B M Mittal: Change Management
Chief General Manager, Punjab National Bank
One of the most significant image and process makeovers in the Public Sector has been in Punjab National Bank. PNB is making strides in removing all back office work from the branch, do centralised marketing so as to relieve branch managers of extra work and get them to focus on customer care and acquisition. It is also foraying into a totally new concept of Bhagidari ATMs – that will result in substantial savings while multiplying the number of transactions at a low cost.