On The Job Training Report

A Project Report
on

Submitted in partial fulfilment of the study

Master of Vocation in Banking and Finance

Under Supervision of Submitted By :-

Ms. Samridhi Singhal Bhagya Shree
Dr. Pradeep Tomar Reg. No :-2019/L9/BAF/102

Skill Department of Management Studies

Skill Faculty of Management Studies & Research

Shri Vishwakarma Skill University, Gurugram

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 ACKNOWLEDGEMENT

Any successful project is a result of concerted efforts of many people and mine is no exception.
I express my thankfulness to all those people without whom this work could not have been
possible.
I have immense pleasure to acknowledge my sincere gratefulness towards my knowledgeable
and vibrant lecturers, Ms. Samridhi Singhal and Dr. Pradeep Tomar who has been a constant
source of inspiration to me during the course of the study. Their intellectual and diligent
guidance always kept me engaged for giving my best for this project.

I am thankful for the guidance, constructive criticism and friendly advice given by My Mentor
( Mr. Rajat Kishore Mohakud ) and the other employees of HDFC Bank, Palm Court
Branch, Gurgaon (HR) during the project work.
I am pleased to express my thankfulness to respondents for giving their precious time and
relevant information for my study.
Last but not least, I owe my earnest thankfulness to the ALMIGHTY for bestowing me with
the willpower and patience that has made this endeavour a success my family and friends who
have helped me in bringing out the best in the project, directly or indirectly.

Bhagya Shree
BAF102

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 DECLARATION

This is to declare that I have carried out this project work myself in partial fulfilment of the
Study Master of Vocation in Banking and Finance of Skill Department of Management
Studies, Skill Faculty of Management studies & Research, Shri Vishwakarma Skill
University. The work is original, has not been copied from anywhere else and not been
submitted to any other University/ Institute for an award of any degree/ diploma.

Bhagya Shree
Reg. No. :- 2019/L9/BAF/102
Date:06/08/2019
Place: Gurugram
Signature of the Student:

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 TABLE OF CONTENT

S.No. Topic

1 Executive Summary
2 Introduction
3 Description about HDFC bank
4 Learning on the Job Training

5 Objectives of OJT

6 Digital Banking in India

7 Digital Services at HDFC Bank

8 Swot Analysis

9 Recommendation
10 Conclusion
11 Bibliography

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 EXECUTIVE SUMMARY

In the world of this competitive environment and technological development, the bank has been
totally computerized in the last 6 years, and to increase its customer base the bank has started
planning, for a concept called as e-banking; with this concept the bank wants to move very
nearer to the customers and increase its basic operational strategies. Through E-Banking the
bank wants to introduce the core concept of IT based Enabled Services (ITES). The E-Banking
services are executed only upon the customer, and these e-banking services would fully
integrate with the core banking solution that is already in usage. The major idea is to provide a
series of services to the customer through the internet, and make the customer feel flexible in
calling out simple tasks faster instead of making visit to the bank every time. The e-banking
service is open to all savings bank customers as well as for current account holders. The
customer is privileged to use most of the transactions online.

The report was prepared during my Internship period started from 1 st May’19 to 31st
July’19 in HDFC Bank, Sector 17, Palm Court Branch, Gurugram. This report with titled
“ON THE JOB TRAINING REPORT” Covers perception of the New Acquisition in
HDFC bank.

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  INTRODUCTION TO BANKING INDUSTRY

 BANK
Banks are institutions that take care of the money of individuals and corporates, provide loans
to the people for business or personal use. They also offer a wide range of services like
exchange of foreign currency, Investment Banking, Mutual Funds, Insurance Business, Demat
Services, Online trading of shares, providing public utility services like e-ticket, payment of
bills, educative services etc.
Oxford dictionary defines a bank as “an establishment for custody of money, which it pays out
on customer’s order.”

 HISTORY OF BANKING IN INDIA

Banking in India originated in the last decades of the 18th Century. The first Bank were Bank
of Hindustan (1770-1829) and the General Bank of India established in 1786. The largest and
Oldest Bank still in existence is State Bank of India, which originated in the Bank of Calcutta
in June 1806, which almost immediately became the Bank of Bengal. This was one of the three
presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three
of which were established under charters from the British East India Company. The three
banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence,
became the State Bank of India in 1955.

The Reserve Bank of India, India's central banking authority, was established in April 1935,
but was nationalized on 1 January 1949 under the terms of the Reserve Bank of India Act,
1948. In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank
of India (RBI) "to regulate, control, and inspect the banks in India". The Banking Regulation
Act also provided that no new bank or branch of an existing bank could be opened without a
license from the RBI, and no two banks could have common directors. In July 1969
Nationalisation of 14 largest Commercial Banks taken place that are given below :-Central
Bank of India, Bank of Maharashtra, Dena Bank, Punjab National Bank, Syndicate Bank,
Canara Bank, Indian Bank, Indian Overseas Bank, Bank of Baroda, Union Bank, Allahabad
Bank, United Bank of India, UCO Bank, Bank of India.

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 MAJOR PLAYERS IN INDIA

 STATE BANK OF INDIA

 HDFC BANK
 ICICI BANK

 HSBC BANK

 PUNJAB NATIONAL BANK

 IDBI BANK
 AXIS BANK

 CITY BANK

 UNION BANK OF INDIA

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  INTRODUCTION TO HDFC BANK

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 liberalization 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.
It has 88,253 permanent employees as of 31 March 2018 and has a presence in Bahrain, Hong
Kong and Dubai. HDFC Bank is India’s largest private sector lender by assets. It is the largest
bank in India by market capitalization as of February 2016. It was ranked 69th in 2016 BrandZ
Top 100 Most Valuable Global Brands.

In 1994 HDFC Bank was incorporated, with its registered office in Mumbai, India. Its first
corporate office and a full service branch at Sandoz House, Worli were inaugurated by the then
Union Finance Minister, Manmohan Singh.

As of October 9, 2018, the bank's distributions network was at 4,805 branches and 12,260
ATMs across 2,657 cities and towns. The bank also installed 4.30 Lacs POS terminals and
issued 235.7 Lacs debit cards and 85.4 Lacs credit card in FY 2017.

HDFC Bank provides a number of products and services including wholesale banking, retail
banking, treasury, auto loans, two wheeler loans, personal loans, loans against property,
consumer durable loan, lifestyle loan and cards. Along with this various digital products are
PayZapp and SmartBUY.

HDFC Bank merged with Times Bank in February 2000. This was the first merger of two
private banks in the New Generation private sector banks category. In 2008, Centurion Bank
was acquired by HDFC Bank. HDFC Bank Board approved the acquisition of CBoP for 95.1
billion INR in one of the largest mergers in the financial sector in India.

 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

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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.

 MISSION STATEMENT OF HDFC BANK

* World Class Indian Bank.

* Benchmarking against international standards.
* To build sound customer franchises across distinct businesses
* Best practices in terms of product offerings, technology, service levels, risk management and
audit & compliance.

 VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank’s business philosophy is based on four core
values such as :-
1. Operational excellence
2. Customer
3.Product leadership
4. People.

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  LEARNING ON THE JOB TRAINING(OJT)

 OBJECTIVE OF “OJT”

 The main objective of training is to expose the students to actual working environment &
enhance the knowledge & skills from what they have learned in the college.

 Another purpose of this programme is to install the qualities of integrity, responsibility &
self-confidence.

 In this type of training, student undertakes a period, of training with an organization, this
act as an important part in preparing the student for a professional career.
 With the activity involved, the student learns about the industrial demands, skill sets &
work ethics.

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  MY OBSERVATION

I have completed my OJT in HDFC Bank for 3 months. I observed many things which are
given below :-

 Observe who reports to whom.

 How to interact with customers.
 Know about Fixed Deposit/ Recurring Deposit rate in HDFC Bank.
 Pitching the customers about Bank’s Product.
 How hotlist the Debit Card through Net Banking.
 How banker verify the documents of Customer.

 MY WORK

Check the voucher of cash deposit slip, fund transfer, cash withdrawal.
Check the BJR (Batch Journal Report) in Z format.
Interacted with day to day Customers.
Record the entries of Tatkal Reconciliation Kit in the register.
Fill the Pending Register.
Deposit the cash of the customer in BNA (Bunch Note Acceptor) Machine up to Rs. 25000
at one time.
Called the Customer for Bank Products such as Saving Account, Fixed Deposit, Insta
Alert.

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  MY LEARNING

o Set the REPIN of the Debit card through ATM (Automated Teller Machine).
o Request a Cheque book through ATM
o Add beneficiary for third party transfer through Net Banking .
o Credit card bill of the customer paid through ATM .
o How to set the IPIN for the customer when he forgot the password.
o Activated Insta Alert through Net Banking.
o Check Account Balance, request for Account Statement through Mobile banking.
o Opened a Smart Account and issued account opening kit to the customer.
o How to persuade customers for the bank’s product.
o Documents required for Opening Account of the Customers and how to verify it.

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  ALSO LEARNED ON THE OJT:-

 Know Your Customer (KYC) :- It is a mandatory thing to be done by the customers

at the time of account opening. It requires documents such as :-

 ID Proof- PAN Card/ Aadhar Card /Passport/ any other government ID proof.
 Address Proof- PAN Card/ Aadhar Card /Passport/
 Photograph
 Cheque

3 steps need to be done to complete the KYC

 To see the customer in person.

 Signing of the documents in the authorized person presence
 Self-attested copy of documents to be submitted and see the originals

KYC has been made mandatory according to RBI guidelines and it gives protection under
Section 131 of negotiable instrument act.

 Branch Sales Model: - This model was used and explained to us for pitching the
products to the customers and generating the leads. It consists of four steps: -

 Step 1: Acquisition- Refers to the acquisition of the client by opening his / her accou
nt to connect the client to HDFC Bank.

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 Step 2: Improvement- It speaks of improving the portfolio of the customer by enabli
ng him / her to maintain more equilibrium in the accounts.
 Step 3: Deepening- More client association by pitching other family member’s
accounts to open as well. It also includes calling customers for the uses and advantage
s of digital banking platforms, as well as numerous other client provides.
 Step 4: Retention- Maintaining the amount of services offered and ensuring the best
possible service to keep the client with the bank. That's the hardest move.

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  DIGITAL SERVICES AT HDFC BANK

HDFC Bank provides a very good digital service to the customer for their transaction. Through
these services the customer of the bank can also access their transaction. Digital services
include-

1. Fund transfer

HDFC Bank allows various categories of Fund Transfer options for safe and secure fund
transfers which make banking easy. The fund transfer options are:
National Electronic Funds Transfer: Which is easy, fast and convenient and supports fund
transfers from any bank branch to any other bank branch anywhere in India.
RTGS: Real Time Gross Settlement is the fastest form of inter-bank fund transfer in real time
which is speedier, faster and has no geographical limits.
Visa Card Pay: A facility used to pay multiple Visa Credit Card bills issued by any bank form
the comfort of one’s home and the payment is safe and charges at a negligible fee.
IMPS: Immediate Payment Service from HDFC Bank is an instant real time inter-bank
electronic fund transfer service which can be done even on Sundays or Bank holidays or late
at night.

2. Online Banking

With an increasing trend of internet usage, everything has been digitalized and the bank is not
behind in this race. The bank offers the facility of Online banking to its customers which is
safe and reduces unnecessary hassles of visiting the branch to carry out any transaction. Online
banking service offered by HDFC Bank includes:

Net Banking: Net Banking is HDFC Bank’s Internet Banking service. Providing up-to-the-
second account information, Net Banking manages customer’s account from the comfort of
costumer’s mouse- anytime, anywhere.

Say goodbye to long queues and paper work. Presenting one more way for Net Banking.
Customer can now call the Phone Banking numbers in your city to register for Net banking.

Net Banking offers a host of banking transactions from the comfort of the customer’s home.
One can check the bank account balance, book a Fixed or Recurring Deposit, recharge the

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mobile or DTH Connection, paying off utility bills, paying taxes, applying for IPO, invest in
Mutual Funds online to name a few. The process is fast and completely secured without having
to worry about any fraud or theft.

Bank industry leading service provides a host of features at customer finger-tips:

 View Account Balances & statements

 Transfer Funds between accounts
 Create Fixed Deposits Online
 Request a Demand Draft
 Pay Bills
 Order a cheque Book
 Request stop payment on cheques
 And lots more

3. Phone Banking

The bank extends banking information to your phone where information is available at the end
of a simple phone call.
The customer can also call the bank and effect transactions over the phone. Transactions like
reporting loss of ATM, credit, forex or prepaid cards, checking account balance and cheque
status, ordering cheque books, stopping cheque payments, credit card related queries can all be
solved by a call to the bank’s phone banking division.
Now your bank account is now just a phone call away. Through Phone Banking you can:

 Check your account balance.

 Enquire on the cheque status.
 Have a mini statement faxed across to you.
 Request for a cheque book / Account statement.
 Enquire on your fixed deposits / TDS.
 Open a fixed deposit
 Request for Demand Draft / Managers Cheques.
 Transfer funds amongst your linked accounts
 Pay utility and HDFC Bank Credit Card bills.
 Do stop cheque payments.

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  Report loss of your ATM /Debit Card.
 Product information.

4. Mobile Banking
By simply downloading the bank’s app on your smart phone, you can avail of over 75
transactions. The application is secure and fast. Mobile is now your bank! Now access your
bank account and conduct a host of banking transactions and inquiries through your mobile,
with our unique Mobile Banking services.
Mobile Banking is a service that allows you to do banking transactions on your mobile phone
without making a call, using the SMS facility.

Uses of Mobile Banking:

Mobile Banking service provides a host of features at your finger-tips through SMS:

 Get your balance detail

 Obtain your last 3 transactions details
 Request a cheque book
 Stop a cheque payment
 Enquire cheque status
 Request an account statement
 Get fixed deposit detail
 Pay your bills

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 SWOT ANALYSIS

 STRENGTH
o First largest bank in India.
o highest customer satisfaction.
o Attrition Rate is low. Little presence in Rural Areas.
o has good financial advisors in terms of guiding customers towards right investments.

 WEAKNESS
o Little presence in Rural Areas.
o Missed the first mover advantage in rural.
o Customer service staff needs training.
o Major focus on mid and high level clients.

 OPPORTUNITY
o Scope in Rural Market.
o Bank is good in maintaining corporate salary account.
o It has very good opportunities abroad.
o Mobile banking, internet banking etc. can be a huge boon for HDFC's business.

 THREAT
o Increasing percentage of Nonperforming assets (NPA) is not a good sign for the
financial health.
o The NBFC and new age banks are increasing in India.
o The government banks are trying to modernize to compete with the private banks.

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 RECOMMENDATION

● The following strategies can be implemented in persuading the customer to use digital
platforms:
● When the customer is opening his\her account, that time the customer can be well aware
about the various platforms that HDFC bank provide to them and the activation of the
same can be done at the same time with ease.
● The customer need to be aware about the various advantage that digital channels
provide to them like anywhere banking, discounts offer, transfer of money from
anywhere.
● The feedback need to be taken about their experience with the platforms and the bank
should work on the shortcomings.
● Those customers who are not using the digital facility should be called on time basis to
persuade them to use these platforms.
● All the banking staff including the area sales team need to be trained well about all the
digital platforms so they can give a good demo or presentation to them about it.
● The no of kiosk for net banking facility should be increased in the branch and some
specified person should be employed there to present it and help the customer to gain
access to net banking facility
● The bank need to contact the retails shops in the nearby area to put the payzapp or code
scans so the retail customer will become more aware about it.

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 CONCLUSION

HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has
good number of employees on board and is recruiting personal banker heavily to take the
headcount to many more. It is on the brim of increasing its customers through its attractive
schemes offer.

The project opportunities provided was market segmentation and identifying prospective
customers in potential geographical location and convincing them to attract more customers so
that new business opportunities of the bank can be explored. Through this project, it could be
concluded that people are not much aware about the various products of the bank and many of
them not interested to open an account, to invest many at all. Services was consider as un
sought good which require hard core selling, but changing tend in income and people become
financially literate, the demand of banking sector day by day.

So, at last the conclusion there is competition ahead for the company for its major competitors
in the banking sector. Last but not the least I would like to thank HDFC Bank for giving me an
opportunity to work in the field of marketing and operations. I hope the company finds an
analysis relevance.

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 BIBLIOGRAPHY

1. BOOKS
 M a r k et i n g M a n a g e m e n t ( 1 0 th E d i t i o n )
 M a r k et i n g M a n a g e m e n t ( 3 rd E d i t i o n )
 R e s ea r ch Methodology (2 nd Edition)
 Research Methodology (3 rd Edition)

2. AUTHORS

 Philip Kotler
 V.S. Ramaswamy
 C.R. Kothary
 S.P. Kasande

3. NEWSPAPERS
 Times of India
 Financial Express

4. WEBSITES
 www.hdfcbank.com
 www.slidesnet.com
 www.google.com
 www.hindustantimes.com

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