THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

BBA SEMESTER VI 2021-22

Project Report
(Submitted for the Degree of Bachelor of Business Administration under the University of Calcutta)

Title of the Project:

“THE STUDY OF EMPLOYEE ENGAGEMENT STATERGIES AT

HDFC BANK”

Submitted by:
Name of the Candidate: DIVYA UPADHYAY
Registration No: 017-1211-3735-19
Name of the College: BHAWANIPUR EDUCATION SOCIETY COLLEGE
College Roll No.: 59

Supervised by:
Name of the Supervisor: PARIDHI AGARWAL
Name of the College: BHAWANIPUR EDUCATION SOCIETY COLLEGE

Month & Year of Submission: MAY 2022

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 ACKNOWLEDGEMENT

It is a matter of great pleasure to present this project on “THE STUDY OF EMPLOYEE

ENGAGEMENT STRATERGIES AT HDFC BANK”

I take this opportunity to thanks our respected Director General Sir PROF. DR. SUMAN KUMAR
MUKERJEE for giving me an opportunity to work on this field.
I am eagerly grateful to our Head of the Department PROF. DR. TRIDIP SEN GUPTA without
whom this project would not have been successful one.
I am very thankful to my Supervisor PROF. PARIDHI AGARWAL for her full support in
completing this project work.
I am also thankful to HDFC BANK for giving me an opportunity to work in the esteemed
organization am eternally grateful to my mentors and employees at the bank.

Finally, I am gratefully acknowledging the support of my family and friends who had given me full
support and co-operated with me to carry out these research work and help with me for the project
work.

DIVYA UPADHYAY

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 THE BHAWANIPUR EDUCATION SOCIETY COLLEGE
BBA SEMESTER VI 2021- 22

Supervisor’s Certificate

This is to certify that Mr./Ms. DIVYA UPADHYAY a student of Bachelor of Business Administration of
THE BHAWANIPUR EDUCATION SOCIETY COLLEGE under the University of Calcutta has worked
under my supervision and guidance for his/her Project Work and prepared a Project Report with the title
“THE STUDY OF EMPLOYEE ENAGEMENT STRATERGIES AT HDFC BANK”
Which he/she is submitting, is his/her genuine and original work to the best of my knowledge.

Place:
Date:
Name:
Signature:
Designation:Name of the College: THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

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 THE BHAWANIPUR EDUCATION SOCIETY COLLEGE
BBA SEMESTER VI 2021-22

Student’s Declaration

I hereby declare that the Project Work with the title “THE STUDY OF EMPLOYEE ENGAGEMENT
STRATERGIES AT HDFC BANK” Submitted by me for the partial fulfillment of the degree of Bachelor
of Business Administration under the University of Calcutta is my original work and has not been
submitted earlier to any other University /Institution for the fulfillment of the requirement for any
course of study.

I also declare that no chapter of this manuscript in whole or in part has been incorporated in this report
from any earlier work done by others or by me. However, extracts of any literature which has been used
for this report has been duly acknowledged providing details of such literature in the references.

Signature:

Name: DIVYA UPADHYAY

Registration No:017-1211-3735-19

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 TABLE OF CONTENT

Sl. Contents Page

No. No.
1. Chapter 1- Introduction 6
1.1 Human resource management in Banking Industry
1.2 Importance of Human resource management in Banking
industry
1.3 Company’s Profile (HDFC BANK)
1.4 Employee engagement
1.5 Internship experience
1.6 literature review
1.7 Research gap
1.8 Objectives
1.9 Research methodology
1.10 Objectives
1.11 Research methodology
1.12 Types of research
1.13 Source of data in research
1.14 Secondary data
1.15 Limitation of study

2. Chapter 2 – Conceptual Framework 28

2.1 An overview
2.2 Business strategy
2.3 Employee wellbeing

3. Chapter 3 - Data Analysis and Findings 32

3.1 Training, monitoring and evaluation
3.2 Digital swagat
3.3 Supervisory clearance
3.4 Engagement meet and attendance
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 3.5 New joinee first week call
3.6 Embark follow up
3.7 Background verification
3.8 Movement conformation follow up
3.9 Od meet and attendance
3.10 Birthday and anniversary
3.11 Additional callings
3.12 Great place to work survey
3.13 HR virtual townhall
3.14 Role based program
3.15 Equal opportunity
3.16 Employee relationship with senior

4. Chapter 4 - Conclusion and Recommendations 39

4.1 Conclusion
4.2 Recommendation

5. Bibliography 41
6. Chapter 5- Internship Certificate 42

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 Chapter 1: INTRODUCTION

1.1 Human Resource Management in Banking Industry

Efficient human resource management is one of the most essential requirements for survival in this
competitive world. To bring out the best in a man is the essence of human resource development. Simply
speaking, Human Resource Development (HRD) is the process of increasing the capacity of human
resources through the development. Human Resource Development is something that everyone does.
Individuals do it as they work to develop themselves; managers do it as they work to support others’
development and the Human Resource Development staff does it, as they create the overall development
tools for an organization. Thus, it is a process of adding value to individuals, teams and the organization as a
human system.

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For banking, the importance of human resource management has grown manifold because the nature of
banking industry, which is mainly service based. The management of people in the organization along
with handling the financial and economic risks at the wider level is the most potent challenges in front of the
banking industry in any given time frame. Efficient and skilled manpower in the sector can only manage the
financial risks that the banks need to take on regular basis. The Human Resource department is responsible
for finding such talented manpower and placing them in right jobs in the banks.

Apart from the risks in the banking sector, the people handling the day-to-day affairs in the banks need to
keep the customer satisfaction in mind. The people working at the front office become the face of the bank
and thus it is the responsibility of the HR to make sure there are eligible people working up front. They need
to make sure that the candidates selected in the banks go through necessary training before they begin their
work, so that they are aware of the nuances of the core banking industry and customer relationship, better.
The HR management needs to think both about the quantity and quality requirement in the banking sector
and deal with the shortage in the skilled manpower supply in the sector efficiently.

In a larger context, Human Resource Development refers to empowering people and enabling them to use
their power for development of the organization to which they belong, and society at large. It refers to
developing proactivity and capacity to embrace larger issues. Considering the vital importance of human
resources, they are now being treated as assets which are most precious for the survival of an organization.
New values are being added. With human resources being a part of an organization, HRS is a subsystem of
larger system i.e., an organization and Human Resource Development is the centre of HRS and most vital
for the organizational advancement. Human Resource Development includes both the development of the
people and development of an organization.

1.2 Importance of Human Resource Management in Banking Sector

The banking sector is a wide financial and economical industry, which depends majorly on the workforce.
Thus, managing and maintaining this workforce becomes the priority for the HR department in the banks. It
is also important for the HR management team to have a look at the present and possible future requirements
of the banks and work accordingly with the same.

 Plan ahead for recruitment: The ever-changing banking industry, with a steady growth in the past
decade, has resulted in many vacancies and overall growth in the sector. The number of branches of
public sector has risen significantly and accordingly the requirement for skilled manpower has grown
as well. The HR management team is responsible in any particular banks to analyse future
requirements of their organization and steadily calibrate recruitment process.
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 Maintaining a balance of experience and youth in the workforce: The changing scenario of the
banking sector with emergence of online banking and core banking services, there is a need to
incorporate youth energy and exuberance in work. But there should be a fine balance between the
youth energy and experienced professional, to make it a successful and fruitful combination, just like
in any other sector. Hence, the HR management is responsible for maintaining this balance and
undergo some cultural and management adjustments to fit in the people working.

 Training of the manpower: The technology along with the method of working in banking sector is
changing rapidly. Not only the machines, but approaches to various schemes, policies and banking
facilities are changing with time. The new recruit and the older ones as well, need to undergo
necessary training to grasp the same from time to time. The human resource management makes sure
that the people working in the banking organization are not suffering from any such discrepancy.
Empowering the employees with training and measuring their performance afterwards, is what the
human resource department needs to look after.

 Performance management and talent spotting: The HR management remains responsible for
measuring the overall performances of the employees working in different departments. They focus
more on the people who are lacking the spirit of working in the organization and try to help them
improve their performance for the betterment of the bank. To give importance to the hard-work and
dedication of employees, the HR department provides the adequate praise and promotion to them.

 Keeping a tab on the personal requirements of the employee: The employee in any organization
seeks for his/her value in the company. They tend to work even harder once they feel they are an
important source for the company and the company thinks for them in return. Providing pay perks
for good works, keeping some personal information and wishing them at occasions, allowing leave
and keeping a tab on the promotional and transfer requirements are some of the things that the HR
department needs to look into.

 Keeping a tab on retirements and resignations: Talent retention is also the responsibility of HR
department. The HR team is also responsible to make arrangements to stop the resignations that the
employees are giving to a particular organization. They need to assess and analyse the reasons
behind the decision of leaving the organization by the employees and work upon it to better the
situation. The HR team also needs to have a record of the retirements planned in few years and make
sure that they have recruitment notifications ready to fill the vacant shoes.

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Overall, the banking industry is deliberately dependent on humans and to articulate right person at the right
job with the acquired skills the human resource department plays a vital role in the industry. India is the fifth
largest economy of the world. Indian banks have good administrative skills and industrial competitiveness
which has made the banking industry one of the most preferred industries for jobs in India.

1.3 COMPANY’S PROFILE (HDFC BANK)

HDFC BANK is one of the India’s leading private sector Bank. It offers various product and services like
online net banking & personal banking services, credit card, loans against property, consumer durable loan,
lifestyle loan etc. The Housing Development Finance Corporation Limited was among first to receive
approval from RESERVE BANK OF INDIA (RBI) to set up private sector bank in 1994 with its registered
office in Mumbai, India. It is India's largest private sector bank by assets and world's 10th largest bank by
market capitalization as of April 2021.

As of March 31, 2022, the Bank’s distribution network was at 6,342 branches and 18,130 ATMs across
3,188 cities and towns. The bank had earlier announced increasing its permanent employee base by 90%
with the total number of employees at 141,579 as of March 31, 2022. HDFC BANK opened 1000 branch
during the pandemic.

On April 4, 2022, mortgage lender HDFC Ltd announced that it will merge with HDFC BANK. Post the
merger, HDFC BANK will be 100 percent owned by public shareholder and all existing shareholders and

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 all existing shareholders of HDFC will own 41 percent shares of the bank. All subsidiaries of HDFC will
shift to HDFC BANK.

The shares and profit of the HDFC BANK has consistently shown growth from over last 10 years. The
company has a competent profile and has been expanding its business much more after covid 19 pandemic
leading to more onboarding of new employees to the bank. Banking sector is one of the most prestigious
sectors which attracts large number of candidates to choose as their career option in India. Henceforth, it
requires large human resources to maintain proper banking event and other processes.

As a large organization with large no of onboarding and taking care of employees becomes a crucial part to
of the human resource department. Pandemic stress has been a common challenge for employees in many
industries. HR leaders were challenged by pandemic that led to remote working on an unprecedent
challenging times. An HR department is tasked with maximizing employee productivity and protecting the
company from any work issues that may arise within the workforce.

The job description of an HR in banks includes many roles and responsibilities. It includes recruitment,
selection, training and development, evaluate performance of the staff, maintain the database records of
employees etc. HR is responsible for instigating and leading an investigation, notifying law enforcement
when appropriate, and taking disciplinary action if warranted. The bank trusts in engaging its workers and
always takes up different measures to accomplish this.

This study reveals that Indian bank managers have good administrative skills for industrial competitiveness.
Also, they have good administrative skills to manage HRD policies.

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1.4 What is employee engagement?

Employee engagement is human resource (HR) concept that describes the level of enthusiasm and
dedication a worker feels toward their job. Engaged employees care about their work and about the
performance of the company, and feel that their efforts make a difference. An engaged employee is in it for
more than a paycheck and may consider their well-being linked to their performance, and thus instrumental
to their company's success.

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Employee engagement can be critical to a company's success, given its clear links to job satisfaction and
employee morale. Communication is a critical part of creating and maintaining employee engagement.
Engaged employees are more likely to be productive and higher performing. They also often display a
greater commitment to a company's values and goals.

Employee engagement doesn't mean employee satisfaction. Many companies have "employee
satisfaction" surveys and executives talk about "employee satisfaction", but the bar is set too low. A satisfied
employee might show up for her daily 9-to-5 without complaint. But that same "satisfied" employee might
not go the extra effort on her own, and she'll probably take the headhunter's call luring her away with a 10%
bump in pay. Satisfied isn't enough.

Engaged employees often develop an emotional connection to their job and company, and will be focused
on working toward their organization's goals. While companies may define employee engagement
according to their own needs, the basic characteristics of an engaged employee are:

 They know what their role is, what their job entails, and they want to do it.

 They are loyal to their employer and productive.

 They are motivated to work toward the success of their organization and know what success looks
like (and how to work toward it).

 They are connected rationally and emotionally connected to their organization and motivated to
perform at a high level.

 They are intellectually and emotionally connected to their organization.

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1.5 MY INTERNSHIP EXPERIENCE WITH HDFC BANK
During my 3 month internship with HDFC BANK, I was appointed as a project trainee in human resource
under project “employee engagement ” in which I learned to interact with HDFC employees on a regular
basis which included all kinds of employees from senior level management to junior employees for
different work like catching up their progress during training program, completion of (probationary period
review) PPR , or catching up with employee’s new joining documentation , or following up with first week
new joinee call to review their onboarding so far, conducting surveys like (GTPW) great place to work
survey . Another survey that HDFC BANK conducts is EMBARK30, EMBARK60, EMBARK 90 to track
the onboarding experience of the employee and how has been the journey so far after his first 30 days
completion, then on next 60 days and then on 90 days. HDFC BANK has its own portal – HCM portal
which is a very important part of the whole it has several functions such as documentation, recoding
employee’s daily attendance, various other courses to which bank enrolls its employees to improve their
performance and upgrade their skills and various other functions.

The bank has various alert system to send information about upcoming events however HDFC loves to
maintain a human interaction factor in mind and suggest to make personal calls from the bank for
upcoming events, to completion of a task, course, or catch up with latest deadlines at work so that the
employees feel conducted with the organization. Conducting various seminars and addressing the
employees need and determine skill requirement needed to meet strategic plan, determination of an
organizational structure that will facilitate and improve teamwork, regular review and development of

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 human resource management practices, periodic review of work priorities to determine skill requirements
informing it to the central team which also helps to and needed to meet bank’s strategic plan.

RATIONALE OF STUDY

In the present technological and global world, the private sector banks face competition at global level. In
order to meet the global competition, the banking sector has to find out various promotions that are expected
by the stake holders. With the changing of environment, human resources are the most important asset in the
service organization especially in banks, has to address the people’s need and issues more closely.

 To study practices used by the human resource management department of HDFC Bank.
 To understand the importance of employee engagement strategies used and how is it helpful to the
industry and the bank.

MISSION STATEMENT OF HDFC BANK

I. World Class Indian Bank

II. Benchmarking against international standards.

III. To build sound customer franchises across distinct businesses

IV. Best practices in terms of product offerings, technology, service levels, risk management and audit
& compliance

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Overall Satisfaction with the organization is the second most important functional value impacting
Employee Engagement. The five most important variables impacting overall satisfaction are:

1. Satisfaction with Senior Management

2. Pride in the organization I work for

3. Corporation has strong ethics

4. Corporate philosophy reflects my own values

5. Proud of the contribution organization has made to the community

The last three items all contribute to Pride in the organization. The organization can improve pride with
strong ethics and contributions to the community laid out by senior management. Do this leads to higher
employee engagement.

Employee engagement is thus the level of commitment and involvement an employee has towards their
organization and its values. Job Involvement results from a cognitive judgment about the need satisfying
abilities of the job. Jobs in this view are tied to one’s self-image. It is concerned more with individual’s
perception about job, whereas, engagement entails the active use of emotions.

Banking is an important sector and acts as a backbone of economic progress. The banks render vital
services to the masses belonging to the various sectors of the economy like agriculture, industry whether
small scale or large scale. The banking system is one of the few institutions that impinge on the economy
and affect its performance for better or worse. They act as a development agency and are the source of hope
and aspirations of the masses. Now-a-days banks being at competitive situation, employee engagement is
very much crucial for longer sustainability.

This study arises from the need to manage the human resources of the banks more effectively. Having an
engaged workforce with it is important because it helps banks to reap benefits of sustainability, productivity
and increased efficacy. There is a paradigm shift in human resource and management practices from job
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satisfaction, job selection, selection and recruitment process, to employee engagement and employee
involvement. Employee engagement is relatively new. The traditional concept of employee retention has
made a shift to employee engagement. The purpose of human resource practices is now focusing on
employee engagement and involvement through job satisfaction and organizational commitment towards
retaining the employees. Therefore, employee engagement is about building a great relationship with the
work force.

LITERATURE REVIEW

1.7 What is literature review?

A literature review is a survey of scholarly sources on a specific topic. It provides an overview of

current knowledge, allowing you to identify relevant theories, methods, and gaps in the existing
research. It is a comprehensive summary of research. It a search and evaluation of available (data)
literature in your given subject or chosen topic area.

It aims to summarise and synthesize the arguments, gaps, conflicts, debate relevant to a particular
topic or in area of study and to present in the form of written report. To compare / contrast against
finding resulting from the current study. Conducting a literature review helps a person develop
knowledge in his/her field.

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Sharma and Nayyar (2005), in their research paper, made an attempt to examine the HRD mechanism in
State Bank of India. The study presented an overall view of HRD practices, the level of job satisfaction and
HRD climate in State Bank of India (SBI) with special reference to Chandigarh circle which comprises
Haryana, Himachal Pradesh, Punjab, and Jammu & Kashmir. He concluded that SBI was the largest bank
with the largest manpower as compared to other commercial banks in India. The Bank had excellent
customer service and well-designed training program. Performance appraisal system, working condition, and
the organizational climate were also satisfactory.

Hassan et al., (2006), in their research paper, attempted to measure employee perception regarding human
resource development practices on employee development and quality orientation in organizations. A
sample of 229 employees belonging to eight organizations was taken for the purpose of the study. A
questionnaire, which measured career system, work planning system, a development system, and self-
renewal system, was used for data collection. The results indicated that there were large variations in the HR
practices adopted by the organizations, and the combined effect of HR performance index was significant in
predicting firm performance as well as employee turnover and productivity. The study revealed that
employees‟ satisfaction with HRD climate was predicted by learning &training system and employee
development system. The results also suggested that organization which had an adequate system of potential
appraisal and promotion, performance guidance and development would be able to promote employee trust
and satisfaction.

Mellacheruvu and Krishnamacharyulu (2008), in their paper, had explained that recruitment was not
adequate in public sector banks and there was a shortage of employees as per requirement of the banks.
Training had been a neglected function in these banks. They also opined that the appraisal system of the
employees had been in vogue and it needed to be reformed by making it more objective and linked to the
bank objectives. They further found that rigidity in the system of rewards and promotion had no linkage with
the performance of employees and banks were providing less compensation to their employees as compared
to other organizations. It had created the problems of retention and succession planning in the banks. They
also suggested that banks should be given autonomy to recruit and provide faster promotions for meritorious
employees. Performance-based promotion and reward system should be followed to build a service culture
through HRD programs

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Bhatla (2011) focused on the need for such employees and how their presence can improve the progress and
work efficiency of the organization as a whole. Also focused on the challenges faced by the HR managers to
improve employee engagement for an organization’s survival.

Shashi (2011) reinforced the importance of employee communication on the success of a business. She
revealed that an organization should realize the importance of employees, more than any other variable, as
the most powerful contributor to an organization’s competitive position.

Bijaya KumarSundaray (2011) focused on various factors which lead to employee engagement and what
should company do to make the employees engaged. Proper attention on engagement strategies will increase
the organizational effectiveness in terms of higher productivity, profits, quality, customer satisfaction,
employee retention and increased adaptability.

In Shilpi Singh (2013) studied that Organizations all over are rushing to implement the latest ideas on
management, sometimes to the point of overuse. The major challenge now for banks as well as any other
organisation is therefore how to develop their social architecture that generates intellectual capital as the
quintessential driver of change. Developing the individual or human capacity is an integral element of
building capacity and, in fact, capacity building initiatives are now increasingly becoming almost an index
of institutional quality. Taking the banking industry to the heights of excellence, especially in the face of the
forehead-detailed emerging realities, will require a combination of new technologies, better processes of
credit and risk appraisal, treasury management, product diversification, internal control and external
regulations and, not the least, human resources.

Surya Prakash Rathi Neha Sharma (2014) studied that banking sector is a pillar on which the Indian
economy has been based and being service-industry this sector is based on its human resource. To keep the
economy growing at a good pace, banking industry plays the most important role and to keep the banking
system going, human resource has to be properly managed and developed in such a fast changing and
competitive environment. The attrition rate has to be lowered and skilled human resource has to be created
and retained

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In Harvard Business Review (2021) Our findings highlight that the three most important levers managers
have at their disposal right now to boost their employee’s engagement are to (a) help employees connect
what they do to what they care about, (b) make the work itself less stressful and more enjoyable, and (c)
reward employees with additional time off, in addition to financial incentives. Boost employee’s sense of
confidence. People tend to avoid work tasks they lack the confidence to complete; thus, confidence is
important to encourage employees to initiate tasks that are intrinsically pleasing.

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1.8 RESEARCH GAP

 To understand importance of employee engagement at HDFC BANK.

 To examine how beneficial are these practices and analyze the effect on employees of
HDFC BANK.

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 1.9 SCOPE OF STUDY

 To understand importance of employee engagement in banking sector.

 To examine the techniques used for employee engagement by HDFC
BANK.

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 1.10 OBJECTIVES OF STUDY

 To examine instruments used for employee engagement by human resource

management at HDFC BANK.
 To analyze employee engagement practices followed by HDFC BANK.
 To study the various HR functions at HDFC BANK

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1.11 RESEARCH METHODOLOGY

Definition: Research methodology is a strategy that guides research in providing answers to research
questions and for this, research survey is being done. “Accuracy of the study depends on the
systematic application of the method. It provides a detailed description of the research approach
adopted in this study.

Research methodology is an activity used in the investigation of a particular matter and it deals with the
manner in which data is collected, analyzed and interpreted.

It can also be defined as the scientific and systematic search for information on a specific topic. While it is
easy to assume that research is simply confined to science and technology, it is not true; with research being
applicable to virtually every field of discipline. Regardless of its subject, research must be conducted in a
systematic, critical, empirical and planned manner so as to effectively revise or interpret behaviors and
theories.
Its purpose is to:

 Review existing knowledge

 Investigate existing problems
 Provide solutions to these problems
 Analyze general issues
 Construct new procedures
 Explain new phenomenon
 …or a combination of any of the above

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1.12 TYPES OF RESEARCH

Research is generally classified into 4 types:

1. Exploratory – As the name suggests, exploratory research is conducted to explore an area of

research which has not been explored before. The primary aim is build a hypothesis that in
future forms the base for further research. Exploratory Research can be conducted via In-
depth interviews, focus groups, case analysis and literature review.

2. Descriptive –This kind of research is conducted to conclude the current state of affairs and
seek to examine the prevalent condition at any given point in time. Descriptive research can
be conducted via co relational research, cast study, causal-comparative research.

3. Analytical – This is an extension of the descriptive type of research wherein it attempts to

explain the reasons (why or how) behind the conclusive evidence found after conduction of a
descriptive research.

4. Co relational – The objective for this type of research is to establish/deduce the relation
between two or more aspects of a phenomenon.

The required data has been collected through primary source by unstructured interview with bank
managers and secondary data has been collected through source like text books, Journals, internet and her
publication where ever required.

Research process is much similar to a journey undertaken by the researcher to arrive at a conclusive result of
their research in order to substantiate their hypothesis. There are various stages in the research process and
the researcher must use the relevant procedure and models to their hypothesis. The path undertaken by the
researcher in order to find answers constitutes the research methodology.

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 Generate and
Identify Research Analyse Data Interpret Data
Question

Critically Examine Generate

Collect Data
Literature Conclusive Report

Develop Research Design Research

Objectives Study

(RESEARCH PROCESS DIAGRAM)

1.13 SOURCE OF DATA IN REASEARCH:

Primary data is a type of data that is collected by researchers directly from main sources through interviews,
surveys, experiments, etc. Primary data are usually collected from the source—where the data originally
originates from and are regarded as the best kind of data in research.

The sources of primary data are usually chosen and tailored specifically to meet the demands or
requirements of a particular research. Also, before choosing a data collection source, things like the aim of
the research and target population need to be identified.

Secondary data is the data that has already been collected through primary sources and made readily
available for researchers to use for their own research. It is a type of data that has already been collected in
the past. The researcher may have collected the data for a particular project, then made it available to be
used by another researcher.

1.14 Secondary Data

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 Information collected by others and that which is readily available or published is called secondary data.
Ghauri & Gronhaug (2005) believe that these data; also called second hand data, since they are collected
by different researchers for different purpose; can be important to other researchers at different times.
Both internal and external and external sources can be used to collect secondary data. The primary
advantage of secondary data is that it is easily available as compared to primary data and this helps save
time and money for the researcher. The disadvantage of some secondary data is its reliability, which can
be prone to errors.

For the purpose of this research sources of Secondary data collection were as follows:

 Official websites of company of the HDFC BANK for bank related information
 Different websites and relevant blogs related to the project matter
 Government websites for a better understanding of the laws pertaining to
subject.
 Relevant published interviews of the industry specialists and marketers
in national dailies, magazines etc.
 Writings and Journals by different researchers and authors.
 Various news website for the current market updates about the bank.

The data required for the study is collected from secondary sources and includes qualitative analysis. The
sources of secondary data used by the researcher include, Library research, Journals and Brochures on
related subject, opinions and views of various authors in related subject, conference/seminar papers etc.

Qualitative data is important in determining the particular frequency of traits or characteristics. It allows
the statistician or the researchers to form parameters through which larger data sets can be observed.
Qualitative data provides the means by which observers can quantify the world around them.

Qualitative data is about the emotions or perceptions of people, what they feel. In quantitative data, these
perceptions and emotions are documented. It helps the market researchers understand the language their
consumers speak and deal with the problem effectively and efficiently
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1.15 LIMITATIONS OF THE STUDY:

This research is limited to the books, library research, Journals and Brochures on related subject, opinions
and views of various experience of employee at the bank and authors in related subject, conference/seminar
papers, articles etc.

This research is also limited to a limited bunch of employees who work for east zone at HDFC BANK

Chapter 2: CONCEPTUAL FRAMEWORK

2.1 AN OVERVIEW
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Human resources management works through dedicated HR professionals, who are responsible for the day-
to-day execution of HR-related functions. Typically, human resources will comprise an entire department
within each organization. HR departments across different organizations can vary in size, structure and
nature of their individual positions. Human resource management (HRM or HR) is the strategic approach to
the effective and efficient management of people in a company or organization such that they help their
business gain a competitive advantage It is designed to maximize employee performance in service of an
employer's strategic objectives. Human resource management is primarily concerned with the management
of people within organizations, focusing on polices and system. HR departments are responsible for
overseeing employee benefit design, employee recruitment, training and development, performance
appraisal, and reward management such as managing pay and employee-benefits systems HR also concerns
itself with organizational change and industrial relations.

The overall purpose of human resource (HR) is to ensure that the organization is able to achieve success
through people. HR professionals manage the human capital of an organization and focus on implementing
policies and processes. They can specialize in finding, recruiting, selecting, training, and developing
employees, as well as maintaining employee relations or benefits. Training and development professionals
ensure that employees are trained and have continuous development. This is done through training
programs, performance evaluations, and reward programs. Employee relations deals with the concerns of
employees when policies are broken, such as cases involving harassment or discrimination. Managing
employee benefits includes developing compensation structures, parental leave, programs, discounts, and
other benefits for employees.

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 2.2 BUSINESS STRATEGY

I. Increasing market share in India’s expanding banking

II. Delivering high quality customer service

III. Maintaining current high standards for asset quality through disciplined credit risk
management
IV. Develop innovative products and services that attract targeted customers and address
inefficiencies in the Indian financial sector.

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2.3 Employee wellbeing

Employee wellbeing Employee Wellness is an integral component of HDFC BANK employee value
proposition and its wellbeing philosophy centers around the value of ‘Care’. They constantly explore
possibilities and opportunities to deliver the finest customer experience. In the process, they realized that an
engaged workforce is not just a productive workforce, but also a key element required to create ‘Happy
Customers’. Health is the starting point for us when it comes to ensuring employee wellbeing. Being in the
financial services sector, Bankers lead sedentary lives, which when coupled with stress and improper
posture, pose long-term health problems. They conduct medical check-ups regularly and spread awareness
regarding best health practices. They also provide counselling to help our people deal with issues of mental
health through a dedicated helpline.

HDFC Bank Cares is a meticulously developed framework that demonstrates their commitment to support
their employees and their family members financially, physically and emotionally. Employees get to select
from a bouquet of wellness offerings based on their gender, age, and lifestyle choices, among others. These
wellness initiatives are categorized under Physical, Social, Financial and Emotional. Under the physical

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wellbeing initiative, employees are regularly counselled and motivated to adopt a healthy lifestyle – ‘you are
what you eat’. The Bank has partnered with Apollo Healthcare through which employees can avail nutrition
services six days a week. Employees also have access to services such as a personal diet plan, nutritional
plan for pregnant women and kids, among others. They provide healthy meal options at cafeterias in our
larger offices.

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 Chapter 3: DATA ANALYSIS, INTERPRETATION AND FINDINGS

3.1 TRANNING, MONITORING AND EVALUATION

The bank constantly adheres to the principle of self-improvement. Their efforts are aligned towards
creating an effective training plan for the employees through regular feedbacks and evaluation. The
Training Need Assessment (TNA) support group is at place in the Bank, whose primarily function is to
facilitate trainings and measurement of the effectiveness of training initiatives. The team analyses various
Branch Banking Business MIS published on the Retail MIS portal, before initiating the training and
evaluation process. The training initiatives are annually reviewed by the team. Apart from helping the
trainers in keeping abreast with the business performance, the TNA support groups provide supports like
Monthly Dashboard, Training Effectiveness Trackers, and Special Updates. These supports help us to
evaluate the usefulness of the data presented from a TNA perspective.

The importance of having a skilled workforce with necessary competencies to deliver on our strategic and
operational objectives. The bank has put in place well-structured training modules to foster professional
growth and personal development. Over the years, we have developed training programs that empower
employees to maintain the highest level of operational efficiency, customer focus, and people orientation,
while adhering to ethical standards, professional integrity, corporate governance and regulatory
compliance. The training modules are created based on an annual need assessment exercise considering
dynamic regulatory compliances and governing laws.

The modules are versatile and interactive and are delivered through classroom sessions, e-learning
certifications, on-the-job training kits, guest lectures, exposure visits, among others. the effectiveness of
such modules through a Feedback Form System (FFS) that is shared with employees, following the
completion of a programme. The training cycle for our employees begins with the onboarding programme,
where they are introduced to our culture and values, oriented to their specific business area, and equipped
with necessary tools and knowledge to take on their respective roles. The Training Objective is

To bring synergy between teams Competence mapping and certification Provide better role and
responsibilities Bridge knowledge gap Achieve business goals

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3.2 DIGITAL SWAGAT

Digital Swagat is an onboarding training program every new joinee has to go through, it has different
sessions of organizational and job aspects, over a period of approximately 3 days. It is compulsory.

Besides functional, skill-based programmes, developmental programmes help improve overall employee
experience and retention. The learning path developed by the Bank following extensive research extends to
Operational Excellence, Customer Focus, Product Leadership, People and Sustainability. At present HDFC
BANK have 159 training programmes under 14 categories.

In FY 2019-20, an employee was provided with 42.49 hours of technical training and 49.1 hours of
behavioral training on an average.

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3.3 SUPERVISORY CLEARENCE FOLLOW UP

These calls were made to the senior of whom the employee worked and reported to this clearance is given
when if an employee resigns from the bank. Then he/she has returned the belongings of the bank or not
like system/laptop or any other further document or important report. This clearance due date is given after
2-3 months of resignation date.

The HR Department calls and assures if the case is not closed on time or sometimes reminds before due
date.

3.4 ENGAGEMENT MEET ATTENDANCE

HR department calls its employees on special occasion for meetup and gathering over calls and mail.

3.5 NEW JOINEE FIRST WEEK CALL

This call is made to check the relevant information such as the employee has the name and contact of their
supervisor and required belongings such as id card, system, salary a/c are opened or not which the new
employees has it or not. Further, if he/she is facing any issue in documentation or any other issue it can
connect to the HR department of the bank.

3.6 EMBARK FOLLOW UP

The popular EMBARK SURVEY is EMBARK30, EMBARK60, EMBARK 90 to track the onboarding
experience of the employee and how has been the journey so far after his first 30 days completion, then
on next 60 days and then on 90 days. HDFC BANK has its own portal – HCM portal on which it tracks
the well being of the new joinees and their onboarding experience to make further improvement.

3.7 BACKGROUND VERICATION FOLLOWUP

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Background verification is a process many organization carry out in order to verify the information provided
by the candidate during hiring.

3.8 MOVEMENT CONFORMATION FOLLOWUP

These calls are made to those employees who have had to transfer from one place to other sometimes to a
new city and sometimes just a new branch. These calls are made to resolve any resistance in the process or
checking on the transfer experience of the employee.

3.9 OD MEET AND TASK FOLLOW UP –

These calls are made to check on employees to attend meetings on time and to check weather the task are
being completed on time or not.

3.10 BIRTHDAY AND ANNIVERSARIES

The HR department of HDFC BANK loves to have a human connection and tries to greet their employees
on their special occasion to make them feel valuable for the bank.

3.11 ADDITIONAL CALLING

Many other calls such as presence at online event further assistance to a problem etc.

3.12 GREAT PLACE TO WORK SURVEY (GTPW)

This is a very popular survey used in various organization to improve the working conditions of the
organization

3. 13 HR VIRTUAL TOWNHALL

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 It was one of the session conducted online in which the HR manager conducted a meeting in which the
direct reportees to senior member of the organization were invited to give their valuable feedback in the
form of survey was asked in which 2 surveys were conducted one for the organization and to improve its
functioning other for the senior team leader to evaluate his/her performance as a team leader to their
respective HR manager confidentially on the organization and their senior so that to see a collective
feedback of team response the senior manager can improve his/her performance

Professional growth is not the only factor that connects an employee to his/her organization. A great work
ambience can only be built within an organization when employees enjoy their life on and off their work
schedule. This in turn enhances productivity, thereby contributing to organizational growth. In FY 2019-20,
the bank organized nine events across multiple cities, which witnessed massive participation. Through these
events, employees had the opportunity to showcase their athletic, culinary, cultural, photography and fine art
skills, besides addition to exploring their passions like trekking. Zaika, which explored culinary skills,
brought together 583 employees from five cities. Digital voice hunt tapped into the singing skills of
employees and their spouses with the help of the Shankar Mahadevan Academy. Our weekly quiz contest,
‘Take a Break’ saw participation from 19,000 employees in FY 2019-20.

The bank recognizes the importance of having a skilled workforce with necessary competencies to deliver
on our strategic and operational objectives. So thus, they have put in place well-structured training modules
to foster professional growth and personal development. Over the years, the bank has developed training
programs that empower employees to maintain the highest level of operational efficiency, customer focus,
and people orientation, while adhering to ethical standards, professional integrity, corporate governance and
regulatory compliance. The training modules are created based on an annual need assessment exercise
considering dynamic regulatory compliances and governing laws. The modules are versatile and interactive
and are delivered through classroom sessions, e-learning certifications, on-the-job training kits, guest
lectures, exposure visits, among others. They analyze the effectiveness of such modules through a Feedback
Form System (FFS) that is shared with employees, following the completion of a program. The training
cycle for our employees begins with the onboarding program, where they are introduced to bank’s culture
and values, oriented to their specific business area, and equipped with necessary tools and knowledge to take
on their respective roles. Their training Objective To bring synergy between teams Competence mapping
and certification Provide better role and responsibilities.

3.14 Role-based Program

Classroom program for new joiners based on their roles, followed by online modules and certifications for
skill development Besides functional, skill-based programs, developmental programs help improve overall
employee experience and retention. The learning path developed by the Bank following extensive research
Page | 37
 extends to Operational Excellence, Customer Focus, Product Leadership, People and Sustainability. At
present they have 159 training programs under 14 categories.

In FY 2019-20, an employee was provided with 42.49 hours of technical training and 49.1 hours of
behavioral training on an average.

3.15 Equal opportunity and diversity

HDFC BANK continues to strive to create and maintain an inclusive culture and work environment, where
all our employees can be and do their best, irrespective of gender, caste, creed, colour, sexual orientation,
religion etc. Diversity is an important attribute for any organization for its growth and competence.
Diversity assimilates cultures and ideas to drive better connect with customers from across geographies.
Further, the career prospects and professional growth opportunities. The Bank being recognized as a
preferred employer across age groups and experience levels.

The Bank offers a unique Mediclaim policy that covers up to six people, including parents. They also
provide medical coverage of up to 3 lakh for our employees, along with a dedicated mobile app for
availing hassle-free assistance during a claim. The Bank also reimburses up to `5,000 for female employees
and `4,500 for male employees for encouraging them to undergo regular health check-ups. In order to
enable employees to balance productivity and personal commitments, they also encourage them to spend
quality time with their loved ones. They have partnered with Mahindra Holidays to offer holiday options at
a discounted rate across seven international and 57 domestic locations. Since its inception, the employee
well-being program has received massive response, with the number of participants increasing every year.
Given the response, they expanded the counselling services to several fields and roped in experts from each
field to help employees do well, physically and emotionally. Counselling services were availed by
391 employees in FY 2019-20.

3.16 Employee relationship with supervisor

The primary resource in a bank is the employees and the relationships that they develop. People are primary
influenced by their immediate supervisor and how he or she makes them feel. Comparing banking to a larger
cross industry study extracts we see four major deficiencies in how banking employees view their immediate
supervisor’s treatment of associates:

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The Value of the Immediate Supervisor Banking Cross Industry Study Difference

BANKING CROSS- DIFFERENCE

INDUSTRY

Recognizes my contribution 36% 40% -4%

Treats me with respects 39% 46% -7%

Sets a good example for myself and others to follow 32% 36% -4%

Is interested in me as a person 32% 35% -3%

While a good Supervisor makes people feel valued and confident, a bad Supervisor irritates people and
makes them feel intimidated and manipulated. 35% of employees in banking feel a negative emotion as a
result of their interaction with their immediate supervisor. Of these, more people were disengaged (25%),
than fully engaged (19%). Irritation is the predominant negative feeling followed by being uncomfortable
and disinterested.

Avoiding generating negative feelings among their immediate staff is something that supervisors can be
trained to achieve. Negative emotions lead to disengagement, higher staff turnover and poorer customer
service. Positive emotions lead to higher engagement and improved customer satisfaction and loyalty

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 Chapter 4: CONCLUSION AND RECOMMENDATION

CONCLUSION

Overall HDFC BANK is a great organization committed and goal driven to be the best in the industry. It has
a good market image and the employees I have interacted most of them were satisfied and happy to work for
HDFC BANK. The bank provides various opportunities to its employees to improve their performance. The
HR team is committed to keep up with the deadlines at work at the same time it’s very convenient to connect
to HR managers from employee’s perspective. It ensures communal harmony in the organization and tries to
resolve maximum problems of an employee.

Organizations and employees share a symbiotic relation, where both are dependent on each other to satisfy
their needs and goal. Therefore; employee engagement should not be a one-time exercise, but a continuous
process of learning, improvement and action.

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It was my second work from home experience but the best at HDFC BANK. The bank makes consistent
efforts to serve their employees better. It provides various incentives, paid compulsory leaves, tries to
maintain work-life balance. It was an amazing experience to work for HDFC BANK.

RECOMMENDATION

There is always a scope for improvement in any organization or any department. The recommendation are
based on personal and employee’s experience at bank. These recommendations are subject to observational
based findings.

First, the HCM portal can be improved in documentation area where the need of relieving letter is irrelevant
for a fresher it causes a resistance to complete new joinee documentation it can add a question ~ are you a
fresher? based on which the system should ask for relieving letter or resignation acceptance to a candidate
who is required to submit rest the supervisor shall ensure that all the information given are correct and
relevant.

Second, the popular EMBARK30, EMBARK60, EMBARK90 survey which is held at first 30 days after a
new joinee joins then conducted further at 60 days and then after 90 days of joining can be conducted at an
interval of 45 days it would save the cost to conduct such survey and would also give the new employee
time to analyze things around him/her much better than taking survey in first three months of joining.

Third, as HDFC BANK is rapidly expanding it shall cater its employees better with good infrastructure with
the rapid expansion of business as well as employees some employee felt the need of better infrastructure for
the employees.

Lastly, HDFC BANK is a great organization to work for it takes care of their employee it provides various
incentives, helps employees improve their performance and contributes strongly in Indian Banking Sector
promoting economic growth.

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 BIBLIOGRAPHY

www.invesopedia.com

www.wikipedia.com

www.hdfcbank.com

www.googleimages.com

https://www.shrm.org/hr-today/news/hr-magazine/spring2021/pages/top-hr-challenges-in-the-financial-
services-industry.

Our people.pdf/hdfc bank

https://wwwjagranjosh.com/articles/why-human resource-management-is-important-for-bank

https://www.scirp.org/html/1-2830015_36429.ht

RESEARCH METHODOLOGY A STEP BYSTEP GUIDE FOR BEGINNERS. (BY RANJIT KUMAR)

MARKETING RESEARCH AN APPLIED APPROACH (FIFTH EDITION) (BY NARESH K.

MALHOTRA DANIEL NUNAN • DAVID F. BIRKS)

RESEARCH METHODOLOGY METHOD AND TECHNIQUES (BY C.K. KOTHARI)

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 Chapter 5: INTERNSHIP CERTIFICATE

CERTIFICATE FROM COMPETENT AUTHORITY:

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