Citibank Hr Policies

CITIBANK: Performance Evaluation of James McGaran

Considering the performance evaluation measures developed by Citibank which includes both financial and non-financial measures, I would give an overall rating of Par to James McGaran who is the manager of the most important branch in the Los Angeles area of Citibank .Below are the ratings that he would receive for each parameter:

Financial: Above Par

He has successfully met the targets despite managing the most difficult branch of the bank. His financials were in fact 20% above target which indicates that he should receive an above par rating.

Strategy Implementation: Above Par

The branch enjoyed strong growth in business, professional and retail customers. James grew balances in all business segments.

Control: Above Par

Under the management of James, the branch minimized substantial operating and fraud losses. He ensured operational compliance.

People: Above Par

He possessed excellent people management skills. He has been a consistent manager with good leadership skills. He was successful in motivating his employees and encouraged training programs for managers.

Customer Satisfaction: Below par

As per the survey conducted by Citibank, customer satisfaction was not as per the expected level. He had received very low ratings in all three quarters .But the score improved comparatively in the fourth quarter.

Overall Rating: Par

One major indicator of performance, customer satisfaction was below par. When evaluating the performance in totality, diverse set of measures are taken into account as all of them leads to achieving the strategic goals of the division. In a bank like Citibank where delivering high quality service is the strategy of the bank, this indicator cannot be ignored. In fact this dimension is critical to the long term success of the division. But there always exists some chances that the data Citibank could gather on customer satisfaction may not represent the overall performance of the...