Page 53 - Demo

Responsible Business Conduct
Our approach to stakeholder engagement:
Stakeholder group Mode and frequency of
engagement Metrics tracked Expectations
Shareholders
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Annual report (4)
Stock exchange intimations (7)
Press releases (2)
Investor meetings (7,1)
Conference calls (4)
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Revenue growth, profits
Sustainability
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Growth, returns and
governance
Timely and qualitative
information
Shareholder service
standards
Employees
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Digital communication tools (1)
Career conversations (3)
Thematic speaker sessions (7)
Recognition, awards,
appreciation hour/huddles (1,2)
Engagement with leaders,
townhalls, open houses (2, 8)
Performance evaluations (3,4)
Cultural events and contests (6)
Teams outings (7)
Mentorship programmes (1)
Learning interventions (7)
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Engagement score
Mobility/role rotations
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Career advancement
Fair compensation
Meaningful contribution
Recognition and well- being
Vendors
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Meetings, emails, calls (1)
Surveys and assessments (4)
Applications and portals (1)
Learning interventions (9)
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Engagement
Sustainability assessment of
supply chain
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Overall payment experience
Accessibility and
responsiveness
Long-term and mutually
beneficial relationship
Clients
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Meetings, letters, emails
and calls (1)
Mobile applications and portals (1)
Webinars, newsletters and
publications(6,7)
Surveys (6)
Feedback forms (9)
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Net Promoter Score
Revenue from key clients
Contribution from new offerings
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Client-centricity
Analytical rigour
Domain expertise
Communities
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Financial awareness, access to
formal services and adoption of
positive financial practices (1)
Developing cadre of community-
based workers (Sakhi) (1)
MoneyWise Centres for
Financial Literacy (CFL) for
community under the RBI CFL
initiative (1)
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Community outreach and
linkages facilitated to formal
banking products and services
through Sakhi cadre
Acceptance and skills of Sakhi
cadre
Awareness and access availed
for the community
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Relevant awareness and
access to formal financial
services
Timely documentation and
query resolution through
Sakhi cadre and grassroot
workers
Note: (1) Ongoing (2) Quarterly (3) Mid-term (4) Annual (5) Weekly (6) Monthly (7) Event-based (8) Planned frequency (9) Project/service-based
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