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Engagement customization is the philosophy: Sanjiv Bajaj

Thought provoking strategies and plans from Sanjiv Bajaj, Jt. Chairman & MD at Bajaj Capital:


Ravi Lalwani: What are the different categories of customers that your organization caters to in the wealth space? How is the engagement customized for different customer categories?

Sanjiv Bajaj: At Bajaj Capital, we pride ourselves on catering to a diverse range of customers in the wealth space, recognizing that each individual or entity has unique financial goals and requirements. Our customer categories encompass a broad spectrum. For individual investors, we provide personalized investment solutions based on their financial goals, risk tolerance, and time horizon. Our tailored investment portfolios and advisory services ensure that their wealth grows in a manner aligned with their objectives.

For high net-worth individuals (HNIs), our specialized services involve comprehensive wealth management strategies, estate planning, and tax optimization. Our dedicated relationship managers offer a high-touch, bespoke experience to address their sophisticated financial needs.

For corporate clients, Bajaj Capital offers a suite of services ranging from employee benefits solutions to treasury management and investment advisory. We offer customized financial planning and corporate wealth management strategies, devised to enhance their financial well-being.

For institutional investors, our wealth management services encompass portfolio management, risk analysis, and strategic asset allocation. Our team works closely with institutions to optimise returns and align investment strategies with their overarching financial objectives.

Engagement customization is a cornerstone of our service philosophy. We understand that the needs of each customer category vary significantly, and we take a holistic approach to tailor our services accordingly. For personalized financial planning, we conduct in-depth financial assessments to understand the unique goals and aspirations of each customer. Customized financial plans are then crafted, taking into account factors such as risk tolerance, time horizon, and liquidity needs.

High-value customers, including HNIs and corporate clients, are assigned dedicated relationship managers who act as their primary point of contact. These managers provide personalised advice, regular portfolio reviews, and proactive communication to keep clients informed about market trends and opportunities.

Leveraging cutting-edge technology, we offer online platforms and tools that enable customers to monitor their portfolios, track performance, and access relevant financial information.

Regular portfolio reviews and market updates ensure that investment strategies remain aligned with changing market conditions and evolving customer objectives.

At Bajaj Capital, our commitment to customization ensures that every customer, irrespective of their category, receives tailored wealth management solutions to achieve their financial aspirations.

What are the top 5 asset classes you work with? What new asset classes have you added within the last 2 years?

Our steadfast belief in mutual funds as a cornerstone of a comprehensive long-term investment strategy stems from their proven ability to deliver sustainable and substantial returns over extended periods. By harnessing the power of diversified portfolios managed by professionals, mutual funds provide investors with the potential for wealth accumulation and growth, aligning perfectly to secure financial prosperity over time.

We prioritize both wealth creation and the essential function of life insurance products in securing your family’s financial future. Life insurance acts as a safeguard, providing not only protection but also guaranteed returns, establishing a dependable base for your loved ones amidst life’s unpredictable circumstances. This integrated strategy, merging the potential for growth found in mutual funds with the security of life insurance, creates a resilient financial framework that offers peace of mind and stability for generations to come.

What were the key changes in business dynamics in 2023? What changes do you expect in 2024?

In 2023, key changes were seen in 3 areas:

Regulatory & Policy Shifts: (i) Open Banking framework launched, fostering data sharing and innovation (ii) New digital lending guidelines implemented to address concerns (iii) Focus on financial inclusion with initiatives like Jan Dhan Yojana and PM Jan Suraksha Yojana (iv) RBI raised interest rates, impacting borrowing and lending rates.

Technological Advancements: (i) Continued adoption of digital payments (UPI, e-wallets) and online banking (ii) Increased use of AI and chatbots for customer service and automation (iii) Fintech startups play a growing role in financial inclusion and innovation.

Market Dynamics: (i) Rising NPAs pose challenges for some banks (ii) Consolidation within the NBFC sector (iii) Increased focus on customer experience and personalization (iv) Emergence of neo-banks and challenger banks disrupting traditional models.

During 2024, we foresee potential changes in 3 areas at Bajaj Capital:

Team Management Evolution: (i) Embracing cutting-edge strategies for collaboration, innovation, and adaptability (ii) Harnessing diverse talents within the team to exceed challenges posed by the evolving business environment.

World-Class Service Redefined: (i) Leveraging advanced technologies for personalized experiences (ii) Prioritizing seamless interactions and anticipatory solutions (iii) Setting new benchmarks in customer satisfaction.

Adapting to Financial Landscape Changes: (i) Continuous market analysis to stay abreast of industry trends (ii) Commitment to delivering tailored and effective financial solutions (iii) Navigating the intricacies of 2024 with a focus on client success in an ever-evolving economic landscape.

Briefly describe your IT team and the key progress in key areas like AI, ML, chatbot, cloud, etc.

The team structure comprises multiple sub-teams with expertise in infrastructure, application development, data analytics, and security. The team size is influenced by factors such as company size, budget, and operational complexity. It involves over 100 IT professionals with skills in cloud computing, data management, cybersecurity, DevOps, Agile methodologies, and potentially specific industry knowledge.

What software have you developed in-house and what ready-made ones have you procured?

In-house developed software includes CRM for managing customer interactions and data, portfolio management for tracking investments and financial performance, risk management for identifying and mitigating potential risks, fraud detection for protecting against fraudulent activities and data analytics for gaining insights from customer data and market trends.

Ready-made softwares include operating systems, such as Microsoft Windows, Linux, etc, office productivity software such as Microsoft Office, Google Workspace, etc, cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), etc, security software including firewalls, anti-virus software, intrusion detection systems, etc, and collaboration tools including Slack, Microsoft Teams, Zoom, etc.

Regulation has been increasingly impacting every financial category. Briefly describe major changes your organization has made to boost its compliance capabilities.

Major regulatory changes have taken place in open banking, digital lending guidelines, cybersecurity regulations and sustainability-related regulations. For improving compliance, Bajaj Capital has invested in regtech solutions that automating compliance tasks, identifying risks, and streamline reporting. To build a strong compliance culture, we have implemented training programs, to promote ethical behavior, and established clear reporting channels. For enhancing data governance, we have strengthened data security, access controls, and privacy practices. We are actively engaging with regulators and staying updated on regulatory changes. Finally, we are leveraging technology for compliance, by using AI and ML to detect suspicious activity and identify potential risks.

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