In the India Focus Note 102 we highlighted some of the challenges associated with pursuing a “bank managed/supervised” approach to agent networks in the business correspondent model. In this Note, we explore how banks can potentially address some of these challenges. This is discussed by looking at different aspects of the way a bank must manage its agent network and is completed with a case study of State Bank of India which has excelled in developing its bank-managed agent network. The Note looks at: Operational integration of the agent network with bank branches Equipping branch staff to understand and play their role in agent network management Integration of technology platforms Setting up agent support systems: structure, staffing, liquidity management and technology.

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