An Overview of HSBC Group: The HSBC Group is named after its founding member, The Hongkong and Shanghai Banking Corporation Limited, which was established in 1865 in Hong Kong and Shanghai to finance the growing trade between China and Europe. Thomas Sutherland, a Hong Kong Superintendent of the Peninsular and Oriental Steam Navigation Company helped to establish this bank in March 1865. Throughout the late nineteenth and the early twentieth centuries, the bank established a network of agencies and branches based mainly in China and South East Asia but also with representation in the Indian sub-continent, Japan, Europe and North America. The post-war political and economic changes in the world forced the bank to analyze its strategy for continued growth in the 1950s. The bank diversified both its business and its geographical spread through acquisitions and alliances. HSBC Holdings plc, the parent company of the HSBC Group, was established in 1991 with its shares quoted on both the London and Hong Kong stock exchanges. The HSBC Group now comprises a unique range of banks and financial service providers around the globe. HSBC maintains one of the world’s largest private data communication networks and is reconfiguring its business for the e-age. Its rapidly growing e-commerce capability includes the use of the internet, PC banking over a private network, 1 | Page
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An Overview of HSBC Group:
The HSBC Group is named after its founding member, The
Hongkong and Shanghai Banking Corporation Limited, which was
established in 1865 in Hong Kong and Shanghai to finance the
growing trade between China and Europe.
Thomas Sutherland, a Hong Kong Superintendent of the
Peninsular and Oriental Steam Navigation Company helped to
establish this bank in March 1865. Throughout the late
nineteenth and the early twentieth centuries, the bank
established a network of agencies and branches based mainly in
China and South East Asia but also with representation in the
Indian sub-continent, Japan, Europe and North America.
The post-war political and economic changes in the world
forced the bank to analyze its strategy for continued growth
in the 1950s. The bank diversified both its business and its
geographical spread through acquisitions and alliances.
HSBC Holdings plc, the parent company of the HSBC Group, was
established in 1991 with its shares quoted on both the London
and Hong Kong stock exchanges. The HSBC Group now comprises a
unique range of banks and financial service providers around
the globe.
HSBC maintains one of the world’s largest private data
communication networks and is reconfiguring its business for
the e-age. Its rapidly growing e-commerce capability includes
the use of the internet, PC banking over a private network,
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interactive TV, and fixed and mobile, including wireless
application protocol or WAP-enabled mobile, telephones.
HSBC Mission Statement:
“We aim to satisfy our customers with high quality service
that reflects our global image as the premier international
bank”
Objectives of HSBC:
HSBC’s objectives are to provide innovative products supported
by quality delivery of systems and excellence customer
services, to train and motivate staffs and to exercise social
responsibility. By combining regional strengths with group
network HSBC’s aim is to be the one of the leading banks in
its principle markets. HSBC’s goal is to achieve sustained
earnings growth and to continue to enhance shareholders value.
HSBC History:
The HSBC Group has a history, which is unique. Many of its
principal companies opened for business over a century ago and
they have a history rich in variety and achievement.
Foundation and Growth:
The inspiration behind the founding of the bank was Thomas
Sutherland, a Scot who was then working as the Hong Kong
Superintendent of the Peninsular and Oriental Steam Navigation
Company. Realizing the considerable demand for local banking
facilities both in Hong Kong and along the China coast and he
helped to establish the bank in March 1865. Then, as now, the
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bank’s headquarters were at 1 Queen’s Road Central in Hong
Kong and a branch was opened one month later in Shanghai.
Throughout the late nineteenth and the early twentieth
centuries, the bank established a network of agencies and
branches based mainly in China and South East Asia but also
with representation in the Indian sub-continent, Japan, Europe
and North America. In many of its branches the bank was the
pioneer of modern banking practices. From the outset, trade
finance was a strong feature of the bank’s business with gold
bars, exchange and merchant banking also playing an important
part. Additionally, the bank issued notes in many countries
throughout the Far East.
During the Second World War the bank was forced to close many
branches and its head office was temporarily moved to London.
However, after the war the bank played a key role in the
reconstruction of the Hong Kong economy and began to further
diversify the geographical spread of the bank.
The Making of the modern HSBC Group:
The post-war political and economic changes in the world
forced the bank to analyze its strategy for continued growth
in the 1950s. The bank diversified both its business and its
geographical spread through acquisitions and alliances. This
strategy culminated in 1992 with one of the largest bank
acquisitions in history when HSBC Holdings acquired the UK’s
Midland Bank plc (now called HSBC Bank plc). However, it
remained committed to its historical markets and played an
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important part in the reconstruction of Hong Kong where its
branch network continued to expand.
Banks under the HSBC Group:
Many of the members have changed their name into HSBC, The
Hongkong and Shanghai Banking Corporation Limited to introduce
the whole group under one brand name.
Midland Bank HSBC Holdings acquired Midland Bank one of the
principal UK clearing banks in 1992. Headquartered
in London, the bank has a personal customer base of
five and a half million, business customers of over
half a million, and a network of almost 1,700
branches in the United Kingdom. Midland has offices
in 28 countries and territories, principally in
continental Europe, with a number of offices in
Latin America.
Hang Seng
Bank
Hang Seng Bank, in which Hongkong Bank has a 62.1%
equity interest, maintains a network of 146
branches in the Hong Kong SAR, where it is the
second largest locally incorporated bank after
Hongkong Bank. Hang Seng Bank also has a branch in
Singapore and two branches and two representative
offices in China.
Marine
Midland Bank
Marine Midland Bank headquartered in Buffalo, New
York, has 380 banking locations statewide. The bank
serves over two million personal customers and
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120,000 commercial and institutional customers in
New YorkState and, in selected businesses,
throughout the United States.
Hongkong
Bank of
Canada
Hongkong Bank of Canada is the largest foreign-
owned bank in Canada and the country’s seventh-
largest bank. With headquarters in Vancouver, it
has 116 branches across Canada and two branches in
the western United States.
Banco HSBC
Bamerindus
Banco HSBC Bamerindus was established in Brazil in
1997. The bank has network of some 1,900 branches
and sub-branches, the second largest in Brazil.
Hongkong
Bank
Malaysia
Hongkong Bank Malaysia is the largest foreign-owned
bank in Malaysia and the country’s fifth-largest
bank, with 36 branches.
The British
Bank of the
Middle East
(British
Bank)
The British Bank of the Middle East (British Bank)
is the largest and most widely represented
international bank in the Middle East, with 31
branches throughout the United Arab Emirates, Oman,
Bahrain, Qatar, Jordan, Lebanon and the Palestinian
Autonomous Area, including an offshore banking unit
in Bahrain. The bank also has branches in Mumbai
and Trivandrum, India, and Baku, Azerbaijan, as
well as private banking operations in London and
Geneva.
HSBC Banco HSBC Banco Roberts was acquired in 1997. Based in
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Roberts Buenos Aires, it is one of Argentina’s largest
privately owned banks, with 60 branches throughout
the country.
Hongkong
Bank of
Australia
Hongkong Bank of Australia has 16 branches across
Australia. It is the flagship of the HSBC Group’s
businesses there, operating under the name HSBC
Australia, and providing a complete range of
financial services.
The Saudi
British Bank
The Saudi British Bank, a 40%-owned member of the
HSBC Group, has 63 branches throughout Saudi Arabia
and a branch in London.
Other associated Group banks are British Arab Commercial Bank,
The Cyprus Popular Bank and Egyptian British Bank.
Customer Segments of HSBC Group:
Personal HSBC provides a full range of personal financial
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Financial
Services
services, including current and savings account,
mortgages, insurance, credit cards, loans,
pensions and investments. In 2000, residential
mortgages across the Group – excluding Household
– grew by 15%, while non-mortgage personal
lending increased by over 20%. Credit cards in
issue grew by 20% worldwide. Sales of repayment
protection insurance and deposit growth reached
record levels. Current account balances in the UK
exceeded £ 10 billion for the first time at year-
end 2000. The number of customers registered for
e-banking services – via the internet and
telephone – more than trebled in 2000. The
internet generated sales of over 2.3 million
products and 87 million transactions.
Consumer
Finance
Through Household International, Inc., HSBC is
now a major provider of consumer finance and a
top 10 issuer of credit cards in the USA.
Household provides consumer loans, credit cards,
vehicle finance, mortgage financing and credit
insurance to middle America. During 2004,
Household achieved good organic loan growth,
which it supplemented with portfolio
acquisitions. The strongest growth was in the
real estate portfolio and the mortgage services
business, and also in branch-based consumer
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lending. Synergy benefits with HSBC included
store cards and point-of-sale financing.
Commercial
Banking
The provision of services to small and medium-
sized enterprises around the world is core
strength of HSBC. During 2000, HSBC increased its
leading position in the UK business start-up
market to 21% and attracted record levels of
business current and deposit account balances.
Business internet banking was offered in 20
countries and territories, and the number of
registered users more than doubled to 600,000.
Money transmission revenues, trade finance fees,
wealth, savings and insurance products all
showing growth during 2000.
Corporate,
Investment
Banking and
Markets
This customer group comprises four main business
lines – Corporate and Institutional Banking,
Global Investment Banking, Global Markets and
Global Transaction Banking – which focus on long-
term relationships with major international
corporations and institutions. Record results
were achieved in 2000. The Global Markets
business excelled, particularly in international
debt issuance, risk management and structured
products, and foreign exchange. Global Investment
Banking was entrusted with a number of landmark
deals in capital restructuring, corporate
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reorganization and strategic advice.
Private
Banking
This customer group provides world-class
financial services to high net worth individuals
and their families. In 2000, Private Banking
posted improved financial results in all regions,
led by Asia, which had a record year. New
business initiatives and a general improvement in
investment markets led to increased client
activity across a range of products. An increase
in discretionary mandates, together with a strong
demand for client-tailored structured products,
contributed to higher fee revenues and dealing
income. Funds under management grew by 18%,
reflecting both net inflows of client assets and
improving market conditions.
HSBC International network:
The HSBC Group’s international network comprises of some
10,500 offices in 81 countries. A brief list is presented as
of 2007 in the next page:
Europe
Armenia 2 Greece 70 Netherlan
ds
1
Azerbaijan 1 Hungary 3 Poland 5
Belgium 6 Ireland 14 Russia 3
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Channel
Islands
34 Isle of Man 6 Spain 4
Cyprus 144 Italy 5 Sweden 3
Czech
Republic
4 Luxembourg 8 Switzerla
nd
15
France 836 Malta 64 Turkey 160
Germany 11 Monaco 2 United
Kingdom
1908
Asia-
Pacific
Australia 39 Indonesia 13 New
Zealand
9
Bangladesh 9 Japan 6 Pakistan 4
Brunei
Darussalam
13 Kazakhstan 1 Philippin
es
24
China 30 Korea
Republic
12 Singapore 26
Cook
Islands
1 Macau Special
Admin.Region
5 Sri Lanka 10
Hong Kong 381 Malaysia 42 Taiwan 19
India 41 Maldives 1 Thailand 2
Vietnam 2
Americas
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Argentina 196 Canada 282 United
States of
America
3566
Bahamas 5 Cayman
Islands
6 Uruguay 6
Bermuda 9 Chile 2 Venezuela 1
Brazil 1470 Mexico 1387 British
Virgin
Islands
3
Panama 16
Middle
East &
Africa
Algeria 1 Israel 4 Palestinian
Autonomous
Area
1
Angola 1 Jordan 2 Qatar 4
Bahrain 8 Lebanon 6 Saudi Arabia 75
Cote d
Ivoire
1 Libya 1 South Africa 10
Egypt 16 Mauriti
us
14 Uganda 1
Ghana 1 Morocco 1 United Arab 16
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Emirates
Iran 1 Oman 5
Country Classifications
To ensure that the key resources (management time, capital,
human resources and information technology) are correctly
allocated and that the exchange of best practice is
accelerated between entities, the group has classified the
countries where it operates into 3 categories: the large, the
major and the international.
These classifications are a function of sustainable,
attributable earnings, the number of retail clients, balance
sheet and size of operation. A brief presentation of this
classification is shown below:
Large: United Kingdom, USA and Hong Kong SAR/Mainland China.
Definition
► More than one million personal clients
► Sustainable earnings greater than US$ 200 million
Business Focus
► Concentrated group resources on wealth management
► Be a top 10 player in any market or region served
► Develop cross selling, loyalty programs and value added
products.
Major: Argentina, Canada, Malaysia, India, Kingdom of Saudi
Arabia, Singapore and United Arab Emirates.
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Definition
► Sustainable earnings between US$ 100 – 200 million
Business Focus
► Universal bank’s (personal, corporate, and investment
banking with domestic business)
► Platforms for international group business
► Next generation of large companies
► Stable self funding entities
► Onshore HQ
International: The rest of the world.
Definition
► Earnings below US$ 100 million
Business Focus
► Platforms for international group business
► Limited domestic presence
► “Nursery” for developing management
► Tomorrow’s major businesses
► Supported by offshore HQ
International Brand
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A key part of the Group’s business strategy is the creation of
a global brand featuring the HSBC name and hexagon symbol. The
symbol is now a familiar sight around the world. The Group has
embarked on the next phase — making the HSBC brand universally
synonymous with its core values of integrity, trust and
excellent customer service.
HSBC Brand & Corporate Identity:
The Hexagon logo of HSBC derives from HSBC’s traditionally
flag, a white rectangle divided diagonally. The design of the
flag was based on the cross of ST.Andrew, The Patron Saint of
Scotland.
HSBC brand & corporate identity represents what HSBC wants its
brand to mean to its customer. It is derived from the group:
Corporate Character:
HSBC is a prudent, cost conscious, ethically grounded,
conservative, trustworthy international builder of long-term
customer relationships.
Basic Drives:
HSBC’s basic drives are Higher Productivity, Team Orientation,
and Creative Organization, & Customer Orientation.
The essence of HSBC brand is integrity, trust, and excellent
customer service. It gives confidence to customers, value to
investors, & comfort to colleagues.
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Through the process of listening to individuals needs and then
acting in partnership to deliver the right solutions, HSBC is
committed to help the clients make the most of their financial
assets.
HSBC operate on a global basis, but also work on a local level
to ensure the cross-border differences are identified and any
related benefits exploited. HSBC teams of specialists ensure
that whether you need solutions across the world, regionally,
or locally, and they have the skills, expertise, and resources
to deliver them. They automate as many functions as possible,
even as ensuring retains control.
HSBC claims that they are the people to talk to if anyone
wants the following: -
Global cash flow co-ordination
Enhanced risk management
Improved security and audit controls
Minimized costs and reduced operating expenses
Maximized liquidity, returns and interest benefits
GROUP VISION:
To – become the world’s leading financial services
company
– balance group earnings between the OECD and
the Emerging markets
GROUP VALUES
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-Long term, ethical client service
-High productivity through team work
-Confident and ambitious sense of excellence
-International character, conservative
orientation
-Capable of creativity and strong marketing
HSBC’S GOVERNING OBJECTIVES:
“We will beat the mean Total shareholder return performance of
a peer group of financial institutions over a three year
rolling average; and target to double share holder returns in
five years.”
Group Business Principles and Value:
The HSBC Group is committed to Five Core Business Principles:
Outstanding customer service;
Effective and efficient operations;
Strong capital and liquidity;
Conservative lending policy;
Strict expense discipline;
HSBC Operates According to Certain Key Business Values:
The highest personal standards of integrity at all levels;
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Commitment to truth and fair dealing;
Hand-on management at all levels;
Openly esteemed commitment to quality and competence;
A minimum of bureaucracy;
Fast decisions and implementation;
Putting the Group’s interests ahead of the individual’s;
The appropriate delegation of authority with accountability;
Fair and objective employer;
A merit approach to recruitment, selection, promotion;
A commitment to complying with the spirit and letter of all
laws and regulations;
Promotion of good environmental practice and sustainable
development and commitment to the welfare and development of
each local community.
HSBC’s reputation is founded on adherence to these principles
and values. All actions taken by a member of HSBC or staff
member on behalf of a Group company should conform to them.
HSBC Bangladesh:
The HSBC Group is represented in Bangladesh by its Head Office
in Dhaka (Sonargaon Road), a second full-service branch in
Chittagong (Agrabad) and another one in Sylhet and two booths
in Gulshan & Motijheel with a vision to satisfy its customer
with high quality service that reflects its global image as
the premier International Bank. The Bank has opened another
branch in Dhanmondi and will recently open a branch in Banani.
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The Bank has been serving customers in Bangladesh since 1996.
It has also an Offshore Banking Unit, which provides banking
services for foreign companies based in the Export Processing
Zones in Dhaka and Chittagong. In September 1999, it
introduced ATM and telephone banking for Personal Banking.
Five ATMs located at the five branches, there are 17 off-site
ATMs located in Uttara, Dhanmondi, Banani, Shantinagar and GEC
(Chittagong), East Nasirabad (Chittagong), Sylhet etc.
HSBC Bangladesh Overview:
Name of the
Organization
The Hong Kong Shanghai Banking Corporation
Bangladesh LTD
Year of Establishment 1996
Head Office AnchorTower, 1/1-B Sonargaon Road Dhaka
1205, Bangladesh
Nature of the
organization
Multinational company with subsidiary
group in Bangladesh
Shareholders HSBC group shareholders
Products Savings & deposit services
Loan products
Corporate and Institutional services
Trade services & Hexagon
Management Mr. Steve Banner
Chief Executive Officer
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Mr. Shafqat Hossain
Head of Personal Financial Services
Mr. Mahbubur Rahman
Head of Corporate Banking
Mr. Syed Akhtar Hossain Uddin
Human Resource Manager
Mr. Mostafizur Rahman
Marketing Manager
Mr. Arjun Fernando
Chief Operating Officer
Number of Offices 9 (Dhaka, Motijheel, Gulshan, Dhanmondi,,
Chittagong & Sylhet)
Number of ATM’s 22
Number of employees 750+
Technology Offers full online banking from branch to
branch and from Dhaka to Chittagong.
Service Coverage &
Customers
Serves individual and corporate customers
within Dhaka, Chittagong and Sylhet.
HSBC Bangladesh currently provides services from two of its
full service branches one in Dhaka and the other one in
Chittagong. Besides these offices there are two personal
banking Booth offices located at Gulshan & Motijheel, and a
new branch opened at Dhanmondi. There is currently nine ATM’s
operating in Dhaka and 1 in Chittagong.
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Different Activities in Bangladesh:
As one of the largest international banks in Bangladesh, HSBC
has a long-term commitment to its customers and provides a
comprehensive range of financial services: personal,
commercial and corporate banking; trade services; cash
management; treasury; consumer & business finance; and
securities, and custody services.
Personal Banking Services:
The Hongkong and Shanghai Banking Corporation Limited offers a
full range of personal banking products and services designed
to take care of its customers’ growing needs and requirements.
HSBC in Bangladesh has launched a number of loan products
during 2000. Personal Installment Loan is an unsecured loan
that does not require any personal guarantee or cash
security; Car Loan, also, does not require any down payment or
personal guarantee. The Bank has already launched Phone
banking, a state-of-the-art automated telephone banking
service available 24 hours a day, 7 days a week, and 365 days
a year, which allows customers to access their account from
the comfort of the office or home. HSBC is the market leader
in the local Auto payservice with which the company can
initiate bulk Taka payments to, or Taka collections from, any
HSBC current or savings accounts of counterparts for a
specified sum at a specified date, regardless of the branch.
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HSBC also offers Power vantage, a unique all-in-one package of
products and services designed to give total financial control
to the customer; a unique savings account, which allows the
customer to do any number of transactions without any charges
being incurred or credit interest lost. To satisfy the growing
needs of real estate HSBC Bangladesh recently launched Home
Loan Scheme and a special type of deposit product named
“Bangladesh International” for non-resident Bangladeshi.
Corporate Banking Services:
The Hongkong and Shanghai Banking Corporation Limited offers a
wide range of cash financing, working capital, short and
medium-term loans and guarantee facilities from its Head
Office and Chittagong branch. The Offshore Banking Unit (OBU)
provides US Dollar denominated working capital as well as
short-term finance for capital imports to eligible businesses.
Using high-speed communication links, HSBC connects customers
to international payment systems.
Trade Services:
As the leading provider of trade finance and related services
to importers and exporters in Asia, HSBC in Bangladesh
operates a highly automated trade-processing network and offer
an Electronic Data Interchange (EDI) capability
through Hexagon. The Bank also uses SWIFT, an efficient and
secure mechanism for bank-to-bank global communications used
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for all trade related activities including fund transfers and
issuance of DC’s (Documentary Credit).
Financial Institutions:
HSBC provides global trade services and cash management
services to local banks. HSBC’s worldwide network strength,
with over 7000 offices in 81 countries and territories,
coupled with a world class reputation in Trade Finance (“Best
Trade Documentation Bank” – Euro money) and an unparalleled
presence in Asia (“Best Bank in Asia” — Euro money), places
HSBC in an ideal position to render unmatched correspondent
banking services.
HSBC’s commanding presence in the USA (5th largest USD clearing
bank globally), UK (largest GBP clearing bank globally), and
the Euro land (largest Euro clearing bank in the UK) both in
terms of network strength and clearing ability allows the Bank
to provide first class cash management solutions in 3 major
global currencies; US dollar, Pound sterling, and the Euro.
Payments and Cash Management (PCM):
HSBC is the pioneer in introducing electronic cash management
solutions in Bangladesh, by introducing its state-of-the-art
proprietary software, Hexagon, back in 1997. This was
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initially made available to corporate clients only but has
since been expanded to include banks and retail clients.
With Hexagon, the Bank’s proprietary cash management system,
corporate customers can access banking services from anywhere
in the world to view account balances and statements, make
transfers and international payments, and to open documentary
credits, by using only a PC, a modem, and a telephone line.
Organizational Structure of HSBC Bangladesh
Importance of Organizational Design
Organizational design means selecting the combination of
organizational structure and control systems that lets a
company pursue its strategy most effectively—that lets it
create and sustain a competitive advantage. The primary role
of organizational structure is twofold:
(1) To coordinate the activities of employees so that they
work together most effectively to implement a strategy that
increases competitive advantage.
(2) To motivate employees and provide them with the incentives
to achieve superior efficiency, quality, innovation, or
customer responsiveness.
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Figure : Effect of Good Organizational Design on Profitability
Good organizational design increases profitability of a firm,
as it can be seen from the figure. Thus a well planned
organizational structure is crucial for a firm.
The organizational structure of HSBC Bangladesh has been
created, keeping these factors in mind. The structure can be
analyzed in terms of differentiation.
Vertical Differentiation in the Organizational Structure:
The aim of vertical differentiation is to specify the
reporting relationships that link people, tasks, and functions
at all levels of a company. This means that management chooses
the appropriate number of hierarchical levels and the correct
span of control for implementing a company’s strategy most
effectively. The organizational hierarchy establishes the
authority structure from the top to the bottom of24 | P a g e
the organization. The span of control is defined as the number
of subordinates a manager directly manages. The basic choice
is whether to select a flat structure, with few hierarchical
levels and thus a relatively wide span of control, or a tall
structure, with many levels and thus a relatively narrow span
of control.
HSBC bank Bangladesh has a flat structure, with only five
levels in the management. The top most level is the CEO (Chief
Executive Officer) level. The CEO, Mr. David J. Griffiths is
the head of the organization. The next top position is
Manager. The “Managers” of HSBC can be compared to the
departmental heads of other organizations that are doing
business in Bangladesh. The head of human resources is the HR
Manager in HSBC. In other organizations, entry level employees
are termed as “Executives”, which is a mistake. By definition,
executives should be the topmost employees of an organization.
In HSBC, CEO and the managers are called executive level
employees.
Figure: The Flat Organizational Structure of HSBC Bangladesh
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The managers report to the CEO. The managers have three levels
of non-executive employees reporting to them. When a person
first joins HSBC, in most cases, he or she joins as an
Assistant Officer. Only in extremely rare cases, where the
applicant has ample job experience, a person might join as a
Supervisor or Staff Officer. Supervisors and Assistant
Officers are required to follow a predefined dress code. The
dress code is relaxed for staff officers, the managers and the
CEO. They may or may not wear the assigned dresses.
The flat structure of HSBC helps in keeping the bureaucratic
costs low. Tall structure results in the following problems,
which leads to bureaucratic costs:
1. Too many middle managers
2. Motivational problem
3. Coordination problem
4. Information distortion
HSBC is free from these problems.
Horizontal Differentiation in the Organizational Structure:
Whereas vertical differentiation concerns the division of
authority, horizontal differentiation focuses on the division
and grouping of tasks to meet the objectives of the business.
HSBC Bangladesh uses the most popular and common structure,
the functional structure. Functional structures group people
on the basis of their common expertise and experience or
because they use the same resources.
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Functional structures have several advantages. First if people
who perform similar tasks are grouped together, they can learn
from one another and become better—more specialized and
productive at what they do.
Figure: The Organogram of HSBC Bangladesh
Second, they can monitor each other to make sure that all are
performing their tasks effectively and not shirking their
responsibilities. As a result the process becomes more
efficient, reducing manufacturing costs and increasing
operational flexibility.
A third important advantage of functional structures is that
they give managers greater control of organizational
activities. In HSBC, every department has reports to the CEO,
COO or a manger of a particular department. Five departments
report to the COO (Chief Operating Officer), who is the second
most powerful individual at HSBC. The five departments are:
a) Financial Control Department (FCD)
b) Administration Department (ADM)
c) Hongkong Universal Banking (HUB)
f) Information Technology Department (IT)
g) Network Service Center (NSC)
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The manager, corporate banking, is responsible for the
following three departments:
a) Trade Services (HTV)
b) Payment & Cash Management (PCM)
c) Institutional Banking (IB)
All the branch managers report to the manager, Personal
Financial Services (PFS). The sales team also reports to him.
The sales team consists of MSO (Mobile Sales Officers) and
call center representatives.
The other four departments report to the CEO. These are:
1. Marketing and Public Relations (GPA)
2. Human Resource and Training Department (HR)
3. Treasury (TRSY)
4. Credit and Risk Management (CRM)
5. Internal Control (MIC)
These departments are called the “Small” departments, due to
smaller workforce.
All the departments follow the previously mentioned flat
structure. That is, there are managers, supervisors, staff
officers and assistant officers in almost all the departments.
Corporate banking and PFS—these two departments have their own
workforce. There are certain divisions within some
departments, as well, e.g. HTV is divided into HTV Import and
HTV Export.
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Functions of the Major Departments:
Information Technology (IT):
This department relates to all other departments in order to
provide technical services. This department’s job is to plan,
negotiate and purchase maintenance of IT, communications,
PABX, security system etc.
Operations:
• Maintains communication media and security system.
• Provides technical support to LAN communication
system.
• Maintains database
• Submit off-line batch run report
• Does trouble shooting
• Develop in-house software.
Hongkong Universal Banking (HUB):
This department is responsible for all offline branch run
report. The HUB officer is responsible for coordination with
Technical service department to ensure the system is used and
understood to HUB’s full potential and is available to end
user for maximum available time. It ensures department
operations in accordance with group statement and procedure.
Operations:
• Assists HUB operations operated by other staffs.
• Execute trouble shooting
• Generate reports
• Controls HUB access
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• Assists audit programs
Administration Department:
Like that of any other organizations, the Admin department of
HSBC makes sure that the organizations moves on with all its
departments and staffs operating according to all the rules
and regulations of the company. It also prevents any
bottlenecks within the work process and ensures smooth
functioning. The admin department has two divisions – General
Administration and Business Support Services.
The general admin division is pretty much similar to the admin
departments of other companies that ensure discipline and
regulatory concerns. The business support services provide
supports to the departments during employee leaves and sudden
terminations so that the department can function without
problems.
Network Service Center:
This department can be described as the ‘Power House’ of HSBC
Bangladesh. NSC does the back office job for the bank. The
main four jobs that are performed by NSC are Clearing,
Scanning of signature cards, issuing checkbooks and sending &
receiving Remittances. NSC looks after the clearing process of
HSBC and makes necessary contact with the central bank for
maintaining account flows. All the customer signatures are
scanned in this department and are entered into the system.
NSC also issues checkbook for new and old accounts based on
requisition from various branches. ‘Remittance’ is a banking
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term, which means ‘Transfer of funds through banks’. When a
bank remits on behalf of its customers, it is termed as
outward remittance. On the other hand, when the bank receives
the remittance on behalf of the bank, it is inward remittance.
The following are the methods that NSC used to remit money for
customers: Telegraphic Transfer (TT), Demand Draft (DD) &
Cashier’s Order.
HSBC is nationally on-line. Anyone having account in any
branch in Bangladesh can transact in any branch of HSBC
Bangladesh. NSC facilitates this network-service. Any type of
information about the customers are loaded or composed in the
system through NSC.
Operations:
• Facilitates the network service.
• Updates the information system.
• Generate the Phone Banking PIN and the ATM PIN.
Financial Control Department:
FCD is responsible for the preparation of the Annual Operating
Plan (AOP), monitoring treasury risk limits, profit exposure
and maintaining strong liquidity. FCD is the key member of the
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Asset Liabilities Committee (ALCO), which deals with how
efficiently the bank’s assets and liabilities are managed.
Operations:
• Annual Planning.
• Analysis of the reports.
• Scrutinizing daily functional statement.
• Checking the accounts and giving necessary
feedbacks.
• Monitoring risks and profits.
• Analysis of the transactions.
• Maintains bills and vouchers.
Treasury Department:
This department deals with the cash management. As continuous
cash transaction goes on and there is a limit of keeping money
in the bank-volt this department should be sincere about the
availability of money when needed. Moreover foreign exchange
rates are also monitored by this department.
Operations:
• Monitor the call money rate.
• Monitor the foreign exchange rate.
• Confirm the availability of money.
• Cash management through participating in call
money market.
• Fulfill the requirements of Bangladesh Bank.
Human Resources & Training Department (HRD):
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The functions of Human Resources Department are strategic
planning and policy formulation for compensation, recruitment,
promotion, training, development and appraisal. This
department also contributes to employees’ performance by
providing standard of training.
Operations:
• To assist the top level decision making process on
compensation, promotion, training,
development and appraisal.
• Communicate with all external and internal
entities.
• Monitor leave, payroll, increments and allowances
etc.
• Maintains financial flows related to HRD.
• Plan and arrange the development training programs
for the employees.
• Ensure the standard of the group.
• Help to ensure the cost effectiveness.
• Provide full logistics supports to all departments
for quality services.
• Deals with intra and inter communication for
administrative issues
• Ensures value actability.
• Plan for development of the company.
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• Facilitates admin officers’ job
• Develop plans for support services.
• Ensures security of the company
• Conduct the performance evaluation.
• Execute recruitment arrangements.
Internal Control:
Internal Service Officer is responsible for ensuring quality.
Through fulfilling audit requirements it maintains the local
and group compliance.
Operations:
• Ensures the standard and services
• Ensures operational responsibilities
• Ensures group requirements.
Marketing Department:
This department is responsible for increasing public awareness
of the Bank’s name, products and services, image etc. HSBC is
giving more importance on marketing its products and services
through advertising in newspapers, billboards, banner and
publishing leaflets, newsletter etc
Operations:
• Coming up with innovative and different promotional
approaches.
• Conducting, Coordinating and organizing media
activities.
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Corporate Banking or Institutional Banking (CIBM):
This department deals with all types of banking with the
institution or organization rather than personal financial
services.
Operations:
• Market risk analysis regarding assistant liability
• Analysis of credit risk.
• Implementation and feedback of strategic decision
• Follow-up and facilitate documentation in
corporate customer relationship.
• Assists the treasury department.
• Collect information from different organizations
and maintain liaison with them.
• To monitor the corporate accounts on daily basis.
Trade Services (HTV):
This department maintains a close relationship with corporate
banking, credit operations and personal banking for marketing
selling trade services to the existing and targeted customers.
This department handles all trade related businesses of the
bank.
Operations:
• Deals with amendment and bills.
• Maintains customer relation and banking
• Maintains export and import formalities.
• Checks vouchers
• Process export-import documents.
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• Ensure quality services for the customers.
Securities Department:
This department facilitates the development of money market
and investment activities of bank. This department explores
the FI (Financial Institution) market; identify customers and
FI related issues. Maintain close relation with the foreign
exchange issues. The prime duty of this department is to make
sure that the bank complies with BB (Bangladesh Bank), SEC
(Stock Exchange Commission), DSE (Dhaka Stock Exchange), CSE
(Chittagong Stock Exchange) and client reporting requirements.
Operations:
• Complies with financial institutions’ requirement.
• Monitor feedback and supervise operation in the
financial markets.
• Make liaison with different level.
• Prepare the plan of activities for different
department in the financial market.
• Facilitate the transfer of share certificate.
• Maintain documents related to share market.
Credit Management:
This department coordinates the lending facilities. This is
also a member of ALCO. This department is responsible for all
necessary documents and securities related to corporate and
personal lending.
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Operations:
• Prepare and supervise credit approval
• Coordinates documents of Group and Bangladesh Bank
• Ensure customer credit documents and necessary
papers.
• Analyses the financial statements of the customers
and analyses the data to identify
possible risk.
• Conducts stock statements
• Deals with insurance documents
• Calculate and Analyze the profitability
There are two separate departments under Credit management:
PFS credit which deals with individual lending and CMB credit
which deals with the Commercial lending.
Personal Financial Services (PFS):
This department supervises the Customer Service Department
(CSD), ATM (Automated Teller Machine) center & Product
Development department.
Operations:
CSD
Provides support for the customers, through phone or face to
face
Handles requests of changing of address and phone numbers
Answers customer queries regarding products and services
ATM
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Ensures the trouble free operation of all the ATM centers
Disburses money to the ATM centers
PFS Product
Conducts research on new product possibilities
Designs new products
Designs product brochures
Test markets products, internally
Business Principal and Values:
The HSBC Group is committed to five Core Business Principles:
Outstanding Customer Service;
Effective and efficient operations;
Strong Capital and Liquidity;
Conservative lending policy;
Strict expense disciplines;
Through loyal and committed employees who make lasting
customer relationships and international teamwork easier to
achieve these principles.
To conform to these principles the Group has defined value as:
• Valuing people (Applicable to both our customers
and staff employees)
Staff: ensure amicable work environment foster trust among
colleagues allow fairness to prevail at all times demonstrate
sincerity and sense of belongingness ensure respectful
environment.
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Customer: make sure importance is assigned to each customer
courteous behavior to be provided at all times to ensure that
no tangible discrimination occurs.
Quality First (Customer focused):
provision of services that would be labeled as “value for
money”
provision for effective and efficient service
priorities of customer satisfaction
ensure commitments are met
courage to apologies for mistakes rather than attempting to
camouflage
avoid complacency
Professionalism (Staff focused):
Ensure staffs are thoroughly aware of respective
responsibilities.
Ensure job descriptions are executed properly
Address areas where improvement may be necessary
expeditiously
Advocate team spirit
Profit Driven (Internally focused):
Focus on augmenting/enduring profitability of the bank through
a combination of:
1. selection of quality accounts
2. mitigation of avoidable expenses
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3. remaining within compliance parameters (both local
and Group)
Innovative:
quick to acclimatize/adapt to changes in
test/demand/environment
remain proactive
remain flexible
Integrity:
Ensure moral uprightness and honesty among the staff
Ensure soundness and wholeness in the job
To conform to the stated Group principles and above definition
of value HSBC also operates according to certain Key Business
Values (KBV). Those are:
• The highest personal standards of integrity at all
levels;
• Commitment to truth and fair dealing;
• Hand-on management at all levels;
• Openly esteemed commitment to quality and
competence;
• A minimum of bureaucracy;
• Fast decision and implementation;
• Putting the Group’s interest ahead of the
individual’s;
• The appropriate delegation of authority with
accountability;
• Fair and objective employer;
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• A merit approach to recruitment/ selection/
promotion;
• A commitment to complying with the spirit and
letter of all laws and regulations wherever we conduct our
business;
• The promotion of good environmental practice and
sustainable development and commitment to the welfare and
development of each local community.
HSBC’s reputation is founded on adherence to these principles
and values. All actions taken by a member or staff member on
behalf of a Group company should conform to them.
Products and Services Provided:
Corporate Credit
HSBC offers the convenient and flexible form of short-term
financing for routine operating expenses and overheads of the
company.
Import and Export Loans
Loans against import are available when the company purchases
under Documentary Credit or Documentary Collections terms.
Pre-shipment finance is available to meet the working capital
requirements. Advances are granted upon production of a
buyer’s contract or export DC.
DP / DA Purchase
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A cash advance is made when a company exports goods to a buyer
through Documentary Collections, either on a Documents against
Acceptance (DA) or Documents against Payments (DP) basis.
Long-term Loans
HSBC can customize a Term Loan to finance the fixed assets
that the business needs (such as land, new premises, equipment
and machinery). It may be a green-field project or an
expansion of an existing plant that may be financed at
competitive floating rate of interest.
Guarantees and Bonds
HSBC in Bangladesh issues a full range of Performance
Guarantees, Advance Payment Guarantees, Financial Guarantees
and Bid bonds for supporting the underlying business of the
customers.
Trade Services
Export Services:
• Pre-shipment Finance
To assist the cash-flow when companies are manufacturing or
packing the goods, HSBC can arrange pre-shipment finance
facilities. A Packing Credit (PC) can be offered which will
enable the company to purchase raw materials or other related
expenses that may require to process and export.
• Post- shipment Finance
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If the documents, after checking, are found to contain no
discrepancies, HSBC can consider negotiating and paying the
company the discounted value of the invoice. No facilities are
required, and funds will typically be advanced on the same day
if documents are presented before noon.
• Documentary Credit (DC) Advising
Electronic export DC Advising is a new and alternative way to
receive a full copy of the Export Documentary Credits (DCs),
amendments and export transaction advices via email. The
service brings direct benefits to the business at no extra
cost.
In this increasingly competitive environment, the Electronic
DC advising services will help by offering:
- Enhanced Accuracy in the Preparation of Documents
- Convenience
- Reduced Courier Expenses
Import Services:
• Import bills
HSBC provides incoming documents against imports from
Bangladesh that are processed for a fee by the Bank.
• Import Loans
HSBC provides the loans granted to importers to pay for their
imports into Bangladesh.
• Shipping Guarantees
HSBC provides a guarantee issued to shipping companies to
allow release of goods prior to arrival of import documents.
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Payment and Cash Management:
• Account management services
HSBC’s Global Payments and Cash Management services provide
domestic and regional transaction solutions to blue-chip
companies throughout the world. Services include a
comprehensive range of traditional account and transaction
services, augmented by HSBC’s liquidity and financial
management techniques and delivered via our global electronic
banking system, Hexagon.
HSBC’s commitment to service excellence, reputation for
stability and understanding of the region has repeatedly been
recognized through citations by major business publications.
With the local expertise in Bangladesh, HSBC is well versed in
local practices and regulations affecting the management of
cash on a domestic and regional basis.
• Payment and collection
Country-wide Payments:
Most corporate treasurers cannot afford to spend time worrying
about routine payments. HSBC in Bangladesh has the technology
to put you in better control of routine operations and has
been successfully handling payment requirements throughout the
nation for its corporate clients. It provides the benefits,
which include:
Country-wide Collection:
As receivable management is crucial to the financial cycle,
HSBC has developed products to efficiently manage the
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requirements and reduce cost. The services and benefits
include:
This payment and cash collection service provides the customer
the following benefits:
- Reduction in payment time.
-Cost reduction through efficient fund management.
-Detailed MIS on cash collection and payment, resulting in
better management.
-Reconciliation done through Hexagon.
-Centralization of control of all your cash and instruments.
-Network coverage of almost 200 locations nation-wide.
-Quicker cash collection in a central account, resulting in
greater earnings.
• Hexagon cheque writer
The latest addition in the Payments and Cash Management
services is Hexagon Cheque Writer. It is a cheque writer
product which is also a built-in module of Hexagon, global
electronic banking. It is designed to facilitate the corporate
customers for preparing, printing and updating the PC ledger
(ledger maintained in cheque writer). Services and benefits
include:
Preparation of cheques through Hexagon Cheque Writer.
Reconciliation of cheques at the Hexagon ledger.
Advice along with cheque leaves.
No further installation required since it is built in our
Hexagon module.
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Recurrent payments can be stored and printed.
Convenience of in-house cheque printing.
Personal Financial Services
Banking Across the Country
The organization’s computer system provides the customer the
opportunity to make transaction between accounts at different
branches. No matter where the organization’s account is held
the customer can withdraw money from any HSBC branch or ATM in
Bangladesh.
Money Savings Schemes
HSBC offers both local and foreign currency current accounts
and local currency savings accounts for its customers to save
money.
Investment Schemes:
Both local and foreign currency time deposit schemes are
offered by HSBC for its individual customers.
Personal Loan Schemes
HSBC offers Personal Installment Loan (PIL), Personal Secured
Loan (PSL), Personal Installment Credit (PSC), Home Loan and
Car Loan.
More details on these products are provided in the appendix.
Car Loan
Under the car loan scheme HSBC offers a loan up to 70% of the
car value. Cash security or personal guarantee is not required
for the loan. Cars can also be insured at discounted rates.
Education Loan
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HSBC’s education loan can help the customer accomplish the
desire for higher studies. Cash security or personal guarantee
is not required.
Support Services
To make the products more attractive HSBC offers free ATM
cards and ATB pins to its customers with its products. The
benefits of ATM card are described under the description of
ATM centre in the project part and the features and facilities
provided by ATB are given below:
To avoid the long queues at the branch HSBC offers the Phone-
banking service, doing the banking is just a phone call away.
The futures of phone banking are,
Private and Secure: Phone-banking is designed for total
privacy. To ensure the confidentiality of the transactions,
the account can be activated only by keying in both the
Phone-banking Number (PBN) and the Personal Identification
Number (PIN). User can also change the PIN as often as he or
she like for added security.
Fast and Easy: Simple-to-follow instructions, will guide the
user all the way through multiple transactions. For added
convenience HSBC has developed a Quick Search function to
speed the various transactions.
Comprehensive: The Phone-banking service allows the user to
perform a wide range of transactions, from fund transfers to
term deposit placements.
The facilities of phone banking are,
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Check balances on the primary and linked accounts
Transfer funds between one’s own accounts
Hear the details of the last five transactions
Order a statement
Order a chequebook
Pay bills to pre-designated third parties in local currency
Report a lost or stolen ATM card
Open or renew a time deposit
Enquire about foreign exchange rates
Promotional Activities
As discussed above the Marketing Administration Department
formulates & executes various marketing strategies of HSBC
Bangladesh. This department also administers various marketing
research activities on the existing and potential customers of
HSBC. Some such research activities are: mystery shopping,
critical incident surveys, customer suggestion surveys, etc.
The results of these surveys are integrated while formulating
various marketing strategies. This department also deals with
the billing and invoicing of various marketing & advertising
costs of HSBC Bangladesh.
The Promotion Division under the Marketing & Product
development Department of PFS deals with all the promotional
activities of HSBC Bangladesh. Prime responsibilities of this
department are: Maintaining strong public relations with
various media intermediaries, Advertising the companies
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products and services, building a strong corporate image of
HSBC in Bangladesh.
• Public Relations:
The promotion department organizes various environmental and
social activities in order to build a strong corporate image
of HSBC in the minds of customers as well as in the media.
Maintaining strong relationship with news media is another
major duty of this department.
• Advertising:
The promotion also coordinates all the advertising of HSBC
products within Bangladesh. Some of the advertising tools that
are frequently used by the company are as follows:
a) Newspapers Advertising: Regular advertisements of
various products and services of HSBC are given in some of the
countries most renowned daily newspapers.
b) Billboards: Huge colorful billboards with HSBC logo
are found in various major areas of Dhaka and Chittagong.
These billboards emphasize on the needs of customers and shows
HSBC logo as solution to their needs.
c) Road Side Signposts: Medium sized multi color
signposts focusing on various products of HSBC are found on
the roadsides of various posh areas such as, Gulshan,
Dhanmondi, Baridhara, Motijheel, etc.
d) Mailers: various product updates and new product
information are regularly sent to existing customers of HSBC.
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e) Brochures: Various colorful brochures featuring
specific products of HSBC are being displayed and distributed
to existing and potential customers via branch offices and
Mobile sales officers.
These are some of the promotional activities conducted and
coordinated by the Marketing department.
HSBC’s Contribution to the Society:
HSBC is not only maintaining the relationship to its customers
and employees but also with the society. It is committed to
the community to its (community) development. HSBC always
tries to contribute to the society by helping the people who
are less fortunate and are deprived of their right.
The Acid Survivors Foundation (ASF)
ASF is an organization established in May 1999 to tackle the
problem of acid violence in Bangladesh. ASF works with NGOs,
the Government of Bangladesh and the international community
to prevent future attacks, to ensure survivors have better
access to quality medical care, to provide survivors with
better access to Bangladesh’s criminal and legal justice
systems, and to assist with the survivors’ rehabilitation-
access to education, training for new skills, and finding
employment.
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HSBC Bangladesh supports the work of the Acid Survivors
Foundation in providing medical support and assistance to the
victims of this abuse.
Centre for the Rehabilitation of the Paralyzed (CRP)
CRP is the most common institution where HSBC Bangladesh
constantly makes donations for different purposes. For
example, HSBC Bangladesh organized a painting exhibition of
Lovely in the Gulshan office on Thursday, 8th August 2002.
Lovely is a mouth painter and resident of the Centre for the
Rehabilitation of Paralyzed (CRP). She has no sensation or
muscle power below her neck. She suffered a cervical spinal
cord injury as a result of a fall from fourth floor of a
building in 1995 when she was about ten years of age. Her
treatment at CRP, like that of many other desperately poor
people in Bangladesh, was entirely supported by donations.
During her treatment at CRP, she developed a fascination in
painting pictures and had developed a skill to paint with her
mouth.
The proceeds from this Painting Exhibition were donated to the
Centre for the Rehabilitation of the Paralyzed (CRP) for the
physiotherapeutic treatment, education and occupational
development of Lovely and others like her.
Flood Affected Victims
HSBC Bangladesh looks to areas where it can make a difference
in the community. Some of the employees came forward to help
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the flood affected victims in Bangladesh, the Bank too made a
contribution to this staff initiative.
Society for the Welfare of the Intellectually Disabled,
Bangladesh
Society for the Welfare of the Intellectually Disabled,
Bangladesh (SWID, Bangladesh) is a non-government voluntary
organization working for the cause of intellectually disabled.
It has been established in 1977 by some parents and
professionals for children with intellectual disabilities to
fill a major gap in the country for their treatment. This
charity assists mainly young people and children who are
mentally retarded by raising awareness and through 39 schools
they run throughout the country. HSBC’s donation is used for
educational material for the students.
Bangladesh Protibandhi Kallyan Samity (BPKS)
HSBC in Bangladesh is committed to directly working with these
people with disabilities and enabling them to be self-reliant
and contributive to society’s development. This charity
assists disabled people return to normal life through
provision of devices such as wheelchairs. HSBC’s donation will
help 62 men; women and children regain their physical
independence.
Computers for the students of BUET
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A number of used computers and the network devices have been
donated to Electrical and Electronic Engineering Department of
Bangladesh University of Engineering and Technology (BUET) for
demonstrations and laboratory purposes.
British Women’s Association
Women from the British Community in Bangladesh help raise
money for various charities. Our donation went towards a
Street Party they had arranged for children, Acid Survivors
Foundation (ASF), Centre for the Rehabilitation of the
Paralyzed (CRP) and the Sreepur Orphanage.
School of Hope
The School of Hope was established in January 1990 with the
general aim to provide education to economically disadvantaged
children. The school provides nearly free primary education
for children living in the slums adjacent to the school. The
school has grown from 25-30 students to 125 students, which
alone is the testimony of its success.
The school runs mainly on donations among which HSBC in
Bangladesh is one of the donors.
A few years back, as it became evident that some children did
not get anything to eat before coming to school, the school
board decided to start a snack program. The snack program
includes the following: milk-everyday, a warm meal-twice a
week and a fruit or another kind of snack once a week.When a
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child needs medical care, the headmaster usually sends the
child to a centre near by. Once a year, the students get a
dental check up courtesy of Johnson’s Place Dental Practice.
The school pays for students requiring any serious or urgent
treatment.
The school has introduced a new library project where
donations of books, appropriate for children are welcome. Also
every year the school provides warm clothes during winter.
In August 2002, HSBC in Bangladesh took the initiative of
computer training classes to those students from the top class
at the School of Hope in their training centre at Motijheel
office with HSBC volunteers as part of our commitment to help
those less fortunate.
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References
http://www.assignmentpoint.com
https://www. hsbc .com. bd
www.slideshare.net
http://dspace.bracu.ac.bd
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