A report on Organization Structure and Functioning of HDFC Bank

Submitted by: Mukul Yadav PRN: 12020841145 Finance Batch 2012-14

Contents
Executive Summary ............................................................................................ 3 Company Profile HDFC Bank ........................................................................ 4 Brief History ...................................................................................................... 4 Promoter ............................................................................................................. 4 Business focus.................................................................................................... 4 Capital Structure ................................................................................................ 4 Distribution Network ......................................................................................... 5 Technology ........................................................................................................ 5 Key Financial Highlights ................................................................................... 5 Functional Departments of the Bank ................................................................ 6 H R Department: ................................................................................................ 6 Finance Department ........................................................................................... 7 Marketing Consultancy Department .................................................................. 7 Research Department ......................................................................................... 7 Technical Consultancy Department ................................................................... 7 Organization Structure....................................................................................... 7 Core Businesses & Operations ........................................................................... 9 Wholesale Banking Services ............................................................................. 9 Retail Banking Services ..................................................................................... 9 Treasury ............................................................................................................. 9 Operations ........................................................................................................ 10 Critical Review Past & Current Strategies ................................................. 10 Where did they go right? ................................................................................. 10 Where did they go wrong? ............................................................................... 12 Bibliography ...................................................................................................... 13

Executive Summary
Banking is a business that provides financial service, usually for profit. Traditional banking services include receiving deposit of money, lending money and processing transaction. A commercial bank accepts deposit. Some banks (called bank of issue) issue banknotes as legal tender. Many banks offer ancillary financial services to make additional profit: for example selling insurance product, investment product. Banking in India is generally mature in terms of supply, product range and reach even though reach in rural India still remains a challenge for private and foreign banks. With the growth in Indian economy especially service sector is improving demand for banking services especially retail banking, mortgages and investment services is expected to be strong. There are many banks that are available in the Indian banking system and they give different types of account services to the customers. Also a bank provides different types of services to the customers like net banking, phone banking and mobile banking. As per census, about 58.7% households are reported to be availing banking facilities. The size of the Indian Banking Sector is 64 trillion INR. According to a report by the Boston Consulting Group (BCG) India, Indian banking sector is anticipated to grow exponentially and become the worlds third largest in asset size (projected at US$ 28,500 billion from the current US$ 1,350 billion) by 2025. Driven by 3G and Smart phones, mobiles would emerge as the most preferred mediums for banking wherein they will account for almost 20-30 per cent of the transactions. This project discuss about the organization and working of HDFC bank, what are the different product range provided by the bank and how the bank is contributing to the Indian banking sector.

Company Profile HDFC Bank

Brief History
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.HDFC bank began its operations in 1995 with a simple mission : to be a world-class Indian Bank. They realized that only a single-minded focus on product quality and service excellence would help them get there. It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally.

Promoter
HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

Business focus
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values Operational Excellence, Customer Focus, Product Leadership and People.

Capital Structure
The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital is Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1% of the bank's equity and about 19.4% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 31.3% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 190,000 shareholders. The shares are listed on the

Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol "HDB".

Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 3000 branches spread over cities across India. All branches are linked on an online realtime basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centres where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE has a strong and active member base. The Bank also has a network of about over networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

Technology
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). The Bank has made substantial efforts and investments in acquiring the best technology available internationally, to build the infrastructure for a world class bank. The Bank's business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. The Bank has prioritized its engagement in technology and the internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share.

Key Financial Highlights

Net profit up by 27.1% to ` 19.8 Bn Gross advances increased by 16.0% to ` 2,705 Bn Deposits up by 14.2% to ` 3,130 Bn CASA ratio at 45.0% Net Interest Margin at 4.3% Cost-to-income ratio at 46.4%

Gross NPA / gross advances at 1.1% Net NPA / net advances at 0.3% Capital adequacy ratio (CAR)* - total 14.6% of which tier I at 9.9%

Functional Departments of the Bank

The functional departments of the organization consist of the HR department, the administrative department and the executive department. The HR department consists of people who they think would be able to do justice with the job handled. The administrative department of the organization consists of the director and the manager of the organization. They preside the organization and control all the operations of the organization such that the organization could run in a smooth and effective manner. The executive department of the organization consists of the various employees who execute the job undertaken by them. The employees consist of the team leaders, , the corporate financial consultants, the telecallers, various staffs and junior staffs who are the main structural framework of the organization. The organization thus runs with the effective coordination of the HR department, the administrative department and the executive department such that the supervisors of the organization preside over the subordinate employees to give them directions about fulfilling their works most efficiently and effectively.

H R Department:
HDFC Human Resources department plans and direct for the employee population as well as they are having the following functions as: Hiring Promotions Reassignments Position classification and grading Salary determination Performance appraisal review and processing Personnel data entry and records maintenances Policy development Work permitting immigration visa program

Workers compensation

Finance Department
Finance is the lifeblood of the organization. Finance management as an integral part of the overall management is not a totally independent area. It draws heavily on related subjects and fields of study namely economics, accounting, marketing, production, and quantitative methods. The Finance Manager is responsible for all aspects of the accounting and financial
administration of the HDFC, the supervision of the implementation of the HDFC financial policies, directives and procedures and the initiation of the financial plans within the guidelines of HDFC The department contains several distinct sections, each of which is responsible for a proportion of the activities taking place within the finance department.

Marketing Consultancy Department

The Marketing Consultancy Department plays an important role within the Fund as it studies and analyzes marketing information in order to build solid base for management decisions. The division also assists projects sponsors in formulating solid marketing strategies to improve their industries and strengthen their position in the local and international markets.

Research Department
The research department is having the capacity to act through four composing units i.e. the market research unit, economic studies unit and statistical studies unit. It is the mission of the division to provide support Bank for information and consultancy to the senior management and division in the areas of economic, statistical and marketing information and consultancy through data analysis, processing of economic and statistical data, market research studies and publishing related periodical reports.

Technical Consultancy Department

The Technical Consultancy Department is responsible for technical appraisal of industrial projects. The mission of the division is aimed towards the verification of the technical viability of industrial projects and assisting the Funds management in taking the decisions that require technical expertise. Moreover, it is responsible for conducting technical studies and rendering technical consultancy bank to certain industrial sectors for the purposes of investigating modern technologies and productivity levels for local manufacturing plants.

Organization Structure
The organization structure of the company HDFC is such that it comprises of the departments and the employees in the hierarchical order so that they are able to perform their functions and duties smoothly and effectively doing their job in a manner in which it should be done. The organization is headed by the administrative department which coordinates and controls the executive department. The executive department is a link from the top and the bottom comprising of the lower level employees such that they work together to fulfil the common objective of getting business from the persons who get in touch with them and see to it that they are provided with the best of the bank which constitute giving financial advice to

providing Account to the customers. The lower level employees and the corporate financial consultants work together to see to it that the database for providing financial bank to sufficient number of people is made .They work together to see to it that this database is followed and worked upon such that more and more number of people get themselves avail the financial bank of the organization. Team leaders who form the part of the administrative department of the organization make sure that the clients that turn up for the financial bank are dealt with most effectively and efficiently. The organization structure is well planned out and it follows a simple structure as follows:

Each team lead has a team comprising only of both senior as well as junior market research analyst who aid the team lead in the entire market research process as it has been discussed previously. This is the basic organizational structure followed by HDFC bank.

Core Businesses & Operations

HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The bank has three key business segments:

Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small & mid-sized corporate and agro-based businesses. For these customers, the Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. The bank is also a leading provider of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals, companies from the domestic business houses and prime public sector companies. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks.

Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-stop window for all his/her banking requirements. The products are backed by world-class service and delivered to the customers through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile Banking. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various investment avenues. The Bank also has a wide array of retail loan products including Auto Loans. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank launched its credit card business in late 2001. By September 30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments.

Treasury
Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the financial markets in India, corporate need more sophisticated risk management information, advice and product structures. These and fine pricing on various treasury products are provided through the bank's Treasury team. To comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in government securities. The Treasury business is responsible for managing the returns and market risk on this investment portfolio.

Operations
As of 30 September 2013, HDFC Bank has 3,251 branches and 11,177 ATMs, in 2,022 cities in India, and all branches of the bank are linked on an online real-time basis. The Bank has overseas branch operations in Bahrain and Hong Kong. HDFC Bank has two subsidiaries: HDB Financial Services Limited o NBFC catering to certain customer segments not served by the Bank o Main Products: Retail secured and unsecured loans, Insurance services and Collection services o Network of 230 branches o FY 2013 - Loan book: ` 82,037 million, Net Profit: ` 1,024 million HDFC Securities Limited o Amongst the leading equity brokerages in the country o Over 190 branches and 1.6 million customers o Revenues from brokerage as well as distribution of financial products o FY 2013 - Net Profit: ` 668 million

Critical Review Past & Current Strategies

Where did they go right?
First Mover Advantage o The Bank started operations as a scheduled commercial bank in January 1995 under the RBI's liberalisation policies. o Among the first companies to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. LONG TERM FOCUS o From Housing Loans to Banking and then to best service. o Mr. Aditya Puri ,Managing Director of HDFC Bank Ltd. since September 1994 is now investing in building investment banking capabilities unlike some of the bank's peers which looked at acquiring teams and capabilities to build this business o The CEO likes Wells Fargo for its product penetration and cross-selling ADAPTIVE & ANTICIPATIVE o During the first decade, the focus was on urban centres, but today semi-urban and rural areas generate a large chunk. "Some 4-5 years back, 80% of their income came from the top 15 cities, today 40% comes from semi urban and rural areas. That's an amazing strategic shift," says Nandan Savnal, an ex-banker and a keen industry watcher.

Retail focus o The cornerstone of HDFC business strategy has been its retail focus."Our focus has always been low-cost retail deposits. Corporate deposits tend to be very volatile and command a higher cost, hence our reticence toward it," says Paresh Sukhtankar, head of credit and market risk. o The bank's strategy-high growth with low risk-has been a great source of value to shareholders. FINANCIAL INCLUSION o Over the last few years, your Bank has been working on a number of initiatives to promote Financial Inclusion across identified sections of rural, under-banked and un-banked consumers. Rural Initiative o The Bank has approximately 33% of its branches in rural and under banked locations No Frills Savings Accounts o The Bank provides No Frills savings accounts through all its branches as a stepping stone towards financial inclusion. Capitalizing on Under banked Demand o Given that demand was abundant in under banked India, the way HDFC positioned itself to take advantage of that demand is a case study. Service o HDFC bank ATM services have been considered remarkable by the customers. Efficient handling of the complaints it receives regarding ATMs and DEBIT card maximum takers of HDFC banks ATM cards. Customers call HDFC bank as friendly and reliable bank because of its CRM services The superior quality of its funding franchisee o Currents and savings account (CASA) at 48% - provides the bank a sticky and low-cost source of funding. And just how good that is can be gauged from the fact that compared to its peer group average of 36%, the bank has maintained an average CASA ratio of 56% over last seven years. And what a high CASA does is give the bank, a Net Interest Margin (NIM) of 4.2%, a good profitability number for any bank Small and Micro Enterprises o One of the means to financial inclusion is by supporting small and micro enterprises which in turn provide employment opportunities to the financially excluded. o The Bank offers complete banking solutions to micro, small and medium scale enterprises across industry segments including manufacturers, retailers, wholesalers / traders and services. Capture Customer Loyalty & Trust: o HDFC bank has also targeted kids by opening accounts for them and by introducing kids advantage plan under mutual funds. Due to these efforts of HDFC bank lots of kids have become loyal customers of HDFC already.

BUNDLING & PIONEERING OF SERVICES o Leverage its technology platform and open scalable systems to deliver more products to more customers and to control operating costs. o Vast repertoire of financial services o It is already perceived as comprehensive financial supermarket.

Where did they go wrong?

Delightful Service but at a COST: o HDFC still stands behind Giant Indian PSUs on Banking parameters. o Even differentiators need to focus on cost reduction to offer a value proposition. Good Adaptor but No Innovation o ICICI Bank, which was transforming itself from a long-term project lender to commercial banker, went the whole hog for retail bankingeverything from housing loans to auto loans to credit cardsand was growing exponentially. o ICICI was also a first mover in technology Lagging in Net Banking o ICICI Net banking also offers online self-compounding accounts like Recurring Deposits and Money Multiplier Account that HDFC Net banking doesnt. o Though both ICICI and HDFC Net banking offers the facility of receiving message Alerts on your mobile to notify transactions, ICICI offers online customisation of the alerts up to the minutest details. For e.g, you can configure the threshold amounts above which you need an alert for, and also specify whether you need the alert by an SMS or email. o Premature liquidation of your Fixed Deposit o De-registration of Bill Pay facility o The ICICI Net banking interface is quite appealing aesthetically Scope for Cost Reduction to boost Competitive Advantage o Even as a trendsetter Bank HDFC needs to shed the tag of Most Expensive bank & add value for Customer HDFC has a long way to go. Scope exists for: o o o o To translate Brand Value to Market Share To reduce expenses % To better the Profitabilityy To contribute more to Exchequer & National interests as a whole.

Bibliography
http://en.wikipedia.org/wiki/HDFC_Bank http://documents.scribd.com.s3.amazonaws.com/docs/5oe3oj2v5s2klg7n.pdf?t=13728420 71 http://www.hdfcbank.com/assets/pdf/Investor_Presentation.pdf http://www.scribd.com/doc/30849414/HDFC-Bank-Summer-project