Recruitment and selection of Insurance Companies

PREFACE

People are a company’s most important assets. They can make or break the fortunes
of a business. In today’s highly competitive business environment placing the right
people in the right position is very critical for the success of any organization.

The recruitment and selection decision is of prime importance as it is the vehicle for
obtaining the best possible person-to-job fit that will, contribute significantly towards
the Company's effectiveness. It is also becoming increasingly important, as the
Company evolves and changes, that new recruits show a willingness to learn,
adaptability and ability to work as part of a team. The Recruitment & Selection
procedure ensures that these criteria are addressed

In this project report I have studied Recruitment and Selection process of ICICI
Prudential Life Insurance and attempted to provide some ways so as to make
recruitment more effective and to reduce the cost of hiring an employee.

I am privileged to be one of the students who got an opportunity to do my training

with ICICI Prudential Life Insurance. My involvement in the project has been very
challenging and has provided me a platform to leverage my potential in the most
constructive way.

ICICI Prudential Life insurance is one of India's leading financial institutions offering
complete financial solutions that encompass every sphere of life. In a short span of
time,ICICI has set an example by having a steady and confident journey to growth
and success.

During the training period I have studied of Recruitment & Selection Process in
ICICI Prudential Life insurance Company and did a SWOT analysis of ICICI
Prudential Life Insurance to find out the existing shortcomings and potential threats
and thereby recommended suggestions.

This project however is an attempt to share as best as possible my experience in

corporate world with all my colleagues and my faculty.
I would be delighted to receive reader’s comments which maybe valuable lessons for
my future projects.

EXECUTIVE SUMMARY

In today’s rapidly changing business environment, organizations have to respond

quickly to requirements for people. The Financial market has been witnessing growth
which is manifold for last few years. Many private players have entered the economy
thereby increasing the level of competition. In the competitive scenario it has become
a challenge for each company to adopt practices that would help the organization
stand out in the market. The competitiveness of a company of an organization is
measured through the quality of products and services offered to customers that are
unique from others. Thus the best services offered to the consumers are result of the
genius brains working behind them. Human Resource in this regard has become an
important function in any organization. All practices of marketing and finances can be
easily emulated but the capability, the skills and talent of a person cannot be emulated.
Hence, it is important to have a well-defined recruitment policy in place, which can be
executed effectively to get the best fits for the vacant positions. Selecting the wrong
candidate or rejecting the right candidate could turn out to be costly mistakes for the
organization. Therefore a recruitment practice in an organization must be effective
and efficient in attracting the best manpower.

Coverage –The extent and limitation

With largest number of life insurance policies in force in the world, insurance
happens to be a mega opportunity in India. Its business is growing at 15-20% annually
and presently is of the order of Rs. 450m. Together with banking sector it adds about
7% to the GDP.

Like in the case of BPO’s, Insurance sector too faces the problem of attrition.
Thus, recruitment is an ongoing process carried through out the year. The project is
based on the study of recruitment process. The various recommendations suggested
have been the result of the study. The idea is to generate ways of dealing with high
attrition and making hiring process manageable and efficient.
Data Used

There were mainly two sources of data collection

Ø Primary data:

Ø Survey method

Ø Personal interview with candidates

Ø In depth conversation with the placement agency

v Secondary data:

Ø Study of recruitment policy

Ø Websites

Ø Published articles

Research methodology used

v Study of recruitment and selection at ICICI Prudential Life Insurance by the

manual provided by the HR department;

v Web sites

v Journals

v Magazines

v Books

Findings

v Recruitment is done throughout the year more during the months of May-June
and Oct-Nov;

v Huge investment of time;

v Huge recruitment cost;

To pursue these, I would be going through the recruitment policies of the company.
By active participation in the recruitment process, the areas where improvement can
be bought about can be identified.

Thus the whole research would be done under the guidance of external guide. It will
also involve recruitment and selection processes, reading the material provide
internally by the organization, information from the new employees.

Introduction
1.1 Introduction Of The Insurance Industry
Overview

The story of insurance is probably as old as the story of mankind. The same instinct
that prompts modern businessmen today to secure themselves against loss and disaster
existed in primitive men also. They too sought to avert the evil consequences of fire
and flood and loss of life and were willing to make some sort of sacrifice in order to
achieve security. Though the concept of insurance is largely a development of the
recent past, particularly after the industrial era – past few centuries – yet its
beginnings date back almost 6000 years.

The first two decades of the twentieth century saw lot of growth in insurance business.
From 44 companies with total business-in-force as Rs.22.44 crore, it rose to 176
companies with total business-in-force as Rs.298 crore in 1938. The Insurance Act
1938 was the first legislation governing not only life insurance but also non-life
insurance to provide strict state control over insurance business.

Some of the important milestones in the life insurance business in India are:

1818: Oriental Life Insurance Company, the first life insurance company on Indian
soil started functioning.

1870: Bombay Mutual Life Assurance Society, the first Indian life insurance company
started its business.

1912: The Indian Life Assurance Companies Act enacted as the first statute to
regulate the life insurance business.
1928: The Indian Insurance Companies Act enacted to enable the government to
collect statistical information about both life and non-life insurance businesses.

1938: Earlier legislation consolidated and amended to by the Insurance Act with the
objective of protecting the interests of the insuring public.

1956: 245 Indian and foreign insurers and provident societies are taken over by the
central government and nationalized. LIC formed by an Act of Parliament, viz. LIC
Act, 1956, with a capital contribution of Rs. 5 crore from the Government of India.

The General insurance business in India, on the other hand, can trace its roots to the
Triton Insurance Company Ltd., the first general insurance company established in the
year 1850 in Calcutta by the British.

Some of the important milestones in the general insurance business in India are:

1907: The Indian Mercantile Insurance Ltd. set up, the first company to transact all
classes of general insurance business.

1957: General Insurance Council, a wing of the Insurance Association of India,

frames a code of conduct for ensuring fair conduct and sound business practices.

1968: The Insurance Act amended to regulate investments and set minimum solvency
margins and the Tariff Advisory Committee set up.

1972: The General Insurance Business (Nationalisation) Act, 1972 nationalised the

general insurance business in India with effect from 1st January 1973.

With largest number of life insurance policies in force in the world, Insurance happens
to be a mega opportunity in India. It’s a business growing at the rate of 15-20 per cent
annually and presently is of the order of Rs 450 billion. Together with banking
services, it adds about 7 per cent to the country’s GDP. Gross premium collection is
nearly 2 per cent of GDP and funds available with LIC for investments are 8 per cent
of GDP.

Yet, nearly 80 per cent of Indian population is without life insurance cover while
health insurance and non-life insurance continues to be below international standards.
And this part of the population is also subject to weak social security and pension
systems with hardly any old age income security. This itself is an indicator that
growth potential for the insurance sector is immense.
A well-developed and evolved insurance sector is needed for economic development
as it provides long term funds for infrastructure development and at the same time
strengthens the risk taking ability. It is estimated that over the next ten years India
would require investments of the order of one trillion US dollar. The Insurance sector,
to some extent, can enable investments in infrastructure development to sustain
economic growth of the country.

India has come a full circle from being an open competitive market to nationalization
and back to a liberalized market again. Tracing the developments in the Indian
insurance sector reveals the 360 degree turn witnessed over a period of almost two
centuries.

Present Scenario

The Government of India liberalized the insurance sector in March 2000 with the
passage of the Insurance Regulatory and Development Authority (IRDA) Bill, lifting
all entry restrictions for private players and allowing foreign players to enter the
market with some limits on direct foreign ownership.

The opening up of the sector is likely to lead to greater spread and deepening of
insurance in India and this may also include restructuring and revitalizing of the
public sector companies. In the private sector 14 life insurance and 8 general
insurance companies have been registered. A host of private Insurance companies
operating in both life and non-life segments have started selling their insurance
policies..

Life Insurance Market

The Life Insurance market in India is an underdeveloped market that was only tapped
by the state owned LIC till the entry of private insurers. The penetration of life
insurance products was 19 percent of the total 400 million of the insurable population.
The state owned LIC sold insurance as a tax instrument, not as a product giving
protection. Most customers were under- insured with no flexibility or transparency in
the products. With the entry of the private insurers the rules of the game have
changed.

The 12 private insurers in the life insurance market have already grabbed nearly 9
percent of the market in terms of premium income. The new business premiums of the
12 private players has tripled to Rs 1000 crore in 2002- 03 over last year. Innovative
products, smart marketing and aggressive distribution. That's the triple whammy
combination that has enabled fledgling private insurance companies to sign up Indian
customers faster than anyone ever expected. Indians, who have always seen life
insurance as a tax saving device, are now suddenly turning to the private sector and
snapping up the new innovative products on offer.

The private insurers also seem to be scoring big in other ways- they are persuading
people to take out bigger policies. Buoyed by their quicker than expected success,
nearly all private insurers are fast- forwarding the second phase of their expansion
plans.

Major Insurance Players

Licenses have been issued for the following companies

Ø ICICI Prudential Life Insurance Limited

Ø ICICI Prudential Life Insurance Company Limited

Ø HDFC Standard Life Insurance Company Limited

Ø Birla Sun Life Insurance Company Limited

Ø TATA AIG Life Insurance Company Limited

Ø Max New York Life Insurance Company Limited

Ø SBI – Cardiff Life Insurance Company Limited

Ø ING Vysya Life Insurance Company Limited

Ø Bajaj Allianz Life Insurance Company Limited

Ø MetLife Life Insurance Company Limited

Ø Aviva Life Insurance Company Limited

Ø AMP Sanmar Life Insurance Company Limited

Ø Sahara India Life Insurance Limited

 Ø Sri Ram Life Insurance Limited

Protection of the interests of policyholders:

IRDA has the responsibility of protecting the interest of insurance policyholders.
Towards achieving this objective, the Authority has taken the following steps:

v IRDA has notified Protection of Policyholders Interest Regulations 2001 to

provide for: policy proposal documents in easily understandable language; claims

procedure in both life and non-life; setting up of grievance redressal machinery;

speedy settlement of claims; and policyholders' servicing. The Regulation also

provides for payment of interest by insurers for the delay in settlement of claim.

v The insurers are required to maintain solvency margins so that they are in a

position to meet their obligations towards policyholders with regard to payment of

claims.

v It is obligatory on the part of the insurance companies to disclose clearly the

benefits, terms and conditions under the policy. The advertisements issued by the

insurers should not mislead the insuring public.

v All insurers are required to set up proper grievance redress machinery in their

head office and at their other offices.

The Authority takes up with the insurers any complaint received from the

policyholders in connection with services provided by them under the insurance

contract.

1.2 COMPANY PROFILE

ICICI Prudential Life Insurance

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank, a
premier financial powerhouse and Prudential plc, a leading international financial
services group headquartered in the United Kingdom.

ICICI was established in 1955 to lend money for industrial development. Today, it has
diversified into retail banking and is the largest private bank in the country. Prudential
plc was established in 1848 and is presently the largest life insurance company in UK.

ICICI Prudential is currently the No. 1 private life insurer in the country. For the
financial year ended March 31, 2005, the company garnered Rs 1584 crore of new
business premium for a total sum assured of Rs 13,780 crore and wrote nearly
615,000 policies.

The Company recognizes that the driving force for gaining sustainable competitive
advantage in this business is superior customer experience and investment behind the
brand. The Company aims to achieve this by striving to provide world class service
levels through constant innovation in products, distribution channels and technology
based delivery. The Company has already taken significant steps to achieve this goal.

India's Number One private life insurer, ICICI Prudential Life Insurance Company is
a joint venture between ICICI Bank-one of India's foremost financial services
companies-and Prudential plc- a leading international financial services group
headquartered in the United Kingdom. Total capital infusion stands at Rs. 23.72
billion, with ICICI Bank holding a stake of 74% and Prudential plc holding 26%.

ICICI Prudential was the first life insurer in India to receive a National Insurer
Financial Strength rating of AAA (Ind) from Fitch ratings. For three years in a row,
ICICI Prudential has been voted as India's Most Trusted Private Life Insurer, by The
Economic Times - AC Nielsen ORG Marg survey of 'Most Trusted Brands'. As we
grow our distribution, product range and customer base, we continue to tirelessly
uphold our commitment to deliver world-class financial solutions to customers all
over India.

FACT SHEET

THE COMPANY

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank, a
premier financial powerhouse, and Prudential plc, a leading international financial
services group headquartered in the United Kingdom. ICICI Prudential was amongst
the first private sector insurance companies to begin operations in December 2000
after receiving approval from Insurance Regulatory Development Authority (IRDA).

ICICI Prudential's capital stands at Rs. 23.72 billion with ICICI Bank and Prudential
plc holding 74% and 26% stake respectively. For the first quarter ended June 30,
2007, the company garnered Rs. 987 crore of weighted retail + group new business
premiums and wrote over 450,000 retail policies in the period. The company has
assets held to the tune of over Rs. 18,400 crore.

ICICI Prudential is also the only private life insurer in India to receive a National
Insurer Financial Strength rating of AAA (Ind) from Fitch ratings. The AAA (Ind)
rating is the highest rating, and is a clear assurance of ICICI Prudential's ability to
meet its obligations to customers at the time of maturity or claims.

For the past six years, ICICI Prudential has retained its position as the No. 1 private
life insurer in the country, with a wide range of flexible products that meet the needs
of the Indian customer at every step in life.

Distribution

ICICI Prudential has one of the largest distribution networks amongst private life
insurers in India. It has a strong presence across India with over 680 branches and
over 235,000 advisors.

The company has over 23 bancassurnace partners, having tie-ups with ICICI Bank,
Federal Bank, South Indian Bank, Bank of India, Lord Krishna Bank, Idukki District
Co-operative Bank, Jalgaon Peoples Co-operative Bank, Shamrao Vithal Co-op Bank,
Ernakulam Bank, 9 Bank of India sponsored Regional Rural Banks (RRBs), Sangli
Urban Co-operative Bank, Baramati Co-operative Bank, Ballia Kshetriya Gramin
Bank, The Haryana State Co-operative Bank and Imphal Urban Cooperative Bank
Limited.

Products Insurance Solutions For Individuals

ICICI Prudential Life Insurance offers a range of innovative, customer-centric

products that meet the needs of customers at every life stage. Its products can be
enhanced with up to 4 riders, to create a customized solution for each policy holder.

Savings Solutions

• Save’n’Protect is a traditional endowment savings plan that offers life

protection along with adequate returns.
• CashBak is an anticipated endowment policy ideal for meeting milestone
expenses like a child’s marriage, expenses for a child’s higher education or
purchase of an asset.
• LifeTimeSuper offer customers the flexibility and control to customize the
policy to meet the changing needs at different life stages. Each offer 4 fund
options — Preserver, Protector, Balancer and Maximiser.
• LifeLink Super is a single premium Unit Linked Insurance Plan which
combines life insurance cover with the opportunity to stay invested in the stock
market.
• Premier Life Gold is a limited premium paying plan that offers customers life
insurance cover till the age of 75.
• InvestShield Life New is a unit linked plan that provides premium guarantee on
the invested premiums and ensures that the customer receives only the benefits
of fund appreciation without any of the risks of depreciation.

· InvestShield Cashbak is a unit linked plan that provides premium guarantee

on the invested premiums along with flexible liquidity options.

Protection Solutions

• LifeGuard is a protection plan, which offers life cover at very low cost. It is
available in 3 options – level term assurance, level term assurance with return
of premium and single premium.
• HomeAssure is a mortgage reducing term assurance plan designed specifically
to help customers cover their home loans in a simple and cost-effective manner.

Child Plans
 · SmartKid education plans provide guaranteed educational benefits to a child
along with life insurance cover for the parent who purchases the policy. The
policy is designed to provide money at important milestones in the child’s life.
SmartKid plans are also available in unit-linked form – both single premium
and regular premium.

Education Insurance Plans

· Education insurance under the SmartKid brand provides guaranteed

educational benefits to a child along with life insurance cover for the parent
who purchases the policy. The policy is designed to provide money at
important milestones in the child's life. SmartKid plans are also available in
unit-linked form - both single premium and regular premium
Retirement Solutions

• ForeverLife is a retirement product targeted at individuals in their thirties.

• Market-linked retirement products
• LifeTime Super Pension is a regular premium market-linked pension plan.
• Golden Years: is a limited premium paying retirement solution that offers tax
benefits up to Rs 100,000 u/s 80C, with flexibility in both the accumulation and
payout stages.

Health Solution

• Health Assure and Health Assure Plus: Health Assure is a regular premium
plan which provides long term cover against 6 critical illnesses by providing
policyholder with financial assistance, irrespective of the actual medical
expenses. Health Assure Plus offers the added advantage of an equivalent life
insurance cover

· Cancer Care: is a regular premium plan that pays cash benefit on the
diagnosis as well as at different stages in the treatment of various cancer
conditions.

· Diabetes Care and Diabetes Care Plus*: 1st ever critical illness insurance
cover for diabetics.

· Hospital Care*: Hospital Care offers a Cashless hospitalization facility in

more then 3000 network hospitals

· Crisis Cover : is a 360-degree product that will provide long-term coverage

against 35 critical illnesses, total and permanent disability, and death
 Note (*) products Re-launched on 1st July 2006

Group Insurance Solutions

ICICI Prudential also offers Group Insurance Solutions for companies seeking to
enhance benefits to their employees.

ICICI Pru Group Gratuity Plan: ICICI Pru’s group gratuity plan helps employers fund
their statutory gratuity obligation in a scientific manner. The plan can also be
customized to structure schemes that can provide benefits beyond the statutory
obligations.

ICICI Pru Group Superannuation Plan: ICICI Pru offers a flexible defined
contribution superannuation scheme to provide a retirement kitty for each member of
the group. Employees have the option of choosing from various annuity options or
opting for a partial commutation of the annuity at the time of retirement.

ICICI Pru Group Term Plan: ICICI Pru’s flexible group term solution helps provide
affordable cover to members of a group. The cover could be uniform or based on
designation/rank or a multiple of salary. The benefit under the policy is paid to the
beneficiary nominated by the member on his/her death.

Flexible Rider Options

ICICI Pru Life offers flexible riders, which can be added to the basic policy at a
marginal cost, depending on the specific needs of the customer.

1. Accident Benefit: If death occurs as the result of an accident during the term of
the policy, the beneficiary receives an additional amount equal to the rider sum
assured under the policy. If the death occurs while traveling in an authorized mass
transport vehicle, the beneficiary will be entitled to twice the sum assured as
additional benefit.

2. Accident & Disability Benefit: This rider option pays 10% the sum assured
under the rider every year till next 10 years on Accidental Permanent Disability of
2 Organs.

3. Critical Illness Benefit: protects the insured against financial loss in the event of
9 specified critical illnesses. Benefits are payable to the insured for medical
expenses prior to death.
4. Income Benefit: This rider pays the 10% of the sum assured to the nominee every
year, till maturity, in the event of the death of the life assured. It is available on
SmarKid, SecurePlus and CashPlus

5. Waiver of Premium: In case of total and permanent disability due to an accident, the
premiums are waived till maturity. This rider is available with SecurePlus and
CashPlus.

Choice of Six Investment Options :-

ICICI prudential offers you the opportunity of selecting between investment options
to match your investment priorities.

1) Protector:-

An Investment Option with investment indebt and money market instruments.

2) Maximiser :-

An investment option with investment in equity and equity related

instruments.

3) Balancer :-

An investment option with investment in a mix of equity and debt oriented

instruments.

4) Preserver :-

An investment option with investment in low-risk instruments like cash and

call

money markets.

5) Flexi Growth:-

New Fund (NFO) launched in March 2007, Long term returns from an equity
portfolio lare,mid and small cap companies.

6) Flexi balanced:-

Balance of capital appreciation and stable returns from an equity (large,mid &
small cap companies) & debt portfolio.
 Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Company the dominant new
insurer in the life insurance industry. This they hope to achieve through their
commitment to excellence, focus on service, speed and innovation, and leveraging our
technological expertise.

The success of the organisation will be founded on its strong focus on values and
clarity of purpose. These include:

· Understanding the needs of customers and offering them superior products

and service
· Building long lasting relationships with their partners
· Providing an enabling environment to foster growth and learning for their
employees

And above all building transparency in all our dealings.

They believe that they can play a significant role in redefining and reshaping the
sector. Given the quality of their parentage and the commitment of their team, they
feel that tere will be no limits to their growth.

DISTRIBUTION

ICICI Prudential has one of the largest distribution networks amongst private life
insurers in India, having commenced operations in 150 cities and towns in India,
stretching from Bhuj in the west to Guwahati in the east, and Jammu in the north to
Trivandrum in the south.

The company has 9 bank partnerships for distribution, having agreements with ICICI
Bank, Bank of India, Federal Bank, South Indian Bank, Lord Krishna Bank, and some
co-operative banks, as well as over 300 corporate agents and brokers. It has also tied
up with NGOs, MFIs and corporates for the distribution of rural policies.

ICICI Prudential has recruited and trained more than 1, 90,000 insurance advisors to
interface with and advise customers. Further, it leverages its state-of-the-art IT
infrastructure to provide superior quality of service to customers

RegisteredOffice :
ICICI Towers 9thfloor, Bandra-Kurla Complex
Mumbai - 400 051.
Tel: 494 3232

Regional Office :
8th floor EROS Coorporate Tower,Nehru place,

New Delhi-110011.Tel:46554405

Delhi office :

3rd floor
Videocon Towers
E-1, Rani Jhansi Road
New Delhi - 110055. Tel: 601 3232

ICICI Prudential Life Insurance opens office in Dubai

In a move to consolidate its position in the Gulf region, ICICI Prudential Life
Insurance (ICICI Prudential), India's No. 1 private life insurance company, today
opened its representative office in Dubai, becoming the first private life insurer from
India to open an office in the Emirate.

At ICICI Prudential we offer pragmatic, world-class solutions. Put simply,

solutions with a lot of common sense. Solutions that take care of your four basic
financial needs - Earning, Saving, Investing and Spending. So you live your life to the
fullest, sans worries.

The Project Report on Recruitment and Selection Process - Recommendations,

Conclusions, Learning Process are in the next chapter.
 Project Report Recruitment-Selection
Process Insurance Companies

OBJECTIVES OF THE PROJECT

Every task is undertaken with an objective. Without any objective a task is rendered meaningless. The main
objectives for undertaking this project are:

 To understand the internal Recruitment process at ICICI Prudential Life Insurance

 To identify areas where there can be scope for improvement

 To give suitable recommendation to streamline the hiring process

METHODOLOGY

The insurance sector is marked with a high level of attrition and therefore recruitment process becomes a
crucial function of the organization. At ICICI Prudential Life Insurance, recruitment is all time high during May-
June and Oct-Nov. The attrition is high among the sales managers, unit mangers mostly in the sales profile. The
recruitment is high during these months due to the fact that March and September are half year closing and business
is high during Jan-Mar. Thus it is only after March that people move out of the companies.

Since my summer training was in the months of May-June, it gave me the opportunity of involving myself
directly with the recruitment process and analyzing the process so that suitable recommendations can be given. This
project is centered on identifying best hiring practices in the insurance industries. It therefore requires great amount
of research work. The methodology adopted was planned in advance so as to collect data in the most organized way.

My area of focus was the recruitment and selection particularly at ICICI Prudential Life Insurance. I was
directly involved with the recruitment for candidates for the sales profile. I was particularly involved with the
sourcing of candidates for the regions outside Delhi such as M.P, U.P and Rajasthan.
 Before any task was undertaken, we were asked to go through the HR policies of ICICI Prudential Life
Insurance so that we get a better understanding of the process followed by them.

 The first task was to understand the various job profiles for which recruitment was to be done.

 The next step was to explore the various job portals to search for suitable candidates for the job profile.

 Once the search criteria were put, candidates went through a telephonic interview to validate the information
mentioned in their resume.

 A candidate matching the desired profile was then lined for the first round of Face to Face interview in their
respective cities.

 Firstly the candidate had filled up the personal data form(pdf).

 Then the candidates INTERVIEW EVALUATION SHEET which is provided by interviewer was crosschecked
by the HR team. If they think that the candidate was good to hire or not.

 When a candidate cleared his first round, he is then made to take an online aptitude test. We created the online
aptitude test. It the HR department, which has the exclusive rights to assign test, codes to the candidates. Each
code was unique and could be used only once by a candidate.

 I was involved in assigning codes and administering the test

 Once the candidate completed his first assessment, his scores were checked. If he cleared his cut-off he was
given another test.

 I had the responsibility to make sure that candidates complete all formalities and had to regularly follow up
with them.

 Since we received many resumes, it was essential that a database be maintained to keep a track. It was
convenient method than to stock up piles of papers. ICICI has their own database named as “PACE”, I update
all the records of the new joinees in that tracker. PACE containes all the information of a candidate such as
name, contact number, location etc.

 The external guide maintained a regular updating of the database.

 Understanding what kinds of database are maintained and how they help in keeping a record.
 I was also involved in maintaining a track of test codes given, the database for employee referrals, Database for
the resumes received through mails and response of advertisement.

RESEARCH METHODOLOGY
Date Source

Primary :- Through Questionnaires

Secondary :- Through Internet, Journals, News papers and Misc.

Data Collection Procedure :- Survey

Research Instrument :- Structured Questionnaire.

Sample Size : - 80

Sample Area : - work done in Delhi regional Office.

Sample procedure :- Random sampling.

PROJECT SCHEDULE :-

First 1 week :-Training program from the company.

Second week :-Collecting the primary and secondary data.

Third Fourth week :- Study Recruitment & Selection Process

Fifth week :-Designing the questionnaire .

Sixth week :-Conducting the survey in RO.

Seventh week :-Analysis of Data Collection.

Eighth week :-Final Report preparation and presentation.

 Limitations of the study

Every task is undertaken with an objective and accomplishment of

this objective determines our success.

Task:

The recruitment at ICICI Prudential Life Insurance involved a lot

search from the database and calling up candidates to check
whether they fit the job specification.

Difficulties:

 Candidates were reluctant to talk at times;

 Candidates who were contacted were not interested in Insurance on

many occasions;

 Candidates who were scheduled for interview would not turn up;

 Run out of database many times since most of them would have already
been contacted;

Task:

Candidates were to be searched from the job portals and called up

to be scheduled for an interview.

Difficulties:

 A summer trainees we could not separate systems to work on;

 At times many people had for couple of hours to work on the computer;
 Since STD calls had to be made, the availability of phone was limited, so
there was greater coordination required with respect to its usage and
maintains a time slot so that other person has a chance to use.

Task:

Inter company analysis through survey and questionnaire filling.

Difficulties:

 Did not secure cooperation easily;

 People asked lot of counter question so convincing them was a major

task;

 People did not disclose much about their employee details.

Topic Information

RECRUITMENT AND SELECTION

“The art of choosing men is not nearly so difficult as the art of
enabling those one has chosen to attain their full worth”.

Recruitment is the process by which organizations locate and attract

individuals to fill job vacancies. Most organizations have a continuing need to
recruit new employees to replace those who leave or are promoted in order
to acquire new skills and promote organizational growth.

Recruitment follows HR planning and goes hand in hand with selection

process by which organizations evaluate the suitability of candidates. With
successful recruiting to create a sizeable pool of candidates, even the most
accurate selection system is of little use

Recruiting begins when a vacancy occurs and the recruiter receives

authorization to fill it. The next step is careful examination of the job and
enumeration of skills, abilities and experience needed to perform the job
successfully. Other steps follow:

 Creating an applicant pool using internal or external methods

 Evaluate candidates via selection

 Convince the candidate

 And finally make an offer

Scope: To define the process and flow of activities while recruiting, selecting
and appointing personnel on the permanent rolls of an organization.

Authorization:

S.No Authorized Signatory

.
1 Head- Human resource
2 Managing director

Amendments and deviations:

Any amendments to and deviations from this policy can only be authorized
by the Head-human Resources and the Managing Director.

Exclusions:

The policy does not cover the detailed formalities involved after the
candidate joins the organization.

ACTIVITY FLOW
The organization philosophy should be kept in mind while formulating the
recruitment procedure.

The HR department would set the recruitment norms for the

organization. However, the onus of effective implementation and compliance
with the process rests with the heads of the respective functions and
departments who are involved in the recruitment and selection process.

The process is aimed at defining the series of activities that needs to

be performed by different persons involved in the process of recruitment, the
checks and control measures to be adopted and information that has to be
captured.

Recruitment and Selection is conducted by:

 HR & Branch Manager

 Functional Head

RECRUITMENT PLANNING

Recruitment planning on the basis of budget

A. The manpower planning process for the year would commence

with the company’s budgeting activity. The respective
Functional heads would submit the manpower requirements of
their respective functions/ departments to the board of
Directors as part of the annual business plan after detailed
discussion with the head of human Resource Function along
with detailed notes in support of the projected numbers
assumptions regarding the direct and indirect salary costs for
each position.

B. A copy of the duly approved manpower plan would be

forwarded by the HR department for their further actions
during the course of the year. The annual budget would specify
the manpower requirement of the entire organization, at
different levels, in various functions/departments, at different
geographical locations and the timing of the individual
requirements. It would also specify the requirement budget,
which is the cost allotted towards the recruitment of the
 budgeted staff and the replacement of the existing employees.
The manpower plan would also clearly indicate the exact time
at which the incumbent should be on board in such a way that
the Regional HR has adequate notice for the time lapses
involved in sourcing any other activities.

C. The Regional HR’s would undertake the planning activity and

necessary preparations in advance of the anticipated
requirements, as monthly and quarterly activities on the basis
of the approved budget, estimated separations and
replacements therefore.

D. The vacancies sought to be filled or being filled shall always be

within the approved annual manpower budget and no
recruitment process shall be initiated without the formal
concurrence of the Head of the Regional HR under any
circumstance. Head of the Regional HR shall also have the
responsibility to monitor the appointments being considered at
any point of time with specific respect to the duly approved
manpower budgets.

Review of Manpower Plans and Additional Manpower

A. Review of manpower budgets shall take place on a quarterly basis. In

the event of any new position or any deviations to the original plans,
details of the positions maybe forwarded to the VP-HR along with the
adequate supporting information. The recommendations would
normally require a formal approval of the Managing Director.
Alternately, VP-HR may record the summary of his discussion with the
Managing Director and the MD’s approval on the recommendations, to
signify the final decision taken regarding the recommendations.

SOURCING OF SUITABLE CANDIDATES

Selection of Sources
 Regional HR would tap various sources/channels for getting the right
candidate. Depending on the nature of the position/grade, volumes of
recruitment and any other relevant factors, the Regional HR would use any
one multiple sources such as:

 Existing database (active application data bank);

 Employee referral as per any company scheme that may be approved

from time to time;

 Advertisement in the internet/newspapers/magazines/company’s sites/job

sites or any other media;

 Placement Agencies (particularly for positions of Managers and above);

 Headhunting firms particularly for senior positions, specialist positions

and critical positions;

 Direct recruitment from campuses/academic institutes;

 Job websites and

 Any other appropriate sources.

The norms for using any of the sources are not water tight. Number of
positions, criticality of positions and the urgency of the positions,
confidentiality requirements, relative efficacy and cost considerations would
play a role in the choice of the appropriate sourcing mechanism.

ADVERTISEMENTS

 All recruitment advertisements (in any form and any medium) shall
always conform to the KLI compliance norms and would not be released
by any department or branch without the approval of the VP-HR.
depending on the specifics of each position for which recruitment
advertisements are to be released, Regional HR may obtain assistance
from the company’s marketing department and/or any external
advertising agencies for the preparation of the contents. Key features of
 the positions as notified by the Functional Heads would normally form a
part of the advertisement text.

 The media for releasing advertisement would depend on the level of the
position being considered and the urgency of the requirements.

 The advertisement mode that could be broadly specified as newspapers

(local or mainline depending on requirements), internet sites and business
magazines.

Placement Agencies/Headhunting Agencies

 Depending upon the vacancies, fresher fitting different description listed

above may be recruited from time to time, from academic institutes of
appropriate standards/reputation/grade, in the requisite numbers and at
the compensation/stipend amounts to be formally approved of the VP-HR.
Plans for such recruitment need specific special approval of VP-HR. norms
regarding the identification of the appropriate institutes, constitution of
the selection panels, timings of the recruitment, number of candidates to
be recruited into different positions, choice of the appropriate selection
process and the tools thereof shall be decided by the Head of the
Regional HR in consultation with the VP-HR, depending on the specific
features of the position.

Screening the candidates

First level screening

The Candidates would be screened by the HR Manager/Branch

Manager for the respective locations. Screening would be on the basis of the
profile of the candidate and the departmental requirements.

This assessment will be with respect to:

a. The general profile of the candidate,

b. Personality fit of the candidate into the profile,
c. Aptitude/attitude of the candidate,
 d. Motives of the person to join the company and whether focus is
in the short term or is a long term player,
e. Basic skill level on our set of requirements, say numerically
ability, networking ability, etc
f. Establish the annual guaranteed cash compensation of the
individual and check whether the person would fit into the
system.
g. Explain the role of Sales manager to the applicant and check
the acceptance of the candidate for the same.

In case of need, the Regional HR may take a Tele interview of the candidate
for further assessment process.

Second Level Screening

Aptitude Test

If the first assessment is positive, the candidates will give the aptitude
test, once such test is selected approved by the company. The scoring,
interpretation and the generation of interview probes from that test will also
be done at this time. People who qualify the minimum criteria on this test will
be put up on to the Functional Head (VP’s in case of HO) for functional
assessment and suitability into the role.

Tied Agency Sales Manager candidates short listed by the BM have will
then take sales Aptitude test, once such a test is finalized. For the final
selection, the regional Manager (Business Heads for HO) will meet the
candidates short listed by the branch manager/VP. The chart specifying the
Minimum approval level for each level of recruitment is specified below:

Category Branch Area Business Managing

Manager/Chief Manager/AVP/VP Heads Director
Manager
CSE/ADVISORS Yes No No No

BIC Yes Yes No No

BM/CM Yes Yes Yes No
 SM Yes Yes Yes Yes

General Norms regarding interview Process:

A. Interviews should consider the entire data provided by the

candidate either through the formal CV or otherwise before
coming to a conclusion about the candidate. They may insist
on seeing the proof of the claims made by the candidate
regarding qualifications, experience and other achievements.
They may, at their discretion, decide to meet the candidate on
more than one occasion or to refer the candidate to another
panel.

B. Ratings on various attributes of the candidates shall be

recorded in the interview evaluation sheet, soon after the
interview is over. Along with these numerical ratings,
qualitative observations about the candidate and overall
decision regarding selection or otherwise (including a decision
to defer the induction, referral to another panel, considering for
another position) shall be forwarded to the associated
Recruitment Manager/ Head of Regional HR. Individual panel
members have the option of appending their additional
remarks/observations. No selection will be treated as final
unless the IES form is filled comprehensively. Suitably
appropriate IES formats may be created for specific positions.
C. Any discrepancies noticed by the panel members regarding the
authenticity of the data provided by the candidate should be
specifically and formally recorded on the IES form and suitably
high lightened.

D. Specific points to be probed during the reference check

process, if any, must also be clearly recorded and high
lightened on the IES forms.

Administrative Actions Regarding Interviews

 A. Scheduling and the venue of the interviews would be handled
by the recruitment team in consultation with the short listed
candidate and the selection panel members, after taking
mutual convenience into account. For field positions,
respective branch/regional heads would undertake this co-
ordination.
B. After the final round, if the candidate is selected, the complete
set of papers Personal Data Form, CV, job requisition no.,
Interview evaluation sheet ,reference check details,
educational details, along with the interviewer’s
recommendations and Reference check form should be
forwarded by the recruitment managers to recruitment head.
Fitment of the candidate into a grade and compensation
fitment shall be on the assumption of authenticity of the
information provided in the CV/application form.
C. An appropriate formal communication shall be sent to the
candidate whose candidature is not being taken forward, or
details of the verbal/telephonic communications provided to
the candidate shall be recorded on the candidates papers, by
the recruitment team/associated line managers. In the case of
interviews taking place at the branch/regional levels, similar
noting should be recorded on the individual candidate’s
papers.

Negotiations of the terms and conditions and other pre-appointment

formalities

A. In the case of sales-Tied Agency functions, the branch

managers will be allowed to fix the salary and grade of the
incoming sales manager, provided the compensation does not
exceed 20% of the candidates current cash salary. Any fitment
beyond this norms will need the approval of Head-HR. HR will
forward a worksheet to support the BM’s to evaluate the
appropriate cash CTC of the incumbent. For all other functions,
the compensation and grade would be fixed post a discussion
between the Head of the Regional HR and the associated
 AVP/VP. Any candidate being offered a CTC of more than 4lacs
will need the sign off from HEAD-HR. In appropriate cases, at
the discretion of the VP-HR, a deviation may be referred to the
Managing Director, for the MD’s formal approval.

B. Responsibility for negotiations and finalization of the terms

shall rest with the best Branch Manager/Associated Manager.
They may seek the assistance of the recruitment managers,
whenever required. Reference checks process should not
normally be initiated unless the candidate has indicated his
firm acceptance of the offer being made by us.

Reference checks

A. Normal, reference checks should be undertaken with at least one

reference. A second reference check will be done if considered
necessary. Responsible officials from the former employers, academic
institutes and/or any other eminent personalities can be considered as
appropriate references. Close relatives and friends cannot be
considered as references. Wherever feasible and considered
appropriate, a reference should be made with a senior official of the
candidate’s current employer. In case the candidate is currently un-
employed, reference should be made with the latest employer. The
format of reference check is to be used as a framework for conducting
the process.

B. Where the minimum two reference checks are not possible

(particularly with the current employer) or where there is a mixed
response from different sources, the matter may be to the VP-HR for a
final decision. Depending on the seniority and any other considerations
about the positions, VP-HR would normally consult the functional head
concerned, before coming to conclusions. Any candidate whose
credentials are doubtful shall not be recruited.

C. In case of recruitment of Management trainees, fresher and life

advisors as sales Managers no reference checks will be required.
Employment offer letter

A. When a recruitment Manager is fully satisfied about the

selection of the right candidate and about completion of all the
formalities connected with the appointment of candidate
including requisite documentation, satisfactory reference
check reports and medical fitness, he/she would forward the
relevant papers listed below to the head of recruitment.

 Personal Data form

 Employee requisition form duly filled by the regional Head/Branch

Manager

 Interview evaluation sheet filled by the regional head/Branch

manager/interviewer with his/her comments.

 Latest and updated resume of the candidate

 Photocopy of the appointment letter of the last employer or latest

salary slip.

 Employment details.

 Two Professional references.

 Language Proficiency.

B. Document check list for every grade is as follows:

 Authorization Release Form.

 Background check Form.

 Highest Education certificate.

 Highest Education marksheet.

 1 Month Salary Slip of Current Employer.

 1 Month Salary Slip of Last Employer.

 Relieving Letter of last Employment.

 Proof of Residence.

 2 Passport Size Photograph.

C. Regional HR manager will take the signature of Head-HR on the

employee requisition form and forward the papers to the
employee service team for issuance of the offer letter.

D. Employee services team will issue offer letter, to be signed by

the National Recruitment Manager or Chief Manager-HR, and
send the same to the concerned Branch Manager/ HR Manager.

E. It would be the responsibility of the Branch Manager/HR

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

F. The employee service team will follow up Branch

Manager/Regional HR Manager for the joining of the candidate
and will collect all relevant documents from the candidate
including the joining report, before issuing the appointment
letter. The employee service team may enlist the help of the
 Branch Manager to ensure that all necessary documents within
ten days o the person joining. After the of all necessary
documents, the employee service team will send the
appointment letter to the new joinee.

G. Once the documentation is complete for the new joinee

(including the accepted appointment letter), people who may
have joined before 20th of the month but have not been
included in the payroll for the month because of delay in
receipt of papers will be given ad-hoc salary advance (up to
maximum of 65% of the pro rated salary). This advance will be
adjusted once the person gets included in the subsequent
month’s payroll.

H. If the person does not submit the relieving letter from the
previous organization, where required to be submitted as per
the table given above, within three months of joining, the
employee service manager can put their salary on hold till such
time as the said documents are received.

Key tasks of Regional HR Head

Regional HR Head will have the authority and responsibility to

administer/implement the recruitment and selection process as outlined. An
illustrative list of the key deliverables of these incumbents is listed below.

 Ensuring inductions as per quality, numbers, time and cost consideration

of the company in accordance with the approved manpower budget.

 Creation of appropriate sourcing mechanism along with tracking the

performance of these mechanisms.

 Creation of quarterly and monthly recruitment plans

 Effective coordination with external parties such as candidates,

placement agencies, consultants, academic/professional institutes and
 any other including the custody of the formal agreements , tracking
timely payments and adjusted thereto

 Creation of comprehensive and appropriate tools, linkages, documents,

templates and any other mechanisms to ensure smooth execution of the
process requirement, along with timely improvements thereto

 Assistance to user department and line managers including in

interviewing/selection support, scheduling etc.

 Effective internal communication with user departments and line

managers including making the standard recruitment formats and other
templates easily available to such users and notifying the modifications to
such formats and templates.

 Creation and maintenance of qualitative information base regarding

candidates, placement agencies, campuses, institutes, and any other
employment-market information.

 Creation and maintenance of appropriate and high-quality MIS for current

and future needs of the organization, including publication/circulation of
appropriate reports there from to the relevant users within the company.

 Monitoring recruitment costs

 Complete documentation for the entire recruitment and selection process

for easy and quick retrieval in a readily auditable format

 Timely and effective communication with all internal and external parties
including the candidates

 Tracking the progress of the selected candidates including resignation,

extensions of probation periods/training period, etc for the purpose of
improvement to recruitment and selection process.

 Effective coordination with the post recruitment arm of the Human

Resource function
 Documentation and creating MIS regarding waiver, deviation, etc and
identifying the key areas for improvement in the formal recruitment and
selection process document.

SWOT Analysis of ICICI Prudential Life

Insurance’s Recruitment Process

Strengths Weaknesses
Brand equity of Kotak Mahindra Pre assessment tests are costly.
Bank.
Conversion of footfalls is low.
Rigorous Pre-Hiring assessment
tests to understand aptitude and Lengthy pre-offer formalities.
personality of candidates.
Huge employee turnover.
Proper reference checks to
ensure that only bonafide
candidates are appointed.

Adequate number of channel

partners to generate footfalls for
each location.

Footfall MIS being maintained at

each branch locally by Admin.

Opportunities
Campus recruitments have huge
potential for fulfilling manpower
requirements cost effectively.
Tie up with recruitment agencies
on supplying fixed number of
footfalls week on week.
Threats
Increasing number of private
players in insurance sector creates
ample choices, frequent and easy
mobility for employees.
Same channel partners are
handling all insurance companies.
This leads to same pool of
 Develop exclusive contract with
channel partners to meet the
manpower requirements.
Make blue form brief and to the
point.
candidates being circulated to all
partners.
Increasing spill over as a candidate
has more than one offer at the time
of making a job shift.

Reduce turn around time of As the insurance industry is small,

making an offer. senior level candidates hesitate to
meet HR of other companies for the
fear of grapevine.

RECOMMENDATIONS & SUGGESTIONS

Compress the "white space" in your hiring process.

White Spaces are delays in hiring process that are unproductive, waste time,
and virtually assure you'll lose talented candidates. Often the longest delays
occur between critical selection events. For example, a recruiter may need
several weeks to screen a few hundred resumes from the Web job boards, or
candidates who make it through screening may wait weeks to interview with
a hiring manager.

Here at ICICI Prudential Life Insurance, the delays occur when the outstation
candidates are called for interviews at Regional branches like Delhi and
Mumbai. Sometimes, because of busy schedule of senior managers and
sometimes because of tight schedule of candidate, the interview has to be
postponed. This delay could be minimized by scheduling interviews in the
regional locations. It is recommended to reduce the turnaround time for the
recruitment and selection process. It must be made mandatory for the
candidates to take the test, filling up forms etc within the stipulated time,
this will make sure that the candidates do not hold casual attitude and take
the recruitment process more seriously. Additionally it can send across a
positive image about the company. White space in recruitment can be
compressed by the use of IT also. Technology (such as automated or Web-
based tracking) is ideal for eliminating unnecessary steps and reducing
delays.

Tie up with more & more consultants from multiple segments

Since the limited placement agencies are sourcing candidates to all

insurance companies, there often comes the problem of duplication of data.
Therefore it is recommended that more and more consultants should be tied
up from multiple segments to attract large pool of new and fresh talent.

Know what you're looking for in candidates.

It is observed that the candidates sourced by placement agencies and
send for further rounds of interviews are rarely found suitable by the
hiring managers. Therefore, in case there is need to utilize the service of
a placement agency, then it is recommended that these placement
agencies be given a well drafted job description and job specification. This
can also be circulated to internal employees under the employee referral
scheme. This will help people to get a clearer picture and provide for most
suitable candidates. Thus making efficient utilization of the existing
resources.

Reduce the pre offer formalities:

Pre-offer documentation includes filling of a lengthy Blue form which includes

all personal, educational and professional details of candidate. This is very
time consuming and even after taking these details from candidate its not
sure that offer will be made or not. This also becomes frustrating for the
candidate sometimes. So, it is recommended that unnecessary details should
not be asked before we make the final offer to the candidate. Blue form
should be made consise.

One size doesn’t fits all

An effort must be made to study local condition, education levels. Since

applying common test for all candidates across entire country can
overshadow a candidates capabilities. This factor must be given
 importance since Indian society is divided on various parameters such as
education, language, infrastructure etc. A test with high level of English
and complicated sentence structure can be a hurdle in areas where
language itself is barrier. An option is to have different tests for different
regions.

Blend technology into every aspect of your recruiting and hiring

process.

Web-based technology lets you increase hiring speed and quality while
reducing costs. Currently, job boards constitute the biggest use of the
Web, offering access to thousands of resumes within hours. But the Web
can also be a powerful tool for screening and qualifying that flood of
resumes. Companies have begun to use the Web to collect and instantly
match data on candidate skills, motivations, and experiences against job
criteria. Other uses of Web-based technology include online interviewing,
candidate assessment and testing, applicant self-scheduling, and
tracking. Work the Web wisely and you save time for recruiters and hiring
managers and nab top candidates before your competitors can.

 It is recommended that apart from the person-job fit, method must be

devised to check for person-organization fit. A person-organization helps
to assess how well a candidate is suited the organization. Whether the
attitude he/she carries will promote both organizational as well personal
goals. This takes a great importance especially when attrition is high. It
will help the organization to retain its employees for a longer period of
time and less burden on recruitment staff.

Build and manage your candidate pool as a precious resource.

A "candidate pool" is a group of individuals who have shown interest in

working for your company and are qualified for and ready to fill certain
positions. Rather than undertaking the time-consuming process of filling
one job at a time, you draw on the candidate pool and fill jobs as they
become available. How do you keep a pool active? Some companies send
their newsletters to pool candidates, give them product coupons, and
 keep in touch through e-mail. Pool management is not easy in a tight
labor market --good candidates often go elsewhere. But many
organizations, especially those with a reputation as a great place to work,
are able to fill positions quickly using the pool concept.

Create winning impression even on those who are not selected

Its very important to create a favorable impression of your organization

on all those who come for interview. Those who are not selected in the
first round of personal interview should also carry this impression that
they have missed the opportunity to work in a great company. For this,
there must a proper coordination of the interview of the candidate and
greater degree of professionalism. A candidate when invited for a
interview must be attended as soon as possible and should be made to
wait for hours together. Interviews conducted on a scheduled time leave a
good impression on the candidate. Even if he is not selected, a good
impression about the will make him recommend the name to his people.

CONCLUSION

Insurance is confronted with high attrition rate. Therefore it makes

recruitment a critical function in the organization. In order to grow and
sustain in the competitive environment it is important for an organization to
continuously develop and bring out innovations in all it activities. It is only
when organization is recognized for its quality that it can build a stability
with its customers. Thus an organization must be able to stand out in the
crowd.

The first step in this direction is to ensure competitive people come in

the organization. Therefore recruitment in this regard becomes an important
function. The organization must constantly improvise in its recruitment
process so that it is able to attract best in the industry in order to serve the
best. Thus the organization must look out for methods that can enable it to
adopt best recruitment practices.

LEARNINGS
Every endeavor undertaken to accomplish challenging goals, can only be successful
under the experienced and encouraging guidance. I am privileged to have undergone
training at ICICI Prudential Life Insurance. As learning never stops, my learning at
Kotak has come from a lot of exposure, on the job training and close interaction with
the corporate. In brief my learning and achievements can be summarized as under:

Understanding of person and profile fit.

Convince people about the job profile and to sell the job to the
prospective candidate;
Following up with the candidates during the entire selection process;
Learned to convince candidates about the offer rolled out and
making them accept the offer through effective communication;
Learning about salary fitments.
Communicating with the corporate;
Performance appraisals, its various types, implications and
significance;
Handling queries received from various quarters;
Managing HR department in the absence of HR manager;
Reply to official mails;
Prioritize issues according to their importance;
Field work exposure to tap candidates that further strengthened the
learning.