Aditya Birla Capital Limited | APEA - Regional Edition - Asia Pacific Enterprise Awards

Aditya Birla Capital Limited



Aditya Birla Capital Limited

Financial Services Industry

Company Introduction

Aditya Birla Capital Limited (ABCL) is one of the largest financial services players in India. Formerly known as Aditya Birla Financial Services Limited, ABCL is the holding company of all the financial services businesses of the Aditya Birla Group, a US$ 44.3 billion Indian multinational, in the league of Fortune 500. ABCL is committed to serving the end-to-end financial services needs of its retail and corporate customers under a unified brand — Aditya Birla Capital.

Over the last decade, ABCL has built a broad based and welldiversified portfolio of 13 lines of business with significant presence across Life Insurance, Asset Management, Non-banking Finance (NBFC), Project & Structured Finance, Private Equity, Broking, Wealth Management, General Insurance Broking, Health Insurance and Housing Finance. The different businesses are at different stages of maturity.

Anchored by more than 21,000 employees, ABCL has a nationwide reach and more than 2,00,000 + agents / channel partners. Today Aditya Birla Capital Limited (ABCL) is one of the largest and most diversified non-bank financial services conglomerates operating under a single brand in India. It ranks among the top fund managers in India with over $38 Billion (Rs. 2,65,109 Crore) of assets under management. It is bigger than several mid-sized banks with a lending book of over $9 Billion (Rs. 63,119 Crore) and it is a significant insurance player with total premium written in FY2020 being Rs. 8,008 Crore. (Including Life and Health insurance).

Integrated Risk management framework developed at Aditya Birla Capital is unique and well known in the Industry and provides a competitive edge. The company has successfully steered the course from being a silo risk organisation with each entity operating individually, to becoming an integrated one across diverse business lines. All business lines and segments are not only governed from within their operating regulated business, but also are deeply integrated into the ABCL governance and risk framework.

Corporate Culture

Over a period, the people processes in ABCL have been aligned with business goals and the people strategy has been crafted around the BRIM framework. ABCL has incorporated ABG group values and identified FAIR behaviour. These behaviours are dovetailed with ABG group values. “Upholding the Values in everything we do is in our DNA”.

Aditya Birla Capital ensures a simple and consistent customer experience of one brand across all 13 Companies. One contact centre, one website, with a single ID to login access ABCL businesses and all product solutions and all touch points, all offices and branches. ABCL implemented MS Dynamics as Industry First Single CRM solution across LOBs. This high-end solution will empower to tap every opportunity across channels to improve and deepen customer relation management at point of sale and service both. Its features like customer 360 degree view, latest customer interactions, customer preferences & insight on the customer service satisfaction by integrating instant customer feedback facilitates better customer service experience and cross sell as well up sell opportunities.

To be a leader and role model in a broad-based and integrated financial services business.

Achievements and Impact

Over 5,000 senior citizens suffered from vision impairment was screened at their Rural Medical Camps while 1,19,467 patients in Rajasthan were helped through the Primary Health Centres. Additionally, the Company also helped orphans in Odisha through the Adopt A Home Project and 1,014 students was impacted through the Childhood To LIvelihood Project. With the formation of Aditya Birla Capital, there was a 17 times increase in customer and currently, the Company has a 20 million customer base. To add on to that, a growth rate of 14 times in Asset Under Management (AUM) and it was the top 5 Fund Managers with AUM of over 300,000 Crores. Lastly, the Company’s loan book moved up to 100 times with 60,000 Crores lending book.

Future Direction

Moving forward, the Company will focus on ecosystem partnerships, data & analytics, re-engineering customer and distributor journeys, building scalability in processes and platforms, leveraging on Fintechs while also building talent in Digital across the platform.