Recruitment and Selection Process in ICICI Bank

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Anjali singh Icici BANK
Masters of Business Administration (Dr. A.P.J. Abdul Kalam Technical University)
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RESEARCH REPORT
On
“Recruitment and Selection process in ICICI Bank””
Submitted in the partial fulfillment of the requirement for the award of

POST GRADUATE DIPLOMA IN MANAGEMENT
Noida Institute of Engineering & Technology, Greater Noida
ACADEMIC SESSION
(2020 – 2022)
Under the Guidance of: Submitted By:

Prof. Abhishek Sharma Anjali Singh
(Marketing Faculty) PGDM – 6rdTrimester
Roll No-20133DM017
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ICICI BANK
Recruitment and Selection process in ICICI Bank”
Understand the Recruitment and Selection process in ICICI

Bank”
Ms Anjali Singh
“A Research about Recruitment and Selection process in ICICI Bank” the purpose of
the studies is gather the information about Recruitment and Selection in ICICI bank
and understand people perception,behaviour,,loyality,troustworthyness and overall
mindset or liking & disliking of ICICI’s service and as brand.”
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Date:15 May 2022
TO WHOMSOEVER IT MAY CONCERN
This is to certify that a student of Post Graduate Diploma in Management from Noida Institute of
Engineering & Technology (Batch 2020-2022), Roll No:20133DM017 has undergone his/her
Internship on the topic: “Recruitment and Selection process in ICICI Bank””under my
guidance and supervision from to .
Signature of Research Report Guide
Reseach Guide Name: Prof. Abhishek Sharma

Designation: Professor (Marketing faculty )
Company: ICICI BANK
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Date: 15 May 2022
CERTIFICATE
This is to certify that Ms. Anjali Singh Roll No: 20133DM017 is a student of Noida Institute
of Engineering & Technology and has done his Research Report titled Recruitment and
Selection process in ICICI Bank”.”
The work embodied in the report is original and is of the standard expected of a Post Graduate
Diploma in Management (PGDM) student and has not been submitted in part or full, to this or
any other Institution, for the award of any Degree or Diploma. He/she has completed all
requirements for Research and the report work is fit for evaluation.
Signature of Head of Institution:
Dr. Atul Sharma
Director
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Declaration
I, Anjali singh, hereby declare that the Research work title “Recruitment and Selection
process in ICICI Bank”.” completed & submitted in partial fulfillment of the award of the
degree of “Post-graduate Diploma in Management” by Noida Institute of Engineering &
Technology and the work was carried out with the help and under guidance of “Prof. Abhishek
Sharma” and staff of the “ICICI Bank Ltd, 9A, Phelps Building, Connaught Place, New
Delhi, New Delhi, Delhi, 110001 ·.”.
I further declare this Research report has not formed the basis for the award of any other
Degree/Diploma of any other University/Institution.
Date:15 May 20022
Name:Anjali Singh
Roll No: 20133DM017
PGDM(2020-22)
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Acknowledgements
I am using this opportunity to express my deepest gratitude and special thanks to

“Prof.Abhishek Sharma ,Sunstone Eduversity ,Greater noida,uttar pradesh .
who in spite of being extraordinarily busy with “her” duties, took time out to hear, guide and
keep me on the correct path and allowing me to carry out my research report at their esteemed
organization.
I express my deepest thanks to Prof.Sarita maam ,for taking part in useful decision & giving
necessary advices and guidance and arranged all facilities to make life easier. I choose this
moment to acknowledge her contribution gratefully.
It is my radiant sentiment to place on record my best regards, deepest sense of gratitude to Dr.
Atul Sharma [Director], Noida Institute of Engineering & Technology for his careful and
precious guidance which were extremely valuable for my study both theoretically and
practically. I further want to thanks Prof. Abhishek Sharma Sir, Sunstone Eduversity , who
helped me to better understand concepts of research project and help me to complete this. I
sincerely want to thank Prof. Soumitra Chakraborty sir for being our mentor or coordinator
and helping me at every stage of my project and research studies.
I would also like to thank my parents and friends who helped me a lot during my life and this
research period. I perceive this opportunity as a big milestone in my career development. I will
strive to use gained skills and knowledge in the best possible way, and I will continue to work on
their improvement, in order to attain desired career objectives. Hope to continue cooperation
with all of you in the future.
Sincerely,
Name of the Student
.Anjali Singh
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ABSTRACT
During my research I have been conducted “Recruitment and Selection process in ICICI
Bank” the purpose of the studies is gather the information about Recruitment and Selection in
ICICI bank and under people perception,behaviour,,loyality,troustworthyness and overall
mindset or liking & disliking of ICICI’s service and as brand.
In this study I got to know that ICICI not only provide best quality service but they also take
care of customer preference and choices. Industrial Credit and Investment Corporation of
India. lit is oldest and largest banking industry in india .although ICICI have lots of
competators but they have unique idea ,service and markting strategy.
They Have largest Banking network in India that’s why we can say that create entry barriers for
others companies and stand them self unbeatable brand. Customers in India are also spending
more in BFSI as their standard of living is growing ICICI has placed itself successfully in the
position of market leader in Banking sectore.
To maintain their market leadership, it pursues innovative distribution mechanisms to reach the
millions of potential consumers in both urban areas and small remote villages. To maintain their
competitive advantage, it has aggressively extended more deeply in India, moving from large to
small towns, and from urban to semi-urban areas. The future of the company is also looking
bright as BFSI market in India is still expanding and so we can safely conclude that ICICI will
be able to secure its number one position in banking service.
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S. No. Item Page No.
1. Executive Summary 08
2. Objectives 09
3. Scope of the Study 10
4. Research Methodology 11
5. Introduction 12 -14
6 Review of Literature 15
7. History 16-21
8. Company Profile 22-30
9. SWOT Analysis of ICICI Bank 31-38
10. Recruitment and Selection process in ICICI Bank 39-66
11. Data Analysis 67
12. Finding 68
13. Recommendations and Conclusions 69
14. Bibliography 70
15. Appendix 71
Table of content
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EXECUTIVE SUMMARY
This project portrays how survey analytics can be used to solve market research business
problems. This is one an example of how we can analyze the impact of a concept app on
different segments of potential users and hence determines the go-to market strategy. The
project uses concepts of survey analytics and business statistics to predict the likability,
uniqueness and intention to use scale from the potential users of the concept app. The
implementation of the survey analytics was done by conducting personal and telephonic
surveys with the potential users.
Topic:- Recruitment and Selection process in ICICI Bank”
Organization name:- Industrial Credit and Investment Corporation of India (ICICI Bank)
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PURPOSE OF THE STUDY
Objective of Study
The main objectives of this project are the following:
 To study the concept of recruitment and selection.

 To study the recruitment and selection procedure in ICICI BANK.
 To study SWOT analysis of ICICI BANK.
 To study about ICICI BANK and its related aspects like its products & services, history,
organizational structure, subsidiary companies etc.
 To identify the probable area of improvement to make recruitment and selection
procedure more effective.
Hypothesis
 Majority of customers are satisfied with the services provided by ICICI Bank.
 ICICI is always taking initiative for providing maximum satisfaction to its customers.
SCOPE OF THE STUDY
The banking industry in India has a huge canvas of history, which covers the traditional banking
Practices from the time of Britishers to the reforms period, nationalization to privatization of
banks and now increasing numbers of foreign banks in India. Therefore, Banking in India has
beenthrough a long journey. Banking industry in India has also achieved a new height with the
changing times. The use of technology has brought a revolution in the working style of the
banks. Nevertheless, the fundamental aspects of banking i.e. trust and the confidence of the
people on the institution remain the same. The majority of the banks are still successful in
keeping with the confidence of the shareholders as well as other stakeholders. However, with the
changing dynamics of banking business brings new kind of risk exposure.
The present study attempts to analyze the recruitment and selection process of ICICI BANK. The
study will focus on recruitment steps and selection procedure of middle level and junior level of
management. The period of submission of the report is from 18/06/2012-18/08/2012.
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Research Methodology
Sample Design
A sample design is a definite plan for obtaining a sample from a given population. 120
samples were selected by simple random sampling method. It is one of the probability
sampling techniques.
Sampling Method
Convenience sampling method is adopted for collecting the
data from the respondents.
Sampling Size
Sampling refers to the number of items to be selected from the universe to constitute a
sample. Total population of the study refers to the entire “delhi” which consists of 13
lakhs people, out of the total population of city 120
respondents have been selected through convenience sampling method.
a.) Primary data : Gather data from some our friends ,family and relatives
b.) Secondary data: Collect the the data from internet,books,youtube etc.
Method of data Collection
There are two types of methods of data collection used in
the study
Limitations of the Research
The limitations of the research were as follows:
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1) Lack of proper experience on the part of the researcher in conducting such studies in the
past.
2) The time period for carrying out the research was short as a result of which many facts
have been left unexplored.
3) The area for study which is quite a large area to judge out the consumer preferences
4) Only 120 respondents have been chosen which is a small number to represent the whole
of the population.
5) While collection of the data many consumers were unwilling to fill the questionnaire.
6) Many of the respondents did not fill the questionnaire properly.
7) Method of sampling is chosen which seems not to be appropriate
INTRODUCTION
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ICICI Bank Limited is an Indian diversified financial services company headquartered in

Mumbai, Maharashtra. It is the second largest bank in India by assets and third largest by market
capitalization. It offers a wide range of banking products and financial services to corporate and
retail customers through a variety of delivery channels and through its specialized subsidiaries in
the areas of investment banking, life and non-life insurance, venture capital and asset
management. The Bank has a network of 2,630 branches and 8,003 ATM's in India, and has a
presence in 19 countries, including India.
The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in United
States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance
Centre; and representative offices in United Arab Emirates, China, South Africa, Bangladesh,
Thailand, Malaysia and Indonesia. The company's UK subsidiary has established branches in
Belgium and Germany.
ICICI Bank is India’s largest private sector bank in market capitalization and second largest
overall in terms of assets. The bank has a network of 1,626 branches and about 4,883 ATMs in
India and presence in 18 countries.
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The industrial credit and investment corporation of India limited (ICICI) was incorporated in
1955 at the initiative of World Bank, the government of India and representatives of Indian
industry, with the objective of creating a development financial institution for providing
medium– term and long- term project financing to Indian businesses. A.RamaswamiMudaliar is
elected as the first chairman of ICICI Limited.
CHANDA KOCHHAR is currently managing director and CEO of ICICI Bank. Kochhar has
also consistently figured in fortune’s list of “Most Powerful Women in Business” since 2005. KV
Kamathwho has was awarded Padma Bhushan award from the Indian government in 2008 is the
Non-Executive Chairman of the Bank.
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REVIEW OF LITERATURE
Alok mittal, et al., (2003) presented an article on “An exploratory study of CRM orientation
among Bank employees”. The paper aimed at exploring the aspects of the CRM orientation
among
banks employees of both the public and the private sector banks. The findings of the research
highlighted that there is need for improvement on some of the components of the CRM such as
customer communication, customer orientation, customer care and handling of complaints in
both
public and private sector banks. The aged employees in the public and private banking
institutions
need to improve their CRM skills in order to complete with their younger counterparts.
Tapan, (2003) in his article “creating customer lifetime-value through effective CRM in
financial services industry”, has stressed the importance of the CRM in financial services
industry.
166
Customer data management gives clues about the probability of customer demand and
technology
helps in tracking the characteristics and categorization of customers depending on their past
behavior.
He concluded that with increased competition and customers moving very fast from firm to firm
another, it is essential to have an integrated CRM strategy across the whole organization for
generating higher customers life-time value.
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HISTORY
ICICI Bank was established in 1996 by the Industrial Credit and Investment Corporation of
India, an Indian financial institution, as a wholly owned subsidiary. The parent company was
formed in 1955 as a joint-venture of the World Bank, India's public-sector banks and public-
sector insurance companies to provide project financing to Indian industry. The bank was
initially known as the Industrial Credit and Investment Corporation of India Bank, before it
changed its name to the abbreviated ICICI Bank. The parent company was later merged into
ICICI Bank. ICICI Bank launched internet banking operations in 1998
ICICI Bank (formerly Industrial Credit and Investment Corporation of India) is a

major banking and financial services organization in India. It is the 4th largest bank in India
and the largest private sector bank in India by market capitalization. The bank also has a
network of 1,700+ branches (as on 31 March 2010) and about 4,721 ATMs in India and
168
presence in 19 areas of investment banking, life and non-life insurance, venture capital
and asset
management. ICICI Bank is also the largest issuer of credit cards in India.
ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public offering of
shares in India in 1998, followed by an equity offering in the form of American Depositary
Receipts on the NYSE in 2000. ICICI Bank acquired the Bank of Madura Limited in an all-stock
deal in 2001, and sold additional stakes to institutional investors during 2001-02.
In the 1990s, ICICI transformed its business from a development financial institution offering
only project finance to a diversified financial services group, offering a wide variety of products
and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank.
In 1999, ICICI become the first Indian company and the first bank or financial institution from
non-Japan Asia to be listed on the NYSE.
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with
its five million American depository shares issue generating a demand book 13 times the offer
size.
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In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI
and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services
Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by
shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at
Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve
Bank of India in April 2002.
In 2008, following the 2008 financial crisis, customers rushed to ATM's and branches in some
locations due to rumors of adverse financial position of ICICI Bank. The Reserve Bank of India
issued a clarification on the financial strength of ICICI Bank to dispel the rumors.
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ICICI MILESTONES
 1988: Promoted TDICI – India’s first venture capital company.

 1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR.
 1999: ICICI becomes the first Indian company to get listed on the NYSE through an
issue of American depository shares.
 2000: ICICI BANK became the first commercial bank from India to get its stock listed
on the NYSE.
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Geographical areas
 Haryana
 Mumbai
 Chennai
 Bangalore
 Delhi
 Karnataka
 Bihar
 Orissa
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AWARDS-2022
ICICI Bank has been adjudged as the 'Best Domestic Private Bank in India 2022' by Asiamoney,
a Singapore based financial magazine that is part of the Euromoney publication group. ICICI
Bank's success in the Private Banking business, including Family Office, can be attributed to its
'Fair to Bank, Fair to Customer' philosophy, coupled with a partnership approach followed with
its clients.
ICICI Bank has been adjudged ‘Company of the Year’ by Forbes India, a leading business
magazine. The Bank has been chosen as the best company in 2021-22 based on its all round
performance.
ICICI Bank has received awards in two categories at the Celent Model Bank Awards, 2022.
These coveted awards are organised by Celent, a global research and advisory firm. The Bank
was adjudged as the ‘Model Bank’ in the ‘Small Business Digital Banking’ category for InstaBIZ
and InstaOD offerings. ICICI Bank was also adjudged as the ‘Model Risk Manager’ in the ‘Data,
Analytics and AI’ category for use of automated customer communication and AI-driven models
for strategic management of retail debt, and to minimise credit default risks due to the COVID-
19 pandemic.
ICICI Bank has emerged as the ‘Best Bank of the Year’ in a survey that was conducted by
Business Today, for the second year in a row. Business Today undertook the survey with KPMG
as its Knowledge Partner. In addition to quantitative parameters, such as growth, size and
strength, the jury of the survey chose ICICI Bank for its stellar performance in other qualitative
aspects, such as effectiveness of digital initiatives, risk management, good governance and
leadership stability
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ICICI Bank has won six awards at the Indian Banks' Association (IBA) Banking Technology
Awards, 2022. The Bank has bagged the most number of awards among all banks. ICICI Bank
was declared the winner in three categories, namely - 'Best Payments Initiatives', 'Best Fintech
Adoption' and 'Best Use of AI, ML & Data Analytics'. The Bank was adjudged as a runner-up in
the three categories namely, 'Best Technology Bank of the Year', 'Best Digital Financial Inclusion
Initiatives' and 'Best IT Risk & Cyber Security Initiatives'
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COMPANY PROFILE
ORGANIZATION STRUCTURE OF ICICI BANK

.
 Retail banking.
 Wholesale banking
 Project finance and special assets management
 International business
 Corporate bank
Retail banking is banking in which banking institutions execute transactions directly with
consumers, rather than corporations or other banks. Services offered include savings and
transactional accounts, mortgages, personal loans, debit cards, and credit cards.
Wholesale banking is the provision of services by banks to the likes of Mortgage Brokers, large
corporate clients, mid-sized companies, real estate developers and investors, international trade
finance businesses, institutional customers (such as pension funds and government
entities/agencies), and services offered to other banks or other financial institutions.
Project finance is the medium- to long-term financing of infrastructure and industrial projects
based upon the projected cash flows of the project rather than the balance sheets of the project
sponsors.
Special assets management
1. The management of a client's investments by a financial services company, usually an

investment bank. The company will invest on behalf of its clients and give them access to
a wide range of traditional and alternative product offerings that would not be to the
average investors.
2. An account at a financial institution that includes checking services, credit cards, debit
cards, margin loans, the automatic sweep of cash balances into a money market fund, as
well as brokerage services.
An International Banking Facility (IBF) is a separate account established by a U.S.

bank, or a US branch/subsidiary of a foreign bank, or an Edge Act Corporation in the
United States to offer services to only non-US residents and institutions. The services
offered include deposit and loan services. (Note, an IBF is not necessarily a separate legal
entity.)
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One Corporate Centre is an office skyscraper in Pasig City, Metro Manila, Philippines. It is the
13th-tallest building in the country and Metro Manila as well with a height of 202 meters (662.73
feet) [3] from ground to tip of architectural antenna. The building has 45 floors above ground
including 7 floors for commercial purposes, and 9 basement levels for parking
VISION AND MISSION OF ICICI BANK
 VISION
 To ensure most cost effective power for sustained growth of India.

 To provide clean and green power for secured future of countrymen
 Constituent associates & stakeholders.
 To continuously upgrade & update knowledge & skill set of its human resources.
 To achieve excellence in every activity we undertake
 MISSION
We will leverage our people, technology, speed and financial capital to:
I. Expand the frontiers of our business globally.

II. Play a proactive role in the full realization of India’s potential.
III. Maintain high standards of governance and ethics.
IV. Create value for our stakeholders.
V. To ensure most cost effective power for sustained growth of India.
VI. To provide clean and green power for secured future of countrymen.
VII. To achieve excellence in every activity we undertake
PRODUCTS AND SERVICES BANKING ACCOUNTS
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ACCOUNT
ICICI Bank offers a wide range of banking accounts such as Current, Saving, Life Plus Senior,
Recurring Deposit, Young Stars, Salary Account etc. tailor-made for every customer segments,
from children to senior citizens. Convenience and ease to access are the benefits of ICICI Bank accounts.
 YOUNG STARS ACCOUNT

A special portal for children to learn banking basics, manage personalfinances and have a lot of fun.
 BANK@CAMPUS
This student banking services gives students access to their account details at the click of
a mouse. Plus, the student gets a cheque book, debit card and annual statements.
 SAVINGS ACCOUNT
Convenience is the name of the game with ICICI bank’s savings account.
Whether it is an ATM/debit card, easy withdrawal, easy loan options or
internet banking, ICICI bank’s saving account always keep you in touch of money.
 FIXED DEPOSITES
ICICI Bank offers a range of deposit solutions to meet varying needs at every stage of
life. It offers a range of tenures and other features to suit allrequirements.
INSURANCE
The ICICI group offers a range of insurance products to cover varying needs ranging
from life, pensions and health, to home, motor and travel insurance. The Products are made accessible
to customers through a wide network of advisors, banking partners, corporate agents
and brokers with the addedconvenience of being able to buy online.
 LIFE INSURANCE
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The ICICI group provides the many life insurance products through ICICIPrudential Life Insurance
Company.
ICICI Prudential Life Insurance office in Dubai

In a move to consolidate its position in the Gulf region, ICICI Prudential Life Insurance (ICICI
Prudential), India's No. 1 private life insurance company, opened its representative office in
Dubai, becoming the first private life insurer from India to open an office in the Emirate.
At ICICI Prudential we offer pragmatic, world-class solutions. Put simply, solutions with a lot of
common sense. Solutions that take care of your four basic financial needs - Earning, Saving,
Investing and Spending. So you live your life to the fullest, sans worries.
 GENERAL INSURANCE
The ICICI group provides the many general insurance products like motor, t r a v e l a n d h o m e
i n s u r a n c e t h r o u g h I C I C I L o m b a r d G e n e r a l I n s u r a n c e Company.
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LOANS
ICICI bank offers a range of deposits solutions to meet varying needs at every stage of life. It
offers a range of tenures and other features to suit all requirements.
HOME LOANS
The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits
to its customers - Doorstep Service, Simplified Documentation and Guidance throughout
the Process. It’s really easy!
PERSONAL LOANS
ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum
documentation you can now secure a loan for an amountup toRs. 15 lakhs.
VEHICLE LOANS
The No. 1 financier for:-
1. Car loans
Network of more than 2500 channel partners in over 1000 locations. Tie-ups with all
leading automobile manufacturers to ensure the best deals. Flexible schemes &
Quick processing is the main advantages are here.
Avail attractive schemes at competitive interest rates from the No 1 Financier for:-
2. Two wheelers loans
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Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient
repayment options and comfortable tenors from 6 months to 36 months.
CARDS
ICICI Bank offers a variety of cards to suit different transactional needs. Its range
includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for
financial transactions like cash, withdrawal, shopping andtravel. These cards are widely accepted both
in India and abroad.
 CREDIT CARD
ICICI Bank Credit Cards give you the facility of cash, convenience and arrange of benefits,
anywhere in the world. These benefits range from lifetime free cards, Insurance benefits, global
emergency assistance service, discounts, utility payments, travel discounts and much more..
 DEBIT CARD
The ICICI Bank Debit Card is a revolutionary form of cash that allowscustomers to
access their bank account around the clock, around the world. The ICICI Bank Debit Card can
be used for shopping at more than3.5 Lakh merchants in India and 24 million merchants worldwide.
 TRAVEL CARD
ICICI Bank Travel Card. the Hassel free way to travel the world. Traveling with US Dollar,
Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI
Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit
or Debit card.
INVESTMENT PRODUCTS
Along with Deposit products and Loan offerings, ICICI Bank assists you to manage yits
finances by providing various i n v e s t m e n t o p t i o n s r a n g i n g f r o m I C I C I B a n k Ta x
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S a v i n g B o n d s t o E q u i t y Investments through Initial Public Offers and Investment in Pure

Gold. ICICIBank facilitates following investment products:
•Government of India Bonds

•Investment in Mutual Funds
•Initial Public Offers by Corporate
•Investment in "Pure Gold"
•Foreign Exchange Services
•Senior Citizens Savings Scheme
TRADE SERVICES: ICICI Bank offers online remittances as w e l l a s online processing of letters
of credit and bank guarantees.
ASSET MANAGEMENT: Prudential ICICI Asset Management Company offers a wide
range of retail mutual fund products tailored to suit varied risk and maturity profiles.
CASH MANAGEMENT: ICICI Bank offers a complete Range Of highly customized solutions
for managing both the collections and payments requirements of clients by leveraging
technology. Daily customized transactions reports and real time web-enabled downloads, provide
on-tap information facilitating effective working capital management.
CORPORATE BANKING: ICICI Bank offers comprehensive and customized financial

solutions for its corporate clients, including rupee and foreign currency debts, working capital
credit, structured financing syndication and transaction banking products and services.
INTERNET BANKING:Internet banking is available to all ICICI Bank savings and deposit
account holders, credit card, demat and loan customers. Internet banking service offers customers
a world of convenience with services such as balance enquiry, transaction history, account
statement, bill payments, and fund transfers and accounts related service requests.
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ATMS:
With more than 2500 ATMs across the country, ICICI Bank has one of the largest ATM networks in India.
PHONE BANKING:
Phone banking offers 24*7 services across Liability, asset and investment products to both retail and
corporate customers.
NRI-BANKING:
A gamut of services to take care of all NRI banking needs including deposits, money transfers
and private banking.
MONEY 2 INDIA:
A complete range of online and offline money transfer solutions to send money to India.
PROPERTY:
For millions of home buyers across the country, ICICI Bank offers not just great
deals on home loans but also a wealth of expert advice. ICICI Bank offers home search
service which can help a customer identify the property of his choice based on his budget and other
requirements.
DEMAT ACCOUNTS:
ICICI Bank’s demat services after unique featureslike e-constructions, consolidation, digitally
signed statements, mobile requestsand corporate benefit tracking.
RURAL BANKING:
Bank offers technology-based solutions, financialinnovations and multiple delivery channels to
meet the financial needs of rural areas.
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Additional Features of CRM in ICICI Bank:
Most banks have their own databases but because of the huge technological investments done by
ICICI the databases in all the branches are integrated, which means they can be accessed from
anywhere and at anytime. ICICI bank has tied up with Terradata Company for making their
software and is the only bank doing this. The difference can be known through matching tool
parameter. This refers to; on the server of ICICI sum standards are set in terms of value of the
customer and whenever the customer reaches the set standard, the server automatically informs
the department to offer him another product.
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SWOT ANALYSIS OF ICICI BANK
Introduction to SWOTanalysis.
The overall evaluation of the company’s Strength, Weakness, Opportunities and Threats is called
as SWOT Analysis. The external environment analysis of any business will give you the
opportunities and threats facing the business. The external environment consists of two parts:
STRENTH
1. •Right strategy for the right products.

• Superior customer service v/s competitors.
2. •Great Brand Image

3. •Products have required accreditations.
4 . •High degree of customer satisfaction.
5 . Good place to work
WEAKNESS
1. •Lower response time with efficient and effective service

2 . •Some gaps in range for certain sectors.
3. •Customer service staff needs training.
4. •Processes and systems, etc.

5. •Management covers insufficient.
OPPORTUNITIES
1. •Profit margins will be good.
2. •Could extend to overseas broadly.
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3. •New specialist applications.

4. •Could seek better customer deals
5. Fast – track career development opportunities on an industry – wide basis
.
THREATS
1. •Legislation could impact.

2. •Great risk involved
3. •Very high competition prevailing in the industry.
4. •Vulnerable to reactiveattack by major competitors
5. •Lack of infrastructure in rural areascould constrain investment
6. •High volume/low cost market isintensely competitive.
7.
COMPITITORS INFORMATION
28/SEP/2012
NAME NET INTREST NET PROFIT TOTAL ASSETS

INCOME (in cr) (in cr)
(in cr)
HDFC BANK 27286.35 5167.07 337909.49
ICICI BANK 33542.65 6465.26 473647.09
KOTAK 6,180.24 1085.05 65,666.46
MAHINDRA
AXIS BANK 21994.65 4242.21 285627.79
YES BANK 6307.35 976.99 73662.12
CITY UNION 1696.77 280.25 18350.65
BANK
Source:http://www.moneycontrol.com/competition/icicibank/comparison/ICI02
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HDFC Bank Limited is an Indian financial services company based in Mumbai, Maharashtra
that was incorporated in August 1994. HDFC Bank is the fifth or sixth largest bank in India by
assets and the second largest bank by market capitalization as of February 24, 2012. The bank
was promoted by the Housing Development Finance Corporation, a premier housing finance
company (set up in 1977) of India. HDFC Bank has 1,986 branches and over 5,471 ATMs, in 996
cities in India, and all branches of the bank are linked on an online real-time basis.
Axis Bank Limited is an Indian financial services firm headquartered in Mumbai, Maharashtra.
It had begun operations in 1994, after the Government of India allowed new private banks to be
established. The Bank was promoted jointly by the Administrator of the Specified Undertaking
of the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance
Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The
Oriental Insurance Corporation and United India Insurance Company UTI-I holds a special
position in the Indian capital markets and has promoted many leading financial institutions in the
country. As on the year ended 31 March, 2012, Axis Bank had an operating revenue of 13,437
crores and a net profit of 4,242 crores.
Yes Bank is a private bank in India. It was founded by Ashok Kapur and RanaKapoor, with the
duo holding a collective financial stake of 27.16%. YES Bank has received significant national
and international recognitions which include Mr. RanaKapoor, Founder, MD & CEO being
recognized as the Entrepreneurial Banker of the Decade (2001-2010) by Bombay
Management Association, India's No. 1 New Private Sector Bank in the Financial Express-
E&Y Best Banks Survey 2010, India's Fastest Growing Bank of the Year at the Bloomberg
UTV Financial Leadership Awards 2011.
Kotak Mahindra Bank is an Indian financial service firm established in 1985. It was previously
known as Kotak Mahindra Finance Limited, a non-banking financial company. In February
2003, Kotak Mahindra Finance Ltd, the group's flagship company was given the license to carry
on banking business by the Reserve Bank of India (RBI). Kotak Mahindra Finance Ltd. is the
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first company in the Indian banking history to convert to a bank. Today it has more than 20,000
employees and Rs. 10,000 crore in revenue.
MARKET SHARE OF ICICI BANK

28/September/2012
Company name 52wk high 52wk low Market capital

(in crores)
HDFC BANK 639.25 400.45 148,189.76
ICICI BANK 1,086.75 641.00 121,961.81
KOTAK 649.90 432.80 48,078.27
MAHINDRA
AXIS BANK 1,309.00 784.50 47,050.84
INdusInd BANK 354.15 221.75 16,642.11
YES BANK 389.40 230.55 13,603.44
 Source:http://www.moneycontrol.com/stocks/top-companies-in-india/market-
capitalisation-bse/banks-private-sector.html
ICICI Bank, India's second-largest bank, is comfortable with a fall in market share as it
rebalances its liabilities, and will be well placed to capitalize on opportunities when market
conditions improve, its chief executive said.
"We are allowing for a correction to happen in our liability mix. If that warrants some
recalibration of our market share, we are comfortable," chief executive K.V. Kamath said in an
interview for the Reuters India Investment Summit.ICICI, which weathered a storm about its
health when investors grew worried about its exposure to the global financial crisis after the
collapse of Lehman Brothers in mid-September, has slowed lending as loan defaults rise.ICICI's
share of deposits and loans in the Indian banking system has slid to 6.5 per cent as at September
2008 from 8.7 per cent in March 2007, according to three brokerages polled by Reuters.
THE KEY CHALLENGES
ICICI Bank Ltd’s takeover of Bank of Rajasthan Ltd (BOR) will have to clear a new regulatory
hurdlebefore it can be completed, according to a senior official in the industry
ministry. Most banking mergers can move ahead once they get a green signal from the
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Reserve Bank of India (RBI), but thedeal between India’s largest private sector lender
and the troubled regional bank will need to be cleared by the government as well because
of the provisions of a controversial policy that categorizesICICI Bank as a foreign-owned one;
despite its local presence and Indian management. “The mergerneeds the approval of the FIPB
(Foreign Investment Promotion Board) under Press Note 3.Under the Press Note 3 of 2009
series, if the ownership of an existing Indian company is transferred toa n o n - r e s i d e n t
e n t i t y, a s a c o n s e q u e n c e o f t r a n s f e r o f s h a r e s t o n o n r e s i d e n t e n t i t i e s
t h r o u g h amalgamation, merger or acquisition, then it would require FIPB approval.Private
sector lenders ICICI Bank and HDFC Bank Ltd were defined as foreign-owned under the
newrules since more than half their equity is owned by foreign entities, including
foreign institutionalinvestors, who have no board presence or say in company policy.This regulation
is applicable in sectors with foreign direct investment (FDI) caps, such as
defenseproduction, private sector banking, broadcasting, commodity exchanges,
insurance, print media,telecommunications and satellites, according to the press note. Any
foreign firm trying to gain controlof local companies needs the prior approval of FIPB.A
spokesperson for ICICI Bank said the bank would not comment on any issue relating to BOR till
theconclusion of its board meeting on 23 May.
At ICICI Bank, the selection process aims at getting applicants who are likely to succeed at
various roles in the Bank. The Endeavour is to select people who have a high service orientation,
are passionate about their career goals, and who display integrity and ethics in all engagements.
The growth in the balance sheet has come to a complete halt compared to a 40% average annual
growth it posted in the period from 2005-08. The size of bank's balance sheet declined by 5.1%
in FY 2009. In the days of the economic boom, the bank's growth was fuelled by an
unprecedented growth in retail loans. In fact, even at the end of FY 2009, retail loans constituted
49% of its total loan book – the highest for any bank in India. As the slowdown started making
its presence felt in the Indian economy, the retail loan segment became rather risky. Interestingly,
what had made the bank is today causing it a great deal of concern.
Feeling the heat, ICICI Bank, wisely, made it clear last year that more attention will be given to
cleaning its books and taking stock of the situation than to grow. Not surprisingly, there is merit
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in paying more attention to its rising non-performing assets (NPA). The bank's net NPA jumped
from 1.55% of its net advances at the end of March 08 to 2.09% at the end of March 09. At
current levels, it has the highest NPAs, in percentage terms, across large banks in the country
Being proactive
ICICI Bank has been trying to tackle the slowdown from all means it has with one of them being
cost containment. Its operating expenses declined 13.6% on a year-on-year (y-o-y) basis in
FY09. A bulk of the cost reduction was achieved by bringing operational activities in-house, i.e.
by reducing the role of direct marketing agents" noted Share khan in its research report.
It is also trying to improve the share of current and savings account (CASA) deposit, which
attract lower interest rates and help in reducing the cost of deposit. CASA deposits formed 28.7%
of its total deposits at the end of March 09 compared to 26.1% a year ago. This was evident
during the analyst conference call for the FY09 results. At that point, Kochhar commented, "My
intention is that we should at least get to about 33% of CASA ratio before we start pressing the
accelerator on lending."
For now, the bank is still struggling as its profit dropped by 35.3% y-o-y for the March 09
quarter. Its performance is in stark contrast to its peers in the banking industry. For instance, SBI
posted a 31.6% y-o-y growth in its net profit for nine months ending Dec'08. HDFC Bank posted
a 41.2% y-o-y growth in its net profit in FY09.
For Kochhar, who has taken over the reins of the ICICI Bank from KV Kamath, the road ahead
will be fraught with challenges. Some senior executives like Shikha Sharma, who headed ICICI
Prudential Life Insurance and RenukaRamnath, who headed ICICI Venture Capital have decided
to move on. Without a doubt, Kochhar will have her hands full. The road ahead for ICICI
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Need of CRM in the Banking Industry:

A Relationship-based Marketing approach has the following benefits: -
1. Over time, retail bank customers tend to increase their holding of the other products
from across the range of financial products / services available.
2. Long-term customers are more likely to become a referral source.
3. The longer a relationship continues; the better a bank can understand the
customer
and his/her needs & preferences, and so greater the opportunity to tailor products and
services and cross-sell the product / service range.
4. Customers in long-term relationships are more comfortable with the service,
the
organization, methods and procedures. This helps reduce operating cost and costs
arising out of customer error. With increased number of banks, products and
services and practically nil switching costs, customers are easily switching banks
whenever they find better services and
products. Banks are finding it tough to get new customers, and more
importantly,
retain existing customers.
8.3 The Processes for Delivering CRM:
The tools and the processes are as follow –
 Customer application form
 Centralized software where the whole data is collected.
 Wide range of offerings
 Cross – selling
 Feedback forms
1) Customer Application Forms:
Bank collects all the data from customer application form and gets the
personalized
information to know which product to offer to which customer. This process helps in
collecting the data and knowing what the customer wants.
2) Centralized Software where the Whole Data is Collected:
169
The data collected through customer application forms is available at one server and can
be accessed anytime, anywhere. So, this helps in the further process of customized offerings
and cross –selling.
3) Wide Range of Offerings:
After collecting the data from the customer, team decides what product to offer to which
customer. In case the bank recognizes you as a valuable customer then is offers a more
customized service.
4) Cross – Selling:
It refers to offering another product from the service offering of the bank to the customer
which he has not gone for. For example If customer has savings account with the bank then
they offer him a insurance, fixed deposits etc. This depends on the value of the customer to
the bank. Cross selling is not offered to every customer. It depends on how loyal the customer
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is to the bank. The more business he gives us, the more are his chances of being special
services offered.
5) Feedback Forms:
The bank distributes feedback forms at all its branches. The customers feedbacks on the
service, technology used, employee behavior and promptness in solving customer’s
problems, are taken and they are analyzed. CRM helps to know the needs and wants of the
customer.
So, on the basis of this company can decide which product to offer to which customer. It has
been
observed that cross – selling is the best weapon. It enhances the relationship value with the
customer. This satisfies the customer and that is the reason why the customer keeps on coming
again
and again to the company. This helps in retaining the market share. Now ,the satisfied customers
help
in the word- of – mouth promotion of the bank, which eventually increases our market share.
Different Channels and Services Offered by ICICI Bank.

Bank Branch, ATM, Phone Banking, Internet Banking, Insta Banking, Mobile Banking, Call
Centre. ICICI Bank offers a host of products and services to its clients, which include Deposits,
170
Loans, Cards, Investments, Insurance, Demat, NRI Services and Online Services etc.
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Recruitment and Selection process in ICICI Bank
Hiring involves two board activities:-
i) Recruitment
ii) Selection
4.2 RECRUITMENT
Definition:
According to Edwin B. Flippo, “Recruitment is the process of searching the candidates for
employment and stimulating them to apply for jobs in theorganization.”
The word ‘recruitment’ has many meaning and plays an important role. Employees leave the
organization in search of greener pastures- some retire some die in saddle. The most important
thing is that enterprise grows, diversifies, and takes over other units-all necessitating hiring of
new men and women. In fact recruitment functions stop only when the organization ceases to
exist. To understand recruitment in simple terms it is understood as process of searching for
obtaining applications of job from among from which the right people can be selected. To define
recruitment we can define it formally as it is a process of finding and attracting capable
applicants for employment. The process begins when new recruit are sought and ends when their
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application are submitted. The result is a pool of applicants from which new employees are
selected. Theoretically, recruitment process is said to end with receipt of application in practice
the activity extends to the screening applicants as to eliminate those who are not qualified for
job.
FACTORS AFFECTING RECRUITMENT
There are a number of factors that affect recruitment. These are broadly classified into
two categories:
1. Internal factors
2. External factors
INTERNAL FACTORS
The internal factors also called as “endogenous factors” are the factors within the organization
that affect recruiting personnel in the organization.
Some of these are:-
Size of the organization
The size of the organization affects the recruitment process. Larger organization finds
recruitment less problematic than organization with smaller in size.
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Recruiting policy
The recruitment policy of the organization i.e. recruiting from internal sources and external
sources also affect the recruitment process. Generally, recruitment through internal sources is
preferred, because own employees know the organization and they can well fit in to the
organization culture.
Image of the organization
Image of the organization is another factor having its influence on the recruitment process of the
organization. Good image of the organization earned by the number of overt and covert action by
management helps attract potential and complete candidates. Managerial actions like good public
relations, rendering public service like building roads, public parks, hospitals and schools help
earn image or goodwill for organization. That is why chip companies attract the larger numbers
of application.
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Image of the job
Better remuneration and working conditions are considered the characteristics of good image of
a job. Besides, promotion and carrier development policies of organization also attract potential
candidates.
EXTERNAL FACTORS
Like internal factors, there are some factors external to organization, which have their influence
on recruitment process. Some of these are given below:-
Demographic factors
As demographics factors are intimately related to human beings, i.e. employees, these have
profound influence on recruitment process. Demographic factors include age, sex, Literacy,
economics status etc.
Labor market
Labor market condition I.e. supply and demand of labor is of particular importance in affecting
recruitment process. E.g. if the demand for specific skill is high relative to its supply is more than
for particular skill, recruitment will be relatively easier.
Unemployment situation
The rate of unemployment is yet another external factor its influence on the recruitment process.
When the employment rate in an area is high, the recruitment process tends to simpler. The
reason is not difficult to seek. The number of application is expectedly very high which makes
easier to attract the best-qualified applications. The reserve is also true. With low rate of
unemployment, recruiting process tend to become difficult.
Labor laws
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There are several labor laws and regulations passed by the central and state governments that
govern different type of employment. These cover working condition, compensation, retirement
benefits, safety and health of employee in industrial undertakings.
The child LabourAct, 1986; for example prohibits employment of children in certain
employments. Similarly several other acts such as the Employment Exchange Act,1958; The
Apprentice Act, 1961; the Factory Act,1948; and The Mines Act, 1952 deal with recruitment.
Legal consideration
Another external factor is legal consideration with regard to employment reservation of jobs for
schedule tribes, and other backward class (OBC) is the popular examples of such legal
consideration. The supreme court of India has given its verdict in favor of 50 per cent of jobs and
seats. This is so in case admission in the educational institutions also.
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RECRUIMENT PROCESS
As stated earlier, recruitment is the process of location, identifying, and attracting capable
applications for jobs available in an organization. Accordingly, the recruitment process
comprises the following five steps:
 Recruitment planning;
 Strategy Development;
 Searching;
 Screening;
 Evaluation and Control.
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SELECTION
MEANING AND DEFINITION.
Selection is the process of picking individuals (out of the pool of job applicants) with
requisite qualifications and competence to fill jobs in the organization. A formal definition of
Selection is:-
“ It is the process of differentiating between applicants in order to identify (and here) those
with a greater likelihood of success in a job.’’
Recruitment and selection are the two crucial in the HR process and are often used
interchangeably. There I, however, a fine distinction between the two steps. While recruitment
refers to the process of identifying and encouraging prospective employees to apply for jobs,
selection is concerned with picking the right candidates from the pool of applicants.
Recruitment is said to be positive in its approach as it seeks to attract as many candidates as
possible. Selection, on the other hand, is negative in its application in as it seeks to
eliminate as many unqualified applicants as possible in order to identify the right candidates.
ROLE OF SELECTION
The role of selection in an organization’s effectiveness is crucial for at least, two reasons; first,
work performance depends on individuals. The best way to improve performance is to hire
people who have the competence and the willingness to work. Arguing from the employee’s
viewpoint, poor or inappropriate choice can be demoralizing to the individual concerned (who
finds himself or herself in the wrong job) and de-motivating to the rest of the workforce.
Effective selection, therefore, assumes greater relevance.
Second, cost incurred in recruiting and hiring personnel speaks about volumes of the selection.
Costs of wrong selection are greater.
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STEPS IN SELECTION PROCESS
The Objectives of recruitment and selection procedures
OBJECTIVES
 To ensure all recruitment and selection procedures comply with the Equal Opportunity
Policy.
 To ensure that all appointments are made on merit
 To develop and maintain procedures which will assist in ensuring the appointment of the
most suitable candidate
 .To ensure that recruitment procedures are clear, valid and consistently applied by those
involved in recruitment and that they provide for fair and equitable treatment for those
who apply for employment.
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SCOPE
1. To structure the Recruitment policy of company for different categories of employees.

2. To analyze the recruitment policy of the organization.
3. To compare the Recruitment policy with general policy.
4. To provide a systematic recruitment process.
5. It extends to the whole Organization. It covers corporate office, sites and works appointments
all over India.
6. It covers workers, Clerical Staff, Officers, Jr. Management, Middle Management and Senior
Management cadres
RECRUITMENT AND SELECTIONPROCEDURE IN ICICI BANK
“The art of choosing men is not nearly so difficult as the art of enabling those one has
chosen to attain their full worth”.
Recruitment is the process by which organizations locate and attract individuals to fill job
vacancies. Most organizations have a continuing need to recruit new employees to replace those
who leave or are promoted in order to acquire new skills and promote organizational growth.
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Recruitment follows HR planning and goes hand in hand with selection process by which
organizations evaluate the suitability of candidates. With successful recruiting to create a sizeable
pool of candidates, even the most accurate selection system is of little use
Recruiting begins when a vacancy occurs and the recruiter receives authorization to fill it. The
next step is careful examination of the job and enumeration of skills, abilities and experience
needed to perform the job successfully. Other steps follow:
1) v Creating an applicant pool using internal or external methods

2) v Evaluate candidates via selection
3) v Convince the candidate
4) v And finally make an offer
Scope: To define the process and flow of activities while recruiting, selecting and appointing
personnel on the permanent rolls of an organization.
Authorization:
S.No. Authorized Signatory
1 Head- Human resource
2 Managing director
Amendments and deviations:
Any amendments to and deviations from this policy can only be authorized by the Head-human
Resources and the Managing Director.
Exclusions:
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The policy does not cover the detailed formalities involved after the candidate joins the
organization.
ACTIVITY FLOW
The organization philosophy should be kept in mind while formulating the recruitment
procedure.
The HR department would set the recruitment norms for the organization. However, the
onus of effective implementation and compliance with the process rests with the heads of the
respective functions and departments who are involved in the recruitment and selection process.
The process is aimed at defining the series of activities that needs to be performed by
different persons involved in the process of recruitment, the checks and control measures to be
adopted and information that has to be captured.
Recruitment and Selection is conducted by:
v HR & Branch Manager
v Functional Head
RECRUITMENT PLANNING
Recruitment planning on the basis of budget
A. The manpower planning process for the year would commence with the
company’s budgeting activity. The respective Functional heads would submit the
manpower requirements of their respective functions/ departments to the board of
Directors as part of the annual business plan after detailed discussion with the
head of human Resource Function along with detailed notes in support of the
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projected numbers assumptions regarding the direct and indirect salary costs for
each position.
B. A copy of the duly approved manpower plan would be forwarded by the HR

department for their further actions during the course of the year. The annual
budget would specify the manpower requirement of the entire organization, at
different levels, in various functions/departments, at different geographical
locations and the timing of the individual requirements. It would also specify the
requirement budget, which is the cost allotted towards the recruitment of the
budgeted staff and the replacement of the existing employees. The manpower plan
would also clearly indicate the exact time at which the incumbent should be on
board in such a way that the Regional HR has adequate notice for the time lapses
involved in sourcing any other activities.
C. The Regional HR’s would undertake the planning activity and necessary
preparations in advance of the anticipated requirements, as monthly and quarterly
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activities on the basis of the approved budget, estimated separations and

replacements therefore.
D. The vacancies sought to be filled or being filled shall always be within the
approved annual manpower budget and no recruitment process shall be initiated
without the formal concurrence of the Head of the Regional HR under any
circumstance. Head of the Regional HR shall also have the responsibility to
monitor the appointments being considered at any point of time with specific
respect to the duly approved manpower budgets.
Review of Manpower Plans and Additional Manpower
A. Review of manpower budgets shall take place on a quarterly basis. In the event of
any new position or any deviations to the original plans, details of the positions
maybe forwarded to the VP-HR along with the adequate supporting information.
The recommendations would normally require a formal approval of the Managing
Director. Alternately, VP-HR may record the summary of his discussion with the
Managing Director and the MD’s approval on the recommendations, to signify the
final decision taken regarding the recommendations.
SOURCING OF SUITABLE CANDIDATES
Selection of Sources
Regional HR would tap various sources/channels for getting the right candidate.
Depending on the nature of the position/grade, volumes of recruitment and any other
relevant factors, the Regional HR would use any one multiple sources such as:
1. v Existing database (active application data bank);

2. v Employee referral as per any company scheme that may be approved from time
to time;
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3. v Advertisement in the internet/newspapers/magazines/company’s sites/job sites

or any other media;
4. v Placement Agencies (particularly for positions of Managers and above);
5. v Headhunting firms particularly for senior positions, specialist positions and
critical positions;
6. v Direct recruitment from campuses/academic institutes;
7. v Job websites and
8. v Any other appropriate sources.
The norms for using any of the sources are not water tight. Number of positions, criticality of
positions and the urgency of the positions, confidentiality requirements, relative efficacy and cost
considerations would play a role in the choice of the appropriate sourcing mechanism.
ADVERTISEMENTS
v All recruitment advertisements (in any form and any medium) shall always conform to
the KLI compliance norms and would not be released by any department or branch
without the approval of the VP-HR. depending on the specifics of each position for
which recruitment advertisements are to be released, Regional HR may obtain
assistance from the company’s marketing department and/or any external advertising
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agencies for the preparation of the contents. Key features of the positions as notified
by the Functional Heads would normally form a part of the advertisement text.
v The media for releasing advertisement would depend on the level of the position being
considered and the urgency of the requirements.
v The advertisement mode that could be broadly specified as newspapers (local or

mainline depending on requirements), internet sites and business magazines.
Placement Agencies/Headhunting Agencies
v Depending upon the vacancies, fresher fitting different description listed above may be
recruited from time to time, from academic institutes of appropriate
standards/reputation/grade, in the requisite numbers and at the compensation/stipend
amounts to be formally approved of the VP-HR. Plans for such recruitment need
specific special approval of VP-HR. norms regarding the identification of the
appropriate institutes, constitution of the selection panels, timings of the recruitment,
number of candidates to be recruited into different positions, choice of the appropriate
selection process and the tools thereof shall be decided by the Head of the Regional
HR in consultation with the VP-HR, depending on the specific features of the
position.
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Organizational Structure of ICICI Bank Top Level of Management Top Level consists of board
of directors, chief executive or managing director. The role of the top management can be
summarized as follows -  Top management lays down the objectives and broad policies of the
enterprise.  It issues necessary instructions for preparation of department budgets, procedures,
schedules etc.  It prepares strategic plans & policies for the enterprise.  It appoints the
executive for middle level i.e. departmental managers.  It controls & coordinates the activities
of all the departments.  It is also responsible for maintaining a contact with the outside world.
 It provides guidance and direction.  The top management is also responsible towards the
shareholders for the performance of the enterprise
HR Policy:
The new HR policy means that hikes and bonuses will be standardised, from the CEO
downwards to the last employee. Bank staff would be paid performance bonuses based on group
and team achievements and not on individual targets. “It is a philosophy of we win together or
lose together. Now there are no targets.
H.R. POLICIES OF ICICI BANK Banking on Care
 Maternity Leave
 Leave for child care
 Fertility leave
 Adoption leave
 Part time employment for women
 Paid Leave for travel/study or other reasons
 Transfer request
 Launched one touch Emergency no. for their employees

 Call centre as counsellor for employees
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 Supplementary Facilities At ICICI

 Rewards & Bonuses
  Supervisor Support
 Work Environment
 Work-Life Policies & Some Benefits
Retirement Benefits :-
1. Gratuity
2. Superannuation Fund
3. Pension
4. Provident Fund
5. Leave Encashment
Salary Hikes
This means employee targets based on individual performances have been done away with for
the first time in its history.
Salary hikes and bonuses will now be linked directly to the bank's performance, meaning
increases for most staff will be identical and will be directly related to its profitability, two
people familiar with the development said.
The idea is that all employees should be able to give what the customer wants. In a sense, a 360-
degree banking. If someone wants a loan, there is no reason he or she will not want to open a
PPF account with us,” one of the people said. “Employees should not be restricted by targets of
selling a particular product, which is why the individual targets have been done away with.
Rather, if the bank does well, then automatically everyone will benefit.”
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Since taking over as CEO following the resignation of Chanda Kochhar in October 2018,
Bakhshi has presided over a strong improvement in the bank's performance
The bank’s standalone net profit increased to a quarterly record of Rs 5,511 crore in the fiscal
second quarter, led by a growth in retail loans and a 9% decline in provisions for bad loans, as
well as higher fee income.
Since Bakhshi has taken over, the bank has steadfastly avoided setting targets for loan growth or
picked any sectors over others. Instead, the lender has said that it would continue to increase
exposure wherever it meets its risk profile.
Technology has been a big part of the growth and will continue to be there. But the idea is
employees do not think about offering only one kind of products and services and instead offer
what is available within the bank,” another person said.
Last month, ET reported that the bank has made significant progress in customer acquisition, just
nine months after it opened its flagship mobile banking application to non-bank customers.
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9. Sources of Recruitment in ICICI RECRUITMENT
Screening the candidates
First level screening
The Candidates would be screened by the HR Manager/Branch Manager for the

respective locations. Screening would be on the basis of the profile of the candidate and the
departmental requirements.
This assessment will be with respect to:
 The general profile of the candidate,

 Personality fit of the candidate into the profile,
 Aptitude/attitude of the candidate,
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 Motives of the person to join the company and whether focus is in the short term
or is a long term player,
 Basic skill level on our set of requirements, say numerically ability, networking
ability, etc
 Establish the annual guaranteed cash compensation of the individual and check
whether the person would fit into the system.
 Explain the role of Sales manager to the applicant and check the acceptance of the
candidate for the same.
In case of need, the Regional HR may take a Tele interview of the candidate for further
assessment process.
Second Level Screening
Aptitude Test
If the first assessment is positive, the candidates will give the aptitude test, once such test is
selected approved by the company. The scoring, interpretation and the generation of interview
probes from that test will also be done at this time. People who qualify the minimum criteria on
this test will be put up on to the Functional Head (VP’s in case of HO) for functional assessment
and suitability into the role.
Tied Agency Sales Manager candidates short listed by the BM have will then take sales
Aptitude test, once such a test is finalized. For the final selection, the regional Manager
(Business Heads for HO) will meet the candidates short listed by the branch manager/VP. The
chart specifying the Minimum approval level for each level of recruitment is specified below:
Category Branch Area Business Managing

Manager/Chief Manager/AVP/VP Heads Director
Manager
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CSE/ADVISORS Yes No No No
BIC Yes Yes No No
BM/CM Yes Yes Yes No
SM Yes Yes Yes Yes
General Norms regarding interview Process:
A. Interviews should consider the entire data provided by the candidate either
through the formal CV or otherwise before coming to a conclusion about the
candidate. They may insist on seeing the proof of the claims made by the
candidate regarding qualifications, experience and other achievements. They may,
at their discretion, decide to meet the candidate on more than one occasion or to
refer the candidate to another panel.
B. Ratings on various attributes of the candidates shall be recorded in the interview

evaluation sheet, soon after the interview is over. Along with these numerical
ratings, qualitative observations about the candidate and overall decision
regarding selection or otherwise (including a decision to defer the induction,
referral to another panel, considering for another position) shall be forwarded to
the associated Recruitment Manager/ Head of Regional HR. Individual panel
members have the option of appending their additional remarks/observations. No
selection will be treated as final unless the IES form is filled comprehensively.
Suitably appropriate IES formats may be created for specific positions.
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C. Any discrepancies noticed by the panel members regarding the authenticity of the
data provided by the candidate should be specifically and formally recorded on
the IES form and suitably high lightened.
D. Specific points to be probed during the reference check process, if any, must also
be clearly recorded and high lightened on the IES forms.
Administrative Actions Regarding Interviews
A. Scheduling and the venue of the interviews would be handled by the recruitment
team in consultation with the short listed candidate and the selection panel
members, after taking mutual convenience into account. For field positions,
respective branch/regional heads would undertake this co-ordination.
B. After the final round, if the candidate is selected, the complete set of papers
Personal Data Form, CV, job requisition no., Interview evaluation sheet ,reference
check details, educational details, along with the interviewer’s recommendations
and Reference check form should be forwarded by the recruitment managers to
recruitment head. Fitment of the candidate into a grade and compensation fitment
shall be on the assumption of authenticity of the information provided in the
CV/application form.
C. An appropriate formal communication shall be sent to the candidate whose
candidature is not being taken forward, or details of the verbal/telephonic
communications provided to the candidate shall be recorded on the candidates
papers, by the recruitment team/associated line managers. In the case of
interviews taking place at the branch/regional levels, similar noting should be
recorded on the individual candidate’s papers.
Negotiations of the terms and conditions and other pre-appointment formalities
A. In the case of sales-Tied Agency functions, the branch managers will be allowed
to fix the salary and grade of the incoming sales manager, provided the
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compensation does not exceed 20% of the candidates current cash salary. Any
fitment beyond this norms will need the approval of Head-HR. HR will forward a
worksheet to support the BM’s to evaluate the appropriate cash CTC of the
incumbent. For all other functions, the compensation and grade would be fixed
post a discussion between the Head of the Regional HR and the associated
AVP/VP. Any candidate being offered a CTC of more than 4lacs will need the
sign off from HEAD-HR. In appropriate cases, at the discretion of the VP-HR, a
deviation may be referred to the Managing Director, for the MD’s formal
approval.
B. Responsibility for negotiations and finalization of the terms shall rest with the
best Branch Manager/Associated Manager. They may seek the assistance of the
recruitment managers, whenever required. Reference checks process should not
normally be initiated unless the candidate has indicated his firm acceptance of the
offer being made by us.
Reference checks
A. Normal, reference checks should be undertaken with at least one reference. A

second reference check will be done if considered necessary. Responsible officials
from the former employers, academic institutes and/or any other eminent
personalities can be considered as appropriate references. Close relatives and
friends cannot be considered as references. Wherever feasible and considered
appropriate, a reference should be made with a senior official of the candidate’s
current employer. In case the candidate is currently un-employed, reference
should be made with the latest employer. The format of reference check is to be
used as a framework for conducting the process.
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B. Where the minimum two reference checks are not possible (particularly with the
current employer) or where there is a mixed response from different sources, the
matter may be to the VP-HR for a final decision. Depending on the seniority and
any other considerations about the positions, VP-HR would normally consult the
functional head concerned, before coming to conclusions. Any candidate whose
credentials are doubtful shall not be recruited.
C. In case of recruitment of Management trainees, fresher and life advisors as sales

Managers no reference checks will be required.
Employment offer letter
A. When a recruitment Manager is fully satisfied about the selection of the right
candidate and about completion of all the formalities connected with the
appointment of candidate including requisite documentation, satisfactory
reference check reports and medical fitness, he/she would forward the relevant
papers listed below to the head of recruitment.
 Ø Personal Data form

 Ø Employee requisition form duly filled by the regional Head/Branch
Manager
 Ø Interview evaluation sheet filled by the regional head/Branch
manager/interviewer with his/her comments.
 Ø Latest and updated resume of the candidate
 Ø Photocopy of the appointment letter of the last employer or latest salary
slip.
 ØEmployment details.
 Ø Two Professional references.
 Language Proficiency.
B. Document check list for every grade is as follows:
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 Ø Authorization Release Form.

 Ø Background check Form.
 Ø Highest Education certificate.
 Ø Highest Education mark sheet.
 Ø 1 Month Salary Slip of Current Employer.
 Ø 1 Month Salary Slip of Last Employer.
 Ø Relieving Letter of last Employment.
 Ø Proof of Residence.
 Ø 2 Passport Size Photograph.
C. Regional HR manager will take the signature of Head-HR on the employee

requisition form and forward the papers to the employee service team for issuance
of the offer letter.
D. Employee services team will issue offer letter, to be signed by the National
Recruitment Manager or Chief Manager-HR, and send the same to the concerned
Branch Manager/ HR Manager.
E. It would be the responsibility of the Branch Manager/HR Manager to ensure that

the accepted copy of the offer letter is forwarded to the employee service team
within a week of receipt of the offer letter. Till this letter is issued, the ‘offer’ has
not taken place in formal sense. A copy of the offer letter shall be duly signed and
returned to the candidate. Candidate would be expected to fulfill various joining
formalities, which are also formally communicated to him/her in the form of a
checklist that is attached to the letter of offer. The Regional HR head shall have
the overall responsibility and accountability to maintain the templates of the offer
letters and also for drafting of suitable non-standard terms to any specific
candidate.
F. The employee service team will follow up Branch Manager/Regional HR

Manager for the joining of the candidate and will collect all relevant documents
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from the candidate including the joining report, before issuing the appointment
letter. The employee service team may enlist the help of the Branch Manager to
ensure that all necessary documents within ten days o the person joining. After
the of all necessary documents, the employee service team will send the
appointment letter to the new joiner.
G. Once the documentation is complete for the new joiner (including the accepted
appointment letter), people who may have joined before 20 th of the month but
have not been included in the payroll for the month because of delay in receipt of
papers will be given ad-hoc salary advance (up to maximum of 65% of the pro-
rated salary). This advance will be adjusted once the person gets included in the
subsequent month’s payroll.
H. If the person does not submit the relieving letter from the previous organization,
where required to be submitted as per the table given above, within three months
of joining, the employee service manager can put their salary on hold till such
time as the said documents are received.
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Data in 2022
Key tasks of Regional HR Head
Regional HR Head will have the authority and responsibility to administer/implement the
recruitment and selection process as outlined. An illustrative list of the key deliverables of these
incumbents is listed below.
o v Ensuring inductions as per quality, numbers, time and cost consideration of the
company in accordance with the approved manpower budget.
o v Creation of appropriate sourcing mechanism along with tracking the
performance of these mechanisms.
o v Creation of quarterly and monthly recruitment plans
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o v Effective coordination with external parties such as candidates, placement

agencies, consultants, academic/professional institutes and any other including the
custody of the formal agreements , tracking timely payments and adjusted thereto
o v Creation of comprehensive and appropriate tools, linkages, documents,
templates and any other mechanisms to ensure smooth execution of the process
requirement, along with timely improvements thereto
o v Assistance to user department and line managers including in
interviewing/selection support, scheduling etc.
o v Effective internal communication with user departments and line managers
including making the standard recruitment formats and other templates easily
available to such users and notifying the modifications to such formats and
templates.
o v Creation and maintenance of qualitative information base regarding candidates,
placement agencies, campuses, institutes, and any other employment-market
information.
o v Creation and maintenance of appropriate and high-quality MIS for current and
future needs of the organization, including publication/circulation of appropriate
reports there from to the relevant users within the company.
o v Monitoring recruitment costs
o v Complete documentation for the entire recruitment and selection process for
easy and quick retrieval in a readily auditable format
o v Timely and effective communication with all internal and external parties
including the candidates
o v Tracking the progress of the selected candidates including resignation,
extensions of probation periods/training period, etc for the purpose of
improvement to recruitment and selection process.
o v Effective coordination with the post recruitment arm of the Human Resource
function
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o v Documentation and creating MIS regarding waiver, deviation, etc and

identifying the key areas for improvement in the formal recruitment and selection
process document.
Data Analysis
This project wish to study the Recruitment and selection in ICICI Bank and how this
concept would help to maintain long term customer loyalty with the bank. This would help
Recruitment and selection in ICICI to emerge as no one private sector bank in the country.
Recruitment and selection in ICICI, according to ICICI consists of the following approaches:
1. Getting personalized information on customers.
2. What is the value of the relationship?
3. Customized offerings to the customers.
4. Converting a prospective customer into a true customer.
1) Getting personalized information on customers:
The bank collects all the information about the customers for processing. ICICI bank
has mainly 4 service offerings viz: loan account, saving account, current account and
fixed deposits. Moreover, the bank has many customers in each category. So, they collect the
data
on one server and thus the company gets the personalized information on each customer by
asking them to fill the information in customer application form.
2) What is the value of the relationship?
After the collection of the personalized information on every customer, the
department checks out the value of the relationship with each and every customer. Later,
they decide how to approach the customer for knowing what his needs and wants are? After
this is done, the
company offers him the customized product.
3) Customized offering to the customers:

The step which comes after deciding the value of the customer is that the company offers
the person the customized product. Moreover, they also practice a concept called crossselling
over here. Cross – selling refers to offering another product from the service offering
of the bank to the customer which he has not gone for. Example If customer has saving
account with the bank then we offer him loan, insurance and other investments.
4) Converting a prospective customer in to a true customer:
The last approach of CRM according to ICICI bank is that they try to convert the
prospective customer into a true customer. Right from the moment the inquiry comes, they
follow- up the customer and then make him to come to the bank occasionally and then
regularly.
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FINDINGS
Recruitment process is one of the very important processes for any organization. This study
proves that it’s one of the major operations of the ICICI Bank. This study helps to understand
what the internal or external sources of recruitment are & also include the internal or external
forces which effects process. It also includes those factors which are used to control the effects of
external or internal sources. This report also includes the selection processes of the bank, how
they do that and what are the various ways to choose best candidates, tried to make clear all the
points which related to recruitment process and selection process.
In ICICI the recruitment policy spells out the objective and provides a framework for
implementation of the recruitment programme in the form of procedures. The bank involves a
commitment to broad principles such as filling vacancies with best qualified individuals. In a
bank ICICI, there usually a staff unit attached with personnel or an industrial relations
department designated as employment or recruitment office. This specialization of recruitment
enables staff personnel to become highly skilled in recruitment techniques and our evaluation.
However, recruitment remains the line responsibility as far as the personnel requisition forms are
originated by the personnel, who has the final words in the acceptance or rejection of a particular
applicant.
Recruitment is a very important process in any organization, because it’s related to human
resources, of the company, who have to perform according to their ability and skills, so every
organization have to take care about their recruitment processes. Any financial organization like
ICICI should take care about internal or external sources, which related to recruitment process or
the selection process.
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CONCLUSION
Based on the analysis the following is the conclusion of the study.
The organization follows the rules and regulation involved in their recruitment and selection
procedure of the organization. However, there is some scope for improvement with regard to
following:
 The recruitment and selection procedure should not be lengthy.

 To some extent a clear picture of required candidates should be made in order to search
for appropriate candidates.
 The recruitment and selection procedure should be impartial.
 The sources of recruitment can be more extensive.
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BIBLIOGRAPHY
Books
 MOHAN.S, R.ELANGOVAN, Human resource management, regal publications, page
no.-30-37, 64-79,100-110.
 KUMARNIRMAL, Human resource management and industrial relations, Himalaya
Publishing House, page no.-34-37, 47-54.
Websites
 http://www.moneycontrol.com/stocks/top-companies-in-india/market-capitalisation-
bse/banks-private-sector.html
 http://www.moneycontrol.com/competition/icicibank/comparison/ICI02
 http://www.slideshare.net/JenBarr/recruitment-selection-process-presentation
 http://www.scribd.com/doc/33993225/Recruitment-Process-of-ICICI-Bank
 http://cscjournals.org/csc/manuscript/Journals/IJBRM/volume3/Issue1/IJBRM-
64.pdf
 http://www.marketing91.com/swot-analysis-icici-bank/
 http://en.wikipedia.org/wiki/ICICI_Bank
 http://www.theofficialboard.com/org-chart/icici-bank
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Appendix
Home loan,car Lone,Education Loan ,education Loan Hr Team-HR Team in HUL India Pvt. Ltd.
• • linkedin.com
ICICI bank PRIVATE LIMITED - Company Information, Financial Reports, Balance Sheet
• The Economic Timesm.economictimes.com
 Wit elibrary publications (2006): CRM and ERP in the Textile Industry.
 Lawler,P.Vandepeutte&D.Anderson(2006): A study of customer relationship
management (CRM) on apparel European Web sites.
 Sugnadhi.R.K. (2003), CRM, (New Age International Publishers), New Delhi
 Berry, Leonard, A: Improving Service Quality: Lessons Learned, Journal of Academy of
Management Executives, Vol. 8 No. 2. 1994.
 Gureja, Gopal, K, Creating Customer Value, Tata Mc Graw Hill, New Delhi, 1997.
 Akan,p 1995 . Dimensions of service quality: Expectations of Turkish Consumers from
services. Bogazici University, Istanbul, Turkey.
 Brady, M.K Robertson, c.j., 2001. Searching for consensus on the antecedent role of
service quality and satisfaction. Journal of Business Research 51(1) 53-60.
 Jha, S.M, Services Marketing, Himalaya Publishing House, Mumbai.
 Gureja, Gopal, K, Creating Customer Value, Tata Mc Graw Hill, New Delhi.
 Andicine .P (1995), The Essence of services Marketing, New Delhi
 Kotler, P. (1999), Marketing Management: The millennium edition.
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lOMoARcPSD|24388777

Anjali singh Icici BANK

Masters of Business Administration (Dr. A.P.J. Abdul Kalam Technical University)

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“Recruitment and Selection process in ICICI Bank””

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Recruitment and Selection process in ICICI Bank”

Understand the Recruitment and Selection process in ICICI

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Date:15 May 2022

TO WHOMSOEVER IT MAY CONCERN

Signature of Research Report Guide

Reseach Guide Name: Prof. Abhishek Sharma

Company: ICICI BANK

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Date: 15 May 2022

Signature of Head of Institution:

Dr. Atul Sharma

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Date:15 May 20022

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I am using this opportunity to express my deepest gratitude and special thanks to

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S. No. Item Page No.

3. Scope of the Study 10

8. Company Profile 22-30

9. SWOT Analysis of ICICI Bank 31-38

10. Recruitment and Selection process in ICICI Bank 39-66

11. Data Analysis 67

13. Recommendations and Conclusions 69

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Topic:- Recruitment and Selection process in ICICI Bank”

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PURPOSE OF THE STUDY

The main objectives of this project are the following:

 To study the concept of recruitment and selection.

SCOPE OF THE STUDY

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Limitations of the Research

The limitations of the research were as follows:

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6) Many of the respondents did not fill the questionnaire properly.

7) Method of sampling is chosen which seems not to be appropriate

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ICICI Bank Limited is an Indian diversified financial services company headquartered in

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ICICI Bank (formerly Industrial Credit and Investment Corporation of India) is a

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 1988: Promoted TDICI – India’s first venture capital company.

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ORGANIZATION STRUCTURE OF ICICI BANK

Special assets management