Citibank
Citibank Performance Answers
Answer 1:
James has been given an overall rating of Above Par. Except the rating for Customer Satisfaction all other ratings for him are above Par. The sheet is attached as a supplement Answer 2 describes the substantiation of each of individual ratings.
Answer 2:
Financial – Above Par.
Clearly James has driven growth, as indicated in 48% increase in contribution margin year over year. Given the size of the branch, ensuring a growth of 48% indicates significant push on the part of James and his team.
Strategy Implementation - Above Par.
James has proven his ability to sell to the variety of clientele by driving sales and showing consistent retail asset balances. Given the short time frame of data it is not clear if there is a cause to the increase in attrition and the decrease in new accounts. However, the overall households stayed the same. It is assumed and inferred from the details in the case that the attrition numbers and non-growth is normal to running the business.
Customer Satisfaction – Par:
Based on the details provided in the case, James and team have shown a turnaround and hence earn a Par in this area. However, the case doesn’t provide enough data to substantiate if this measure has any effect on strategic or financial performance of the bank. Also, loss of employee or non-bank controlled factors such as break-down of ATMs near a busy bank could lead to sufficient discomfort for the customers. These criteria may not be under James’s direct control.
Another aspect may be that James is focusing on High revenue generating individuals Vs. regular customers, which may be the differentiating factor from other competing businesses.
People / Standards - Above Par
Clearly James’s boss is impressed and this is a totally subjective area. Given his ability to successfully manage the bank as well as perform various activities within the organization contribute to the Above Par rating.
Overall –
Answer 1:
James has been given an overall rating of Above Par. Except the rating for Customer Satisfaction all other ratings for him are above Par. The sheet is attached as a supplement Answer 2 describes the substantiation of each of individual ratings.
Answer 2:
Financial – Above Par.
Clearly James has driven growth, as indicated in 48% increase in contribution margin year over year. Given the size of the branch, ensuring a growth of 48% indicates significant push on the part of James and his team.
Strategy Implementation - Above Par.
James has proven his ability to sell to the variety of clientele by driving sales and showing consistent retail asset balances. Given the short time frame of data it is not clear if there is a cause to the increase in attrition and the decrease in new accounts. However, the overall households stayed the same. It is assumed and inferred from the details in the case that the attrition numbers and non-growth is normal to running the business.
Customer Satisfaction – Par:
Based on the details provided in the case, James and team have shown a turnaround and hence earn a Par in this area. However, the case doesn’t provide enough data to substantiate if this measure has any effect on strategic or financial performance of the bank. Also, loss of employee or non-bank controlled factors such as break-down of ATMs near a busy bank could lead to sufficient discomfort for the customers. These criteria may not be under James’s direct control.
Another aspect may be that James is focusing on High revenue generating individuals Vs. regular customers, which may be the differentiating factor from other competing businesses.
People / Standards - Above Par
Clearly James’s boss is impressed and this is a totally subjective area. Given his ability to successfully manage the bank as well as perform various activities within the organization contribute to the Above Par rating.
Overall –