Recap_Apr_ FINAL

RELIANCE NIPPON LIFE Hello! I’m also delighted to share that we have are undoubtedly those that embrace
ASSET MANAGEMENT achieved a fantastic adoption rate of change and evolve with time.
reliance general Welcome to ReCap, the first-ever Workplace by Facebook India. Allowing
insurance monthly newsletter where every line of employees and management to interact, Going forward, we will continue to
reliance NIPPON business of Reliance Capital can come communicate and collaborate freely, innovate and make our workplace the
LIFE insurance together to share our achievements and this borderless platform empowers most happening in the world as we
Reliance home finance events, our ideas and inspirations. disruptive product and idea creation strive to change the face and future
that can be shared and experienced of the industry. Write in at anmol.
RELIANCE SECURITIES Here, you will read about the accolades across the entire organisation [email protected] to share your
we have received; the initiatives we in tandem. thoughts and feedback—remember, it’s
RELIANCE money have taken to interact better with our you, our extended family, that makes
RELIANCE Health customers and ourselves; the strides Indeed, given that a large percentage ‘US’ happen!
Insurance we have made as a company of the of your day is spent at the office, we
RELIANCE ASSET future; and the sheer fun we have had want every employee to feel happy
RECONSTRUCTION together, seamlessly achieving a work- and fulfilled. This, in turn, will spike
Issue No. 1, April 2018 life balance! productivity and creativity—a win-win
for all! The most innovative companies
For internal circulation only
re ap
A new

Connect!

In a time for disruptors, risk-takers and ‘multi-hyphenated
professionals’ who wear many hats with ease and leverage
each opportunity for maximum rewards, why should people

working in the financial sector be left behind? With
this in mind, Reliance Capital has launched Connect,
an exclusive monthly magazine for our distributor-

partners. Featuring a column by Anmol Ambani,
the magazine aims to provide a platform to share
views, exchange information, offer insights into

market developments and trends, and highlight the
opportunities of selling multiple products.

reliance capital The digital mantra

With the debut of our digital newsletter The Diginews, Reliance Capital embraces the
digital journey across verticals, creating a common platform for our extended
family of employees and customers. A one-stop solution for all your queries
about products and services on offer, it aims to bridge the gap between
the company, the employee and, ultimately, the customer. Peppered with
engaging graphics, snapshots from social media and quotes from Silicon

Valley leaders, it is a compelling journey into the digital world—a virtual resource hub
for those of you on the go!

Welcome aboard!

making Anand Natarajan has joined us as Chief Ravindra Rao took over as Chief
excellence Operating Officer of Reliance Capital. A Executive Officer of Reliance Asset
alifweay of chartered accountant, he has over three Reconstruction Company Ltd (RARC) from
decades of experience in consumer bank- Asokan Arumugam, who retired after four
Excellence is when 2500+ ing risk management, retail and whole- years at the helm. With over 22 years of
employees participate in Business sale banking operations, and large-scale experience across consumer lending, Rao
Excellence initiatives and 500+ process and people integration. also has expertise in risk management,
employees are recognised for their compliance, distribution, operations and
exemplary performance every year. Nitin Rao joins us as Chief Executive technology.
Congratulations to all the winners Officer of our Wealth Management
of Reliance Capital Business business. A senior banker, he has Gajendra Pratap Singh, our new Head -
Excellence Awards 2017. 28 years of experience across equity Corporate Affairs, brings over 15 years of
research, product management, experience in various senior management
distribution of investment products roles spanning finance, consulting, IT and
and managing high-net-worth banking manufacturing sectors.
programmes.

Dhananjay Tiwari joins us as our Chief Credit Risk Officer. A BFSI industry veteran,
he brings close to 24 years of diverse experience in risk monitoring and containment,
underwriting, new product development, credit and financial compliance.

2 Issue No. 1, April 2018

R&R! Our employees headed to Lonavala for our Howzzat!
annual picnic in end-February. The highlights
of the two-day trip were lakeside camping at In the opening game of the Reliance Cup, Reliance Capital
Pawna, a bonfire, and an adventurous trek to (148/2 in 15 overs) beat Reliance Wealth Management (33 all
Tung Fort, 400 ft above ground level. The group out in 9.2 overs).
also celebrated Holi with water sports such as
paddle boating and kayaking, besides on-ground
events such as volleyball, football and rifle
shooting. Needless to say, they had a blast!

New reliance securities awards & accolades

initiatives Exceeder 2.0: To acknowledge exemplary performance • BSE Premier League
and contribution of an employee, monthly R&R programs link • ‘Great Place to Work’ Certification (2018)
rewards with an appraisal system, providing a transparent career • World HRD Congress:
path, recognition and growth.
1. Award for Talent Management (2017-18)
Work-life balance: Events 2. Award for CHRO of the year (2017-18)
‘Jeene Ka Andaaz ’: This initiative Various interpersonal activities and competitions such as kar- 3. Award for Best Workplace Practices
facilitates flexible working arrangements aoke, chess, carom, arm-wrestling, antakshari, Garba, Friend-
for employees, helping them maintain a ship week, dumb charades, Aadhar seeding camp, pot lunch, (2017-18)
work-life balance. rainwear donation, dart board, desk decoration, best worksta- 4. Award for Continuous Innovation in HR
tion, spelling bee, bowling alley and housie were conducted to
Health encourage bonding among employees and enhance the happy Strategy (2017-18)
To spread health awareness work environment. 5. Award for CSR Practices (2017-18)
among employees, a series of Training
medical camps including eye, KravMaga: A workshop
hair and scalp, dental and full for women employees
body checkups are conducted on a to defend against grabs
regular basis. and holds with the help
of official hand-to-hand
Fitness self-defence technique
For general well-being of employ- of the Israeli Defence
ees; activities like yoga and diet Forces.
camps are organised frequently. Inter-Mission: This unique learning activity was initiated to
effectively imbibe the company’s DNA and cultural values at
the workplace.
Sports
To foster team spirit and sportsmanship, matches of soccer,
cricket and indoor golf were organised for employees.

Issue No. 1, April 2018 3

reliance money

Be awesome!
Nothing motivates us more than
a pat on the back—right there
and then, when quality work has
been accomplished. With this as
our guiding principle, we have
strengthened the rewards and
recognition practice at RMoney
with the launch of ‘Awesome
Awards’. These on-the-spot
awards will recognise outstanding
efforts and behaviour leading to
outperformance, process excel-
lence, extreme customer satisfac-
tion and/or reinforcement of the
RMoney brand. So, we look forward
to recommendations that show-
case risk-takers, self-starters,
collaborators and all those who
are willing to stretch themselves
and reach out to their colleagues
when required.

The digital connect
Two very big changes have happened
in the way business was being done within a closed ecosystem. In the absence of an API and safeguarding asset quality by leveraging
at Reliance Money. One is the shift in or services stack, in case the company wants to use technology. The company is working on newer
devising products, which are now more third-party partners for assessment and eligibility, tie- technologies that facilitate better tracking of the
customer-centric, while the second is ups can happen through the APIs. Any new partner assets financed, as it will eventually ensure a healthy
about adding digital strength to the can be plugged into the system through the platform. loan book.
The company, which earlier followed the
core business—the only way forward. old-school way of sending payments, will be
Indeed, the journey of building a new-age business has tying up with banks and using the entire stack
begun at Reliance Money. of immediate payment service (IMPS) and
national electronic funds transfer (NEFT) to
Currently, the company is in the process of building a make payment seamless.
unified digital platform. The differentiator, however,
will be the execution of the platform. One can create a Further, Reliance Money has effectively
platform but many variants later does it reach a stage deployed chatbots to ensure better customer
where it is considered good enough to cater to service, allowing clients to engage with the
the needs of users. Significantly, the company has companyin the way they want to. Operating
developed a first version that is capable of handling in one of the most data-intensive sectors,
end-to-end processes. this will surely help the company carry out
big-data analytics and leverage the learnings
The digital lending platform is designed to achieve the to offer better services to customers. The
customer value proposition of seamless onboarding company already has a steady internal data
and an extremely fast turnaround. It has been stream that helps translate data insights
developed in such a manner that, once deployed, into actual actionable plans to improve
it will be easier to get products customer experience
and solutions onboard. Reliance Money has and, hence, its own
performance metrics.
Micro services and application effectively deployed
programming surfaces (API) The company is
are being designed to help chatbots that are also engaging with
integrate third-party partners as bound to ensure a payment platform
well as in-house systems. A lot and a travel portal for
of customer authentication and better customer integration with its own
eligibility will be done using the service going platform to enable a
partners. The first phase will see forward, as this faster ‘time to yes’. The
the platform enable the delivery will now allow the backend proposition of
of products that are more company to engage the platform is about
B2B2C. We hope to help our with its customers working with the
partners deliver their products the way they want business idea itself.
in a much better manner. Apart from the
The APIs that will be delivery mechanism,
integrated with the platform the company is also
generally consume information working on improving

4 Issue No. 1, April 2018

reliance nippon life asset management

Message from RNAM, a ‘Great Place to
Work’
Sundeep Sikka “Work is a testimony of our
CEO, RNAM commitment to create an
I am happy to share that RNAM Customer experience employer of choice where our
The mutual fund in- has won the Chairman’s Quality In terms of digital infrastructure, people are the biggest asset and
dustry grew by Award for FY18. Since the in- digital purchases grew 75 per cent are at the core of the business,”
` 4.8 lakh crore this ception of this award, RNAM has from ~56k to ~98k in FY18; January says Sundeep Sikka, Executive
year, to cross ` 23 lakh either won or been the runner-up 2018 witnessed over 123 k purchase Director and CEO. Kudos to
crore. Confidence in transactions (an all-time high) and the entire team!
the industry is high and the retail more than 3/4th of digital purchases
investor base continues to expand. currently happen on the RMF website RNAM Walkathon Challenge 2018
Over 1.1 crore folios were added and mobile. We conducted 1,600 As part of our health and wellness initiative, we organised a
in the first nine months of FY18, investor awareness programmes, walkathon in which 900 employees participated.
with folio count currently touch- covering 82,500+ participants in
ing ` 6.6 crore. RMF quarterly FY18. And we continued to leverage Talent clubs
average asset under management our presence on social media to Various talent clubs are active on Workplace:
(QAAUM) is also at an all-time interact with existing and potential ● RNAM Trekking Club: Employees and families par-
high. Our MF assets under man- investors. RMF’s social media
agement (AUM) grew by ` 34,000 presence includes 1.9 crore views ticipated on a trek to Lohgad Fort and Rajmachi Fort.
crore this year, with the Q4 aver- on YouTube; 14.21 lakh fans on ● RNAM Photography Club: Members went for a photo
age at nearly ` 245,000 crore. The Facebook; 97.9 k followers on
overall RNAM AUM is nearly Twitter; and 93.1 k followers on walk to Sanjay Gandhi National Park, Mumbai.
` 4 lakh crore, including mutual LinkedIn. ● RNAM Social Activities Club: The club organises vari-
funds, managed accounts, pension Indeed, the MF industry and RNAM
mandates and offshore. went from strength to strength in ous events for those wish to give back to society.
FY18, and the trend continues in ● RNAM Badminton/Football Club: Badminton tourna-
This year, we increased our pres- 10 out of 11 times. I am also de- FY19. The industry is set to post
ence by entering 120 new loca- lighted to share that RNAM is now significant growth going forward ments were organised in Mumbai, Hyderabad, Chennai,
tions; at 282, RMF is currently a ‘Great Place to Work’ as rated by and RNAM is poised to capture this Kerala and Bengaluru. Inter-department football and
present in the highest number of the Great Place to Work Institute, opportunity. As always, I encourage indoor cricket tournaments were organised in Mumbai
locations compared to its peers. based on employee survey and you to put to use the several lines of and Kolkata respectively.
This is part of a focused strategy culture audit. Going forward, I communication open to you. I would
to expand our reach and tap the look forward to many more such be happy to have your feedback and Launch of rural and emerging markets
huge potential in smaller locations awards and recognitions. suggestions for the growth of the segment
across India. After demonetisation, industry and RNAM—please get in This segment was launched to help us increase our retail
the industry has received a further touch with me directly on 9323564840 reach in markets untapped by the AMCs. Around 100 ter-
boost and retail AAUM has grown or 022 33037039. ritory managers have already been hired and we plan to
by ` 195,000 crore since October add another 100 to manage the top 200 districts of the
2016. RMF has garnered the high- country. We are going 100 per cent digital for all transac-
est share of this growth, adding ` tions and application processing with TAB-based trans-
29,300 crore in the past 17 months. actions for all customers in these territories.

please get in touch with Sundeep Sikka directly on 9323564840 or 022 33037039 Learning development
A total of 569 employees participated in self-learning
and facilitator-based training programmes spanning over
6,840 training man-hours for the quarter ending Septem-
ber 2017. A programme called ‘Developing Key Success
Factor’ was launched to groom and mentor the younger
generation of workforce at RNAM with skills that move
beyond the dimension of technical knowledge. It focuses
on the development of people skills and behavioural di-
mensions for success in any role.

reliance NIPPON LIFE insurance

Message from Ashish Vohra

IExecutive Director & CEO, RNLICndia’s life insurance sector is thenologies to improve process efficiency and 30-minute paperless issuance of policies.
biggest in the world with about 360 minimise administrative hassles. We expect Super Sync: This is a superior lead man-
million policies, which is expected that these initiatives will enable our distri- agement system that offers a system of
to increase at a compound annual bution and operations teams in capitalising organising and qualifying leads with pros-
growth rate (CAGR) of 12-15 % on new business opportunities and achieve pect profiles. Such leads are synchronised
over the next five years. The in- greater success. with Super Express for further rewwlation-
surance industry aims to grow penetration ship-based prospecting and consultative
levels to 5% by 2020. I am pleased to share a glimpse of some of selling.
our recently launched digital initiatives: Digi 30 Training: Digi 30 is an impro-
We believe that efficient data mining and vised learning pedagogy that leverages
digital first approach to business will be key Super Express: An Aadhaar-enabled, end- Workplace for innovative delivery of
to long-term sustainable advantage. Our to-end digital policy issuance application video-based training content that has been
company has embarked on a transforma- that leverages mobile technology for supe- specifically designed keeping in view the
tional journey that is expected to result in rior customer experience and faster policy preferred learning modes of our sales team.
a sustained quantum leap. As a step in this issuance. The system leverages technol-
direction, we are leveraging digital tech- ogy for superior risk selection and renders

Issue No. 1, April 2018 5

Benefits for prospects and lesser dropouts Brand equity and
customers of initiatives • Little paperwork, higher ‘first-time right’ other awards
• Get important communication at each step • PIVC waiver and lower issuance TAT for RnLI
• No need to submit physical copies of proofs • Fewer customer complaints
• No post-login calls for verification • Faster FYC
• Transparent end-to-end process For the success of these initiatives, we need the full
• On-the-go IC-38 training module for preparation participation of our field team. This will lead to better
Benefits for agents customer satisfaction and ensure increased earnings
• Improved engagement with prospect, and thus for our field team.

New The company has focused its efforts on building
capabilities for greater enablement of its sales force.
initiatives These capabilities are in the form of digital initiatives
across the sales process. These initiatives are expected
to bring huge long-term benefits for customers,
distributors, the company and its shareholders.

Super Express

This September, RNLIC launched Super Express, an industry-first mobile-application that en- Most Trusted Brands 2017
ables end-to-end digital insurance policy issuance. This is done through seamless integration
with the Aadhaar-enabled KYC process. This app allows for better work and time management, better engagement with customers,
and convenience in marking attendance, managing prospect information and speedy policy issuance process. For the customer, it
offers a customised life planner that ensures relevant product recommendation and recorded benefit demonstration that brings full
transparency in the sales process. The company has fully tested and improvised the system through a two-month pilot followed by
a controlled North Zone rollout. The company has now rolled out the initiative to all its agency branches and plans to complete a
pan-India rollout by the end of December.

Super Sync

This tool was launched to enhance the adoption and performance of Super Express. This effective lead management system
offers a database with easy filtering of warm/hot leads with prospect profiles that can be fed into Super Express for calls and
conversion.

Digi 30 Training

Digital training through apps like RNLIC Coach and Workplace was launched on 18 October 2017. This initiative offers a
common digital platform for standardised and comprehensive training through audiovisuals and self-learning through
practice sessions. It is part of the daily branch rhythm across all 650+ branches of RNLIC. On a daily basis, these modules
are uploaded on Workplace and over 5,000 employees go through them. Every training module involves 15 minutes of learning
by viewing modules on Workplace, followed by an activity for 15 minutes that can be viewed live by their hierarchy. This is
followed up by real-time assessments. These trainings have resulted in higher engagement rate from RNLIC on Workplace.
As part of the Digi 30 Training, a survey bot has been introduced for conducting assessments. This is currently being used
for all ARDMs & BMs. After the training session on Workplace, they complete the survey on Workchat (questions based on the
training module).

Other initiatives launched: Performance-based segmentation (Champion, Premier, and Rookie) introduced at agent and
FLS levels across agency and DM channels; and a compensation structure for variable incentives launched, linked to this
segmentation.

Employee activities

Top agent meeting at Aamby Valley and top Front Line Sales meet of DM at ALMATY

Technology Initiative
of the year, 2018

For
Micro Insurance Projects

Skoch Order-Of-Merit,
March 2018

6 Issue No. 1, April 2018

reliance home finaNce

top 21 best workplaces in asia TEurning home makers into home buyersvery day, we come
across many instances
of women taking the
lead role in erstwhile
male-dominated bastions. How-
ever, there are a few glass ceilings
and roles that have still not being
explored. Home buying is one
of them. There is a general per-
ception that the process of home
buying is a role etched for the man
of the house. The wife has a role
too, but more towards co-select-
ing a house and giving her magic
touch to make it into a home.
Reliance Home Finance is turning the tables and encouraging women to take a lead in the finan-
cial aspect of home buying through a light-hearted digital film. The brand also walked the talk by
offering a special 8.4% interest rate for working women.
The film shows a working couple where the man of the house has inertia to take the lead and
upgrade to a better and larger home. This is when the woman teams up with her mother-in-law to
rock the status quo—she takes a home loan in her own name to give her hubby a wake-up call.
The film was released on Women’s Day on 8 March, showing the brand’s resolve to take the con-
cept of ‘upgrade your life’ across various emotional platforms and drive home the message that a
rent-free life is no longer a distant possibility but an actual reality.
See the film at https://www.youtube.com/watch?v=yPOi7kQ7JL0

Brand
recognition!

We are excited to add another feather to
our cap as one of the best BFSI brands
in India as recognised by The Economic
Times.

reliance general insurance

A new beginning Employee Click-happy: In the Inter-Corporate Photog-
engagement raphy Contest (2017), of the 100 pan-India
we achieved an E-Sat score of entries we submitted, 10 made it to the ‘Top
81 per cent, scoring above the 1,000’ entries exhibited at the Prince of Wales
Museum in Mumbai.
81% Aon Best Employer mark
All’s well: To promote general well-being among employees, we
s we begin a new financial year, it is impor- organised a free dental check-up, ergonomics and ‘desk yoga’
tant to reflect on the time that went by and sessions.
look forward to new possibilities. The last
Unity in diversity: We recognised and celebrated diversity by
A financial year began with our participation observing regional festivals such as Baisakhi, Bihu, Tamil New
in Aon Hewitt’s Employee Satisfaction Year and Rath Yatra. Uniting us in a spirit of love, joy and kinship
Survey. With an employee participation of 95 per cent, were Ganesh Chaturthi, Navratri and Eid celebrations.
we achieved an E-Sat score of 81 per cent, scoring above
the Aon Best Employer mark, and witnessing a leap of Family first: As our success depends not only on our own hard
26 percentage points since 2014. work but the support of our families, we decided to express
our gratitude towards the families of employees. As part of our
As part of our outreach programme on the endeavour to recognise their contribution, customised gifts
LinkedIn platform, we undertook two new were sent out to families on Mother’s Day and Raksha Bandhan.
initiatives: H1 - Recognising our Vintage Further, a week-long, theme-based online activity was organised
Employees (those who have completed 10 for Father’s Day.
years or more) for their contribution; and
putting up testimonials of leaders and em- Doing it right: As part of our CSR drive, we launched ‘#!Pledge’
ployees on topics such as mental wellness, on World Environment Day. Besides sharing environment-friendly
Corporate Social Responsibility (CSR), tips, our leadership team also pledged to continue contributing
World Car Free Day, etc. towards a cleaner and greener earth. Meanwhile, our employees
volunteered for Swachh Bharat Abhiyan by cleaning a lake in
Thane. We also observed Teacher’s Day and Daan Utsav across
multiple locations by organising book donation drives and visit-
ing NGOs under the ambit of Ek Haath Shiksha Ki Ore.

Issue No. 1, April 2018 7

New SERVICES

initiatives Empowering customers: Query
documents upload options have been in-
RETAIL ERCG UNDERWRITING troduced keeping in mind our customers.
The ease of uploading these documents
#BePawsitiveonRoad: Launched a car • Improved transparency with access to • Implementation of ‘Knowl- on the website will result in speedy
insurance campaign with key features Insurance Mediation Directives (IMD) via edge Series’ under property claim processing.
such as flat-tyre assistance, free towing smartzone for grievance and customer underwriting, where regular
facilities and emergency fuel assistance— forum cases. mailers are shared and ‘Customer One View’: A master key for
all offered as free roadside assistance with uploaded on Workplace. a masterstroke, this customer seg-
Reliance Car Insurance. • Introduced checker queue in customer mentation tool will provide meaningful
relationship management system (ICE) • Launched integrated insights on the customer, enabling us to
• Cumulative views of more than 13.5 to validate correct tagging of com- Reliance Policy Administra- design services relevant to their needs.
million on Facebook & YouTube. plaints. tion System (iRPAS) under A single window displays customer in-
marine underwriting—a teraction history, claims and policy-level
• 31 per cent of our target group with TECHNOLOGY single window for quotation information. The transaction history is a
100-per-cent completion whereas 20- to policy issuance. compilation of varied attributes on indi-
24 per cent is the YouTube benchmark. • Online endorsement on the website, al- ces such as customers’ vintage, values
lowing customers to pass amendments • Introduced cargo tracking and sensitivity.
• Special feature in ET Brand Equity, on policy details. system to capture real-
Business Standard and Ads of the time fleet movement data #DoItYourself: An online gear allows
World. • ‘Anywhere In-Warding’ for inward with the help of GPS-based customers and partners to modify the
policies from any branch. devices: ability/change policy details anytime,
Launch of InstaProtect: A wholesome • Route driver alerts on anywhere. This feature gives a new
GI app for IndusInd Bank employees. • Implementation of new tax structure as select parameters dimension to instant and uninterrupted
per the Government of India mandate • 24/7 monitoring, servicing.
‘Give Kids Space’, a social media engage- across all applications. incident reporting and
ment for child safety, was launched on to/from communication Agri application: Making ‘one bank
Children’s Day to raise awareness about the • Integration of claim processing for with truck drivers. one declaration’ a reality, this application
plight of children travelling in overcrowded Hyundai, enabling dealers to intimate simplifies the farmer enrolment process
school transport. The campaign reached claim from their own portal. • With the launch of the new with automated generation of declaration
24.3 million people across the country RMS portal, retrieving risk and business validation, facilitating teams
through various social media platforms • New payment mode with unified management and value-ad- to handle complex unstructured farmer
such as Facebook, Twitter, etc. payment interface (UPI) option added ded services reports has data with one-click policy booking. It
on the website, giving an additional become easy. also saves large printing declaration and
#LiveSmart: An annual branding property choice to customers. document tracking activity with reduction
through engaging content on radio. • Introduced the ‘Case Stud- in the turnaround time (TAT) for business
ies’ series for underwriters confirmation for booking.
SmartBot: An endearing character was to analyse the root cause
created to educate and increase engage- and take control measures. RSBY application: This enables seam-
ment with the sales team and agent less implementation of a new process in
community. handling special coverage of extra sum
insured for senior citizens enrolled under
the Rashtriya Swasthya Bima Yojana
(RSBY) health policy by empowering
network hospitals to raise cashless
requests and track the process online.

BUSINESS
EXCELLENCE

• Highest number of ideas generated
(1830) at RGIC among other RCAP
LoBs in One Employee One Idea
Scheme.

• Process documentation of all
processes are being completely
transformed and being made com-
prehensive with activities reflecting
reality.

• Improved Customer’s Digital Ex-
perience through enhanced RGIC’s
Website Responsiveness from 61%
to 91% and sending 99% digital
policies within a minute of pur-
chase.

• Enhanced Customer Satisfaction
reflected through 64% reduction in
customer complaints.

8 Issue No. 1, April 2018