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Group 15

This document summarizes the performance evaluation of James, a branch manager at Citibank. It includes a performance scorecard that evaluates James on financial metrics, strategy implementation, control, people management, standards, and customer satisfaction across four quarters. While James showed strong performance in many areas like financial goals, staff motivation, and control processes, he had some mixed results for customer satisfaction that may have been impacted by factors outside his control, like ATM services. The document analyzes advantages and disadvantages of the evaluation approach and provides recommendations, including that James deserves an overall above-par rating and 30% pay hike given his exceptional performance in other areas and the complexity of his branch.

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Fun Toosh345
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39 views6 pages

Group 15

This document summarizes the performance evaluation of James, a branch manager at Citibank. It includes a performance scorecard that evaluates James on financial metrics, strategy implementation, control, people management, standards, and customer satisfaction across four quarters. While James showed strong performance in many areas like financial goals, staff motivation, and control processes, he had some mixed results for customer satisfaction that may have been impacted by factors outside his control, like ATM services. The document analyzes advantages and disadvantages of the evaluation approach and provides recommendations, including that James deserves an overall above-par rating and 30% pay hike given his exceptional performance in other areas and the complexity of his branch.

Uploaded by

Fun Toosh345
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Human resources slide 1

Citibank: Performance Evaluation


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

Can this be used in other branches.

Alternative mechanism

Should James be given a bonus if so


how much.
New Performance Scorecard

Human resources slide 3


Financial Strategy Implementation Control
• YoY increase of 48% in contribution margin
• Ranked #1 in the marketplace • EMPLOYEES
Household ARE of 21%
acquisition • Two “5” audit ratings in 1996
• Rated above par in all four quarters in • MOTIVATED
Annualized BY:
attrition was 12% • Operating and fraud losses accumulating
revenue parameter • Retail balances improved by $2.4 million $137 thousand
• Rated par in 2 quarters and above par in • Citigold and business and professional increased • James had strong operational control in his
in 2 quarters in expense parameter by $18mn and $34.8mn respectively branch
• Rated above par in all for quarters in the • Rated above par in all 4 quarters • He exceptionally maintained control processes
margin parameter , given the size of branch

People Standards Customer Satisfaction


• James was an excellent people manager • James was respected for his strong leadership • Showed mix results in different quarters
• Motivates the staff to go above and beyond skills • Was rated par in 2 quarters and below par in
• One of the most consistent managers • Showed sincere concern for his customer 2 quarters
• He was working on his MBA degree service scores and worked hard to improve • Third quarter was worst with 54 points, but
• Promoted cross training and self customer satisfaction they improved by 18 points in quarter 4
development • He took active role in developing business • Citibank services like ATM’s were not in the
• Rated above par in all four quarters network within the community purview of branch managers, but was
• Rated above par in all four quarters considered as a factor to rate branch managers
Analysis
Advantages
•
Human resources slide 8
Many parameters were considered while rating which gives an holistic picture
• Relationship banking was given importance
• The scorecard was made keeping in mind the long term strategies of the firm
• Broad range of financial products were chosen

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

• Tailored performance analysis guide should be followed for each branch

• Continuous evaluation should be done

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

rating branch’s performance

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

rating in other fronts.

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

Thank You

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