playing a proactive role in providing an overall view by aiding internalisation of learning from the field and dissemination across teams for navigating through the complexities, thereby enabling the Bank to successfully handle the CIRP cases. As at March 31, 2025, a total of 245 cases with an aggregate Gross Principal Outstanding (GPO) ofRs.36,235 crore (including NPAs/ Technically Written-Off (TWO) Assets) were undergoing CIRP within the ambit of the Insolvency and Bankruptcy Code (IBC), 2016. Your Bank was able to resolve many cases under CIRP and recovered a sum ofRs.2,050 crore from these cases during FY 2024-25. There are a few cases in the list of 245 cases, in which simultaneously recovery has also happened in parts but not fully received.
Your Bank has a ‘One Time Settlement (OTS) Management System which facilitates submission of an OTS application through its website and also enables end-to-end processing of an OTS proposal, including tracking of recovery. Your Bank continued to focus on recovery of dues through settlement in NPA/ TWO accounts under (i) Doubtful Assets for more than three years (DA-3), (ii) Loss Assets (LAs) and (iii) TWO accounts under IDBI One Time Settlement scheme (I-OTS) (a non-discretionary and non-discriminatory settlement scheme). This scheme was applicable for cases being handled by the Banks NPA Management Group with the borrowers aggregate GPO up toRs.10 crore and settlement of dues with Personal Guarantor (PG)/ Corporate Guarantors (CG) in cases with GPO up to Rs. 10 crore.
During the year, your Bank also transferred seven accounts (Technically Written Off (TWO) accounts) with the GPO amounting toRs.2,134.55 crore for a consideration of Rs. 1,767.11 crore (which consists of cash recovery of Rs. 307.18 crore and Security Receipts ofRs.1,459.93 crore) to the Permitted Entities. Your Bank has been pursuing legal action under the applicable laws including enforcement actions under the Securitisation and Reconstruction of Financial Assets and Enforcement of Security Interest (SARFAESI) Act, 2002. In this connection your Bank has tied up with Bank Asset Auction Network (BAANKNET), formed under the aegis of Department of Financial Services (DFS), GoI, for auction of properties charged to the Bank. The Bank has also been following up with Debt Recovery Tribunals (DRTs)/ courts on a continuous basis and has identified nodal cross-functional team of officers from the Banks NMG, Legal and Retail Recovery departments for work relating to the DRTs so as to minimise the delays in obtaining recovery certificates/ decrees and execution thereof. As on March 31, 2025, your Bank classified 370 cases as willful defaulters with punitive actions initiated against such borrowers/ promoters/ directors.
TRADE FINANCE
Your Bank has a dedicated Trade Finance (TF) department, which offers a wide range of products and services to its corporate and retail customers at competitive pricing. The offerings range from the most commonly used products such as Inward/ Outward Remittances, Letters of Credit (LCs), Bank Guarantees (BGs), Standby Letters of Credit (SBLCs), etc. to more complex domestic and cross-border trade products involving import/ export of goods & services, pre-shipment & post-shipment export finance, short-term trade credits (buyers credit and suppliers credit), merchanting trade, capital account transactions, etc.
Your Bank, as an Authorised Dealer Category – I (AD Category – I) bank has 38 dedicated TF centres, which are authorised to handle all types of foreign exchange transactions. The Banks Trade Finance products and services are processed through Centralised Trade Processing Centres (CTPCs), which operate on a hub-and-spoke model at three major metro centres, viz. Mumbai, Chennai and Delhi. The CTPCs cater to the needs of all branches of the Bank and thus, facilitate standardised processing, efficient communication and faster turnaround time (TAT).
Your Bank has been constantly improving its core banking platform as also has been offering digitised trade processing to increase customer engagements and make every step of the trade operation process seamless and convenient. Your Bank has undertaken various IT initiatives to make the transaction executions faster, error-free and seamless. For instance, the Bank has an internet-based Trade Finance platform, viz. IDBI eTRADE, which offers flexibility to the customers to transact on a 24x7 basis. The Bank has built SWIFT GPI capabilities, which help in real-time tracking of cross-border payments, thereby enhancing customer experience. Your Bank has partnered with SWIFT India and implemented Message Queue Host Adaptor (MQHA) for advanced queue management with encryption that strengthens existing security around the message flow for domestic transactions. The SWIFT operations of your Bank are carried out through a Centralised SWIFT Cell (CSC) with utmost due diligence and multiple validation processes under a secured IT platform to ensure smooth and _awless operations. Further, your Bank has laid down policies, processes, Standard Operating Procedures (SoPs), operating manuals, robust monitoring mechanisms, etc. in compliance with regulatory and statutory norms as well as international trade practice guidelines.
Your Bank, through its retail internet banking portal, has enabled online initiation of foreign outward remittances under the Liberalised Remittances Scheme (LRS) of the RBI. The Bank has a centralised processing setup for execution of foreign inward remittances up to a certain threshold limit favouring individuals that would enable faster and immediate credit to its customers. Further, as a measure of efficient service delivery, your Bank has an online Bank Guarantee (BG) Confirmation Module, which enables beneficiaries of the BGs issued by it to obtain online confirmation of issuance of guarantees.
Your Bank has put in place appropriate operational and compliance alerts enabled with round-the-clock fraud monitoring. Your Bank, in its endeavour to mitigate cyber fraud risks and also to build effective control mechanism to address Anti-Money Laundering (AML)/ Combating of Financing of Terrorism (CFT) concerns in cross-border payments, has instituted effective system control mechanisms in the form of Payment Controls System & Transaction Screening processes.
In order to ensure additional control, your Bank has put in place various system validations to ensure compliance. Your Bank diligently follows Anti-Money Laundering (AML)/ Know Your Customer (KYC)/ Combating of Financing of Terrorism (CFT) guidelines, robust Trade-Based Money Laundering (TBML) red-_agging procedures and the US/ EU sanctions screening for international payments. Your Bank, as a matter of principle, verifies international cargo movement in merchanting trade through the International Maritime Bureau (IMB). The Bank verifies credentials, core activities, scale of business and payment velocity of overseas parties through Business Information Reports offered by reputed agencies in order to safeguard the interests of all its stakeholders.
Your Banks bill finance policy covers purchase, discount, negotiation of all genuine bills arising out of trade in Indian Rupee (INR) and Foreign Currency (FCY). Your Bank has stipulated coverage of eligible export credit accounts under borrower specific individual cover, preferably from ECGC Ltd.
Your Bank has developed a widespread network of correspondent banking arrangements with around 614 banks across the globe through bilateral Relationship Management Application (RMA) and consequently is able to render trade and non-trade services across the world. The Bank has Nostro arrangement for remitting funds in 11 currencies directly and also handles remittances in 120 currencies across the globe through correspondent bank arrangement.
GOVERNMENT BUSINESS
Your Bank is authorised for collecting receipt and payment transactions of the Central and State Governments as an agency bank to the RBI through its branches and 24x7 internet banking facility. In addition to collection of the Central Government taxes, which includes all Income Taxes, Customs Duty and Goods & Services Tax, your Bank also has the mandate to collect receipts for 14 State Governments and two Union Territories.
Your Bank also collects stamp duty in the state of Maharashtra through electronic Secured Bank and Treasury Receipt (e-SBTR) and Simple Receipt. Your Bank is an accredited bank to the Department of Printing under the Ministry of Housing and Urban Affairs. Your Bank is authorised by the Government of India to offer Small Savings Schemes, viz. Public Provident Fund (PPF), Senior Citizens Savings Scheme (SCSS), Sukanya Samriddhi Account Scheme (SSA), Mahila Samman Savings Certificate, 2023 (MSSC) and it is also authorised to disburse Central Civil, Defence and Railway Pension. Your Bank has enabled online collection of dues for Employees Provident Fund Organisation (EPFO) and Employees State Insurance Corporation (ESIC). During the year, your Bank has enabled account opening for Mahila Samman Savings Certificate (MSSC), 2023 through the Banks GO Mobile+ App. (Android and iOS).
CASH MANAGEMENT SERVICES
Your Bank is committed to delivering cutting-edge Cash Management Services (CMS) designed to empower corporates in optimising their collections, streamlining bulk payments and optimising cash flow. In line with its commitment towards innovation, your Bank has recently upgraded its CMS system to leverage the latest advancements available in the market to ensure that its clients get the benefit from state-of-the-art technology, further enhancing the efficiency and effectiveness of their cash management activities. Your Bank has developed Corporate Application Programming Interface (API) suite, where advanced APIs facilitate effortless communication between the Bank and the clients servers. The seamless integration guarantees a secure data transfer, allowing corporates to enjoy a smooth banking experience.
Your Bank offers advanced technology solutions like Liquidity Management Solutions such as Corporate Liquidity Management Solution (C-LMS), Government Liquidity Management Solution (G-LMS) and innovative CMS products such as National Automated Clearing House (NACH), Virtual Remitter Identification Code (VRIC), Utility Payments through Bharat Bill Payment System (BBPS), Direct Debit, FASTag etc. Additionally, your Bank provides customised e-solutions seamlessly integrated with client systems through Host-to-Host technology and open APIs for payments.
Your Bank is privileged to be authorised for participation in Indian Railways e-freight payment system across 12 Zones. Your Bank has launched new-age digital product under the CMS suite, which is a uni_ed institutional collection product that enables institutions in Business-to-Consumer (B2C) segment to collect dues from their customers through all possible online and of_ine modes using one single system. Your Bank also provides e-FD facility (for margin money requirements of National Stock Exchange), which is an online facility for stock brokers, to allow them to place their security and margin deposits with exchange in a seamless manner.
TREASURY OPERATIONS
Your Bank has integrated its treasury operations in various market segments like Money Market, Fixed Income, Foreign Exchange, Derivatives and Equities. Your Banks Treasury operations involve active role in balance sheet management, liquidity management, maintaining Cash Reserve Ratio (CRR) and Statutory Liquidity Ratio (SLR), trading and investments in market instruments, forex transactions and derivatives.
Your Banks Treasury is responsible for adherence to regulatory requirement of CRR. Your Bank was compliant with the regulatory requirement by maintaining CRR, SLR and Liquidity Coverage Ratio (LCR) in FY 2024-25.
To actively manage liquidity, the Banks Treasury uses various instruments such as Liquidity Adjustment Facility (LAF), Marginal Standing Facility (MSF) and Open Market Operation (OMO) of the RBI as well as other market instruments/ platforms such as Triparty Repo (TREPS), Clearcorp Repo Order Matching System (CROMS) and Call and Notice Money. The surplus liquidity was deployed in various short-term instruments like Certificates of Deposits, Liquid Mutual Funds and lending in Call, Notice, Term Money, Forex Depo placements, etc. Your Bank also mobilises funds through CD issuances based on assessment of short-term requirement of liquidity.
Your Banks Board of Directors have approved raising of long-term rupee resources to the extent ofRs.10,000 crore at an opportune time through issuance of Non-Convertible Bonds for Infrastructure and Affordable Housing on private placement basis in one or multiple tranches.
Your Banks Treasury has been actively participating in auction of Government Securities (G-Sec)/ State Development Loans (SDL)/ Treasury Bills (T-Bills) for its trading and investment portfolio.
Your Bank has actively participated in the RBIs measures for augmenting system liquidity by way of Open Market Operations (OMOs) and USD/ INR Swaps during the year.
Your Bank continues to be an active player in G-Sec market as a Primary Dealer (PD). The PD desk ensures that the Bank meets all the regulatory requirements like bidding commitment and turnover ratio for G-sec and success ratio for T-bill auctions, etc.
Your Bank also provides Constituent Subsidiary General Ledger (CSGL) service to Gilt Account Holders (GAHs). Further, in order to provide liquidity in the secondary market for retail investors under the ‘RBI Retail Direct facility, your Bank also undertakes market making by providing buy/ sell quotes to the retail investors on the Negotiated Dealing System- Order Matching (NDS-OM) platform (odd-lot and Request for Quotes segment). Your Bank provides retailing of G-Sec through IDBI Samriddhi platform, which is a web traded portal wherein retail investors can buy/ sell G-Sec online.
Your Banks Treasury has active forex interbank and derivatives desk. The forex interbank desk provides competitive forex rates to the clients. In order to further enhance its forex business, your Bank has introduced Two-Way Market Making/ Trading in Cross Currencies with banks in India through automatic system-driven trading. This is expected to increase volume and Profit ability of your Banks forex business. More importantly, it is expected to increase your Banks market presence in forex market. The Banks Derivatives desk provides various interest rates and exchange rate hedging solutions to client to meet their hedging requirements.
The sales team works closely with all the relationship managers of the Bank to cater to the large, medium and small corporate retail clients. The team members proactively interact with the clients to provide solutions for them to effectively manage their exposures in currencies, rates and also advise them with investment solution in Debt instruments (G-Sec, Non-SLR Bonds, etc.). The sales team also leverages its reach to cross-sell other products of the Bank. The Bank has set up centralised forex desk at its Head Office to streamline covering process and improve efficiency of forex transactions. The Banks Equity Desk trades in financial instrument to earn trading revenues through short term and medium-term price movements.
In accordance with the RBI Master Direction on Classification, Valuation and Operation of Investment Portfolio of Commercial banks (Directions), 2023, your Bank has revised the classification, valuation, income recognition, accounting and presentation of investment portfolio and derivative contracts, and the same has been implemented from April 01, 2024.
CROSS-BORDER BRANCH
Your Banks International Banking Unit (IBU) at the Gujarat International Finance Tec-City (GIFT City) commenced its operations on May 6, 2016. The IBU comes under the Kandla Special Economic Zone (SEZ) of GIFT City and its functioning is regulated by the provisions/ guidelines issued by International Financial Services Centres Authority (IFSCA). Besides other products, the Banks IBU also focusses on funding against Standby Letter of Credit (SBLC), Foreign Currency Loan and External Commercial Borrowings (ECBs) for eligible Retail and Corporates customers. Your Banks GIFT City Branch also offers deposit services (Savings/ Current/IBU Term Deposit) and Trade Credits (Buyers Credit/ Reimbursement Authorisation (RA) financing).
CREDIT RATING
Your Bank obtains credit ratings for both its domestic and foreign currency borrowings. The rating action during FY 2024-25 along with current ratings for the Rupee resources as on March 31, 2025 are as follows:
| Ratings for Rupee Borrowings | ||||
| Rated Instruments Rating action in | CRISIL August 2024 | ICRA August 2024 | India Rating September 2024 | CARE September 2024 |
| Fixed Deposit Short Term Borrowings | CRISIL AA+/ Stable^ CRISIL A1+ | [ICRA] AA / Stable^^ [ICRA] A1+ | IND AA/ Stable^^^ IND A1+ | - CARE A1+ |
| (Certificate of Deposit) | ||||
| Long Term Rupee Bond (Senior and Lower Tier II Bonds) | CRISIL AA/ Stable& | [ICRA] AA/ Stable^^@ | IND AA/ Stable^^^ # | - |
| Tier II Bonds (Basel III) | CRISIL AA / Stable& | [ICRA] AA/ Stable^^ | IND AA/ Stable^^^ | CARE AA/ Stable% |
Note:
^ - Rating upgraded to CRISIL AA+/Stable from CRISIL AA/Stable
^^ - Rating upgraded to [ICRA] AA/Stable from ICRA AA-/Stable ^^^ - Rating upgraded to IND AA/Stable from IND AA-/Stable
& - Rating upgraded to CRISIL AA/Stable from CRISIL AA-/Stable
% - Rating upgraded to CARE AA/ Stable from CARE AA-/ Stable
# - Only Senior Tier II bonds has been rated
@ - Rating obtained for additional Infrastructure BondRs.7,000 crore in January 2025
The Medium Term Note (MTN) Bonds rated by foreign rating agencies, viz. S&P Global Ratings (S&P) and Fitch Ratings (Fitch), were fully repaid on November 30, 2020. Hence, the Bank had terminated the rating engagements/ agreement with them on May 21, 2021, for various issues made under the MTN Bond Programme. Accordingly, rating for Foreign Currency Borrowings stands withdrawn.
RISK MANAGEMENT
Risk management strategy of your Bank essentially focusses on the fundamental tripod, viz. identification, measurement and management. While identification enables the Bank to further analyse and assess the risks, measurement empowers the Bank to manage risks effectively. This strategic approach allows the Bank to attain improved decision-making and derive confidence therefrom. A well-defined policy framework outlining appropriate limits and processes enables the Bank to manage risks within its overall risk appetite. Periodic policy updates ensure further refinement in its risk management practices by capturing the essence of business dynamics, banking innovations, emerging risk scenarios and regulatory changes. Your Bank constantly endeavours to improve its risk management culture by spreading risk awareness across all its verticals, reaching to the service-delivery and transaction points and making it integral to decision-making process. While the Risk Management Committee (RMC) of the Board is responsible for overall risk management, the day-to-day activities are conducted at various levels based on the risk governance structure. The risk management systems and processes are continuously upgraded in conformity with the regulatory requirements. For a more robust and technologically advanced risk management system, your Bank has implemented Integrated Risk Management Architecture (IRMA) comprising software solutions, viz. Credit Risk Assessment Module (RAM), Capital Assessment Model (CAM) and Comprehensive Operational Risk Evaluator (CORE). The IRMA helps to identify and measure credit and operational risks which in turn facilitates formulation of suitable risk management strategies. Further, the Bank has a well-established Financial Analytical Application for its Asset Liability Management (ALM), Fund Transfer Pricing (FTP), Profit ability Management and Liquidity Risk Management. Further, your Bank has implemented an Integrated Treasury Management System (ITMS) which, inter-alia, includes measurement and monitoring of market risk.
Risk Management Processes
The Bank documents its risk review processes in terms of various policies and established practices to ensure transparency, accountability and consistency in evaluating and managing risks across all operations and portfolios. The Bank has a well-defined policy framework to incorporate and implement risk management processes at various levels which are demonstrated through measures outlined in this section of the Annual Report.
Implementation of Basel Norms
In adherence to the Pillar 1 guidelines of the RBI under Basel III framework, your Bank computes regulatory capital requirement for credit, market and operational risks on a monthly basis. In addition, banks in India are mandated to maintain the Capital Conservation Buffer (CCB) of 2.50%. Your Bank also keeps a close watch on the movement of Capital to Risk (Weighted) Assets Ratio (CRAR) at monthly periodicity. Your Banks ‘Total Capital + CCB ratio was 25.05% as on March 31, 2025 against the regulatory requirement of 11.50%. Similarly, your Banks ‘Common Equity Tier 1 (CET1) + CCB ratio was 23.51% as against the regulatory requirement of 8.00%. Your Banks ‘Tier 1
+ CCB ratio stood at 23.51% as on March 31, 2024 as against the regulatory requirement of 9.50%. Your Banks Leverage Ratio as on March 31, 2025 was 9.59% against the minimum regulatory requirement of 3.50%. Your Bank has a Board-approved policy on Internal Capital Adequacy Assessment Process (ICAAP) in line with the Pillar 2 norms of the Basel III framework. This policy enables your Bank to internally assess and quantify those risks which are not covered or not adequately covered under Pillar 1 as well as to develop appropriate strategies to manage and mitigate risks under normal and stressed conditions. Your Bank has also put in place a comprehensive stress testing framework in line with the RBI guidelines. The stress testing framework enables your Bank to assess its performance under exceptional but plausible events/ scenario and facilitates in framing appropriate proactive strategies to meet unforeseen contingencies. The stress testing framework also includes scenario analysis, multifactor sensitivity analysis and reverse stress testing. Scenario analysis covers a study on impact of further increase in Gross NPAs, crystallisation of non-fund facilities in Non-Performing Assets (NPAs) & Technically Written-Off (TWO) accounts and impact of illiquid securities on capital and Profit ability of the Bank. The Bank uses the mechanism of reverse stress testing to ascertain the level of stress which may adversely impact the capital and Profit ability of the Bank to take it to a pre-determined floor level. Your Bank has adopted a Disclosure Policy in accordance with the Pillar 3 requirements under the Basel norms. Accordingly, disclosures as at the end of each quarter are hosted on your Banks website, thereby exhibiting high degree of transparency. Your Bank has also laid down a Reputational Risk Assessment and Management Policy to proactively assess the risks posed to its reputation and the related consequences, along with the measures to contain them. Your Bank has also put in place Group Risk Assessment Policy to monitor and minimise the overall risk profile at the group level. Your Bank follows the Standardised Approach under Credit Risk for computation of capital charge. Your Bank follows Basic Indicator Approach (BIA) to compute regulatory capital charge for Operational Risk. Your Bank is in readiness to implement new standardised approach for assessment of operational risk capital requirement as proposed by the RBI. A comprehensive set of Key Risk Indicators (KRIs) and Risk & Control Self-Assessment (RCSA) framework was rolled out across different business segments for augmenting risk culture and ensuring effective control mechanism. For Market Risk, your Bank follows Standardised Duration Approach (SDA) to compute regulatory capital requirements.
Credit Risk
The Credit Risk Management system in your Bank includes the Intelligent Credit Origination (ICON) System which is a Credit Risk Assessment Module for credit rating of proposals and Capital Assessment Model (CAM) for automation of capital adequacy assessment. The Banks Credit Policy is reviewed periodically in line with changing business objectives, economic environment and forms the guiding tool for the business verticals. As per your Banks Board-approved structure, the Credit Risk Management Committee (CRMC), inter alia, ensures implementation of Credit Policy strategies and monitors credit risk on bank-wide basis. In addition to ICON System/ score-based internal rating, the Bank has also developed Quanti_ed Risk Scoring Matrix (QASM) for risk-categorisation of high-value Corporate and Micro, Small
& Medium Enterprise (MSME) loans. Your Bank has rolled out the upgraded credit risk assessment application, viz. ICON, for business users. The updated ICON application is agile, flexible and is based on cutting-edge technology. It has various new features which will help in smooth and efficient internal rating and credit decision making. Your Bank has a centralised Model Repository System (MRS) enables the verticals to monitor their respective models on an e-platform in respect of documentation, review, validation and agreement execution.
Market Risk
The Market Risk Management in your Bank, in terms of functions and business positions, operates in line with the policy framework defined in the Market Risk & Derivative Policy and the Investment Policy. These policies, in general, outline the appropriate levels of risk appetite and implementation mechanisms for measurement, monitoring, reporting and escalation of risks and exceptions. With the implementation of Integrated Treasury Management System (ITMS), the market risk management ef_cacy of your Bank has been further strengthened. All the prescribed limits and procedures are monitored closely by the Treasury Mid-Office, which is independent of the Treasury Front-Office and the Treasury Back-Office. Trading positions are monitored against limits at portfolio as well as at dealer level. Assessment of Non-Statutory Liquidity Ratio (NSLR) Bonds is carried out through in-house developed internal rating-based model in order to create a robust NSLR Bond portfolio. Market risk is monitored through various metrics and tools, viz. limits on positions, gaps, Modi_ed Duration (MD), Price Value of 01 (PV01), Day Light Exposure and Net Overnight Open Position (NOOP). The Bank also assesses risk with the help of Value-at-Risk (VaR) metrics and regular stress testing.
Liquidity Management
The Bank has a well-organised liquidity risk management structure as enumerated in the Board-approved Asset Liability Management (ALM) Policy. The Asset Liability Management Committee (ALCO) of the Bank monitors and manages liquidity and interest rate risk in line with the business strategy. The Asset Liability Management (ALM) activities including liquidity analysis and management are conducted through co-ordination amongst various Asset Liability Management Committee (ALCO) support groups in the functional areas such as Finance & Accounts, Treasury Front-Office, Budget & Planning, etc. The directives of Asset Liability Management Committee (ALCO) and Asset Liability Management (ALM) policy are implemented by the business groups and verticals concerned. As per the regulatory guidelines, the Liquidity Coverage Ratio (LCR) of the Bank is computed on a daily basis with effect from January 1, 2017. The average Liquidity Coverage Ratio (LCR) of the Bank remained at 127.09% for the quarter ended March 31, 2025. Your Bank implemented the Net Stable Funding Ratio (NSFR) from October 1, 2021, in line with the RBI directives. The Banks Net Stable Funding Ratio (NSFR) as on March 31, 2025 was 120.63%.
Operational Risk
The Bank has a robust Operational Risk Management Framework (ORMF) which includes an organisational set-up comprising the Board of Directors, Risk Management Committee (RMC) of the Board, Operational Risk Management Committee (ORMC), Operational Risk Management (ORM) section in the Risk Management Department and nodal officers from various functions and departments. The operating procedures for operational risk are guided by the Board-approved Operational Risk Management Policy which aims at identifying, monitoring, measuring and managing operational risks associated with banking activities. Your Bank has robust internal systems and procedures for mitigation of inherent risks spread across various business activities and operations. It manages the operational risks through Key Risk Indicators (KRIs) and Risk Control Self-Assessment (RCSA) exercises and periodically updates these outcomes to the Operational Risk Management Committee (ORMC) and the Risk Management Committee (RMC) of the Board. Operational risk loss events from across the Bank are collated and presented to the Operational Risk Management Committee (ORMC) along with the root cause analysis. Your Bank also conducts stress testing exercises on a quarterly basis in order to study the impact of stressed operational risk losses on its earnings and capital. This is aided by measurement and reporting of any breach in the Board-approved Risk Appetite limits for operational risk. At present, the Bank has adopted the Basic Indicator Approach (BIA) for computation of Operational Risk Regulatory Capital and Risk Weighted Assets. At the same time, the Bank is also ready with Operational Risk Regulatory Capital Computation under Basel III Standardised approach. Your Bank has created a centralised platform for digital hosting of all internal policies, products, manuals and Standard Operating Procedures (SOPs) at one place in order to ensure timely updation and easy access to the employees.
Business Continuity Management
Your Bank has robust Business Continuity Management (BCM) processes to mitigate business disruptions and life-threatening events. Your Bank has been awarded ISO 22301:2019 certification for its Bank-wide coverage of Business Continuity Management. In order to safeguard human life & to ensure continuity in banking services during disruption or disaster, the Bank has put in place a well-defined BCM framework. The Business Continuity Plan (BCP) documents for all the important departments, inter alia, incorporate the modalities, in an event of business disruption or disaster and consequent recovery strategies and plans. Besides, a comprehensive Disaster Management Plan (DMP) is deployed for its major establishments to safeguard human lives and minimise damage to valuable assets during disaster. The resilience of these plans under different disruption scenarios are tested on an on-going basis through BCP testing exercises, Disaster Recovery (DR) drills and holistic DR Drills for critical IT applications and mock evacuation drills are conducted at the Banks owned premises.
Information Technology Risk
Your Bank has taken a series of steps to improve its Information Technology (IT) risk management and control. Your Bank has set up a state-of-the-art Security Operation Centre (SOC) at its Data Centre (DC) at Navi Mumbai and at Disaster Recovery (DR) site at Chennai to ensure sustained availability of the Banks systems. The 24x7 Security Operation Centre (SOC) is a Command Centre for countering cyber threats and ensuring compliance with the Banks Information Security Policy and Cyber Security Policy besides fulfilling the Banks objective of providing safe and secure banking to its customers. Further, through the SOC, your Bank centrally monitors security devices like firewalls, routers, Intrusion Detection System (IDS) devices/ Intrusion Prevention System (IPS) devices, Privileged Identity Management (PIM), antivirus, phishing/ malware attempts and takes corrective actions. Your Bank regularly conducts Vulnerability Assessment & Penetration Testing (VAPT) of applications facing Internet, viz. Finacle E-Banking Application (FEBA), Mobile Banking, Mail Messaging, etc.
Your Bank has successfully implemented the RBIs recommendations pertaining to Information Security, Electronic Banking, Technology Risk Management and Cyber Frauds and the RBIs Cyber Security Framework for banks. Your Bank has put in place an appropriate organisational framework, as recommended in the guidelines, which includes an exclusive Information Security Group (ISG) headed by the Chief Information Security Officer (CISO) who reports to the Chief Risk Officer (CRO) of the Bank.
Your Bank has put in place distinct Information Security Policy (ISP), Cyber Security Policy (CSP) and Cyber Crisis Management Plan (CCMP), which articulate management intent and direction for addressing cyber security risks. Your Bank conducts and participates in various types of cyber drills, table-top exercises, phishing simulation exercises and breach readiness exercises to check and maintain the health of its information security set-up.
Information Security Awareness has been included as a mandatory session in the Induction Programme for new recruits of the Bank. The members of the senior management of the Bank attended IT Risk programme at Institute for Development & Research in Banking Technology (IDRBT). Apart from conducting regular information security awareness programmes for the employees, various information security precautions are also communicated to customers through mailers, SMSes, ATMs and posters, to minimise/ thwart the attempts of any security breach. The Bank observes the
‘Cyber Jagrookta (Awareness) Diwas on the first Wednesday of every month in line with the GoI guidelines. Moreover, the Bank also extends cyber security related hygiene programme/ assessments for outsourced staff.
The IT infrastructure and systems have been implemented within a robust information security framework including solutions on both perimeter and end-points. Your Banks Data Centre (DC), Disaster Recovery (DR) Centre as well as Near DR (NDR) Centre are certified with the latest ISO 27001:2022 information security standards. Your Banks Near DR ensures zero data loss for critical transaction systems. The Information Security Steering Committee (ISSC) of the Bank provides directions and guidance for mitigating IT risk in the information systems and provides direction on the status of observations identified through Vulnerability Assessment & Penetration Testing (VAPT)/ Application Security Testing (AppSec) process. The cyber security posture, various security incidents and the policies are placed before the IT Strategy Committee of the Board (ITSCB) for necessary directions. The policies are reviewed and recommended by ITSCB to the Board for approval. Several information security solutions have been implemented like Privileged Identity Access Management, Next-Generation-Firewall Solution, Antivirus, Honeypot Solution, Patch Management Solution, Active Directory, Web/ Mail Gateways, Endpoint and Universal Serial Bus (USB) encryption, Data Leakage Prevention (DLP) solution, Advanced Persistent Threat (APT), Network Access Control (NAC), Web Application Firewall (WAF), XDR (Extended Detection & Response), etc. to protect customer data, prevent external attacks as well as to strengthen internal controls.
Fraud Risk Management
During FY 2024-25, the RBI issued new Master Directions on Fraud Risk Management function in Commercial Banks, stipulating banks to set up an appropriate organisational structure for institutionalisation of Fraud Risk Management within their overall risk management functions and departments. Accordingly, your Bank has re-organised the Fraud Monitoring, Examination and Enterprise-wide Fraud Risk Management Solution (EFRMS) functions under an umbrella named as Fraud Risk Management Group (FRMG). The Fraud Monitoring & Examination team is the nodal point for examination and reporting of frauds as per the Banks internal policy and monitoring of the remedial actions taken to prevent re-occurrence of frauds. Your Bank issues necessary advisories/ circulars from time-to-time aimed at strengthening of internal control and putting in place need-based remedial measures. The Fraud Risk Management (FRM) Policy contains guidelines for early detection, prevention, reporting, monitoring and follow-up of frauds. The Bank has issued various internal circulars on prompt reporting of frauds and timelines for reporting of fraud incidents, reiterating the importance of timely reporting of frauds to the RBI.
The EFRMS team focusses on risk-based monitoring of suspicious transactions across various digital banking platforms and applications. In order to achieve fraud detection and real-time prevention, the Bank deploys detection rules and predictive analytical models within the high performance EFRMS. The risk-based suspicious transaction monitoring activity, which operates on 24x7 basis, has been extended to cover all digital channel transactions of the Bank. During FY 2024-25, the Bank has progressively implemented various rules based on emerging digital payment fraud modus operandi. Further, customers are being made aware about latest fraud modus operandi and precautionary measures through emails and fraud awareness related posts on social media platforms. These initiatives empower customers of your Bank to transact and make their digital payments in a safer and more secure environment.
Offsite Monitoring System
The Offsite Monitoring System (OMS) is a tool to detect errors and omissions arising out of day-to-day operations in Finacle and generate alert for monitoring and undertaking necessary corrective action. The OMS rules identify exceptions that may expose the Bank to regulatory, financial and operational risks. Existing rules and Turnaround Time (TAT) for closure of OMS alerts are reviewed on an annual basis in line with changing guidelines.
Climate Risk Management
The Bank has integrated climate risk management into its overall risk management framework by evaluating climate-related risks. This process involves identifying exposures, assessing potential impacts and continuously monitoring its business portfolio.
During the year, the Bank has undertaken various climate risk-related initiatives. It has computed financed emissions for a sample of its fund-based industry portfolio exposure as of December 2024, based on Partnership for Carbon Accounting Financials (PCAF) guidelines. This exercise has helped the Bank to understand the climate risks in the sampled exposure.
The Bank has done physical risks assessment for its mortgage assets, ensuring an understanding of the potential impacts and vulnerabilities of climate-related events on its assets. Additionally, the Bank circulates a quarterly internal newsletter to raise awareness among employees about the latest developments, risks, and mitigation strategies relating to climate change.
The Bank is committed to continuously enhancing its climate risk management practices. It plans to integrate Environmental, Social & Governance (ESG) risks into its Risk Management Framework (RMF) in close consultation with various stakeholders. This integration will ensure that ESG risks are assessed and managed, further enhancing transparency and resilience.
The Banks Credit Policy imposes restrictions on industries that are harmful to the environment, such as those producing or consuming ozone-depleting substances, while promoting sustainable financing. Additionally, the Bank has a Board-approved policy on Green Deposits and a Financing Framework.
The Bank actively supports financing for renewable energy projects through its lending to various sectors, including solar energy, residential solar panels, compressed bio-gas, and commercial and passenger electric vehicles. Environmental risks are also integrated into the Banks internal rating system as part of the credit risk assessment for borrowers. The Banks Internal Capital Adequacy Assessment Process (ICAAP) Policy recognises climate risk as a significant risk to be studied.
Emerging Risk
Your Bank recognises several emerging risks, including climate change, cybersecurity threats, geopolitical risks, vendor risks, regulatory changes, technological disruptions and other near-term challenges, and is committed to taking proactive measures to address them. The Bank integrates various channels to demonstrate its commitment to resilience, ensuring customer security and safeguarding trust in a VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) world. The Bank continuously updates its cyber security posture to protect against potential threats. The Bank actively monitors global geopolitical developments and assesses their potential impact on its business. Additionally, the Bank monitors its geopolitical risks through counterparty bank and country exposures, ensuring that these risks are carefully managed. By maintaining a diversified portfolio and engaging in strategic planning, the Bank aims to mitigate the effects of geopolitical risks.
MANAGEMENT, CONTROLS AND SYSTEMS
Human Capital: Empowering Employees & Improving Employee Experience
Your Bank believes that its employees are the foundation of its success. The Bank has always been committed to building an agile and future-ready organisational environment where employees can excel and realise their aspirations, thereby contributing to the Banks strategic goals. While addressing various business challenges, your Bank has undertaken a significant re-alignment of strategy, structure, systems and technology. Efforts to enhance employee experience has always been at the core of all strategic interventions. In line with its commitment to fostering a people–centric culture, your Bank has implemented various initiatives to empower employees and enhance their overall experience. There has always been a strong focus on creating a culture that balances market orientation with employee well-being. Few of the measures undertaken in this regard are as follows:
Future-ready Talent Acquisition: Your Bank is on the growth trajectory and has been transforming itself as a new-age private sector bank with a young workforce. A multi-pronged talent acquisition strategy has been successful in onboarding young talent through the Banks Campus Connect programme, collaborations with educational institutes to provide trained officers and direct recruitment. The focus is on recruiting talent with the necessary skill sets for organisational growth. During the year, your Bank recruited 2,755 individuals in various grades as given below:
| Grade | Total |
| Executive- Sales & Operations | 1,337 |
| Grade O (Junior Assistant Manager) | 1,146 |
| Grade A (Assistant Manager) | 204 |
| Grade B (Manager) | 41 |
| Grade C (Assistant General Manager) | 17 |
| Grade D (Deputy General Manager) | 2 |
| Grade E (General Manager) | 2 |
| Grade F (Chief General Manager)* | 2 |
| Deputy Managing Director | 1 |
| Clerical# | 3 |
| Total | 2,755 |
As on March 31, 2025, your Bank had total staff strength of 19,731 as follows:
| Class | Total* |
| Officers | 16,923 |
| Executives | 2,164 |
| Clerical | 312 |
| Subordinate | 332 |
| Total | 19,731 |
* - The count includes employees on contract
Talent Management: Your Bank believes in holistic development of human capital and has deployed strategic interventions to provide all-round development of employees through the following measures:
Manpower deployment - Optimising workforceefficiency:YourBankhasstrategically focussed on manpower deployment to ensure optimal workforce utilisation and operational efficiency. Your Bank has implemented data-driven workforce planning to align staf_ng with business needs, enhancing productivity across all the functions. Your Bank has a robust manpower deployment mechanism for facilitating organisational and statutory requirements while keeping in view employees growth. Placements are done to develop competencies and skills of officers through exposure to wider and diverse operational areas. This is also facilitated through the capacity building framework which envisages optimising skills of individuals through specific intervention by way of knowledge upgradation and enhancing existing skill sets. Further, movement of officers including officers holding sensitive positions is guided by the framework provided in Officers Rotation and Transfer Policy.
Performance Management System - Driving Excellence and Growth: Your Bank has put in place a performance appraisal system, i.e. IDBI Performance Assessment & Continuous Evaluation System (i-PACE), with the objective to foster a high–performance, compliance-oriented culture and to align employee goals with organisational objectives. i-PACE includes standardised Key Result Areas (KRAs) for similar roles with uniform weightage and direct system/ dashboard linkages for most of the measurable KRAs. Your Bank has a performance-linked variable pay plan, motivating employees to strive for excellence. Your Bank remains committed to fostering a culture of meritocracy, continuous improvement and employee empowerment through a robust Performance Management System.
Professional Growth - Enabling Career Advancement and Excellence: Opportunities in varied aspects of banking, viz. Retail, Corporate, Trade Finance, Treasury, Government Business, etc., sales, operations and support functions provide ample scope to have a rounded professional growth. Younger employees are placing more emphasis on learning and competitive landscapes are continually changing. Your Bank has prioritised professional growth initiatives to empower employees with the skills and knowledge needed for career advancement. To facilitate continuous learning by employees, your Bank has also been reimbursing fees of courses/ certification programmes in relevant areas.
Succession Planning: Your Bank has put in place a Policy for Succession Planning at critical senior positions of Executive Director and Chief General Manager to ensure business continuity and a leadership pipeline. The policy provides a holistic framework for creating leadership pipeline for senior positions to ensure business steadiness when identified critical positions are vacated.
Looking at Holistic Well-being: Your Bank has embraced a holistic approach to employee well-being, recognising that true success comes from a balance of professional growth, personal fulfillment and a supportive work environment. Your Bank has curated an employee experience that helps them perform better, have a sharper focus at their jobs and feel a sense of belonging, accomplishment and fulfillment in their work.
Health and Well-being: Your Bank provides medical facilities for employees and their dependents which include hospitalisation cover, reimbursement of domiciliary treatment, comprehensive health check-ups, services of the Banks Medical Officers at major centres, etc. To take care of employees emotional well-being, your Bank has an employee well-being and assistance programme, namely ‘i-Care, wherein support of trained professional counsellors can be availed by employees and their dependents. To encourage a healthy lifestyle, well-being among employees, your Bank has conducted annual sports, cultural events at its Head Office in Mumbai and Zonal Offices. Your Bank has also introduced a Scheme for reimbursement of registration fee (one-time) for participation in major marathon events.
Loans & Advances: Your Bank extends loans and advances at a soft rate of interest and concessional terms of repayment which enables employees to fulfill their dreams of owning their dream home/ car. The employees are also given an option to carry forward repayment of home loans beyond the age of retirement, which ensures that the entire life-cycle of the employee is sheltered.
Scholarship for wards of employees: Your Bank has introduced a Scheme – ‘i-Shiksha – to reward meritorious wards of all its employees for exemplary academic performance in Class X/ XII Board examinations. During FY 2024-25, your
Bank disbursed Dr. B. R. Ambedkar Scholarship to the children of Class III & IV employees from the Scheduled Castes (SCs)/ Scheduled Tribes (STs) category.
Compassionate Schemes: To ensure that bereaved family members of employees who die in harness do not face financial difficulties, your Bank has put in place schemes to provide compassionate appointment to dependent family members/ payment of ex-gratia amount and financial support. Life insurance cover is provided to all employees and all outstanding staff loans are covered under insurance schemes.
Legal & Financial Assistance: Your Bank has put in place a Scheme for Extending Financial and Legal Assistance to its Directors/ Officers/ Employees and a Directors and Officers Liability Insurance Policy.
Diversity and Inclusion: Your Bank has continued its efforts in promoting diversity and inclusion in the workforce. Your Bank has implemented inclusive hiring practices, promoting equal opportunity across all levels of the organisation. Your Bank continues to recruit persons with disabilities and applicable guidelines on reservation are followed. As on March 31, 2025, the representation of Scheduled Castes (SCs)/ Scheduled Tribes (STs)/ Other Backward Classes (OBCs)/ Economically Weaker Sections (EWSs) in the Banks total manpower was as follows:
| CLASS | SC | ST | OBC | EWS |
| Officers | 2,445 | 987 | 4,519 | 368 |
| Executives | 350 | 126 | 789 | 307 |
| Clerical | 41 | 17 | 38 | 0 |
| Subordinate | 87 | 26 | 69 | 0 |
| Total | 2,923 | 1,156 | 5,415 | 675 |
Industrial Relations: The industrial relations climate in your Bank has generally been cordial, during the year, with most of the issues having been resolved amicably. The Bank has been holding meetings with the Associations and Unions in its endeavor to have constructive dialogue for understanding and addressing grievances of officers/ employees. The Associations and Unions have also been responsive and proactive while addressing various issues.
Prevention of Sexual Harassment at Workplace (POSH)
With the aim of providing quick assistance and immediate support to the aggrieved women on account of occurrence of an untoward incident, an e-mail-based grievance mechanism has been put in place by the Bank to enable them to lodge complaints of sexual harassment faced by them at their workplace, directly to the members of Internal Committees.
Disclosures under the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013
With the objective of creating a safe and friendly work environment and ensuring prevention of sexual harassment at workplace, the Bank, in line with the requirements of The Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013, has set up twelve Internal Committees to redress the complaints received regarding sexual harassment of women at workplace. During FY 2024-25, the Bank received 12 (twelve) complaints which were attended by the respective Internal Committees. As on March 31, 2025, four complaints are under process.
Ethics and Compliance: Your Bank has introduced the concept of Chief Ethics Officer/ Zonal Ethics Officers to ensure promulgation of an ethical and compliant culture throughout the Bank.
Learning and Employee Engagement (L&ED)
IDBI Learning Ecosystem: Invest in learning and make a difference
Learning and Employee Engagement is the driving force behind building a competent and confident team, essential for achieving business and compliance excellence. Your Bank remains committed to ensuring that every employee is included in appropriate learning programmes, thoughtfully aligned with the Banks vision of investing in employee development and empowerment. These programmes are customised to meet learning needs identified by the Zones and Verticals, ensuring a strategic approach to skill enhancement.
The Year in Learning focussed on:
Compliance, Control & Ethics (CCE) in every programme
Digitising Learning for a future-ready workforce
Maximising expertise through Collaborative Learning
Learning – Aiming for Growth and Excellence:
Your Bank views learning not as a mandatory assignment, but as a strategic tool to identify knowledge and skill gaps and bridge them through customised programmes and workshops. The approach is centred on individual learning needs, ensuring they are addressed through a well-balanced mix of online and of_ine learning initiatives. The employee coverage in learning programmes during the year is as follows:
Out of total 19,731 employees, 19,307 attended online/ of_ine learning programmes during the year.
Man-Days Targeted and Achieved Across Employee Categories:
As per the Learning & Employee Engagement (L&ED) policy, a minimum number of man-days has been defined for the development of employees across various categories. Your Bank has not only met but exceeded these targets (107%), reflecting a strong commitment to continuous learning and capacity building.
Designing the Mapping of Various Learning Programmes:
A structured approach has been adopted to design and map learning programmes to the specific roles, responsibilities and development needs of employees. This mapping ensures alignment with organisational goals and individual career progression. Programmes are categorised based on functional, behavioural, regulatory and leadership competencies, enabling targeted learning interventions for each employee category:
Behavioural Programmes
_ "BSPIBO__.Z4UFQTUPXBSET&YDFMMFODF
Your Bank is committed to empower its employees and building a competent and confident workforce across country.
To support this vision, Aarohan - an in-house motivational programme - has been designed for employees up to Grade D. The programme carries a strong and inspiring message:
‘Everyone has the power to write their own destiny.
Aarohan introduces practical self-empowerment tools aimed at helping individuals strive for excellence in both their personal and professional lives.
The sessions covered the following key areas:
Impact Leadership
A two-day ‘Leadership Development programme was organised for General Managers in collaboration with the Entrepreneurship Development Institute of India (EDII), Ahmedabad, with a focus on enhancing leadership skills. The programme comprised one-day in-house Aarohan programme and one- day on ‘Entrepreneurial Thinking by EDII. A total of 205 General Managers (95%) participated in the programmes held at the Head Office, IDBI Centre for Excellence in Banking and Finance (ICBF), Hyderabad and in Delhi.
Management Development Programme
A Management Development Programme was conducted for Executive Directors and Chief General Managers at IIM, Kolkata. The programme focussed on managing high-performance teams, equipping senior leaders with strategies to foster collaboration, drive results and lead with impact.
Wellness Programme for Subordinate Staff
A two-day motivational programme focusing on mental and physical fitness was conducted for subordinate staff across the country. A total number of 27 programmes were conducted covering 457 employees.
Soft Skills Customised Sessions
Exclusive sessions have been integrated into the programmes to facilitate experiential and situational learning, customised to specific requirements. These sessions aim to deepen understanding and enhance practical application of key concepts through real-world scenarios.
Role-Based Workshops
Your Bank has initiated Role-Based workshops for various positions in the branches, including branch heads, asset officers, service and operations managers, relationship managers, customer service executives and teller service executives. These workshops, comprehensively covered functional and behavioural sessions while emphasising compliance, control and ethical practices. The aim is to bridge knowledge and skill gaps and develop confidence in employees as they take on new or existing roles. The progress of Role-Based Workshops is as follows:
Your Bank has initiated efforts to hand hold the employees in specialised areas through Online Capsule Programmes. These programmes are conducted after business hours, reaching
‘Employees at their Desks. The aim is to cover the full branch in place of individual employees, as the programmes are conducted through Teams meeting. This facilitates maximum branch participation.
The following Online Capsule Programmes have been conducted this year:
• Daily Discipline: Compliance, Control & Ethics (CCE)
• MSME Gyanshala
• Agri Gyanshala
• Trade Finance – A Simpli_ed Guide
• KYC Excellence Drive
Based on the specific learning requirements of various verticals, both in-house and external training programmes have been organised. For specialised skill development, officers have been nominated for external programmes and collaborative sessions have been conducted with the support of external experts. These initiatives have particularly focussed on key functional areas such as Treasury, Credit, Trade Finance, Audit, Compliance, Operations, IT and other critical domains. A total number of 58 programmes have been conducted covering 1,534 officers. Also 949 officers from various verticals have been nominated in 105 programmes to various specialised institutes, viz. Administrative Staff College of India (ASCI), State Bank Institute of Rural Development (SBIRD), College of Agricultural Banking (CAB), Centre For Advanced Financial Research And Learning (CAFRAL), CRISIL Ltd., Foreign Exchange Dealers Association of India (FEDAI), Federation of Indian Chambers of Commerce & Industry (FICCI), etc.
Your Bank has worked on a new approach of location convenience programme, by developing customised programme based on the collective concerns of a nearby branch clusters. These programmes are conducted in the evenings at branch locations by the facilitators ensuring minimal disruptions to daily operations.
Developing future leaders has always been a priority for your Bank. To enhance their onboarding experience, competencies, familiarising them with the Banks work culture, growth opportunities, their roles & expectations etc., institutional tie up programmes and induction programmes for assistant managers, junior assistant managers and lateral recruits, executives have been reviewed to maintain a competitive edge. The following programmes have been conducted in the year: Induction programme for new joinees conducted at ICBF, Hyderabad and IDBI Learning Centres at various Zones covering topics such as, About the Bank, work culture, role, responsibility, compliance, control and ethics aspects. A total number of 136 programmes have been conducted covering 3,030 participants. Talent Development Programme were organised for developing expertise in specialised areas. The following programmes were conducted:
ntensive redit anagement rogramme
(ICMP) for developing credit skills among LCG/ MCG officers; and
nformation Sstems _ 5echnolog cellence
Programme (INFOSTEP) for newly recruited IT officers. Exclusive programme for First Time Branch Heads
- Dedicated programmes focused on leadership development, problem-solving and interpersonal management have been conducted for first time branch heads. A total number of eight programmes were conducted covering 203 branch heads.
Your Bank aims for the digitisation of learning, providing convenience to the participants and saving time and cost. Mandatory programmes as per the regulatory guidelines have been developed into e-learning modules to provide easy access to employees. This approach has yielded good results with a higher completion percentage by all the employees. Participants coverage in regulatory compliance module has been 99.25%.
To facilitate convenient access to the latest developments, Bank guidelines, products and processes to the employees, your Bank has undertaken efforts to update e-learning modules with support of subject matter experts. These modules are accessible online including on mobile.
Virtual programmes were thoughtfully designed and conducted both internally and in collaboration with external institutes. These initiatives have been well-received, providing participants with valuable learning experiences.
To promote digitisation, specialised topics have been covered under ‘Online Capsule Programmes. This initiative has significantly enhanced accessibility and engagement among employees.
industry relevance for Board Members and Senior Management
Security
An exclusive quarterly programme is designed for employees scheduled to retire in the upcoming quarters, focusing on financial planning, emotional readiness, lifestyle adjustments and exploring post-retirement opportunities to ensure a smooth and fulfilling transition.
QII is being measured in a systematic manner for Role-based workshops and Online Capsule programmes to assess employees understanding, knowledge enhancement and the value they create at the workplace after a certain period post-programme. The QII is derived based on the following parameters:
a. Exit Test Assessment - Measures knowledge retention post-programme.
b. Employee Feedback - Captures the participants perception about the programme and its applicability at the workplace.
c. Feedback from Reporting Authority - Taken after a defined period to evaluate functional and behavioural improvements and changes in the employee.
d. Feedback from Reviewing Authority - Collected after a gap to assess sustained impact and overall contribution.
e. Business Growth - Evaluated in product specific programmes such as ‘MSME Gyanshala and ‘Agri Gyanshala, to measure improvements in business performance.
f. Reduction in Operational Pendency - Assessed based on reduction in operational area pendency.
Your Bank has conducted 40 of_ine/ virtual learning programmes for other banks covering 1,228 participants in various areas, leveraging internal and external expertise. This initiative strengthens connect with other institutes and helps exploring future collaborations for mutual benefit.
To inculcate a habit of continuous learning, your Bank has launched various employee engagement activities such as Learning Wednesday – a dedicated day for updating knowledge and learning new skills in a team by the employees at branches, Regions, Zones and verticals, IDBI Knowledge Cup – a Bank-level quiz competition – wherein teams of Regions and verticals have participated in the first round, winning teams reach the second level and final round conducted among Zone and vertical winners, Rapid Fire on Compliance – it was conducted on the last day of all functional programmes in ILCs and ICBF. This collaborative learning approach is yielding positive outcomes.
Knowledge updation through e-Publications
For knowledge updation on your Banks products, processes and guidelines and enhancing awareness of current economic conditions, the world economy, regulators guidelines etc., your Bank has developed and regularly updated internal e-publications and uploaded on Intranet – ‘QBank – Question Bank for knowledge updation and ‘GK+ is prepared for awareness about the economy, regulator guidelines and the world around us. A new comprehensive L&ED webpage is developed incorporating circulars, SOPs, programme details, PPTs, motivational columns etc.
To ensure the effectiveness of learning programmes, faculty development is essential. Recognising this, your Bank has made significant investments in this area by organising various initiatives such as the Faculty Development Programme (FDP) by Management Development Institute (MDI) Gurgaon and the ‘Train the Trainer programme for the in-house Behavioural Science initiative. These efforts aim to enhance the competency levels of facilitators and strengthen the overall learning ecosystem.
ADMINISTRATION AND INFRASTRUCTURE MANAGEMENT
During FY 2024-25, the Bank set up 76 new branches pan-India basis. The Infrastructure Management Department (IMD) of your Bank has completed relocation and major renovation of about 100 branches in various Zones. Construction of office buildings comprising IT centre, training halls and hostel facility have been initiated at ICBF, Hyderabad. For improving compliance, the Banks procurement manual has been prepared during the year. Your Bank undertook implementation of solar power plants in various owned properties. A new Zonal office at Kochi was set up during the year.
INTERNAL AUDIT
Your Bank has a dedicated Internal Audit Department, which evaluates the adherence to internal policies, procedures and regulatory guidelines as also provides objective assurance on the effectiveness of internal controls, risk management and governance processes within the Bank and suggests improvements. The Audit function has adopted the Risk Based Audit approach and audit activities covering the entire spectrum of the Banks business and support verticals spread across Head Office, Zonal Offices, Regional Offices, branches and non-branch segments. The Risk Based Internal Audit framework is reviewed and revised periodically to align it with the changing business environment and also promote a strict compliance culture. The Internal Audit Department functions under the overall guidance and supervision of the Audit Committee of the Board (ACB).
The Audit function is governed by (i) Risk Based Internal Audit Policy; (ii) Concurrent Audit Policy; and (iii) Information Systems Audit Policy. As part of the Risk Based Internal Audit Programme, the Audit Department of your Bank conducts various audits, viz. Branch Audit, Management Audit of Zones and Regions, Credit Audit, Information Systems Audit, Concurrent Audit, Departmental Audit, Expenditure Audit, etc. In addition to the normal audits, the Audit Department also undertakes Surprise Audit, Dynamic Audit, Snap Audit, Thematic Audit, etc. to ensure robustness of the internal control mechanism. A Zonal Audit Office (ZAO) structure has been created in order to ensure focussed attention on branch audits and for effective follow-up. The audit process is undertaken through a web-based application, viz. the Audit Management System, which can be accessed by respective officers of auditee units on real-time basis for monitoring of compliances. In addition, the Audit Department also manages the functions of: (i) Staff Accountability under Staff Accountability Policy, (ii) Long Form Audit Report and (iii) Internal Financial Controls over Financial Report. The Audit function has deployed suitably qualified and skilled manpower, which proactively recommends improvements in processes and service quality to mitigate operational, financial and regulatory risks, etc., wherever deemed fit and provides timely feedback to the Management for corrective actions.
Long Form Audit Report (LFAR)
Finalisation of Long Form Audit Report (LFAR) by the Statutory Central Auditors (SCAs) is being facilitated by the Internal Audit Department by co-ordinating with the branches of the Bank for compiling and sharing information to the SCAs. An online system has been developed for inputting of LFAR observations and submission of its compliance/ data by the branches and generation of consolidated reports for use by the SCAs. The Audit Department undertakes follow-up with the concerned departments/ verticals to ensure timely compliance for the observations made in LFAR. Inter-Vertical meetings, including meetings with Zones, are held for maximising compliance with LFAR observations. Also, Audit Department regularly issues advisories to the Dealing Groups (DG) to set proactive measures by the DGs within preventive control system in bridging gaps and to be in preparedness to timely address anomalies, which otherwise may form a part of LFAR observations, thus fostering an on-going compliance culture in the Bank.
Internal Financial Control over Financial Reporting (IFCO-FR)
The Risk Control Matrices (RCMs) under IFCO-FR framework are periodically reviewed internally and updated with change in processes, if any, under guidance of external consultants and with suggestions of Statutory Central Auditors (SCAs) to enhance the coverage. The External Consultant appointed by the Bank conducts independent testing of various risk defined internal process controls and validates the same on quarterly basis by visiting branches, asset processing centre and Trade Finance Centre on sample at different locations. Internal Audit Department facilitates independent validation by external consultants after periodical assessment and review of controls under the framework in association with business process owners. The independent evaluation of effectiveness of Risk Control by the external consultant provides assurance that (i) adequate internal financial control systems are in place; and (ii) the operating effectiveness of such controls. Internal Audit Department carries out an on-going exercise to sensitise the concerned business functions to ensure that adequate measures are taken for the RCMs in an effort to close all the open issues in time.
Information Systems (IS) Audit
Information Systems (IS) Audit is an integral part of the Banks Internal Audit function and plays an important role to review all aspects of technology, its business impacts and risks associated with the technologies on an on-going basis. In view of large-scale adoption of Information Technology in all sectors particularly in banking, it is essential to review these systems frequently to ensure that basic controls and security systems are in place for all information systems and the concerned departments are following best practices. The Banks Information Systems (IS) Audit function plays a pivotal role in ensuring the integrity, confidentiality, and availability of the Banks IT Assets by encompassing various types of audits, viz. IT Systems/ Applications, IT Infrastructure, IT related policies/ processes, branches and outsourced IT service providers. Adhering to the RBIs guidelines on ‘Independent Assurance of the Audit function, the Banks IS Audit provides assurance to both, the Management and the Regulators. Through periodic quality assurance reviews, the effectiveness and efficiency of the Banks Internal Audit function is validated, reinforcing commitment to robust governance practices. The Bank has updated its comprehensive IS Audit Policy to address evolving threats and regulatory requirements. Internal and external training programmes are regularly conducted to update IS Auditors about the emerging technologies, Information Security best practices and the
RBIs Master Directions/ advisories/ circulars to ensure that IS Audit is well versed with the latest developments in the technological and business areas. The Bank is undertaking continuous improvement in its governance practices relating to information systems audit. IS Audit through regular audits, reviews, assessments and feedback mechanisms, identifies areas for improvement and measures to be implemented strengthen the governance framework in the Bank.
Concurrent Audit
The Concurrent Audit (CA) system is a part of the Banks Early-Warning System to detect irregularities/ lapses, which helps in checking violations of the internal and regulatory guidelines in controlling risks and in preventing fraudulent transactions. The CA system is essentially a control process which is integral to the establishment of sound internal accounting systems and effective controls. In compliance with the RBI guidelines, as per the Board-approved Concurrent Audit (CA) Policy of the Bank, the Concurrent Audit (CA) is carried out in the branches based on risk perception and volume of business handled, Specialised/ Non-RBG units such as Large Corporate Groups (LCGs), Mid Corporate Groups (MCGs), Trade Finance Centres (TFCs), Retail Asset Centres (RACs), Currency Chests, Treasury etc. and all Centralised Processing Centres like Credit Solutions Centre Hubs, Centralised account opening divisions (RPUs), etc. As per the Board-approved CA Policy of the Bank, the CA is required to cover 70% of deposits and 70% of advances of the Bank. Accordingly, the Bank has covered 1,569 auditee units under Concurrent Audit during the 2024-25 audit cycle, with coverage of 83.88% of deposits and 83.24% of advances. The Concurrent Auditors performance is closely monitored by the Zonal Audit Offices and the Banks Head Office on a continuous basis for qualitative reports and timely submission. Further, ad-hoc audit is also conducted by concerned Zonal Audit Offices on quarterly basis for the Rural - Financial Inclusion/ Rural branches rated as high risk or above and at units where Concurrent Auditor could not be appointed due to non-availability of CA at these locations to mitigate the risk. Regular meetings are being conducted with the concurrent auditors. Further as a supervisory control, a formal meeting by General Manager (GM)/ Deputy General Manager (DGM) ZAO is conducted with the Concurrent Auditors and Auditee Unit once in every three months.
Credit Audit
Your Bank has a system of Credit Audit for detailed review of selected accounts to ensure improvement in quality of credit portfolio. Credit Audit covers important aspects like adequacy of appraisal, compliance with internal and regulatory guidelines, adequacy of documentation and security creation, examining conduct of account, etc. The borrower accounts for credit audit are identified on the basis of defined criteria: (i) all new, takeover and enhancement proposals and proposals for renewal/ renewal-cum-enhancement of limits and corporate renewal cases which are rated BBB & below, with sanction limits equal to or above a cut-off depending upon the size of activity; (ii) Below Investment Grade (if migrated from Investment Grade during the review period).
Investigative Audits or Special Investigative Audits (IAs/ SIAs)
Special Investigative Audits/ Investigative Audits (SIAs/ IAs) were carried out by the Audit Department at various branches/ Retail Asset Centers (RACs) based on various triggers. Investigations carried out by the Audit Department play a vital role in bringing about systemic improvements, improvements in policies, product guidelines, processes and procedures, helping in strengthening the controls and drawing attention to better overall monitoring of the branches. Early trigger provided by SIAs/ IAs have helped the Zones to initiate timely recovery/ legal actions and to arrest slippage of accounts into Non-Performing Assets (NPAs). Significant observations emerging out of these SIAs are being presented to an Executive Director (ED) level Committee for SIA /IA for necessary directions. Corrective steps taken thereon are being reported to the Audit Committee of the Board (ACB). Lapses/ gaps emerging out of SIAs/ IAs are shared with branches as well as with the controlling units in order to avoid recurrence of such lapses with a focus on strengthening the compliance culture not only at branch level but also at Supervisory level.
Staff Accountability
Your Bank has a dedicated team for examining staff accountability issues under Board-approved, Staff Accountability (SA) Policy, which is reviewed every year and aims at safeguarding the larger interests of the Bank by identifying the areas where the rules and procedures designed to protect the interests of the Bank are not being followed by the staff, which has resulted in a loss to the bank. This exercise helps the organisation to take necessary corrective steps by way of improvement in systems and procedures, strengthening any knowledge gaps by way of training and mentoring, or by any other action to create an environment which could be conducive for better compliance of the guidelines and processes.
VIGILANCE MECHANISM
Your Bank has a Vigilance Department (VgD), headed by a Chief Vigilance Officer (CVO), at its Head Office in Mumbai. Your Bank has also set up Vigilance teams at all its Zonal Offices (ZOs) in order to achieve better control and to ensure monitoring of vigilance activities at the zonal level.
The CVO oversees all functions relating to the vigilance matters in the Bank, with a wide scope/ coverage, including (i) collecting intelligence about corrupt practices committed or likely to be committed by the employees of the Bank; (ii) processing of vigilance cases, investigating or initiating investigations into complaints with vigilance overtones and verifiable allegations; (iii) processing of Investigation Reports for further consideration of the Disciplinary Authority; (iv) referring the matters, wherever necessary, to the Central Vigilance Commission (CVC) for their consideration/ advice; (v) taking measures to prevent commission of malpractices/ misconducts; (vi) co-ordinating and liasioning with various law enforcement agencies, among other activities.
Your Banks Intranet has a dedicated webpage of the Vigilance Department, which provides an overview of its functions, format of Standard Notice of the CVC which is stipulated to be displayed at the Banks branches/ offices, important circulars/ guidelines issued from time-to-time by the CVC, Chief Technical Examiners Organisation (CTEO) of CVC, as also by your Bank and Dos and Donts of Preventive Vigilance. The efforts made by the Vigilance Department have helped in enhancing the level of vigilance awareness amongst your Banks officers. The vigilance function comprises elements of both ‘Preventive Vigilance and ‘Punitive Vigilance. Preventive Vigilance is a continuous process, which strives to review the existing guidelines to ensure that set systems and procedures are being followed, to reduce use of discretion and to ensure sensitisation of / to create awareness amongst the employees as well as the stakeholders of the Bank on vigilance matters. Some of the preventive vigilance measures adopted by your Bank include undertaking of Onsite Monitoring/ Surprise Vigilance Visits (SVVs) and inspections on suo moto basis (on receiving source information of any suspected wrong-doing by staff/ outside elements) of various branches to detect malpractices, if any, and gauge adherence of laid down systems and procedures. Apart from this, Vigilance Department undertakes scrutiny of One Time Settlement (OTS)/ First Time Non-Performing Assets (FTNPAs), Annual Return of Assets & Liabilities (ARAL) of the officers of the Bank, Audit Reports of the Bank and issuance of advisories to curb irregularities found for systemic improvements, wherever necessary, and imparts training to employees on vigilance matters, etc. Your Bank is having a Vigilance Complaints Management Module (VCMM) for effective monitoring and quicker disposal of complaints relating to the vigilance matters.
As a part of efforts to combat corruption and also to enhance and to spread public awareness on vigilance matters in line with the directives of the CVC, your Bank observed Vigilance Awareness Culture of Integrity for Nations Prosperity). On the occasion, your Bank released a special e-journal for the benefit of all its employees. The Bank also conducted various competitions on online and of_ine modes like quiz, essay writing, cartoon and caricature drawing, coin-a-caption, memory games, crossword competition, etc. for staff members and their children on pan-India basis. Further, during the VAW 2024, a senior official from Central Vigilance Commission addressed the employees at the Head Office of your Bank. As a part of VAW 2024, your Banks employees took the integrity pledge through online mode. A link for taking integrity pledge was also sent to the Banks customers along with their account statements to support the _ght against corruption. Seminars and workshops were organised at various locations for the benefit of your Banks field functionaries, customers and general public. For the awareness among general public/ citizens, the VAW 2024 banners, posters were displayed at prominent locations at your Banks Zonal Offices (ZOs), Regional Offices (ROs), branches and also at other places with public interface. Your Bank also organised Gram Sabhas and awareness campaign at various locations.
In accordance with directives of the CVC, information regarding VAW-2024 was disseminated through your Banks website as well as its page/ handle on social media platforms.
The above mentioned efforts of the Bank for sensitising the employees by way of capacity building programmes and for identification and implementation of systemic improvement measures were recognised by CVC in its special issue magazine on VAW 2024- VIGEYE VANI.
REGULATORY COMPLIANCE
Your Bank ensures compliance of various statutory and regulatory guidelines laid down by the GoI, the RBI, the Securities and Exchange Board of India (SEBI) and other regulatory/ statutory bodies through a structured system of internal controls and tiered reviews. The Compliance Department located at your Banks Head Office, which is headed by a senior official in the rank of an Executive Director designated as Chief Compliance Officer (CCO), coordinates dissemination and internalisation of all the statutory and regulatory guidelines. Your Bank has put in place an extensive Board-approved Compliance Policy as per the RBI guidelines and reviews it annually. The role and responsibility with regard to the compliance function is clearly defined for all employees in your Bank. The Board is apprised at monthly intervals about important communications/ guidelines received from the RBI and other regulators/ agencies. Your Bank also carries out risk-based testing for validation of regulatory compliance as per the approved compliance testing plan. Your Bank has strengthened its internal compliance culture at granular level by implementing advanced technology application called ‘Cermo+ NXT and ‘Trackers, which enables proper data management and monitoring of level of compliances at bank-level as also submission of compliances to the RBI. Your Bank has also undertaken various other measures to improve compliance culture in the Bank.
RIGHT TO INFORMATION (RTI) ACT
Your Bank has designated Central Public Information Officers (CPIOs) for responding promptly to requests for information pertaining to various functional areas. In addition, all Branch Heads have been designated as Central Assistant Public Information Officers (CAPIOs) to receive and forward applications under the Right to Information (RTI) Act to CPIOs. Your Bank has designated a senior officer in the rank of Chief General Manager as First Appellate Authority (FAA) for dealing with appeals of aggrieved applicants. A Transparency Officer, in the rank of Executive Director, has been designated for effective implementation of provisions of Section 4 of the RTI Act. A separate link for the RTI Act has been provided on the Banks website (www.idbibank.in). Your Bank has also aligned with the Government of Indias RTI online portal, whereby citizens can seek the information and raise appeals under RTI Act through the portal (https://rtionline.gov.in).
PROGRESSIVE USE OF HINDI
During the period under review, your Bank made concerted efforts to increase usage of Official Language - Hindi and implementing the various provisions of Official Language Act and Rules of the GoI. All the verticals, departments, Zonal Offices and branches of your Bank made special efforts on regular basis to achieve the targets prescribed in the Annual Programme and other directives issued by Department of Official Language, Ministry of Home Affairs, GoI.
The Bank has taken several initiatives for the progressive use of Hindi in customer communications, viz. issuing ATM receipt in Hindi, sending SMS in Hindi, etc. During the year, necessary efforts were taken to provide in-depth information about the Banks products and schemes in Hindi on the Banks website. The Banks mobile application, GO Mobile+, is enabled with the facility of Hindi. Various types of posters, banners and other publicity material were displayed in Hindi as well as in regional languages for the benefit of customers. Hindi and regional languages were used in advertising campaigns for various Government social security schemes.
Your Bank uploaded template letters, forms, formats, annual reports, press release, advertisements, dictionaries, notings and other relevant reference materials in bilingual form on its Intranet to facilitate working in Hindi. Various incentive schemes were implemented and many competitions were organised to encourage staff members to use Hindi in their day-to-day official work. In order to progressively increase the usage of Hindi in different departments/ verticals at the Banks Head Office, Mumbai as well as in other offices, Rajbhasha workshops were organised in all its regions to familiarise the employees with the various requirements of Official Language implementation and use of Hindi Unicode.
The Bank also organised Rajbhasha fortnight in September 2024. Quarterly meetings (OLIC) were conducted to monitor the progress of implementation of Hindi in the branches/ departments and quarterly reports were forwarded to the Department of Official Language, Ministry of Home Affairs, GoI. Inspection of branches/ departments was done to ensure implementation of Hindi.
Your Banks endeavour to promote use of Hindi in the day-to-day official work received due recognition at various forums and was also conferred with awards during the year.
CUSTOMER SERVICE AND COMPLAINTS MANAGEMENT
Your Bank, in adhering to the spirit of its mission of being the most preferred and trusted bank for all its stakeholders, has adopted a customer-centric approach focussing on delighting customers with excellent service.
The Customer Care Centre (CCC) of your Bank reflects its commitment to timely resolution of complaints while upholding quality customer experience. In order to be responsive to changing customer needs and preferences, your Bank annually reviews its policies, viz. Customer Care Policy, Grievance Redressal Policy and Customer Rights Policy, in order to ensure that the policies are in sync with the latest developments as also empower the customers to resolve their grievances as per a defined system. Complaints received from all channels are handled in consonance with these policies which also include a time-based inbuilt escalation matrix with an internal alert mechanism wherein if the complaint is not resolved within the pre-defined Turn-Around Time (TAT), the same is escalated to the next level of authority towards a better complaint resolution management. Your Bank has designated Grievance Redressal Officers (GROs) at each of its 15 Zonal Offices and a Principal Nodal Officer (PNO) at the Head Office. Further, in line with the Internal Ombudsman Scheme 2018 and Master Direction – Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2023, the complaints, which the Bank proposes to reject/ provide partial resolution, are referred to the Internal Ombudsman (IO) of the Bank prior to responding to the customer. Your Bank has in place a Standardised Public Grievance Redressal System (SPGRS) which facilitates recording, monitoring and timely resolution of complaints received. The complaints received from various customer touch-points and regulators are recorded in the system and a communication is sent to the customer through an SMS acknowledging the complaint along with a link to track the same. The customer also has the flexibility of tracking the status of the registered complaint through the Banks website/ nearest branch/ Contact Centre. Your Bank has established two senior level customer service committees, i.e. Standing Committee on Customer Service (SCCS) and Customer Service Committee of the Board (CSCB), both of which are convened on a quarterly basis. These Committees are entrusted with the task of assessment of quality of customer service rendered by the various touch points of the Bank. The Committees also evaluate complaints & feedback received from customers as well as provide necessary directions to increase efficiency of resolution and also changes in process for service improvement.
Your Bank has two dedicated Customer Contact Centres, located at CBD Belapur, Navi Mumbai and Hyderabad, to address customer queries on a 24x7 basis and swiftly redress customer grievances received from multiple channels. Respecting and acknowledging diversity of the Banks customers and striving to personalise their interactions, apart from Hindi and English, the Customer Contact Centre offers services in 10 regional languages. Your Bank conducts a depositor satisfaction survey on an annual basis and findings are evaluated and the insights derived are incorporated to improve products/ processes/ systems. Meetings of the Branch Level Customer Service committee (BLCSC) are conducted on 15th of every month in order to encourage a structured communication between the customers and the branch, thereby enhancing the service levels at branch. Your Bank has taken various initiatives in the area of customer service in the last financial year. In addition, your Bank has been leveraging various digital platforms with a view to increasing automation in improving process efficiencies while reducing costs. A new complaint management system, viz. i-Touch CRM, has been launched to ensure that all customer complaints and disputes received across various touchpoints and channels are recorded and resolved.
CORPORATE COMMUNICATIONS
During FY 2024-25, the objective of your Banks advertising was to promote brand recall and build consideration for the Banks flagship products through promotion of brand awareness, product and service promotion. The campaigns undertaken during the year, focussed on highlighting the brand as well as distinguishing features of the products and were carried out primarily through OOH (Out of Home) medium, print medium and digital platforms, complemented with measured bursts through mediums like television and cinema screens. Several initiatives were undertaken by your Bank in the Public Relations (PR) domain aimed at maintaining positive tonality of news and enhancing your Banks profile in the media, while simultaneously striving to reinforce stakeholder perception. Your Bank found numerous positive mentions of its initiatives in print, electronic and digital media. Your Bank communicates through its official brand pages/ handles on Facebook, Instagram, LinkedIn, X and YouTube and continued to undertake engagement activities in innovative ways. Your Bank also undertook various customer educational series across social media on topics like cyber security, fraud awareness, etc.
INFORMATION TECHNOLOGY
Your Bank has continued its steady and continuous progress and opted for a collaborative approach with FinTechs to explore new customer segments and develop more innovative products. Your Bank has strengthened its digital infrastructure and equipped itself with latest analytical tools and API technology, capable of analysing and summarising customer data, further enhancing customer experience, streamlining operations and driving innovation to meet the evolving needs of the digital world.
Your Bank has launched new digital payment feature – ‘UPI Circle - which facilitates customers to delegate payments (partial or full) to transact from their UPI account to an individual with required limits. It enables a secondary user to perform transactions from the payers account with minimum intervention and with adequate risk mitigations. Your Bank is on NPCI Secure NXT - among the first few banks who has made this live. Customers will now be able to perform international E-com transaction using RuPay cards. Your Bank has implemented digital journey for review of KCC loans. The process focuses on reviewing KCC loan accounts efficiently by reducing processing time and minimising delays. Application is integrated with RBI Innovation Hub – Uni_ed Lending Interface (RBiH-ULI) to fetch land records for the use case. Review process, sanction letters and Credit Analysis Memorandums (CAMs) are generated digitally to streamline the workflow, hence reducing manual intervention and enhancing credit delivery to farmers in minimum time. Your Bank has strengthened its digital journey through MSME express GST-based MSME working capital loans under the Banks i-MSME Express product. Eligible applicants will receive in-principle loan sanction through digital journey login from the Banks website. After approval, the loan application will be processed via the Banks module.
Further, your Bank has implemented end-to-end digital journey for the Government Sponsored Scheme ‘PM Vishwakarma. This is a loan scheme for artisans and craftspeople sourced through Udyam Mitra portal.
Your Bank has successfully rolled out Central Bank Digital Currency (CBDC) on a pan-India basis. The currency in electronic format, issued by Central Bank is universally accessible for public use. Unlike traditional cash, it exists solely in digital form and can be used for everyday transactions with merchants and individuals.
Your Bank has embarked on its journey towards Artificial Intelligence (AI) and Machine Learning (ML) and Cloud adoption with setting up dedicated landing zone on major Cloud Service Provider ( CSPs ), for instance, Amazon Web Services and Google Cloud Platform and identified business use cases for Gen AI adoption to achieve decision efficiency, scale and enhanced customer services.
Your Bank has successfully implemented ‘DoT (Department of Telecom) Negative Mobile Report the process of extraction of deactivated Mobile Numbers from DoT Portal at regular intervals after scrubbing with the Bank database for further compliance, which has further enhanced the Banks compliance posture and eliminated risk on account of deactivated mobile numbers.
Your Bank has implemented real-time integration of NPCI-UDIR system (Uni_ed Dispute and Issue Resolution) with iTouch CRM (Customer Relationship Management), this feature has enabled online dispute resolution of the Bank customers transactions on other banks ATM (Issuers transactions) and vice versa.
Your Bank has continued to elevate its data quality standards, digital capabilities and technology. Various initiatives and measures undertaken by your Bank has been awarded and recognised by industry bodies like Indian Banks Association (IBA), Credit Information Companies (CICs), among others. Your Bank has also upgraded and integrated the Customers Query, Request and Complaints (QRC) through Uni_ed Complaint Management System. The centralised QRC system has been built on iTouch CRM platform which integrates all customer channels and touch points e.g. Branch, Contact Centre, Customer Care, website, GO Mobile+ application and Internet Banking. The customers can raise QRC from any of the above channels and track it centrally.
Your Bank has further enhanced the Monitoring Capabilities on Centralised Debt Resolution and Monitoring System (CDRMS) by creating a central hub linking all the existing Recovery Ecosystems (DARTS for DRT& DART, NCLT, OL) together for tracking details relating to Wilful / Non-cooperative borrowers. This has enabled better monitoring and control of cases by NPA/ Retail Recovery management user.
Privacy Policy
Your Bank has put in place IT Policy & Information Security aspects - confidentiality, integrity and availability, to ensure access to collected information of the customers is granted only to the authorised officials or agencies authorised by the Bank. In order to prevent unauthorised access or disclosure, your Bank has put in place suitable systems and procedures to safeguard and secure the information collected. Your Bank has also formulated Data Governance policy to establish Data Privacy, Accessibility, Ownership, and Security. Your Bank has also put in place Privacy Policy to safeguard the information shared by the customers/ prospective customers. Your Bank conducts proper testing, including Vulnerability test and AppSec on a regular basis, for upkeep of all the systems against security threats and new security vectors. The Privacy Policy falls under the purview of the Banks Information Technology Department (ITD) and the Information Security Group (ISG) of Risk Department. ISG takes care of information security / data privacy aspects by implementing various security solutions/ processes and putting in place proper control mechanism in coordination with ITD. Under the Banks Information Security Policy, data/ security breach incidents are reported as incident report and the Banks policies stipulate that the breach of the security/ privacy policy is investigated in accordance with the Banks extant policies. Your Bank conducts regular Information Systems (IS) Audit, which entails audit of each application/ infrastructure and associated process also being checked.
CENTRALISED OPERATIONS
Your Bank has a dedicated Centralised Operations Vertical comprising various departments like Central Processing Unit (CPU), Regional Processing Unit (RPU), Retail Asset Operations (RAO), Anti Money Laundering Cell (AML), Depository Accounts Operations, Domestic Payments and Remittance services, Cash Management services (CMS), Government Business Group (GBG), Capital Market Operations, Internet & Mobile Banking operations, Card Issuance & Management section, Data Clean up and Compliance Team (DCCT) & GST Operations.
The centralised operations has taken various initiatives and process automation as part of customer delight measures, viz. same day account opening of savings banks account, current account, term deposits, etc., real time processing of miscellaneous requests such as mobile number change, address, email ID updation, KYC updation etc., updation of Form 15 H/G on real-time basis, sharing CKYC number with customers immediately after generation, automation of allotment of Unique Customer Identification Number (UCIC) to customers, updation of repayment mode for servicing EMI electronically for retail loan customers, returning of property documents within stipulated Turn Around Time (TAT), etc.
During FY 2024-25, through further process automation, the centralised operations is facilitating the Bank to stay true to its commitment of adding value to customers relationship. Further the centralised operations helped the Bank in improving operational efficiency by reducing the TAT for processing of service request from customers, ensuring uninterrupted support services to various business units and thereby reducing operational costs.
BRANCH OPERATIONS SUPPORT AND POLICY
Your Bank is at the forefront in equipping its staff by keeping them updated regarding banking operations, services, etc., in order to ensure that your Bank is able to provide efficient banking services to all its stakeholders. Accordingly, an exclusive training programme ‘Aarohan has been conducted during FY 2024-25 covering all staff of the Bank.
Your Bank has put in place robust policies in compliance with the guidelines of various regulators, viz. the RBI, the SEBI etc., including Policy on Unauthorised Electronic Banking Transactions (UEBT) and Customer Compensation Policy. Both these policies are made available on the Banks web-site for ready reference of its customers.
In order to facilitate the customers to search and claim unclaimed deposits with the Bank, your Bank has actively registered itself in the ‘Unclaimed Deposits – Gateway to Access information (UDGAM) portal of the RBI and uploaded the details of the Unclaimed Deposits lying with the Bank. Further, your Bank has actively participated in the RBIs ‘100 days 100 pays campaign for identifying and settling unclaimed deposits to the customers and has settled the claims in more than 4,450 cases (comprising 867 cases on 100 Days 100 Pays and 3,583 cases in other than 100 Days 100 Pays) in FY 2024-25. Simultaneously, your Bank is proactively making efforts to identify and to reach out the customers to settle the unclaimed deposits upfront to avoid transfer of funds to the Depositor Education and Awareness (DEA) Fund.
Your Bank has 25 Currency Chests (CCs) across the country. These CCs process cash from all linked branches and provide clean notes for dispensing through ATMs and branches. During the FY 2024-25, your Bank conducted 806 Coin Melas and Soil Note Exchange Melas across the country through 25 CCs of the Bank where coins worth aroundRs.16.17 crore were distributed to the public through its branches.
Your Bank has taken many technological initiatives, systemic checks and process improvisations towards achieving fraud risk mitigation & control, effective operational controls and efficient customer service like, automation in deceased claim settlement, Safe Deposit Locker rent recovery (end-to-end), etc. Your Bank is alerting the customers about non-operations in the accounts to prevent accounts slipping to inoperative status and subsequent freeze of the account, sending transactional alerts, sending six months advance intimation to the customer in respect of the Re-KYC due accounts for submission of the latest KYC documents. Your Bank has provided simpli_ed Re-KYC process and submission of the related document/ confirmation of present address through SMS, Internet Banking, Mobile Banking, through letters etc.,
CORPORATE SOCIAL RESPONSIBILITY (CSR)
Your Banks CSR objective is to make material, visible and lasting difference to the lives of under-privileged sections of the society by identifying gaps and extending need-based contribution for their betterment. Your Bank seeks to achieve multidimensional impact through direct interventions as well as acting as a catalyst for socio-economic progress of the beneficiaries.
Your Bank has significantly intensi_ed its commitment to Corporate Social Responsibility (CSR) during the current financial year, demonstrating a calibrated approach both independently and in collaboration with accredited organisations. This strategic enhancement aims to create a more profound impact on specific segments of society, particularly those in need. The initiatives undertaken encompass a wide array of projects focussed on fostering income-generating activities for tribal communities and underprivileged groups, with a special emphasis on empowering women across various states. By facilitating long-term funding for these projects, your Bank is not only addressing immediate needs but also laying the groundwork for sustainable development.
In addition to economic empowerment, your Bank has made substantial contributions towards improving access to essential health services, ensuring that marginalised populations receive the care they deserve. The promotion of education for children, youth, and women remains a cornerstone of these efforts, as it is vital for breaking the cycle of poverty and fostering future generations.
Moreover, your Banks commitment extends to the promotion and installation of renewable energy systems, which not only supports environmental sustainability but also enhances the quality of life for the communities. By creating enhanced livelihood opportunities and advancing vocational and employable skills, your Bank is playing a pivotal role in the holistic development of villages through carefully planned interventions. Through these multifaceted initiatives, your Bank is not only fulfilling its corporate responsibilities but also contributing to the broader goal of societal upliftment, ensuring that the benefits of growth and development reach those who need it most.
During FY 2024-25, your Bank has sanctionedRs.103 crore to support targeted Corporate Social Responsibility (CSR) initiatives. These interventions were carefully selected and are aligned with the Board-approved focus areas, which include Education—specifically in Skill Development for Sustainable Livelihoods, encompassing entrepreneurship development, as well as Financial Literacy and Financial Inclusion. Additionally, the Bank is dedicated to enhancing Healthcare, improving water management, and fostering Rural Development. These efforts are not only pivotal for community upliftment but also resonate deeply with Environmental, Social, and Governance (ESG) considerations, reflecting the Banks commitment to sustainable and responsible practices.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG)
The Environmental, Social, and Governance (ESG) landscape in India is evolving rapidly with increasing regulatory focus on ESG disclosures, higher awareness and changing expectations among stakeholders. This has led to growing importance among organisations to incorporate ESG dimensions in their day-to-day decision-making and activities. Recognising the importance of adopting sustainable and responsible business practices, your Bank has also been taking several initiatives to improve its ESG performance. The Banks ESG Policy, which acts as the overarching framework for guiding the business activities of the Bank, has been designed in consonance with the applicable national laws/ regulations and is aimed at positioning the Bank as an ESG-compliant entity through its activities. In compliance with the extant regulatory norms, the Bank has also been publishing its Business Responsibility & Sustainability Report (BRSR) since FY 2022-23 as part of its Annual Report for highlighting its performance against the nine principles enshrined in the National Guidelines on Responsible Business Conduct (NGRBC) developed by the Ministry of Corporate Affairs, GoI. The Bank also publishes an ESG Databook on an annual basis which provides granular information on ESG-related aspects to a wider group of stakeholders in a transparent and easily comprehensible manner. Your Bank has also been voluntarily participating in the Corporate Sustainability Assessment (CSA) conducted by the global agency, viz. S&P Global, since 2023. Various initiatives taken by the Bank in the recent years have enabled an improvement in its ESG Score from 19 (out of 100) in CSA 2022 to 28 (out of 100) in CSA 2023 and 42 (out of 100) in CSA 2024. In view of the growing focus around ESG-related matters, your Bank continues to remain committed towards improving its ESG performance as also imbibing an ESG-centric culture across its various functional areas.
IIFL Customer Care Number
(Gold/NCD/NBFC/Insurance/NPS)
1860-267-3000 / 7039-050-000
IIFL Capital Services Support WhatsApp Number
+91 9892691696
Download The App Now
Follow us on
2025, IIFL Capital Services Ltd. All Rights Reserved
IIFL Capital Services Limited - Stock Broker SEBI Regn. No: INZ000164132, PMS SEBI Regn. No: INP000002213,IA SEBI Regn. No: INA000000623, SEBI RA Regn. No: INH000000248, DP SEBI Reg. No. IN-DP-185-2016
ARN NO : 47791 (AMFI Registered Mutual Fund Distributor)
This Certificate Demonstrates That IIFL As An Organization Has Defined And Put In Place Best-Practice Information Security Processes.