A PROJECT REPORT

ON
“STANDARD CHARTERED BANK
JUDGED AGAINST OTHER CONTEMPORARY
FOREIGN BANKS IN THE VICINITY”

PROJECT GUIDE: SUBMITTED BY:

……………………….…. …………………………

MR. NITIN MEHNDIRATTA DIVYA MONGA

MANAGER BBA (B & I) VTH SEMESTER
STANDARD CHARTERED BANK
BARAKHAMBA ROAD
DELHI

1
2
 HSBC PREMIER BANKING,
GURGAON

JUNE26, 2007

MR. MANIK GULATI

VICE PRESIDENT WEALTH MANAGEMENT
PREMIER – HSBC BANK, GURGAON

SUBJECT: PRESENTATION OF THE REPORT ON ‘HSBC PREMIER, GURGAON JUDGED

AGAINST THE OTHER CONTEMPORARY FOREIGN BANKS IN THE VICINITY’

RESPECTED SIR

HERE IS THE REPORT ON MY STUDY ON THE STATUS, NEEDS, TRENDS AND COMPETITION IN
CASE OF VARIOUS FOREIGN BANKS IN THE VICINITY OF GURGAON AS PER THE
AUTHORIZATION GIVEN BY YOU AND MR. HARJEET SINGH (VICE PRESIDENT AND BRANCH
MANAGER, HSBC GURGAON) TO PURSUE THE PROJECT.

THE REPORT ALSO CONTAINS THE DOCUMENTS ACTUALLY FILLED UP BY THE RELATIONSHIP
MANAGERS OF VARIOUS CONTEMPORARY FOREIGN BANKS SUCH AS ABN AMRO, CITIBANK
AND STANDARD CHARTERED TO STUDY THE KEY DECISION MAKERS AND ANALYSTS OF
WEALTH MANAGEMENT AS WELL AS DAY TO DAY BANKING SO AS TO EXPAND THE
CUSTOMER BASE FOR THE COMPANY AND ALSO TO PENETRATE DEEPER INTO MARKET BY
TAPPING AUXILIARY CUSTOMERS.

THE REPORT ALSO CONTAINS THE ANALYSIS OF HSBC PREMIER GURGAON VIS-À-VIS ITS
COMPETITORS IN TERMS OF SERVICE QUALITY, ACCESSABILITY AND WEALTH MANAGEMENT
ETC. DIRECT CUSTOMER EXPERIENCE HAS BEEN TAKEN INTO ACCOUNT FOR ALL THE BANKS.

IN THE LIGHT OF THESE ANALYSES I HAVE ATTEMPTED TO IDENTIFY THE TARGET SEGMENT
FOR HSBC PREMIER AND SUGGESTED SOME MEASURES TO TAP THAT SEGMENT SO AS TO
EXPAND THE MARKET FOR HSBC PREMIER.

I AM GRATEFUL TO YOU, SIR, AND FOR YOUR COOPERATION IN MY RESEARCH PROJECT AND
ALSO TO MR. HARJEET SINGH.

I AM THANKFUL TO ALL THE RELATIONSHIP MANAGERS INCLUDING MRS. LAKSHMI MANTHA,

MS. SABHYATA D GUPTA, MS. ROSE, MR. SUNIL K SINGH, MS. NIDHI CHADHA, MRS. RASHMI
CHOUDHARY AS WELL AS SERVICE MANAGERS ANANT, PALLAVI AND BHARAT FOR
CONTINUOUSLY ENCOURAGING ME AND GUIDING ME THROUGH MY STAY AT HSBC.

SINCERELY,
NITIN MEHNDIRATTA
SUMMER APPRENTICE

3
 CONTENTS

TITLE
ACKNOWLEDGEMENT
CONTENTS

1. CITIBANK

1.1. ABOUT CITIBANK

1.2. CITIGOLD
1.2.1. IMAGE
1.2.2. CITIGOLD SERVICES
1.2.2.1. TO 1.2.2.20

2. HSBC

2.1. ABOUT HSBC

2.2. CUSTOMER GROUPS
2.2.1. PERSONAL FINANCIAL SERVICES
2.2.2. COMMERCIAL BANKING
2.2.3. CORPORATE, INVESTMENT BANKING
2.2.4. PRIVATE BANKING
2.3. HSBC PREMIER
2.3.1. GLOBAL ROLL OUT
2.3.2. INTERNATIONAL RECOGNITION
2.3.3. NEW COUNTRY
2.3.4. BORDER
2.3.5. REWARDS

4
3. STANDARD CHARTERED

3.1. ABOUT STANDARD CHARTERED

3.2. PRIORITY BANKING
3.2.1. CUSTOMER
3.2.2. FAMILY
3.2.3. BUSINESS
3.2.4. PERSONAL BANKING
3.2.5. BUSINESS BANKING
3.2.6. SERVICES
3.3. CIRQUE SELECTE
3.3.1. LIFESTYLE EVENTS
3.3.2. SNAPSHOT OF EVENTS
3.4. INVESTMENT MANAGEMENT
3.5. PARTENERING WITH EXPERTS

4. ABN AMRO BANK

4.1. ABOUT ABN AMRO

4.2. PREFERRED BANKING
4.3. PRIVILEGES
4.4. CLIENTS
4.5. SERVICES
4.6. WEALTH MANAGEMENT
4.6.1. WEALTH MANAGEMENT SOLUTIONS
4.6.2. PRODUCTS AND SERVICES
4.6.3. TRACKING

5
5. RESEARCH

5.1. FRAMEWORK
5.2. CITIBANK
5.3. ABN AMRO
5.4. STANDARD CHARTERED
5.5. HSBC
5.6. OPINION POLL
5.7. STRATEGY FOR HSBC TO PENETRATE THE MARKET
AND SUGGESTIONS

6. REFERENCES

6.1. INTERNET REFERENCES

6.2. RESEARCH REFERENCES

6
CITIGOLD

7
1 CITIBANK

1.1 Citibank is a major international bank, founded in 1812 as the City Bank of
New York. Citibank is now the consumer and corporate banking arm of financial services
giant Citigroup, one of the largest companies in the world. As of March 2007, it is the
largest bank in the United States by holdings.

Founded in 1812 as the City Bank of New York by a group of New York merchants, the
bank's first head was Samuel Osgood, who had been the U.S.'s first Postmaster General.
Subsequently, ownership and management of the bank was taken over by Moses Taylor,
a protégé of John Jacob Astor and one of the giants of the business world in the 19th
century. During Taylor's ascendancy, the bank functioned largely as a treasury and
finance center for Taylor's own extensive business empire.

In 1865 the bank joined the U.S.'s new national banking system and became The
National City Bank of New York. By 1894, it was considered one of the largest banks in
the United States, and in 1897, it became the first major U.S. bank to establish a foreign
department. In 1913 it was the first contributor to the Federal Reserve Bank of New
York.

National City became the first U.S. national bank to open an overseas banking office
when its branch in Buenos Aires, Argentina was opened in 1914. Many of Citi's present
international offices are older; offices in London, Shanghai, Calcutta and elsewhere were
opened in 1901 and 1902 by the International Banking Corporation (IBC), a company
chartered to conduct banking business outside the U.S., at that time an activity time
forbidden to U.S. national banks. In 1918, IBC became a wholly owned subsidiary and
was subsequently merged into the bank. By 1919 the bank had become the first U.S. bank
to have $ 1 billion in assets.

8
 1.2 CITIGOLD

Citigold is the wealth management Division of Citibank, part of Citigroup. Citigold is a

service aimed primarily at individuals who have the ability to invest in their products,
with a minimum portfolio value no less than Rs. 30,00,000/- or a similar value in the
USD. Launched worldwide in 1984, Citigold has a significant presence in the Middle
East and Asia, and also operates in Australia and parts of North and South America.
Services offered by Citigold include:

• Treasury securities
• Structured Products
• Savings Plans
• Mutual Funds and Bonds
• Deposits with favorable rates
• Travel Planning arrangements
• Investment strategy and news

Once a customer has agreed to start an account, usually they are assigned a relationship
manager to handle their day to day banking needs and periodically update their portfolio
holdings.

In a bid to try and lure private banking customers to their service, Citigold also has
Citigold Select, which is aimed at individuals who can invest in the excess of Rs.
1,50,00,000/-. Perks are probably the best at the Select level where well heeled customers
can expect box seats at the Olympics, Omega watches, first class airfare, safaris and
invitations to exclusive concerts for Citibank's best customers.

9
 1.2.1 IMAGE OF STANDARD CITIGOLD CARD

Summary

This is a debit card from citigold.

10
1.2.2. CITIGOLD EXCLUSIVE SERVICES

1.2.2.1 Dedicated Relationship Manager:

Every Citigold customer is provided with a dedicated relationship manager to

help their customers plan their finances. The Citigold Relationship Manager is
backed by a team of experts in the field of investments, insurance, treasury and
foreign exchange services. The customers are also given a dedicated service
manager and CitiPhone Officer to help customers with all their banking
transactions.

1.2.2.2 Citibank Multi-currency EEFC Account

This unique Account allows you to open accounts in Multi-currencies: Dollar, Pound,
Euro and Yen. It also eliminates the risk of cross conversion as well as currency
fluctuations.

1.2.2.3 Citibank Stock Power

Citigold ensures you get the most out of your security portfolio with Citibank Stock
Power. You can choose from our range of over 200 approved securities and mutual
funds to get cash against your portfolio at attractive interest rates. Along with instant
liquidity you continue to get capital appreciation, dividends, bonus, rights and all
other benefits that you enjoy on your investments. You can get up to 50% of the
current market value on the securities pledged in Demat form, subject to a maximum
of Rs. 20 lakhs.

11
1.2.2.4 Citibank Loans

Citibank brings you a range of loans to meet every kind of need. The Citigold
advantage ensures that all loan applications are made easy with minimal paperwork
and minimal processing time.

1.2.2.5 Citibank Personal Loans

You can avail of a Personal Loan from Rs. 40,000 to Rs. 10 lakhs without any
securities or guarantors.

1.2.2.6 Citibank Home Loans

You can avail of a Citibank Home Loan up to Rs. 100, 00, 000/- for purchase of ready
property, property under construction, self-construction or purchase of a plot. You
can also avail of a loan for home renovation and improvement or get a loan against
your property through Citibank Property Power.

1.2.2.7 Citibank Auto Loans

You can select from a wide range of flexible schemes with the shortest turn-around
on disbursals and a wide dealer network. You can also avail of flexible tenures of up
to 84 months for select models.

1.2.2.8 Liquid Asset

Citibank Savings / Business Account

12
The Citibank Savings / Business Accounts come to you with a host of benefits for a
world of unmatched banking convenience.

1.2.2.9 Easy Access to your Cash

You can use your Citi-Card - ATM/Debit Card, to access your account at over 400
Citibank ATMs and over 1,000 Swadhan and Cirrus ATMs in 128 locations in India.
You can also use your Citigold Citi-Card worldwide at over 600,000 Cirrus ATMs to
avail of your Basic Travel Quota.

1.2.2.10 Drafts at over 700 Locations in India

You can issue drafts at over 700 locations in India. Citigold Online offers you the
facility for sending drafts directly to the beneficiary in these locations. Drafts issued
at Citibank Branch locations are free of charge.

1.2.2.11 National Banking

With the convenience of National Banking, you can deposit your cheques at any of
the Citibank branches across the country and can have them cleared locally, giving
you faster access to your money.

 Payable-at-par cheques at all branch locations in India

 Cash delivery up to Rs. 5 Lakhs per day

 You can also get your cheques picked up with just a call to the Citigold
CitiPhone.

13
  Utility bill payments over CitiPhone or through Citigold Online for the
following

• Mumbai - BSES, MTNL, Orange & BPL.

• Bangalore - Bangalore Telecom, Karnataka Electricity Board, Bangalore
Water Supply and Sewerage Board, Spice Telecom, Airtel, Hotline
Paging, Mobilink & Maxpage.
• Delhi - Airtel Connect, Sterling Cellular, Vidyut Board & MTNL.
• Kolkata - Spice, Command & Kolkata Telephones.
• Chennai - Chennai Telephones & RPG.

1.2.2.12 Citibank Time Deposits

Citibank Time Deposits offer you high returns on your money coupled with a range
of benefits:
• Deposits held in units of Rs. 1000 for easy liquidity.
• Flexible tenures from 15 days to 5 years.
• Overdraft facility of up to 90% against your deposit to fund another
investment opportunity.
• Automatic roll over facility to renew your deposit when it matures.
• An exclusive set of structured products like market-linked deposits.

1.2.2.13. The Account Representative Service

This service allows you to nominate someone else to do your routine banking
enquiries.

Now for the first time, you can actually delegate your routine banking to a family
member, your secretary, your accountant, or anyone else you trust.

14
Your Account Representative can take care of the following:
• Balance enquiries
• Ordering of cheques books

The option is also completely safe, as your Account Representative will have limited
access to querying on your account. Which means you can delegate all your routine
transactions and spend more time on things that really matter!

All you have to do is call the Citigold line at CitiPhone or log in to Citigold Online.

Your Account Representative will be issued an Electronic Access Card and a TPIN or
IPIN, which he / she can use to do transactions on CitiPhone or on the Internet.

1.2.2.14. Citigold Business Centers

Citigold now provides you with the luxury of an office away from office. State-of-
the-art and easily available, your new Citigold Business Center is an exclusive
privilege to help you conduct your business at ease.

Eight new Citigold Business Centers have been set up at the existing Citigold Centers
across the country at the following locations: Ahmedabad, Bangalore, Chandigarh,
Coimbatore, Delhi (Punjabi Bagh), Gurgaon, Kochi and Mumbai (Andheri).

Fully equipped with its own Long Distance Calling facility, Fax and Internet
connections, the Business Centre is a new concept in convenient conferencing
especially designed for you.

The ambience is best described as understated. Warm wooden paneling

complemented by plush carpeting and well-appointed interiors. Television sets allow

15
you to catch up with the news, while our well-stocked library gives you that much-
needed breather amidst your packed schedule

1.2.2.15. 24-hr exclusive Citigold CitiPhone Line

 Ahmedabad 2640 4653 (GOLD)

 Kolkata 2288 4653 (GOLD)
 Aurangabad 563 4653
 Lucknow 223 1044
 Bangalore 2229 4653 (GOLD)
 Ludhiana 501 4653 (GOLD)
 Madurai 989401 4653 (GOLD)
 Bhubhaneshwar 1600 180 2484
 Mumbai 2834 4653 (GOLD)
 Chandigarh 508 4653 (GOLD)
 Nagpur 98226 02484
 Chennai 2858 4653 (GOLD)
 Nasik 1600 180 2484
 Coimbatore 98940 14653
 Noida 255 4653 (GOLD)
 Delhi* (Gurgaon) 0124 256 4653 (GOLD)
 Pune 5601 4653 (GOLD)
 Hyderabad 5566 4653 (GOLD)
 Surat 553 4653 (GOLD)
 Indore 1600 180 2484
 Trichy 98940 14653 (GOLD)

16
  Jaipur 511 4653 (GOLD)
 Trivandrum 98950 14653 (GOLD)
 Kanpur 220 1022
 Vadodara 232 4653 (GOLD)
 Kochi 98950 14653
 Vishakapatnam 98483 02484

1.2.2.16. Citi-Alert

A pioneering first in the history of Indian banking, Citi-Alert allows you to get e-mail
/ mobile alerts on your account balances, debits and credits, due date of Credit Card
or utility bills and mutual fund related transactions.

No matter where you are traveling, within India or overseas, Citi-Alert will keep you
updated.

1.2.2.17. One Glance Statement

Your Citigold Account offers you the unmatched convenience of a One Glance
Statement of Account. The One Glance Statement gives you a comprehensive and
detailed view of all your Citibank Accounts and includes details such as:
• Current and Savings Account
• Time Deposits
• Investment Services Account (Mutual Funds & Bonds)
• Insurance Policy details
• Credit Card details
• Loan and AAFA details

17
1.2.2.18 Manage your wealth wherever you are with Citigold Online

Get connected from anywhere, anytime and access a range of services offered by
Citigold Account. Citigold Online helps you access your Citigold Account, 24 hours a
day, 7 days a week.
This unique account allows you to:

• View your statement of accounts

• Order drafts
• Book deposits
• Stop payments
• Pay your utility bills
• Book the Citigold Business Center
• Subscribe / Redeem your Mutual Funds or Investments
Besides these, you can also avail of a host of other services, from the comfort of your
home or office. All this can be done with just an IPIN (Internet password). You may
call Citigold CitiPhone Line for your IPIN.
The Citigold Online demo will familiarize you with the process of conducting
transactions online.

1.2.2.19. Concierge Services

18
Citigold Concierge Services are rendered by International SOS on a best effort basis.
Assistance with Cinema Tickets (Only in Delhi, Mumbai, Bangalore and Chennai)
International SOS assists Citigold Customers by providing information on cinema
tickets and making the arrangements for bookings subject to availability and on a best
effort basis. This service is limited to premium cinema theatres that offer tele-
bookings, online bookings and home delivery of tickets only.

• Hotel Bookings (Within India)

International SOS assists Citigold Customers by providing the name, address and
telephone number of hotels in India. On request, International SOS also assists in
making reservations.

• Flowers and Gifts - Referrals and Delivery (Within India)

International SOS will assist Citigold Customers by arranging for the delivery of
flowers or gifts to his/her family members or business associates.

• Dining Referral (Within India)

International SOS will assist Citigold Customers, whenever possible, by providing

information of restaurants and making the arrangements for bookings subject to
availability and on a best effort basis.

• Home Appliances and Gadgets Assistance (Within India)

In the event of appliances and gadgets in Citigold Customers’ homes not functioning,
International SOS will provide referral information regarding an appropriate service
provider and on request, arrange for a house call.

19
• Airline/Railway/Car Bookings (Within India)

International SOS will assist Citigold Customers by providing the name, address and
telephone number of airlines/railways and car rental companies. On request,
International SOS will also make reservations for the same.

1.2.2.20. Real Estate Advisory Services

Citigold team provides customers with advice on various real estate investments and
helps them in leasing, buying or selling properties. Special seminars are organized
with leading real estate consultants for the Citigold customers. Even Citigold
Relationship Manager can set up these meetings and advise clients as to where invest
in terms of real estate.

20
HSBC PREMIER

21
 2. HSBC

2.1 HSBC Holdings is the world's largest financial group in terms of market
capitalization. It was also rated the fifth largest company by Forbes 2000.Its head office
is located in the HSBC Tower (8 Canada Square) by London's Canary Wharf. The group
is named after its founding member, The Hongkong and Shanghai Banking Corporation,
a bank established in Hong Kong by Thomas Sutherland, a Scot, to finance British trade
in the Far East in 1865. Today the corporation is simply HSBC.

The bank is the fourth largest corporation in the world in terms of assets (as of Dec 31,
$1.861 trillion, while Citigroup reported $1.884 trillion). It reports its results in United
States dollars, since 80% of its earnings originate from outside the United Kingdom.
Nearly 22% of its earnings are from operations in Hong Kong, where it was
headquartered until 1991. It is the largest bank in Hong Kong, and at the end of 2005 was
the largest banking group in the world by Tier 1 capital.

The HSBC logo, known as the Hexagon, is derived from The Hongkong and Shanghai
Banking Corporation’s 19th century house flag, itself derived from the Scottish flag,
which is the angular cross that Saint Andrew (the patron saint of Scotland) was crucified
upon.

The various HSBC group members in India are:

 The Hongkong and Shanghai Banking Corporation Limited

22
  HSBC Asset Management (India) Private Limited
 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

2.2. Customer groups

HSBC splits its business into four distinct groups, on a global basis:

2.2.1. Personal Financial Services

HSBC provides more than 100 million customers world-wide with a full range of
personal financial services, including current and savings accounts, mortgage loans, car
financing, insurance, credit cards, loans, pensions and investments. The Consumer
Finance group facilitates point of sale credit to consumers, and lends money and provides
related services to meet the financial needs of everyday people.

2.2.2. Commercial Banking

HSBC provides financial services to small, medium-sized and middle-market enterprises.

The group has almost 2.5 million of such customers, including sole proprietors,
partnerships, clubs and associations, incorporated businesses and publicly quoted
companies.

23
2.2.3. Corporate, Investment Banking and Markets

This customer group provides tailored financial services to corporate and institutional
clients. Business lines comprise Global Banking, Global Markets, Global Research and
Global Transaction Banking.

2.2.4. Private Banking

Private Banking provides financial services to high net worth individuals and their
families in 68 cities. Over the last five years, acquired companies such as Republic New
York Corporation, Safra Republic Holdings, The Bank of Bermuda and Wealth and Tax
Advisory Services have been integrated into HSBC’s private banking business.

2.3. HSBC PREMIER

The group has HSBC Premier as its premium financial services product - the brand name
has been used in many market places around the world. Traditionally the exact benefits
and qualification criteria have varied depending on what country you were in. Broadly
customers had a dedicated Relationship Manager, global 24 hour access to Premier call
centres, and preferential rates.

In May 2007, HSBC relaunched its HSBC Premier service simultaneously across 35
countries and territories and standardised its various offerings to include:

• International
account opening
before leaving
home
• Dedicated
personal
relationship

24
 manager in each
country
• Overseas
mortgage
arrangement
• A single-view of
all accounts in
any location
online
• Free global
money transfer
between HSBC
accounts
• Emergency help
including cash at
over 245,000
outlets 200
countries
• 24-hour helpline
for Premier
customers in
each country
• Banking services
and lounge
facilities across
35 countries and
territories
• Access to
international
wealth mgmt
products &

25
 investment
information

2.3.1. Countries included in the global roll-out of HSBC Premier are:

 Argentina
 Australia
 Bahrain
 Bermuda
 Brazil
 Brunei
 Canada
 China
 Colombia
 Egypt
 Greece
 Hong Kong
 India
 Indonesia
 Jersey
 Jordan
 Lebanon
 Macao
 Malaysia
 Malta
 Mexico
 Oman
 Pakistan

26
  Panama
 Philippines
 Qatar
 Saudi Arabia
 Singapore
 South Korea
 Sri Lanka
 Taiwan
 Thailand
 Turkey
 UAE
 UK
 USA

2.3.2. International Recognition - Local support. Global expertise.

 Wherever you go, you're never a stranger

 Always Putting You First

• International Premier Centres are made for preferential service, including

telephone and online banking.
• HSBC Premier staff offer free and friendly advice on places to go and things to do
while in town.
• HSBC worldwide Premier hotline on +1-908-PREMIER

 Security when it matters

27
 • If you lose your cash and credit cards, you can approach any HSBC branch
overseas to obtain emergency cash.
• If you lose your Premier credit card, call collect on +1-314-275-6781 and get it
cancelled immediately and arrange card replacement on the next day. Emergency
cash can be arranged before you receive the new card. You can collect the cash at
over 245,000 outlets across 200 countries.
• Wherever you are in the world, it's easy to remember that you can always call our
worldwide Premier hotline on the easy-to-remember +1-908-PREMIER.

 Worldwide Assistance
HSBC Premier is there at any latitude

2.3.3. Getting started in a new country

 Work abroad, buy an overseas retreat or retire in a dream location. Whatever your
situation, HSBC Premier gives you the latitude to bring your bank along with you
with one call even before you arrive. And if you are already our Premier customer
in one country, you can join Premier in the new country with the local minimum
balance requirements waived!

 Ready and waiting

• New account number within three working days and your cards and
chequebooks within ten working days.
• Your very own HSBC Premier Relationship Manager will take care of
your banking needs and offer local guidance.

28
 • We can transfer your credit history so that you can enjoy similar credit
levels in your new country.

2.3.4. Banking without borders

• Transfer funds online between your accounts instantly and for free.
• View and manage your HSBC accounts online through a single logon using
Global View.
• Personalised, end-to-end assistance to get your banking service established in a
new country.
• Local country guides to help you prepare by finding out more about the country
you are travelling/moving to.
• Expert guidance from our knowledgeable staff

2.3.5. Privileges and Rewards

HSBC Premier MasterCard® credit card gives you the latitude to explore the world

A local credit card with a world of benefits

• Enhance all of your trips, with the credit card that has wide international
acceptance. The HSBC Premier credit card has all the features, benefits and
rewards you would expect from a premium credit card, plus so much more.

Rewards

29
 • Rewards programme offers 2 Reward points for every Rs. 100 spent on your
HSBC Premier MasterCard ® with exciting redemption options including
shopping vouchers, dinning and personal accessories.

• Up to 4 airline miles against Reward points earned on every Rs. 100 spent on your
HSBC Premier MasterCard ®.

Upgrade your status on JetPrivilege

• As an HSBC Premier MasterCard ® credit cardholder, enjoy complimentary

upgrade up to JetPrivilege Gold tier.

Home & Away programme

• HSBC Premier MasterCard ® is your access to shopping and dining privileges at

thousands of outlets across over 40 countries and territories.

A Worldwide safety net

• If you lose your Premier credit card, call collect on +1-314-275-6781 and get it
cancelled immediately and arrange card replacement on the next day. Emergency
cash can be arranged before you receive the new card. You can collect the cash at
over 245,000 outlets across 200 countries.

• Premier add-on credit cards are available to ensure your family can access money
when they need it most.

• Emergency support services apply to any family members holding an additional

Premier credit card.

30
Travel Cashback

HSBC and MakeMyTrip.com brings you travel gains wherein you can get upto
10% cashback on airline tickets, hotels and holiday packages.

Travel bookings made on MakeMyTrip.com using your HSBC MasterCard ® can

now get:

• 3% cashback on all domestic airlines

• 5% cashback on international airlines
• 10% cashback on hotels and holiday packages

This benefit is available round the year, on all airlines, hotels and holiday packages
featured on MakeMyTrip.com - the largest travel company in India.

Personal Accident - Insurance Cover

HSBC Premier credit cardholders are covered for up to Rs.1 Crore in the event of loss of
life in an air accident. For loss of life due to other accidents the cover is Rs.10 Lakhs.

Travel Guard is a "Global Travel Protection" policy underwritten by the Tata AIG
General Insurance Company Limited (Tata AIG). Travel Guard may be purchased by any
resident Indian between the ages of 6 months and 70 years (for travel abroad on business
or leisure).

31
Of course, every Tata AIG travel product sets benchmarks on service excellence,
worldwide coverage and value for money.

Travel Insurance from Tata AIG

• First to launch on-line travel insurance

• In-house assistance service AIG-Assist in US & Canada; ISOS for rest of the
world
• AIG presence in over 130 countries

Use your HSBC Premier MasterCard ® and enjoy exclusive access to premium airport
lounges across India. Present any Credit Card at the MasterCard ® lounge in the
Domestic and International Airports in Delhi, Mumbai, Kolkata, Chennai and Cochin
listed below.

 International Airport Domestic Airport

 Mumbai

Clipper Lounge- Terminal 2a near gate 3 Clipper Lounge - Terminal 1b

Clipper Lounge - Terminal 2c Clipper Bar and Restaurant-Terminal 1a

32
  Kolkota

Clipper Lounge Top Deck Restaurant and Bar Lounge-Domestic

 Cochin

Clipper Restaurant and Lounge

 Chennai

Clipper Lounge

 New Delhi

Clipper Lounge

 0% Fuel Surcharge

HSBC Premier MasterCard ® provides the unique benefit and convenience of a Petrol
Surcharge Waiver.

HSBC waives the surcharge that is ordinarily levied on credit card petrol purchases for
customers who use HSBC Premier MasterCard ® on spends between Rs. 400 and Rs.
4000 (both amounts inclusive) per transaction on petrol in any city and at any pump in
India.

33
 • Save 2.5% fuel surcharge at any pump any place
• Offer valid round the year
• Applicable for each fuel purchase between Rs. 400 and Rs. 4000 per transaction

 Lower Interest Repayment Options

 Balance Transfer

Transfer other bank credit card outstandings (any amount above Rs.3,000) to HSBC
Premier MasterCard ®
Interest savings for longer durations by opting for 6 months at 0.75% p.m. (9% p.a.) or
the Perpetual BT option.
• Savings with 0% interest for 3 months
• Flexibility with 6 month & Perpetual BT options
• Convenience with 'Balance Transfer on Phone' and 'Balance Transfer on Internet'

 Lower Interest Repayment Options

 Loan on Phone

Your HSBC Premier MasterCard ® provides you with an easy way to pay for the holiday
of your dreams, jewellery, new TV or a computer through the exciting new 'Loan on
Phone' feature. It allows you to pay for your purchases (of a minimum of Rs.5,000) on
your HSBC Premier MasterCard ® in convenient monthly instalments.

34
35
 STANDARD CHARTERED
PRIORITY BANKING

3.1. STANDARD CHARTERED BANK

Standard Chartered Bank is a British bank headquartered in London with operations in

more than fifty countries. It operates a network of over 1,600 branches (including
subsidiaries, associates and joint ventures) and employs almost 60,000 people.

Despite its British base it has few customers in the United Kingdom and 90% of its
profits come from the Asia Pacific Region, South Asia, the Middle East and Africa.
Because the bank's history is entwined with the development of the British Empire its

36
operations lie predominantly in former British colonies, though over the past two decades
it has expanded into countries that have historically had little British influence. It aims to
provide a safe regulatory bridge between these developing economies.

It now focuses on consumer, corporate and institutional banking, and on the provision of
treasury services – areas in which the Group had particular strength and expertise.

Standard Chartered is listed on the London Stock Exchange and the Hong Kong Stock
Exchange and is among the top 20 constituent members of the FTSE 100 Index.

On Tuesday 18th September 2007, Standard Chartered plc agreed to buy American
Express Bank for around $860 million from American Express.

The Standard Chartered Group was formed in 1969 through a merger of two banks: The
Standard Bank of South Africa founded in 1863, and the Chartered Bank of India,
Australia and China, founded in 1853.

As its operations came under threat from nationalization programmes in the countries in
which it was present in the 1970s, the bank sought expansion in developed countries,
particularly the USA.

A Standard Chartered Bank (HQ) in Singapore.

It also proposed a takeover of The Royal Bank of Scotland Group, which would have
given it a substantial base in its home country, but this was prevented by a counter-bid
from The Hongkong and Shanghai Banking Corporation and then blocked by competition
authorities in 1981. When a hostile takeover bid was made for the Group by Lloyds Bank
in 1986 this was successfully defeated. After this, Standard Chartered entered a period of
change.

37
The bank made provisions against third world debt exposure and loans to corporations
and entrepreneurs who could not meet their commitments. It then began a series of
divestments as it sought to re-focus itself on emerging markets.

It divested its stake in the Standard Bank of South Africa in 1987 in response to anti-
apartheid pressure and today that bank is one of its major competitors in Africa.

In 2000, Standard Chartered acquired Grindlays Bank from ANZ Bank.

The Chartered Bank opened its first overseas branch in India, at Kolkata, on 12 April
1858. Eight years later the Kolkata agent described the Bank's credit locally as splendid
and its business as flourishing, particularly the substantial turnover in rice bills with the
leading Arab firms. When The Chartered Bank first established itself in India, Kolkata
was the most important commercial city, and was the centre of the jute and indigo trades.
With the growth of the cotton trade and the opening of the Suez Canal in 1869, Bombay
took over from Kolkata as India's main trade centre. Today the Bank's branches and sub-
branches in India are directed and administered from Mumbai (Bombay) with Kolkata
remaining an important trading and banking centre

3.2. PRIORITY BANKING

Priority Banking – The personalized wealth management program at Standard Chartered

Bank. Banks motive is to be the Right Partner in all personal and business ventures of the
customers. That's why Priority Banking has been tailored to offer the highest level of
service, appropriate to your unique requirements and status.

38
At Priority Banking, the customer, his family and his business come under priorities.

3.2.1. Customer

At Standard Chartered, customer is accorded priority status, wherever he goes. As a

Priority Banking customer, the expertise of a dedicated Customer Relationship Manager
and the support of a highly specialised team of financial experts to plan, build and protect
your wealth are given. In addition, a wide range of personalised and exclusive services
reserved for those with your distinctive status are given.

3.2.2. Family

At Standard Chartered, no compromise has to be done for the family. As our Priority
Banking customer, loved ones will benefit from your privileged status:

Moreover, Priority Banking will take care of all banking and financial requirements so
that you have time to spend on more important things in your life, namely and family.

3.2.3. Business

As someone with exacting business standards, you rightly expect the best from your
bank. Standard Chartered would be a professional business partner. It’s the bank’s
priority to treat customer’s business as one by extending Priority Banking benefit.
Experts provide you customized solutions in the areas of insurance, securities backed
lending, commercial and residential mortgages, trade services and foreign exchange
services that help meet the long-term business goals as well as immediate cash flow
requirements, all designed to make the business do better. Exclusive invitations to
networking events like investment talks, forums and seminars are also offered.

3.2.4. Personal Banking

39
  Excess plus Savings Account gives you the power to use funds in your account to
make purchases at over 65,000 merchant locations in India and 12,000,000
worldwide. You can access cash at over 13,000 ATMs in India and 870,000 Visa
Network ATMs Worldwide. All this through your globally valid Priority Debit
cum ATM card.

 Your Priority Debit Card also doubles up as your membership card and provides
you a host of benefits like higher withdrawal limits, zero fuel surcharges and
much more.

3.2.5. Business Banking

 Enhanced Business plus Current Account provides you a package of benefits that
helps you save both time and cost and meets all your business banking
requirements.

 Free drafts up to Rs. 60 lakhs on correspondent bank locations.

 Faster clearing of cheques gives you faster access to your funds at no additional
cost

 Remote Pay facility allows you to get drafts delivered on the same day to any
address in 42 locations

3.2.6. Other Banking Services

 Free Doorstep Banking gives you the facility of getting cash, drafts, pay orders
and cheques picked up or delivered to your home or office. You can also request

40
 for these services according to a fixed schedule-daily or weekly, as per your
convenience.

 Free Net Banking facility gives you access to all information about your accounts,
any time of the day from anywhere in the world.

 Dedicated Priority Banking Help lines allow you to transact on your account from
the comfort of your home or office, at any time of the day.

 2-in-1 Account combines the safety and returns of a fixed deposit with the
flexibility of a savings or current account.

 Charge free banking privileges like free pay orders/ drafts on Standard Chartered
branch locations, and free Payable at Par cheque books are available to you.

 Demat Accounts, opened free of charge, meet your custodial and transacting
needs on securities.

 Car and Home Loans come to you at preferential rates and nil processing charges.

 Locker facilities at our branches are provided to you at a 50% discounted tariff.

 A pre-approved Global Gold Credit Card is offered to you free for life with
enhanced credit limits.

 Free Personalized Self Carbonizing at PAR cheques book.

3.3. Cirque Selecte

41
3.3.1. 'Cirque Selecte' is a series of unique lifestyle events, open to the privileged
Priority banking customer, which cater to the preferences of the customers in sports,
music, dining, literature and entertainment while giving the opportunity to meet and
interact with other like-minded members of the Priority Banking program.

 At 'Money Talks', a series of seminars on financial and investment-related

subjects, a platform for interacting with eminent personalities from the world of
finance is given. An opportunity to learn about other investment avenues like
derivatives, real estate, gold and art is also given to the customers.

 As a Member of our Movie Club, you would be privy to exclusive movie

previews and specially organised screenings.

 Cirque Selecte programs tie in perfectly with the exclusive lifestyle that the
customers enjoy. The aim has always been to offer exciting and entertaining
experiences. Priority Banking is about offering investment options, banking
services or lifestyle privileges.

3.3.2. A Snapshot
Here’s a snapshot of some of our Cirque Selecte events organized specially for
Priority Customers in the past

42
 Mumbai & Chennai – India (November 05)
Harry Potter and the Goblet of Fire
Priority Banking clients were treated to an exclusive preview of this years box off
hit – Harry Potter and Goblet of Fire organised at various theatres in Mumbai
(Inox and Fame Adlabs) and Chennai (Sree) during the second week of
November, 2005.

 Kolkata – India (October 05)

“Nari” – A Breathtaking fusion of Art, Music and Fashion
Priority Banking clients were treated to “Nari”, an exclusive preview of paintings
by Wasim Kapoor based on the theme, with a backdrop of a fashion show
featuring some of country’s top designers in Kolkata on October 7th, 2005.

 Kolkata & Delhi – India (August 05)

Mangal Pandey -'The Rising'
As part of the Movie Club offering, our priority banking clients were invited to an
exclusive preview of Mangal Pandey -'The Rising' organised at the cities (Kolkata
& Delhi) well known movie theatres.

 Mumbai – India (June 05)

‘Tarkash’ - a poetic extravaganza by Javed Akhtar
Priority banking clients were held in rapture by the noted poet and lyricist Javed
Akthar who enthralled the audience with his poetry that reflects his philosophical
musings. The event was organized at the Taj Lands End hotel, Mumbai on 24 th
June, 2005.

 Kolkata – India (December 04)

An evening of Fusion Music over Cocktails at ITC Sonar Bangla Sheraton
Towers was arranged. Fusion music performance by some of India’s classical

43
 music maestros playing in consonance with Subhen Chatterjee along with his
band Karma was organized. The evening was organised in association with ITC
Sonar Bangla Sheraton Towers, Kolkata on December 15th, 2004.

 Delhi – India (November 04)

A fulfilling day of Golfing at Jaypee Greens
Priority banking clients were invited to exclusive golf event on the 27th of
November, 2004, held at the Jaypee Greens in New Delhi where they got to
hobnob with captains of corporate India.

3.4. Investments Management

At Standard Chartered, we believe in making, investing a unique, hassle-free and

rewarding experience for you. Our four-step investment process has been
designed to help you make the most appropriate investment decisions, customized
to your financial needs and goals.

3.5. Partnering the Experts

44
 Through our alliances with expert financial service providers we bring you some
unique and exclusive investment options both in India and abroad.

 Being one of the largest distributors of third party mutual funds in the country we
offer you a wide variety of debt, equity and balanced funds to choose from.
 Principal Protected products enhance your yields while preserving your capital.
 Equity Advisory Services, available through portfolio management solutions,
provide you assistance in your direct equity investments.
 Asset Allocation products like open ended Fund of Funds, give you the benefit of
auto-rebalancing your portfolio in accordance with your risk profile.
 Offshore investment options in line with RBI and SEBI guidelines.
 Life and General Insurance solutions, brought to you in association with our
partners, give you the security of wealth preservation and protection.
 Maximizing Value from your Investments

To provide you instant liquidity to meet your personal and working capital
requirements we offer you funds against the security of your investments.

 Finance against Securities (FAS) offers you a unique range of overdraft and loan
facilities against the security of your Shares, Equity and Debt Mutual Funds, RBI
Bonds, US-64 Bonds and India Millennium Deposits. These are available to you
at highly preferential rates, nil processing charges and simplified account opening
formalities.

45
 ABN AMRO VAN GOGH BANKING

4. ABN AMRO

46
With assets over US $504 billion and an AA credit rating, ABN AMRO Bank ranks
among the top 10 banks in the world in size and strength. Our international network
comprises 3,568 branches and offices in over 320 cities and 76 countries and territories,
with over 100,000 highly qualified staff. As a global bank, we can handle the most
complicated cross-border transactions, yet we also understand the subtleties of local
markets.

4.1. ABN AMRO in India

Traditionally known as a strong diamond financing bank, ABN AMRO today offers
unparalleled suite of client services in India.
By leveraging ABN’s global reach and drawing on the expertise of our team of research,
sales and trading, equity capital market and M&A advisory professionals, ABN has led
many of the biggest and most innovative landmark transactions in India for Corporate
and Institutional Clients.

In addition, ABN also offers a broad range of transaction banking products, fixed income
and foreign exchange products and services including sales and trading, fixed income
origination, derivatives, structured lending and commodity financing.

For Business Banking clients, ABN offers top quality services in trade finance; business
loans; supply chain management, credit facility; payment and cash management-
solutions that help small to medium size businesses enhance cash flow, boost overall
business efficiency and capitalize on new opportunities.

Through a diverse range of product offerings including personal loans, credit cards,
savings accounts, financial planning, investment and insurance services, ABN AMRO
meets the everyday financial needs of over a million Personal Banking clients in India.

47
In addition ABN AMRO has Van Gogh Preferred Banking which represents a new
standard of relationship banking which has been exclusively created to offer an enhanced
level of service to demanding individuals. Van Gogh preferred banking services offers a
wide range of wealth maximization opportunities offering new standards of freedom,
access, advice and service.

ABN AMRO Broking offers world class research, timely advice, extreme ease of use and
swift real time transaction systems for clients.
Private Banking Services in India offers select and premium clients a comprehensive
range of quality Portfolio Advisory Services along with a sophisticated execution
platform. ABN aids in enhancing their wealth with premium services including

 Investment advisory,
 Non-discretionary portfolio management
 Investment funds
 International estate planning and trust.

Asset Management in India is among the fastest growing asset managers with just two
years of operations in the country. Backed by the favourable market conditions and a
strong focus on the business ABN has an ever-increasing and widening distribution and
aim to emerge as a leading player in the Indian asset management industry. Leveraging
ABN Group's comprehensive research and diverse range of investment products, ABN
offer the clients investment options in fixed income, equities, money markets and
structured products.

The Microfinance program of ABN AMRO, the largest amongst its peer foreign banks in
India, is aimed at delivering credit to the target community of rural poor woman through
intermediaries called microfinance institutions. ABN today services 26 MFIs across 16
states in India with over 390,000 customers receiving micro financing small loans of
USD 200 or less. Aim is to reach a million customers by 2009. During the annual
Sustainable Banking Awards ceremony held by Financial Times of London, ABN

48
AMRO India was named the Sustainable Bank of the Year in the Emerging Markets
category - both in the Asia region as well as globally.

4.2. Preferred Banking

Van Gogh Preferred Banking, inspired by the creativity of the post-impressionist artist,
Vincent Van Gogh, ABN has made Preferred Banking an art form. Like the Van Gogh
masterpieces, where beauty lies in the detail of the brushstrokes, every fine detail is
looked after while crafting banking and wealth management solutions for the clients.

Van Gogh Preferred Banking is the finest standard in relationship banking for the most
demanding businesses and high net worth individuals. It offers an enhanced level of
services and products for wealth management and business banking requirements. At Van
Gogh Preferred Banking, the philosophy is to maximize financial opportunities for the
clients and transform routine banking into a memorable and profitable experience. A
dedicated Relationship Manager along with a team of Product Specialists and Service
Managers identify and maximize financial opportunities for you.

 India's Leading Preferred Banking Service

ABN AMRO introduced Van Gogh Preferred Banking in India in the year 2002.
Offered across all 27 branches in 20 cities, it has emerged as the preferred choice
for clients, for both, wealth management and business banking requirements. This
is further corroborated by Van Gogh Preferred Banking being one of the largest
wealth managers of Equity Mutual Funds and Insurance in the country

49
 Van Gogh Value Promise

At Van Gogh Preferred Banking the philosophy of identifying, inspiring and

maximizing financial opportunities for the clients is delivered through a seamless
banking and wealth management experience with the help of dedicated
Relationship Managers and a team of Product Specialists and Service Managers.

 Maximizing Financial Opportunities

We strive to make the most of every financial opportunity for the clients by
delivering unmatched experience and value through innovative, differentiated and
tailor-made solutions. Needless to say, ABN’s vast talent pool, deep local market
knowledge, global research & analytical expertise and state-of-the-art technology
are leveraged to deliver a superior experience.

 Dedicated Relationship Manager and team of Product Specialists

A dedicated Relationship Manager with a vast, multi-faceted experience in

financial services, works with a team of certified and experienced Product
Specialists from domains like Investments, Insurance, Banking, Trade and
Foreign Exchange, Loans and Direct Equity to provide customized solutions to
the customers. In addition, a team of dedicated Service Managers ensures all the
transactions and service requirements are catered to flawlessly.

50
4.3. Exclusive Privileges

ABN has a suite of privileges designed exclusively for the clients-

 Premium and exclusive Lounges in all branches to offer convenience and privacy
while transactions.
 Exclusive Bank By Phone numbers in all the cities are available 24 x 7
 Privileged Doorstep Banking services
 365 days multi-city banking for extended hours - 10 am to 7 pm
 Invites to exclusive Lifestyle Events featuring established artists from varied
fields and Investment Seminars with leading wealth management experts
 Exclusively designed Van Gogh Preferred Banking at par cheques book and Gold
Debit Card indicating your privileged status.

4.4. Our Clients

Our clients range across individuals and non-individuals such as:

 Senior Management of Top Companies

 Top-notch Professionals
 Successful Business Owners and Entrepreneurs
 Small and Mid-sized Companies, Exporters, Business Houses
 Embassies, Trusts, Clubs, Societies
 Celebrities, Artists, Sportspersons, Senior Citizens, Wealth Inheritors

Van Gogh Preferred Banking clients are amongst the highly demanding elite of the
society and get a service that matches their status

51
4.5. Products and Services

Customized solutions to maximize financial opportunities

 Van Gogh Preferred Banking is dedicated to serving the needs of high net worth
individuals and businesses.
 Clients with substantial financial assets confront a situation of considerable
complexity and opportunity. The Relationship Manager and team of Product
Specialists at Van Gogh Preferred Banking help clients navigate these
complexities to take advantage of opportunities while paying close attention to
factors that may affect individual circumstances.
 The ability to leverage technology and provide an open architecture platform for
our Relationship Managers enables them to draw an unmatched breadth of
products and services - both proprietary and non-proprietary. Delivering best-in-
class solutions are critical, to both the clients' and bank’s success.
 Clearly, achieving the best results requires highly sophisticated resources and
ABN at Van Gogh Preferred Banking has the best at customer service

52
4.6.1. Wealth Management Solutions

Van Gogh Preferred Banking client will have an access to a wide range of
differentiated wealth products, identified through a rigorous process of research
and evaluation and specifically designed for investors with significant assets.

Van Gogh Wealth Management Philosophy

ABN’s core philosophy is to maximize wealth opportunities for our clients by:

 Understanding the client’s needs and to provide unbiased wealth management

advice to achieve financial goals.

 Helping clients grow, manage and preserve their wealth through the optimization
of risk, return and liquidity.

 Providing Sound Investment Planning and Advice identified through a rigorous

process of research and evaluation and facilitated by professional and experienced
Wealth Managers along with a team of certified Product Specialists and
Investment Counselors.

 Continuous Portfolio Management by reviewing markets, new opportunities and

client's individual risk profile conditions to keep them abreast of changes and new
investment opportunities. This facilitates timely portfolio reviews and re-
balancing, as and when appropriate.

53
 Dedicated Wealth Manager and the team of Product Specialists

A dedicated Wealth Manager, with a vast, multi-faceted experience in financial

services, works with a team of certified and experienced Product Specialists from
domains like Investments, Insurance, Banking, Trade and Foreign Exchange,
Loans and Direct Equity to provide customized solutions to the needs of the
customer.

Wealth Managers have access to a broad range of research, evaluation and

advisory resources that allow them to evaluate current situation, design optimal
asset allocation strategies, understand risk, and provide ongoing reviews of
investment performance. This creates a wealth management process that can
extend beyond investments and beyond moments in time, inspiring maximization
of wealth opportunities for the customers.

 Planning, Advice and Management

Consistent and structured wealth management approach strives to leverage every

opportunity of wealth creation for our clients.

 Financial Needs Analysis

As a first step, ABN understands various short, medium and long term financial
goals and liquidity needs.

 Risk Profiling

ABN identifies the customer’s risk appetite depending on the life stage, personal
wealth and desired time horizon of investments.

54
 Asset Allocation and Investment Proposal

ABN’s open architecture approach to wealth management has a wide variety of

options, from which ABN identifies suitable asset classes (Equities, Fixed Income
instruments, Bank deposits etc.) that best align to the risk profile of the customer.

 Continuous Portfolio Management

ABN Relationship Managers continuously review markets, new opportunities and

individual risk profile conditions to keep the customer abreast of changes and new
investment opportunities. This facilitates timely portfolio reviews and re-
balancing, as and when appropriate

 Market Intelligence

To help clients reach their financial goals, Wealth Managers at ABN look for
opportunities in changing markets, stay abreast of economic and political
landscapes, and provide insightful advice based on all these factors. ABN Clients
have access to research analyst teams from India and ABN’s global desk, who
cover macroeconomic trends, equities, fixed-income securities, asset allocation
strategies, and global financial developments. Some of the available knowledge
tools are:

 Economic Research Reports - Economic fundamentals and industry sectoral

watch.
 Weekly Reports on Markets - Encapsulating developments in the preceding week
and analyzing trends for the coming week.
 Investment Advice - Expert Speak

55
4.6.2. Comprehensive Range of Products and Services

Sophisticated investors require top-quality investment strategies and products.

Keeping this in mind, ABN offers:

 Mutual Fund Strategies:

To take advantage of opportunities across a spectrum of sectors, styles and

market capitalization to cater to needs for wealth creation as well as regular
income with added benefits of:

1. Flexibility of investment style and time horizon

2. Risk diversification across sectors and capital market products
3. Liquidity as per your needs
4. Professional management to analyze options based on research and
experience
5. Regulation for investor protection

 Fixed Income Strategies:

To create a diversified, tax-efficient investment plan that addresses capital

preservation, current income, and capital appreciation with an array of
portfolio products

 Insurance Strategies:

To employ protection and long term wealth creation benefits complemented

by efficient tax planning

56
 Direct Equity Strategies:

To provide innovative and highly differentiated solutions - Retail Broking

services and demat services

 Alternative Investment Product Strategies:

To cater to your specific needs through strategic asset allocation

 Personal Banking Strategies:

To take care of your regular banking transaction needs with 365 days a year
branch access and round the clock account access through Internet, Bank by
Phone, ATM and mobile. Customers also earn royalty points for using your
bank account!

 Loan Product Strategies:

To provide an array of loan products - mortgages, car loans, loan against

securities, personal loans at competitive pricing

 Smart Gold Credit Card

57
4.6.3. Tracking Progress

Wealth management process doesn't stop once a client's plans are in place and
investments have been selected. In fact, a key part of Van Gogh Preferred
Banking service is focused on keeping the clients informed about their progress
toward maximizing financial opportunities.

 Performance Review:

A Wealth Manager and Product Specialist schedule regular meetings to

review performance of the client’s portfolio and advice on next steps.

 Account Statements:

Best in the industry Portfolio Statement along with updates on the portfolio’s
performance at regular intervals is provided. With Net-Banking a customer
can also access detailed portfolio statements anywhere, anytime.

 Active Alerts:

Investment alerts in the form of email / SMS to update you on your Mutual
Fund transactions.

58
RESEARCH

59
5.1. Research Framework

During the field study, various branch offices of other competitive banks in around
Gurgaon were visited. These included:

 HSBC Bank, JMD Plaza Building, MG Road, Gurgaon, Haryana.

 Standard Chartered Bank, New Delhi, 2-3 Vasant Lok, New Delhi.
 ABN AMRO Bank, Vatika First India Place Tower B Ground Floor, MG
Road, Gurgaon, Haryana.
 Citibank, Ground Floor, DLF Square, M Block Jakaranda Marg, DLF,
Phase-II, Gurgaon, Haryana.

5.2. Citibank Gurgaon Observations

The Citibank Gurgaon branch is located right on the N.H. #8, giving it a lot of
visibility. The branch is located on the ground floor and has two entrances providing
easy access to customers. The premier customers have a private parking space
reserved exclusively for them. The branch has a premier banking lounge which is
located at an easily accessible place. However the branch has a common reception
desk for both the premier and non-premier customers. The premier lounge has a
pleasant ambience with comfortable sitting arrangement. The lounge has a library
with books on tour and travels, history of India etc. and also lots of business and news
magazines. The lounge is also equipped with a television set and a separate internet
access room. The internet access help clients to access their online account at the
branch itself. The branch also has separate client rooms where the Client meeting
with Citibank staff is held. The back office is located on the 2nd floor with the ground
floor being completely dedicated for customer interaction. The branch head’s cabin
though is located on the ground floor signifying accessibility to the customers.

60
5.3. ABN AMRO Bank Observation

The ABN AMRO bank Gurgaon branch is also located at a very prime location inside
the Vatika first India place building. The branch is located on the ground floor and
very easily visible and accessible to the customers. The Premier banking centre
however is very small in its size. The premier lounge is very small with a seating
capacity of only one. The lounge though has a small library and television set.
However there is no provision for an internet access point. The customers meeting are
held at the back office itself.

5.4. Standard Chartered Bank Observation

Standard chartered does not have any premier banking center in Gurgaon. Hence The
Vasant Vihar center was visited. This centre is located in a very prime location of
“Priya complex”. The place is easily accessible and very much sought after. The bank
is located on the ground floor. Clients are offered private parking space. The premier
lounge is has comfortable sitting arrangement and also has a library and television.
There is a separate internet access point located in an isolated cabin providing
customers privacy while accessing the net banking facility. The office area is not
accessible to the customers.

5.5. Comparison with HSBC Premier Gurgaon

HSBC Gurgaon branch office is located at a very prime location in JMD plaza
building. The HSBC branch also provides customers with private wallet parking
space. The HSBC premier lounge is located on the second floor whereas entry is from
the ground floor which is dedicated for non banking purpose. Therefore, in this aspect
the premier lounge in city bank branch office 31 is much more easily accessible. Also
the premier lounge in city bank is much more spacious. The HSBC premier lounge is
also equipped with a library, television set and internet access point. The internet

61
access point, however, should be located in a private cabin which would provide
customers privacy while accessing their net banking facilities. Also after non banking
hours customers use the back office area as an exit which should be avoided. The
office cabins in HSBC are being used fro meeting with the clients. However as these
cabins are also being used for office work there is a lot of movement in these area
which is very disturbing for a client sitting in the premier lounge. In city bank as the
entire back office is completely in accessible to the customers the bank thus provides
a better ambience to its customers.

62
 5.6 OPINION POLL

 What are the eligibility criteria to become a member of HSBC Premier?

1. A minimum average quarterly relationship balance - Rs. 20, 00, 000/- for
Indian residents.
2. For NRI individuals, the relationship balance comprises of Rs. 25, 00,000/- in
deposits with the bank.
1. Comfy Customer: A customer gets a premier lounge where a customer
experiences a thorough comfy and hassle free customer experience.
2. Relationship Management: A dedicated Customer Relationship Manager
who’ll keep the premier customer updated about latest plans, schemes, funds
and IPO’s etc.
 3.
What is theInternational Recognition
rate of interest : Walk
that you offerinto any International
to HSBC Premier Centre out of
Premier Members
250 pf them present all over the world, show the Premier ATM/Debit/Credit
Cardoand For Fixed
they’ll Deposits? resolve your problems with basic banking
immediately
transactions and provide you with preferential access to all the services.
4. Broking Services: HSBC Securities India Holding Services Ltd. Bring you the
Best rate convenience of executing buying and selling transactions.
is 7.75% for 299days
5. Home Banking: This includes physical delivery of cash up to Rs.2, 00,000/-
and receipt or delivery of cheques, drafts etc via special couriers.
6. High Cash Withdrawals: About Rs.1, 00,000/- per day from any HSBC/VISA
ATM in the world.
7. No bounce cheque protection: You can avail ‘no bounce cheque protection’ of
up too Rs.For
1, 00,000
Loans?on any HSBC Premier cheque you issue.
8. Consolidated Statements: With consolidated statements of your account, you
get a snapshot of your portfolio with the bank.
9. One world, one helpline any language and country, everything made local.
Best rate is 8.25% help for lost cards or wallets and replacement on the very next day.
10. Immediate
11. Single Log on: A premier customer can access all his HSBC accounts through
the world with a single log on.
12. Free fund transfer between your HSBC accounts present in different countries
in different currencies.
13. Tax Advisory Services are also available free of cost to the Premier account
 What facilities do you offer to HSBC Premier Members
holders.
14. Premier Credit Card is acceptable at 24mn locations around the world.
15. Updates: HSBC Premier’s international network provides regular updates on
global In Account
o and perspective?
local market performance. You can access this information through
internet & through relationship manager, preparing you to make right choices.
16. Preferential Rates: Premier brings you preferential rates and a host of bank
charge waivers. 63
17. 24hour banking services:
18. Safe Deposit Locker Service:
o In Wealth management perspective

64
A mutual fund: A mutual fund is a type of investment where a number of investors’
money is pooled together and used by the fund manager (referred to as Asset
Management Company or AMC) to invest in securities with the objectives of the
scheme.
By Structure:
1. Open ended funds
2. Closed ended funds
By Asset Category:
1. Debt Funds
a. Cash
b. Floating Rate Funds
c. Short Term Income Funds(STIF)
d. Dynamic Bond Funds
e. Income/Bond Funds
f. Gilt Funds
g. Fixed Maturity Plans
2. Equity Funds
a. Diversified Equity Funds
i. Large Cap Funds
ii. Mid/Small Cap Funds
b. Flexible Capitalisation Funds
i. Flexible Capitalisation Funds
ii. Index Funds
c. Sector/Theme Funds
3. Hybrid Funds
a. Monthly Income Plans
b. Balanced Funds

65
  What kind of free offers do you provide to the HSBC Premier Account
holders?

Few of them would be

1. Every customer earns 2 reward points on every Rs.100/- spent on the HSBC
Premier Credit/Debit card which thereby provides more ways to indulge in
broader world of opportunities with shopping, dining, entertainment, cruises
and other travel packages.
2. Reward points earned on HSBC Premier MasterCard can be redeemed for
miles on airlines like Jet Airways, Kingfisher, Indian and Singapore Airlines
with up to 4air miles on every Rs.100/- spent and can be redeemed when
accounts for number of air miles for a particular destination.
3. PVR Tickets for Gurgaon Customers can also be redeemed for points earned
for the money spent on HSBC Premier credit/debit Cards.
4. Food and Drink Vouchers can also be redeemed for premier customers.
5. Discount Coupons for premier customers at Shopping malls can also be
redeemed.
6. HSBC has invited its customers to attend Live Plays at Sea fort.

 Can you put some light on account security for members of HSBC Premier?

1. Immediate help for lost cards or wallets and replacement on the very next day.

66
 What all events do you organize for your HSBC Premier members?

1. HSBC invites its Premier Customers to various meetings, seminars and

talks to Luxury Hotels over dinner and cocktails.
2. HSBC has invited its customers to attend Live Plays at Sea fort.
3. Free Movies at PVR for whole family.
4. HSBC Premier has organized a lunch show at Hotel Ashoka by Hema
Malini.
5. Premier has regularly organized events with the AMALTAS Society of
Laburnum, because 60% of Laburnum residents hold accounts at HSBC
Premier Gurgaon.
6. HSBC Premier had organized a modern art and painting exhibition cum
sale at the branch itself exclusively for premier customers that won huge
accolades from the customers.
7. HSBC Premier had recently organized a Golf event at Golden Green
Golf Resorts Gurgaon only for premier customers, and in the past HSBC
Premier has regularly organized Day/Night Golf Events at DLF Golf Club
and Delhi Golf Club.
8. HSBC had recently organized a Premier show of English Movie
Namesake at PVR Saket.
9. HSBC Premier regularly organizes investors meet at every launch of a
fund in Premier Hotels in and around Gurgaon which generally takes place
once or twice a month.
10. HSBC is right now scheduled to exhibit a live theatre performance
featuring Mahesh Manjrekar and _ at Radisson NH-8 only for its premier
customers.

67
 What all facilities do you provide to HSBC Premier Members’ family members?

For HSBC, The Family of any Premier Customer of HSBC is a Premier customer.
Therefore, all family members inherit the esteem of HSBC Premier by default.

 What overseas help items do you provide to HSBC Premier Members?

o For banking purposes?

1. International Recognition: Walk into any International Premier Centre out of

250 of them present all over the world, show the Premier ATM/Debit/Credit
Card and they’ll immediately resolve your problems with basic banking
transactions and provide you with preferential access to all the services.
2. One world, one helpline any language and country, everything made local only
to premier customers.
3. Immediate help for lost Premier cards or wallets and replacement on the very
next day.
4. A premier customer can access all his HSBC accounts through the world with a
single log on.
5. Free fund transfer between premiers present in different countries in different
currencies.
6. HSBC Premier Credit Card is acceptable at 24mn locations around the world.
7. HSBC Premier offers better exchange rate of foreign currency, to its premier
members than other regular account holders.

68
 o For investment purposes?

1. All premier customers are guided regularly with all latest updates on wealth
management whichever country they are in at present or whichever country they
hold a premier account.
2. They are informed about every up-to-the-minute investment opportunity and
securities floated in the market and are invited to various fund launch get-
togethers at leading hotel lounges irrespective of their presence anywhere in the
world.

69
 What products are offered from HSBC bank to HSBC Premier Members?

HSBC has tie ups with almost all the mutual fund, equity, insurance, asset management
companies and offer products to its premier customers at better rates with respect to its
regular customers.

To be precise:
1. Portfolio Classification
a. Growth Funds
b. Income Funds
c. Balance Funds
d. Money Market Mutual Funds
e. Specialized Funds
f. Leveraged Funds
g. Index Funds
h. Hedge Funds

2. Functional Classification
a. Open Ended Schemes
b. Closed Ended Schemes

3. Geographical Classification
a. Domestic Funds
b. Offshore Funds

70
 What are different plans for mutual funds generally or with HSBC?

In order to cater to a range of investors, there are various investment plans like

• Growth Plans
• Income Plans
• Dividend Re-investment Plan
• Systematic Investment Plan (SIP)
• Systematic Withdrawal Plan (SWP)
• Retirement Pension Plan
• Insurance Plan

 Who all are your Wealth Management Partners?

HSBC has a tie up with almost all

• Mutual funds,
• Equity,
• Insurance and
• Real estate companies

to manage wealth for their premier account holders.

71
 How would you rank the services from the following foreign banks to their
Premier/Priority customers?

HSBC Premier at HSBC - ______2_____

Van Gogh at ABN Amro - ______3_____

Priority Banking at Standard Chartered - ______4_____

Citigold at Citibank - ______1_____

72
 5.7.MARKET STRATEGY TO PENETRATE FOR
HSBC PREMIER GURGAON

HSBC Premier is one of the globally linked up banking

service that enables you to explore and seize rich opportunities the world has to offer.

In addition to a host of value added services, you will be provided with a Relationship
Manager, who will partner you at every stage of life to understand your goals and help
you chart a course for your success.

The Strategy for HSBC Premier to grow in the vicinity of Gurgaon on the basis of
Analysis and Comparison of all the contemporary foreign banks around is as follows:

Suggestions regarding branch Environment:

1. HSBC Premier does not have a good parking space at Gurgaon Branch. A good
parking space is essential for an elite customer. It is also a part of service from the
bank to the customer.
2. Premier Lounge at Gurgaon branch is comfortable but at times jam-packed place
to sit, that can me embarrassing sporadically, this should be averted and the entire
block should be covered for the premier only.

73
 3. There should be someone to greet customers at front office desk and make them
sit and relax when their Relationship Manager is being called. The client should
not have to wonder which way to go.
4. HSBC should also provide the Real Estate Advisory Services for its premier
customers.
5. Internet Access should be from a private cabin and in the premier lounge.

Suggestions regarding making new customers:

1. New joining of senior corporatists in various multinational companies should be

tracked regularly through personal contacts/referrals as well as through
professional surveys.

2. Owners of all registered private limited companies should be

3. Personal visits to the premier customers should be very frequent along with
telephone calls.
a. Optimum frequency, after having asked few premier customers, should be
bi-monthly for broad-spectrum/common motives
b. And they should be as recurrent as possible for new securities being
offered and plans/promotions/schemes.

4. Premier Customers should be given regular emancipation and free-ships, and

should be made to realize that they are being benefited by being a premier
member to the bank. Classes should be made for the differentiation of the services
which should depend on the amount of money of the customer that lies with the
bank, thereby, basic bank policy services being the same for example:

a. Class 5: Above 25 and below 50Lakhs

74
 i. HSBC should invite its Premier Customers to various meetings,
seminars and talks to Luxury Hotels over dinner and cocktails Free
PVR Tickets and Shopping coupons/vouchers or discount coupons
for this class of premier customers.
ii. Invite regularly these premier customers to attend live plays like
the recently done at Sea Fort.
iii. This class of customers should be given regular discount on
various services at premium Gymkhana/Golf clubs in the vicinity,
if the customer doesn’t own the membership, then proper guidance
should be given on that, and discounts should be given on the
membership fee as well to the customer.
iv. Immediate help for lost cards or wallets and replacement with in
one day.
v. Family of any Premier Member of HSBC should be a Premier
Member by default.

b. Class 4: Above 50 and below 90Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free
PVR Tickets and Shopping coupons/vouchers or discount coupons
for this class of premier customers.
ii. Free food and drink vouchers at premier lounges in various luxury
hotels and clubs for customers with family.
iii. Invite regularly these premier customers to attend live plays like
the recently done at Sea Fort.
iv. Premier customer earns 2 reward points on every Rs.100/- spent on
the premier card which thereby provides more ways to indulge in
broader world of opportunities with shopping, dining,
entertainment, travel packages.

75
 v. This class of customers should be given regular discount on
various services at premium Golf clubs in the vicinity, if the
customer doesn’t own the membership, then proper guidance
should be given on that, and discounts should be given on the
membership fee as well to the customer.
vi. Immediate help for lost cards or wallets and replacement with in
one day.
vii. Family of any Premier Member of HSBC should be a Premier
Member by default.

c. Class 3: Above 100 and below 180Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free
PVR Tickets and Shopping coupons/vouchers or discount coupons
for this class of premier customers.
ii. Free food and drink vouchers at premier lounges in various luxury
hotels and clubs for customers with family.
iii. Invite regularly these premier customers to attend live plays like
the recently done at Sea Fort.
iv. Premier customer earns 2 reward points on every Rs.100/- spent on
the premier card which thereby provides more ways to indulge in
broader world of opportunities with shopping, dining,
entertainment, travel packages.
v. This class of customers should be given regular discount on
various services at premium Gymkhana/Golf clubs in the vicinity,
if the customer doesn’t own the membership, then proper guidance
should be given on that, and discounts should be given on the
membership fee as well to the customer.
vi. Reward points earned on HSBC Premier MasterCard should be
redeemed for miles on airlines like Jet Airways, Kingfisher, Indian

76
 and Singapore Airlines with up to 4air miles on every Rs.100/-
spent
vii. Immediate help for lost cards or wallets and replacement with in
one hour.
viii. Family of any Premier Member of HSBC should be a Premier
Member by default.

d. Class 2: Above 180 and below 250Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free
PVR Tickets and Shopping coupons/vouchers or discount coupons
for this class of premier customers.
ii. Free food and drink vouchers at premier lounges in various luxury
hotels and clubs for customers with family.
iii. Invite regularly these premier customers to attend live plays like
the recently done at Sea Fort.
iv. Premier customer earns 2 reward points on every Rs.100/- spent on
the premier card which thereby provides more ways to indulge in
broader world of opportunities with shopping, dining,
entertainment, travel packages.
v. This class of customers should be given regular discount on
various services at premium Gymkhana/Golf clubs in the vicinity,
if the customer doesn’t own the membership, then proper guidance
should be given on that, and discounts should be given on the
membership fee as well to the customer.
vi. Reward points earned on HSBC Premier MasterCard should be
redeemed for miles on airlines like Jet Airways, Kingfisher, Indian
and Singapore Airlines with up to 4air miles on every Rs.100/-
spent

77
 vii. Immediate help for lost cards or wallets and replacement with in
one hour.
viii. Family of any Premier Member of HSBC should be a Premier
Member by default.

e. Class 1: Above 250Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free
PVR Tickets and Shopping coupons/vouchers or discount coupons
for this class of premier customers.
ii. Free overseas travel package can gifted to an extremely brand
worthy customer of this Premier Class.
iii. Free food and drink vouchers at premier lounges in various luxury
hotels and clubs for customers with family.
iv. Invite regularly these premier customers to attend live plays like
the recently done at Sea Fort.
v. Premier customer earns 2 reward points on every Rs.100/- spent on
the premier card which thereby provides more ways to indulge in
broader world of opportunities with shopping, dining,
entertainment, travel packages.
vi. This class of customers should be given regular discount on
various services at premium Golf clubs in the vicinity, if the
customer doesn’t own the membership, then proper guidance
should be given on that, and discounts should be given on the
membership fee as well to the customer.
vii. Reward points earned on HSBC Premier MasterCard should be
redeemed for miles on airlines like Jet Airways, Kingfisher, Indian

78
 and Singapore Airlines with up to 4air miles on every Rs.100/-
spent
viii. Immediate help for lost cards or wallets and replacement with in
one hour.
ix. Family of any Premier Member of HSBC should be a Premier
Member by default.

5. HSBC Premier Gurgaon should start the service of property advice for premier
customers and should link up with local estate agents & builders for the purpose.

6. Regular Updating and testing of various services being provided to the premier
customers at the branch level, using dummy customers drill exercises.

7. All relationship managers should be tested regularly with drill exercises and tests
so as to test their banking knowledge and capabilities which will help them
comply with the policies of the bank to provide hassle free premier customer
experience.

8. Premier Service Managers should also be given proper training for crisis as well
as customary service to the premier customers and should remember all the rules,
regulations, terms and conditions of various securities as well as the bank itself.
They should be tested on the same regularly as well.

9. If and when required, one PSM should individually be allotted to one PRM
because very often it is observed that PSM is overloaded with the tasks, which
thereby devalues the services and hence the name of the Bank.

10. Bank’s automated processes should be much more efficient than what they are at
present, since this factor may kill and deflate the energy levels of PRMs and
PSMs.

79
6. REFERNECES

6.1. Internet References

 http://www.hsbc.co.in
 http://www.abnamro.co.in
 http://www.standardchartered.co.in
 http://www.citibank.co.in

6.2. Research References

 HSBC Bank, JMD Plaza Building, MG Road, Gurgaon, Haryana.

 Standard Chartered Bank, New Delhi, 2-3 Vasant Lok, New Delhi.
 ABN AMRO Bank, Vatika First India Place Tower B Ground Floor, MG
Road, Gurgaon, Haryana.
 Citibank, Ground Floor, DLF Square, M Block Jakaranda Marg, DLF,
Phase-II, Gurgaon, Haryana.

80