Mangalore: In a significant initiative aimed at strengthening leadership capabilities and enhancing organizational performance, MCC Bank organized a Session on leadership motivation, face-to-face selling skills, and communication skills titled “Speak, Lead and Connect” on 19th February 2026 at the Board Meeting Hall of its Head Office in Mangalore.
Sahakara Ratna Shri Anil Lobo welcomed the distinguished guests with floral bouquets. The guest speakers for the session were Dr. K. Rajesh Nayak, Director – Training at the College of Banking and Financial Studies, Muscat, and CA S. S. Nayak, a renowned Chartered Accountant and expert in taxation, entrepreneurship, and business advisory services.
CA S.S. Nayak, in his session, stated that the Indian banking system is the number one in the world, highlighting its resilience, regulatory strength, and adaptability in a rapidly evolving financial landscape. He emphasized that banks should address customer complaints first before pursuing new business opportunities, as resolving concerns builds credibility, strengthens trust, and lays a solid foundation for growth.
He further mentioned that the limitations and regulatory requirements relating to the digitalization of the cooperative banking sector have now been duly addressed, enabling institutions to move forward with greater confidence in adopting technological advancements. He also stated that compliance is a higher priority than business expansion.
Explaining the exact meaning of KYC (Know Your Customer), he stressed that it involves truly knowing and understanding customers rather than merely verifying their Aadhaar and PAN cards. He also elaborated on taxation aspects applicable to Indian residents and NRIs.
He advised Managers to “know your bank, know your product, know your competitor, and know your limitations,” and encouraged them to work hard, noting that there are ample opportunities in Dakshina Kannada and Udupi districts. He urged branch managers and staff to work together to achieve their targets.
He concluded by stating that successful people show results, whereas unsuccessful people give reasons. He explained the “10-30-10 technique,” whereby approaching 10 existing customers and obtaining three references from each can lead to 30 prospects; from 30 prospects, at least 10 can be converted into customers. He also discussed effective customer handling and emphasized that customer complaints should be resolved at the branch level itself.
Finally, he explained the concepts of Management by Objectives and Management by Exception.He concluded by quoting a Sanskrit-inspired saying: “Desire changes nothing, decision changes something, and dedication changes everything.”
Dr. K. Rajesh Nayak emphasized the importance of building trust in the Bank, stating that trust is the foundation upon which lasting customer relationships and sustainable growth are established. He encouraged participants to strengthen their listening skills, explaining that effective listening not only improves customer understanding but also enhances problem-solving and service delivery.
He remarked that while technology and artificial intelligence are advancing rapidly, human skills continue to play a far more powerful role in banking, as empathy, judgment, and personal connection cannot be replaced. He cautioned everyone never to underestimate anyone’s abilities and stressed the need to continuously build knowledge and competence. He further stated that knowledge and wisdom are essential qualities of a good leader, and that common sense is equally important for everyone.
In his presidential address, Chairman SahakaraRatnaShriAnil Lobo emphasized the importance of leadership excellence in strengthening the foundation of the organization. He highlighted that true leadership is reflected not only in decision-making but also in the ability to inspire confidence and build lasting relationships with customers. Stressing a customer-centric approach, he remarked that service should always be delivered with a positive attitude, as positive interactions create trust and foster long-term loyalty.
He also underscored the significance of setting clear targets and consistently monitoring performance through regular follow-ups to ensure steady progress. According to him, professionalism in approach, disciplined execution, and accountability at every level are essential for achieving organizational goals. He encouraged all members to remain committed, focused, and performance-driven in order to meet and exceed their targets while upholding the highest standards of service. He thanked the guest speakers for their valuable advice to the Management and staff.
On behalf of the Board of Directors, C.G. Pinto, Professional Director, expressed his sincere gratitude to the guest speakers for their insightful and enlightening sessions. He appreciated the initiative taken by the Chairman in inviting such distinguished professionals to address the Board of Directors and staff, stating that their expertise and practical guidance would greatly benefit the institution in strengthening its leadership capabilities and enhancing overall performance.
The Managers appreciated the sessions, stating that the insights shared by the speakers would help them grow further, achieve their targets, and strengthen customer service.
Accountant Alwyn D’Souza compered the programme and proposed the vote of thanks. As a token of gratitude, the Chairman honoured the guest speakers with shawl and memento. The Chairman, Vice Chairman, Directors, top officials from the Head Office, Branch Managers, and senior officials attended the session.