ICICI Bank: Strategic Management of Retail Debt During the Pandemic

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15 March 2022

Winner of Celent Model Risk Manager 2022 Award for Data, Analytics, and AI


ICICI bank implemented a retail debt management strategy to cope with the challenges of the COVID-19 pandemic. With this strategy, the bank was able to improve delinquency rates within just a few months.

ICICI Bank knew that the pandemic would lead to an increase in delinquent payments as retail customers faced loss of income or curtailed revenue streams due to economic disruption. The bank swiftly responded with an innovative strategy that proactively integrated predictive risk modeling with targeted customer outreach to achieve a specific business objective—reducing non-performing assets (NPAs) in the bank’s retail credit portfolio.

ICICI Bank’s retail debt initiative is a striking example of how the adept management of risk can help both the business and its customers thrive.

Click on the video link below to watch a conversation between Vyom Upadhay, Head, Data Science and Analytics at ICICI Bank, and Neil Katkov, Director with Celent's Risk practice; Celent Risk research members can download the PDF of a detailed case study.