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Annual Report 2024-2025

img Annual Report 2024-2025
Retail
Liabilities
(Branch
Banking &
TASC)

Banking Closer,
Serving Better.

Retail Liabilities is the key pillar of our strategy for promoting financial inclusion, driving customer centricity, and strengthening liability franchise. Leveraging its strong presence across diverse geographies and deep-rooted customer relationships, Retail Liabilities serves as a vital enabler in bridging the physical and digital divide. This vertical continues to evolve and assume more responsibilities as compared to the traditional notion of a simple distribution channel, effectively fusing human interaction with a core that is digitally driven.

The Branch Banking and TASC segment plays a strategic role in strengthening our retail liability base, which is driven by a dual focus on acquiring new customers and enhancing existing relationships. We make our presence felt through an expansive network that includes 753 banking touchpoints across 26 states and Union Territories, comprising of 563 branches, 186 unbanked centres, 4 Business Correspondent (BCs), and 23 asset centres. A calibrated expansion strategy is underway to scale the footprint in metros and urban locations, having high-liability potential. The vertical caters to the key customer segments that include individuals, such as senior citizens, women, Non-Resident Indian (NRI) customers, and High Net-Worth Individuals (HNIs), in addition to non-individuals under the Trust, Associations, Societies, and Clubs (TASC) and retail enterprise categories. Blending assisted services with digital-led engagement, the branch banking segment excels in its hybrid approach, reinforcing its role as a critical interface for delivering inclusive and accessible financial services.

Performance Dashboard

₹ 24,179 Crores

Liabilities Book of Branch Banking and TASC

18 % YoY

₹ 7,817 Crores

CASA Book

17 % YoY

( Growth in FY 2024-25 in Comparison of FY 2023-24)

Highlights of FY 2024-25

  • Launched a series of innovative products and services including:
    • Non-Resident (NR) Maxima Savings Account
    • Navratna Family Account
    • QR Soundbox for real-time payment confirmation
    • Minor Savings Account via handheld devices
    • Court Deposit
    • Millionaire Recurring Deposit
    • Individual Current Account opening via Handheld Device (HHD)
    • Direct tax payment through Business Net Banking (BNB) for current account holders
    • Educational segment programme for Trusts, Associations, Societies, and Clubs (TASC)
  • Enhanced operational efficiency through the ‘Service Quality Friday School’ and the ‘Aajeevan’ life-event-based service model
  • Achieved the milestone of surpassing ₹ 1,500 Crores in value for the Maxima Variant
  • Attained significant uplift in customer onboarding speed, grievance redressal rate (96% within TAT), and service standardisation

Opportunity Landscape

The Small Finance Bank (SFB) sector in India has a vast potential to grow, stimulated by a large un-served and under-served population that is backed by growing digital literacy, and government-led financial inclusion programmes. As the push towards convenience and personalisation continues to rise in step with evolving customer preferences, branch banking models that integrate digital and human touchpoints remains strategically critical. Through its differentiated customer portfolio, expanding physical reach, and sustained investments in digital onboarding and servicing, we believe we are at the forefront of tapping the enhanced opportunities to create a stronger momentum.

Outlook

Going forward, retail liabilities channel is set to accelerate strategic growth through a concerted strategy that incorporates deeper penetration in high-potential regions, augmented innovation in customer-centric products, and a more aggressive push towards digital onboarding and servicing. With our objective to position Ujjivan as a digitally-forward yet customer centric bank, we remain focused on scaling premium solutions, boosting customer connect, and upgrading cost effectiveness. With inclusive banking at the core of our tactical endeavours, we stay committed to widen the footprint of branch banking and TASC into the under-served parts of the country and bolster its presence as a trusted banking partner across India.

FIGB
Treasury