Resource
S.NParameter Main Activity
Conduct
discussion
session with * prepare to do list activities
1 branches and * arrange
DBS. (Year meeting schedule
beginning
briefing)
Ressignment
2 of tasks.(DBS) * Revalidate and reassign
(Annex 1) tasks for DBS
Update
Marketing
3 research and
* Provide data to branches
plan.
* Gathering additonal potential
data
4
Utilize Data * Assign prospect customer
Driven Sales data to branches
(Annex 2)
* Quality and High Value
Customer Acquisition
No of branches above 100
Branch No of branches between 50 -
Performance 100
5 Management No of branches between 0 - 50
(Category
change) No of Under-June branches
Customer High Value customers
Relationship Management
6 Management
Borrowers management
(CRM) (Annex
3) FCY Approved customers
management
Account
7 Bring category change
Analysis
Reduce the concentration risk
Proactive identification of
Concentration
8 withdrawals
Management
Withdrawals Recovery
Fixed Time
Under 25%
* Identify the major weakness
and under June
9 Branches
for underperformance.
* Root cause identification
Management
Customer visit Identify the customers to be
(Annex 4) visited by district team.
Money Conduct follow up on the
11 Tracking and proper implementation of the
Cross Selling intiatives
Provide Door - Collect sales from the
12 step Banking surrounding business
Establish partnerships with
Establish
13 Partnership
Finantial and non Financial
institutions
payroll/salary
Expand payroll/salary payment
14 payment
service usage
service
School fee and
Expand and enhance usage of
15 school
school management system
management
* Prepare and provide data's
for drProduct sales.
* Insure the quality of
16 Customer base
recruited accounts.
* Follow up the new customers
On boarding Journey
* Assess the gaps and root
Branches
cause for Under performing
17 engagement
branches. * assess the
assessment
engagement level.
Enhance sales * Follow up sales volume of
collection branches Merchant.
18 * Link up residual sales
(Merchant
Engagement) volume to deposit
* Enhance virtual banking
service and utilization
19 ITM
* Enhance account opening on
ITM
Conduct district level service
assesment
Customer
20 Service
Management
Conduct district level service
assesment
Customer
20 Service
Management
Customer Feedback Gathering
Tool
Sales
Schedule annual sales
21 Campaign
campaign plan
( Annex 5)
Coaching and gap identification and feed
22 Feedback back
Vist Branches to realize targets
Phone call communication -
Resource Manager
Monitoring
WebEx Platform
23 and Evaluation
(Annex 6) Escalation
In person meeting with
branches
Coach and mentor employees within the dis
Bank of Abyssinia
East Addis District
Resource Mobilization Q-1 Action plan
Detail Expected Activity
* Discussion on the market research.
* Discussion on how part of the action plan.
* Discussion on targets briefing.
* Assign responsible staff for different tasks/initiatives stated on the action
plan
* Various data will be shared
* Assign support officers for support and feedback.
* follow up the proper execution
* Gather customer prospect data from multiple sources
* Conduct Market Research & Data Sourcing
* Data Screening & Segmentation
* Assigning Data to Branches
* Referrals & Strategic Partnerships
* Direct District Team Engagement
* Monitoring branches Data conversion progress,
* Identify and engage with large government institutions, NGOs, and
universities for payroll account migration and quality account recruitment
* Identify list and number of branches under each category
* conduct a daily follow-up on category change
* Dedicate consistent weekly monitoring and evaluation with branches
* increase the quality of the data to be provided
* check the engagement of all branch staff towards deposit mobilization
* enhance the effectiveness of branch's monitoring and evaluation activities
* Identify high value customers from each branch.
* Identify the customer potential and interest
* Profiling top 50 HVC's from each branch.
* Identify borrowers .
* Closely work with HO organs for profiling, visiting ,mobilizining resources.
* Visit influential borrowers with Branch Management,CRMs and District
100,000.01 - 1,000,000.00 Amount
1,000,000.01 - 10,000,000.00 Amount
Above 10,000,000.01 Amount
* Identify the level concentration risk of the branch
* Identify the list of customer with deposit concentration
* Measure the data conversion rate of branches on HVC
* Collecting justification for big deposit and withdrawal daily & submit to the
team leader (Early Morrning)
* To strongly follow-up the withdrawals status of recovery as per the collected
justification
* Collecting Proactive & Reactive plan from the branches
* Summerizing weekly deposit status and Justification and Submit to the
district management
*Assure the 25 % withdrawals amounts are recovered ( weekly )
* Proactive identification of fixed time and their expiry date.
* Monitor branches for early negotiation or recovery.
* Respective support officers identify and assess the gaps.
* Collect any challenge and support from the branches.
* Collect promise amount and validate
* Attend weekly RMC meeting of under performing branches.
* Follow up and provide constructive feedback
* send reminder through outlook
* Assess branch team capability, team work and
collaboration.
* Conduct continuous meeting with under June branches.
* In collaboration with the branch management, schedule customers to be
visited and conduct the visit as per the schedule
* Validate visit plan with RMM and organize vechile for the visit
* Gather data such as compensation from gov't organ.
* Insure the effort of branches in tracking payments.
* Daily follow up on the proper implementation of the intiatives
*Identify and collect potential merchants across respective branches
*maximaze sales collection destinations in amount and in number
*Re-engage existing daily sales collection potential customers
*Coordinate the upcoming merchant engagment campaign with doorstep
banking
*Organize visit for potential merchants
Identify and establish partnerships with Financial and non Financial
institutions to reach a wider audience for deposit services.
* Identify new potential organizations
* Utilized existing organizations
* Identify new school and or finalize the pending ones
* Assist Branches to Sign MOU with Schools
* Daily follow-up on the quality and account recritment
* Implement enhanced customer onboarding initiative for newly recruited
unique customers
* Conduct continuous assessment to adopt with new market policy and utilize
new developments to enhance new quality Customer recruitment
* Implement Strong and intensive support, Performance tracking and
monitoring
*Gathering and utilizing potential external competitors data
*Assess the resource mobilization activities and engagement of branches
through branch visit.
* Conduct district led branch and merchant visit
* Increase district supports engagement on the merchant campaign
* Daily monitoring and evaluation,
* Communicate BBM and sales person by transaction performance
* Update perfromance and any proplem in branch to raise for solution
* Visit VBC
* followup teller transaction in to ITM transaction
* communicate least performer branch by phone and Webx meeting conduct
* Prepare schedule for encorporating mystery shopping and branch visits
regarding customer service .
* Prepare daily, weekly and monthly performance on feedback gathering,
level of satisfaction score and compliant handling.
* Ensure activities are conducted as per plan
* Prepare monthly and quarterly progressive assesments on customer service
standards.
* Giving periodic feedback to respective DBS's on drawbacks, if any.
* Forward reports to resource manager for further actions required on any
service inconsistencies.
* Give reminders and feedbacks accordingly regarding to poor customer
satisfaction scored branches.
* Ensure activities are conducted as per plan
* Prepare monthly and quarterly progressive assesments on customer service
standards.
* Giving periodic feedback to respective DBS's on drawbacks, if any.
* Forward reports to resource manager for further actions required on any
service inconsistencies.
* Give reminders and feedbacks accordingly regarding to poor customer
satisfaction scored branches.
* Monitor branches to support customers fill their feedback
* Use the tool to gather valuable insights on the customer satiisfaction
rate on the branch's service delivery.
* Analyze customer feedback summary and provide feedback to
branches based on the findings.
* Prepare the time, objective and schedule of the campaign.
Provide feed back based on branches and support performance.
* Schedule branch visit
* Attend on branches RMC meeting
Branches with significant withdrawal ≥ 5 million birr
Under June and Under 25% branches
Under performing branches below 50%
Mid range performing branches b/n 50 -99%
Top performing branches - above 100%
Meeting with branches
Escalation
Under June and Under 25% branches
Under performing branches below 50% (Group Platform)
Mid range performing branches b/n 50 -99% (Group Platform)
Top performing branches - above 100% (Group Platform)
mentor employees within the district towards effective career
inia
trict
-1 Action plan
Task
Measurement Weekly Monthly Quarterly
Owner
* Discussion session 1 - - Enku
* Assigned Tasks 1 - -
* No of completed
1 - - Ashenafi
branches
New data 2,000 6,000
No. of allocated data All drop out, Borrower, Fcy user, and
Internal data newly recruited accounts
Amount Collected
from internal data 100,000 300,000
engagement
No. of allocated data
250 1,000 3,000
External data Chimdessa
No. of opened
10 40 120
accounts by DBS
No. of opened
125 500 1,500
accounts by Branch
Minimum initial
balance of 1,000 ETB.
20% 20% 20%
Day 1 P Day 1 P Day 1 P
Day 1 P Day 1 P Day 1 P
Number of branches
chnaged to next Day 1 P Day 1 P Day 1 P Ashenafi
category
Day 1 P Day 1 P Day 1 P
Amount Mobilized
5% 5% 5% Anania
(Enhance)
10,417 43,333 130,000
Amount mobilized Zekarias
5,833 23,333 70,000
2% 2% 2%
Incremental
Catagorical change in 4% 4% 4% Biruk
Amount mobilized
3% 3% 3%
Minimize the
0.25% 1% 3% Eden
concentration risk
1. Proactive Plan
≥ 10 million birr for
city branches and ≥ 1 50% 50% 50%
million birr for outline Abrham
branches, are
expected to be known
prior to withdrawal ( 1 20% 20% 20%
The number/amount
85% 85% 85% Abrham
of contract extended
5 20 60 Fanuel
Reduce the number of
under 25% and June
branches
Number of visited
5 20 80 Eden
customer
No. of account 75 300 900
Ermias
Amount mobilized 37,500 150,000 450,000
No. of High value
Customers the bank 112 225 548
providing the service
Muluken
Amount of Deposit
18,000 92,000 286,000
collected (in millions)
No. of established
1 4 12 Enqu
relationships
No. of Recruited
1 4 12
Organization
Enqu
Total No. of
40 160 480
employees
No. of Schools
1 3 Enqu
Integrated to system
No. of New Account
10,833 43,300 130,000
recruited
Amount Mobilized
100,000 400,000 1,200,000
from New Account Chimdessa
%age of contacted
customers with in 15 50% 50% 50%
days after opening
No. of branches to be
20 60 Muluken
assessed
Sales volume 1.9 Bill 7.9 Bill Chimdessa
Number of transaction 17,500 75,000 225,000
Kirubel
No. of Account
105 450 1350
opening
No. of assesment 1 3
No. of Times
customer feedback
compiled and
1 3
reviewed(suggestion
box,book and
questionnaires )
Conduct Mystry
1 3
shopping
Biruk
Biruk
Overall customer
98% 98%
satisfaction score
Instant customer
25% 25% 25%
Feedback (in number)
1 1 Eden
Campaign executed
1
No of feedback
No. of branches to be RMM/ Unit
115 345
visited Mgers
Daily All All All RMM/DBS
Daily All All All RMM/DBS
Daily All All All RMM/DBS
Daily All All All RMM/DBS
Daily All All All RMM/DBS
Weekly All All All RMM/DBS
Daily All All All RMM
Weekly All All All RMM
RMM/ Unit
Every 2 weeks All All All
Mgers
RMM/ Unit
Every 2 weeks All All All
Mgers
RMM/ Unit
Every 2 weeks All All All
Mgers
s effective career development.
Reporting
Frequency
Week 1
Week 2
Weekly
Weekly
Daily
Weekly
Weekly
Weekly
Weekly
Daily
Weekly
Daily
Weekly
Weekly
Weekly
Weekly
Weekly
Monthly
Weekly
Monthly
Daily
Daily
Monthly
Monthly
Daily
During campaign
Daily
LCY
FCY
Customer Base
Customer Service
Expected Activities
Perform district level internal and external market assessment.
Draw daily, weekly, monthly, quarterly and annual actions plans.
Provide data's to branches to support branch level market assessment and marketing plan.
Reorganize branches resource mobilization committee
Collect branches action plan for the fiscal year
Make ready and classify data's to be converted to result
Identify the critical challenges and weaknesses of underperforming branches
Arrange the Monitoring, Evaluation and Support platform of the FY
Prepare annual Sales Plan ( Campaign)
Prepare branch Visit Schedule
Prepare Customer Visit Schedule
Insure customer profiling are well equiped at branch district
Insure proper utilization of previously provided data at branch.
Prepare and assign raw data's to be converted to result. (Swift/Export/MTO)
Insure data's availability at branch and district level. (Internal and External)
Identify organization, gov't organ and others for payroll and customer expansion.
Identify and create collaboration with ethio telecom and other gov't organ's (Woreda's) for national ID
measure the level of customer service and it's impact on customer service.
Collect any complaint arised at contact center as input for improvement.
tional ID utlization.
Bank of Abyssinia
East Addis District
Resource Mobilization Q-1 Action plan
S.NParameter Task Owner
Conduct discussion session with branches and DBS.
1 (Year beginning briefing)
Yeinkubahir
2 Update Marketing research and plan. Chimdessa/Ashenafi
3 Utilize Data Driven Sales (Annex 2) Chimdessa
4 Branch Performance Management (Category change) Ashenafi
5 High Value customers Management Anania
6 Borrowers management Zekarias
7 FCY Approved customers management Zekarias
8 Account Analysis Biruk
9 Concentration Risk Eden
10 Withdrawal Management Abrham
11 Fixed Time Mgt Abrham
12 Under 25% and under June Branches Management Fanuel
13 Customer visit (Annex 4) Anania
14 Money Tracking and Cross Selling Ermias
15 Provide Door -step Banking Muluken
16 Establish Partnership Enqu
17 payroll/salary payment service Enqu
18 School fee and school management Enqu
19 Customer base Chimdessa
20 Branches engagement assessment Muluken
21 Enhance sales collection (Merchant Engagement) Chimdessa
22 ITM Kirubel
23 Customer Service Management Biruk
24 Sales Campaign ( Annex 6) Eden
25 Paperless Management Muluken
East Addis District
Resource Mobilization Team Ro
S.N Day Activity 1 (Daily)
1 Monday Morning session
2 Tuesday Morning session
3 Wednesday Morning session
4 Thursday Morning session
5 Friday Morning session
6 Saturday Morning session
East Addis District
Resource Mobilization Team Road Map
Activity 2 (Daily)
Phone Discussion with selected Branches
Phone Discussion with selected Branches
Phone Discussion with selected Branches
Phone Discussion with selected Branches
Phone Discussion with selected Branches
Phone Discussion with selected Branches
District
n Team Road Map
Activity 3 Remark
... branches will be
Under june and 25% Meeting (Individual)
addressed (Annex 1)
... branches will be
Under 50% Meeting (Group)
addressed (Annex 2)
... branches will be
Under 100% Meeting (Group)
addressed (Annex 3)
WEB EX Meeting ... branches will be
* With all outline branches (4:00 to 6:00) addressed (Annex 3)
Selected branch
* Customer Visit Date
customers visit
District Resource team Meeting
East Addis district
Data Driven Marketing Performance
Data Clearance Have
S.NData Type
Account With BOA & Not
Total Customer Of
Data bank &
New
Internal Collected unreachable Customer
due various
reason
Traders and exporters list from
1 500,452 409,452 91,185
ministry of Industry and Trade
List of Ethiopian Petroleum Supply
3 50 45 5
Enterprise Oil Company
Ethiopian government developmental
4 11 5 6
Institutions
Mine Exporter list From ministry of
2 50 40 10
Mining
5 List Chat Exporter 84 47 34
6 Coffee Exporter 654 458 196
7 Lather and Textile Exporter 115 51 64
Potential NGOs List from Ethiopian
8 2000 30 29
Civil Society
9 Multi-National Companies 688 442 246
10 Flower Exporters 92 51 41
Existing Exporter 866
Total 502,255 410,621 91,816
ce
Number new
Acc Conver
By
Recruited BY sion
District
Branches till Rate
Dec 31, 2024
16,255 98 17%
3 1 60%
4 2 66%
6 2 60%
12 1 35%
51 2 14%
9 1 42%
9 1 31%
16,354 117 59%
East Addis District Comprehensive Performance
Summary
S.
N
PARAMETERS Weekly Monthly
1 Conv. Deposit 416 Mill 1.66 Bill
3 Conv. CB 10,833 43,300
5 MTO 31 Thou 1.25 Mill
6 CASH 41 Thou 1.6 Mill
7 CARD 62.5 Thou 2.5 Mill
8 SWIFT 5.2 Mill 20 Mill
9 EXPORT 3.8 Mill 15.3 Mill
FCY Total 10.4 Mill 41.6 Mill
erformance
Quarterly
5 Bill
130,000
3.75Mill 4,000,000 1,333,333 333,333
5Mill 5,000,000 1,666,667 416,667
7.5Mill 7,500,000 2,500,000 625,000
62.5Mill 62,500,000 20,833,333 5,208,333
46 46,000,000 15,333,333 3,833,333 39,100,000.00
125 Mill 125,000,000 41,666,667 10,416,667 4,600,000.0
2,300,000.00
East Addis Dis
No Focus Areas Key Actions
Customer Profiling
1 MTO
User Management
Customer Relationship
Management
2 SWIFT
Customer Acquisition
Identifing Possible FCY
Cash
3 Purchase
Cash Potentials and
enhance collection
POS & ATM
Recruitment and
International Relocation
4 Card Usage
Merchant CRM
Organize new exporter
data
Rebuiliding the lost
customers relationship
Strengthen Exsisting
Top Customer
Relationship
5 Export Management
Rate Dealing
5 Export
New Customer
Aqustion &
Recruitment
6 FCY Sales
Campign
Data driven Sale
Campaign
Vist Branches to realize
targets
Phone call
communication -
Resource Manager
Monitoring
7 and
Evaluation
WebEx Platform
Escalation
In person meeting with
branches
East Addis District's FCY Mobilization Action
Activities to be Performed KPI
Update MTO user customers # Updated Users
Mobilize the FCY from MTO users FCY Amount Mobilized
MTO user availability # Active Users
Update Swift Profiles # Updated data
Visiting top FCY customers # Visited Customers
Follow up SWIFT incoming transfer (Existing) FCY Amount Mobilized
Convert Swift potential Customers Data
# potential customer identified
(NGO/Religious Institution/You tuber)
Revisit customers to generate FCY incoming
FCY Amount Mobilized
from newly recruited customers
Identify FCY cash sources (Hotels, Church) and
# of Visit
Visit
Collect FCY cash notes from hotels, restaurants,
cultural institutions, sovereign shops, travel FCY Generated
agencies and other potentials.
Identify FCY potential POS sites and Relocate
# of POS re Depolyed
the in-effective one
Mobilize FCY From the Newly depoloyed POSs Amount of FCY Generated
Insure all POS's and ATM's are active. # of Active POS & ATMs
Develop partnership with high end merchants # of Partnership
FCY generated From POS/ATM's Amount of FCY Collected
Filter data and approach customers # of potential customer
(Mine, coffe, tea, Chat and sesame ect) identified
Approach and reinstate the lost customers. # of Renistated Accts
Provide existing exporters data and follow-up FCY Amount Collected
their status and mobilize FCY
Visiting Top 50 Eexporters Conduct exporters
# of Visit Conducted
visit in collaboration with headoffice
Hunt and engage in rate dealing. FCY Amount Collected
New Customer Recruitment from referral &
# of Account Opened
data utilization
Follow up and generate FCY from the new
FCY Amount Collected
accounts
Participate in Data conversion by District team # of Account Opened
* Prepare the time, objective and schedule of # of Campaign
the campaign.
* Schedule branch visit
No. of branches to be visited
* Attend on branches RMC meeting
Branches with significant withdrawal ≥ 5 million birr Daily
Under June and Under 25% branches Daily
Under performing branches below 50% Daily
Mid range performing branches b/n 50 -99% Daily
Top performing branches - above 100% Daily
Meeting with branches Weekly
Escalation Daily
Under June and Under 25% branches Weekly
Under performing branches below 50% (Group
Every 2 weeks
Platform)
Mid range performing branches b/n 50 -99%
Every 2 weeks
(Group Platform)
Top performing branches - above 100% (Group
Every 2 weeks
Platform)
bilization Action Plan
Target Responsible
Weekly Monthly Quarterly Organ
All branches All branches All branches
333,333 1,333,333 4,000,000 Getaneh
all Active all Active all Active
All branches All branches All branches
2 8 24
4,687,500 18,750,000 56,250,000
167 667 2,000 Teshome
520,833 2,083,333 6,250,000
All All All
Getaneh
416,667 1,666,667 5,000,000
183 730 2,190
62,500 250,000 750,000
100% 100% 100% Anania
2,583 10,333 31,000
562,500 2,250,000 6,750,000
83 333 1,000
7 26 76
3,258,333 13,033,333 39,100,000
2 8 24 Getaneh
191,667 766,667 2,300,000
Getaneh
70 280 840
383,333 1,533,333 4,600,000
1 4 12
1 Team Leader
RMM/ Unit
12 48 144
Mgers
All All All RMM/DBS
All All All RMM/DBS
All All All RMM/DBS
All All All RMM/DBS
All All All RMM/DBS
All All All RMM/DBS
All All All RMM
All All All RMM
RMM/ Unit
All All All
Mgers
RMM/ Unit
All All All
Mgers
RMM/ Unit
All All All
Mgers
Time Frame
Weekly
90%
Weekly
10%
Monthly
Weekly
Weekly
Weekly
Sep
Daily
