Informist, Tuesday, Aug. 26, 2025

--Central Bank Executive Director Dohare speaking at FIBAC 2025 in Mumbai
--Central Bank ED: Started using GenAI model for enhancing skill

--CONTEXT: Bank of Baroda ED Mudaliar speaking at FIBAC 2025 in Mumbai
--Bank of Baroda ED: Have internal framework for Artificial Intelligence use

MUMBAI – Central Bank of India is using a generative artificial intelligence-led service model to enhance skills of its employees to increase productivity and improve customer experience, Executive Director Mahendra Dohare said at FIBAC 2025, organised jointly by the Federation of Indian Chambers of Commerce & Industry and the Indian Banks' Association.

"We are exploring and starting to use GenAI for learning...now this platform is available around the clock to our employees, so that they can enhance their skills in real time," Dohare said. "They use this (GenAI) for real-time answers to their issues, which they come across in the daily routine functions or learnings."

When asked on the sidelines of the event about the bank's fundraising plans, Dohare said the state-owned bank is planning a qualified institutional placement by the end of this year. "Fundraising through QIP is in the pipeline, and we have already received board approval. This should be completed by the end of this year," he said. Several other public and private sector lenders are also preparing to tap the market through QIP, according to reports. In July, State Bank of India had raised INR 250 billion.

On divestment of bank's stake, Dohare said the matter is being looked into by the government. The finance ministry has asked five public-sector banks, in which the public shareholding is below 25%, to increase the same to 25% by Aug. 1, 2026. This is in line with the Securities Contract (Regulation) Rules issued by the Securities and Exchange Board of India, which mandates that all listed companies, including those in the public sector, must have a minimum public shareholding of 25%. SEBI's minimum public shareholding norm has been in place since 1993, but its provisions are modified from time to time. Currently, the government holds 89.3% stake in Central Bank of India.

At the same event, top officials of financial institutions highlighted the importance of digital transformation in the Indian banking system. Bandhan Bank's Executive Director and Chief Operating Officer Ratan Kumar Kesh emphasised the importance of adoption of vernacular language in banking services as it will be easier for customers to navigate digital platforms with ease. "If the interface is simple, adoption follows — no matter the age or background," he added.

Raul Rebello, managing director and chief executive officer of Mahindra & Mahindra Financial Services, said there is a need for local hiring and community-driven models. He said that empowering employees from within the regions they serve, not only builds trust but also improves customer relationships.

Tushar Vikram, country head and chief executive officer - India of Mashreq, a United Arab Emirates-based lender, said process and automation in the banking system are very necessary to onboard customers. He said that digitisation should begin with simplification. "I would say, when you automate and digitise a process, the first thing you have to do is simply create a process," Vikram said. "Because, if you have a very complicated process and you digitise it, it makes it even more difficult for the customers. So, when we digitise and automate, the first thing we do is look at a process, simplify it, and see how it can be automated...So, during our journey, throughout all the clients, we have tried to automate from onboarding, credit monitoring, sanctions and others."

On the same front, Bank of Baroda's Executive Director Sanjay Vinayak Mudaliar said the bank has an internal framework for use of artificial intelligence to better customer experience. "(We have) Created a combination of scalable infra around GenAI and developed a multilingual conversational bot," Mudaliar said. End

Reported by Vaishali Tyagi

Edited by Ashish Shirke

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