Internship Report On Recruitment and Selection Policy of the City Bank Ltd.

Submitted To: Raihana Mannan

Lecturer BRAC BUSINESS SCHOOL

Submitted By:
Md. Rahat Khan MBA ID: 10364058

Date of Submission: 23 December 2012

LETTER OF TRANSMITTAL

23 December, 2012 Rihana Mannan Lecturer Brac Business School Brac University 66, Mohakhali Dhaka-1212 Subject: Submission of Internship Report. Dear Madam, I am submitting an internship report titled for Recruitment and Selection policy of The City Bank Ltd.. Your guideline has been followed in every aspect of preparing this report. I have really enjoyed working on this report and I hope that my work would meet the level of your expectation. Any query on this report is appreciated. Thank you

Yours Sincerely . Md. Rahat Khan ID: 10364058 Brac University

ACKNOWLEDGEMENT
I wish to acknowledge the immeasurable grace and profound kindness of the Almighty Allah, the supreme ruler of the universe, who created me and enables me to make my dream in a reality. First I specially thanks and appreciation to my honorable supervisor Ms. Rihana Mannan Lecturer, Department of Business Administration, Brac University Bangladesh. Very sincerely, my heartfelt thanks go to my supervisor, M.A.Qaiyum (SAVP) for his guidance and evocations for this report. This report could not have been completed without his co-operation and valuable guidance. My cordial thanks go to Saef Md. Saeful Seraj (Assistant Manager, Asset Operations) and Md. Azizur Rahman (Officer) who gave me the opportunity to do my job. I am privileged my enjoying assistance and guidance of all the officers and employees of City Bank Limited, for supporting and giving me pleasurable working experiences and helping me prepare this report during my internship period. Finally I would like to pay my deep gratitude to my reverend persons for their unbound forbearance, continuous encouragement and generous help in sustaining my prolonged studentship.

EXECUTIVE SUMMARY
This report based on the internship program, partial requirement for the Masters of Business Administration in Brac University Bangladesh. The main objective of this report is the recruitment and selection policy of The City Bank Ltd. Internship in City Bank was a great practical experience for my carrier life. City Bank is a first generation commercial bank in Bangladesh. Recently it changes it mission, vision and business goals. They changed their branch banking system to central banking system to operate their business with low cost and with minimum risk. The report discusses about all the issues of recruitment and selection procedures of CBL. This report is categories in five different chapters. In chapter one introduction, purpose, objective, scope, methodology, limitations are discussed. In chapter two organizational profile of the city Bank Ltd, Chapter three discussed recruitment and selection process of CBL, Chapter four discussed major findings, Chapter five finally recommendations and conclusion are given in this chapter. Although there are some limitation City bank HR trying their best to input right people at right time and in right place. I tried my best to concentrate to write all the recruitment and selection procedures of City bank and recommended some issues for better HR system in City Bank.

Table of Content
Content
Letter of transmittal Acknowledgement Executive summary Page I I1 111

Chapter 1 Introduction
1.1 1.2 1.3 1.4 1.5 1.6 1.7 Introduction Background of the study Significance of the study Scope of the study Objective of the study Methodology Limitations of the report 8 8 9 9 9 10 11

Chapter 2 Organizational Profile Part-1

2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 2.11 Profile of CBL Vision of CBL Mission of CBL Objective and goal of CBL Corporate slogan of CBL CBL Corporate Culture Board of Directors Organ gram of CBL Management Structure Functional Division of CBL SWOT Analysis of RFC of CBL 13 14 14 14 15 15 15 16 17 18-19 20

Chapter 2 Organizational Profile (Activities Undertaken) Part-2

2.1 2.2 2.2.1 2.2.2 2.2.3 2.2.4 Work Related Major Parts of RFC Activities at MIS Activities of Analysts Asset Operations Activities Collection Activities 21 21 22 22 23 23

Chapter 3 Recruitment & Selection

3.1 3.2 3.3 3.4 Recruitment & Selection Recruitment Process Factors to be considered in Selection Procedure Selection Procedure 25 25 25 26-33

Chapter 4 Major Findings

4.1 4.1.1 4.1.2 Major Findings Recruitment procedure Selection Procedure 35 35 36

Chapter 5 Recommendations and Conclusion

5.1 Recommendation Conclusion 38 39

Bibliography
References 40

Chapter 1 Introduction

1.1 Introduction The world is tremendously competitive now. In every sphere of life and business, competition has become more and more furious. Every firm tries to obtain and retain efficient employees to meet the future challenges. In this rivalry, obtaining and retaining the best employees has become very important, as employees are that factors who make a firm alive and proceed to the path of profit. The course under MBA program designed with an excellent combination of theoretical and practical aspects. After the completion of MBA consisting of theoretical exposure, the students are sent to different organization to obtain some practical exposure in different sectors which would help them in taking up professional career. Brac University has undertaken three months of internship program for its MBA students, as an important and essential requirement of the MBA program. I have tried my best to use this opportunity to enrich my knowledge on banking system and also incorporate my knowledge, which I have learned from my classes.

1.2 Background of the study I worked as an Intern in The City Bank Ltd, RFC (Retail Finance Center). After completing internship I have to make a Report. The report covers recruitment and selection of the City Bank Limited and also activities of asset operations of RFC. This report gives a narrative overview of the recruitment and selection of the City Bank Limited. This report does explain the nature and objective of the Human Resource Division as well as its functioning. As a fully commercial bank, The City Bank Limited is being managed by a highly professional and dedicated team with long experience in banking. Human Resource Division of the City Bank Ltd. focuses on the recruitment of best employees to understanding and anticipating customer needs. However, since the information of Human Resource Division are confidential and sensitive in nature, so that I tried to construct this report with the help of available information. 1.3 Significance of the study Knowledge and learning become perfect when it is associated with theory and practice. Theoretical knowledge gets its perfection with practical application. As our educational system predominantly text based, inclusion of practical orientation program, as an academic component is as exception to the norm. This Internship Report is an important partial

requirement of MBA program. As the parties; educational institution and the organization substantially benefit from such a program, it seems a win-win situation. That is why practical orientation is a positive development in professional area. Recognizing the importance of practical experience, Brac University has introduced a three months practical exposure as a part of the curriculum of MBA program. In such state of affairs the present aiming at analyzing the experience of practical orientation related to an appraisal of The City Bank Ltd. 1.4 Scope of the study As I was an intern, my scope was very much limited and restricted. I had maintained some official formality for the collection of data of my report. This report mainly encompasses the Human Resource Practices of the City Bank Limited in comparison the General Banking. I didnt get the opportunity to work at City Bank Ltd Head Office (HRD). The report is based on my observation and studies during my internship period in RFC of City Bank Ltd. 1.5 Objective of the study Major objective: The broad objective of the study is to prepare report on Recruitment and Selection of The City Bank Limited. Specific objective To gather knowledge about the function of human resource division To identify the Recruitment Process of CBL To identify the problem of human resource division of The City Bank Ltd To recommend suggestions for the HR Division of the City Bank Ltd

1.6 Methodology The study requires a systematic procedure from selection of the topic to preparation of the final report. To perform the study, the data sources were to be identified and collected, to be classified, analyzed, interpreted and presented in a systematic manner and key points were to be found out. The overall process of methodology has been given as below. 1.6.1 Research Design

This is an Exploratory Research, which briefly reveals the overall activities of RFC of City Bank and also analyzes the Recruitment and Selection Procedure of The City Bank Ltd. Both primary and secondary data have been collected to conduct this report. I have gathered primary data by personal interview of the Executives of CBL. Mainly I discussed with them verbally. I collected information from them and the annual report, journals, brochures, manuals and several books on Human Resource management to prepare this report. Some of the informations are collected from bank, articles, workshop and others are collected from the books as well as the information provided by the competitive banks. In short, the sources of data outlined below 1.6.2 Sources of Data There are two types of data: a) Primary Data b) Secondary Data

1.6.3 Data Collection Procedure a) Primary Data Face to face conversation with the Officers.

b) Secondary Data To furnish the report properly information was mainly taken from Intranet. Official records of CBL. Annual reports of CBL. File study in the Human Resource Division.

1.7 Limitation of the Report Although, I have worked at retail finance center of CBL, I obtained whole-hearted cooperation from employees of CBL, HRD in Head Office. All the day, they were so busy, but they gave me much time to make this report properly. But they were not able to give me many documents that I would require, on the way of my study; I have faced the following problems that may be terms as the limitation of the study.

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 Limitation of time
The first obstruct is time itself. Due to the time limit (Twelve Weeks), the scope and dimension of the report has been curtailed. I could not spend sufficient time for my report because the time limit given for submitting the report was very short.

Data insufficiency
Since all the officers were very much busy, they were not always able to provide me much time, I received co-operation from the officials. Since City Bank is a one of the oldest established bank; there is not enough data to analyze the proper growth according to market economy. Moreover, all strategic information is not possible to collect.

Lack of records
Insufficient books, publications, Facts and figures narrowed the scope of accurate analyses

Fear of disclosure
Another limitation of this report is Banks policy of not disclosing some data and information for obvious reasons, which could be very much useful.

As an intern it was not possible for me to collect all the necessary secret information I had to complete this report within a very short span of time (Twelve Weeks) that
was not sufficient for investigation.

Because of the limitation of information, some assumptions were made. My

perception about some observation may not be correct.

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Chapter two Organizational Profile

Part-1
2.1 Profile of City Bank Limited The City Bank Limited (CBL) is the first private sector bank in Bangladesh. The bank has been operating since 1983 with capital of Tk.330.77 crore. The noble intention behind starting this bank was to bring about qualitative changes in the sphere of Banking and Financial Management. The bank currently has 90 online branches and 1 SME service centers and 11 SME/Agri branch spread across the length & breadth of the country that include a full fledged Islami Banking branch. Besides these traditional delivery points, the bank is also very active in the alternative delivery area. It currently has 138 ATMs of its own; and ATM sharing arrangement with a partner bank that has more than 550 ATMs in place; SMS Banking; Interest Banking and so on. It already started its Customer Call Center operation. The bank has a plan to end the current year with 200 own ATMs. The CBL was incorporated as a public limited company with limited liability on the 14th March, 1983 and its formal inauguration was on March 27, 1983 under company act, 1913 in Bangladesh with the primary objective to carry on all kinds of banking business. The City Bank Ltd. recently has started its journey in Retail Banking. More than 700 staffs have been trained so far on the vital concepts of service excellence and sales. Retail banking refers to banking in which banking institutions execute transactions directly with consumers, rather than corporations or other banks. Services offered include: savings and transactional accounts, mortgages, personal loans, debit cards, credit cards, and so forth. Here this report will be based on Retail Finance Center (RFC) of The City Bank Ltd. Retail Finance Center is the centralized retail risk management and lending operation body under Retail Banking Division. This is a wing of City Bank Ltd trying to make a balance and minimize risks of retail banking.

We have a distinguished Board of Directors which consists of thirteen successful and reputed businessmen. Mr. Rubel Aziz, a top leading businessman, industrialist, pioneer personality & entrepreneur of private sector's Bank in Bangladesh, is the Chairman of the Bank Mr. Kazi Mahmood Sattar a dynamic, nationally & internationally reputed Banker is the Managing Director & CEO of the Bank.

2.2 Vision of CBL To be the leading bank in the country with best practices and highest social commitment

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2.3 The mission of The CBL To contribute to the socio economic development of the country. To attain highest level of customer satisfaction through extension of services by dedicated and motivated team of professionals.

To maintain continuous growth of market share ensuring its steady growth. To maximize banks profits by ensuring its steady growth. To maintain the high moral and ethical standards. To ensure participative management system and empowerment of human resources. To nurture an enabling environment where innovativeness and performance is rewarded.

2.4 Objectives & goals of CBL: The objective of CBL is not only to earn profit but also to keep the social commitments and to ensure its co-operation to the person of all level to the businessman, industrialist and others self inspiration activities.

Strategic objectives:
To achieve positive economic value added (EVA) each year. To be market leader in product innovation. To be one of the top three Financial Institution in Bangladesh in terms of cost efficiency. To be one of the top five Financial Institution in Bangladesh in terms of market share in all significant market segments we serve.

Financial objectives:
To achieve 20% return on shareholders equity or more, on average. 2.5 Corporate Slogan of the Bank Making Sense of Money

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2.6 CBL Corporate Culture Employees of CBL share certain common values, which helps to create a CBL culture. The client comes first. Search for professional excellence. Openness to new ideas &new methods to encourage creativity. Quick decision-making. Flexibility and prompt response. A sense of professional ethics.

2.7 Board of Directors Unlike other banks in the private sector, the Board of Directors is consisting of the Chairman, Vice Chairman, nine directors and the Managing director. Managing director is the CEO of the Bank. The Bank has also a management committee including eleven members.
Director 1 Director 2 Director 3 Director 4 Director 5 Director 6 Director 7 Director 8 Director 9

Rubel Aziz Chairman

K Mahmood Sattar MD & CEO

Functional designation will help us to identify all employees job grade, responsibility and as well as their department or division. These are the following:

Grade
AVP and above Senior Executive Officer Executive Officer Senior Officer Officer (Officer, Junior Officer etc.)

Functional Designation
Senior Manager Manager Associate Manager Assistant Manager Officer

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2.8 Organogram of CBL CBL has moved from current geography to Business Matrix in the coming month. With this end in view the Board of Directors in its meeting held on 29th July 2007 has approved an interim restructured organ gram and reporting lines for introduction in the bank. The restructured organ gram and the reporting lines are shown in the next page The management of the bank strongly believes to achieve desired goals through these changes. The changes would also result in much more value addition to the employees of the bank.
Shareholders

Board of Directors

Executive Committee

Audit Committee

Chief Advisor

Managing Directors

Deputy Managing Directors

Company Secretary

Audit & Inspection

Central Accounts

Credit

Marketing, Development & General Banking

General Services

Human Resources

International

IT

Research & Planning Law & Recovery Card Cell

Treasury & Money Market

Board Decretariat & Share

Cost Control

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2.9 Management Structure of City Bank Limited

Chairman

Vice-Chairman

Board of Directors

Managing Director & CEO

DMD-1

DMD-2

DMD-3

Senior Executive Vice President

Executive Vice President

Senior Vice President

First Vice President

Vice President

Senior Assistant Vice President

Assistant Vice President

Senior Executive Officer

Executive Officer

Senior Officer

Officer

Junior Officer

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2.10 Functional Division of CBL The Bank accomplishes its functions through different functional divisions/ departments. The divisions/departments along with their major functions are listed below: 2.10.1 Financial Division Financial planning, budget prepartion and monitoring Payment of salary Controlling inter-branch transaction Disbursement of bills Preparation of financial reports and annual reports Preparation/Review of returns and statements Maintenance of Provident Fund, Gratuity, Superannuation Fund Reconcilliation

2.10.2 Credit and risk management Loan administration Loan disbursement Project evaluation Processing and approving credit proposals of the branches Documentation, CIB (Credit InformationBureau) report etc Arranging different credit facilities Providing related statements to the Bangladesh Bank and other departments

2.10.3 Human Resource Division (HRD) Recruiting Training and development Compensation, employee benefit, leave and service rules program and upgration Placement and performance appraisal of employees Preparing related reports Reporting to the Executive Committee/ Board on related matters Promotional campaign and press release

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2.10.4 Information Technology (IT) Department Software development Network management and expansion Software and Hardware management Member banks reconcilliation Data entry and processing Procurement of hardware and maintenance

2.10.5 Branches Control & Inspection Division Controlling different functions of the branches and serch for location for expansion Conducting internal audit and inspection both regularly and suddenly Ensuring compliance with Bangladesh Bank (BB), monitoring BBs inspection and external audit reports

2.10.6 Retail Division ATM card, Credit and system operation and maintenance SWIFT operation Credit Card Operation (Proposed) Customer and vendor relations AMEX card(American express)

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2.11 SWOT Analysis of RFC of CBL Strenghts Experienced and efficient management team and human resource Quaity products and services Company reputation and goodwill Large number of Branches all over the country weakness Lack of adequate marketing (advertising and promotion) effort Lack of full scale automation Lack of training facilities of the City Bank Ltd. opportunities Regulatory environment favoring private sector development Value addition in products and services Increasing purchasng power of people Increasing trend in international business Threats Frequent changes of banking rules by the Central Bank Market pressure for lowering of lending rate National and global political unrest Default culture of credit

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Part 2: Activities Undertaken

2.1 Work Related: I have started my internship program at the City Bank, Retail Finance Center; I got opportunity to work with the asset operation department of retail fianc center. It was clearly mentioned in my accepted letter that I was suppose to give regular attendance at the place where I would be deputed to my project. As an internee I was performing following works: Receive CPV report Attach CPV report Deliver to analyst for daily assessment Collect ok LAP after assessment from analyst Collect problem LAP and provide solution Receive fresh LAP from DST and Branches Collect approved and declined LAP from MIS after MIS update Receive various document Receive MOR and attach with LAP and deliver to analyst for re-assessment Provide ok LAP to disbursement team Attach stamps in DP note and LOG in ok LAP Short meeting with CPV team to solve LAP problem Volt management

2.2 Major Parts of RFC: The total RFC can be divided into four teams which are: Analyst Team will underwrite the applications Asset Operation Team will manage loan disbursement and documentation Collection Team- will pursue the delinquent customer to manage portfolio MIS Team will manage identification risk, CPV and generate loan MIS

2.2.1 Activities at MIS: MIS is a department in RFC; this department receives all the LAPs from the branch. When the LAP is received,

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MIS officer will give daily input in MIS of the LAP. After that they provide a unique tracing number to the LAPs and give it to the Contact Point Verification (CPV) agents for verification. Then MIS officer will distribute the LAPs to the analysts sends and tracks daily sourcing reports via email. MIS officers will receive the loan application form and distribute LAPs to credit analyst. Then the MIS officers will again handover the LAPs to CVP agents to for further verification and receive feedback from verification CPV agents. MIS will send the LAPs to sources when advised by credit analyst.

2.2.2 Activities of Analysts: Analyst will prescreen the LAPs and if they found any discrepancy the LAPs will send bank to the source for further review. Credit analysts will find out that the application meets the criteria or not. Documents requirements and prudential regulation of Bangladesh bank and will recommend for the applications on appropriate cases otherwise application for loan will be declined. Analysts will perform de-duplication a negative checklist to prepare approval sheet. Credit analysts can also return the LAP back to the source for any kind of deficiency they can ask for any kind of clarification from sources. Managers will provide the final approval decision as per their Delegation of Lending Authority (DLA). MIS will update the status of the LAP if any loan is approved or denied by appropriate DLA and MIS will inform the branches according to their daily status along with the loan amount, tenor and approval conditions to sources on daily basis.

2.2.3 Asset Operations Activities: Once credit facility is approved asset operation will start their documentation process. Sources will arrange to meet approval condition and send all abovementioned copy of the LAP for disbursement. Documentation officer will receive loan documents from branches.

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Documentation officer reviews documents to ensure that all the documents and signs are in order. Disbursement officers checks, all the charge documents are duly signed by the applicant (Signature of the customer in the LAP and charge document should be matched with that of Finacle). Customer will only sign on the charge documents and no over writing or fabrication is allowed in the charge documents.

Undated Cheque (UDC) must be undated, crossed, in favor of The city Bank Ltd and amount in figure & word must be same. In case of cash covered loan, FDR must be duly discharged and all necessary supporting documents must be attach with FDR For auto loan: Registration and insurance should be as per Purchase order (engine no, chassis no, model and HP with City Bank Ltd). Insurance should be for full car price and comprehensive insurance is required from our listed insurance company.

RM/Sales manager will verify the signature of customer in the LAP and security only with pencil marking signature verified (SV).

2.2.4 Collection Activities: Collection officers are responsible for chasing outstanding arrears from customers and meeting collection targets in order to maintain positive cash flow. They review the debts outstanding, considering relevant information to determine action to be taken. Collection officers monitor and report on debt levels, high risk debt and settlement rates on a monthly basis. They proactively resolve or appropriately reallocate queries or issue arising from communication with clients in a customer focused manner and in line with banks policy.

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Chapter 3 Recruitment & selection

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3.1 Recruitment & Selection Human Resource Management is a strategic approach of processing or recruiting, developing, maintaining and utilizing the human resources of an organization. If a firms competitiveness depends on its employees, then the business function responsible for acquiring, training, appraising and compensating those employees who has to play a major role in the firms success. As part of an organization, Human Resource Management must be prepared to deal with the effects of the changing world of work. This means understanding the implications of globalization, technology changes, work-force diversity, changing skill requirements, continuous improvement initiatives, the contingent work force, decentralized work sites, and employee involvement. 3.2 Recruitment Process City Bank tries to discover industrious and innovative people ready to embark on a challenging career. During search for talent, City Bank carries out a number of activities such as: Online Database Advertisement in daily newspapers Accept hard-copy submission of CVs in Human Resource Division Occasionally from Job Fairs

3.3 Factors to be considered in Selection Procedure Before going to the selection procedure, City Bank adopts some factors that are considered in selection process. These factors are: Resignation and terminations. Quality insurance and nature of Employee. Technological and administrative changes of the Employee. Financial availability of the candidates. Trend analysis

Using computer and forecasting personnel requirements.

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These are done by the Human Resource Manager of City Bank when forecasting personnel needs. Finally the selected candidates are estimated the volume of output. 3.4 Selection Procedure City Bank follows comprehensive and extensive selection procedures in search for the most ideal and competent professionals. The testing methods are effectively designed in order to accurately evaluate the required competence and skill for particular jobs.

CBL procedures for selection involve the following steps:

Primary screening based on Advertisement

Written tests that evaluate basic Job knowledge/Communication/Analytical aptitude

Evaluation of written communication and analytical skills

Well-structured and paneled interviews that focus on required Management Competencies for a particular position Final Selection

Medical Test

Appointment

(a) HR needs and Requisition Concerned department will inform the HR of any vacant position so that HR can co-ordinate / notify the other offices of the vacant position. Whenever needed, the head of HR will review the available records and database if there is any qualified and suitable candidate available

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from City Bank internal sources or prospective external candidates already identified earlier. In special circumstances and to make a quick decision the head of HR may propose any suitable staff within the City Bank for the position to the respective Unit/Department Head and/or project. (b) Job Description Job description is the basis of City Bank recruitment, selection and placement, training, performance appraisal, salary administration, promotion and other personnel actions for its employees. The appointing authority and the line manager shall ensure that each employee has an appropriate and updated job description stating clearly the context, purpose, organ gram, duties and responsibilities of the employees and person specification. Job description will be prepared and provided to the employee when he/she is appointed, promoted, newly assigned or when deemed necessary. (c) Recruitment Sources An effective recruitment always starts with the correct selection of sources of human resources. A recruited employee who has not the right skill cannot perform effectively. As a result the overall performance level is sure to deteriorate which has significant effect on the company performance. Therefore, City Bank has been on continuous search of effective recruitment sources. Internal Sources:

It is City Banks policy to give preference to appoint internal candidates, provided that the employee is suitably qualified for the vacant or new position and also meets the existing and future requirements. Appointments may be made by the way of promotion, up gradation or transfer with the approval of the authority. As a usual procedure, job vacancies in City Bank will be advertised through internal notices to the concerned offices. External Sources:

Whenever job vacancies are required to be circulated outside, the main objective will be to attract a pool of candidates to apply from which qualified candidates for job vacancies can be chosen. Here are a number of external sources that is used by the company:

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Newspaper Advertisement:

Vacancy announced is circulated by publishing advertisement in the national dailies. The newspapers that are widely circulated are chosen for publishing advertisement.

Walk-ins and Write-ins:

Often job seekers arrive at HR department in search of a job. They are walk-in people. Writeins are those who send their curriculum resume for suitable position. Both groups may be asked to fill up an application blank. Their relevant information may be kept in active database file for any suitable position in future. Web site:

Modern information technology such as web site is also used for advertising job vacancy of different positions. Other:

Depending on circumstances, other professional / employment agencies, technical institutes and journals may be chosen to give wider coverage of job openings. The role of HR personnel is very important in dealing with external job seekers because the outsider individuals draw an impression about the company on the manner their candidature has been dealt with.

(d) Application Receiving HR department collects job applications against each vacancy announcement. There should have a minimum time period for application receiving. The period should normally be around 10 days. All applications are sequentially numbered in HR. applications are not accepted that are received after the deadline. Under special circumstances, applications after deadline may be accepted provided the concerned Manager gives written authorization. It is City Banks policy to attract as many applicants to apply, provided that they meet the pre-requisites of the job. However, those who have been regretted within last six months

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period are not allowed to apply for whatsoever position in City Bank and within one year, a candidate can not appear for more than two tests / interviews. (e) Short Listing Short listing is done on the basis of appraising information on the application form in the light of job specification of a position. The job criteria are critically reviewed during short listing. The short-listing method is qualitative one where managerial judgment plays important role. Before short listing of candidates for tests, job criteria are set by HR and line manager. There are general and technical job criteria that a candidate has to meet for consideration of next step of selection. HR determines general criteria while line manager determines technical criteria. Both the types of the criteria are important; however, it is the nature of job that determines which type of criteria should give more priority. (f) Evaluating criteria: Educational Qualification: Whether the candidates have the required educational qualification

Relevant job experience and required skills: The candidate may have the irrelevant job experiences and skills that are not considered during short listing. City Bank follows a standard set rule of short listing of candidates. The candidates having the relevant job experience are enlisted in the short list. Administering tests and interview After short listing of prospective candidates, appropriate employment tests such as written tests, oral tests or any other tests as deemed fit are arranged to assess candidates suitability for the position. Through the test selected psychological factors such as intelligence, aptitude, temperament and attitude of the candidates are measured and observed. The main focuses of employment tests are on Job related questions to assess in-depth knowledge of the candidates Assessment of mental ability, reasoning, memory etc Assessment of potentiality and ability to learn

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Proficiency in performing tasks Assessment in line with job analysis

The selection is made on the basis of successive hurdle approach. The candidates are rejected following each of the stage or test being administered. Conducting written test HR drafts the written test questionnaires. A set of questions of technical nature is drafted by line mangers and sent to HR. Few questionnaires from that list is included in the test by HR as random basis. While finalizing test question, HR considers the job requirements of the position and maintains relevance, consistency and standard on the pattern of questions. The type of question depends on the nature of the position. Usually a combination of multiple and narrative type of questions is set in the written test. HR exclusively checks all multiple type and non- technical narrative type of answers, while the line manager checks the narrative type of technical part. HR does the compilation of score in written test. It is the responsibility of HR to select and call candidates for subsequent tests based on the performance of written test. The minimum qualifying score in the written test is 45%. Candidates who have qualified in the written test are invited for the next selection test. (g) Bank Presentation The candidates who have appeared for written test are briefed about City Bank just before the test. HR organizes a half an hour presentation on the following topics: The Bank profile. The present considerations, goals and targets of City Bank The growth of the City Bank in the present market. The brief job description of the position. Type of the written test and evaluation of the result.

(h) Interview Steps Selection interview is an in-depth discussion between interviewer and interviewee. An interview Board/Selection Committee is formed comprising of the following personnel: Line Manager

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Unit/Departmental Head Head of HRD

Generally HR conduct all the process of recruitment and selection, however, for some senior management level position, outside recruitment may be permissible. Executive Search/ Professional Consulting Firms may be contacted by HR for this purpose. The interview board members ask questions that are relevant to the performances of the job including questions regarding required skills. The type of questions may be mixed of openended, behavior-oriented; competency based and stresses type questions. The nature of questions varies according to the level of position. The interview board members rank all candidates and recommend candidates best suited for them. The basis of preliminary selection is marks obtained in oral tests and their judgment about the candidates fit for the position. The minimum acceptable score in the oral test is 4 in the 1-8 rating scale. The recommendation to be made does not necessarily be in favor of the top ranked candidate because the board member may be convinced in evaluating overall performance and background of the another close candidate. A consensual recommendation is made and forwarded to HR along with all papers for next course of action. The board members signed the Employment Approval Form.

(i) Medical Examination In City Bank, the job offer is contingent on passing medical examination conducted by the any diagnostic center. The medical examination is conducted once preliminary decision for recruitment is made but the employment offer has not yet given. The purpose for a medical examination is to obtain information on the health status of the applicant being considered for employment and to determine whether the applicant is physically and mentally capable of performing the job. The cost of medical examination is borne by the company. (j) Information and Reference Check Once a preliminary selection decision is made, HR verify certain information as provided in the job application such as educational degree, work experience, last employment status. The purpose of reference check is to obtain factual information confidentially about a prospective employee and seeking opinions from professional referees and previous employer about his/her suitability for the job.

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(k) Final Selection and Appointment Offer Based on positive report on health status from the medical center, and positive reference check, the candidate is selected for appointment. At this stage, the selected candidate is offered employment with City Bank. The appointment authority of City Bank issues an appointment letter to the selected candidates. The appointment letter includes: 1. Job title, Grade/Step and Salary 2. Nature of appointment 3. Place of posting 4. Name of section or department 5. Effective date of appointment 6. Probationary period, conditions of confirmation and notice period 7. Ending date of employment (applicable for contract employee) 8. City Bank standard terms and conditions

A current job description is also attached with the appointment letter. The appointment letter and job description will become valid only after signing by the Director HR and the employee, in the space provided for the purpose.

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Chapter 4 Major Findings

4.1 Major Findings 4.1.1 Recruitment Procedure The City Bank Ltd uses an in-house function which ensures consistent recruitment from opening to opening. As they use in-house functions they have greater control on the recruitment process and they can easily execute different aspects of recruitment properly. The City Bank Ltd pursued centralized recruitment policies. That is recruitment activities are coordinated by the Human Resource Division. The advantages of this centralization recruitment are quick decision making, elimination of duplication, limitation of time, low cost and efforts. It has a strong online application system. Generally they post the advertising on www.bdjobs.com. The applicants send their resumes through bdjobs. Later on the Associate Manager, Mr. Kaiser Alam sorts out the resumes according to the criteria. The Head of Human Resource along with the other stuffs do all the HR activities in The City Ban Ltd. They maintain Human Resource Information System (HRIS) for their employees. There is fair and equal treatment in different categories of the jobs in The City Bank Ltd. Male and female employees are treated equally in City Bank. There is no gender discrimination. There is no proper guideline in The City Bank Ltd regarding the recruitment budget. There is little effort of HR division for continuous development in recruitment process. The world is changing and recruitment process as well. They are using the same methods and strategies year after year because they are familiar with the practice and it is working. 4.1.2 Selection Procedure Usually, the selection is a time consuming procedure. All the processes go through the decentralized decision making process that takes more time to complete the whole selection process.

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The applicants send their resumes through bdjobs. These resumes are then sorted for particular competencies. These sorted and varied resumes are then entered in the database to weed out any probable entry mistakes. The whole process takes considerable length of time as the number of applicants often reaches staggering number.

The persons who are selected in the process are only contacted. When selection took place, The City Bank Ltd loses more qualified candidate because within this time most of the candidates joined in another organizations.

In case of security guard, tea-boy and cleaner, they follow outsourcing. That is they hire the employees from employment agencies. Those workers work on temporary basis in The City Bank Ltd. There is a contract between The City Bank Ltd and the supplier.

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Chapter 5 Recommendations

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5.1 Recommendations Based on objectives, findings and analysis some recommendations have been developed. It would be valuable for the HR to follow these: The Human Resource need identification should be done by HR department rather than divisional Head. It will facilitate the proper control of HR on different Branches and it will be possible to procure the actual number of employees. The CVs of applicants should be sorted on the basis of degree or skill as early as possible which will save valuable time to internal CV sourcing. An online database of all employees should be developed so that every employee has individual online profile account and it can be accessed at a time by more than one employee. Customer service skill are needed some improvement and effective steps should be taken to provide one stop service related training as early as possible. Computerized database of salary is required from Jan- Aug 2009. It will take more time if the data of salary is being input to database manually. Branches should make the soft copy and send it to the HR. The front liner banks are providing higher salary and picking the efficient employees. The HR should make regular assessment here. Maternal leave should be fixed to 4 months according to Bangladesh Banks rule. There should be sufficient budget for recruitment and selection purpose. For some valuable positions, selection decisions can be made centrally to avoid time. Reference should not be used as selection criteria because there is a chance to select a wrong person.

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Conclusion
The City Bank is one the oldest private commercial bank in the banking sectors of Bangladesh. It has 83 branches the bank has huge potentiality to strengthen its position through its 2224 employees over the country. The efficient handling of these Human Resources can do this. The bank has its own style of HR practices. As a personnel function recruitment and selection is a major Human Resource function designed to attract, obtain and retain the qualified workforce to meet the future organizational needs. Through efficient handling of this practice the bank can successfully continue its operation. The analysis of the report shows some positive practices and negative practices which are need to improve for conducting the employees successfully. If the bank considers this analysis, this will really help to improve its condition. Human resources Division of city bank consists of 12 efficient members of HR professionals. This division has departments in it. These are Recruitment and selection department, Compensation department, Risk management department, Training department, training institute and HR operation and services department. These department working so fast that they were able to bring the change for employee development, management development, organizational development.

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References:
The City Bank [online] < www.thecitybank.com > The City Bank Ltd. Annual Report 2010-2012 [online] Available at: < https://www.thecitybank.com.bd/annual_reports.php > Griffin, R. W. (2010) Management (10th Edition) South-Western Publishing Co. Human Resource Management (HRM). [Online] Available http://www.managementstudyguide.com/human-resource-management.htm [Accessed 12 December 2012] at: < >

City Batra: In-house Newsletter for City Bank Staff ( 3rd issue) [online] Available at: < https://www.thecitybank.com.bd/city_barta/City%20Barta.pdf > [Accessed December 2010] Farndale, E., Scullion, H. & Sparrow, P.R. (2010) The Role of the Corporate HR function in Global Talent Management. Journal of World Business. 45 (2): 161-168. [Second most downloaded Journal of World Business paper 4/9/2010, still 7th most downloaded by 31/4/2012] DeCenzo, Robbins (2006) Fundamentals of Human Resource Management 8th Edition. Wiley, John & Sons Publishing Co. Printing materials from HR Department of City Bank Ltd. Brochures of CBL Employee Guideline of CBL Lecture sheets provided in the class

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