Mangaluru: MCC Bank organised a comprehensive leadership development session titled “Speak, Lead and Connect” at the Board Meeting Hall of its Head Office in Mangaluru, bringing together the Board of Directors, senior management, branch managers and staff.
The session focused on leadership motivation, face-to-face selling skills and communication strategies aimed at strengthening organisational performance and customer engagement.
Sahakara Ratna Shri Anil Lobo welcomed the distinguished speakers with floral bouquets. The guest speakers were Dr. K. Rajesh Nayak, Director – Training at the College of Banking and Financial Studies, Muscat, and CA S. S. Nayak, Chartered Accountant and expert in taxation, entrepreneurship and business advisory services.
Strengthening compliance and customer focus
In his address, CA S. S. Nayak highlighted the resilience and regulatory strength of the Indian banking system. He emphasised that banks must prioritise resolving customer complaints before pursuing new business opportunities, stating that credibility and trust form the foundation of sustainable growth.
He observed that regulatory and digitalisation-related limitations within the cooperative banking sector have now been addressed, enabling institutions to adopt technological advancements with greater confidence. He stressed that compliance should always take precedence over business expansion.
Explaining the true meaning of KYC (Know Your Customer), he noted that it involves genuinely understanding customers rather than merely verifying documents such as Aadhaar and PAN cards. He also elaborated on taxation aspects applicable to Indian residents and NRIs.
Encouraging managers to “know your bank, know your product, know your competitor, and know your limitations,” he pointed out that Dakshina Kannada and Udupi districts offer ample growth opportunities. He urged managers and staff to work collectively towards achieving their targets.
He further explained the “10-30-10 technique,” stating that approaching 10 existing customers and obtaining three references from each can generate 30 prospects, out of which at least 10 may convert into customers. He emphasised that customer grievances should ideally be resolved at the branch level itself.
He concluded by explaining the concepts of Management by Objectives and Management by Exception and shared a motivational message: “Desire changes nothing, decision changes something, and dedication changes everything.”
Leadership rooted in trust and human skills
Dr. K. Rajesh Nayak stressed that trust is the cornerstone of lasting customer relationships and sustainable growth in banking. He encouraged participants to strengthen their listening skills, noting that effective listening enhances both customer understanding and problem-solving.
While acknowledging rapid advancements in technology and artificial intelligence, he remarked that human skills remain irreplaceable in banking. Empathy, judgment and personal connection, he said, continue to be critical elements of effective service delivery.
He urged participants not to underestimate anyone’s abilities and to continuously build knowledge and competence. According to him, knowledge, wisdom and common sense are essential attributes of a good leader.
Presidential address and appreciation
In his presidential address, Chairman Sahakara Ratna Shri Anil Lobo underscored the importance of leadership excellence in strengthening the organisation’s foundation. He stated that leadership is reflected not only in decision-making but also in the ability to inspire confidence and build enduring customer relationships.
He emphasised the importance of setting clear targets, conducting regular performance reviews and maintaining disciplined execution. Professionalism, accountability and a customer-centric approach, he noted, are essential for achieving organisational goals.
On behalf of the Board of Directors, Professional Director Mr C. G. Pinto expressed gratitude to the guest speakers for their insightful sessions and appreciated the Chairman’s initiative in organising the programme.
Managers present at the session stated that the insights shared would help them improve performance, achieve targets and enhance customer service.
The programme was compered by Accountant Mr Alwyn D’Souza, who also proposed the vote of thanks. As a token of appreciation, the Chairman honoured the guest speakers with shawls and mementoes. The session was attended by the Chairman, Vice Chairman, Directors, Head Office officials, branch managers and senior staff.
