1. Standard Operating Procedures (SOPs) & Operational Framework

It was agreed that a comprehensive operational framework needs to be developed covering:

- Branch-level Standard Operating Procedures (SOPs).
- Clearly defined Key Performance Indicators (KPIs) for every role.
- Standardized operational processes across all branches.
- Reporting formats and reporting timelines.
- Monitoring and review mechanisms.

Reporting Hierarchy A structured reporting mechanism will be established as follows:

Field Officer Branch Manager Area Manager Senior Management The objective is to ensure timely reporting, accountability, and operational transparency across all levels.

2. Branch Expansion Strategy

Existing Branches

Current operational branches are

- Entally
- Kankurgachi
- Madhyamgram

Proposed Expansion Locations

Based on the analysis of Equifax data and market potential, the following locations have been identified for expansion:

- Murshidabad
- Dinajpur

The discussion emphasized validating these locations through operational feasibility and market assessment before expansion.

3. Cluster-Based Physical Expansion Model (Key Operational Focus)

A strong emphasis was placed on physical branch operations and on-ground execution capability under Mr. Balwanjis leadership.

It was agreed that expansion will not be done in isolated branches but through a cluster-based physical operating model.

Cluster Structure Approach

- Each cluster will consist of 34 physically operational branches in a geographically connected area.
- Mr. Balwanji will be responsible for ensuring on-ground operational setup, branch functionality, staffing readiness, and daily execution discipline within each cluster.
- The focus is on building robust physical presence and operational control before moving to the next geography.

Execution Model

1.



Establish 34 branches in Murshidabad as the first cluster.
2. Ensure full operational stability, including:

- Staff deployment
- Customer acquisition flow
- Field operations discipline
- Collection and credit processes

1. Once the Murshidabad cluster is stabilized, replicate the same model in the next geography (e.g., Dinajpur or other identified region).
2. Continue expansion in a cluster-by-cluster format, each consisting of 34 branches.

Expected Benefits

- Stronger ground-level operational control
- Better field monitoring and supervision
- Improved credit discipline and portfolio quality
- Efficient resource utilization across branches
- Faster scalability with controlled risk

4. Branch Opening Framework

Mr. Balwanji will provide guidance on the overall branch establishment process, including:

- Parameters used for selecting a new location.
- Market assessment methodology.
- Catchment area analysis.
- Customer potential evaluation.
- Infrastructure requirements.
- Operational readiness checklist.
- Regulatory and compliance considerations.
- Branch profitability assessment.

The objective is to create a standardized Branch Opening Framework for Navbharat Finance.

5. Human Resource Strategy The discussion also covered manpower planning required for cluster-based expansion.

Key areas include

- Recruitment process aligned with physical branch requirements.
- HR policies for field-heavy operations.
- Selection criteria for branch-level staff.
- Organizational structure for cluster management.
- Training requirements for field execution.
- Performance evaluation system.

Expected Role-wise Competencies The competency framework should be developed for:

- Branch Manager
- Field Officer
- Area Manager
- Other operational staff

Each role should have clearly defined:
- Responsibilities
- KPIs
- Performance expectations
- Reporting responsibilities

📌 Area Manager (Kolkata)
🏢 Perfect Commerce
📍 Kolkata