Introduction of Human Resource Management Department of HBL

8/6/2019 Introduction of Human Resource Management Department of HBL

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Introduction of Human resource Management

department of HBL:

Human Resource management structure:

The HRM department plays an important role in value of any company. HBL has very

active and one of the best HR department in Pakistan as well as world wide. The structure

is as the President is assisted by ten Senior Executive Vice-Presidents and a staff of 29

Executive Vice Presidents, 154 Senior Vice Presidents, 420 Vice Presidents, 831

Assistant Vice Presidents, 2350 officers Grade-I, 4108 officers Grade-II, 3364 officers

Grade-III and 10658 Clerical/Non-Clerical employees. The total staffing as per 1999 balance sheet figures is 23022.

Strategic planning of HBL:

HBL uses two types of Corporate-level strategies

Diversification strategy

Geographic expansion strategy

Diversification Strategy: It implies that HBL will expand by adding new service

lines. With the passage of intervals HBL is used to introduce new banking services.

Geographic expansion strategy: It takes the company abroad. Acting upon this

strategy HBL has been expanded abroad. The abroad branches are mentioned above in

introduction section. HBL is planning to expand its business and branches in more

countries.

Business level strategies used by HBL are

Cost leadership

Differentiation


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Focus

Cost leadership: HBL aim is to become low-cost leader in banking sectors that is why

HBL is providing effective services in low cost than other banks in Pakistan.

Differentiation: HBLs strategy is to provide unique banking services to its customers

in banking sectors to make itself valuable for its customers.

Focus: HBL provides banking services to its customer in that way that customer cannot

get that services from other competitors.

Functional Strategy:

HBL identifies basic courses of action that each department pursues in order to get basic

goals and objectives of HBL. Harmony of departments towards HBLs single goal makes

it unique in the competitive market.

Job Analysis:

The procedure for determining the duties and skill requirements of a job and the kind of

person who should be hired for it is called Job analysis. Job analysis is every important as

job analysis information is used in Selecting and recruiting, compensation, performance

appraisal, training and in resolving other issues which HBL faces. HBL takes Job

analysis services from Sidat Hyder Morshed Association (SHMA) which is the biggest

HR consulting firm in Pakistan. The methods which are used in collecting job analysis

information are

The interview Questionnaires

The Interview for job analysis:


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Interview is a big source in collecting information in the job analysis. Individual

employees, group of employees and supervisors with vast knowledge about jobs are

interviewed. The format of interview is Structured and unstructured. In structured

interview a set of sequence of questions are followed by interviewers and in unstructured

type of interview the interviewer pursues points of interest as they come up in response to

questions.

Questionnaires:

In questionnaire the employees solve the fill out questionnaires to describe their job-

related duties and responsibilities. The formats of questionnaires are either structured or

open ended.

Quantitative job analysis techniques:

Following methods are also used in job analysis which are called quantitative job analysis

techniques

The position analysis questionnaire (PAQ):

A questionnaire used to collect quantifiable data concerning the duties and

responsibilities of various jobs.

The Department of Labor (DOL) procedure:

A standardized method by which different jobs can be quantitatively rated, classified, and

compared.

Job description:

After getting job analysis information the next step is to describe job description which

contains the points of job identification, job summary, chain of command relationships),

responsibilities and duties, standard occupational classifications and standard of

performance and working conditions.


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Job specifications:

After formulating job description the next step taken is job specification in which the

traits of employees are defined who are assumed suitable for the job.

HR manual contains five processes

1. Selecting and Recruiting

2. Training and Development

3. Performance Appraisal

4. Compensation

5. Employee relation

1. Selecting and Recruiting:

The recruitment and selection process starts with employment planning. This process of

deciding what positions the firm will have to fill, and how to fill them. Personnel or

employment planning embraces all future positions, from maintenance clerk to CEO.

Selecting and recruiting process according to HBL

The diagram below represents the process on which HBLs selection is based. This gives

an overview to potential candidates as to the steps involved in becoming a part of the

HBL team.


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In recruitment process first of all planning session is occurred, in planning session it is

determined that which section HBL will have to fill and how to fill. If there is a vacancy

of executive job then succession planning is done for filling that vacant place.

Analysis of positions and requirement:

After planning it is analyzed that which position is going to be filled and the requirement

is analyze by job analysis.

Identify candidates:

HBL identifies its candidates by developing the criteria of job description and job

specification and acting upon these criteria job vacancy ads are spread through different

Medias like newspapers and internet.

Outside sources:

HBL uses outside sources for recruitment which are

Advertising

1. Newspapers (Daily Jung, Nawa-e-Waqt, The Nation, Dawn and Daily Khabreinetc)

2. Trade and professional journals (Aurora Magazine)

3. Internet job sites (rozee.pk)

Outside sources of candidates:

1. Sidat Hyder Morched Association works for outsourcing for HBL.

2. College recruitment

3. Employee referrals

4. Walk-ins

Finding internal candidates:

1. Job Posting

2. Rehiring former employees

Prescreening and short listing:


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Many candidates apply for job in response to vacancy ads by submitting their CVs.

Selection board goes through those CVs and selects those candidates which initially

fulfill criteria of selection board. After prescreening selection board short lists the

candidates who are considered most suitable for job at initial level on the basis of their

resume.

Test/ interview:

In this process short listed candidates are called for test and interview according to nature

of their applied jobs.

Selection Interview:

Selection interview is conducted for short listed candidates. A selection interview is the

procedure designed to predict future job performance on the basis of applicants oral

responses to oral inquiries.

Formats used in selection interview:

Structured/Directed

Unstructured/Non directed

Modes of Interview:

Penal interview

An interview in which a group of interviewers questions the applicant.

Structured sequential interviewAn interview in which the applicant is interviewed sequentially by several persons; each

rates the applicant on a standard form.

Types of questions:

Situational:

A series of job-related questions that focus on how the candidate would behave in a given

situation.

Job related:A series of job-related questions that focus on relevant past job-related behaviors. These

types of questions are asked from those candidates who have past experience of job.

Stress:

An interview in which the interviewer seeks to make the applicant uncomfortable with

occasionally rude questions that supposedly to spot sensitive applicants and those with


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low or high stress tolerance. These sorts of questions are asked according to high

designation of candidate.

Puzzle questions:

Recruiters for technical and finance job use questions to pose problems requiring unique

solutions to see how candidates think under pressure.

Testing:

Organizational performance always depends in part on subordinates having the right

skills and attributes. Keep in view this point HBL tries its level best to hire highly skilled

and suitable employee for each job. For judging these skills HBL conducted some tests of

employees on the basis of

Reliability

Test validity

The consistency of scores obtained by the same person when retested with the identical or

equivalent tests is called reliability and the accuracy with which a test and interview what

it purports to measure or fulfills the function it was designed to fill is referred as validity.

Types of test:

Generally two types of tests are taken in HBL

Tests of Cognitive ability

Physical testso Cognitive test abilities consists of

1. Intelligence Tests

Tests of general intellectual abilities that measure a range of abilities, including memory,

vocabulary, verbal fluency, and numerical ability are intelligence tests.

2. Aptitude tests

Tests that measure specific mental abilities, such as inductive and deductive reasoning,

verbal comprehension, memory, and numerical ability are aptitude tests.o Tests of physical abilities

Tests that measure static strength, dynamic strength, body coordination, and stamina are

physical. Job related to guards and deliverers go through this sort of test.

HBL adopts recruitment process as


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Entry level programs

Experienced professionals

Campus recruitment

Rehiring

Entry Level Programs:

HBLs Entry-Level Programs are structured to ensure that you will quickly assume

responsibility for concrete tasks and important projects. Rotational assignments across

different business units provide a comprehensive and valuable experience in a relatively

short amount of time.Experienced Level Program:

HBL recruits experienced professionals in all areas of the bank and encourage the

creation and pursuit of innovative ideas. HBLs dynamic work environment offers

diverse opportunities to stimulate ongoing employee needs and supports career

enhancement opportunities. HBL encourages you to explore this section to find out about

current job openings and how to submit your resume.

Campus recruitment:

HBL is proud of its ability to nurture individuals and empower them to hone their

talents. HBL size gives itself the unique ability to provide fast growth and significant

responsibility early on in a career with multiple avenues to reach the top.

As part of HBLs human resource strategy, HBL visits various universities across the

country to induct & groom fresh business graduates every year. Enthusiastic and talented

youth form the backbone of its banking operations and are nurtured to become future

leaders at HBL.

To attract the best young talent, HBLs resource department employs a pro-active

strategy. HBL actively participates in campus seminars by giving presentations that

highlight HBLs background, vision, mission, values, recruitment & selection process,

future career prospects and overall business strategies. HBL hires fresh talent on a

permanent basis and offer a wide range of career opportunities across all functions,


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including Finance, Marketing, Operations, Information Technology and Human

Resources.

Rehiring Former employees:

It is an internal hiring source. Rehiring the former employees is the process in which

HBL rehires the former employees. But this process is practiced very rarely.

Final Selection:

After going trough all the processes the best candidates according to HBLs selection

boards are selected.

Orientation:

Just after final selection and before starting of training process orientation is conducted

for selected employees in orientation new employees are provided with basic background

information about the HBL the basic contents of successful orientation are

o Information on employee benefits

o Personnel policies

o The daily routine

o Company organization and operations

o Safety measures and regulations

2. Training and development:Training is the process of teaching new employees the basic skills they need to perform

their jobs and development is result of that training.

For training and developing HBL follows five steps process of training and development

Needs analysis: Identify job performance skills needed, assess prospective

trainees skills, and develop objectives.

Instructional design: Produce the training program content, including workbooks,exercises, and activities.

Validation: Presenting (trying out) the training to a small representative audience.

Implement the program: Actually training the targeted employee group.

Evaluation: Assesses the programs successes or failures.


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Task analysis:

In this area a detailed study of a job to identify the specific skills required, especially for

new employees are analyzed.

Performance analysis:

After analyze the main tasks required in performing jobs it is verified that there is a

performance deficiency and determining whether that deficiency should be corrected

through training or through some other means (such as transferring the employee). If

there is found some deficiency in performing job then training is highly recommended to

recover deficiencies.

Training methods used by HBL:

On-the-job Training

Off-the-job Training

Apprenticeship Training

Informal learning

Effective lectures

On-the-job Training:

Having a person learn a job by actually doing the job is OJT. Methods of OJT are

Coaching or understudy Job rotation Special assignments Action Learning

Coaching or understudy: It is the OJT method in which employee is coached and taught

by profession that how to do the job in order to meet HBLs goals and objectives. At

managerial level the trainee works directly with a senior manager or with the person he or

she is to replace; the latter is responsible for the trainees coaching.

It is done at all levels of job. New employees are trained through coaching and old

employees are also trained through this method like when some new innovation is

introduced old employees are trained in order to handle that new innovation. In 2008 all

managers have been trained to operate Misys Software (Automation of service provision

and book management).


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Job Rotation: Moving a trainee from department to department to broaden his or her

experience and identify strong and weak points. Job rotation is usually done at

managerial level. HBLs Manager Associate (MA) program is used for job rotation

training.

Special Assignments: Special assignments are also given to employees for special

training. These assignments are actually related to tasks within the branch by achieving

those tasks assigned by trainer, employee get training.

Action Learning: Management trainees are allowed to work full-time analyzing and

solving problems in other departments. This OJT method is just for managerial level

employees.

Off-the-job Training:

It is the method which is opposite to the OJT. In this method employee does not get

training at his/her work place. This method of training is only for managerial level

employees. Off-the-job training methods are

Case study method

Outside seminars

Case study methods: special case studies are given to employees which contains some

dilemma about banking sector. By solving those case study problems employee gets

training to take bold and effective decision in crucial situations.Outside seminars: HBL encourages its employees to participate in the seminars

arranged by banking sectors not just in the Pakistan but also beyond the boarders. By

participating in outside seminars employee gets authentic knowledge about the new

horizons of banking sector which is useful for HBL and makes it leading bank in

Pakistan.

Apprenticeship Training:

A structured process by which employees become skilled workers through a combinationof classroom instruction and on-the-job training. It is actually combination of OJT and

lectures delivered to employees. It may be for both levels of managerial and fresh

employee. In this method employee is first given the lecture about his/her job and after

that implementation of lecture in practical field is observed.

Informal Learning:


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The majority of what employees learn on the job they learn through informal means of

performing their jobs on a daily basis.

Effective Lectures:

Lectures about jobs are also delivered. These lectures are delivered to new employees as

well as senior level employees and managerial level too. In these lectures employees are

prepared for facing new challenges in the banking sectors and also told them how to

achieve those challenges.

Succession Planning:

It is actually management developing program. Management development is attempt to

improve current or future management performance by imparting knowledge, changing

attitudes, or increasing skills. In order to achieve management development, succession

planning is done. Succession planning is a process through which senior-level openings

are planned for and eventually filled. The main purposes of succession planning are

Anticipate management needs, Review firms management skills inventory, Create

replacement charts, Begin management development. HBLs Management Trainee (MT)

program deals with succession planning. MT is defined in the following section of

Training and developing methods.

Training and development programs at HBL:HBL uses following programs for training and development

Management Trainee

Management associate

Cash officers

Internships

Management Trainee:HBLs Management Trainee (MT) program looks for highly motivated individuals who

exhibit the potential to excel as future leaders. The program is geared towards providing

challenging work assignments complemented by a learning component for select

individuals from reputable universities. At HBL, the MT program offers extensive


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interactive classroom training, on the job rotations and personal mentoring from senior

management to provide a comprehensive learning experience. The objective of the

program is to realize potential and translate the experience into a successful banking

career.

Management associate:

HBLs Management Associate Program is a training and rotational program focused on

dealing with branch banking requirements. It provides accelerated development

opportunities across HBLs branch network of Retail, Corporate & Commercial banking.

During this program, candidates are assigned with challenging business scenarios to

enhance their critical and analytic skills. Another crucial element of the program ensures

that managerial skills are honed and developed. This provides associates with the

expertise required to handle supervisory and administrative tasks that will result in the

development of successful business managers.

Cash officers:

HBLs Cash Officers Program catapults successful candidates to the front lines of the

bank. Candidates in this program are the banks ambassadors and must have exemplary

skills in dealing with clients. The program involves an extensive one-month training

period based on branch banking operations before placement in the branches. Energetic

and focused graduates from HEC recognized institutions with good communication andinterpersonal skills qualify for HBLs Cash Officers Program. Before being placed at

HBL branches, these individuals must exhibit a proven ability to add value and act as

agents of change.

Internships:

HBLs Internship Program offers promising students with the exciting opportunity to

apply their classroom learning experience to real life corporate assignments. Through the

program, internees can support their career goals by using the internship as a launching pad for creating contacts with professionals in the field and identifying their own

competencies to build a successful career with HBL.

3. Performance Management and appraisal:


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Evaluating an employees current and past performance relative to its performance

standards is called performance appraisal.

A process that consolidates goal settings, performance appraisal, and development into a

single common system to ensure that employees performance is according to companys

aims is called performance management.

Performance management and appraisal at HBL:

HBLs performance management and reward systems ensure that goals are met in an

effective and efficient manner. HBL defines a clear path for you to contribute to the

organizations overall goals, peppered with regular reviews and feedback to help you

gauge your progress. At HBL growth is not a function of time but rather of performance.

As your performance improves, the role that you play within the organization will

accelerate to reflect your input. HBL generally uses BARS ( Behaviorally anchored rating scale) it is an appraisal method that uses quantified scale with specific narrative

examples of good and poor performance.

Performance Appraisal form of HBL:

HBLs performance appraisal form contains two sheets, one is FORM B2 and other is

FORM B3. FORM B2 contains appraisal for Clerical staff at branch or Field Offices

there are two main headings Area/factors and level of achievement points. Level of

achievement point contains five points ratings A (4), B (3), C (2), D (0-1) and N/A.AREA/factors contains five kind of factors which are

A-Productivity

B-Individual \attributes

C-Technology

D-Customer Service

E-Personal

Each area is further categorized in different factors.

Area A-Productivity contains

1. Job knowledge

2. TD clearing/Bills Ledger Posting

3. Timely Lodgment of Clearing


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4. Followed Return unpaid cheques

5. Nothing of Stop Payment Instruction

6. Volume of Work Handled

7. Accuracy & Attention to Detail

8. Willingness & Ability to work with other units/people

9. Ability to write Effectively

10. Adoptability of new assignments

11. Deposit Mobilization /saving/current CPDC etc

12. Number of fresh account arranged

13. Reduction in customer complaint

14. Hajj application target

15. Timely Balancing of branch ledger/books etc16. Accuracy in counting/cash handling & counting speed

17. Receiving of payments of utilities

18. Dispatch of requisite statements

19. Maintenance of guns in order

20. Zero theft

21. Delivery of letter/Dak in time

22. Quality of work

23. Speed of work

24. Filing and record keeping

25. Typing/data entry speed

26. Typing/data entry accuracy

B-Individual Attributes contains

1. Professional/technical knowledge & competency

2. Initiative (eagerness to learn, enlarge knowledge)

3. Reaction to responsibility

4. Sense of responsibility

5. Oral communication Ability

6. Written communication ability


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7. Sorting of notes

8. Cash excess/shortage situation

9. Performing under pressure

10. Ability to work without supervision

11. Willing to work after office hours

C-Technology contains

1. Knowledge of computer

2. Knowledge of internet & E-mail

D-Customer contains

1. Courtesy to Customer 2. Rapport with customer

3. Creative response to customer needs

4. Business sense (maximum revenue/ minimum cost)

E-Personal contains

1. Health & energy

2. Appearance

3. Integrity & loyalty

4. Grooming

5. Manner of speech

6. Attitude

7. Intelligence

8. Leave record

9. Attendance record

10. Punctuality

Each factor is marked tick against level of achievement and in the end total points scored

is written in the specific box. Also the signatures of appraisee and appraiser are taken.

FORM B3:


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This form contains two big boxes. First box is about Development Plan/ Supervisor

comments. In this box supervisor gives comments about appraisee strengths and further

appraisees development needs (need to improve academic & professional qualification).

Second box is called overall assessment box. In this box appraiser gives the overall

performance grade to appraisee according to B2 form and the grade is given in form of

A, B, C, D. Then comments of appraisee is also taken in form of agree/disagree. Then

overall assessment is reviewed by reviewer and reviewer gives its comments too, but it is

not necessary. After it final acceptance of appraisee is also taken along with signatures.

Following is some brief detail about appraisal areas

A-Productivity:

Productivity is actually about the performance of employee in the clerical field. It

indicates that how much effectively and efficiently an employee performs its duty and

how much employee is committed with the achievement of organizational goals and

objective. Following factors of Productivity are defined briefly;

Job knowledge: It is first and basic factor of productivity. This factor shows that how

much employee has awareness about his/her job.

TD clearing/Bill ledger posting: This productive factor indicates the ability of employee

about ledger posting of HBL. His shows how much an employee is expert and clear inindicating or posting of ledger regularly.

Timely Lodgement of clearing: This is the job in which the employee of HBL is to

present the cheques of other banks, which are given by customers for depositing in their

accounts in the State Bank before 10 oclock. In this assessment it is determined whether

employee is punctual in presenting cheques to State Bank in the specific time.

Follow return unpaid cheques: In this job the employee is to return the unpaid cheques

to the bank before 3 pm which are rejected by State Bank due to some incompleteness

like absence of signatures, inefficient money in the account of customers or other reasons

cause refusal of cheques by State Bank. In performance appraisal it is assessed that

whether employee is fulfilling his job well or not and on the basis of his performance he

is given points.


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Noting of Stop payment Instruction: In this job employee notes the stop payment

instruction due to lose of cheques by customer. If customer loses his/her cheques then

he/she has to tell about lost cheques to the branch of HBL and in response the employee

is to note down the stop payment and also feed this information in the computer for

database record in order to restrict misuse of the lost cheques.

Volume of work handled: In this assessment it is noted that how much volume of task

or work is being handled by employee and on the basis of volume of work handled the

employee gets points of achievement against the block in appraisal form.

Accuracy & attention to detail: In this job it is indicated that how much an employee is

attentive and accurate in noting down the job whether he/she is performing at desired

level or not.

Willingness and ability to work with other people/unit: In this section it is noted thathow much the employee is willing and how much he/she has the ability and quality to

perform well in the group of people or unit and it is determined is he/she is able to

perform in the group or not if a group task or assignment is given.

Ability to write effectively: In this assessment it is noted that how much employee has

effective skills of writing which matters in reporting or hand written application.

Adoptability of new assignments: In this job it is determined how much employee is

able adopt new assignments related to his/her job. Does he/she have ability to adopt new

challenges in his/her job?

Deposit Mobilization/saving/current CPDC etc : In this factor it is assessed that how

much the employee is responsible for depositing certificates of saving, current and CPDC

(Crore Pati Deposit Certificate) purchased by customers.

Number of fresh account arranged: In this job the employee is to arrange new accounts

by feed the data in the database system and issuing cheques books. In this assessment it is

appraised that how much the employee has arranged newly opened accounts and on the

basis of number the employee is granted with grade on the appraisal sheet.

Reduction in customer complaint: This job is related with customer service member. In

appraisal it is defined how many complaints of customers are reduced by employee.


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Haj application target: This job is related with Islamic Banking section of HBL. Each

employee is given with the target of submission Haj application. On the basis of

submitted target Haj application employee gets point ratings on appraisal form.

Timely balancing of Branch Ledger/books: In this job employee has to balance the

branch ledger on the daily basis. On the basis of balancing of ledger in time the employee

is given grade points on appraisal sheet.

Accuracy in counting/cash handling & Counting speed: This determines that how

much employee is able to count or handle the cash efficiently and how fast cash is

counted by the employee.

Dispatch of requisite statements: In the bank the employee of related job is to dispatch

the balanced Ledger/Books, financial statements and number of accounts before authority

of branch on monthly basis. While appraising employee it is defined that how muchhe/she is efficient and punctual in his/her job.

Maintenance of Guns in Order: In this assessment it is determined that how much the

employee is active in performing the order of his/her head. The obedience of the

employee to his/her head in the bank task is counted in this assessment.

Zero Theft: In assessment the employee is assessed according to handling of his/her

honesty in his/her job. It is counted that how much he/she has been committed with theft

in performing job.

Delivery of Letter/Dak in time: This job is about the deliverer of letter/Dak to the one

bank to other banks, one branch to other branches of HBL and dispatch of cheques to

State Bank. The employee is graded with points according to punctuality in delivery in

the appraisal form.

Quality of work: In this assessment the employee is given with grade points according to

quality of his/her performance in his/her specific job.

Speed of work: In the assessment of job this factor shows that how much fast and

efficient an employee is in performing his/her task related to his/her field.

Filing and record keeping: In this job the employee is to file and record the data of

customer for database. According to effectiveness of record keep employee gets points in

appraisal form.


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Typing/Data entry speed: This is about computerized record keeping. In this factor it is

assessed that how much the employee has speed in typing data.

Typing/Data entry accuracy: In record keeping it is noted that how much accurate the

employee is in typing data for database.

B-Individual Attributes:

This area of factor is about the employees attribute or properties in performing job.

Followings are factors of individual attributes;

Professional/technical knowledge & competency: In this attribute it is checked that

how much the employee has professional skills about his/her job and how much he/she is

competent has technical knowledge about his/her job in the bank.

Initiative (eagerness to learn, enlarge knowledge): In this factor it is noted that how

much employee is eager to learn new thing about job and how much he/she is interested

in enlarging knowledge of job. Initiative factor is very important in job field cause initiate

new task in the field is good attribute of professional employee.

Reaction to responsibility: In this attribute it is assessed that how the employee reacts

when some responsibility is given to him, it is noted whether he/she reacts warmly and

professionally or considers new responsibility as a burden.

Sense of responsibility: in this attribute it is assessed that how the employee takes the

responsibility whether takes it professionally and serious or carelessly.Oral Communication Ability: In this factor it is assessed that how much employee has

ability to communicate orally with the customers and head. Speaking skills are counted in

this appraisal.

Written Communication ability: In this attribute the ability and writing skills of

employee is assessed.

Sorting Notes: In this factor the ability of sorting and handling of currency notes are

judged. It is assessed that whether employee is sorting notes according to sequence.

Cash excess/shortage situation: Cash handling is noted in this factor. It is a negative

appraisal. Some time employee gives or receives more or less amount by customers, if

he/she gives more than real amount then he/she has to compensate this money from

his/her own pocket.


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Performing under pressure: In this factor the performance of employee is assessed

under pressure situation. It is checked that how much he/she is capable and confident to

perform under pressure circumstances.

Ability to work without supervision: In this factor it is checked that how much the

employee is able to perform his/her duty efficiently without supervision and it is also

assessed that whether supervisor has to keep eye on his/her to get the work one.

Willing to work after office hours: In this factor it is noted that how much employee is

dedicated towards his/her job even after office hours.

C-Technology:

This is the area of appraisal in which the capability of using of technology of employee is

assessed. Followings are major factors of area of technology

Knowledge of computer: The knowledge of using of computer is counted in this factor.

Knowledge of e-mail & internet: The knowledge of internet and sending/receiving is

assessed in this factor of technology area.

D-Customer Service:

This is the area of appraisal in which the motivational and dedicated level of employee

toward customer service is assessed. Followings are factors of this area;

Courtesy to customers: in this factor of customer service area it is assessed that how

much employee is courteous towards customers, whether he/she is deals with customers politely or harshly.

Rapport with customer: In this factor it is assessed that whether employee cashes the

cheques of customer within time or he/she makes customers wait due to his/her personal

gossips etc.

Creative response to customers needs: In this factor it is judged that how creatively

and professionally the employee responses to customers needs regarding banking

system.

Business sense: This factor determines the sense of employee regarding business that

whether he/she knows about economic terms and their uses.

E- Personal:

This is the area in which personality of employee is evaluated. Factors of this area are as

following;


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Health & Energy: In this factor of personal area physical and mental health of

employee is evaluated and also the use energy of performing in job.

Appearance: In this factor the appearance of employee is counted. The dress code and

manner of dressing is assessed.

Integrity and Loyalty: In this factor the loyalty and integrity of employee is assessed.

The dedication and commitment of employee while performing duty is counted. Honesty

and faithfulness with job and company is also assessed.

Grooming: In this factor the development and grooming of employees personality is

counted.

Manner or Speech: In this factor of personality the manner of speech or manner of

talking to others are assessed. Manner of speech should be polite and understandable.

Attitude: In this factor the employee gets point on the basis of positive and professionalattitude in his/her personal life.

Intelligence: In this factor of personality the intelligence of employee is evaluated.

Attendance record/Leave Record/Punctuality: The employee is given grade points on

the basis of regular and timely attendance according to time table.


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4. Compensation:The salaries, rewards, bonuses, and incentives on the basis of job and performances are

compensations.

Compensation at HBL:

HBLs focus is on attracting, developing and retaining the best in the business by

offering market driven compensation and benefits packages. HBLs compensation and

benefits strategy combines the need to maintain a high performance culture along with

market competitiveness. Annual benchmarking exercises are conducted to stay abreast

with industry standards. According to performance each employ gets benefits and

compensation. Time does not matter only performance matters at HBL. Employees are paid in two forms

Direct payments

Indirect payments

Direct financial payments: Pay in the form of wages, salaries, incentives, commissions,

and bonuses.

Indirect financial payments: This mode of payment is not related to cash payments like

medical, insurance, residence, car, car fuel etc.

5. Employee relation:Employee Relations involves the body of work concerned with maintaining employer-

employee relationships that contribute to satisfactory productivity, motivation, and

morale. Essentially, Employee Relations is concerned with preventing and resolving

problems involving individuals which arise out of or affect work situations.

The environment at HBL is cultural, ethical and challenging that that encouragescreativity and commitment among employees. HBL fosters a work environment where

employees can realize their potential whether locally or in the international arena. Thus,

HBL enables its employees to achieve their professional goals while keeping in synch

with the banks overall objectives.


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HBL believes in two skills for employee relation

Interpersonal communication

Conflict management

Interpersonal communication skill: At HBL the first skill for managers to understand

and practice is interpersonal communications, because it is the foundation for all actions

in the workplace and it allows the manager an opportunity to build relationships with the

overall workgroup without alienating anyone in the work environment. Working with

diverse groups of people requires a tremendous amount of interaction. If these

interactions are positive, they can help create the right workplace climate, attitudes,

beliefs and behaviors. Keeping in view these all points interpersonal HBL emphasizes on

strong interpersonal communication skill for effective accomplishment of goals.

Conflict management: In HBL the second skill for managers to leverage, is conflict

management. It is actually conflict resolving approach. Learning to leverage this skill

helps in resolving employee relations issues quickly and effectively, and creates greater

satisfaction with the workgroup. In this skill manager let his/her subordinates to speak

and say whatever they feel during working with manager. Manager cares employees

emotions and feelings.

Our Suggestions for betterment of HBL: HBL is Pakistans largest bank. It should eliminate the cost of online banking

since they charge cost of online transaction or transfer.

HBL is initiator of Tele-banking service which is unique service in Pakistan.

Through this service we can get information about our personal account on

telephone. Most of times customers find the service operator busy. HBL should

increase their tele-banking service centre.

HBL has begun campus recruiting which provides youngsters to come ahead but

their campus recruiting process is so slow. They should increase their pace of

hiring youngsters as other banks are doing successfully. They should provide

more and more opportunities to fresh graduates and masters.

The process of promotion at HBL is slow so they should maximize the promotion

process which would be source of motivation for their employees.


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At many occasions HBLs ATM network gets slow and their AT machines dont

allow for transaction they should renew their ATM links in order to make their

customers avoiding inconvenience.

Documents

Introduction of Human Resource Management Department of HBL