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severe challenges for banks both, in terms of keeping
pace with the fast growing /changing technological
demands so as to maintain an edge on the profitability,
delivery and quality fronts as also with regard to the
recognition, understanding, management and
mitigation of risks inherent in the use of technology.
6. Product & Pricing is a serious issue. A framework for pooling and sharing
of credit information amongst banks had been put in
Banks have to be cautious about the 'social usefulness' place so as to enable banks to streamline their credit
of new products and should have appropriate controls appraisal framework and also to instill discipline among
in place to ensure against mis-selling through robust the defaulting borrowers. Banks should strive to make
'suitability and appropriateness' checks. Several far- this work. With licenses being granted for additional
reaching measures have been taken recently in terms Credit Information Companies, the system to evolve a
of allowing new products such as Interest Rate Futures, robust information sharing arrangement and further
Currency Futures, and Repo in corporate bonds, etc. the development of the banking system is expected.
Such products are new for the Indian market and an
assessment of their impact on other markets, Conclusion
institutional behaviour and system as a whole is critical.
Commercial profit is a laudable objective but balancing the
Costing of banking products is an issue which has largely interest of all stakeholders is the only socially optimal choice
been escaping serious debate. Proper and fair pricing which will ensure long term survival and growth.
of risks and of banking products is essential from risk
management and customer service perspectives. It can
also enhance competition resulting in passing of the
benefits of such increased competition in terms of lower
costs.
7. Customer Service There is an imperative need for a three-pronged action
agenda, viz., first, technology upgradation coupled with its
Banking is predominantly a customer oriented business integration with the overall business strategy to achieve an
and good customer service is the key to banks' growth edge in respect of services provided to their constituents,
and stability. With enhanced competition amongst better housekeeping, optimizing the use of funds and
banks, customer service becomes the sole building up of MIS for decision making, better management
differentiating factor to be leveraged to stay relevant of assets & liabilities and the risks assumed which in turn
and to forge ahead in the business. have a direct impact on the balance sheets.
However, in pursuit of returns and profits, customer Second, a more dynamic and challenging work culture to
service is often ignored if not totally forgotten. As the meet the demands of customer relationships, product
customer awareness grows, banks would be required differentiation, brand values, reputation, corporate
to gear up for providing more efficient and at the same governance and regulatory prescriptions.
time, cost effective services leveraging the
technological capabilities. Customer retention is going Third, focus on internal controls, risk mitigation systems and
to be the key factor for banks, going ahead. business continuity plans to effectively mitigate possible
operational risks arising out of adoption of technology which
8. Information Asymmetry could have a potential bearing on the overall financial
stability. Ë
Information asymmetry in a multiple banking scenario
42 | 2015 | NOVEMBER | BANKING FINANCE
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