PROJECT

ON
“ HUMAN RESOURCES MANAGEMENTIN PRIVATE SECTOR
BANK”

CERTIFICATE

THIS IS TO CERTIFY THAT PRIYANKA S. SHARMA STUDYING IN M.COM – I AT

NIRMALA FOUNDATION COLLEGE OF COMMERCE AND SCIENCE, KANDIVALI (EAST),
HAS COMPLETED A PROJECT ON “HUMAN RESOURCES MANAGEMENT IN
PRIVATE SECTOR BANKS” IN THE YEAR OF 2012 – 2013.

THIS INFORMATION WHICH IS SUMBITTED IS TRUE AND ORIGINAL TO

THE BEST OF MY KNOWLEDGE

____________________________ _________________________________
SIGNATURE OF PRINICIPAL SIGNATURE OF
(Dr. T. P. MADHU NAIR) CO-ORDINATOR

________________________ ______________________________
SIGNATURE OF SIGNATURE OF
PROJECT GUIDENCE EXTERNAL EXAMINAR

1
 DECLARATION

I PRIYANKA S. SHARMA OF NIRMALA FOUNDATION COLLEGE OF

COMMERECE AND SCIENCE, STUDYING IN M.COM – I, HEREBY DECLARE
THAT I HAVE COMPLETED.THE PROJECT ON THE “HUMAN RESOURCES
MANAGEMENT IN PRIVATE SECTOR BANK” IN THE ACADEMIC YEAR
2012-2013.

THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO

THE BEST OF MY KNOWLEDGE.

DATE OF SUBMISSION

_____________________

_______________________
STUDENT SIGNATURE

2
 ACKNOWLEDGEMENT

I gratefully acknowledge and express deep appreciation to many people who have made
this project possible and visible. More thanks to our guide Prof. Megha Juvekar seem
pretty small compared to the month of tremendous support and indulgence began. His
review, comments, correction and suggestion have enormously enriched my project.

Without cheerful support and motivation of our professional course of Co-ordinator

Prof. Dr. Neha Goel, this project would not have seen the light of the day. I am also
grateful to our principal Dr. T. P. Madhu Nair.

It gives me immeasurable pleasure to present this project in the course of M..COM – I,

and also I would like to share the credit with our

3
 CHAPTER – 1

HUMAN RESOURCES MANAGEMENT

 Inroduction

 Meaning

 Characteristics

 Need & Importance

 Scope

 Research methodology

4
INTRODUCTION TO HUMAN RESOURCES:

Human Resource Management is essential in all sectors and this project deals with
human resources in general and in the banking sector. Before discussing Human
Resources in the banking sector it is essential to understand the basic concept of human
resources as well as that of management.

The term human resources is variously defined in political economy and economics,
where it was traditionally called labor, one of three factors of production. Its use within
corporations continues to define common conceptions of the term.

Modern analysis emphasizes that human beings are not predictable commodity
"resources" with definitions totally controlled by contract, but are creative and social
beings that make contributions beyond "labor" to a society and to civilization. The broad
term human capital has evolved to contain the complexity of this term, and in macro-
economics the term "firm-specific human capital" has evolved to represent the original
meaning of term "human resources".

5
HUMAN RESOURCE MANAGEMENT :

Human Resource Management or Personnel management is the activity

of managing personnel, usually employees.

In any organization, managing personnel is the process of making sure the

employees (not the customers) are as productive as they can be. This can include
hiring, firing, or transferring people to/from jobs they can do most productively.

This subject is a major at many universities, or a minor in the business

school. It is also known as personnel administration, which is functionally an
equivalent term.

6
MEANING OF HUMAN RESOURCE MANAGEMENT:

A business unit needs employees to look after different activities. This is called
manpower or human resource. Such human resource needs to be developed fully so that it
will make positive contribution for the progress and prosperity of a business unit. For this
systematic development and management of human resources is necessary. Human
Resource Management (HRM) deals with:
(a) Training
(b) Self-development
(c) Promotions
(d) Performance appraisal of manpower recruited in an organization.

HRM is an organized learning experience aimed at matching the organizational need

for career growth and development. It is a process involving series of learning activities
designed to acquire desired level of competence among employees.
HRM is a continuous process and it needs money. Such investment creates a team of
efficient, skilled and trained manpower which brings success and stability to a business
unit. HRM programmes offer long term benefits to an organization.

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CHARACTERISTICS OF HUMAN RESOURCE MANAGEMENT:

(1) Upgrading Manpower:

HRM is basically concerned with the upgrading of manpower working in an

organization. This leads to improvement in the individual performance of an employee
and also corresponding improvement in the organizational performance.

(2) Stress on Training:

HRM includes various schemes arranged for providing education, guidance,
training and opportunities to learn and develop employees of all categories and working
in different departments. There is an integrated use of sub-systems (training, career
developments, organizational development) in the HRM programme.

(3) Attention to learning and career development:

Learning, self-development, career development and possible through HRM
programme.These are the core areas of HRM. Career development is possible through
joining training courses, reading books and periodicals. Learning and career development
raise the capacity of employees to work at highest levels. They are given higher positions
with monetary benefits.

(4) Organizational Development:

HRM includes organizational development, which includes effective
communication within the organization, coordination of different activities, elimination
of conflicts of different types and creation of orderly atmosphere in the whole
organization.

8
(5) Team Spirit :
HRM is basically for developing team spirit in the whole organization. For this,
departments and levels of management are properly integrated. Team spirit facilitates
orderly growth of the organization in the right direction.

(6) Huge spending by Management:

All companies invest huge money on HRM activities but such expenditure is
absolutely essential for survival in the present competitive business world. HRM
programmes create matured, skilled and efficient manpower, which is a valuable asset of
a business unit.

(7) Termination of Employment:

Termination is an unpleasant part of any manager’s job. Employees
occasionally must be terminated for breaking rules of failing to perform
adequately.

(8) Continuous Activity:

HRM is rightly treated as a continuous activity due to new developments taking
place regularly in the business world. For this, on the job and off the job training
programmes are introduced from time-to-time.

(9) Wide Scope:

The scope of HRM programmes is very vast. It is multi-disciplinary in character.
Training and guidance are given on different aspects of business management to enable
managers to deal with complex managerial problems and challenges.

9
NEED AND IMPORTANCE OF HUMAN RESOURCE
MANAGEMENT:

(1) To create stable labour force:

HRM programme are needed in order to create stable, efficient, skilled and
matured manpower required by an enterprise for the present and future period.

(2) To update the quality of manpower:

HRM activities are needed for updating the quality of manpower as per the
growing and changing needs of an enterprise. This avoids managerial obsolescence. Even
the vacancies at higher levels can be filled in internally due to HRM programme as they
provide training and opportunities of self-development to employees working at lower
levels.

(3) To develop strength for survival:

HRM programme are necessary for survival in the present competitive marketing
environment. An enterprise can face market competition only by improving quality,
reducing costs and avoiding wastages. All this is possible through HRM.

(4) To face challenges of technological changes:

Technological changes are taking place rapidly in every area of business. HRM
programme are needed in order to absorb technological changes taking place with speed.
In fact, introduction of new technology, computers, automation, etc. will not be possible
unless training is provided to the manpower.

(5) To satisfy the demand of self-development of employees:

HRM is needed to meet the needs of employees in regard to self-development and
career development aspirations. Employees demand, training facilities, refresher courses,
promotions and transfers, career guidance, etc. for their self-development. HRM
programme are needed to fulfill self-development and career development of employees.

10
(6) To meet future manpower needs:
HRM is needed to meet the future manpower needs of the organization.
Executives, managers, supervisors leave the job or retire due to age factor. Competent
juniors must take their positions. HRM is needed in order to keep ready a team of
competent managers as a second line of defence.

(7) To facilitate expansion and diversification:

HRM activities are needed to meet the manpower requirements resulting from
expansion and diversification programme undertaken at the enterprise level. Attention
should be given to HRM much before the introduction of expansion programme.

(8) To utilize production capacity fully:

HRM is needed in order to use the available production capacity to the optimum
level. It provides skilled manpower for this purpose.

HUMAN RESOURCES DEVELOPMENT

11
 Human Resource Development (HRD) is the framework for helping employees
develops their personal and organizational skills, knowledge, and abilities. Human
Resource Development includes such opportunities as employee training, employee
career development, performance management and development, coaching, succession
planning, key employee identification, tuition assistance, and organization development.

The focus of all aspects of Human Resource Development is on developing the

most superior workforce so that the organization and individual employees can
accomplish their work goals in service to customers. Human Resource Development can
be formal such as in classroom training, a college course, or an organizational planned
change effort. Or, Human Resource Development can be informal as in employee
coaching by a manager. Healthy organizations believe in Human Resource Development
and cover all of these bases.
Human resources is a term used to refer to how people are managed by
organizations. The field has moved from a traditionally administrative function to a
strategic one that recognizes the link between talented and engaged people and
organizational success. The field draws upon concepts developed in
Industrial/Organizational Psychology and System Theory. Human resources has at least
two related interpretations depending on context. The original usage derives from
political economy and economics, where it was traditionally all belabors one of four
factors of production although this perspective is changing as a function of new and
ongoing research into more strategic approaches at national levels. This first usage is
used more in terms of 'human resources development', and can go beyond just
organizations to the level of nations
. The more traditional usage within corporations and businesses refers to the
individuals within a firm or agency, and to the portion of the organization that deals with
hiring, firing, training, and other personnel issues, typically referred to as 'human
resources management'. This article addresses both definitions.

 Development

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 The objective of human resources development is to foster human resourcefulness
throughenlightened and cohesive policies in education, training, health and employment
at alllevels, from corporate to national. basically human resource deals with the human
qualities as a resources and using them inthe organization to overcome the problem with
the effective solution at the right time bythe right person at the right place.
 Management
Human resource management's objective, on the other hand, is to maximize the
return on investment from the organization's human capital and minimize financial risk. It
is the responsibility of human resource managers in a corporate context to conduct these
activities in an effective, legal, fair, and consistent manner.
 Key functions
Human Resource Management serves these key functions:
1. Recruitment & Selection
2. Training and Development (People or Organization)
3. Performance Evaluation and Management
4. Promotions/Transfer

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SCOPE OF HUMAN RESOURCE MANAGEMENT:

(1) Training:
Training is an essential element of HRM. This develops skills and capacity to
work at higher levels and positions. Training is possible by different methods. It is useful
for self-development and career development.

(2) Performance Appraisal:

Performance appraisal is an important area of HRM. The purpose of
performance appraisal is to study critically the performance of an employee and to guide
him to improve his performance. An employee is told about his strengths and weaknesses
and assistance is given to remove weaknesses and make the plus points more strong. This
technique is useful for building a team of capable employees and is also used for their
self-development.

(3) Potential Appraisal:

It relates to the study of capabilities of employees. It is useful for proper
placement and career development of employees. Potential appraisal of employees is
useful for developing their special qualities, which can be used fruitfully along with the
expansion and diversification of activities of the company. Potential appraisal is possible
by the superior with the help of different methods.

(4) Career planning and development:

Under HRM employees should be given guidance for their self-development and
career development. The opportunities likely to develop in the organization should be
brought to their notice. They should be motivated for self-development, which is useful to
the organization in the long run. Superiors are supposed to provide information and
guidance to their juniors in this regard. Career development is an integral part of HRM.

(5) Employees welfare:

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 Employees welfare is within the scope of HRM. Welfare facilities are useful for
creating efficient and satisfied labour force. Such facilities raise the morale of employees.
Employees welfare include the provision of medical and recreation facilities, subsidized
canteen, free transport and medical insurance. Such facilities support training and other
measures introduced for HRM.

(6) Rewards and incentives:

HRM includes provision of rewards and incentives to employees to encourage
them to learn, to grow and to develop new qualities, skills and experiences which will be
useful in the near future. Reward is an appreciation of good work. It may be in the form
of promotion, higher salary or higher status. Rewards and incentives motivate employees
and raise their morale.

(7) Organizational development:

HRM aims at providing conflict-free operations throughout the organization. It
also keeps plans ready to deal with problems like absenteeism, turnover, low productivity
or industrial disputes.

(8) Quality of work life:

Quality of work life depends on sound relations between employers and
employees. A forward looking policy on employee benefits like job security, attractive
pay, participative management and monetary and non-monetary rewards will go a long
way in improving the quality of work life helps employees to strike an identity with the
organization.

(9) Human resource information system:

Such system acts as an information bank and facilities human resource planning
and development in a proper manner. It facilitates quick decision making in regard to
HRM. Every organization has to introduce such system for ready reference to HRM
matters. Updating of such information is also essential.

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HUMAN RESOURCE MANAGEMENT SYSTEMS:

Human Resource Management Systems (HRMS, EHRMS), Human Resource

Information Systems (HRIS), HR Technology or also called HR modules, shape an
intersection in between human resource management and information technology. It
merges HRM as a discipline and in particular its basic HR activities and processes
with the information technology field, whereas the planning and programming of data
processing systems evolved into standardized routines and packages of enterprise
resource planning (ERP) software. On the whole, these ERP systems have their origin
on software that integrates information from different applications into one universal
database. The linkage of its financial and human resource modules through one
database is the most important distinction to the individually and proprietary
developed predecessors, which makes this software application both rigid and
flexible.
The HR function's reality :
All in all, the HR function is still to a large degree administrative and common to all
organizations. To varying degrees, most organizations have formalized selection,
evaluation, and payroll processes. Efficient and effective management of the "Human
Capital" Pool (HCP) has become an increasingly imperative and complex activity to
all HR professionals. The HR function consists of tracking innumerable data points
on each employee, from personal histories, data, skills, capabilities, experiences to
payroll records. To reduce the manual workload of these administrative activities,
organizations began to electronically automate many of these processes by
introducing innovative HRMS/HCM technology. Due to complexity in programming,
capabilities and limited technical resources, HR executives rely on internal or external
IT professionals to develop and maintain their Human Resource Management
Systems (HRMS). Before the "client-server" architecture evolved in the late 1980s,
every single HR automation process came largely in form of mainframe computers
that could handle large amounts of data transactions. In consequence of the high
capital investment necessary to purchase or program proprietary software, these
internally developed HRMS were limited to medium to large organizations being able

16
to afford internal IT capabilities. The advent of client-server HRMS authorized HR
executives for the first time to take responsibility and ownership of their systems.
These client-server HRMS are characteristically developed around four principal
areas of HR functionalities: 1) "payroll", 2) time and labour management 3) benefits
administration and 4) HR management.
The payroll model: automates the pay process by gathering data on employee time
and attendance, calculating various deductions and taxes, and generating periodic
pay cheques and employee tax reports. Data is generally fed from the human
resources and time keeping modules to calculate automatic deposit and manual
cheque writing capabilities. Sophisticated HCM systems can set up accounts payable
transactions from employee deduction or produce garnishment cheques. The payroll
module sends accounting information to the general ledger for posting subsequent to
a pay cycle.
The time and labour management module: applies new technology and methods
(time collection devices) to cost effectively gather and evaluate employee time/work
information. The most advanced modules provide broad flexibility in data collection
methods, as well as labour distribution capabilities and data analysis features. This
module is a key ingredient to establish organizational cost accounting capabilities.
The benefit administration model: permits HR professionals to easily administer and
track employee participation in benefits programs ranging from healthcare provider,
insurance policy, and pension plan to profit sharing or stock option plans.
The HR management module: is a component covering all other HR aspects from
application to retirement. The system records basic demographic and address data,
selection, training and development, capabilities and skills management,
compensation planning records and other related activities. Leading edge systems
provide the ability to "read" applications and enter relevant data to applicable
database fields, notify employers and provide position management and position
control.
Typically, HRMS/HCM technology replaces the four core HR activities by
streamlining them electronically; 1) payroll, 2) time and labour management, 3)
benefit administration and 4) HR management. While using the internet or corporate

17
intranet as a communication and workflow vehicle, the HRMS/HCM technology can
convert these into web-based HRMS components of the ERP system and permit to
reduce transaction costs, leading to greater HR and organizational efficiency. Through
employee or manager self-service (ESS or MSS), HR activities shift away from paper
based processes to using self-service functionalities that benefit employees, managers
and HR professionals alike. Costly and time consuming HR administrative tasks, such
as travel reimbursement, personnel data change, benefits enrolment, enrolment in
training classes (employee side) and to instruct a personnel action, authorize access to
information for employees (manager's side) are being individually handled and permit
to reduce HR transaction time, leading to HR and organizational effectiveness.
Consequently, HR professionals can spend fewer resources in managing
administrative HR activities and can apply freed time and resources to concentrate on
strategic HR issues, which lead to business innovation.

RESEARCH METHODOLOGY
The view and opinions were collected from the above-mentioned bank. Secondary data collection:-
the secondary data has been collected from the following sources….

 HRM books
 Websites
 Magazine

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 CHAPTER - 2

REVIEW OF LITERAURE

19
 CHAPTER – 3
COMPANY PROFILE OF ICICI BANK

 Introduction
 Overview
 History
 Business Objectives
 Products
 Awards & recognition s for HRM

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Introduction of ICICI bank

ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of
India) is India’s largest private sector bank by market capitalization and second largest
overall in terms of assets. Bank has total assets of about USD 77 billion (at the end of
December 2008). The Bank also has a network of 1,449 branches and about 4,721 ATMs
in India and presence in 18 countries, as well as some 24 million customers (at the end of
July 2007).

ICICI Bank offers a wide range of banking products and financial services to corporate
and retail customers through a variety of delivery channels and specialized subsidiaries
and affiliates in the areas of investment banking, life and non-life insurance, venture
capital and asset management. (These data are dynamic.)

ICICI Bank is also the largest issuer of credit cards in India.

ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata
andVadodara, Mumbaiand the National Stock Exchange of India Limited, and itsADRson
the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and
has the largest international balance sheet among Indian banks. ICICI Bank now has
wholly-owned subsidiaries, branches and representatives offices in 18countries, including
an offshore unit in Mumbai.

This includes wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary
through which the his savings brand is operated), offshore banking units in Bahrain and
Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka,
and representative offices in Bangladesh, China, Malaysia, Indonesia, South Africa,
Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI
(Non-Resident Indian) population in particular. ICICI reported a 1.15% rise in net profit
to Rs. 1,014.21 crore on a 1.29%increase in total income to Rs. 9,712.31 crore in Q2
September 2008 over Q2 September 2007. The bank's current and savings account
(CASA) ratio increased to 30% in 2008 from 25% in 2007.

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OVERVIEW

ICICI Bank (formerly Industrial Credit and Investment Corporation of India).

ICICI Limited was established in 1955 by the World Bank, the Government of India and
the Indian Industry, for the promotion of industrial development in India by giving
project and corporate finance to the industries in India.

ICICI Bank has grown from a development bank to a financial conglomerate and has
become one of the largest public financial institutions in India. ICICI Bank has financed
all the major sectors of the economy, covering 6,848 companies and 16,851 projects. As
of March 31, 2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception.

ICICI Bank Fact Files:

Total assets: Rs.146, 214 crore (December 31, 2004)

Network: 530 branches

ATMs: Over 1,880

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

Representative offices: United States, China, United Arab Emirates, and Bangladesh and
South Africa.

ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn
(US$ 56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for
the year ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31,
2005). ICICI Bank has a network of about 614 branches and extension counters and over
2,200 ATMs. ICICI Bank offers a wide range of banking products and financial services
to corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management. ICICI Bank set up its international

22
banking group in fiscal 2002 to cater to the cross border needs of clients and leverage on
its domestic banking strengths to offer products internationally.

ICICI Bank (BSE: ICICI) ( Industrial Credit and Investment Corporation of India)
is India's largest private sector bank in market capitalization and second largest overall in
terms of assets. Bank has total assets of about USD 100 billion (at the end of March
2008), a network of over 1,491 branches, 22 regional offices and 49 regional processing
centers, about 4,485 ATMs (at the end of September 2008), and 24 million customers (at
the end of July 2007). ICICI Bank offers a wide range of banking products and financial
services to corporate and retail customers through a variety of delivery channels and
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank
is also the largest issuer of credit cards in India. ICICI Bank has got its equity shares
listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the National Stock
Exchange of India Limited, and its ADRs on the New York Stock Exchange (NYSE).

The Bank is expanding in overseas markets and has the largest international balance sheet
among Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and
representatives offices in 18 countries, including an offshore unit in Mumbai. This
includes wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary
through which the hisave savings brand is operated), offshore banking units in Bahrain
and Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri
Lanka, and representative offices in Bangladesh, China, Malaysia, Indonesia, South
Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the
NRI (Non-Resident Indian) population in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in
total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The
bank's current and savings account (CASA) ratio increased to 30% in 2008 from 25% in
2007.

23
 http://en.wikipedia.org/wiki/File:Ic
ici-bandra_kurla_complex.jpg

ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance
Center and representative offices in the United States, United Arab Emirates, China,
South Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium.
ICICI Bank is the most valuable bank in India in terms of market capitalization.

ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE).

ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors
and employees. At June 5, 2006, ICICI Bank, with free float market capitalization of

24
about Rs. 480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed
on the Indian stock exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of The World Bank, the Government of India and
representatives of Indian industry.

The principal objective was to create a development financial institution for Providing
medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI
transformed its business from a development financial institution offering only project
finance to a diversified financial service 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 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 Ahmadabad in March 2002, and by the High Court of Judicature
at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the
ICICI group's financing and banking Operations, both wholesale and retail, have been
integrated in a single entity.

Free float holding excludes all promoter holdings, strategic investments and Cross
holdings among public sector entities.

25
History of ICICI

 1955 The Industrial Credit and Investment Corporation of India Limited (ICICI)
was incorporated at the initiative of World Bank, the Government of India and
representatives of Indian industry,with the objective of creating a development
financial institutionfor providing medium-term and long-term project financing to
Indian businesses.

 1994 ICICI established Banking Corporation as a bankingsubsidiary. Formerly

Industrial Credit and Investment Corporationof India. Later, ICICI Banking
Corporation was renamed as 'ICICIBank Limited'. ICICI founded a separate legal
entity, ICICI Bank,to undertake normal banking operations - taking deposits,
creditcards, car loans etc.

 2001 ICICI acquiredBank of Madura(est. 1943). Bank of Madurawas aChettiar

bank, and had acquired Chettinad Mercantile Bank (est. 1933) and Illanji Bank
(established 1904) in the 1960s.

 2002 The Boards of Directors of ICICI and ICICI Bank approvedthe reverse
merger of ICICI, ICICI Personal Financial ServicesLimited and ICICI Capital
Services Limited, into ICICI Bank.

 After receiving all necessary regulatory approvals,

 CICI integrated the group's financing and banking operations, bothwholesale and
retail, into a single entity.

26
 Also in 2002, ICICI Bank bought theShimlaandDarjeeling branches thatStandard
Chartered Bank had inherited when itacquiredGrindlays Bank .ICICI started its
international expansion by opening representativeoffices in New York
andLondon.

 2003 ICICI opened subsidiaries in Canada and the UnitedKingdom (UK), and in
the UK it established an alliance withLloyds TSB.It also opened an Offshore
Banking Unit (OBU) in Singapore andrepresentative offices in Dubai and
Shanghai.

 2004 ICICI opens a rep office in Bangladesh to tap the extensivetrade between
that country, India and South Africa..

 2005 ICICI acquired Investitsionno-Kreditny Bank (IKB), a Russia bank with

about US$4mn in assets, head office inBalabanovointheKalugaregion, and with a
branch inMoscow. ICICI renamedthe bank ICICI Bank Eurasia.Also, ICICI
established a branch inDubaiInternational FinancialCentre and inHong Kong..

 2006 ICICI Bank UK opened a branch inAntwerp, inBelgium.ICICI opened

representative offices inBangkok ,Jakarta, andKuala Lumpur .

 2007 ICICI amalgamated Sangli Bank, Which was headquartered in Sangli, in

Maharashtra State, and which had 158 branches in Maharashtra and another 31
in Karnataka State. Sangli Bank had been founded in 1916 and was particularly
strong in rural areas .

 ICICI also received permission from the government of Qatar toopen a branch
inDoha.

 .ICICI Bank Eurasia opened a second branch, this time in St. Petersburg..

27
  2008 The US Federal Reserve permitted ICICI to convert its representative office
in New York into a branch.

BUSINESS OBJECTIVES:

Vision
To be the leading provider of financial services in India and a major global bank.

Mission
 We will leverage our people, technology, speed and financial capital to:
 be the banker of first choice for our customers by delivering high quality,
world-class
 service.
 expand the frontiers of our business globally.
 play a proactive role in the full realization of India’s potential.
 maintain a healthy financial profile and diversify our earnings across
businesses and
 geographies.
 maintain high standards of governance and ethics.
 contribute positively to the various countries and markets in which we
operate.
 create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking
and NRI banking services.
Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen
deposit and children depository account are there for individual customer can also avail

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of their housing, automobile, farm equipment, business or personal loan scheme. Personal
client can also invest in mutual funds and participate in stock trading through ICICI bank.
Business banking – Business banking services of ICICI Bank are exhaustive. Project
financing, deal assessment, and land evaluation are investment banking services offered
to corporate clients. Global trade and cash management transaction services facilitate
remittances and receipts across important cities. Capital market and custodial services
enable business houses to participate in equity trading and transfer across major stock
markets of world.

CUSTOMER

ICICI bank targets all segment of customer with various types of products and services. I
interacted with a a lot of customers and collect their feedback on the given services of
company, and feedback are positive response from all point of view. Customers are
beneficiary from both sides monetary as well as non monetary. The bank targets to add
nearly 500,000 customers under the new scheme in the next one year and plans to offer
auto loans through the new online channel in the future, ICICI Bank's Executive Director,
V Vaidyanathan, said here.
"As of now, nearly 24 per cent of our customer transactions are happening through
internet. We are primarily targeting our urban customers, who constitute nearly 70 per
cent of our total customer-base," Vaidyanathan said.
Customers, opting for the service can also benefit from the quantum optima facility,
wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a
fixed deposit scheme, he said. The facility, which also enable customers to transact
between an ICICI Bank account and accounts in other banks, is being offered free of cost,
he said ICICI bank, presently, has above 2 crore customers. The lender opened nearly 470
branches in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme later
this week under which ICICI account holders can transfer funds to those who do not have
a bank account. ICICI bank is strongly committed to protecting the privacy of its
customers and has taken all necessary and reasonable measures to protect the
confidentiality of the customer information and its transmission through the world wide

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web and it shall not be held liable for disclosure of the confidential information when in
accordance with this privacy commitment or in terms of the agreements, if any, with the
customers.
ICICI bank Endeavour’s to safeguard and ensure the security of the information provided
by the customer. ICICI bank uses 128-bit encryption, for the transmission of the
information, which is currently the permitted level of encryption in India. When the
information provided by the customers is not transmitted through this encryption, the
customer's system (if configured accordingly) will display an appropriate message
ensuring the best level of secrecy for the customer's information.
The customer would be required to cooperate with ICICI bank in order to ensure the
security of the information, and it is recommended that the customers necessarily choose
their passwords carefully such that no unauthorized access is made by a third party. To
make the password complex and difficult for others to guess, the customers should use
combination of alphabets, numbers and special characters (like! @, #, $ etc.). The
customers should undertake not to disclose their password to anyone or keep any written
or other record of the password such that a third party could access it.
 ICICI bank undertakes not to disclose the information provided by the
customers to any person, unless such action is necessary to:
 Conform to legal requirements or comply with legal process;
 Protect and defend ICICI bank's or its affiliates rights, interests or property;
 Enforce the terms and conditions of the products or services; or Act to protect
the interests of ICICI bank, its affiliates, or its members, constituents or of
other persons.

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 PRODUCT

ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled
with convenience of networked branches/ ATMs and facility of E-channels like Internet
and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our
deposit products and provide your details online and our representative will contact you
for Account Opening.

 SAVING ACCOUNTS

ICICI Bank offers you a power packed Savings Account with

a host of convenient features and banking channels to transact
through. So now you can bank at your convenience, without
the stress of waiting in queues

 SENIOR CITIZEN SERVICES

We understand that as you reach the age to retire, you do

have certain concerns … whether your hard earned money is
safe and secure … whether your investments give you the
kind of returns that you need. That's why we have an ideal
Banking Service for those who are 60 years and above. The Senior Citizen
Services from ICICI Bank has several advantages that are tailored to bring more
convenience and enjoyment in your life.

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 YOUNG STARS

It's really important to help children learn the value of

finances and money management at an early age. Banking
is a serious business, but we make banking a pleasure and
at the same time children learn how to manage their
personal finances.

 FIXED DEPOSITS

Safety, Flexibility, Liquidity and Returns!!!! A combination

of unbeatable features of the Fixed Deposit from ICICI
Bank.

 RECURRING DEPOSITS

When expenses are high, you may not have adequate

funds to make big investments. But simply going ahead
without saving for the future is not an option for you.
Through ICICI Bank Recurring Deposit you can invest
small amounts of money every month that ends up with a large saving on
maturity. So you enjoy twin advantages- affordability and higher earnings

 HOME LOAN

The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers
some unbeatable benefits to its customers - Doorstep
Service, Simplified Documentation and Guidance
throughout the Process. It's really easy!

 PERSONAL LOANS

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If you're looking for a personal loan that's easy to get, your search ends here.
ICICI Bank Personal Loans are easy to get and absolutely
hassle free. With minimum documentation you can now
secure a loan for an amount up to Rs. 15 lakhs

 CAR LOAN

The NO 1 financier for car loans in the country. Network

of more than 1500 channel partners in over 780 locations.
Tie-ups with all leading automobile manufacturers to
ensure the best deals. Flexible schemes & quick
processing. Hassle-free application process on the click of a mouse.

 COMMERCIAL VEHICLE LOANS

Range of services on existing loans & extended products

like funding of new vehicles, refinance on used vehicles,
balance transfer on high cost loans, top up on existing loans,
Extend product, working capital loans & other banking products.

 TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from

the No 1 Financier for Two Wheeler Loans in the country.
Finance facility up to 90% of the On Road Cost of the
vehicle, repayable in convenient repayment options and comfortable tenors from
6 months to 36 months. Ride home on your Dream Two Wheeler with our hassle
free finance.

 FARM EQUIPMENT LOANS

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 Preferred financier for almost all leading tractor manufacturers in the country.
Flexible repayment options in tandem with the farmer's seasonal liquidity.
Monthly, Quarterly and Half-yearly repayment patterns to choose from.
Comfortable repayment tenures from 1 year to 9 year.

 CREDIT CARDS

CICI Bank Credit Cards give you the facility of cash,

convenience and a range of benefits, anywhere in the world.
These benefits range from life time free cards, Insurance benefits, global
emergency assistance service, discounts, utility payments, travel discounts and
much more.

 DEBIT CARDS

The ICICI Bank Debit Card is a revolutionary form of

cash that allows customers to access their bank account
around the clock, around the world. The ICICI Bank
Debit Card can be used for shopping at more than 100,000 merchants in India and
13 million merchants worldwide.

 TRAVEL CARD

Presenting ICICI Bank Travel Card. The Hassle Free

way to Travel the world. Traveling with US Dollar,
Euro, Pound Sterling or Swiss Francs; Looking for
security and convenience; take ICICI Bank Travel Card. Issued in duplicate.
Offers the Pin based security. Has the convenience of usage of Credit or Debit
card.

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  PRE PAID CARDS

ICICI Bank brings to you a complete bouquet of pre-paid

cards providing payment solutions at your fingertips. ICICI
Bank pre-paid cards are a safe & convenient way for
associate payments, disbursements, gifting & small ticket transactions. Pre-paid
cards are available on a VISA platform thus providing accessibility to over one
lakh merchant establishments & cash withdrawal from all VISA ATMs in India.

S.W.O.T. analysis of ICICI BANK

Introduction to SWOT Analysis.

The overall evaluation of the company’s Strength, Weakness, Opportunities and Threats is
called as SWOT Analysis.
The Internal Environment Analysis will give you the strength and weakness of the
business.

STRENGTH WEAKNESSES

 Right strategy for the right  Some gaps in range for certain
products. sectors.

 Superior customer service vs.  Customer service staff need

competitors. training.

 Great Brand Image  Processes and systems, etc

 Products have required  Management cover insufficient.

accreditations.  Sectoral growth is

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  High degree of customer constrained by low
unemployment levels and
satisfaction. competition for staff

 Good place to work

 Lower response time with

efficient and effective service.

 Dedicated workforce aiming at

making a long-term career in
the field.

Opportunities Threats

 Profit margins will be good.  Legislation could impact.

 Could extend to overseas broadly.  Great risk involved

 New specialist applications.  Very high competition prevailing in

 Could seek better customer deals. the industry.

 Fast-track career development  Vulnerable to reactive

opportunities on an industry-wide attack by major competitors

basis.  Lack of infrastructure in rural areas

 An applied research centre to create could constrain investment.

opportunities for developing
 High volume/low cost market is
techniques to provide added-value
intensely competitive.
services.

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 Awards and recognitions for HRM

2008
Indira group of institute, pune presented indira excellence awards for creating
opportunities for youth innovatively.

Mr.K.V.Kamath, MD&CEO, ICICI Bank wins “the Asian banker leadership achievement
awards” for the Asia pacific and gulf region2007.

2007
India time’s mindscape presented employer branding award 2007, 13thJan, 2007: taj land
ends, Mumbai awards for talent management ICICIBank Ltd.hosted by: - the savile row
company, London.

Bharti vidyapeeth’s and India time’s mindscape- gateway to knowledge capital presented
recruiting and staffing best in class award 1st Feb, 2007.Taj land ends, Mumbai.
Mr.k.ramkumar- group chief HR
Officer, ICICI Bank.
2004

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Best HR practices award- centre of international business amity business school.
International HR summit 2004.

2003

World HRD congress: innovative HR practices award in banking ICICI Bank Ltd Jan, 30
th,31st -feb1st,2nd,2003 India.

2002
Ranked third ‘best employer’ in a campus track study amongst the student of the best
business school in India conducted byORGMARG.

2000
Best CEO for innovative HR practices to Mr. Kamath by world HRD congress. National
HRD award- outstanding company award 19th Aug, 2000 for innovative HR practices.

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 CHAPTER – 4

CONCLUSION

The core function of HRD in the banking industry is to facilitate performance

improvement, measured not only in terms of financial indicators of operational
efficiency but also in terms of the quality of financial services provided. Factors like
skills, attitude and knowledge of the human capital play a crucial role in determine
the competitiveness of the financial sector. Capital and technology are replicable but
not the human capital that needs to be valued as a highly valuable resource for
achieving that competitive edge. HRM strategies include managing change, creating
commitment, achieving flexibility and improving teamwork. The other processes
representing the over aspects of HRM. i.e. recruitment, placement, performance
management are complementary.

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SUMMARY

Private banking is a concept, which is new and fast emerging in the world of banking
where changes have become a necessity in order for banks to survive in this competitive
environment vis-à-vis not only from the public and private sector banks but also from the
foreign banks. The objective of the research is to explore the various products, which a
private banker deals into and the systematic process involved to match client
requirements with the right kind of product.

Through this research one of the main objectives is to explore the reason why most of the
banks are injecting private banking as business profile to their set of service offerings.

Though private banking evolved in late 80’s in Asia, in India its not more than 5 years
old. ICICI started it in Aug 2002 and since then it has been a remarkable success. Today
there are enormous solutions to cater client needs but what suits best to a client is where
private banking fits in. Every client will have different needs, liking and preferences. So a
customized portfolio for every client is the need of the day.

This research will highlight more on the product portfolio of ICICI Private Banking, how
they have changed or innovatively structured to be attractive and competitive.

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BIBLOGRAPHY

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