A Report on.

HRM Practice of HSBC, Bangladesh

Human Resource Management (HRM301)

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Prepared ForKamrul Hasan Assistant Professor, Department of Business Administration East West University Prepared ByOmiya Sanjina Rahman [2009-1-10-141] Mahmuda Sharmeen Rahman [2008-1-10-140] Saiful Islam Sohel [2005-2-16-020]
Date of Submission: December 15, 2010

Letter of Transmittal:
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December 15, 2010 Kamrul Hassan, Assistant Professor, Department of Business Administration, East West University Subject: Submission of the report titled HRM Practice of HSBC, Bangladesh

Dear Sir, We are writing this letter to inform you that we have prepared our term paper on HSBC Bank. We tried to gather information to make our research paper specific and coherent. Through the procedure of preparing the research paper, we have collected and used necessary data from relevant sources. We tried our level best to make applicable and feasible research so that it will be as effective as it was expected to be. We consider providing any information or clarification if necessary. We hope you will accept our report and kindly oblige. Sincerely Yours, Omiya Sanjina Rahman [2009-1-10-141]

Mahmuda Sharmeen Rahman [2008-1-10-140]

Saiful Islam Sohel [2005-2-16-020]

Table of content
Chapter 1: Introduction___________________________________Error! Bookmark not defined.
1.1 1.2 1.3 Origin of the Report:___________________________________Error! Bookmark not defined. Objective of the Study:_________________________________Error! Bookmark not defined. Scope:_______________________________________________Error! Bookmark not defined.

1.4 1.5 1.6 2.1: 2.2 2.4

Methodology:_________________________________________Error! Bookmark not defined. Limitations:__________________________________________Error! Bookmark not defined. Report Preview:_______________________________________Error! Bookmark not defined. History of the Organization_____________________________Error! Bookmark not defined. Mission, Vision, Goal, Strategy__________________________Error! Bookmark not defined. Products, Services, Customers, Market:___________________Error! Bookmark not defined.

Chapter 2: Organization__________________________________Error! Bookmark not defined.

2.5 Future Plan of the Organization_____________________________Error! Bookmark not defined.

Chapter 3: Findings & Analysis____________________________Error! Bookmark not defined.

3.1 HR Activities :____________________________________________Error! Bookmark not defined. 3.2 Recruitment & Selection___________________________________Error! Bookmark not defined. 3.3 Training & Development___________________________________Error! Bookmark not defined. 3.4 Posting and Transfer:______________________________________Error! Bookmark not defined. 3.5 Benefits & Rewards:_______________________________________Error! Bookmark not defined. 3.6 Promotion:_______________________________________________Error! Bookmark not defined. 3.7 Leave:___________________________________________________Error! Bookmark not defined. 3.8 Resignation:______________________________________________Error! Bookmark not defined.

Chapter 4: Conclusions and Recommendations_______________Error! Bookmark not defined.

4.1 Conclusion_______________________________________________Error! Bookmark not defined. 4.2 Recommendation_________________________________________Error! Bookmark not defined.

Appended Parts_________________________________________Error! Bookmark not defined.

Bibliography:________________________________________________Error! Bookmark not defined.

Financial Statement______________________________________Error! Bookmark not defined.

Financial Statement 2009______________________________________Error! Bookmark not defined.

A cknowledgement
We would like to take this opportunity to acknowledge our honorable course instructor Kamrul Hassan for giving us the opportunity to prepare this report. During the entire preparation period

of the term paper, his help, patience, dedication and candid suggestions have made the job an easier one and helped us in our way of proving our potential.

We also want to thank the group members, who were very much active, friendly and cooperative to complete this task.

Acknowledgements to our families and friends for their support and motivation, without which the completion of this task would have been impossible.

Last but not the list is the huge resources we found in internet should be spoken of. Gratitude for the people who lend us their hand with suggestions over the net, where we found most of the research works from where we extracted some ideas and adopted those. Acknowledgement should be passed to those people who helped us throughout the work directly and indirectly by providing necessary information and support.

Executive summary:
Banking Industry is the potential industry where the growth of a country depends a lot. In Bangladesh banking industry is also very influential. This industry is very big in Bangladesh and holds a lot of skilled employees. So Human Resource Management (HRM) is very much applicable as well as practiced in the banks of Bangladesh. HSBC is known as the worlds local 5

bank. It also has reached to the Bangladeshi market not only to boost up the banking system of onshore but also offshore banking. To compete the global challenge HSBC has developed a skilled and efficient workforce. This large employee force is managed totally by the HR department of HSBC. This HR department meets all the requirements of the employees from salary to rewards, hiring to firing employees and other important developing trainings. HSBC is known as the worlds local bank. It also has reached to Bangladesh. To compete the global challenges HSBC has developed a skilled and efficient workforce. This large employee force is managed totally by the HR department of HSBC. This HR department meets all the requirements of the employees from salary to rewards, hiring to firing employees and other important developing trainings. Additionally, we have discussed about the HSBC, its background, history, kind of services they provide, along with the. We have especially tried to know the overall activities of HRM department of HSBC.

In this report the Overall work of the human resource department will be focused and described. To know the details of the company we interviewed some HR personnel or HSBC and other information were collected and gathered with the help of the internet. HSBC is the organization where actually the HR activities are applied with a huge effort, and the outcome is also very satisfying.

TIME AND SCHEDULE OF THE REPORT WORK

SL.

The Works that have done

1 Month
1st Week 2nd Week 3rd Week 4th Week

1. 2. 3. 4.

Meeting With Sir Visiting the organization Meeting with group members Preparing the report Submission Date

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Chapter 1: Introduction
With the increase in the size and complexity of business organization, man has become the most important factor in business. Business needs people as owners, employees, and consumers. Organizations need people to make them operated. An organization is nothing without human resource. Of all the resources, the most important one is human resource, because human beings play a dual role-as resource, as well as a motive force for all other resources by manipulating them, by the way of developing, utilizing, commanding and controlling. So Human Resource 7

Management (HRM) functions include recruitment, selection, training and development, performance appraisal, compensation and industrial relation in an organization.

Our report is focused on the HR activities that HSBC practices to develop its organization. After the survey and gathering all the information, it is found that HSBC practices all the basic functions of HRM and this bank also practices other HR strategies like Strategic testing, HPWS, HRIS etc. This report provides the details about the organizations :
Planning and Recruitment

Selection and testing Benefits and rewards Training and Development

1.1 Origin of the Report:

According to our honorable course instructor Engr. Kamrul Hassan, we have selected HR Practices in HSBC as our topic. And we have focused working on How Efficiently HSBC is Engaged in HR Practices in the Organization.

1.2 Objective of the Study:

Writing a formal report properly and gather information on particular area of HR department of the organization and how efficiently the HRD is running their operation which will help us To learn a HR practices of the organization To achieve knowledge To get acquainted with the journal paper To learn how to prepare report on HRM To combined theoretical knowledge into practical knowledge To recommend strategies to improve the overall service quality through motivational factors of employees.

1.3 Scope:
This is focused on one single organization not many Vast things can be represented on HR Practices in HSBC. But we have focused on primary on the way the HRD is running their operation and how much efficient it is. To meet us the research world of HRM

1.4 Methodology:
To prepare the report Online facility has been used. Different web sites have been visited. Some of the employees from the management team of the organization were contacted. For making the final report Microsoft Word has been used. Company Annual report has been collected.

1.5 Limitations:
Lack of data in some particular areas Lack of computer laboratory facility Lack of proper date for reference Lack of money to buy the internet journals Lack of time

1.6 Report Preview:

The report will present the whole organizational view of HSBC including History of the organization Mission, Vision, Goal and Strategy of the organization Organizational structure and size Products, Services, Customers and Markets Future plan of the organization

The report will also present the HR function in HSBC including Recruitment.

Chapter 2: Organization

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2.1: History of the Organization

The HSBC group is named after its founding member, The Hong Kong and shanghai Banking Corporation Limited which was established in 1865 to finance the growing trade between china and Europe.HSBC Private Bank is the marketing name for the private banking business conducted by the principal private banking subsidiaries of the HSBC Group worldwide. HSBC Private Bank, together with the private banking activities of HSBC Trinkaus & Burkhardt, known collectively as Global Private Banking, provides services to high net worth individuals and their families through 91 locations in some 39 countries and territories in Europe, the AsiaPacific region, the Americas, the Middle East and Africa. At 31 December 2009, profits before tax were US$1,108 million and combined client assets under management were US$460 billion. In Bangladesh, the HSBC Group's history dates back to 1996 when The Hongkong and Shanghai Banking Corporation (HSBC) Ltd opened its first branch. Today, the HSBC Group offers a comprehensive range of financial services in Bangladesh including commercial banking, consumer banking, payments and cash management, trade services, treasury, and custody and clearing. General Background Opened first Bangladesh branch in December 1996 Network of 13 offices: 12 branches, 1 sub-branch and an offshore banking unit 922 employees as of June 2010

2.2

Mission, Vision, Goal, Strategy

Mission:
Having regard to ethical values; to meet its customers financial needs in the fastest and most appropriate way, to continue innovative works in order to achieve: human resource with superior qualities, technological infrastructure and service packages.

Vision:
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To be valued by the employees as the best company to work for and by the clients as an exceptional business partner.

Goal:
To exceed customer expectations in service quality. To be a pioneer in the implementation of technologies those create distinction for its customers, employees and shareholders. To keep its reliability at the utmost level with the contribution of its strong capital structure and liquid assets. To make a positive contribution to the community To respect meritocracy during hiring processes, improving knowledge and skills of its employees, creating the mostly preferred work environment

Strategy:
People Attract, retain and reward top performers Execution Perform with skill and speed Customer-Centred Always provide exceptional customer service Efficiency Lower costs and use resources wisely Profitable Growth Grow sales and increase revenues Credit Quality Maintain credit quality and understand the role in managing losses

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Ownership Own performance and results

"We aspire to be one of the world's great specialist banking groups, driven by Commitment to our core philosophies and values"

Leading in chosen markets Delivering an outstanding client experience based on excellence in sales, services and solutions Achieving a superior, ethically based, long-term return for the shareholders Building highly motivated, high-performance teams Creating a challenging, rewarding and fun work environment

2.3

Organization Structure and Size:

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Region Americas Asia-Pacific Europe Middle East & Africa Algeria Argentina Armenia Australia Austria Bahamas Bahrain Bangladesh Belgium Bermuda Brazil British Virgin Islands Brunei Darussalam Canada Cayman Islands Channel Islands Chile China Colombia Cook Islands Costa Rica Czech Republic Egypt El Salvador France Georgia Germany Greece Guatemala Honduras Hong Kong SAR Hungary India Indonesia

Number of offices 4,009 1,156 2,542 The Line of Business in (HSBC) 284 Investment Practices 2 Payment and Cash 173 Management 7 Custody and Clearing Trade Services 35 Personal Financial Services 1 Personal Credit Operation 6 Customer Services Branch Operation 9 Personal Loans 12 Commercial Banking 2 Leasing, Finance and 14 Factoring Payment and Cash 1,449 Management 3 Trade Services 12 Human Resources (Salary, 273 Benefit, Appointment etc) Insurance Services 13 Network Service Center 40 4 2.4 Products, Services, 165 28 Customers, Market: 1 36 Products: 3 79 HSBC asset products 82 Home Loan 422 Home Equity Loan 1 Car Loan 15 Partial Secured Loan 20 Personal Installment Loan 1 Travel loan 79 Student loan 331 1 Life style loan 147 Wedding loan 211 14

 Furniture loan Motorbike loan CNG conversation loan

Other Loan Product Personal Secured Loan Personal Secured Credit

HSBC liability products Current Account Savings Account Savings Plus Power vantage Amanah Account Time Deposit Account Monthly Interest Bearing Time Deposit Account

HSBC Savings Plan

Childrens Savings Plan Education Savings Plan Holyday Savings Plan Peace of Mind Savings Plan Retirement Savings Plan Smart Savers Plan Family Protection Plan

Products for non resident Bangladeshis

Foreign currency current account: A non-interest bearing transactional account to be opened with funds remitted from abroad. US Dollars, Pound Sterling and Euro. 15

 Foreign currency time deposit account: An interest bearing time deposit account. Tenors ranging from 1 to 12 months. Private non-resident taka account: This account can be opened with taka or funds remitted from abroad. This is a local currency account and can be opened as an interest paying savings account or non-interest bearing current account. Wage Earner Development Bond (WEDB) and US Dollar Bond (USDB): Government bonds issued by the Bangladesh Bank, especially for the NRBs. Personal secured credit: A taka credit facility secured by foreign currency time deposit, WEDBs or USDBs. Personal secured loan: A fixed loan secured by foreign currency time deposit, WEDBs or USDBs.

Services:
Personal Banking:

With 12 branches and 1 sub-branch, 33 ATMs and 8 Customer Service Centres in Dhaka, Chittagong and Sylhet and Business Development offices in 7 Export Processing Zones. HSBC offers a full range of personal banking and related financial services including current and savings accounts, personal loans, time deposits, travellers cheques and inward and outward remittances.

Commercial banking:

Commercial banking is a traditional strength of the HSBC Group. In Bangladesh, HSBC is a popular choice for customers because of the Group's international reach and a wide range of financial services and products. HSBC has an offshore banking unit (OBU) licence and can therefore also provide foreign currency financing to qualifying customers. In addition, there are 7 business development centres in the country's major 7 EPZ areas including Dhaka, Chittagong, Adamjee, Mongla, Comilla, Karnaphuli and Ishwardi.

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Corporate and institutional banking:

Corporate and institutional banking provides dedicated relationship management services to HSBC's clients in major corporate and financial institutions. The Bank's focus is on fostering long-term relationship based on its international connections and extensive knowledge of Asia and Asian business. HSBC Net: HSBC Net, a proprietary computer-based software package, provides customer with an instant link into the HSBC Group's international computer network, allowing them to perform transactions and obtain a diverse range of up-to-date information 24 hours a day, 365 days a year. Trade & Supply Chains: Trade finance and related services are a long-standing core business of HSBC based on the depth and spread of its corporate customer base, highly automated trade processing systems and extensive geographic reach. Payments and cash management: HSBC is one of the leading providers of payments and related services to financial institutions, corporate and personal customers in Bangladesh. Underpinned by the Group's extensive network of offices and capabilities, payments and cash management assists companies in efficient cash management through the provision of payments, collections, liquidity and account services. Custody and clearing: HSBC is a leader in custody and clearing in the Asia Pacific region and the Middle East. The network uses advanced securities clearing system, which was developed in-house and provides round-the-clock online real-time access to clients' securities portfolios. Investment banking and markets: This division brings together the advisory, financing, asset management, equity securities, private banking, trustee, private equity, and treasury and capital market activities of the HSBC Groups. Treasury and capital markets: 17

HSBC's treasury and capital markets business ranks among the largest in the world and serves the requirements of supranational, central banks, international and local corporations, institutional investors, and financial institutions as well as other market participants. Amanah: HSBC Amanah is the global Islamic financial services division of the HSBC Group, responsible for the development of Islamic financial products for distribution to customers of the HSBC Group. It was established in 1998 and is now based in Dubai, UAE with regional offices in the UK, USA, Saudi Arabia, Malaysia, Indonesia, Bangladesh, Singapore and Brunei. HSBC Bangladesh currently offers Amanah Current Account and Amanah Import Finance.

Markets:
The HSBC Group's Global Markets business ranks among the largest in the world. Operating through 87 treasury centers in more than 60 countries and territories, the business combines sophisticated global coverage with a broad understanding of local markets and regulations. In Bangladesh, our fully integrated sales, trading team leverages on HSBC's global platform to provide treasury solutions of international standards to Bangladeshi clients. We offer a wide range of financial products and services covering foreign exchange and money market. Our dynamic corporate and trading team provides up-to-date market intelligence, advice and timely execution of deals to our customers throughout the trading day.

2.5 Future Plan of the Organization

As, the organizations unique business model and values have made a difference for its clients in their business results. It is the organizations future plan to continue to offer exceptional services and products so that our clients can leverage our global resources to their advantage. The company has a number of projects in hand and it always tries to attract new customers to have new projects in hand.

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Chapter 3: Findings & Analysis

HR Practices
HSBC is the bank where all the employees are monitored under an effective HR department. This department of the organization playing the role of implied authority of HSBC. Internal and external all the situations and considerations related to human is monitored and operated by the HR department. Eventually this bank uses all the basic functions of HR to run the organizations. Among those specifically: Recruitment Selection Training and development Compensation management HRIS (Human Resource Informational Systems) HPWS is practiced (High Performance Work Systems) HSBC also applies some strategic HR methods for selecting the most logical and efficient candidates.

Strategic HRM practices of HSBC

HSBC has a strong HR culture in the organization, and it is maintained very tactically. HSBC practices all the HR basic activities, also offers strategic training sessions for its employees for the growth career.

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Train Selecti Recruit Apprai Benefits HR ing & on & ment Plannin sal Compens Evalua g tion ation

Fig: HRM Practices of HSBC 20

The Size of HRD

In the banking sector employees are not in a huge number in a firm. Banks need highly skilled employees. HSBC is a large bank in Bangladesh.

They have about 830 employees in the total organization. HSBCs HR department is consisted about 82 employees who are controlled by 10 managers among that number. Every branch of HSBC is monitored by the HR department employees. These employees are highly qualified and skilled in their respective job positions. Big branches are monitored by minimum 20 HR personnel and small branches are controlled by minimum 3 to 6 employees. So the whole organization runs in a stable way in terms of the HR activities of the employees.

3.1 HR Activities :
HSBC bank has a strong HR culture in the organization, and it is maintained very tactically. As it is said HSBC practices all the HR basic activities, this bank also offers strategic training sessions for its employees for the growth career. Lets have a glance of the functions that HSBC applies: International market competitive compensations Personal and organizational benefits and rewards European standard training sessions Performance metrics 21

Organizational charts Diverse recruitment process Proficiency development program (PDP) Advanced HRIS (Human Resource Information System) Four Step selection process

3.2 Recruitment & Selection

Recruitment Process
External Recruitment HSBC uses some external sources for recruitment. These are: Internet Off shoring College recruiting Referrals Advertising HSBCs training and development activities are very high in quality so the recruiters emphasize to recruit internal capable candidates for the respective post. HSBC also uses HRIS for succession planning. It is also a method of the internal recruitment of HSBC. The selection of external recruits consists of the following steps: CV Submission Potential candidates interested in joining the bank are required to send their complete curriculum vitae. An acknowledgement of receipt is sent for all submitted applications to the candidate's email. Application Evaluation The Human Resources department evaluates all incoming applications, against prerequisite abilities and skills set for all current openings. All applications are kept based on strengths and specialization, for future reference. Ability Tests Potential candidates will be invited to participate in aptitude tests (i.e. numerical, verbal, English and psychometric) when deemed necessary.

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 Capability Based Interviews To ensure that our recruitment process is fair and consistent, all candidates who are successful at the exams are invited for a capability based interview. Interviews are based against capabilities, required for each position for which the candidate is interviewed for. A capability or competency is an ability described in terms of skills & behaviors that are essential to effectively perform within a job. Reply Letters At all stages of the process candidates are kept informed of the status of their application with an email reply letter. Job Offer If a candidate successfully reaches the final stage, a position offering is made in conjunction with a competitive reward package.

Internal Selection

Internal recruiting is very high in HSBC. Internal selection is done through competency based recruiting, succession process.

Selection
HCBC runs Final Selection Centers (FSCs) in a number of key global locations, including London, Chicago, Hong Kong, Mexico and Dubai. If a candidate completes the telephone interview successfully, they will invite to the location most appropriate to them. In Bangladesh 23

face-to- face selection is done in the head HR departments office where the job is described eventually. The final step to success

The FSC is a two way process. It is a candidates opportunity to meet a number of current IMs (international Managers) and find out as much as possible about their experiences. HSBC wants candidates to be able to make an informed decision a candidate should receive an IM offer. The FSC consists of a number of capability based exercises, including: Face-to-face interview Group exercise Written case study Presentation Role play There is nothing candidates can do to prepare in advance for the FSC, other than to relax and be you. This is our opportunity to see how candidates perform in a number of different situations, against clearly defined criteria. HSBC also wants to get to know candidates better and understand what drives you towards the IM program. Head Hunting process is very effective for HSBC. Through this they can easily recruit and select top level managers, though they are offering a very attractive compensation.

3.3 Training & Development

HSBC believes that primary competitive advantage comes from our employees. It is their ability to provide a superior customer experience to its customers that sets it apart from other financial services companies. In the ever changing financial services industry, all of us must continuously upgrade our skills and knowledge in order to maintain this competitive advantage. HSBCs goal is to attract, retain and motivate the very best, and to do that it supports training, development, and business education through the following

Internal Training Programmers:

Seminars, workshops and locally tailor made training on a variety of topics are offered directly by HSBC Training and Development Department at our training centre located at Motijheel.

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 External Courses:
Job related courses, seminars, workshops and conferences developed and presented at HSBC Offices in Asia and also at Group Training and Management Development Centre at Bricketwood, UK.

Distance Learning:
Web-based and multimedia self-study programmes available through our Intranet and multimedia Learning Centers located in our HSBC offices.

Resident Management Trainee Programme (RMT Programme):

The Resident Management Trainee programme (RMT) aims to select a group of high potential executive trainees and provide them training and development opportunities. The RMT programme gives potential executives effective and systematic training to acquire an excellent understanding of the commercial operations and business functions. The RMT programme ensures that successful applicants, with the right training, will have the ability and potential to reach the highest level of management within HSBC Bangladesh, and possibly beyond. General Benefits from Employee Training & Development

Increased job satisfaction & morale among employees Increased employee motivation Increased efficiencies in progresses, resulting in financial gain Increased capacity to adopt new technologies and methods Increased innovation in strategies and products Reduced employee turnover Enhanced company image e.g., conducting ethics training ( not a good reason for ethics training ) Risk management e.g., training about sexual harassment, diversity training

3.4 Posting and Transfer: An employee first joins in the Human Resource Department (HRD) in the Corporate Office. After accept his/her joining s/he is posted to Branch Office. Before to get the posting order employee doesnt know in which Branch s/he will be posted. All jobs are transferable in this HSBC. The Competent Authority has the right to transfer employees of the Bank from one department to anther department or from one branch to another 25

branch of the Bank. Human Resource Department keeps one copy of posting in employees personal file and the copy of posting order distribute among employee, the FVP and manager of employees branch, DMD and head of Corporate Affairs and Administration, Managing Directors Secretariat Bank Asia Limited, the FVP and manager of branch where employee will be posted and IT Department.

3.5 Benefits & Rewards:

HSBC continually evaluates and reviews its employee benefits to needs and to manage their diverse life.

Rewards Salaries

Market competitive remuneration package subject to annual review where individual performance is recognized. Performance Bonus

Market competitive annual bonus based on results and individual performance. Incentive Schemes Market competitive incentive schemes in specific business areas. 26

Share saves Achievement Shares Benefits

Employees are entitled to buy HSBC shares at a 20 percent discount on the market price. HSBC shares may be granted annually, depending on position and individual performance. Private pension plan Private medical plan for employees and dependents Life and accident insurance Medical check ups Banking products with preferential pricing

Private pension plan

Private medical plan for employees and dependents Life and accident insurance Medical check ups Banking products with preferential pricing Nursery and summer camp allowances Bank car, parking space and allowances, depending on position Eid children party, annual employee party etc
Market competitive remuneration package and annual cash bonuses. Health plan and routine medical allowance including optical and dental treatment.

Short and long-term disability coverage, as well as life insurance. Paid leave for marriage, maternity, sickness and vacation. Staff banking privileges, including special interest rates for car loans, sundry loans and home loans. An active Sports and Social Club. Development opportunities and career support. Retirement benefits

3.6 Promotion:
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The criteria for promotion to a specified post usually merit-cum-seniority. A person will be eligible for promotion if he has the satisfactory records of service, meets the criteria for promotion, and has clear recommendation for promotion in his/her Annual Confidential Report(ACR). If there is any departmental proceeding in underway against him/her or any penalty other than censure or warning has been imposed on him/her within the last three years then the employee will not be promoted.

3.7 Leave:
HSBC grants different kinds of leave for their employees. But all of the leave must be logical and necessary. HSBC grants only limited leave. The bank mainly offers earn Leave, disability leave, study leave, maternity leave and casual leave. If an employee enjoys excessive leave or without prior notice, he/she will have to show cause to the proper authority. He/she even may be punished by cutting salary .

3.8 Resignation:
In case of resignation, an employee has to inform to Human Resource Department. He/she should notice Human Resource Department before a proper time period. If he/she fail to inform before a proper time period then his/her salary would be cut. After an employee applying for resignation Human Resource Department will query all the branches that the employee has any transaction with any branch or not. If the branches reports are ok then the Head of HRD approve his/her resignation and send to the employees Branch Manager.

Chapter 4: Conclusions and Recommendations

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4.1 Conclusion
HSBC is a very big organization in Bangladesh. This organization is also very important and influential in the industry. Human resource department is a basic part of business now days. So to run a business this department has a lot of activities to do. HSBCs HR department is the department from where the organization is actually monitored and controlled over time. In Bangladesh HSBC is operating for 13 years and have grown significantly. So after all the details it is clear that to run an organization effectively and efficiently it must have to do some HR jobs. Coz the resource of an organization helps it to grow. And the effective use of the resource makes the organization to reach up to its expectations and objectives. Human resource is considered as the most important resource of business and to use this asset HRM has no alternatives. As for saying HSBC, it uses its most important resource by developing and satisfying every need of the employees which helps a lot to increase the OCBs (organizational citizenship behavior) positivity. Bangladesh is very young in HR practices. Most of the organizations are not concerned about the HRM practices. By using HRM organizations of Bangladesh can be more efficient than before and overall monitoring process will be more effective as well as beneficial. HRM actually maintains and creates organizational culture. A strong organizational culture is the key of its success. Considerably, we all hope that every organization of Bangladesh will soon start to practice all the HR activities for their long term growth.

4.2 Recommendation
HSBC is one of the most flourishing Banks of the Bangladesh with wide growth opportunities in the industry. The research gave valuable insights as to where improvements were necessary to improve the quality of service. HSBC with its strong corporate image and organizational strength

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can successfully utilize the opportunities and overcome its weaknesses. In this section, a list of recommendation is presented based on the whole report:

Complaint Management

HSBC should focus actively manage the complaints of the employees and encourage employees to give feedback about the performance. The management should collect, document complaints, use that information to identify dissatisfied employees, correct individual problems where possible and identify common failure points. Research showed that this strategy will radically improve the overall employee satisfactions.

Focus on Relationship Strategy

The Bank should focus more on new employees in order to build strong and loyal relationship with HSBC as they are energetic and try to show their skills. Thus the power of relationship will foster positive word of mouth communication and will new employees.

Employee Training
Employee training and workshops should be administered in order to give them knowledge and professionalism in customer interactions. With a more professional base, employee can better satisfy the customers. They should be taught about how to deal with customers problem and problematic situation. The survey showed significantly low scores for employees willingness to help. Thus this aspect should be considered.

Individual Attention and Care

Individual attention should be given to the customers in order o better understand their needs and satisfy them. Build the skill on employees that ways.

Appended Parts

References:
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www.hsbc.bd.com www.hsbc.com www.iisd.com www.bangladesh-bank.org www.citehr.com www.authorstream.com

www.scribd.com

Bibliography: Khaled Moinul Islam Associate Personal Financial Services Banani Branch
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HSBC Bank

Md. Hussain al shahariar Senior HR officer Gulshan Branch HSBC Bank Syed Mahbubul Haq HR officer Gulshan Branch HSBC Bank

RECRUITMENT FORM:

The world's local bank

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Please fill in the following fields in English only Fields with asterisk (*) are mandatory Personal Data Title:

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Bottom of Form

Copyright HSBC Greece 2010. All rights reserved.

Financial Statement
Financial Statement 2009
Onshore financial statements Balance Sheet Profit and Loss 34

Statement of Changes in Equity Cash Flow

Offshore financial statements Balance Sheet Profit and Loss Cash Flow

35

Amanah financial statements Balance Sheet Profit and Loss Cash Flow

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JOURNALS:

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