### **Overview** Union Bank of India (UBI), the fifth-largest nationalized bank in India by total assets, has emerged as a leader in digital transformation, financial inclusion, and sustainable finance. With a century-long legacy and a robust pan-India presence spanning 8,621 branches (including overseas), over 8,910 ATMs, and more than 23,500 Business Correspondents (BCs), UBI serves a customer base exceeding **21.67 crore**. The 2020 amalgamation with Corporation Bank and Andhra Bank significantly expanded its footprint and operational scale, creating a unified banking entity with enhanced market competitiveness. The bank operates across four core segments: **Retail Banking, Corporate & Wholesale Banking, Treasury Operations, and Other Banking Services**, serving three primary customer groups—individuals, businesses, and financial institutions. UBI is strategically positioned to drive growth across retail, MSME, agriculture, and green finance while leveraging technology to enhance customer experience and operational efficiency. --- ### **Digital Transformation & Technology Innovation** Union Bank of India has made substantial progress in building a **next-generation digital ecosystem**, positioning itself as a pioneer among public sector banks. #### **Flagship Digital Platforms** - **Vyom App**: The bank’s unified mobile and internet banking platform offers **over 400 features**, integrating digital banking with lifestyle services such as flight and hotel bookings, gift cards, and donations. In FY25, **3.9 million new users** were onboarded, bringing digital-only customers to over 32 lakh. - **Digital Features Launched (FY25)**: Credit score access, digital savings account opening (NTB), POS issuance, and the **Union Millionaire Deposit Scheme**. - **Digital Transactions Growth**: Mobile banking transactions grew **29% YoY**, and internet banking rose **9%** in FY24, reflecting strong digital adoption. #### **Omni-Channel & AI-Driven Initiatives** - **Project Sambhav**: A microservices-based **Digital Business Platform** being developed in partnership with IBM to support over 100 end-to-end digital journeys (e.g., FD, RD, PPF, loans). Designed for omnichannel engagement, open banking, and fintech collaboration. - **Generative AI Implementation**: Two Gen AI chatbots launched: - **HR Mitra**: For internal HR support. - **Frontline Assistant**: To assist field staff with real-time product and IT support. - **Union Voice Assistant (UVA)**: AI-powered voice banking completed **30,000+ transactions**. - **Cybersecurity & Resilience**: - Upgrading to a **Cyber Security Center of Excellence**. - Establishing an **IT Resilience Operation Centre (ROC)** using AI/ML for predictive outage management. - Achieved **PCI DSS certification** and rolled out **SD-WAN** across branches. #### **Data & Analytics Strategy** - **Enterprise Data Lake & ACoE**: A next-gen data lake is being implemented to unify structured and unstructured data. Partnered with Zoho for CRM and advanced analytics. - **Machine Learning Models**: Deployed across **retail, MSME, and agriculture** for: - Customer retention - Personalized product offers - Risk and stress detection - **Digital Debt Collection System**: In development with **SPOCTO Solutions**, using AI/ML to segment borrowers and design custom recovery journeys. #### **Emerging Tech Leadership** - **Metaverse Pioneer**: Launched **"Uni-verse"**, India’s first bank metaverse platform, recording **3.69 lakh visits** by March 2025. - **Central Bank Digital Currency (CBDC)**: - First bank in **Cohort 2 (Retail CBDC)**. - Among nine banks selected for **Wholesale CBDC (W-CBDC)**. - Upgraded **"Digital Rupee by UBI"** app with accessibility features for visually impaired users. - **Trade Finance Innovation**: Launched **Trade Nxt**, a 24x7 digital portal for FX and trade transactions with AI and OCR integration, enabling paperless processing. - **Cloud & DevOps**: Migrating to **hybrid cloud infrastructure** to support cloud-native apps, microservices, and DevSecOps. --- ### **Customer Experience & Engagement** UBI has redefined customer engagement through seamless digital interfaces and omnichannel strategies. - **WhatsApp Banking (UVConn)**: Delivered **70+ services** and handled **2.45 crore customer requests**, making it one of the most active banking bots on WhatsApp. - **Google Business Messages (GBM)**: - First public sector bank live on GBM. - Engaged **5.3 lakh users**, with **2.31 lakh using live agents**, enabling cross-sell/up-sell via Google Search and Maps. - **Digital Contact Center**: A proactive **sales and service engine** powered by conversational AI, launched in partnership with an external vendor. - **Social Media Reach**: Grew to **41.47 lakh followers** (70.44% YoY), supported by 150+ digital campaigns and partnerships with **MakeMyTrip, Swiggy, Zomato, Apollo, Meesho**. --- ### **Business & Segment Performance** #### **Retail, Agriculture, MSME (RAM) – Core Growth Engine** - **Over 50% of assets** are in the RAM segment, with a diversified, granular portfolio. - **MSME Lending**: - Portfolio grew **12.5% YoY** (from ₹1,21,269 crore in Mar 2024 to ₹1,36,423 crore in Mar 2025). - **Small enterprise segment** led growth with **16.8% increase**. - **80 additional Union MSME First Branches (UMFBs)** launched, totaling 105. - **CGMS Portal**: First bank to achieve API integration with **CGTMSE** for credit guarantees. - **Agriculture**: - Digitized **Kisan Credit Card (KCC)** services; pilot live in Karnataka and MP. - Fully automated **STP-enabled KCC** under RBI Innovation Hub. - **Retail Lending**: - Ranks **4th** among PSBs in retail segment. - **Gold Loans**: A major growth driver—**INR 68,072 crore portfolio**, **52.93% YoY growth** (from INR 44,511 crore in FY23). - Dedicated **Union Gold Loan Point (UGLP)** established in 510 branches. - Pre-approved personal loans and digital housing/vehicle loans via OEM partnerships. #### **Corporate & Wholesale Banking** - Serves domestic and international corporate clients through **8,621 branches**, including: - 12 **Large Corporate Branches** - 38 **Mid Corporate Branches** - Offers services including: - Working capital, project finance, syndication, structured finance, M&A advisory - Cash management, ECGC coverage, FX & derivatives - **International Presence**: - Branches in **Dubai, Sydney, Hong Kong** - Subsidiary in **London (UBI UK Ltd.)** focusing on Buy-to-Let (BTL) loans - JV in **Malaysia** - UBI UK sources local deposits via **Union Premium Bond (UPB)** #### **Trade Finance** - Served by **133–150 Authorized Dealing Branches** and centralized back offices. - **TReDS Partnership**: Finances MSME trade receivables via **invoicemart.com**, enhancing liquidity and payment discipline. --- ### **Sustainability & Green Finance Leadership** UBI is a market leader in **green and sustainable finance**, aligning with national climate goals. - **Green Finance Portfolio**: Reached **₹28,742 crore in FY25**. - **Green Bond Issuance**: Plans to issue **₹5,000 crore** to fund renewable energy projects. - **Renewable Energy Finance**: Early entrant; targeting leadership in a **$100+ billion Indian market by 2030**. - **Climate Tech & Carbon Markets**: - Exploring **climate tech financing** via RBI’s **Climate Tech Sandbox**. - Preparing to enter the **carbon credit trading market**, projected to hit **$50 billion by 2030**. - **Environmental Commitments**: - Targeting **net-zero operations by 2035**. - Aiming to reduce **financed emissions intensity**. --- ### **Operational & Strategic Initiatives** - **Branch Expansion & Optimization**: - Opened **201 new branches** (21 in rural/semi-urban, 5 Nari Shakti branches). - Converted underperforming branches into **Customer Point Centres**. - **Wealth Management**: Deployed **1,250 branch-based Relationship Managers** and dedicated **Wealth RMs** in metro/urban areas. - **CASA & Deposit Growth**: Strategic focus on increasing **retail deposits** and accelerating **CASA growth** in underpenetrated markets. - **People & Capabilities**: - Hiring **75–100 domain experts** in cybersecurity, digital banking, and HR. - Training programs in credit appraisal, marketing, and digital tools. - Average employee age under **40**, supporting agile transformation. --- ### **Leadership & Governance** - **Ms. A. Manimekhalai**, seasoned banker with 30+ years of experience, played a pivotal role in strategic planning and post-merger integration. Former ED at Canara Bank and instrumental in Syndicate-Canara merger. - Strong focus on **governance, compliance, internal controls, and digital culture transformation**.