INDEX

Sr.

TITLE

Page No.

COMPANY PROFILE ICICI BANK

HISTORY OF ICICI BANK

3-9

INTRODUCTION TO HR POLICIES OF ICICI BANK

9-17

RESPONSIBILITIES OF HUMAN RESOURCE DEPARTMENT

18-22

No.

5
6

SWOT ANALAYSIS OF ICICI BANK

QUESTIONNAIRE

23-24
25-26

RESULTS, DATA ANALYSIS & DISCUSSIONS

27-34

FINDINGS & RECOMMENDATIONS

35

CONCLUSION

36

10

BIBLIOGRAPHY

38

COMPANY PROFILE ICICI BANK

ICICI Bank was established by the Industrial Credit and Investment Corporation of
India (ICICI), an Indian financial institution, as a wholly owned subsidiary in
1994. The parent company was formed in 1955 as a joint-venture of the World
Bank, India's public-sector banks and public-sector insurance companies to provide
project financing to Indian industry. The bank was initially known as the Industrial
1

Credit and Investment Corporation of India Bank, before it changed its name to the
abbreviated ICICI Bank. The parent company was later merged with the bank.
ICICI Bank launched internet banking operations in 1998..
ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public
offering of shares in India in 1998, followed by an equity offering in the form
of American Depositary Receipts on the NYSE in 2000. ICICI Bank acquired
the Bank of Madura Limited in an all-stock deal in 2001 and sold additional stakes
to institutional investors during 2001-02.
In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group,
offering a wide variety of products and services, both directly and through a
number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the
first Indian company and the first bank or financial institution from non-Japan Asia
to be listed on the NYSE..
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock
Exchange with its five million American depository shares issue generating a
demand book 13 times the offer size.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with
ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank
in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002 and
by the High Court of Judicature at Mumbai and the Reserve Bank of India in April
2002..
In 2008, following the 2008 financial crisis, customers rushed to ICICI ATMs and
branches in some locations due to rumours of adverse financial position of ICICI
Bank. The Reserve Bank of India issued a clarification on the financial strength of
ICICI Bank to dispel the rumours..
HISTORY OF ICICI BANK

1996: SCICI Ltd. A diversified financial institution with headquarters in Mumbai

1997: ITC Classic Finance. Incorporated in 1986, ITC Classic was a non-bank
financial firm that engaged in hire, purchase, and leasing operations. At the time of
being acquired, ITC Classic had eight offices, 26 outlets, and 700 brokers.
1998: Anagram Finance. Anagram had built up a network of some 50 branches in
Gujarat, Rajasthan, and Maharashtra that were primarily engaged in retail
financing of cars and trucks. It also had some 250,000 depositors.
2001: Bank of Madurai
2002: The Darjeeling and Shimla branches of Grindlays Bank
2005: Investitsionno-Kreditny Bank (IKB), a Russian bank
2007: Sangli Bank. Sangli Bank was a private sector unlisted bank, founded in
1916, and 30% owned by the Bahte family. Its headquarters were in Sangli
in Maharashtra, and it had 198 branches. It had 158 in Maharashtra and 31
in Karnataka, and others in Gujarat, Andhra Pradesh, Tamil Nadu, Goa, and Delhi.
Its branches were relatively evenly split between metropolitan areas and rural or
semi-urban areas.
2010: The Bank of Rajasthan (BOR) was acquired by the ICICI Bank in 2010 for
30 billion. RBI was critical of BOR's promoters not reducing their holdings in the
company. BOR has since been merged with ICICI Bank.
ICICIs role in Indian financial infrastructure.
The bank has contributed to the set up of a number of Indian institutions to
establish financial infrastructure in the country over the years;
National Stock Exchange - The National Stock Exchange was promoted by India's
leading financial institutions (including ICICI Ltd.) in 1992 on behalf of the
Government of India with the objective of establishing a nationwide trading
facility for equities, debt instruments and hybrids, by ensuring equal access to
investors all over the country through an appropriate communication network.
Credit Rating Information Services of India Limited (CRISIL) - In 1987, ICICI Ltd
along with UTI set up CRISIL as India's first professional credit rating agency.
CRISIL offers a comprehensive range of integrated products and service offerings
which include credit ratings, capital market information, industry analysis and
detailed reports.[19]
National Commodities and Derivatives Exchange Limited - NCDEX is an online
multi-commodity exchange, set up in 2003, by ICICI Bank Ltd, LIC, NABARD,
3

NSE, Canara Bank, CRISIL, Goldman Sachs, Indian

Cooperative Limited (IFFCO) and Punjab National Bank..

Farmers

Fertiliser

Financial Innovation Network and Operations Pvt Ltd. - ICICI Bank has facilitated
setting up of "FINO Cross Link to Case Link Study" in 2006, as a company that
would provide technology solutions and services to reach the underserved
and underbanked population of the country. Using cutting edge technologies
like smart cards, biometrics and a basket of support services, FINO enables
financial institutions to conceptualise, develop and operationalise projects to
support sector initiatives in microfinance and livelihoods..
Entrepreneurship Development Institute of India - Entrepreneurship Development
Institute of India (EDII), an autonomous body and not-for-profit society, was set up
in 1983, by the erstwhile apex financial institutions like IDBI, ICICI, IFCI and SBI
with the support of the Government of Gujarat as a national resource organisation
committed to entrepreneurship development, education, training and research..
Asset Reconstruction Company India Limited - Following the enactment of the
Securitisation Act in 2002, ICICI Bank together with other institutions, set up
Asset Reconstruction Company India Limited (ARCIL) in 2003, to create a
facilitative environment for the resolution of distressed debt in India. ARCIL was
established to acquire non-performing assets (NPAs) from financial institutions and
banks with a view to enhance the management of these assets and help in the
maximisation of recovery. This would relieve institutions and banks from the
burden of pursuing NPAs, and allow them to focus on core banking activities..
Credit Information Bureau of India Limited - ICICI Bank has also helped in setting
up Credit Information Bureau of India Limited (CIBIL), India's first national credit
bureau in 2000. CIBIL provides a repository of information (which contains the
credit history of commercial and consumer borrowers) to its members in the form
of credit information reports. The members of CIBIL include banks, financial
institutions, state financial corporations, non-banking financial companies, housing
finance companies and credit card companies.
Institutional Investor Advisory Services India Limited (IiAS) - ICICI Bank has
indirectly invested in Institutional Investor Advisory Services, through ICICI
Prudential Life Insurance Company, in IiAS. IiAS is a voting advisory firm
aka proxy firm, dedicated to providing participants in the Indian market with data,
research and commentary. It provides recommendations on resolutions placed
before shareholders of over 300 companies.

INTRODUCTION TO HR POLICIES OF ICICI BANK

The human resources are the most important assets of an organization. The success
or failure of an organization is largely dependent on the caliber of the people
working therein. Without positive and creative contributions from people,
organizations cannot progress and prosper. In order to achieve the goals or the
activities of an organization, therefore, they need to recruit people with requisite
skills, qualifications and experience. While doing so, they have to keep the present
as well asthe future requirements of the organization in mind.
DEFINITIONS
Recruitment is defined as, a process to discover the sources of manpower to meet
the requirements of the staffing schedule and toemploy effective measures for
attracting that manpower in adequatenumbers to facilitate effective selection of an
efficient workforce. EdwinB. Flippo defined recruitment as the process of
searching for prospectiveemployees and stimulating them to apply for jobs in the
organization.Recruitment is a linking function-joining together those with jobs
to filland those seeking jobs. It is a joining process in that it tries to bringtogether
job seekers and employer with a view to encourage the former toapply for a job
with the latter.
Once the required number and kind of human resources are determined, the
management has to find the places where the required human resources are/will be
available and also find the means of attracting them towards the organization
before selecting suitable candidates for jobs. All this process is generally known as
recruitment. Some people use the term Recruitment for employment. These two
are not one and the same. Recruitment is only one of the steps in the entire
employment process. Some others use the term recruitment for selection. These are
not the same either. Technically speaking, the function of recruitment precedes the
selection function and it includes only finding, developing the sources of
prospective employees and attracting them to apply for jobs in an organization,
whereas the selection is the process of finding out the most suitable candidate to
the job out of the candidates attracted (i.e., recruited).Formal definition of
recruitment would give clear cut idea about the function of recruitment.
In order to attract people for the jobs, the organization must communicate the
position in such a way that job seekers respond. To be cost effective, the
recruitment process should attract qualified applicants and provide enough
5

information for unqualified persons to self-select themselves out. Thus, the

recruitment process begins when new recruits are sought and ends when their
applications are submitted. The result is a pool of applicants from which new
employees are selected.
PURPOSES AND IMPORTANCE
The general purpose of recruitment is to provide a pool of potentiallyqualified job
candidates. Specifically, the purposes are to:
Determine the present and future requirements of the organizationin conjunction
with its personnel-planning and job-analysisactivities.
Increase the pool of job candidates at minimum cost.
Help increase the success rate of the selection process by reducingthe number of
visibly, under qualified or overqualified jobapplicants.
Help reduce the probability that job applicants, once recruited andselected, will
leave the organization only after a short period of time.
Begin identifying and preparing potential job applicants who will be appropriate
candidates.
Induct outsiders with a new perspective to lead the company.
Infuse fresh blood at all levels of the organization.
Develop an organizational culture that attracts competent people tothe company.
Search or head hunt/head pouch people whose skills fit thecompanys values.
Devise methodologies for assessing psychological traits.
Search for talent globally and not just within the company.
Design entry pay that competes on quality but not on quantum.
Anticipate and find people for positions that do not exist yet.
Increase organizational and individual effectiveness in the shortterm and long
term.
Evaluate the effectiveness of various recruiting techniques andsources for all
types of job applicants.

Recruitment represents the first contact that a company makes with potential
employees. It is through recruitment that many individuals will come to know a
company, and eventually decide whether they wish to work for it. A well-planned
and well-managed recruiting effort will result in high-quality applicants, whereas, a
haphazard and piecemeal effort will result in mediocre ones. High-quality
employees cannot be selected when better candidates do not know of job openings,
are not interested in working for the company and do not apply. The recruitment
process should inform qualified individuals about employment opportunities,
create a positive image of the company, provide enough information about the jobs
so that applicants can make comparisons with their qualifications and interests, and
generate enthusiasm among the best candidates so that they will apply for the
vacant positions. The negative consequences of a poor recruitment process
speak volumes about its role in an organization. The failure to generate an adequate
number of reasonably qualified applicants can prove costly in several ways. It can
greatly complicate the selection process and may result in lowering of selection
standards. The poor quality of selection means extra cost on training and
supervision. Furthermore, when recruitment fails to meet the organizational needs
for talent, a typical response is to raise entry-level pay scales. This can distort
traditional wage and salary relationships in the organization, resulting in avoidable
consequences. Thus, the effectiveness of a recruitment process can play a major
role in determining the resources that must be expended on other HR activities and
their ultimate success.
SUB-SYSTEMS OF RECRUITMENT
The recruitment process consists of the following four sub-functions:Finding out and developing the sources where the required number and kind of
employees will be available.
Developing suitable techniques to attract the desirable candidates.
Employing the techniques to attract candidates.
Stimulating as many candidates as possible and asking them to apply for jobs
irrespective of the number of candidates required.
1. The Industrial Credit and Investment Corporation of India Limited. In 1995, it
was incorporated as the initiative of World Bank. Objective: Creating a
development financial institution for providing medium term and long term
7

projects financing to Indian Business. In 1994, ICICI established Banking

Corporation as a Banking Subsidiary which was later renamed as ICICI Bank
Limited.
2. In the 1990s, ICICItransformed its business from In October 2001, the BOD of a
development financial In 1999, ICICI become ICICI and ICICI Bank institution
offering only the first Indian company approved the merger of project finance to a
ICICI and two of its wholly- and the first bank or diversified financial services
owned retail finance group offering a wide variety financial institution subsidiaries,
ICICI Personal of products and from non-Japan Asia to Financial Services Limited
services, both directly and be listed on the NYSE. and ICICI Capital Services
through a number of Limited, with ICICI Bank. subsidiaries.
3. The merger was approved :by shareholders of ICICI and ICICI Bank in
January 2002.By the High Court of Gujarat at Ahmedabad in March 2002.By
the High Court of Judicature at Mumbai and the Reserve Bank of India in April
2002.
4. s Subsidiaries
5. ICICI Bank is Indias second-largest bank The Bank has a network of 2,888
branches and 10,021 ATMsin India, and has a presence in 19 countries, including
India. Equity Shares listed in BSE, NSE Its American Depositary Receipts
(ADRs) are listedinNYSE
6. Global presence UK Belgium RussiaCanada USA Germany China Hong Kong
Bahrain Bangladesh Qatar Malaysia UAE Thailand Mumbai Singapore Sri Lanka
Indonesia South AfricaSubsidiary Representative Office Overseas BranchLargest
international balancesheet among Indian banks 7
7. OrganisationalStructureRetail BankingWholesale BankingProject Finance
and Special Assets ManagementInternational BusinessCorporate Centre
8. VisionTobe the leading provider ofFinancial Services in India and a major
Global Bank
9. MissionWewill leverage our people, technology, speed and financial
capitalBethe banker of first choice for our customers by delivering high quality,
world-class products and services Expandthe frontiers of our business globally
Playa PROACTIVE role in the full realisation of Indias potential Maintaina
healthy financial profile and diversify our earnings across businessman and
geographies Maintainhigh standards of governance and ethics Contributepositively
8

to the various countries and markets in which we operate Createvalue for our
stakeholders
10. Awards ICICI Bank won the Best Bank - India Award by The Banker. ICICI
Bank in the Private Sector Bank category won the Best Technology Bank Of The
Year Best Financial Inclusion Initiative and Best Use Of Technology In Training
and e-Learning by Indian Banks Association (IBA) Technology Awards.The Bank
also received the first runner up for Best Online Bank, Best Customer
Relationship Initiative and Best Use Of Mobility Technology in Banking by IBA
Technology Awards. For the fifth year in a row, ICICI Bank was awarded the
"Best Foreign Exchange Bank (India)" by Finance Asia Country Awards.
11. Top B.O.D,Chairman,CEO,CFO,MD ZonalMiddle Heads SGMs BranchLower
managers
12. HIERARCHY LEVELS BRANCH MANAGER APEX LEVEL , BANK
MANAGER TECHANICAL EXPERT FUNCTIONAL LEVEL , DATA
ANALYSTS OPERATIONAL CASHIER , DATA ENTRY LEVEL OPERATOR
13.
13.
1.Career
Development
Opportunities2.Supervisor
environment4.Rewards5.Work-life Policies

Support3.Work

14. 1. Career Development Opportunities More than 10 CEO and board level
positions filled only by internal staff. Horizontal Growth
15. 2.SupervisorSupport Internal platforms for the employees to engage with
senior management. This year, more than 400 such sessions were held. Resolving
concerns Cordial industrial/Employee relation environment
16. 3.Work Environment Tech- Savvy Non- Hierarchical Extension of Authority
along with accountability
17. 4.Rewards ESOPs Annual Promotions & Bonuses
18. 5.Work-Life Policies & Some Benefits Employee Salary A/c Benefits. Family
Health Insurance Flexibility to innovate Exhibits rigidity in terms of well laid
systems, processes and infrastructure -Staff Retirement Benefits:1. Gratuity2.
Superannuation Fund3. Pension4. Provident Fund5. Leave Encashment
19. Attrition Rate at High Nearly 20% in all segments. 59,033Employees
September >57,033 Employees in December ICICI BANK Ltd. typically pays its
employees 9% below market. Similar employers pay their employees: 8%above
market Similar companies include: State Bank of India, Andhra Bank,EssarSteel
9

LtdGOLDEN WORDS BY Mr.KAMATH(ICICI) ABOUTATTRITION & JOB

HOPPING ON NDTVYESTERDAY-"ITS LIKE A COIN-THE FLIPSIDE
OFTALENT IS OPPURTUNITY"
20. Some HR Practices Whistle Blower Policy
21. 2 new internal Academies:1. The Rural & Inclusive Banking Academy2. The
Privilege
Banking
Academy------------------------------------------------------------------------------------------------------ Skill through Drill An innovative video based program to equip the
branch staff with requisite service skills to deliver the better service to our
customers. All employees in customer service and sales roles were assessed and
certified on threshold functional knowledge.
22. Create an efficient applicant pool to fill vacancies.ICICI (the No. 1 private
life insurer in the country) Service basedorganization- employees are the biggest
ASSETS.At ICICI recruitment: high during May-June & OctoberNovemberAttrition Rate high among sales managers, unit managers mostlyin
sales profile.
23. 1st: Realize the job vacancies and understand the job profiles for the same.
2nd: Come up with the job design and specification for the job portals EVERY
POSITION AT ICICI HAS A VERY SPECIFIC JOB DESIGN E.g.For audit, they
seek technical knowledge and analytical skills + an ability to sift through
humongous data and bring a context to it.
24. Recruitment Head (ICICI Bank)Date of Posting:26-Mar-2012 Company
Name: ICICI Bank Ltd Industry: Commercial Banking Job Description: Position
Title : Recruitment Head Grade : Chief Manager Business Group : Human
Resource Management Group Key Responsibilities: Define Resourcing Strategy
and deliver key priorities for the business e.g. Quality of Hiring, Employer
Branding, Sourcing Strategy. Translating the headcount plan into clear job
requirements and definition Function: Human Resources Location: Kolkata
Level: Senior level Position Reference: Cool Avenues/260312-Recruitment Head
Contact Information: MsKorn
25. INTERNAL EXTERNALRECRUITMENT ICICI RECRUITMENT
26. INTERNAL RECRUITMENT:ICICI - referral forum in companys web-page ATLAS Managerial roles - trace out the performances of the existing employees
and conduct a review of selection process.

10

27. EXTERNAL RECRUITMENT ICICI -souring from Manpower suppliers,

conducting interviews at university campuses. ICICI Prudential often conducts
walk-in interview-a time and cost saving method. It had also tied-up with few
online portals where they can post the job requirements at a regular basis. Apart
from these ICICI prudential also pull out candidates from various sources like
Media & communication, advertisements etc.
28. 2% 7% 8% 28%
CAMPUS RECRUITMENT13% ONLINE APPLICANTS RECRUITER
EMPLOYEE REFERRAL 17% 26% OTHER IN-PERSON STAFF AGENCY
29. STRENGTHS WEAKNESS Rigorous Pre-Hiring assessmenttests toPre
assessment tests are costly.understand aptitude and personality of Lengthy preoffer formalities.candidates. Huge employee turnover.Proper reference checks to
ensure thatonly bonafide candidates are appointed. OPPORTUNITIES THREATS
Campus recruitments have huge Increasing number of private players in potential
for fulfilling manpower insurance sector creates ample requirements cost
effectively choices, easy mobility for employees. Develop exclusive contract with
Same channel partners are handling all channel partners to meet the insurance
companies leading to same manpower requirements. pool of candidates being
circulated to all partners.
30. Employees are an asset Source of Competitive Advantage
31. Combination of:Aptitude
assessmentPersonal Interview

TestCase

Study

based

GDPsychometric

32. For Freshers from B- Schools Psychometric Test 3 rounds of personal

Interviews1. General2. Team head (DGM)3. HR Head Hired as Managers
33. A Professional(with 3yrs or more experience)Two Rounds of Personal
Interview1. Immediate boss or team head2. HR head
34. Probationary Officers (junior level)1. Online Aptitude Test2. Online
Psychometric AssessmentOnce the above two are cleared: Group Discussion
(Case Study Based) Personal Interview
35. Probationary officers undergo a one year intensive residential classroom
training at ICICI Manipal Academy and internship. On successful completion, they
get absorbed as Manager or Assistant Managers(999 students in 2012)
36. For B-School Hires: First 3 weeks: induction, business etiquette Allowed to
work for 3-4 months Intensive 9 to 9 technical training for one week Yearly one
week training programs (common for all employees)
11

37. ICICI Business Leadership Programme ICICI Bank has partnered with
National Institute of Securities Markets (NISM) to launch Post Graduate
Certificate in Securities Markets (PGCSM)On successful completion of the course
participants get absorbed at ICICI Bank (or any other group company) as a
Manager.
38. Participants will be shortlisted on merit and will be invited for the selection
process. Entrance Test Group DiscussionApplicants who clear the above two
stages: Psychometric Profiling / Personal Interview
39. Behavior Training Programme To Middle, Senior Professionals Involve To
Evolve Mastering Effective Communication Training sessions at IIGJ NIIT with
ICICI Bank enters financial services training
40. What is performance appraisal? It is a systematic evaluation of the
performance of employees to understand the abilities of a person for further growth
and development. Manages and aligns organizations resources It measures the
pay of employees Analyses factors Guides employees
41. IMPORTANCE OF PERFORMANCE APPRAISAL
COMPENSATION
EMPLOYEE
DEVELOPMENT
VALIDATION COMMUNICATION MOTIVATION

PROMOTION
SELECTION

42. PERFORMANCE APPRAISALTECHNIQUES OF ICICI BANK

43. COMPONENTS Performance Planning (includes employee goal setting /
objective setting) Ongoing Performance Communication Data Gathering,
Observation and Documentation Performance Appraisal Meetings Performance
Diagnosis and Coaching
44. The Performance Appraisal system in ICICI bank emphasizes individual
objectives, Bank objectives and also mutual objectives. INDIVIDUAL
OBJECTIVE VIEWPOINTa) What task the individual is expected to do?b) How
well the individual has done the task?c) How can his performance be further
improved?d) His reward for doing well.
45. BANK OBJECTIVE VIEWPOINTa) Manpower informationb) improve
efficiency and effectiveness c) serve as a mechanism of control and provide a
rational compensation structure. MUTUAL OBJECTIVE VIEWPOINTa) The
emphasis is on growth and development, harmony, effectiveness and profitability
of the bank
46. PA MODEL 1RANK AND YANK STRATEGY Best-to-worst ranking
methods are used to identify poor performers. The identified poor performers are
12

then given a time period to show an improvement in their performance. If the

employee fails, he is asked to leave the organization and a severance package is
offered to him. If the employee refuses to leave, his service is terminated without
any compensation. Advantage : it continually motivates employees to better their
performance since nobody would like to be included in the poor performance
band. Disadvantage : employees become too competitive and team spirit is not
nurtured.
47. PA MODEL 2MANAGEMENT BY OBJECTIVE (MBO) In this method the
subordinate in consultation with the supervisor chalks out short term objectives
followed by specific actions. The goals are action oriented, specific, measurable,
achievable, review able and time bound, aligned with the goal of the organization.
The activities are jointly reviewed by both the subordinate and his supervisor.
Depending on the performance of the subordinate, the goals are modified or
redesigned for the next period of time.
48. Advantages of MBO : Self evaluation Promotes communication and
information sharing Motivates employees Facilitates guidance
49. MODEL 31. Performance Appraisal Form :Aself assessment form employees
and managers have to fill.2. 360 degree feedback process :Input is taken from
peers.3. Performance Appraisal Interview :Managers and employees take part in a
formal interview.

Human Resource Management function that helps managers recruit, select, train
and develop members for an organization. Obviously, HRM is concerned with the
peoples dimension in organizations.
Work force of an Organization is one of the most important inputs of components.
It is said that people are our single most important assets. Because of the unique
importance of HUMAN RESOURCE and its complexity due to ever changing
psychology, behavior and attitudes of men and women at work, in all business
concerns, there is one common element. I.e. Human personnel function, i.e.,
13

manpower management function is becoming increasingly specialized. The

personnel function or system can be broadly defined as the management of people
at work- management of managers and management of workers. Personnel
function is particularly interested in personnel relationship and interaction of
employees-human relations.

In a sense, management is personnel administration. Management is the

development of people, and not mere direction of material resources. Human
capital is the greatest asset of a business enterprise. The essential ingredient of
management is the leadership and direction of people. Each manager of people has
to be his own personnel man. Personnel management is not something you really
turn over to personnel department staff.

Responsibilities of Human Resource Department.

HRD maintain daily attendance record through branch manager via E-mail.
Take decisions for approval regarding leave notes.
He takes the decision related to the recruitment, selection and training of the
candidates. He talks to the consultant related to the recruitment of the qualified

14

candidates. He also does screening of the candidates, shortlist the candidate and
takes the first round of the interview.
He maintains the database of the candidates to come for an interview. He also
maintains personal file of each employee. He also completes the joining
formalities of each new employee.
They are taking surprising visit in every branch and collect information about
employees.
He is responsible for the monthly salary of the employees as per their attendants
and passing to the Branch Manager.

Human Resource planning

This is handled by doing the planning at the beginning of every year. At the end of
the year, the Human Resource department from each Branch receives the
requirement for the person for whole year. Then the planning of recruitment and
training is done by training manager and recruiting manager which is approved
from Head of HR Department.
1. Recruitment
Recruitment is a process of searching for prospective candidates for the given job
in the industry. As we know it is very important for an industrial concerns to have
efficient and effective personnel with right quality and at right time and at right
place available whenever they are needed. Every organization needs employee
time by time because of promotion or retirement of an employee. For this purpose

15

an organization need to search for the right candidate. And so it needs to encourage
this type of right candidates whenever they require.
Sources of Recruitment
Personal data of candidates and data bank maintain by the HR.
department
Campus Recruitment.
Companys own website.
Placement consultants.
Advertisement in the news papers like Times of India, Gujarat
Samachar.
Employee reference.

Recruitment Process

Applica
nt pool

Profil
e
Check

Shortli
st

Screeni
ng

Intervie
w

Selection
Selection is the process of taking individuals out of the pool of job applicants
with requisite qualifications and competence to fill jobs in the organization. It is
16

define as the process of differentiating between applicants in order to identify

and hire those with a greater likelihood of success in a job.
Selection is based on probation base, they are taking experienced person for 6
months probation and for fresher the probation period is 1 year.
While the selection of the senior level post, is taken by head office at Mumbai.

Training and Development

Training aims at increasing the aptitudes, skills and abilities of workers to
perform specific job. It makes employees more effective and skillful. In present
dynamic world of business training is more important there is an ever present
need for training men. So that new and changed techniques may be adopted. A
new and changed technique may be taken as an advantages and improvement
affected in the old methods.
Training is learning experience that seeks relatively permanent change in an
individual that will improve his/her ability to perform on the job.
They provide on the job training to their employees in the branch as they
select these employees for selling various products of bank by direct marketing.
Whenever they select new candidates for any post, they use to give them on the
job work.
In case of sales persons to distribute their various products, in the beginning the
person has to work under the observation of his senior then the have to go in
market to have their own experience.
The time for training program for the candidate is depends up on the relevant
position of his work area. They also provide training related to customer care
and communication.
17

Performance Appraisal
An organizations goals can be achieve only when people put in their best
efforts. Performance appraisal may be understood as the assessment of an
individuals performance in a systematic way. It is define as the systematic
evaluation of the individual with respect to his/her performance on the job and
his/her potential for development.
To appraise the performance of the employee they have developed a credit
system on the basis of the given target to the employee. After appraising the
performance of the employee they put the grade of each employee in the
following grade criteria.

Employee Remuneration and Incentive Payments

Remuneration is the compensation an employee receives in return for his/her
contribution to the organization. Remuneration occupies an important place in
the life of an employee.

At ICICI, remuneration of an employee comprises wages and salary,

incentives.
Wages and Salary
A part from various incentives and benefits, the personnel are compensated only
in terms of wages and salaries. A proper compensation in terms of this is
necessary for motivation employees for their continuous

18

 improved performance. For all this, it is required that wages and salaries are
provided well by organization.
Wages and salary refers to the establishment and implementation of sound
policies and practices of employees compensation. A wage and salary is the
remuneration paid for the service of labor in production periodically to an
employee. The bank is in service industry so the salary is given on monthly
basis. They use to hire certain salesman on commission base and they are
provided their salaries on commission base. While other permanent staff are
being given monthly salaries. As ICICI bank is reputed bank in market the pay
scale are as per the standard.
Sales executives (coax) are being given salary of 6000 to 8000 per month.
While sales officers salary ranges from 15000 to 18000 per month. ICICI bank
is also giving attractive incentives as per the target. The salary of branch
manager is around 35000 per month.
Incentive
In ICICI, employees get incentives on the basis of the target given to each
employee and their area of work. They have developed the incentive structure
for the employees on the basis of point system. All the employees get the
incentive in the form cash reward.

2. Employees benefit

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The employees of ICICI automatically become ICICI bank salary account

Holders with special benefit and privileges and receive instant salary credit. The
benefit include international debit card, corporate card with individual liability
(CCIL), access to phone banking and internet banking, demat accounts, and
host of other services to complement their savings account. Here are some of
the features of ICICI Banks salary account.
3.Motivation
Motivation is willingness to do something conditioned by this actions ability to
satisfy some need. Motivation is given by the responsible person, like branch
manager or team manager for better performance in the department.

Disputes and their resolution

Disputes are common in organization. In practice, disputes mainly relate to the
target only because if any employee is not achieving target he/she will not eligible
for incentive which creates frustration among them.

Every employee is free to talk to the head of the particular department if they have
any problem related to the job. Firstly, the problem is solved by the head of the
particular department and if the problem does not solved by the head of that
department then it is addressed to the HR Manager.

SWOT ANALAYSIS OF ICICI BANK

20

STRENGTH

Right strategy for the right products.

Superior customer service vs. competitors.
Great Brand Image
Products have required accreditations.
High degree of customer satisfaction.
Good place to work
Lower response time with efficient and effective service.
Dedicated workforce aiming at making a long-term career in the field.
WEAKNESSES

Some gaps in range for certain sectors.

Customer service staff need training.
Processes and systems, etc
Management cover insufficient.
Sectoral

growth

is constrained by low unemployment levels and

competition for staff

OPPORTUNITIES

Profit margins will be good.

21

 Could extend to overseas broadly.

New specialist applications.
Could seek better customer deals.
Fast-track career development opportunities on an industry-wide basis.
An applied research centre to create opportunities for developing techniques
to provide added-value services.

THREATS

Legislation could impact.

Great risk involved
Very high competition prevailing in the industry.
Vulnerable to reactive
attack by major competitors
Lack of infrastructure in rural areas could constrain investment.
High volume/low cost market is intensely competitive.

KEY POINT
SWOT Analysis is a simple but powerful framework for analyzing company's
Strengths and Weaknesses, and the Opportunities and Threats you face. This helps
you to focus on your strengths, minimize threats, and take the greatest possible
advantage of opportunities available to you.

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 Questionnaire
Name:
1. Does ICICI bank offer online access to its HR?
o YES
o NO
2.

What benefit does ICICI bank offer for relocating employees?

Mortgage assistance
Spousal relocation assistance
Down payment assistance
Cost of living differential

3.

What family-friendly benefit does ICICI bank offers to its employees?

Telecommuting (work from home)
Flextime
Subsidized childcare
College assistance or scholarship for family

4.

What personal benefits does your company offer?

Cafeteria
Career guidance
Parking
Casual dress

5. Do you consider the added cost (if any) of including a spouse and
children in health coverage to be reasonable or too high?
o Reasonable
o Too high
6. Does your company offer any special or unusual benefits?
o Yes
o No
7. Does ICICI bank offers any emergency helpline to its employees?
o Yes
23

o No

8. Are you satisfied with the appraisal policy of ICICI bank?

o Yes
o No
9. Do all the HR policies of your company pertain to all the employees
universally?
o Yes
o No
10.Do you get any emergency leave if required?
o Yes
o No
11.Do you all get interactive session with HR time to time?
o Yes
o No
12.Are you satisfied with your Designation and compensation for the same
which you are getting?
o Yes
o No
13.Why you have chosen ICICI bank as you employer?
Best Bank in Banking industry
Best career opportunity
High Salary
Any other Reason
14.Do you have any feedback policy under HR policies of your company?
o Yes
o No
15.Are you happy and satisfied with HR policies of your bank?
24

o Yes
o No
16.Any comment on the HR policies of your company?

RESULTS, DATA ANALYSIS & DISCUSSIONS

1. Does ICICI bank offer online access to its HR?

Online Access

Yes; 100%

Analysis and Interpretation:

100% said yes
2. What benefit does ICICI bank offer for relocating employees?

25

EMPLOYEES RESPONSE
12% 1%
24%
63%

Analysis and Interpretation:

63% of employees says the bank gives Spousal relocation assistance

24% says bank gives Down payment assistance
12% says bank gives Mortgage assistance
And only 15 says that bank gives Cost of living differential

3.What family-friendly benefit does ICICI bank offers to its employees?

family-friendly benefit
College assistance or scholarship for family; 9%
Flextime;
10%
Subsidized childcare; 59%
Telecommuting (work from home); 23%

26

4.What personal benefits does your company offer?

personal benefits
Casual dress; 10%
Cafeteria; 30%
Parking; 15%

Career guidance; 45%

5. Do you consider the added cost (if any) of including a spouse and children
in health coverage to be reasonable or too high?
5
4.5
4
3.5
3
2.5

Column2

2
1.5
1
0.5
0
Reasonable

Too high

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6.Does your company offer any special or unusual benefits?

100
90
80
70
60
50

Column1

40
30
20
10
0
Yes

No

7.Does ICICI bank offers any emergency helpline to its employees?

120
100
80
60

Column2

40
20
0
Yes

No

28

8.Are you satisfied with the appraisal policy of ICICI bank?

Appraisal policy

No; 47%
Yes; 53%

9.Do all the HR policies of your company pertain to all the employees
universally?

29

100
90
80
70
60

Column2

50
40
30
20
10
0
YES

NO

10.Do you get any emergency leave if required?

80
70
60
50
40

Column2

30
20
10
0
YES
NO

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11.Do you all get interactive session with HR time to time?

120
100
80
60

Column2

40
20
0
YES

NO

12.Are you satisfied with your Designation and compensation for the same
which you are getting?
80
70
60
50
40
Job Satisfaction
30
20
10
0
YES

NO

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13.Why you have chosen ICICI bank as you employer?

Why ICICI Bank?

Best Bank in Banking industry

Best career opportunity

High Salary

Any other Reason

15%

5%
45%

35%

14.Do you have any feedback policy under HR policies of your company?

32

NO

Column2

YES

20

40

60

80

100

120

15. Are you happy and satisfied with HR policies of your bank?
80
70
60
50
40
30
20
10
0
YES

Column2

NO

FINDINGS & RECOMMENDATIONS

33

Human Resource Management function that helps managers recruit, select,

train and develop members for an organization. Obviously, HRM is concerned with
the peoples dimension in organizations.
Work force of an ICICI BANK is one of the most important inputs of
components. It is said that people are our single most important assets. Because of
the unique importance of HUMAN RESOURCE and its complexity due to ever
changing psychology, behavior and attitudes of men and women at work, in all
business concerns, there is one common element. I.e. Human personnel function,
i.e., manpower management function is becoming increasingly specialized. The
personnel function or system can be broadly defined as the management of people
at work- management of managers and management of workers. Personnel
function is particularly interested in personnel relationship and interaction of
employees-human relations.
In a sense, management is personnel administration. Management is the
development of people, and not mere direction of material resources. Human
Capital is the greatest asset of aICICI BANK. The essential ingredient of
management is the leadership and direction of people. Each manager of people has
to be his own personnel man. Personnel management is not something you really
turn over to personnel department staff.

CONCLUSION
34

Key points of ICICI bank HR polices is concluded as follows:

PERFORMANCE APPRAISALTECHNIQUES OF ICICI BANK is one of the
best techiques in banking industry at present
PROMOTION
COMPENSATION
EMPLOYEE DEVELOPMENT
SELECTION VALIDATION
COMMUNICATION
MOTIVATION
BANK OBJECTIVE VIEWPOINT
a) Manpower information
b) improve efficiency and effectiveness
c) serve as a mechanism of control and provide a rational compensation structure.
MUTUAL OBJECTIVE VIEWPOINT
a) The emphasis is on growth and development, harmony, effectiveness and
profitability of the bank

PA MODEL 1RANK AND YANK STRATEGY

Best-to-worst ranking methods are used to identify poor performers. The
identified poor performers are then given a time period to show an improvement in
their performance. If the employee fails, he is asked to leave the organization and
a severance package is offered to him. If the employee refuses to leave, his service
is terminated without any compensation.

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BIBLIOGRAPHY

BOOKS REFFERED:

T.N Chhabra , Human Resource Management

WEBSITES REFFERED:

www.wikipedia.com
www.icicibank.com
www.google.co.in

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