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PAM MANUAL
Premier Acquisition Channel

HDFC BANK PREMIER BANKING 08

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Foreword

The purpose of creating the Pam Manual is to give the PAM Channel a piece of document which would provide to all the Know How required and form a base to address all their queries and drive a sense of fruitful business to them. PAM Manual is an effort on part of the Premier Acquisition Product Team to present the critical aspects of premier acquisition at HDFC Bank. The content in the Manual is primarily aimed at all the PAMs that have been freshly recruited. The Manual can also be used as a guide or reference material for all those related to Premier Acquisition, either directly or indirectly. Acquisitions of Managed portfolio customers are very important to HDFC Bank. The PAM Manual throws light on the basics of managed portfolios, their importance from the Banks perspective and the objectives of managed portfolio. The Manual further focuses on the PAM Channel product offering at HDFC Bank. The PAM Manual attempts to make the PAMs get onto the learning curve as soon as they join and get their thought process aligned in a direction required by HDFC Bank. HDFC Bank expects the PAMs to learn and apply the concepts dealt with in PAM Manual and reflect them in their performance. Even though most of the aspects would have been touched upon in the PAM Manual the PAMs should feel free to approach the Premier Acquisition Product Team for any further clarifications. We wish you a Very Happy Learning and Fruitful Experience with HDFC Bank -HDFC Bank Premier Acquisition Product Team

Contents
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Foreword...........................................................................................................................................2 Contents.................................................................................................................................................2 Abbreviations Commonly Used at HDFC Bank....................................................................................4 What is Premier Acquisition?................................................................................................................5 Premier Acquisition Managers (PAM)..............................................................................................5 Objective of the Premier Acquisition Channel..................................................................................6 Role of Premier Acquisition Managers (PAMS)...............................................................................6 Programme Sourced ........................................................................................................................6 Acquisition strategy...........................................................................................................................7 Criteria for the Programme................................................................................................................7 PAM Checklist to startup...................................................................................................................8 Who can be sourced & what can be grouped to it ?...........................................................................9 New relationship sourcing Process......................................................................................................10 Acquisition KITs.............................................................................................................................11 Handover process................................................................................................................................12 In case of Handover to the COP units..............................................................................................12 Process to be Followed..................................................................................................................13 * All classic customers at COP locations has to be raced mandatorily into Cop and not in the branch....................................................................................................................................................14 Process of Handover to Branch........................................................................................................14 Handover sheet................................................................................................................................15 Managed Programme in HDFC Bank..................................................................................................16 Classic Programme:.........................................................................................................................16 Eligibility for Classic Programme:..............................................................................................16 Classic on Phone:.........................................................................................................................17 Preferred Program............................................................................................................................19 The objectives of the Preferred program are:...............................................................................20 The eligibility Criteria for Preferred are:.....................................................................................20 Imperia............................................................................................................................................22 Value Added Benefits..................................................................................................................26 Key FAQs............................................................................................................................................28 WHOM CAN A PAM SOURCE?.......................................................................................................28 KEY POINTERS on INITIAL PAY - IN............................................................................................29 What is the IP criteria of the Programmes ?................................................................................29 Is IP from the family members also considered ?.......................................................................29 What happens in case of multiple cheques given by the customer as Initial Pay - in ?...............30 Is it necessary to link the FD to the SA or CA cust id ?...............................................................30 KEY POINTERS on RACING ( Flagging of programme type against a customer ) ..........................31 What is racing ?..........................................................................................................................31 How does a PAM/DSM ensures that the customer sourced by him is raced ?.............................31 Where do you find RM/PB codes for a branch ?.........................................................................32 What is the process in case a branch does not have an RM code.................................................32 Where do you check whether the customer is raced?...................................................................32

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Abbreviations Commonly Used at HDFC Bank

HNW High Net Worth Cust ID Customer Id IP- Initial Pay CTG Customer to Group PH Product Holding IPH Income Product Holding CPH- Customer Product Holding GPH- Group Product Holding COP Classic on Phone PB Personal Banker RM Relationship Manager ICRM Imperia Client Relationship Manager BM Branch Manager AQB- Average Quarterly Balance AMB- Average Monthly Balance DVU CPU Credit Processing Unit TAT- Turnaround Time POD Proof of Delivery AODs Account Opening Documents PEF- Programme Entry Form NTB - New to Bank Customer

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What is Premier Acquisition? A Premier New acquisition is a new relationship sourced into the bank and raised to a Premier Programme portfolio (Classic, Preferred, Imperia)

It is important that the relationship be Raced in the same month of acquisition for it to be considered as a Premier new acquisition hence care to be taken to send account opening Form and Programme Entry form together. Also this needs to be a new relationship to the bank, The customer should not have any prior Savings / Current / FD relationship with the bank .

A Premier New acquisition can be done by a RM, PB, PAM or any SM.

Premier Acquisition Managers (PAM) The Premier Banking Acquisition team is designed with the intention of tapping and acquiring those High Net Worth Individuals who are presently not banking with us but have the potential of being a part of our Premier Banking. These customers may be banking with competition, but our intention is to eventually be their primary banker. Currently, the Managed Portfolio comprises of the existing bank customers who have been upgraded basis their liability relationship to Imperia, Preferred or Classic Programme and is managed actively by the branch Imperia Relationship Managers, Relationship Managers or Personal

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Bankers. It is our endeavour to increase the number of Managed customers through new acquisition.

Objective of the Premier Acquisition Channel The clear cut objectives of this channel are:

To fuel growth of Managed Portfolio through external sources To increase the overall customer base of managed portfolio Create opportunity for cross sales amongst products

Role of Premier Acquisition Managers (PAMS)

To acquire new to bank HNI customers (Classic , Preferred & Imperia) Acquire customers from target segment to ensure growth potential Cross sell minimum 3 products while acquiring relationship to ensure eventually we
become their primary bankers

Programme Sourced The PAMS are only supposed to source Managed portfolio relationships: Classic Classic Portfolio in a structured relationship Programme, managed by Personal Bankers. Preferred Preferred Portfolio in a structured relationship Programme, managed by Relationship Managers Imperia Imperia are the most high end and profitable structured relationship programme of the bank. Managed by ICRM (Imperia client relationship manager)

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Acquisition strategy The target segment for acquisition of Classic, Preferred or Imperia customer will be

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The first and foremost target would be relations that are New To Bank High end self employed Doctors, Architects, Chartered Accountants, Artists, etc and not currently banking with us. People staying in affluent localities within each cities Leads to be generated through cold calling by the PAM from External Databases like Doctors Associations / Clubs etc Sponsoring events organized by various Trusts / Hospitals etc for lead generation Providing Leads such as Credit card and Auto leads

Criteria for the Programme The Criteria can be stated based on the following specifications:Initial Pay In:-

Classic IP of Rs. 1lac in Savings A/c or SA+FD has to be Rs. 5lac from the PRIMARY ID

Preferred IP of Rs. 2lac in Savings A/c or 5lac in CA or SA+FD has to be Rs. 15lac from the PRIMARY ID

Imperia
IP of Rs. 10lac in Savings A/c or SA+FD has to be Rs. 30lac from the PRIMARY ID 3 Product Cross Sell:Three product cross sell is a mandatory requirement for sourcing through Premier Acquisition . The 3 product has to be within the bucket of products mentioned below

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PAM Checklist to startup Employee Code On joining work a joining intimation report has to be filled by the PAM supervisor in the bulletin board. On correctly filling up of the report an employee code is automatically generated and intimated to the supervisor within 2 working days Mail ID Mail id is also automatically generated on selecting the option while filling in the JII and it approximately takes 7 working days for the mail ids to be created RIM All forms of communication for availing RIM has to be done with RIMHelpdesk. A particular format is provided by them which has to be filled in and forwarded to them with a VP level approval based on the Category of Usage limit suggested by the supervisor Key Result Area The key result area of the PAM includes 3 main areas Sales Numbers based on Vintage A PAM is supposed to have a productivity of atleast 4 managed programmes/Month. Any PAM who is Vintage ie existent in the channel for more than 3 months then he/she is supposed to have a productivity of more than 6 managed programmes per month
Depletion The PAMs responsibility doesnot conclude by sourcing new relations but he is also responsible for the customer maintaining the programme eligibility criteria for the first month

Sourcing the right Quality of customers Customer profiling is one of the key responsibilities of the PAM
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Who can be sourced & what can be grouped to it ? Who can be grouped? Spouse, children, father, mother, brother, sister Proprietorship/Partnership/Pvt Ltd/Company/HUF in which the individual is the Proprietor, Partner, Director or Karta Proprietor in the individual capacity and family members as per the grouping criteria for individuals All partners in their individual capacity and their family members as per the grouping criteria for individuals All Directors in their individual capacity and their family members as per the grouping criteria for individuals The Karta and Co-Parceners in their individual capacity None of the trustees and members of the society can be grouped

1.

Who can be sourced ? Individual

2. 3. 4. 5. 6.

Proprietorship firm Partnership firm Pvt. Ltd. Company HUF Trust/society

In case of Classic and Imperia the primary ID has to be an Individual and the other categories can be grouped to it
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New relationship sourcing Process

On identifying the potential customer, the Acquisition Manager Premier Banking will apprise him of the program benefits, hand him the respective program brochure BM The information of the new Acquisition has to be given to the respective The BM will then allocate the relations to the RMs The Joint visit by the PAM & RM has to be done with the Customer

The DSM/PAM will open a SA a/c of the customer ( for Classic,Preferred & Imperia) , CA (for Preferred) with the required initial pay in cheque as per the programme criteria The customer has to signoff the Customer Declaration letter furnishing consent to maintain the stipulated AMB required for the Programme The PAM also has to register the customer for Phone Banking compulsorily At least 3 products to be sold at the time of acquisition to qualify for Classic or Preferred or Imperia
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After the AOD is filled and documentation completed, information about the sourced customers, the Handover sheet and the Customer Profiler will be provided by /PAMDSM to the BM and ICRM/RM/PB as per the local branchbanking tie-up The RM will necessarily check the following and then take over the relationship

Acquisition KITs PAMs should carry the Acquisition Kit on all sales call Preferred and Classic Kits contain Welcome letter & Brochure PAMs to stuff the Customer declaration and the relevant a/c opening docs in the kits Imperia kits contain Welcome letter & Brochure Branded Imperia forms Customer Profiler

The Kits are available at Classic Indent it directly from Stationary Stationary Code - 91250

Imperia kits Indent it directly from Stationary

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Stationary Code - 91196 Preferred kits

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Indent it from stationary Stationary code : 9407

*Kits are to be handed over only to acquired customers

Handover process

PAM/DSM

Classi c

Preferre d

Imperia

To be Handed Over : To COP To branch To be handed over to Branch RM

To be handed over to Branch ICRM

In case of Handover to the COP units

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All Classic customers have to be handed over to the COP units in case of COP locations Following information about the sourced customer to be provided AOD no Initial Pay-in Details of products cross sold Other related a/c if any Contact no

The Cop locations and unit head are given in the table below Location Unit Heads Mumbai Jyotsna Sharma Ahmedabad David Everett Bangalore Gerard Pinto Hyderabad Geeta Damayanthi Kolkata Neer Sen Pune Mangesh Kadam Chandigarh Ankur Goel Delhi Shalabh Khare Chennai Gayathri Suryanarayanan Indore Rituraj Singh Parmar Cochin Anita Tatu Jaipur Deepak Khandelwal Contact # 9320712429 9376109252 9341900861 9391347424 9330035719 9371092949 9316031254 9312690714 9380492695 9387005504 9314179079

Process to be Followed

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Classic on Phone (COP) Unit head will allocate the relation to one of the PBs Welcome call to the customer by the PB will be done COP Unit Head will send the Programme Entry form (PEF) signed by the COP Unit Head Handover sheet to be filled in by the PAM & PB/COP UH and original to be filed by the PAM Xerox to be retained by the Unit head AOD to be logged in with PEF Xerox of the Customer declaration A signed customer declaration and is to signed by the COP UNIT

* All classic customers at COP locations has to be raced mandatorily into Cop and not in the branch

Process of Handover to Branch The PAM has to give information about the sourced customer to the BM BM will allocate an a RM/ICRM/PB for that particular Customer RM/ICRM and the PAM should jointly visit the customer before A/C opening takes place Post meeting the handover sheet will be signed by the RM/ICRM/PB & the PAM and original to be filed by PAM The RM/ICRM/PB will sign the PEF, it is to be checked mandatorily that the sign is followed by the Date AOD to be compulsorily logged in with PEF Xerox of the customer Declaration

Original of the customer declaration & Profiler to be given to the RM If the relationship sourced is having FD then it has to be linked to the

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Original of the Handover sheet to be filed by MANUAL PAM in a the 08 separate file

Handover sheet

Handover sheet for Wealth Sales RM

I hereby handover this customer to this PB /RM Programme name (Imperia / Preferred / Classic) PB/RM code AOF no of the customer Customer Name DOB of the customer Initial Pay in amount (Rs) ( SB/FD) Name of the AMPB Signature of the AMPB Products signed up (atleast 4products to be signed up) Savings a/c Fixed Deposit ISA Demat

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HSL Insta Alert Others Phonebanking registration Customer Declaration signed by the customer I agree to service and manage this above mentioned customer Name of theRM/PB Signature of the RM/COP Unit head

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Handover sheet to be mandatorily filled & signed by the SM & PB/RM with details of the customer The RM/PB/ICRM has to put in the date at the time of signing it.

Managed Programme in HDFC Bank There are 3 structured relationship programmes designed for the Managed Portfolio of the bank. The logic behind creating these programmes lay in identifying those customers who can provide large Liability AQB balances and who contribute to the profitability of the bank. These customer offer high potential in terms of large liability balance if they are proactively focused on and managed by branches. The detailed features benefits and selling point: Classic Programme: Classic Portfolio is a structured relationship programme managed by Personal Bankers. The Classic Banking programme has been in existence since 2003. The logic behind creating this portfolio lay in identifying customer with large CASA AQB balances, which do not form part of the Preferred or Imperia Programme. These customers offer high potential in terms of large liability balance if they are proactively focused on and managed by branches.

Eligibility for Classic Programme: To be eligible for the Classic Banking Programme the following criteria has to be met:
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Retail Resident Individual 1 Saving Account under customer id is mandatory Saving AQB => Rs 1 lakh over two consecutive quarters at a customer id/group level OR Relationship size => Rs 5 lacs at a customer id/group level, with at least 1 savings account (Tenor of FD is recommended to be at least 6 months)

Classic on Phone: The Classic on Phone (COP) programme has been designed with the intention of tapping on the huge Classic customer database available with the bank. The Branch Personal bankers have certain limitations on the size of the portfolio they can manage because, in addition to the portfolio customers the PBs also have to service the walk-ins and address the operational activities of the bank. This resulted in a large number of eligible Classic customers unattended in spite of the fact that they were eligible for the programme. Classic on Phone programme was developed to ensure that those customers not serviced through a branch PB, will be serviced through a PB on phone. The personal banker will service the customer through phone and the COP will work out of the established Phone Banking Units across the major cities in India. This ensures that the benefits of Classic programme is extended to all the customers eligible for Classic, the bank does not lose out on its customer base and the process of upgrading the customer to the next level is not halted for the want of infrastructure The following benefits will be available to all Classic Banking Programme customers: All Classic Banking Programme customers will have a dedicated Personal Banker (PB) to look after the relationship. The PB will be available for servicing the

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customer in the branch or over phone The PB will call and keep in touch with the customer to fulfill all servicing needs and to cross sell and deepen the relationship. Special pricing and discounts on products and services will be available to the Classic Banking Programme customer as listed below. The details are given product wise. Please refer the Classic Programme Benefit Chart for other product/service benefits to customers

Classic Programme Benefit Chart

Product/ Service Type Credit Cards Product/ Service offering Platinum Plus Credit Card, Co-branded Gold Credit Card Provide CASA and FD accounts where the customer is the first holder Any transaction at non -HDFC bank Pricing Benefit for Classic Customers

Credit cards Free for Life, Platinum Plus Card offered post credit worthiness check of the Classic Customer, My City Benefits available at a price

Combined Monthly Statement Transaction s at nonHDFC bank ATMs

Free for Life

Free for Life

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Co-branded Gold Debit Card, Woman's Advantage Debit Card

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Debit Cards Locker Charges DD/ MCs Cheque book Forex Demat and HDFC Securities Trading Account Self/ Third Party Inter branch cash transaction s Asset products BillPay, InstaAlerts Service Charges

Free for Life

Locker facility subject Discount of 50% applicable to availability Issue DD/ MC's up to Rs. 50000 per day PAP cheque book Discount on forex transactions Free for Life Benefit up to 5 paisa on buy/ sell

Special Pricing applicable for Classic customers

Cash deposit/ withdrawal up to Rs. 100000

Free of any charges

Preferential pricing on asset products Charges waived off for Classic customers Non-maintenance of AQB balances Waived off for Classic Customers

Please note - The charges for cash withdrawal and balance enquiry will be reversed if a Classic customer transacts in any non HDFC Bank, VISA / Master / Euro Net / SBI / Andhra Bank. There is no limit on the no of transactions. Please tell the customer at the time of transaction he will be charged, however by the first week of next month the charge will be reversed centrally. This benefit is applicable only to ATM's in India. Transactions in International ATM's will be charged.

Preferred Program The Preferred program has been designed to take care of the most profitable customers of the bank. Currently since profitability data at customer level is not available, the liabilities relationship balance is being used as a surrogate for profitability. Existing large value customers will be upgraded into the Preferred program as and when they reach the required threshold to enter the program.
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The objectives of the Preferred program are:

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Enhance the size of the relationship that the Preferred customers have with the bank. Thus growth over the current relationship value remains the foremost objective. Deepen the relationship by cross selling as many of the banks products and services to the Preferred customers. This will result in higher loyalty and greater profitability of these relationships. Provide the best possible service to these customers. Thus each Preferred relationship will have a Relationship Manager to take care of all service needs. Through a process of referrals from existing Preferred customers and through targeted programs on select customer databases, acquire new Preferred customers into the program.

The eligibility Criteria for Preferred are:

Savings AQB of 2 lakhs or Current AQB of 5 lakhs or FD Relationship of 15 lakhs with at least one CASA account.

The tenor of the FD should be at least 6 months. In case more than 1 FD is aggregated to arrive at the 15 lakhs limit then all aggregated FDs should have a tenor of at least 6 months. The CASA account can be a zero balance CASA account. Customers contact details should be updated in the banks system. The criteria for entry into the Preferred program can be satisfied by a single customer (i.e. a single Customer ID) or by multiple customer belonging to a relationship or Group (i.e. A set of multiple Customer ID) belonging to a single group. The detailed benefits and features of the Preferred Programme are listed below: The following benefits will be available to all Preferred Banking Programme customers 1. All Preferred customers will have a dedicated Relationship Manager to look after their relationship. The role of the RM will be to offer all products and services of the bank to the customers and make it easy for the customers to avail of these services. The RM will also be responsible to take care of all servicing needs to the Preferred customers.
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2. Special price offs or discounts on products and services. The list below provides the discounts available

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The Key Feautures of the Preferred Programme The benefit chart for the preferred Programme is mentioned below :
Item Waiver of min AQB maintenance charges Preferred Gold Debit card free -a specially designed card for Preferred customers Higher limits on the Preferred Gold Debit card PAP cheque book facility on the SB account PAP facility on Current accounts 50% discount on locker charges Better conversion rates on Remarks All accounts belonging to customers under the Preferred program will get a zero balance waiver The annual fee will be waived for life for all customers under the Preferred program. This waiver will apply to all the account holders in that Group. All Preferred customers will get this specially designed debit card. This card will be used as an identifier for a whole host of marketing programs. The RM will have to get an application filled for the same. The daily limits applicable to debit cards issued to Preferred customers will be cash withdrawal at ATMs Rs. 50,000/-, at POS ; Rs . 50,000 Preferred customers will get free PAP cheque books on the SB account. This facility will be available on request. Preferred customers can also request for a free PAP cheque book on their Current account. Preferred customers will get a reduced annual rental of 50 per cent on lockers Conversion rates on FX transactions can be improved up to 8 paise on 21

1.

2.

4. 5. 6. 7. 8.

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FX txns 9. Special pricing on credit cards the card rates for both buy and sell FX txns

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10.

No annual charges on Demat accounts

11. 12. 13. 14. 14 15.

Cheque pick up Free combined statement Free standing instructions Special pricing on asset products* Transactions on any nonHDFC bank ATM Free E-Age Banking

Preferred customers will get a waiver on the annual fee on the Platinum Plus or the Gold credit card. -AMC charges for these customers are waived for as long as they are Preferred - the FMC charges will be waived from 2nd year onwards also, provided the account is funded with shares within the first year - This waiver is available even if all the Demat a/cs are linked in to a single SA a/c. - This offer is applicable on all Demat a/cs opened after the customer is part of the Preferred programme - Preferred customers are charged a transaction charge of .03% and not the regular .04% on transactions in the Demat account Preferred customers can request for a free cheque pick up for deposit into their account Preferred customers will receive a combined statement at a monthly frequency free of charge. The statement will provide details of their CASA and FD accounts. The set up fee of Rs. 150/- and transaction charge of Rs. 25/- per txn is waived for Preferred customers. Preferred customers will get a preferential pricing on Asset products. Preferred customers can do a balance enquiry or cash withdrawal free of cost from any VISA/Mastercard/Euronet ATM within India Preferred customers can enjoy the convenience of anytime, anywhere banking via free Netbanking, Mobile Banking and Phone Banking.

Imperia Features of the Programme The Imperia programme will be offered only in branches that have a dedicated Imperia RM. This RM will be known as the Imperia Client Relationship Manager (CRM). A branch is eligible for an Imperia CRM if it has at least 75 groups eligible for the programme. Until the branch has an Imperia CRM, the eligible groups in that branch cannot be upgraded to Imperia and need to be part of the Preferred programme. The key differentiators of this programme are: 1. Customer Experience Customers will be offered a different and exclusive experience via: Touchpoints
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Communication Events Gifting Differentiated chequebook etc

2.

Value Added Benefits

Customers will be eligible for price offs and benefits across a wide suite of the banks financial products and services

Customer Experience The various components of the exclusive customer experience are: Events

Quarterly events will be arranged for customers in every city. The event could be dinners, movie preview, invitation to play or concert etc. The Imperia CRMs will invite the customers for the events via standardized Imperia invite available in stationery. The Imperia CRMs will send customer wise details to the Imperia product team on whether a customer attended the event or not.

Birthday The bank has tied up with CRY, a NGO. On the customer's birthday, the Bank will donate a certain amount to CRY, and receive a token of appreciation from the NGO. The Imperia CRM will present this token to the customer on his/ her birthday. The process for the same will be: The Imperia product team will identify all birthdays coming up in a month by the 1st / 2nd of the previous month. The list will be sent to the Imperia CRMs along with the gifts by 5th of the previous month. Imperia CRMs will fix appointment with the customer for a meeting on the specified day. The gift bag and card will be sent to the RM along with the gift. Imperia CRM to present the gift to the customer in the gift bag along with the birthday card.
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Imperia CRM to confirm to the Imperia product team that the gift has been handed over within 24 hours. In case the product team does not receive a confirmation, the case will be escalated to the ZH.

New Year/ Festival Season

Gifts will be identified and sent to the Imperia CRMs to present to their customers for New Year and/or festival season. The Imperia CRMs will send a weekly confirmation of delivery, with customer wise details, to the Imperia product team with a CC to the BM. The product team will track the list at a weekly interval to ensure all gifts have been delivered.

Exclusive Imperia Phone Banking Service

Imperia customers can avail of exclusive toll free number to access PhoneBanking. On calling this number, the customer will hear a special greeting before being lead to the IVR.

Imperia Webpage

The webpage for Imperia will look different and in line with the exclusive theme of the programme. The customer will able to login to NetBanking through this page and see customized intermediary screens.

Imperia Magazine

The customers will receive a monthly magazine. This magazine will contain investment advice, bank offering, status on events and non-financial features like lifestyle, travel, fashion etc.

Imperia Monthly Statement

Imperia customers will receive monthly combined statement for all CASA and FD accounts where they are the first holders. These statements will be designed to look distinctly different from the Preferred statements.

Imperia Chequebook

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The customers will receive a specially designed Imperia chequebook that is PAP by default. Even if the customer requests for the cheque book via a DBC, he / she will be issued a PAP chequebook.

Easy shop Imperia Debit Card

The customers qualify for an exclusive Gold Debit Card Easyshop Imperia Debit Card. The card will have a limit of 50,000 per day in ATMs and 50,000 per day at POS. If a customer is being raced to the portfolio, the CRM must attach the Imperia Debit card form, duly signed by the customer, to the racing form. In all cases where the Debit card form is not attached, CPU will return the form and not race the customer. Only exceptions to this rule are minors as they are not eligible for the card. This card is exclusive to the programme and in case of deracing, the CRM will have to attach the customers Gold / Normal Debit card form along with the deracing form. This is required so that the customer's Imperia card is discontinued and a new card issued.

Imperia ATM Screens

When the customer inserts the Easyshop Imperia Debit card in the ATM, he will see exclusive screens. This experience is not available to the customer if he does not upgrade to the Easyshop Imperia Debit card.

Interaction with Branch

The Imperia Client Relationship Manager must meet these customers personally at least once a month. The same will be tracked in CCM by the Imperia Product team. The BM must meet the customer atleast once a quarter. The same should also be captured in CCM for tracking purposes.

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Value Added Benefits The Imperia customer can avail of the following offerings:
Product Imperia Client Relationship Manager Wealth Management Offering Dedicated Relationship Manager for all financial needs. Advisor will signup customer on the basis of customer interest. Preferential pricing on interactive Advisory products will be offered as per the projected income In case of non Advisory customers, the Imperia Investment Counselor will support the Imperia CRM. The IIC will act as a support advisor and help in asset allocation, portfolio tracking and TPP sales - Free Equi All - ISA a/c opened free of charge to route MF investments - Free monthly Investments advice via the Imperia magazine - Account opening charge completely waived - Relationship Executives and HDB Dealers support provided - Prioritised account opening with TAT of 2 days - Volume based brokerage discount - HSL RM provided for complaint resolution - Waiver on FMC charges of Demat account as long as the customer is raced to Imperia - Transaction charge of 0.03% or minimum Rs.21 26

HSL Account

Demat

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- Dedicated people for prompt resolution of issues Credit Cards Auto Loan

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- Lifetime free Titanium card for all customers in the group. - Pricing of 11.50% - Relationship pricing applicable - Pre approved limits upto 15 lac - Prioritised processing with minimum documentation with CPV waiver 12 working hours - Special deals for C and D segment cars - SMs to handle issues - Pricing - 10.50% - Processing fees of 1% waived - Reduced TAT (3 days from date of lien marking) and LAS RM support provided

LAS

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Product Personal Loan

Offering - Pricing -12% - 18% (lower rates in case of Corporate Salary customers) - Transfer pricing applicable - Pre approved limits on F4 - Prioritised processing with minimum documentation and CPV waiver (24 hour TAT for Pre qualified base and 48 hour TAT for others) - SMs to handle issues Business Banking - 25% reduction in processing fees - Prioritised processing (TAT of 10 days) - RM support of resolving issues Forex - 10 paise improvement on buy / sell rate - No issuance fees on TCs - no FIRC charges - Free HDFC Bank Forex card Debit Card - Differentiated free Imperia Debit Card for all ids in group (excluding product codes that are not eligible for high limits on the Debit card such as minor a/c) - Limits - Cash 50k; POS - 50k - this card carries all benefits of the HDFC Bank Gold Debit card - Free transactions (cash withdrawal and balance enquiry) at non HDFC bank international as well as domestic ATMs Locker 100% discount on annual locker rental charge At Par Chequebook Free, by default on all accounts and can be requested for through branch as well as DBCs Combined Monthly Monthly combined statement of CASA and FD accounts where Statement customer is first holder Gold Bar Preferential pricing: <50 gm 5%, 50 100 gm 5.25%, >100 gm 6% BillPay / InstaAlert Free AQB Charges Charges on non maintenance of AQB waived for all accounts in the group

Key FAQs

WHOM CAN A PAM SOURCE? PAMs can ONLY source NEW TO BANK CUSTOMERs Customers already holding existing Savings a/c with the bank ( even in some other branch) can NOT be sourced by PAMs

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Customers already having Current a/c with the bank can be sourced by the PAMs provided the Savings A/c is sourced with the required IP criteria of the programme(for eg . a customer having a current a/c XYZ can be acquired by a PAM with 2lac of IP in Savings a/c and required 3 product cross sell ) Customers holding standalone FD relation can not be sourced by PAMs This IP needs to be fresh fund from other bank & not a transfer from Current a/c PAMs can not source such customers whose family members are already a part of Classic, Preferred or Imperia

KEY POINTERS on INITIAL PAY - IN What is the IP criteria of the Programmes ?

The IP criteria for the primary id is : Imperia - 10lac for Savings a/c or SA+ TD of 30lac from the primary id Preferred - 2 lac for Savings a/c or 5lac for Current a/c or 15lac for CASA + TD from the primary id Classic - 1lac in Saving a/c or 5lac for in SA+TD from the primary id

Is IP from the family members also considered ?

No. Only IP from the primary id is considered FD relations as SOW or JOF are only considered If the IP is not as per the criteria , the PAM does not get credit for that particular case (Rejected on the ground of ' inadequate IP ')

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What happens in case of multiple cheques given by the customer as Initial Pay - in ?

Multiple cheques given by the customer at the time of a/c opening are only considered These cheques will have to be handed over to the RM at the the time of handover of the relation All the cheques need to be deposited together at the time of account opening. All the cheque details need to be filled on the AOD in the cheque details field for The money should be credited to the a/c of the customer within a TAT of 4days In cases of accounts sourced with multiple cheques . Details need to be immediately forwarded to the National PAM coordinator( in the format prescribed by National PAM coordinator ) One compiled excel sheet per region , approved by the ZH will be shared by the National PAM coordinator with Product ( Rangoli Mukherjee) by the 2nd of the next month . No further cases will be considered after that. Is it necessary to link the FD to the SA or CA cust id ?

Yes. The FD needs to be compulsorily linked to the SA or CA cust

id

The FD forms needs to be sent along with SB AOD to ensure a single cust ID created and SB and FD are linked The FD form has to be stapled along with the SA or CA AOD & dispatched together to the concerned person in CPU or RDVU

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KEY POINTERS on RACING ( Flagging of programme type against a customer ) What is racing ? Racing is the process of flagging the ethnic code ( 4 for Classic, 2 for Preferred & 7 for Imperia ) to a cust id & group id A customer becomes a part of the programme & receives the programme benefits only when racing happens in system PAM /DSM gets credit only for an a/c sourced & raced in the same month (in case of exceptions, same to be escalated to product)*

How does a PAM/DSM ensures that the customer sourced by him is raced ? AOD along with the Programme entry form ( PEF ) needs to go to RDVU or CPU to which the branch is linked along with the account opening form and documents Special packets containing the AOD+PEF has to be dispatched in attention to the following contact persons The contact person for the following RDVU locations are given below Location RDVU Gurgaon RDVU Ahmedabad RDVU Hyd RDVU Kol RDVU Kochi RDVU Chandigarh CPU Chennai CPU Mumbai Contact Person Mr. Rajendra Chaurasia Mr. Saumil Champaneri Mr. Dharmendra Gogineni Mr. Amitava Mukherjee Ms. Ambika Gopalakrishnan Mr. Manish Manchanda Ms. Meenakshi Thiagarajan / Mr. Shirish Shah Mr. Avinash Salunkhe / Mr. Balaji Chawan

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What are the checks that a PAM /DSM has to do in the Programme entry form (PEF) ? The Bar code no. of the AOD of the PRIMARY ID should be inputted in the Cust id & Group id field in the PEF Name of the primary customer (as mentioned in the AOD ) should be filled in " Name of the primary id in the relationship' field in the PEF RM/PB code is duly filled in. The PAM needs to just double check that the RM is putting his Portfolio code and not employee code. PAM to ensure that the PEF is correct to get the customer raced Where do you find RM/PB codes for a branch ? At the beginning of the month , the updated RM & PB code masters will be sent to the ASMs, ASHs & RSMs from HNW Help The master is also uploaded in the following path : PB Master - Information Portal > Branch Sales portal > Personal bankers > Whats new in classic programme >PB Master RM code Master - Information Portal > Branch Sales portal > Relationship Managers > RM - BM master

What is the process in case a branch does not have an RM code Mail to be sent by the BM to Kiran Salunke for RM code generation & Neeraj Rathod for PB code generation with the following details : Branch code Confirmation whether it is an e-CBOP branch or not Where do you check whether the customer is raced? Racing can be checked in Host CI902

PAM to check that cust id sourced by him is the group id for him to get credit * In case of exceptions, where handover and certification happen in month X but due racing spills over to month X+1, exceptional credit can be provided only if the PAM produces the handover sheet.

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