Customer Service Officer - Retail Home Key Result Areas Position : Relationship Officer - MFI S.NO. DESIRED RESULT WEIGHTAGE KEY PERFORMANCE INDICATOR 1162352 1 Ensure achievement of collections target set for allocated centres. 50% % of regular Collections (as per annexure 1) 2 Ensure achievement of new members through AOC 20% % of Achievement (as per annexure 2) 3 Achieving the set targets for Cross Sell products 10% % of Cross Sell Penetration Achievement % RD & APY Collections (as per annexure 3) 4 Member Retention 10% % of Achievement (as per annexure 4) 5 Self Development 5% Annexure 5 6 Process Orientaition 5% Annexure 6 Annexure - 1 Performance Rating Repayment % to be achieved 5 (Excellent) 100% repayment achieved by end of every month during the review period 4 (Very Good) (99.81-100)% repayment achieved by end of every month during the review period 3 (Good) (99.51-99.80)% repayment achieved by end of every month during the review period 2 (Adequate) (99.31-99.50)% repayment achieved by end of every month during the review period 1 (Far below the expectation)



Annexure - 2 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) % of AOC Target >120% of AOC Target (111 -120)% of AOC Target (100% - 110%) of AOC Target (90 -99)% of AOC Target Annexure - 3 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) % of Achievement >120% of Cross Sell Target (111 -120)% of Cross Sell Target (100% - 110%) of Cross Sell Target (90 -99)% of Cross Sell Target Annexure - 4 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) % of Achievement >120% (111 -120)% (100% - 110%) (90 -99)% Annexure - 5 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Good) 1 (Adequate) Average Mandays of Training per Team Member >=3 2.5-2.99 2-2.49 1-1.99 Annexure - 6 Scoring method 5 (Outstanding) 4 (Excellent) 3 (Very Good) 2 (Valuable) 1 (Adequate) Audit Score >95% 91 - 95% 81-90% 71-80%

📌 Customer Service Officer - Retail Microfinance (Jaipur)
🏢 Equitas Small Finance
📍 Jaipur