HSBC New - Copy

A DOCUMENTATION PROJECT ON

HSBC

SUBMITTED BYMILINDA KURAM

1234108116GITAM INSTITUTE OF MANAGEMENT

GITAM UNIVERSITYVISAKHAPATNAM

(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.

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TABLE OF CONTENT

INTRODUCTION

Objective 4Methodology 4Introduction 5HSBC 7About HSBC 9HSBC Group Entities In India 10HSBC Global Service Delivery 11

HSBC in India 12Recruitment 13Purpose & importance of recruitment 14Customer service executive 15Sources 16Selection procedure 17Conclusion 20

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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.

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INTRODUCTIONBusiness 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, andFront 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 company’s own country is sometimes called offshore outsourcing. BPO that is contracted to a company’s neighboring country is sometimes called near shore outsourcing, and BPO that is contracted within the company’s 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 organisationThe 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.

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HSBCHSBC 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 UK-based 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.

HSBC’s 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.

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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.

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HSBC Group entities in India

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

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HSBC Global Service DeliveryWelcome 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 retention2. Perforemance and rewards3. Service excellence4. Leadership development and employee communication and education

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HSBC IN INDIA AT:-MumbaiHyderabadBangaloreGurgaonKolkataVisakhapatnamChennai

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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 OF RECRUITMENT

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 EXECUTIVEPURPOSEHDPI is committed to recruiting high quality employees to satisfy and fulfil the customer’s/client’s 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.

ELIGIBILITY12th 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 RECRUITMENTCAMPUS RECRUITMENTHDPI 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 FAIRSHere 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-INSThis 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 REFFERALEmployees 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 don’t 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):-

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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 RESPONSES RESPONDENTS

1 FRIENDS 52%

2 EMPLOYEES 26%

3 CONSULTANY 6%

4 PRINT MEDIA 0%

5 JOB PORTALS 16%

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?


1 CONSULTANY 24%

2 EMPLOYEES 50%

3 E MAILS 18%

4 PRINT MEDIA 0%

5 JOB PORTALS 8%

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?


1. YES 75%

2. NO 25%

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 RESPONSES RESPONDENTS SCORES

1 VERY MUCH SATISFIED (+2) 28% 14

2 SATISFIED (+1) 62% 31

3. NO OPINION (0) 10% 5

4. DISSATISFIED (-1) 0% 0

5. VERY DISSATISFIED (-2) 0% 0

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?


1. VERY MUCH SATISFIED 24% 12

2. SATISFIED 70% 35

3. NO OPINION 6% 3

4. DISSATISFIED 0% 0

5. VERY DISSATISFIED 0% 0

INFERENCE:

From the above analysis it can be noticed that most of the employees

are satisfied with the recruitment process.

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TABLE-6: Are you satisfied with selection process in company?



2. SATISFIED 50% 25

3. NO OPINION 16% 8

4 DISSATISFIED 8% 4


INFERENCE:

From the analysis it can be inferred that most of the employees are

satisfied with the selection process.

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TABLE-7: Is the time taken for information process in company satisfactory or

not?



2. SATISFIED 56% 28

3. NO OPINION 18% 9



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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 ?


1. VERY MUCH SATISFIED 11 22%

2. SATISFIED 30 60%

3. NO OPINION 7 14%

4. DISSATISFIED 2 4%

5. VERY DISSATISFIED 0 0%

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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 ?



2. SATISFIED 66% 33

3. NO OPINION 10% 5



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INFERENCE:

Majority of the employees are satisfied with the terms of

appointment.

TABLE-10: Is the contract process in company satisfactory or not?



2. SATISFIED 70% 35

3. NO OPINION 10% 5



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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?



2. SATISFIED 68% 34

3. NO OPINION 4% 2

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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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2. SATISFIED ` 60% 30

3. NO OPINION 16% 8



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

INFERENCE:

Most of the employees are satisfied with the placements.

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

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2. SATISFIED 68% 34

3. NO OPINION 8% 4



INFERENCE:

From the analysis it is inferred that most of the employees are

satisfied with the interactions with the HR.

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TABLE-14: Is the interview process which you have

Faced is relevant or not?


1. YES 85%

2. NO 15%

INFERENCE:

Majority of the employee opinions that the interview process which

they have faced is relevant.

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TABLE-15: How is the Organization climate?


1. EXCELLENT 25% 13

2. GOOD 50% 25

3. AVERAGE 25% 12

4. POOR 0% 0

5. VERY POOR 0% 0

INFERENCE:

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

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TABLE-16: How is the behavior of the co-employees in the

Organization?


1. EXCELLENT 18% 9

2. GOOD 60% 30

3. AVERAGE 22% 11

4. POOR 0% 0

5. VERY POOR 0% 0

INFERENCE:

Most of the employees’ opinions that the behavior of the co-

employees is good.

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


1. EXCELLENT 36% 18

2. GOOD 44% 22

3. AVERAGE 20% 10

4. POOR 0% 0

5. VERY POOR 0% 0

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

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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