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A DOCUMENTATION PROJECT ON

HSBC
SUBMITTED BY MILINDA KURAM 1234108116 GITAM INSTITUTE OF MANAGEMENT GITAM UNIVERSITY VISAKHAPATNAM

(A Report submitted as part of summer internship in fulfillment of the curriculum requirements in Office Management)

ACKNOWLEDGEMENT
Working with HSBC was quite easy as it had the perfect environment to explore and learn new things. And to help me enrichen the experience I would like to thank MAMTA RANI PANDA, Head Manager, Human Resources for allowing me to do my internship as a Project Trainee in HSBC. I would also like to thank Mr. Vishnu Lalchand, Mr.Gurvinder Singh Sierra, and Ms.Prasanna Mallipedi for helping me successfully complete my project.

TABLE OF CONTENT
INTRODUCTION

Objective Methodology Introduction HSBC About HSBC HSBC Group Entities In India HSBC Global Service Delivery HSBC in India Recruitment Purpose & importance of recruitment Customer service executive Sources Selection procedure Conclusion

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Objective:- A Documentation Project on HSBC in fulfillment of the


curriculum requirements in Office Management.

Methodology:-

Working with HR Department, interviewing the candidates and gathering information from HSBC intranet.

INTRODUCTION
Business process outsourcing (BPO) contains the transmission of processes along with the related operational activities and responsibilities, to a third party which at least has guaranteed the same service level and where the client contains a firm grip over the (behavior of the) vendor for mutual long term success. BPO is positively associated to the search for more efficient organizational designs: Cost decrease, Productivity increase, Innovative capabilities. BPO is often divided into two categories: Back office outsourcing, which includes internal business functions such as billing or purchasing, and Front office outsourcing, which includes customer-related services such as marketing or tech support. The endless opportunities IT provides, stimulates (cross-border) BPO activities. BPO that is contracted outside a companys own country is sometimes called offshore outsourcing. BPO that is contracted to a companys neighboring country is sometimes called near shore outsourcing, and BPO that is contracted within the companys own country is sometimes called onshore outsourcing. The most common examples of BPO are call centres, human resources, accounting and payroll outsourcing. A Call Centre acts as an access point to the customers of the enterprise. There are many different terms used to describe call centres service centres, sales centres, contact centres etc. In its basic form the key role of a call centre is its responsibility for handling the telephone (channel) calls for an organisation The calls may be inbound from customers or outbound made by the company to the customer. The calls may be for any type of function ranging from sales enquiries, order taking, service, debt management, technical help desk the list is almost endless. The more contact channels the centre handles for an organization, the more complex the centre becomes.

HSBC
HSBC Holdings place is a global banking and financial services company headquartered in Canary Wharf, London, United Kingdom. HSBC Holdings plc was founded in London in 1991 by The Hong Kong and Shanghai Banking Corporation to act as a new group holding company and to enable the acquisition of UKbased Midland Bank. The origins of the bank lie in Hong Kong and Shanghai, where branches were first opened in 1865. Today HSBC remains the largest bank in Hong Kong, and recent expansion in mainland China, where it is now the largest international bank has returned it to that part of its roots. HSBC is a universal bank and is organized within four business groups: Commercial Banking; Global Banking and Markets (investment banking); Personal Financial Services (retail banking); and Private Banking. HSBCs primary listing is on the London Stock Exchange and it is a constituent of the FTSE 100 Index. It has secondary listings on the Hong (where it is a constituent of the Hang Sang Index), the New York Stock Exchange, Euro next Paris and the Bermuda Stock Exchange. HSBC splits its business into four distinct groups:

1. Personal financial services: HSBC provides more than


100 million customers worldwide with a full range of personal financial services, including current and savings accounts, mortgage loans, car financing, insurance, credit cards, loans, pensions and investments.

2.Commercial banking: HSBC provides financial services to


small, medium-sized and middle-market enterprises. The group has more than 3 million of such customers, including sole proprietors, partnerships, clubs and associations, incorporated businesses and publicly quoted companies
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3.Global banking and markets: Global Banking and Markets is


the investment banking arm of HSBC. It provides investment banking and financing solutions for corporate and institutional clients, including corporate banking, investment banking, trade services, payments and cash management, and leveraged acquisition finance. It provides services in credit and rates, foreign exchange, money markets and securities services, in addition to asset management services.

4.Private banking: HSBC Private Bank is the marketing name for the
private banking business conducted by the principal private banking subsidiaries of the HSBC Group worldwide. HSBC Private Bank, together with the private banking activities of HSBC Trinkaus, known collectively as Group Private Banking, provides services to high net worth individuals and their families.

About HSBC
world's local bank
Headquartered in London, HSBC is one of the largest banking and financial services organizations in the world. HSBC's international network comprises around 8,000 offices in 87 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. With listings on the London, Hong Kong, New York, Paris and Bermuda stock exchanges, shares in HSBC Holdings plc are held by around 220,000 shareholders in 124 countries and territories. The shares are traded on the New York Stock Exchange in the form of American Depositary Receipts. HSBC provides a comprehensive range of financial services to around 100 million customers through four customer groups and global businesses; Personal Financial Services (including consumer finance); Commercial Banking; Global Banking and Markets; and Private Banking.

HSBC Group entities in India


The Hongkong and Shanghai Banking Corporation Limited (HSBC) HSBC Asset Management (India) Private Limited HSBC Global Resourcing / HSBC Electronic Data Processing (India) Private Limited HSBC Insurance Brokers (India) Private Limited HSBC Operations and Processing Enterprise (India) Private Limited HSBC Private Equity Management (Mauritius) Limited HSBC Professional Services (India) Private Limited HSBC Securities and Capital Markets (India) Private Limited HSBC Software Development (India) Private Limited HSBC Invest Direct (India) Limited

HSBC Global Service Delivery


Welcome to Global Service Delivery (GSD), an integral part of HSBC Technology and Services (HTS). HTS seamlessly integrates technology platforms and operations with an aim to re-define customer experience and drive down unit cost of production. Global Service Delivery (GSD) delivers world-class services for HSBC's customers across Retail Banking & Wealth Management, Global Banking & Markets, Commercial Banking and Private Banking. We have a diverse talent pool that anticipates and understands the needs of our customers across 87 countries and operates through a global network of Centres of Excellence (CoE). The CoEs leverage breadth of process skills and depth of domain expertise, combining it with global scale and best practices to deliver a consistent experience for HSBC customers, globally. We believe that our people are our biggest asset. We are committed to fostering an environment of continuous learning and professional development to help our people lead & grow. Our people work with some of the best minds & best-in-class processes in the industry, globally. We invite talented individuals to build exciting careers with us. HSBC Global Service Delivery anticipates and understands the needs of its customers, and offers receptive, responsive and prompt services, which enable the HSBC Group to build profitable long-term partnerships with its customers

People strategy is based on four aspects:1. Talent acquisition and retention 2. Perforemance and rewards 3. Service excellence 4. Leadership development and employee communication and education

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HSBC IN INDIA AT:Mumbai Hyderabad Bangalore Gurgaon Kolkata Visakhapatnam Chennai

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RECRUITMENT
Recruitment is the process of searching the candidates for employment and stimulating them to apply for jobs in the organization. Edwin B Flippo Recruitment is the activity that links the employees and the job seekers. Recruitment of candidates is the function preceding the selection, which helps create a pool of prospective employees for the organisation so that the management can select the right candidate for the right job from the pool. The main objective of the recruitment process is to expedite the selection process. Recruitment is a continuous process where by the firm attempts to develop a pool of qualifies applicants for the future human resources. Usually, the recruitment process starts when a manager initiates an employee requisition for a specific vacancy or an anticipated vacancy.

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PURPOSE &IMPORTANCE RECRUITMENT

OF

Attract and encourage more and more candidates to apply in the organization. Create a talent pool of candidates to enable the selection of best candidates for the organization. Determine present and future requirements of the organization in conjunction with its personnel planning and job analysis activities. Help increase the success rate of selection process by decreasing number of visibly under-qualified/over-qualified job applicants. Help reduce the attrition risk (probability that job applicants once recruited and selected will leave the organization after short period of time). Meet the organizations legal and social obligations regarding the composition of its work force.

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CUSTOMER SERVICE EXECUTIVE


PURPOSE
HDPI is committed to recruiting high quality employees to satisfy and fulfil the customers/clients needs. The candidates are recruited based on their skills experience and qualifications that are important and required in the particular role. Recruitment numbers/hiring requests are sent to the HR department by the various process managers as in when required. Recruitment at HDPI is done mostly for CSE (customer service executive), which is the basic entry level (level 8) and supports HSBC in US, UK, Middle East & Asia Pacific.

ELIGIBILITY
12th standard passed/graduation. Higher qualification is however not a bar. Ability to speak and understand English fluently. Excellent conversational/telephone skills. High listening skills. Ability to multitask. Flexibility to work in shifts. Ability to type the data quickly and accurately. Ability to learn quickly, retain and transfer knowledge appropriately. Strong analytical skills and customer service orientation.

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SOURCES OF RECRUITMENT
CAMPUS RECRUITMENT
HDPI Covers almost 1/4th of the countryside for campus recruitment and mainly practices it in the north-eastern, eastern, east-southern and southern states of the country. The company visits various educational institutes and universities in these states and conducts placement tests to locate potential and zealous candidates.

JOB FAIRS
Here several companies come together under the same roof and market themselves. Job seekers go to different companies to locate the company which offers a better pay package with other things like suitability, convenience at work etc.

WALK-INS
This is one of the best sources for getting quality human resources from all over. It is a big event where people from all corners of the country come in search of best jobs in terms of pay packages, status and respect in society.

EMPLOYEE REFFERAL
Employees working at HSBC can refer their friends by either filling the employee referral form or by giving the respective candidate their people soft ID/staff ID. The advantage being that the employee can get a bonus of minimum INR 5000 if the respective candidate clears all the rounds and successfully completes first 6 months in the organization. Thus, this benefits both, the employee and the organization.

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SELECTION PROCEDURE
Though the recruitment procedure sounds a little complicated, it is easy and well taken care of. It has been designed to match the fierce competition and be aware of the latest trend. The procedure is divided in several stages:-

PRE-SCREENING (ELIMINATION ROUND):This round focuses on selecting the candidates based on their communication, language and understanding skills (which are the essential requirements of this field).As this field requires the respective candidate to handle calls from other countries, he/she should be capable enough to adjust and create a rapport with the clients and the customers, therefore this round clears all those candidates who dont have the required skills for this job.

Online BUPLAS test (ELIMINATION ROUND):Prescreen selects are now supposed to answer an online test of nearly 30 mins. The test is divided into 3 sections based purely on language skills: GRAMMAR test, CLOZE test & LISTENING test. The GRAMMAR test requires the candidate to choose the appropriate option among the given 4 sentences. While the CLOZE section requires the candidate to fill in 20 blanks by selecting from the given 4 options based on the tenses and grammatical usage. And finally LISTENING test judges on how alert and attentive the candidate is. The candidate listens to a conversation of roughly 1 min and answers 5 questions based on it. Therefore, this entire test churns out candidates who have good language skills.

BUPLAS Voice Assessment (ELIMINATION ROUND):16

Over here QPT selects (online test selects) are assessed based on their communication skills as in how they present themselves and whether they are capable enough to establish a rapport. The selected candidates are given a BUPLAS voice assessment card, which consists of a paragraph to be read out, and a topic to be spoken on. This test takes nearly 10-15 mins. A call is connected to the assessment team and the candidate has to read, speak n answer the questions over the phone. After which the result is announced to the candidate based on his/her performance.

OPERATIONS INTERVIEW (ELIMINATION ROUND):This round is one-on-one between the interviewer and the candidate. The interviewer is the manager of the respective process for which the recruitment is going on, and he assesses the candidate based on the respective criteria. Various qualities like personality, behaviour, thinking, outlook, attrition risk, etc are put in mind while considering the candidate.

ONBOARDING:After the candidate clears the OPS interview, he is almost a select and can be considered to be employed in the organization. Therein he is called upon to submit his documents and fill in the onboarding form online. Documents regarding his address proof, education proof, work proof(if any) and ID proof are collected and sent to the Security & Fraud risk for verification. Meanwhile the candidate fills in the online onboarding form which consist details in tune with the documents submitted by him.

HR round (ELIMINATION ROUND):The candidate has to wait for nearly 1 to 2 months for the verification report. And if the report is a green report as in stating that the candidate is safe to be hired for the organization with no criminal record, he can be given the offer letter.
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But before he is given the offer letter, he has to undergo the HR interview to discuss about his work requirements, shift timings, salary, etc. And after the HR Manager is completely satisfied with his performance, he is given the offer letter mentioning his date of joining. Thus with the offer letter being given to the candidate the recruitment process is done with, and the candidate is all set to join the organization on the mentioned date.

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TABLE-1: HOW DO YOU COME TO KNOW ABOUT THE ORGANASATION S.NO 1 2 3 4 5 RESPONSES FRIENDS EMPLOYEES CONSULTANY PRINT MEDIA JOB PORTALS RESPONDENTS 52% 26% 6% 0% 16%

100 90 80 70 60 50 40 30 20 10 0

FRIENDS EMPLOYEES CONSULTANCY PRINT MEDIA JOB PORTALS

INFERENCE: Majority of the employees came to know about the organization through the Friends. And some through the employee referrals, Consultancies and Job portals.

TABLE-2: How do you come to know about the requirements in the Organization? S.NO 1 2 3 4 5 RESPONSES CONSULTANY EMPLOYEES E MAILS PRINT MEDIA JOB PORTALS RESPONDENTS 24% 50% 18% 0% 8%

100 90 80 70 60 50 40 30 20 10 0

CONSULTANCY EMPLOYEES E-MAIL PRINT MEDIA JOB PORTALS

INFERENCE: Majority of the employees came to about the requirements in the company through the employees working in the organization. And rest through the consultancy, E-mails, and Job portals.

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TABLE- 3: Is the recruitment process followed by the company is Satisfactory or not? S.NO 1. 2. RESPONSES YES NO RESPONDENTS 75% 25%

100 90 80 70 60 50 40 30 20 10 0

YES NO

INFERENCE: Majority of the employees are satisfied with the recruitment process followed by the company.

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TABLE-4: How is the reception process in the company at the time of recruitment ? S.NO 1 2 3. 4. 5. RESPONSES RESPONDENTS 28% 62% 10% 0% 0% SCORES 14 31 5 0 0

VERY MUCH SATISFIED (+2) SATISFIED (+1) NO OPINION (0) DISSATISFIED (-1) VERY DISSATISFIED (-2)

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: Majority of the employees are satisfied with the reception at the time of recruitment.

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TABLE- 5: Are you satisfied with recruitment process in the company? S.NO 1. 2. 3. 4. 5. RESPONSES RESPONDENTS 24% 70% 6% 0% 0% SCORES 12 35 3 0 0

VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: 23

From the above analysis it can be noticed that most of the employees are satisfied with the recruitment process.

TABLE-6: Are you satisfied with selection process in company? S.NO 1. 2. 3. 4 5. RESPONSES VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED 8% 0% RESPONDENTS 26% 50% 16% 4 0 SCORES 13 25 8

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE:

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From the analysis it can be inferred that most of the employees are satisfied with the selection process.

TABLE-7: Is the time taken for information process in company satisfactory or not? S.NO 1. 2. 3. 4. 5. RESPONSES VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED RESPONDENTS 16% 56% 18% 10% 0% SCORES 8 28 9 5 0

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100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: From the analysis it is inferred that majority of the employees Are not satisfied with the time of intimation.

TABLE-8: How is the process of paper work at joining in the company ? S.NO 1. 2. 3. 4. 5. RESPONSES VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED RESPONDENTS 11 30 7 2 0 SCORES 22% 60% 14% 4% 0%

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100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: Most of the employees are satisfied with the paper work at the time of joining.

TABLE-9: Are you satisfied with terms of oppontment ? S.NO 1. 2. 3. RESPONSES VERY MUCH SATISFIED SATISFIED NO OPINION 27 RESPONDENTS 18% 66% 10% SCORES 9 33 5

4. 5.

DISSATISFIED VERY DISSATISFIED

6% 0%

3 0

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: Majority of the employees are satisfied with the terms of appointment.

TABLE-10: Is the contract process in company satisfactory or not? S.NO 1. 2. RESPONSES VERY MUCH SATISFIED SATISFIED RESPONDENTS 14% 70% SCORES 7 35

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3. 4. 5.

NO OPINION DISSATISFIED VERY DISSATISFIED

10% 6% 0%

5 3 0

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: From the analysis it is inferred that most of the employees are satisfied with the contract.

TABLE-11: Are you satisfied with induction process in company? S.NO RESPONSES RESPONDENTS SCORES

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1. 2. 3. 4. 5.

VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

28% 68% 4% 0% 0%

14 34 2 0 0

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: Majority of the employees are satisfied with the induction program.

TABLE- 12: Are you satisfied with placement process in company?

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S.NO 1. 2. 3. 4. 5.

RESPONSES VERY MUCH SATISFIED SATISFIED ` NO OPINION DISSATISFIED VERY DISSATISFIED

RESPONDENTS 20% 60% 16% 8% 0%

SCORES 10 30 8 4 0

(10*2) + (30*1) + (4*-1)/50 =0.92

100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: Most of the employees are satisfied with the placements.

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TABLE-13: how is the interaction with HR team in company?

S.NO 1. 2. 3. 4. 5.

RESPONSES VERY MUCH SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

RESPONDENTS 24% 68% 8% 0% 0%

SCORES 12 34 4 0 0

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100 90 80 70 60 50 40 30 20 10 0

VERY SATISFIED SATISFIED NO OPINION DISSATISFIED VERY DISSATISFIED

INFERENCE: From the analysis it is inferred that most of the employees are satisfied with the interactions with the HR.

TABLE-14: Is the interview process which you have Faced is relevant or not? S.NO 1. RESPONSES YES RESPONDENTS 85%

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2.

NO

15%

90 80 70 60 50 40 30 20 10 0
YES NO

INFERENCE: Majority of the employee opinions that the interview process which they have faced is relevant.

TABLE-15: How is the Organization climate? S.NO 1. RESPONSES EXCELLENT RESPONDENTS 25% 13 SCORES

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2. 3. 4. 5.

GOOD AVERAGE POOR VERY POOR

50% 25% 0% 0%

25 12 0 0

100 90 80 70 60 50 40 30 20 10 0

EXCELLENT GOOD AVERAGE POOR VERY POOR

INFERENCE: From the analysis it is inferred that the organization climate is good.

TABLE-16: How is the behavior of the co-employees in the Organization? S.NO RESPONSES RESPONDENTS SCORES

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1. 2. 3. 4. 5.

EXCELLENT GOOD AVERAGE POOR VERY POOR

18% 60% 22% 0% 0%

9 30 11 0 0

100 90 80 70 60 50 40 30 20 10 0

EXCELLENT GOOD AVERAGE POOR VERY POOR

INFERENCE: Most of the employees opinions that the behavior of the coemployees is good.

TABLE-17: How is the motivation from the management?

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S.NO 1. 2. 3. 4. 5.

RESPONSES EXCELLENT GOOD AVERAGE POOR VERY POOR

RESPONDENTS 36% 44% 20% 0% 0%

SCORES 18 22 10 0 0

100 90 80 70 60 50 40 30 20 10 0

EXCELLENT GOOD AVERAGE POOR VERY POOR

INFERENCE: From the analysis It is inferred that majority of the employees are satisfied with the motivation from the management.

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CONCLUSION
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The project done at HDPI was a wonderful learning experience, as it involved high levels of practical exposure to a corporate work environment. Recruitment might sound as a very basic activity of HR, but when it comes to actually conducting the various procedures it is quite challenging to handle different people with different emotions.

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