Page 15 - A Banker Down the Rabbit Hole

18 Thinking out of the box -Challenging the status quo
(Office Dynamics)............................................................................... 66
19 Crossing over the wild river Yamuna
(Customer Relations Management-CRM).......................................... 68
20 New insights from New Year calendars
(Customer feedback and CRM)...........................................................70
21 I was as much pleased as much the auditors
were disappointed. (Perception Management)... ..............................72
22 An officer who refused to work (People Management) ...... .............74
23 Recovering excess cash paid (People Management and CRM)........ 77
24 A minor manipulating a loan (Credit Risk Management) ................ 80
25 Managing the public perception- loans through the dealer
(Reputation Risk Management) ........................................................ 82
26 Managing the public perception- A depositor overhearing
a conversation (Reputation Risk Management) ............................... 85
27 Non-payment of overtime (Organizational Culture) ..........................87
28 The see-saw game: organizational and individual goals
(Multiple Risks Management)... ........................................................ 90
29 Unpleasant and risky process of loan recovery
(Perils of a Banker and Credit Risk Management) ........................... 93
Chapter - III

A STEEP LEARNING CURVE (EXPERIENCES OF TOUGHER KIND)............ 99
30 A borrower gone broke
(Credit Risk Management and Perils of a Banker) ......................... 101
31 Nice talking and decent looking may turn out to be bad boyzz
(Credit Risk Management) ............................................................... 103
32 Contesting a charge of negligence (Perils of a Banker) ................. 107
33 Discovering a smart recovery tool (Credit Risk Management) ...... 109
34 The most misunderstood fact - the liability of a guarantor
(Perception Management) ............................................................... 112
35 Managers have quite interesting categories
(Organizational Culture ) ................................................................. 115

12 | A Banker down the Rabbit Hole