MUMBAI: In a bold move to enhance customer service, the State Bank of India (SBI) has announced the hiring of 13,455 junior associates. This initiative is part of a larger recruitment drive aiming to bring in 18,000 new employees, including 3,000 officers, to its workforce.
SBI's chairman, C S Setty, highlighted in a shareholder letter the bank's intensified focus on customer experience. The bank is leveraging advanced metrics like the Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) to gauge satisfaction levels across various touchpoints, including branches, business correspondents, and digital platforms, in real time.
In a significant policy update, SBI has increased the claim settlement limit for heirs of deceased depositors from Rs 5 lakh to Rs 15 lakh, a move that also covers claims supported by un-probated wills.
Despite this extensive hiring, SBI's total employee count is expected to see only a marginal rise from 2.32 lakh in March 2024 to 2.36 lakh by March 2025, reflecting the bank's shift towards digital transactions, which now dominate most of its operations.
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