Synergy of High Net-Worth

Individuals (HNIs) with their

Distribution Channel
Submitted By:
AMIT KUMAR SAHANI
MBA [IT]
IIIT-ALLAHABAD

Supervised By:

External Guide: Internal Guide:

Mr.Mohit Bahuguna Dr. Arpita Khare
Sales Manager, (B&A), Faculty, IIIT-Allahabad.
ICICI Prudential

ACKNOWLEDGEMENT
I wish to express my sincere gratitude to Mr. Mohit Bahuguna, (Sales Manager

B&A, Lucknow) for giving me the opportunity to do my summer training at his highly

esteemed Organization.

I am grateful to Mr.Ritesh Kumar Singh (Team Leader, ICICI Pru, Allahabad), Mr.

Vishal Agrawal, (ICICI Pru, Varanasi) for their Valuable guidance, advice,

suggestion and constant encouragement rendered to me at every stage.

I am also thankful to Mr.R.K.Nishad (IT officer, Varanasi), Mr. Ashok Kamal (Editor,

Samchar times) for giving me information and guidance during my training period.

I am extremely thankful to my Faculty Guide Dr. Arpita Khare at Indian Institute of

Information Technology for her invaluable Guidance and Suggestions during my

Training.

I am also thankful to all others who helped me directly or indirectly towards the

completion of my works.

AMIT

KUMAR SAHANI

MBA (IT)

IIIT- Allahabad

Indian Institute Of Information Technology 2

 TABLE OF CONTENTS

1. OBJECTIVES 5
2. THEORY AND CONCEPT 6
3. COMPANY PROFILE 7
I. COMPANY 7
II. VISION 8
III. PROMOTERS 10
IV. PRODUCT 12
V. DISTRIBUTION 18
4. STRUCTURE OF THE SALES FUNCTION 19
5. IT INTEGRATION 23
6. RESEARCH METHODOLOGY 32
a. PROBLEM&RESEARCH OBJECTIVE 32
b. RESEARCH PLAN 33
c. DATA COLLECTION 33
7. ANAYLISIS 39
8. FINDING 52
9. PORTER FIVE COMPETITIVE FORCES 54
10. SWOT ANAYSIS 57
11. BCG MATRIX 61
12. RECOMMENDATION AND SUGGESTIONS 63
13. BIBLIOGRAPHY 65
14.APPENDIX 66
i. QUESTIONNARIES 66
ii. BOARD OF DIRECTORS 70
iii. MANAGEMENT TEAM 71
iv. SURVEY REPORT 72

Indian Institute Of Information Technology 3

 Objective:-
Financial market is one of the markets where there is lots of option for the

Company, because this market is at the starting point or at the initial stage. ICICI

prudential is a part of these financial markets who is selling the insurance as well as

the mutual fund. The financial market mainly depend upon the investor who have

the power of money to invest into the market in the form of insurance or mutual

funds, and our objective was to find out investor who can be the future client of the

company, our project “Synergy of High Net- Worth Individuals (HNI) With their

Distribution Channel” ,which mainly focus on finding out the investment

behaviors of the HNI clients, their mode of investment , and the people who can

change their financial decision, because most of the HNI client usually take the

Advice of the people who are close to them ,and has the knowledge about the

financial market.

Indian Institute Of Information Technology 4

 Theory and Concept
Financial market is one of the market, which had started to grow a few years ago,
and with boom in this sector many private company came into existence, and ICICI
prudential is one of them. The Financial market is mainly depend on the people who
had enough money to invest, to get a good return out of it and our project aim was to
find out those prospect who can invest heavily on the financial market and the
source through which we can reach them, such as:-
• Bankers.
• Chartered Accountant.
• Investment Consultant

It is general known that most of the heavy investor usually consults their bankers,
chartered accountant or their Investment Consultant before taking any decision
while investing, because they are the people who are generally close to them and
know them very well, so our project was to find out, who are the people who can
change their decision to ICICI Prudential favour .Most of HNI are usually depend
upon their CA, because he is the person who control the financial detail of his client
and his decision are generally consider as one of the most valuable decision . So our
main aim of the project was to find out the various details such as:-
• Chartered Accountants name
• Chartered Accountant, Detail.
• Clients Advisor
• Bank Name

Indian Institute Of Information Technology 5

 Company Profile:

About ICICI Prudential:-

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank,

a premier financial powerhouse and prudential plc, a leading international financial

services group headquartered in the United Kingdom. ICICI Prudential was amongst

the first private sector insurance companies to begin operations in December 2000

after receiving approval from Insurance Regulatory Development Authority (IRDA).

ICICI Prudential's equity base stands at Rs. 9.25 billion with ICICI Bank and

Prudential plc holding 74% and 26% stake respectively. In the financial year ended

March 31, 2005, the company garnered Rs 1584 Crore of new business premium for

a total sum assured of Rs 13,780 Crore and wrote nearly 615,000 policies. The

company has a network of about 56,000 advisors; as well as 7 Bancassurance and

150 corporate agent tie-ups. For the past four years, ICICI Prudential has retained its

position as the No. 1 private life insurer in the country, with a wide range of flexible

products that meet the needs of the Indian customer at every step in life.

Indian Institute Of Information Technology 6

 ICICI Prudential Life is all
about……

He h
alt alt
h Total We
Protection

We cover you at
every step in Life
Life

VISION:-

To make ICICI Prudential the dominant Life and Pensions player built on trust by

world-class people and service.

This is what company hopes to achieve:

 Understanding the needs of customers and offering them superior

products and service

 Leveraging technology to service customers quickly, efficiently and

conveniently.

Indian Institute Of Information Technology 7

  Developing and implementing superior risk management and

investment strategies to offer sustainable and stable returns to

Company’s policyholders

 Providing an enabling environment to foster growth and learning for

Companies employees

 And above all, building transparency in all Company’s dealings.

The success of the company will be founded in its unflinching commitment to 5 core

values -- Integrity, Customer First, Boundary less, Ownership and Passion.

Each of the values describes what the company stands for, the qualities of people

and the way they work.

Company believes that it is on the threshold of an exciting new opportunity, where it

can play a significant role in redefining and reshaping the sector. Given the quality

of parentage and the commitment of its team, there are no limits to its growth.

Indian Institute Of Information Technology 8

 PROMOTERS:-

ICICI Bank:-

ICICI was founded by the World Bank, Government of India and representatives of

the private sector in 1955 to encourage and assist industrial development and

investment in India. ICICI Bank is India’s second-largest bank with total assets of

about Rs.112, 024 Crore and a network of about 450 branches and offices and about

1750 ATMs. It offers a wide range of banking products and financial services to

corporate and retail customers through a variety of delivery channels and through its

specialized subsidiaries and affiliates in the areas of investment banking, life and

non-life insurance, venture capital, asset management and information technology.

ICICI Bank posted a net profit of Rs.1637 Crore for the year ended March 31, 2004.

ICICI Bank’s equity shares are listed in India on stock exchanges at Chennai, Delhi,

Kolkata and Vadodara, the Stock Exchange, Mumbai and the National Stock

Exchange of India Limited and its American Depositary Receipts (ADRs) are listed

on the New York Stock Exchange (NYSE).The Various segment of ICICI are .

Prudential plc:-

Established in London in 1848, Prudential plc, through its businesses in the UK and

Europe, the US and Asia, provides retail financial services products and services to

more than 16 million customers, policyholder and unit holders worldwide. As of

Indian Institute Of Information Technology 9

June 30, 2004, the company had over US$300 billion in funds under management.

Prudential has brought to market an integrated range of financial services products

that now includes life assurance, pensions,

mutual funds, banking, investment management and general insurance. In Asia,

Prudential is the leading European life insurance company with a vast network of 24

life and mutual fund operations in twelve countries - China, Hong Kong, India,

Indonesia, Japan, Korea, Malaysia, the Philippines, Singapore, Taiwan, Thailand

and Vietnam.

The company has six Bancassurance tie-ups, having agreements with ICICI Bank,

Federal Bank, South Indian Bank, Bank of India, Lord Krishna Bank and some co-

operative banks, as well as over 150 corporate agents and brokers. It has also tied up

with NGOs, MFIs and corporates for the distribution of rural policies and

organizations like Dhan for distribution of Salaam Zindagi, a policy for the socially

and economically underprivileged sections of society.

ICICI Prudential has recruited and trained about 2,14,000 insurance advisors to

interface with and advise customers. Further, it leverages its state-of-the-art IT

infrastructure to provide superior quality of service to customers.

PRODUCTS:-

Indian Institute Of Information Technology 10

Insurance Solutions for Individuals

ICICI Prudential Life Insurance offers a range of innovative, customer-centric

products that meet the needs of customers at every life stage. Its 27 products can be

enhanced with up to 6 riders, to create a customized solution for each policyholder.

Savings Solutions:-

• SecurePlus is a transparent and feature-packed savings plan that offers 3

levels of protection.

• Cash Plus is a transparent, feature-packed savings plan that offers 3 levels of

protection as well as liquidity options.

• Save?n?Protect is a traditional endowment savings plan that offers life

protection along with adequate returns.

• CashBak is an anticipated endowment policy ideal for meeting milestone

expenses like a child’s marriage, expenses for a child’s higher education or

purchase of an asset.

• LifeTime & LifeTime II offer customers the flexibility and control to

customize the policy to meet the changing needs at different life stages. Each

offer 4 fund options- Preserver, Protector, Balancer and Maximiser.

Indian Institute Of Information Technology 11

 • LifeLink II is a single premium Market Linked Insurance Plan which

combines life insurance cover with the opportunity to stay invested in the

stock market.

• Premier Life is a limited premium paying plan that offers customers life

insurance cover till the age of 75.

• InvestShield Life is a Market Linked plan that provides capital guarantee on

the invested premiums and declared bonus interest.

• InvestShield Cash is a Market Linked plan that provides capital guarantee

on the invested premiums and declared bonus interest along with flexible

liquidity options.

• InvestShield Gold is a Market Linked plan that provides capital guarantee on

the invested premiums and declared bonus interest along with limited

premium payment terms.

Protection Solutions:-

• Lifeguard is a protection plan, which offers life cover at very low cost. It is

available in 3 options- level term assurance, level term assurance with return

of premium and single premium.

Child Plans

Indian Institute Of Information Technology 12

 • SmartKid education plans provide guaranteed educational benefits to a child

along with life insurance cover for the parent who purchases the policy. The

policy is designed to provide money at important milestones in the child’s

life. SmartKid plans are also available in unit-linked form- both single

premium and regular premium.

Retirement Solutions:-

• Forever Life is a retirement product targeted at individuals in their thirties.

• SecurePlus Pension is a flexible pension plan that allows one to select

between 3 levels of cover.

Market-linked retirement

products:-

• LifeTime Pension II is a regular premium market-linked pension plan

• Life Link Pension II is a single premium market-linked pension plan.

• Invest Shield Pension is a regular premium pension plan with a capital

guarantee on the investible premium and declared bonuses.

Indian Institute Of Information Technology 13

ICICI Prudential also launched- Salaam Zindagi, a social sector group insurance

policy targeted at the economically underprivileged sections of the society.

Group Insurance Solutions:-

ICICI Prudential also offers Group Insurance Solutions for companies seeking to

enhance benefits to their employees.

• ICICI Pru Group Gratuity Plan: ICICI Pru’s group gratuity plan helps

employers fund their statutory gratuity obligation in a scientific manner. The

plan can also be customized to structure schemes that can provide benefits

beyond the statutory obligations.

• ICICI Pru Group Superannuation Plan: ICICI Pru offers a flexible

defined contribution superannuation scheme to provide a retirement kitty for

each member of the group. Employees have the option of choosing from

various annuity options or opting for a partial commutation of the annuity at

the time of retirement.

• ICICI Pru Group Term Plan: ICICI Pru?S flexible group term solution

helps provide affordable cover to members of a group. The cover could be

uniform or based on designation/rank or a multiple of salary. The benefit

under the policy is paid to the beneficiary nominated by the member on

his/her death.

Indian Institute Of Information Technology 14

 Flexible Rider Options:-

ICICI Pru Life offers flexible riders, which can be added to the basic policy at a

marginal cost, depending on the specific needs of the customer.

• Accident & disability benefit: If death occurs as the result of an

accident during the term of the policy, the beneficiary receives an additional

amount equal to the sum assured under the policy. If the death occurs while

traveling in an authorized mass transport vehicle, the beneficiary will be

entitled to twice the sum assured as additional benefit.

• Accident Benefit: This rider option pays the sum assured under the rider

on death due to accident.

• Critical Illness Benefit: protects the insured against financial loss in the

event of 9 specified critical illnesses. Benefits are payable to the insured for

medical expenses prior to death.

• Major Surgical Assistance Benefit: provides financial support in the

event of medical emergencies, ensuring benefits are payable to the life

• assured for medical expenses incurred for surgical procedures. Cover is

offered against 43 surgical procedures.

• Income Benefit: This rider pays the 10% of the sum assured to the

nominee every year, till maturity, in the event of the death of the life assured.

It is available on SmartKid, SecurePlus and Cash Plus

Indian Institute Of Information Technology 15

• Waiver of Premium: In case of total and permanent disability due to an

accident, the premiums are waived till maturity. This rider is available with

SecurePlus and Cash Plus.

Keyman Insurance Plans

A keyman is an individual who directly affects the profitability and the

continuity of a business and whose absence may have an adverse effect on the

health and continuity of the business. Keyman insurance is a life insurance

policy taken by the company on the life of such a key person.

The objective of the Keyman insurance is to provide the company with money

so that the financial losses to the company can be protected, in absence of the

Keyman. The aim is to indemnify the company of these losses and to allow

business continuity.

All premiums paid for securing a Keyman life insurance policy are treated as

business expenditure u/s 37 (1).

Rural Plans :-
ICICI PruLife Rural Products are designed to meet the needs of the rural
consumers. These products offer the following features:

Indian Institute Of Information Technology 16

 1. Low and Affordable Premiums

2. Life Cover

3. Savings Option

4. Hassle free procedure.

Mutual Funds
A Mutual Fund is a trust that pools the savings of a number of investors who share a

common financial goal. The money thus collected is then invested in capital market

instruments such as shares, debentures and other securities. The income earned

through these investments and the capital appreciations realized are shared by its

unit holders in proportion to the number of units owned by them.

DISTRIBUTION
ICICI Prudential has one of the largest distribution networks amongst private life

insurers in India, having commenced operations in 74 cities and towns in India.

These are: Agra, Ahmedabad, Ajmer, Allahabad, Amritsar, Anand, Aurangabad,

Bangalore, Bareilly, Bharuch, Bhatinda, Bhopal, Bhubhaneshwar, Calicut,

Chandigarh, Chennai, Coimbatore, Dehradun, Durgapur, Faridabad, Goa, Guntur,

Guwhati, Gurgaon, Gwalior, Hyderabad, Hubli, Indore, Jaipur, Jalandhar, Jamnagar,

Jamshedpur, Jodhpur, Kanpur, Karnal, Kochi, Kolkata, Kolhapur, Kota, Kottayam,

Kozhikode, Lucknow, Ludhiana, Madurai, Mangalore, Meerut, Mehsana, Mumbai,

Mysore, Nagpur, Nasik, Noida, New Delhi, Patiala, Pune, Raipur, Rajkot, Ranchi,

Rourkela, Saharanpur, Salem, Shimla, Siliguri, Surat, Thane, Thrissur, Trichy,

Trivandrum, Udaipur, Vadodara, Vapi, Vashi, Vijayawada and Vizag.

Indian Institute Of Information Technology 17

 Structure of the Sales Function
ICICI Prudential’s sales function is divided into two functional structures within

the organization. These two Structures are:

 Bancassurance & Alliances

 Tied Agency

Both types of structures are described as follows:

Indian Institute Of Information Technology 18

Bancassurance & Alliances: Bancassurance or Banca: - ICICI

Prudential was a pioneer in offering life insurance solutions through banks and

alliances. Within a short span of two years, and with nearly a large number of

partners, B & A has emerged as a vital component of the company’s sales and

distribution strategy, contributing to approximately one third of company’s total

business.

The business philosophy at B&A is to leverage distribution synergies with there

partners and add value to its customers as well as the partners. Flexibility, adaptation

and experimenting with new ideas are the hallmarks of this channel. The business

philosophy at B&A is to leverage distribution synergies with its partners and add

value to the business of both. Bancassurance Team includes:

Banks

 ICICI Bank

 Federal Bank

 South Indian Bank

 Bank of India

 Lord Krishna Bank

 Some co-operative banks

Indian Institute Of Information Technology 19

 Corporate Agents

 Bajaj Capital

 India Infoline

 Way 2 Wealth

 Advanced Financial Services (Karvy)

 Blue Chip

 AHS

 APS

 Strategic Marketing Pvt. Ltd.

 S M Insurance

 Investment Managers

 Emgee Muthoot Insurance

The hierarchy structure of the ICICI

Prudential Life Insurance Ltd. is as

follows:

Indian Institute Of Information Technology 20

 o Branch Sales Manager (BSM)/ Center Sales Manager

o Sales Manager(SM)

o Assistant Sales Manager (ASM)

o Team Leader (TL)

o Financial Service Consultant (FSC)

Tied Agency: - Tied Agency is the largest distribution channel of ICICI Prudential,

comprising a large advisor force that targets various customer segments. The

strength of tied agency lies in an aggressive strategy of expanding and procuring

quality business. With focus on sales & people development, tied agency has

emerged as a robust, predictable and sustainable business model.

Generally this advisors works under the leadership of unit manager, who motivate

them in every step by providing training and guidance to them, usually each unit

manager have 20 to 30 advisors under them.

o Branch Sales Manager (BSM)/ Center Sales Manager

o Sales Manager(SM)

o Assistant Sales Manager (ASM)

o Unit Manager (UM)

o Advisors:-

Indian Institute Of Information Technology 21

 Advisors are the people who are not the employee of the ICICI

prudential, but works as commission agents.

IT Integration

The Information Technology function at ICICI Prudential is committed to enable

business through the use of technology. It is segmented into 4 groups to enable

highest levels of delivery to the customers: Life Asia Solutions Group that provides

flexibility in designing better product offerings to end-users, the Solutions Group-

Web that provides real-time information to customers and is responsible for

customer relationship management, IT Architecture & Corporate Solutions

Group is in charge of developing and maintaining a blueprint for the IT architecture

for the enterprise as a whole. This team works as an in house R&D Solution Group,

exploring new technological initiatives and also caters to information needs of

corporate functions in the organization. IT Infrastructure group is responsible for

providing hardware, software, network services to the whole organization. This

group runs the 'Digital Nervous System' of the Enterprise at the highest levels of

Indian Institute Of Information Technology 22

efficiency and provide robust, scalable and highly available platform for deployment

of business application.

The IT function is divided into two functional units and two staff units.

Functional Units

1. Systems Delivery

2. Operations & Infrastructure

Staff Units

1. IT Quality

2. IT Architecture and strategy

Systems Delivery focuses on Business Analysis of processes and generation of

business requirements in conjunction with the users, all activities within the

Software Development Life Cycle (SDLC) - starting with Business Requirements

Analysis and ending with Implementation of a system that meets the requirement.

These include vendor and platform evaluation and selection, system design,

acceptance testing (Pre - UAT), and post implementation support.

The systems delivery unit is aligned with the business organization by forming

three vertical units:

1. Core Insurance Systems

2. Distribution and Access Channel Systems

Indian Institute Of Information Technology 23

3. Corporate Systems

IT Operations focuses on operating the applications at the agreed level, as per user

requirements. This include running end of period batch jobs, executing downloads &

uploads, executing report runs and batch queries, taking backups, maintaining tape

libraries and executing review activities like security reviews etc.

IT Infrastructure focuses on procuring, providing and maintaining the necessary

hardware, Local network, branch network, e-mail network and internet access

facilities in order to enable optimum automation across HO and all branches. This

unit also provides local helpdesks at all required points.

IT Quality focuses on improving SDLC and operations processes, defining

benchmarks for both, collecting metrics, reporting compliance and publishing

dashboards. It conducts process compliance reviews and in addition is responsible

for framing the Information security policies.

IT Architecture and Strategy evaluates existing architecture and strategies, and

evolves the architecture that helps company maintain technical edge over

competitors for the oncoming years. It is also evaluating new products, trends and

strategies and conduct research into their applicability in Company’s domain.

The Capability Maturity Model for Software (CMM) is a framework that describes

the key elements of an effective software process. The CMM describes an

evolutionary improvement path from an ad-hoc.Immature process to a mature

Indian Institute Of Information Technology 24

disciplined process.

The CMM covers practices for planning, engineering, and managing software

development and maintenance. When followed, these keys practices improve the

ability of organizations to meet goals for cost, schedule, functionality, and product

quality.

The CMM establishes a yardstick against which it is possible to judge, in a

repeatable way, the maturity of an organization's software process and compare it to

the state of the practices of the industry. The CMM can also be used by an

organization to plan improvements to its software process.

The CMM has 5 Levels, 18 Key Process Areas (KPA's), 316 Key Practices and 52

Goals.

ICICI Prudential have opted the CMM

To Meet Customer/Market needs.

 To have Best Practices.

 To look for higher maturity by ensuring repeatability.

 Usage of Statistical results on Processes for Continuous Improvement.

 A diagnostic tool to look into organization's strength and weaknesses.

The processes in the IT department are scaled to meet all KPA's from CMM

level 3

Indian Institute Of Information Technology 25

A Software Engineering Process Group (SEPG) is a team of software professionals

with the responsibility of driving and facilitating software process improvement

efforts within an organization.

Formation of SEPG (Software Engineering

Process Group)

A management representative is the chairperson of the SEPG.

SEPG chairperson ensures that a core of Professionals representing all the technical

groups of all verticals and functional groups of the organization form SEPG.

Members of SEPG are given either full time or part time responsibility for SEPG

activities like defining process, transitioning technology and tools into the

organization, piloting the process / technology improvements and deploying the

process / technology improvements.

 SEPG chairperson identifies the persons to carry out the tasks of SEPG

 SEPG chairperson reviews the SEPG activities on a quarterly basis (or

depending on the business needs) and he/she identifies the roles and

responsibilities for the SEPG members on a rotational basis.

 SEPG members are trained to perform statistical process control and

analysis, technology transition, management activities, tool evaluation

techniques and causal analysis.

 SEPG should consist of 6-8 members.

Responsibilities of SEPG

Indian Institute Of Information Technology 26

  Define organizational goals and measurement plans for software process

performance in discussion with the Project Steering Committee.

 Develop and implement software process at the organizational level.

 Co-ordinate process / technology improvement activities at the

organizational level.

 Ensure members of the software team and other related groups receive

orientation on the organizations software process activities.

 Internal process assessment.

 Maintain the organizations software process assets.

 Explore potential areas for applying new technology.

 Identify, select and evaluate new technologies.

 Incorporate Effective process / technologies into the organization based on

the organizations business plan and goals.

 Review SEPG Activities

 Review and approve Software Process Improvement Plan

ICICI Pru has defined 15 processes that cover the entire Software Development Life

Cycle (SDLC) of a software project. Each process has artifacts associated to

facilitate data collection during various stages, track changes and monitor the

progress of the project/enhancement.

Indian Institute Of Information Technology 27

The processes are as follows..
Management Responsibility - Defines the management's accountabilities,

responsibilities, and commitment towards continuous support for the software

quality system and process improvement.

Software Quality System - Defines the way the software quality system is

structured and provides guidelines to make any changes to the same.

Requirements Management - Outlines the activities involved in gathering,

analyzing, reviewing and approval of requirements. Manages changes to

requirements and project initiation activities.

Estimation - Outlines the estimation methods to be followed and managing changes

to estimates.

Project Planning and Tracking - Describes the activities involved during the

planning stage of a project, provides means to monitor and control the progress of

the project.

Software Subcontract Management - Outlines defining the work to be

subcontracted, agreement on commitments with the subcontractor, planning;

tracking and QA of the subcontracted work.

Reviews - Describes the steps involved in carrying a review activity and

documenting the findings of the review.

Indian Institute Of Information Technology 28

Design and Coding - Outlines the steps involved in translating the software

components identified in the design document into software units that can be coded

compiled and tested.

Testing - Outlines the steps involved in Planning and carrying out Testing of the

software components.

Software Quality Assurance - Outlines the activities carried out by the SQA

Software Configuration Management - Outlines the process involved in preparing

the Configuration management plan, identifying and base lining the configurable

items, steps involved in releasing the tested software.

Enhancement and Post Production - Outlines the processes to be followed for

activities related to minor, medium and production related issues.

Process Improvement - Outlines the activities to be carried out for Software

Quality System Improvements.

Measurements - Describes the measurements to be collected at various stages of the

project and the analysis to be done.

Post Project Evaluation - Mentions the activities involved in evaluating the

performance of the project after its completion.

Indian Institute Of Information Technology 29

 SIX SIGMA IMPLEMENTATION BY ICICI PRUDENTIAL .
ICICI Prudential is one of a handful of companies in the service industry, which had

the mettle to take up the six-sigma initiative. It's quite some time now since ICICI

Prudential took up this quality initiative and since then they have grown beyond

expectations. As another step towards becoming a world-class service Organisation,

ICICI Prudential have blended quality in the form of six sigma into all their

processes and systems. And that gave birth to a hybrid "Business Excellence" team

with the people making processes and ensuring quality coming together to cut down

cost and process inefficiencies.Some of the figure of the sigma level are :

Expense Processing MIS:-

Expense Processing:-

2.50
Improvement over last month
No Change

Indian Institute Of Information Technology 30

2.00
 Policy Issuance Sigma Level:-

Policy Issuance Sigma Level – HNI

J ET (Login to Customer
Received)
Accuracy MIS:-
1. Accuracy MIS presents the number of error caught at various stages of

policy issuance

Indian Institute Of Information Technology 31

2. Branch Discrepancy: Any error caught in the application form or

underwriting sheet before data entry at COPS.

• Opportunities: All cases logged in given period

3. Call Back Error: All errors identified at post issuance call back stage.

• Opportunities : All cases issued in given period

4. Correction Complaints: All complaints received for errors on contract

details

5. Opportunities: All contracts issued in previous month

• Data Capture: Error done while filling application form

• Data Entry Error: Error done while doing data entry at COPS

S ta g e
• Underwriting Error : Error done by underwriters

Indian Institute Of Information Technology 32

 Service – Overall

Categ
5

Compla
4
a Level

Reque
Indian Institute Of Information Technology 33

3
 Research Methodology:-
Research is one of the most important parts in the survey to collect information and

knowledge. Marketing research is defined as the systematic design, collection,

analysis, and reporting of data and findings relevant to a specific marketing situation

facing the company.

Problem and Research Objective:-

Our main objective was to find out the top HNIs (High net worth income) group and

their various mode of investment. The main problem was how to find out the top

twenty HNI clients from the bunch of people without knowing them in detail.

To get all this information a thorough planning had to be done, so I first started with

designing the questionnaire for the clients whom I was going to target and to know

about their investment pattern. The main things to be known from the clients were:

1. There Annual turnover

2. Who are there bankers

3. There chartered accountant

4. Who influence there investment decision

5. What is there annual investment

Indian Institute Of Information Technology 34

 Research plan -

The research process depends upon developing the most efficient plan for gathering

the needed information. Designing a research plan calls for decisions on the data

sources, research approaches, research instruments, sampling plan, and contact

methods.

Our objective was to find the “Synergy of HNIs with there Distribution Channel”.

This objective had made our project too narrow because from now onward our task

was to find the top industries and person who can invest above 1 crores and more

then that. So from now onwards I started to target only to a special segment of the

people.

Data source:-
For this project both primary and secondary data were the most valuable source of

information.

Secondary data:-

Secondary data provide a starting point for research and offer the valuable source of

information.

The secondary data was the most important source for my project because my first

aim was to find out the top five person or industries from every segment of the

industries so for this reason I started collecting the various directory which can help

me in finding out the desired information about the industries and people.

Indian Institute Of Information Technology 35

The various directories are as follows:-

 Telephone Directory.

 Income Tax office.

 City directory.

 Chartered Accountant Directory.

 Carpet Industries Directory.

 Hotel Industries Directory.

 HDFC Banks.

 Indian medical association directory.

 Transporter directory.

 Exporter Directory.

 Lawyers Directory.

 Builders & Constructors Directories

 CNF

Primary data:-

Primary data are data freshly gathered for a specific purpose. The various sources of

primary data for my project are as follows.

 Banks.
 Local residents.
 People from industries

Indian Institute Of Information Technology 36

 Research Approaches:-
From the two data source which I have mention above secondary data are the easiest

way to gather and the cost of collecting this data is very low and easily available

from the respective association. And I started by collecting this directory from the

various sources, because at the starting point of the survey this information play a

important part for me and this help me to short out the people which, I can meet

with them to collected more information about them or who are my target people.

After collecting the secondary data or information from the secondary sources then I

started collecting from primary sources to narrow down my research. There are

basically five ways to collect data.

 Survey Research: - This method was the most appropriate way

to collect data. And I have used this method in my project to

find out the company need by identifying the suitable prospect

in the city who can become the ICICI pru client.

 Observational Research:- This method was not used by me in

my project ,because this survey have no use for me

 Focus-group Research: - This method is also not used by me in

my survey.

 Behavioral data:-This method was also not used by me in my

survey.

Indian Institute Of Information Technology 37

 Research Instruments:-
There is various way of research instrument of collecting primary data, the various

methods are:-

1. Questionnaires.

2. Psychological tools.

3. Mechanical Devices.

4. Qualitative Measures.

From the above mentioned research instruments I had used only Questionnaires

technique to find out the various information about the clients such as their turnover,

chartered accountant, investment behaviors, who is their financial consultant etc.

And this was the technique which I felt the best way to extract information about the

client

Indian Institute Of Information Technology 38

 Sampling Plans:-
After collecting entire data and deciding on the research approach and instruments,

now I had to decide on the sampling plan which was one of the important task,

because from the bunch of people I had to select only those people ,whom I can

target from now onward .There are three way of sorting the data.

o Sampling Unit: - who is to be surveyed? And now my task

was to define the target population, which will be sampled

from the number of people.

o Sample Size: - large sample give more reliable result than

small sample, so for this reason I had taken around 40 people

to whom I should focus upon, because my target was only 20

clients.

Contact Methods:-
Once the client had been decided now my task was how to contact them ,and for me

there only two ways of contacting them .

1. Personal Interview: - this method was the most appropriate

way of survey, because by personal interview I came to know

Indian Institute Of Information Technology 39

 their feeling about the ICICI. Their personal behavior and

many more things.

2. Telephone: - This method is also used by me for once, because

the client had no time for me, and there was no other option

for me.

Major Industries of the city:

Varanasi is usually considered as the land of Temple but it will be not wrong, if we

say that it is also the land of rich people. The Various Industries of the city are:-

• Sarees Industries.

• Carpet Industries.

• Oil Industries.

• Hotel Industries.

• Transport.

• Textile Industries.

• “Etc”

Indian Institute Of Information Technology 40

 Analysis Of the Chart

RETURN CLIENTS LOOKED AT:-

Returns client are looking at

From the Above Pie chart, it is clear that most of the client are looking above 15% ,

this is because they are getting more return from their earlier investment such as in

the business and in real state, this shows that they are willing to take more risk to get

more return from their investments

The second largest group is between 10% to 15%, this shows that most of the

businesses man wants to balance the risk and return of their investment so that there

is no big loss in the future.

Around 85% of the clients comes under this two category ,this shows that most of

the clients are ready to take risk for their investments.

Indian Institute Of Information Technology 41

 Mutual Fund Preference Chart
From the below pie chart, preference of the clients for the various mutual funds is

depicted. In this Mutual Fund preference, HDFC emerge as the winners closely

followed by Prudential ICICI. This is mainly because at present there is not much

option for the client in the city, and secondly ICICI prudential and reliance, have

opened their branches in the city recently. While some clients like to invest in other

mutual funds as well.

Indian Institute Of Information Technology 42

 Preference of Clients
Between
Nationalized and Private Banks

From the above chart it is very clear that the nationalized banks are far ahead in

compare to private banks. There are many factors, which are affecting the decision

of the people.

1. Nationalized banks are operating for many years in the city and the private

banks had opened their branches, a few years an ago.

2. Most of the nationalized banks employees are local residents which plays an

important role in customer relation.

3. The customer relationships of the nationalized banks are very old and for this

reason customers are not willing to change their banks.

4. most of the clients wants a special attention to them while their visit, and this

is very well done by some of the nationalized banks .while the private banks

are unable to do this.

5. most of the private banks are using metro city style of behavior while dealing

with the clients and this behavior are not liked by most of the people

Indian Institute Of Information Technology 43

 6. Some of the private banks are charging more money for their service,

especially in preparing draft and other transaction. While nationalized banks

are not charging at all or very less in compare to private banks.

7. There are more branches of the nationalized banks in compare to private

banks, which makes people more interested in the nationalized banks

From the above chart it is very clear that Union Bank of India is the leading

nationalized bank of the City. It has 60% share in the banking segment. The factor

which favor them are:

1. The service of the union bank is far better then any nationalized banks in the

city.

2. Union bank provide additional facilities to its HNI clients.

3. They have better relationship with their clients.

Indian Institute Of Information Technology 44

 4. Union banks if India had more branches in the city ,which makes their clients

easy to reach to their branches.

PRIVATE BANKS CHART

PRIVATE BANKS: - the pie chart shows the preference of the client for the

various Private Banks. It is very clear from the chart that ICICI Bank and HDFC are

the two leading private banks of the city. This is mainly because.

• These two banks are the first private banks which has opened their branches

in the city.

• ICICI and HDFC brands name, play an important part in their success in the

city because people usually go through the name the company.

AGE BRAKET OF THE IINDUSTRIES

Indian Institute Of Information Technology 45

From the Above Chart it is very clear that most of the industries are very old.

• Around 60% of the industries are more then 15 years old, this shows that

they have a strong financial backing.

• They are very much stable in their fields or segment

• Form the above chart it is clear that most of the HNI relies on their own

decision, there are around 84% of the people who wants to take their own

financial decision because either they do not wants to share their investment

decision with other or they thinks that they are more intelligent to take

decision of their own.

• Secondly bankers are more prefer by the HNI, this is generally because

banker are the people who generally interact with them and secondly HNI

believe on their bankers because of the relationship .

Indian Institute Of Information Technology 46

Preference investment Instrument
Business emerge to be the most preferred investment instrument of the clients
with maximum 34% of clients from all the clients preferring this as their
favorite investment option Because, it gives more return then any other
investment.

 Bank FD emerges out to be the second most preferred option for the
clients to invest in the market. This is also dependant on various reasons
which are given as under:
o Easy loans available against the Bank Fixed Deposits.
o Clients can withdraw their money at almost anytime giving them the
option of maintaining Liquidity.
o With all this Bank FD also provides a decent return concerned the
minimum of the risk in any of the available investment instruments.
o We have seen above in the analysis of nationalized vs. private banks
that nationalized banks are the more preferred ones, this also adds
weight to clients preferring Bank FDs due to trust build during all
these years.

Then, next preferred option for the clients is Unit link plan/Insurance.

Indian Institute Of Information Technology 47

 We can see from the above chart that there are majority of clients (from the
clients who have disclosed this data) prefer the short term fixed deposits as their
favorite option. Most of the clients use the ideal money which they have to meet the
uncertainty or short term requirement.

INSURANCE PARTNER PREFERENCE

CHART

Indian Institute Of Information Technology 48

This chart show the preference of the people who had invested in the insurance

sector, and from the chart it is very clear that LIC is the leading company in this

field, because of many factors such as:-.

 LIC is leading in this field mainly, because it is the first mover in the

insurance sector and had capture most of the market by being first mover in

this sector

 LIC had a very good network of agents, and those are the back bone of the

company.

 LIC had provided better service in the past which had made trust in the mind

of the people and for that reason they feel more comfortable.

 HDFC and ICICI Pru are the second in this field mainly because they had

opened their branches recently and slowly they are capturing the market

and in the future the ratio is decrease, because there are many opportunity to

cash in by both the company .

Indian Institute Of Information Technology 49

 Finding
 Most of the HNI client prefers the nationalized bank in

comparison to private banks.

The most common reason is that the public banks are operating for many years and

they have developed a good relationship with their client and this is the reason why

the HNI are not eager to move to the private banks. Secondly, most of the clients

want a special attention to them while their visit and this is very well done by the

public banks (especially by the union banks of India,) because most of the employee

in the public banks are local residents and they have their personal contact with

them.

Indian Institute Of Information Technology 50

  Telephone Calling by the ICICI bank and ICICI prudential

Advisors are disturbing the clients-

There is excess calling by the employee of the icici banks and by the Advisors of

ICICI Prudential, and this is one of the reasons why they are not interested in the

bank nor in ICICI prudential, and the other reason is that most of the time Advisors

try to meet the HNI clients without prior notice, this create a bad impression about

the company.

 Most of the HNI clients, Money are kept ideal in the banks –

This is a very good opportunities for the icici prudential to cash most of the HNI

client in varanasi, because there is not much option for them for investment and

most of the client prefer to keep a good amount of cash with them for uncertainty

and for other reasons.

 In the insurance sector LIC is the number one company prefer

by the people-

LIC is the most prefer insurance company in the country, this is because of the brand

name and LIC is also the first mover in the insurance sector and this is a great

advantage for them. There are lots of things which favors them are.

 The company image in the mind of the people

 The life long service of the company

 A very good channel of people (agents)

 Very good relationship with their clients

 Lack of information or knowledge about the private Insurance Company.

Indian Institute Of Information Technology 51

  A large Part of Market is Uncovered in case of Mutual

Fund:-

Large parts of the people do not know about the mutual funds investment or in other

word they are unaware of the mutual funds scheme but they have the power of

Money. These clients should be cash in by the ICICI prudential.

PORTER FIVE
COMPETITIVE FORCES.

Competitive Force: - Michael Porter has identified five forces that determine

the intrinsic long-run profit attractiveness of a market or market segment.

• Industry competitors

• Potential entrants.

• Substitutes.

• Buyers.

• Suppliers.

Indian Institute Of Information Technology 52

Threat of Intense Segment Rivalry: -A segment like insurance sector which

is very attractive because, it is in the growing stage of the life cycle, and these

makes this segment attractive but on the other hand it already contains

aggressive competitors such as: -

• Life Insurance of India.

• Bajaj Alliances

• ICICI Prudential Life Insurance.

• HDFC.

• Franklin Templeton.

• Reliance.

• Unit trust Of India. Etc.

The numbers of Competitors are less in the Insurances sectors that makes this

Sector attractive to most of the financial companies. So, for that reason ICICI

prudential have a tuff competition with other competitors in this segment and

secondly icici Pru had an experience of five years of this segment but on the other

hand the company like, LIC had more then 20 years of experience of this market. So

for ICICI prudential there is threat mainly with the LIC. And in future this can lead

to frequent price wars, advertising battles and new-product introductions and will

make it expensive to compete. But overall this segment is very attractive.

Threat of new entrants: -segments attractiveness varies with the height of its entry

and exit barriers.

Indian Institute Of Information Technology 53

If we look from this angle then this segment is moderate because the entry barriers

are high for the foreign companies, because of the restriction imposed by the Indian

government on them, such as, they can have a maximum of 26% stage in the

company and secondly the companies should have certain amount of money with

them as mention by the govt. and the exit barriers are low. This means that few new

firms can enter into the industry and poor-performing firms can easily exit and for

this reason, this segment is more attractive for the companies.

Threat of substitute Product: -When we considers on the substitute products, this

segment is unattractive because there are many actual and potential substitutes for

the product of ICICI prudential and all the competitors have almost similar product

or plans, but they mainly differ in the service point of view.

Threat of Buyer’s growing Bargaining Power: -This segment is

unattractive because the buyers possess strong or growing bargaining powers

such as: -

• The buyer’s switching cost is low in the financial investment sectors.

• The product is undifferentiated because most of the companies in the

insurance sector provide almost same policies and investment plans.

Threat of Suppliers Growing Powers: - In this segment, the suppliers

bargaining power is more, because banks and CA are the easiest and the important

channel to reach the client and for that reason they have the strong bargaining

power.

Indian Institute Of Information Technology 54

 SWOT Analysis

STRENGTH:-
 Brand Name of ICICI:-The name of the ICICI is known in all over the

country as number one bank in the private sector and this is the name which

people have trusted for many years, which is mainly due to the ICICI Bank.

So ICICI Prudential, do not have the crises of the brand name

 STRONG FINANCIAL BACKING: - the ICICI prudential had a strong

financial backing from their promoter, (ICICI BANK and Prudential), which

help the company to build trust on the mind of the people.

Indian Institute Of Information Technology 55

 STRONG SALES FORCE: - The Company has a very strong force of

good marketing brain, which gives an edge over the other competitor

especially nationalized insurance company like LIC. And secondly it has a

very good distribution channel which helps the company to get more clients

from these reliable sources. These channel include

Allied Banks like

 ICICI Bank

 Federal Bank

 South Indian Bank

 Bank of India

 Lord Krishna Bank

 Some co-operative banks

Corporate Agents

 Bajaj Capita

 India Infoline

 Way 2 Wealth

 Advanced Financial Services (Karvy)

 Blue Chip

 AHS

 APS

 Strategic Marketing Pvt. Ltd.

Indian Institute Of Information Technology 56

  S M Insurance

 Investment Managers

Allied Corporate Agencies

Strong Marketing and Sales Promotion team

 ULIPs: Almost 90% of the total business of ICICI Pru is the business with
the sale of ULIPs and only 10% of the products are the traditional insurance
policies. So this is the strength which ICICI Pru can work upon more to get
the maximum positive results.

WEAKNESS:-

 Lack of Information about the product:-Most of the product of the

ICICI Prudential are known by the people, this is because of lack of

information about the product and bad marketing strategies by the company

mainly in small cities

 FOCUSING MAINLY ON THE URBAN SECTOR:-ICICI

prudential mainly focus on the urban sector of the country, where the

competition is very tuft and are not concentrating on the other sector of the

country mainly in the rural sector where there.

 Most of the Plans are too complicated:-ICICI Prudential insurance

plan are too complex to understand for a layout person, and this makes most

Indian Institute Of Information Technology 57

 of the people to avoid this plan because they feel difficulties to understand.

The same is in the case of Mutual Funds.

OPPORTUNITIES:-
 A large Part of cities are uncovered: - A large part of the cities are

uncovered by ICICI Prudential life insurance where they do not have any

branches.

 Some Top Nationalized banks should be made Allies: - There

are large parts of the cities were Nationalized banks have large number of

clients in compare to private banks, this is mainly because they are operating

for such a long time and there is a good opportunities to converted those

customer into ICICI prudential customer, By making them allies.

 There is a good opportunities to increase the Advisors base: -

when we compare the ratio of Advisors with LIC, then we will find that there

is a large gap between them, so there is an opportunities to increase the

advisor base by breaking the agents of LIC.

Threats:-

 LIC: - LIC is the greatest threat to ICICI prudential in the area of insurance

sector, because it is one of the oldest insurance company in the country, and

have a large size of the customer abase.

Indian Institute Of Information Technology 58

  Threat with some private banks: - there are some banks which are

providing these services to their customer. And slowly taking away a good

market share.

BCG Matrix

CASH COW: -

Tied Agency: -Tied agency are cash cow for ICICI prudential because they are the

people who brings more customer to the company and cover a large area of the city

and the cost of keeping them is very less because advisors works on the commission

basis the this is the reason why they works so hard. Around 30 to 40 advisors work

under one unit manager. The cost of maintaining them is very less in comparison to

the other department.

STAR: -

BANKERS:-Bankers are star of the company when we plot in the BCG matrix,

because most of the HNI which the company gets is through the Bankers this is

because most HNI have their Account in the Banks and they also rely on the banks

for their investment. Secondly people recognized ICICI prudential as a part of ICICI

Indian Institute Of Information Technology 59

bank and ICICI bank name is used by the ICICI prudential to get more customers

and usually customer trust ICICI prudential because of ICICI banks.

Question Marks:-

Corporate; - Corporate allies come under the Question marks because the city like

Varanasi, where most of the decision are taken by the HNI themselves, with little

help or no help with their Chartered Accountant, but there is a greater chance, if we

convince their CA and through them we can reach to their client very easily and in

future they can become star for the company but lot of investment is required.

Dogs:-

No one at present;-As Insurance sector is at the growing stage, so there is no dog

for the company at present and in future ,which are on the three section can become

dog for the company

Recommendation and Suggestions

• Lack of information about the service provided By the ICICI prudential

life insurance: - Most of the client whom I meet during my survey told me

Indian Institute Of Information Technology 60

 that they were unaware of the service and scheme, which the company is

providing to the people. This is mainly because of the lack marketing their

product by the company. So I suggest that the company should market its

brand in more aggressive manner.

• Start Making Link with the Nationalized Banks to get more Business:-

When we look at the Small city like Varanasi, most of the HNI client prefer

and have their account in Nationalized banks, because this banks are giving

good service for many years and If ICICI prudential can make tie-up with the

employees of this banks then they can be able to get more business from this

contact.

• Service of the ICICI bank should be improved: - What I hear in Varanasi

is that most of the HNI do not want to do business with the ICICI banks, and

this is mainly because of their service and the banks do not give preference

to them and there are many restrictions in their operations. So I suggested

that some staff should be made to look after them, because they are the

customers who mainly give us the business.

• Access Telephone Calling should be stopped: -Most of the time, clients

get disturb because of telephone call made by the advisors of ICICI

prudential and bank. I accept that this is the most successful mode of

contacting the people, but access calling create a wrong impression in the

mind of the customer.

• Image of the ICICI should be improved in the City: - Most of the time

people do not want to do business with the ICICI, because of the Hidden cost

which they come across while dealing with the bank.

Indian Institute Of Information Technology 61

 • More focus is given to the industrial class then the service class: - ICICI

prudential are concentrating more on the industrial class then the service

class. It is generally known that more insurance are made by the service class

to get reduction from the Tax, so we should also focus on the service class

because they are the people who wants to secure their life by investing in the

insurances sector and in the mutual funds. So I suggest that concentration

should be given to this class also because the ratio of the service class is

much high in the country.

• More Local Employee should be hired by the company: -the local

employees will have their contact in the city and this can be use by the

company to get more business from their contact and This will add

additional benefit to the company

Bibliography
Internet Websites:
 www.iciciprulife.com
 www.icicibank.com

Indian Institute Of Information Technology 62

  www.google.com
 www.bima.com

Directories:
 Telephone Directory.

 Income Tax office.

 City directory.

 Chartered Accountant Directory.

 Carpet Industries Directory.

 Hotel Industries Directory.

 HDFC Banks.

 Indian medical association directory.

 Transporter directory.

 Exporter Directory.

 Lawyers Directory.

 Builders & Constructors Directories

 CNF

Other Materials:
 Marketing Management by Philip Kotler.
 Finsight (Level 1).
 Product Brochures.

Questionnaire

Indian Institute Of Information Technology 63

PART-I
PERSONAL DETAILS:-

1. Name of the Organization:

2. Name of Director/ Partner:

3. Address:

a. Registered:

b. Corporate:

4. Phone No.

a. Direct Line:

b. Board Line:

c. Mobile No.:

d. Email Id:

5. Turnover of Organization:

6. Chartered Accountant

a. Name:

b. Address:

c. Phone No.:

7. Area of Operation:

8. Who are your bankers:

a. Major Business:

b. Minor-1:

c. Minor-2:

9. Who do you consult before Investing?

Indian Institute Of Information Technology 64

 a. Banker (Name of Bank):

b. Chartered Accountant:

c. Investment Consultant (Name):

10. What do you think about ICICI Bank?

a. Will Suit my requirement

b. Will no suit my requirement

PART –II

1. Do you invest in any instrument available in the market

a. Yes

b. No

2. If yes, then where do you invest?

a. Bank FD

b. RBI Bond

c. Mutual Fund

d. Trading Market

e. Unit Linked Plan

f. Any other (please specify)

3. If 2(a) then which bank FD you invested and what tenure?

4. If 2(b) then tentatively how much money invested?

5. If 2(c) then which mutual funds you have invested into

Indian Institute Of Information Technology 65

 a. Franklin Templeton

b. Reliance

c. HDFC

d. Prudential ICICI

e. Mutual IPO

f. Any other (please specify)

6. If (5) then what is the return you are looking at:

a. Less than 10%

b. 10% - 15%

c. 15% - 20%

d. More than 20%

7. If you trade directly into market then through which broker

8. Do you have invested into Unit Linked Plan/ Insurance

a. Yes

b. No

9. If yes then which company and what investment plan you have invested

in

10. How much do you invest annually?

a. Less than 1 Crore

b. 1 to 5 Crore

c. 5 to 10 Crore

d. 10 and above

11. What services your investment manager provides you?

Indian Institute Of Information Technology 66

12. What additional benefits you would like to have?

Board of Directors:

Indian Institute Of Information Technology 67

The ICICI Prudential Life Insurance Company Limited Board comprises reputed
people from the finance industry both from India and abroad.
Mr. K.V. Kamath, Chairman
Mr. Mark Norbom
Mrs. Lalita D. Gupte
Mrs. Kalpana Morparia
Mrs. Chanda Kochhar
Mr. Kevin Holmgren
Mr. M.P. Modi
Mr. R Narayanan
Ms. Shikha Sharma, Managing Director

Management Team

Indian Institute Of Information Technology 68

Ms. Shikha Sharma, Managing Director & CEO
Mr. V. Rajagopalan, Chief - Actuary
Mr. Sandeep Batra, Chief Financial Officer & Company Secretary
Ms. Anita Pai, Chief - Customer Service and Operations
Mr. Puneet Nanda, Chief - Investments
Mr. Shubhro J. Mitra, Chief - Human Resources
Mr. Dipan Bhattacharya - Chief Information Technology

Indian Institute Of Information Technology 69