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Digital transformation is forcing changes in the way banks do business, best reflected in how their focus has switched from being product-centric to a customer-centric.
It was only to be expected that the services at various levels would also get a look-in, which is what has led Bank of Baroda to think differently in that perspective.
The public sector bank has decided to open its administrative offices across the country for business earlier by an hour than branches/service outlets in business district areas.
In a circular to all branches/offices, it said that the work timings of its administrative offices have been changed to 9 am to 4 pm with effect from September 18.
This is inclusive of recess period of 30 minute from 1 pm to 1.30 pm. The offices for which the revised timings are applicable are as follows:
Head office, corporate office, zonal offices, regional offices, zonal inspection and audit divisions, SME Loan Factories, specialised mortgate stores, back offices, Baroda Academies and Apex Academy, and the government business department, New Delhi.
Accordingly, the notice of a change in terms of Section 9A of the Industrial Disputes has also been issued.
DIFFERENT TIMINGS
Explaining the logic, the circular issued by the Human Resources Management Department said that the branches/service outlets operate on different timings.
These are determined by the market dominion such that the service outlets located at suburban districts commence business at 9 am.
This is to suit the requirements of customers who would ideally be residents of the locality and would prefer to carry out some banking activity before proceeding to work.
Likewise, branches/service outlets located in business district areas catering to the banking requirements of business houses/corporates/traders commence business hours usually at 10 am or 11 am.
Administrative offices should commence work before a majority of branches open up for customer service, and close down at 4 pm at close of business hours in those branches.
This would ensure speedy and timely support to the branches, the circular said.
The bank is predominantly a customer-service oriented business and good customer service is the key to its growth and stability, the circular reiterated.
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