Annual Report 2022-23 
Stakeholder engagement
Engaging and creating value for stakeholders
We maintain sustained engagements with our stakeholders to identify and address their needs, and build long-term relationships. They are critical to executing business strategies and assists us in identifying risks and opportunities relevant to our business, thus driving our long-term success.
Clients (MF/AIF/PMS/financial institutions)
Mode of engagement
Corporate reporting, business meetings
Their needs and expectation
- Sophisticated technology for cost efficiency and seamless operations
- Regulatory compliance in dynamic environment
- Responsible practices and excellent customer services for enhancing brand credibility
- Trustworthy relationship
- Data protection and cyber security
Company response
- Launched new technology-led products in line with regulatory developments
- Ensured completion of transactions within defined timelines
- No instances of cybersecurity attacks or data breaches
Customers (mutual fund investors, insurance policy holders, NPS subscribers, customers of financial institutions)
Mode of engagement
Service centres / call centres, omni channel support (telephone, website, email, app, chatbot, postal communication), customer satisfaction surveys, digital and social media activities, investor connect programmes
Their needs and expectation
- Ease and convenience of transactions across diverse platform
- Continuous upgrade of digital platforms
- System reliability
- Data protection
Company response
- Ensured high customer satisfactions across MF, NPS and insurance businesses
- Significant reduction in the complaints
- Ensured increased customer satisfaction
Shareholders / Investors
Mode of engagement
Investor / analysts meets and dialogue, press releases and results conference calls, annual general meeting, website, media releases
Their needs and expectation
- Sustainable profit, dividends and capital appreciation
- Financial prudence and robust balance sheet position
- Transparent and timely reporting with disclosure of material matters
- Strategy for long-term growth
- Robust enterprise risk management
Company response
- Focussed on enhancing non-MF revenue, especially in areas having long-term potential
- Strategic acquisitions made to strengthen competencies
Employees
Mode of engagement
Open dialogue culture, personal reviews, surveys, townhall meetings, employee portal, wellness and engagement initiatives
Their needs and expectation
- Career growth prospects
- Health, safe and wellness
- Learning and development opportunities
- A diverse, inclusive and supportive workplace
- Job security
Company response
- Running multiple learning and development programmes to support career growth and drive leadership development
- Providing forum to express views and engage
- Supporting women to re-join work post sabbatical
Distributors
Mode of engagement
Dialogue over phone and digital medium, media publications, distributor connect programmes
Their needs and expectation
- Innovative technology platforms
- Availability of IT systems
- Speedy response to queries
Company response
- Empowering digitally with MF Central and edge360 portal
- Support for knowledge building
- Full-fledged contact centre to provide services and assistance
Society and planet communities
Mode of engagement
CSR programmes, local community engagements, media publication, CSR / sustainability reporting
Their needs and expectation
- Local development
- Employment opportunities
- Responsible business practices
- Sustainable use of natural resources
Company response
- CSR programmes around education, supporting vulnerable sections like senior citizens and women
- Tree plantation
- Focus on reducing waste, water and carbon emission and investing in renewable energy
Regulators and government
Mode of engagement
Joint working groups, advocacy meetings, committees and conferences, membership in local enterprise, partnership with industry bodies
Their needs and expectation
- Regulatory compliance
- Contribution to governmental development plans and to the fiscal through fair tax payments
- Ethical and responsible work practices
Company response
- On-time tax payments
- Introducing products aligned with compliance
- Adherence to laws and regulations
