HSBC started its operations in Bangladesh in 1996 and is a tremendous success today.

A recent review of its financial report and a study of HSBCs customer satisfaction level prove this:

Fig: A measure of HSBC Bangladesh Customer satisfaction level

Average Customer Satisfaction Level score of HSBC Bangladesh is 4.37 which indicate a satisfactory performance where satisfactory level is considered in between 4.00 to 4.50.

To provide the services efficiently, the people of HSBC Bangladesh are responsible. Decision making authority: HSBC Bangladesh is a decentralized organization where the heads of each department in the frontier levels make important decisions and report to higher levels. HSBC Bangladesh hires local people because they believe that it is a best way to understand a country and its culture. Thus HR planning process is an important management strategy for HSBC.

The Human Resource Planning Process:

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(a)

Job analysis:
HSBC makes a yearly review of the number of employees they need in any particular sector of its many operations and then decides the educational qualifications, skills and experience required for each job they offer.

(b)

Recruitment:
HSBC Bangladesh follows the internal job posting method and external methods includes advertisement in newspapers and posting on the job vacancy column of HSBC website (the internet)

(c)

Selection:
HSBCs selection process includes unstructured interview and work simulation technique. HSBC first checks whether job applicants meets the requirements and then interview the qualified applicants. Those who pass the interview undergo the work simulation process. HSBC usually looks for highly capable, confident and enthusiastic individuals who can work efficiently in groups.

(d)

Training and development:

HSBC believes that their primary competitive advantage comes from their employees. To maintain its competitive advantage, HSBC develops a superior work force by offering several training programs as follows: Internal Training Programmes: Seminars, workshops and locally tailor made training on various topics are offered directly by HSBC Training and Development Department at their training centres.

External Courses: Job related courses, seminars, workshops and conferences developed and presented at HSBC offices worldwide.

Distance Learning: Web-based and multimedia self-study programs available through HSBCs Intranet. Resident Management Trainee Programme
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The Resident Management Trainee programme selects a group of high potential executive trainees and provide them with effective, systematic training and development opportunities to acquire an excellent understanding of the commercial and business operations.

(e)Performance appraisal system:

HSBC evaluates employees performance based on their task performance behavior. HSBCs performance appraisal system consists of Behaviourally Anchored Rating scale and 360 degree feedback within the organization.

(f) Compensation:
(1) Pay structure: The pay structure of the employees in HSBC is arranged according to certain specific positions. Compensation is structured differently for several levels Head managers of HR, CMB (commercial banking), PFS (personal financial service), and FCD (financial control department) Deputy heads including branch managers, proposition managers, credit managers Customer service managers, cash service managers, supervision sales managers and other officers. (2) Benefits: HSBC continually evaluates and reviews its employee benefits to ensure that benefits are competitive and in line with their employees needs. Employee benefits include: * Market competitive remuneration package and annual cash bonuses. * Health plan and routine medical allowance. * Short and long-term disability coverage and life insurance. * Paid leave for marriage, maternity and sickness. * Staff banking privileges.

Motivation:
Employees in this organization are given a lot of positive motivation, with cash benefits in most cases. Motivation in HSBC is given internally as stimulators to strengthen the individuals
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performance and combined with external pull forces judging the position of the employees. Provision of motivation is practiced by the two-factor theory by combining intrinsic factors such as recognition, personal growth and achievement with extrinsic factors such as compensation and relations to others. Motivation is also given accordingly by performance evaluation and comparison to other employees, which is explained by the equity theory.

Performance is evaluated as: Outstanding (promotion + bonus + huge incentives) Very good (bonus + huge incentives) Good (moderate bonus ) Average (small bonus + no incentives) Poor (nothing additional is given as a reinforcement)

HSBC provides a family-like working environment and fosters good relationships among all employees within the organization that keeps everyone highly motivated.

Leadership:
For the success of any organization, leadership is one of the main aspects, because without leadership there is no vision and without any vision an organization cannot possibly set or reach its goals. Leadership at HSBC: In most organizations, when they select employee they look out for people who are geniuses i.e. extraordinary at what they do. However at HSBC things run a little bit differently, as HSBC always claim that their main strength is their people, all of their employees are not geniuses, their strength lies in the dedication of their people. HSBC leaders carry a mixture of both transformational and charismatic roles in their leadership styles, by turning desired objectives into achievements and by influencing others through enthusiasm.

To be a leader a HSBC an employee must have a few characteristics and these are: Effort Self-confidence Knowledge Desire
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Focus

HSBC also believes that everyone is not a born leader, so they have several Management Training Programs in their business units; they offer rotational job assignments, mentoring, networking and formal training to high-potential employees to help them become leaders. A leader at HSBC not only helps reach the goals set by the organization but it also helps other employees to develop their professional skills. Regular coaching, recognition and feedback gives the employees the opportunity to improve and excel.

Recommendations:
Even though HSBC is a success in Bangladesh, there are several ways it can improve: Target broader range of customers and investors, including low income brackets (agricultural sectors) Focus toward starting their own credit card services Management should conduct more service campaigns