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The Retail Banking segment continues to be a key driver of the Bank’s overall growth strategy. It encompasses a wide array of products and services across deposits, loans, investments and payment solutions which are delivered through multiple channels to the Bank’s customers. The Bank has over the years developed long-term relationships with its customers by being their preferred financial solutions partner on account of its excellent customer delivery through insights and superior services. The Bank has also succeeded in making banking simple for masses by smart use of technology. The Bank has always focused on meeting the financial needs of its customers by providing high quality products and services through regular customer engagement in convenient manner.
During the year, the Bank continued to focus on increasing its retail deposits base, particularly demand deposits. Savings Bank deposits crossed Rs. One lac crores and have grown at a Compounded Annual Growth Rate (CAGR) of 21% over the last five years. As on 31 March, 2016, the Bank had over 172 lac savings account customers, registering a growth of 15%. As on 31 March, 2016, the retail term deposits grew 14.42% and stood at Rs. 121,955 crores, constituting 64.69% of the total term deposits compared to 59.86% last year. The Retail Assets portfolio has grown at a Compounded Annual Growth Rate (CAGR) of 31% over the last five years. The Bank continued to increase its share of retail loans to total advances which stood at 41% compared to 29% in March 2012. Including SME loans that qualify as regulatory retail, the share of retail loans to total loans would be 46%. The retail loans portfolio continues to be focused on secured products, predominantly mortgages. Secured loan products accounted for 86% of retail loans, of which Home loans accounted for 45%, retail agricultural loans accounted for 17%, auto loans 9%, loans against property 8%, personal loans and credit cards were 11%, while non-schematic loans comprising loan against deposits and other securities accounted for 10%.
Despite a subdued property market in fiscal 2016, the Home Loan industry grew well at around 18%. The Bank’s Home Loan book size grew by 17%. During the year, Super Saver Home Loan was launched where customer can park his short term funds and save interest on his loan to the extent of excess funds parked. Rural agricultural lending was another focus area for the Bank. The Bank launched Rural & Semi Urban (RUSU) Home loans, a Home loan product specifically for Rural and Semi-Urban customer. As on 31 March, 2016, the Bank’s outstanding loans in the agricultural sector grew at a healthy 29% to Rs.23,218 crores from Rs.17,960 crores last year. Asha Home loans increased by 201% from Rs.628 crores as on 31 March, 2015 to Rs.1,891 crores as on 31 March, 2016. The Bank is one of the largest debit card issuers in the country, with a base of over 155 lacs. The Bank had over 24 lac credit cards in force as of 31 March, 2016, making it the 4th largest credit card issuer in the country. The credit cards portfolio saw a substantial increase in spends by 44%, to Rs.19,432 crores from Rs.13,535 crores last year. The Bank is also one of the largest acquirers of point-of-sale terminals in the country with an installed base of around 3 lacs. The Bank achieved 54% YoY growth in volumes from E-commerce merchants with Rs.6,927 crores spend in FY16 against Rs.4,504 crores in FY15.
The Bank offers a complete suite of banking and investment products under its NRI Services for Indians living and working overseas. As on 31 March, 2016, the Bank’s aggregate NRI deposits (Savings Bank + Term Deposits) stood at Rs.43,425 crores registering a year-on-year growth of 6%. The Bank offers a range of forex and remittances products to its retail customers, which include travel currency cards, inward and outward wire transfers, traveller’s cheques, and foreign currency notes, remittance facilities through online portal as well as through collaboration with correspondent banks, exchange houses and money transfer operators. The Bank continued to have a market leadership position in Travel Currency Cards with 16 currency options other than INR being offered. Additionally, the Bank offers a Multi-Currency Forex Card, aimed at frequent travellers to multiple countries. The aggregate load value on travel currency cards crossed USD 6.5 billion during the year. The Bank continues to increase the number of geographies from which NRIs can send money to India with the extension of AxisRemit Online to 3 new geographies in this fiscal year, bringing the total number of originating geographies to 10. The volumes of retail remittances also rose by 21% (excluding the volumes attributable to partner bank deposits) during the year and the Bank processed outward remittances of over USD 2 billion and inward remittances of around USD 6 billion.
The Bank distributes investment products such as mutual funds, Bancassurance products (Life, Health and General Insurance) and online trading products through its branches. For the Life Insurance distribution, the Bank distributes products of Max Life Insurance Company. Since the Bank’s strategic bancassurance tie-up with Max Life Insurance Company in 2010, the Bank has successfully helped insure over 8 lac lives through its distribution channels. In General Insurance, the Bank has a tie-up with Tata AIG (American International Group) and during the year sold more than 3 lac policies and collected Rs.219 crores of premiums which is 7% over last year. The Bank offers online trading services to its customers in collaboration with Axis Securities Ltd. (a 100% subsidiary of the Bank) under the name Axis Direct - an enhanced and simplified online trading platform. During the year, the Bank opened more than 3 lac online trading accounts, and in the process crossed 1 million total customers count.
The Bank regards Financial Inclusion (FI) as an integral component of its rural strategy to further extend its reach in the rural market. The Bank’s FI initiatives maintained momentum this year with the Bank opening around 6 lac basic savings bank accounts through its branches and Business Correspondents (BC) network. As of 31 March, 2016, Bank’s FI customer base is being serviced through a network of 587 rural branches and more than 31,300 BC agents spread over 3,272 villages.
During the year, the Bank added 315 branches and its geographical reach extends to 29 states and 6 Union Territories, covering 1,855 centres and 608 districts. As on 31 March, 2016, the Bank had a network 2,904 branches/ECs as compared to 2,589 last year. Around 20% of the Bank’s branches are in rural areas and 74% of the Bank’s rural branches are in unbanked locations. As on 31 March, 2016, the Bank had 12,743 ATMs. The Bank has also deployed 1,181 Automated Deposit Machines (for cash deposits into customer accounts) and has extended this facility for 24x7 availability in certain branches, which have integrated self-service lobbies. Axis Bank was the first private sector Bank to introduce recyclers and first bank in India to have 1000+ recyclers which can accept and dispense cash. As on 31 March, 2016, the Bank had deployed 1,148 recyclers. The Bank continues to see strong momentum towards the adoption of digital channels by customers. Electronic channels now contribute 87% of all customer induced transactions in the Bank’s retail base. The Bank’s Internet Banking user base is growing at 23% and transaction volumes are growing at 17% YoY. The Mobile Application further continued its growth with close to 25 lac users generating a monthly transaction value of over Rs.54,932 crores. The transaction volumes on Axis Mobile have increased almost 4.35 times over last year, outpacing every other channel by a wide margin.
Source: Annual Report 2015-2016
Business Banking offers transactional banking services, leveraging upon the Bank’s network and technology. Its initiatives focus on procurement of low-cost funds by offering a range of current account products and cash management solutions across all business segments covering corporates, institutions, central and state government ministries and undertakings as well as small and retail business customers. Product offerings of this business segment aim at providing customised transactional banking solutions to fulfill customer’s business requirement. Cross-sell of transactional banking products, product innovation and a customer-centric approach have succeeded in growing current account balances and realisation of transaction banking fees. As on 31st March 2013, balances in current accounts increased by 21.55% and stood at Rs. 48,322 crores compared to Rs. 39,754 crores last year. On a daily average basis, current accounts balances grew by 4.73% to Rs. 28,698 crores compared to Rs. 27,403 crores last year.
In the cash management services (CMS) business, the Bank focuses on offering customised service to its customer to cater to specific corporate requirements and improve the existing product line to offer enhanced features to customers. The Bank is also focusing on host-to-host integration for both collections and payments, such as IT integration between corporates and the Bank for seamless transactions and information flow. The Bank provides comprehensive structured MIS reports on a periodic basis, for better accounting and reporting. CMS continued to constitute an important source of fee income and contributed significantly to generate low cost funds. The Bank is one of the top CMS providers in the country with the number of locations covered under CMS increased to 890 from 801 last year. The number of CMS clients has grown to 15,818 from 11,548 last year.
The Bank has been acting as an agency bank for transacting government business to various central government ministries, departments, state governments and union territories. The Bank accepts income and other direct taxes through 406 authorised branches at 225 locations and central excise and service taxes though 56 authorised branches at 14 locations including e-payments. The Bank also handles the disbursement of civil pension through all its branches and defence pension through 151 authorised branches. In addition, the Bank provides collection and payment services to four central government ministries/departments and 13 state governments and union territories. The Bank is associated with 11 state governments towards undertaking Electronic Benefit Transfer (EBT) projects for disbursement of government benefits (wages under MGNREGS and Social Security Pension (SSP)) through direct credit to beneficiary bank accounts under smart card based IT enabled financial inclusion model. The total government business throughput during the year was Rs. 92,680 crores.
The Bank is a SEBI-registered custodian and offers custodial services to both domestic and offshore customers. As on 31st March 2013, the Bank held assets worth approximately Rs. 12,511 crores under its custody, registering a growth of 6% over last year.
In the backdrop of a subdued macro-economic environment, capital expenditure by corporates remained lacklustre during the year. Loans for working capital and the drawdown on committed sanctions in existing projects under implementation contributed to the growth in corporate credit during the year. The corporate credit portfolio of the Bank comprising advances to large and mid-corporates including infrastructure) grew 7.89% to Rs. 98,239 crores from Rs. 91,053 crores last year. This includes advances at overseas branches amounting to Rs. 29,972 crores (equivalent to USD 5.52 billion) comprising mainly the portfolio of Indian corporates and their subsidiaries as also trade finance. The advances at overseas branches accounted for 15.22% of total advances. The Bank’s infrastructure business includes project and bid advisory services, project lending, debt syndication, project structuring and due diligence, securitisation and structured finance.
The Bank has introduced a relationship model, focusing on cross-selling a wide range of products to corporates. Fee-based business through loan syndication, trade finance and treasury business continued to grow. The Bank’s sectoral approach to credit continued to achieve greater efficiency with increased attention on identifying sector-specific opportunities. Portfolio composition is being continuously monitored by tracking industry, group and company-specific exposure limits. The internal and external rating of the credit facilities of customers is undertaken and monitored on ongoing basis with the entire lending portfolio of the Bank being internally rated.
The mid-corporate group continues to be an important business franchise of the Bank with an asset book of Rs. 20,010 crores as on 31st March 2013, registering a growth of 15.23% over last year. In view of the macro economic scenario, exposure was confined to industries with a positive outlook only after evaluation of relevant credit risk factors with the objective of booking better-rated exposures.
The Bank has an integrated Treasury, which covers both domestic and global markets and funds the balance sheet across geographies. It plays an important role in the sovereign debt markets and participates in primary auctions of RBI. It also actively participates in the secondary government securities and corporate debt market. Over the last few years, the Bank has emerged as one of the leading banks providing foreign exchange and trade finance services. Through its various verticals, the Treasury serves customers across various industries, segments and regions. The foreign exchange and money market group under Treasury is an active participant in the inter-bank/financial institutions space. It also maintains proprietary positions to generate trading income for the Bank. An active Balance Sheet Management group within Treasury takes care of asset-liability mismatches and interest rate sensitivities of the Bank’s portfolio. The interest rates and derivatives group provides derivative solutions to customers for its balance sheet and currency exposures. The Global Financial Institutions Division (GFID) group in Treasury is responsible for fostering business relationships with financial institutions across geographies and undertakes foreign currency fund raising.
The Bank continued to be a dominant player in placement and syndication of Rupee denominated debt. During the year, the Bank arranged debt aggregating to Rs. 145,461 crores and retained its top position in arranging Rupee denominated debt for the fifth consecutive calendar year as per Bloomberg and also as per PRIME Database for the nine months ended December 2012. During the calendar year 2012, the Bank won the Best Domestic Bond House in India by The Asset Triple A Country Awards by Asset Magazine, India Bond House by the IFR Asia, and Deal Maker of the year by Business World Magazine.
The international operations of the Bank have generally catered to Indian corporates who have expanded their business overseas. The overseas network of the Bank currently spans the major financial hubs in Asia. The Bank now has a foreign network of four branches at Singapore, Hong Kong, DIFC-Dubai and Colombo (Sri Lanka), and three representative offices at Shanghai, Dubai and Abu Dhabi, besides strategic alliances with banks and exchange houses in the Gulf Co-operation Council (GCC) countries. While branches at Singapore, Hong Kong, DIFC-Dubai and Colombo enable the Bank to partner with Indian corporates doing business globally and primarily offer corporate banking, trade finance, treasury and risk management solutions, the Bank also offers retail liability products from its branches at Hong Kong and Colombo. The representative offices and strategic alliances with banks and exchange houses in the GCC countries cater to the large Indian diaspora and promote the Bank’s NRI products. With management of liquidity being a major challenge in the present global markets, the Bank consciously restrained its asset growth at the overseas centres to report an asset size of USD 6.84 billion as at 31st March 2013 vis-à-vis USD 6.35 billion as at 31st March 2012. Further, interactions are also in progress with China Banking Regulatory Commission (CBRC) for upgrade of the Shanghai Representative Office into a branch.
Technology is one of the key enablers for business and for delivering customised financial solutions. The Bank continued to focus on introducing innovative banking services through investments in scalable, robust and function-rich technology platforms to enable delivery of efficient and seamless services across multiple channels for customer convenience and cost reduction. The Bank has also focused on improving the governance process in IT. During the year, the Bank has received certification of ISO 27001:2005 by BSI (ANAB accredited) for complying with the standards of Information Security Management System for its data centres located in Navi Mumbai and Bengaluru. The Bank has also successfully completed migration of its data centre to a co-hosted location during the year. The new premises offer a category IV data center that complies with the highest benchmarking standards applicable to data centres promising built-in redundancy of infrastructure. A robust Project Management framework is used to ensure that investments in IT are based on good gate-keeping principles and result in appropriate payback in value terms.
The Bank has made significant progress in implementing the recommendations of the RBI Working Group issued in April 2011 on Information Security, Electronic Banking, Technology Risk Management and Cyber Frauds. The Bank is committed to implementing the recommendations on the various subject areas indicated in the guidelines. The broad measures taken in respect of the various areas included conducting a detailed gap analysis to implement the controls/suggestions contained in the guidelines, examining each recommendation closely and taking decisions either to acquire a solution or implement procedural controls. The Bank has put in place the appropriate organisational framework as recommended in the guidelines. Several information security solutions have either been implemented or finalised for implementation to protect customer data, prevent external attacks as well as strengthening internal controls. Policies and procedures of the Bank have also been reviewed and suitably modified. The progress in each area of the recommendations has been closely monitored by the top management and the status of implementation has been reported to the Board and RBI at regular intervals.
The Bank has identified agricultural lending as an area of potential growth and offers a diverse range of lending solutions to the farming clientele and other stakeholders in the agriculture value chain. Activity and geography specific products and product variants were introduced to effectively reach out to the various value-chain participants and to meet their credit requirements. In order to provide a strategic focus to agricultural lending, the Bank has adopted a cluster-centric approach for agricultural lending in areas where the Bank believes agriculture is intensive and where a potential market exists. The business architecture for agriculture business is decentralised with Agriculture Business Centres (ABCs) at various locations across the country spearheading the business. To increase the focus on unbanked and under banked areas, 3 new ABCs were formed during the year at Guwahati (Assam), Bhubaneswar (Odisha) and Patna (Bihar). The branches and agriculture clusters follow a hub-and-spoke model with branches being the sole touch point for farmers. As of 31st March 2013, the agriculture business is operated through 759 branches attached to 93 agricultural clusters, which are controlled by 20 ABCs. To achieve the objectives of increasing the business reach, consistent growth of portfolio and maintaining quality of assets, business, credit, operations and collections functions in this business are handled independently.
Apart from lending to farmers, the Bank also actively participates in awareness campaigns and forming farmer’s clubs in many of its upcountry branches in co-ordination with National Bank for Agriculture and Rural Development (NABARD). The Bank allies with reputed corporates in agro based industries to provide value to the farmers. The Bank will continue to increase its reach in rural and semi-urban areas by increasing the number of agriculture clusters and ABCs as per requirement and bring more and more branches under agriculture lending.
The Bank also supports the weaker sections of society through its lending to Micro Finance Institutions (MFIs). To improve credit delivery to the target customers through smart use of technology, the Bank in the current year has started Axis Sahyog, a social collateral lending initiative wherein economically active weaker section individuals are provided with micro loans for agriculture and micro enterprises. Biometric enabled IT architecture is used for enrolment and for authorising transactions. Presently, Axis Sahyog has been implemented in two states: Bihar and Madhya Pradesh. The Bank also uses the services of institutional Business Correspondents for sourcing and servicing micro loans in a southern state. The Bank pioneered first ever listing of Multi Originator Securitisation (MOSEC) transaction of microloans in the country. This initiative will go a long way in developing an alternate source of funding for the microfinance sector.
As on 31st March 2013, the Bank’s outstanding loans in the agricultural sector was Rs. 14,845 crores, constituting 7.54% of the Bank’s total advances
The Bank regards financial inclusion not merely as a corporate social responsibility initiative but as an integral component of its rural strategy. The financial inclusion initiatives of the Bank are aimed at enabling customers in rural markets to use formal banking channels for their banking needs such as savings, payments, credit and insurance. Apart from savings, payments are the major requirement of such customers due to migration of workforce. The Bank offers no-frills accounts, tailor-made fixed deposits and recurring deposit products to meet the savings requirements of customers. As on 31st March 2013, the Bank had opened 61.61 lac no-frills accounts covering 42,338 villages.
The Bank has been in the forefront of several innovations in this space. It has tied-up with leading telecom companies to provide savings and remittance facilities using the mobile phone and their distribution outlets in key domestic payment corridors. The Bank is also a leading player in the remittance market, enabling migrant workers in urban areas remit money to their families in the hinterland. The Bank endeavours to meet the entire set of financial needs of its customers, including micro-lending, ‘Chhota-deposits’ and micro-insurance (under life and general insurance categories).
The Bank also actively participates in electronic/direct benefit transfer for disbursal of benefits under various government schemes using smart cards and biometric authentication technology. The Bank has made significant investments in technology, and is integrated with the Aadhar platform through NPCI to enable transfer of Aadhar based social welfare benefits. The Bank has launched several programmes to deliver micro-loans to rural customers through its business correspondents in Tamil Nadu, Bihar and Madhya Pradesh. It has also tied up with leading corporates to deliver credit to their end consumers through their rural supply chain partners.
The Human Resources (HR) function is instrumental in creating and developing human capital in alignment with the Bank’s vision. Talent Management with particular focus on grooming future leaders, learning and development and employee engagement have been the key focus areas in the Bank’s HR objectives.
The Bank has built a learning infrastructure to ensure availability of skilled and empowered workforce. The Learning Maps aligned to the overall development plan of employees are designed to facilitate learning process across all levels through a blended learning approach of classroom programmes, external programmes, certification programmes as well as e-learning modules. The Bank also creates alternate talent pipelines by entering into arrangements with Training and Education Institutes and continues to maintain a strong employer brand in the financial services sector especially on the campuses of the premier business schools of the country. Apart from having a strong presence in the talent market, the Bank also believes in maintaining a strong image internally by keeping its workforce engaged at all levels.
To inculcate and live its motto of ‘One Bank, One Axis’ and foster a spirit of connectedness, the Bank hosts several employee engagement programmes and channels to connect its thinly-spread employee population across a widely dispersed geographical network. Through these platforms, employees can share their unique experiences, facilitate best practice sharing, cast their opinion and feedback about the Bank’s products and services. The Bank also offers avenues for several employee health and wellness initiatives throughout our network.
The Bank has been conducting its annual Employee Engagement Study to capture, analyse and draw action plans to enhance the engagement quotient. A third-party framework, benchmarked as one of the best, is used for administering and analyzing the results of the study, with focus on measuring and improving employee engagement quotient. Taking concrete steps based on the study findings helps in building a stronger and more engaged workforce.
Axis Leadership Practices (ALPs) are defined for employees at different levels of the hierarchy to promote desired behavior and to facilitate an objective assessment. The ALPs form a framework for all the people processes in the Bank. These are an integral part of processes like Talent Acquisition, Performance Management System, Promotion, Talent Appreciation, Leadership Development and Feedback. The Bank has partnered with the best in class leadership trainers of the country to provide key position holders and unit heads the fundamentals of managing self and team leadership though a series of ‘Inspired Leadership’ workshops. The Bank has also launched an inhouse multi-rater feedback tool ‘ALP Compass’, based on the Axis Leadership Practices.
The strength of the workforce was 37,901 at the end of the year as compared to 31,738 last year. A young workforce with an average age of 29 years and the Bank’s policy of being an equal opportunity employer continues to significantly contribute towards emergence of the Axis Bank brand. The Bank inspires everyone to excel and contribute to, irrespective of gender, race or age, and this echoes in all HR initiatives undertaken. The Bank is also a socially responsible employer. Apart from housing its own NGO ‘Axis Bank Foundation’, the Bank has partnered with Teach for India for promoting the noble objective of providing education to underprivileged children.
The Bank continues to strive towards realisation of its vision of being the preferred financial service provider excelling in customer delivery through insight, empowered employees and smart use of technology.
As an integral part of society, the Bank is aware of its corporate social responsibilities and has been engaged in community and social investments. For this purpose, the Bank has set up a Trust – the Axis Bank Foundation (ABF) to channel its philanthropic initiatives. The Foundation has committed itself to participate in various socially relevant endeavours with a special focus on providing sustainable livelihoods, poverty alleviation, education of the underprivileged, healthcare etc. The Bank has decided to contribute up to one percent of its net profit annually to the Foundation under its CSR initiatives. The Foundation is constantly engaged in identifying the right target group and ensuring that support reaches the ultimate beneficiary. Presently, the Foundation is running 40 programs across 163 districts in 19 states, targeting 7,27,059 beneficiaries.
The Foundation has been providing support to various initiatives in education, targeting underprivileged children. Presently, 23 programs are running in the field of education covering 33 districts in 13 states promoting supplementary education, education for the mentally/physically challenged, hearing impaired, visually challenged etc. During the year, the Foundation has disbursed Rs 6.23 crores for various education programs. The Foundation also works for providing highway trauma care and rural medical relief. The Foundation has been working with Lifeline Foundation since 2007 for supporting the highway rescue projects in the states of Maharashtra, Kerala, Gujarat and Rajasthan. It has provided aid to around 7,500 critical accident victims and more than 15,000 minor accident victims. The Foundation aims to provide one million livelihoods to the underprivileged in some of the most backward regions of the country by 2017, 50% of the beneficiaries being women. The Foundation has so far partnered with 17 NGOs to provide sustainable livelihoods and has launched projects in partnership with these NGOs in the states of West Bengal, Odisha, Tamil Nadu, Maharashtra, Jharkhand, Chhattisgarh, Bihar, Uttar Pradesh and Madhya Pradesh. These programs aim at alleviating poverty and help in providing sustainable livelihood options. Presently, 17 programs are running in the field of livelihood covering 136 districts in 17 states. During the year, an amount of Rs 31.09 crores was disbursed towards various livelihood programs.
The Foundation is also actively involved in implementing several initiatives in Green Banking. In line with the Bank’s initiative in Green Banking with the theme of ‘Reduce, Reuse and Recycle’, the Foundation has initiated the process of collecting all the dry waste, generated in the Corporate Office and seventeen offices of the Bank in Mumbai and recycle it into notebooks, notepads and envelopes. This initiative was launched in August 2011, has helped recycle around 87,206 kilograms since inception. The Foundation also has an Officer Engagement Program, which encourages officers of the Bank to get involved in various volunteering activities. The Bank launched an employee payroll program titled ‘Axis Cares’. As on 31st March 2013, 7,524 officers of the Bank have enrolled for Axis Cares with a monthly collection of Rs. 14.64 lacs. The funds collected under this initiative are utilised for the programs of the Foundation and the details of utilisation are shared with the officers every month. Under the aegis of ‘Basket of Hope’, the Foundation organises collection drives for clothes, books and toys for distribution to the needy. The Foundation has also launched a new initiative titled ‘Gift of Life’. During the year, 27 blood donation drives have been organised across the country, through which 1,934 units of blood has been collected. Exhibitions of various NGOs are held at the Corporate Office and other offices of the Bank, to provide a platform to these NGOs for exhibiting their products and popularise their work. Conducting the exhibitions has also promoted volunteering among our officers with NGO partners. During the financial year, 56 such exhibitions have been organised which has helped these NGOs to generate sales over Rs. 14.40 lacs.
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