Public reposes lot of confidence in our brand, which stands for trust, transparency and convenience
PNB Housing Finance has witnessed over 60% growth in the last six years. What is the secret behind this success and where do you see this going forward?
The company started its business process re-engineering (BPR) project called Kshitij in 2011 and successfully completed and implemented it in 2015. The exercise was aimed at combining the solidity and stability of the traditional public sector and the tenacity of contemporary operating model to connect with aspiring segment of the Indian population. Our motto of ‘Customer Centricity’ is driven with single-minded thought that getting a loan should be as easy as ‘Ghar ki Baat’.
The transformation included revamping of business processes, organisational restructuring, relook at policies, creating and implementing a strong and scalable target operating model, upgradation of information technology and changing service delivery model, which I believe brings out high productivity of our people.
The revamped business model has transformed the company into a contemporary and customer-oriented organisation with new brand positioning. The BPR exercise resulted in more than twelve-fold increase in our assets under management. The GNPAs declined from 1.31% to 0.22% over the last six years.
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