Professional Documents
Culture Documents
First of all we would like to thank that great entity that helped us to get
through this report safely, the one who was always there when no one was!
Would that we have words to pay tribute to our loving parents and teachers
whose invaluable prays salutary admire and embodying attitude kept our
spirit alive to strive for knowledge and integrity which enable us to reach
milestone.
We would also like to express enormous gratitude to our respectable teacher
“SIR KASHIF” for providing the direction, all scope of this project and for
helping us in refining our effort and ideas.
We also acknowledge the help and pleasant gathering of all our class
fellows. We are also thankful to all of those people who helped us in
accomplishing our project.
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S. Contents Page
No. Numbers
1 Executive Summary 6
2 Introduction 7
3 Mission statement 8
4 Vision statement 10
5 History 12
6 Services 15
7 Products and Services That Produce Results 20
8 Management 23
9 Level of Managers 23
10 Management system 24
11 Diverse Workforce of Pakistan 25
12 Company Culture 25
13 Planning 26
14 Goal Formation 26
15 Duration of Plans 26
16 Departmental Planning 27
17 Organizing 27
18 Departmentalization 28
19 Company Departmental Chart 29
20 Leading 30
21 Leadership Style 30
22 Motivational Methods 30
23 Staff Monitoring 31
24 Grouping of Staff 31
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S. Contents Page
No Numbers
25 Controlling 32
26 Controlling the Staff 32
27 Controlling the Services 33
28 Quality Control 33
29 Financial Control 34
30 Human Resource Management 34
31 The Issue 35
32 Our approach 35
33 The outcome 36
34 Recruitment Methods 38
35 Employee Training Programs 38
36 Performance Appraisals 39
37 Downsizing Laws 39
(Compensation & Benefits)
38 SWOT Analysis 40
39 References 43
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Executive Summary
ROYAL BANK OF SCOTLAND is the largest bank in Pakistan and a thoroughly
established banking chain throughout the world. An extensive network of
branches in Pakistan and international branches makes it one of the largest banks
in Pakistan today.ROYAL BANK OF SCOTLAND aggressively promotes “Pay
for Performance Culture” with an objective to encourage a work environment of
high performance and merit based compensation.
INTRODUCTION
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The Royal Bank of Scotland is the second largest bank in the UK and
ranks sixth in the world. It employs over 130,000 staff worldwide and
in addition to the provision of a full range of banking services under
The Royal Bank of Scotland and NatWest brands, the group also
comprises many other leading financial organisations including Direct
Line and Coutts Private Banking. In august 2008 it take over the ABN
AMRO in Pakistan.
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PHILOSOPHIES
Single organisation
Meritocracy
Focused businesses
Differentiated, yet integrated
Material employee ownership
Creating an environment that stimulates extraordinary performance
VALUES
• We demand cast-iron integrity in all internal and external dealings,
consistently and uncompromisingly displaying moral strength and behaviour
which promotes trust.
• We will break china for the client, having the tenacity and confidence to
challenge convention.
• We show concern for people, support our colleagues and encourage growth
and development.
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“The goal of Royal Bank of Scotland is to create value for its clients. Key in
our relationship approach is a constant focus on the financial services needs
of our client segments. It is through the professionalism and motivation of
our global staff that we realise this value, resulting in maximum economic
value for our shareholders”.
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Our Corporate Values provide the foundation for the bank's newlyintroduced
Business Principles. The bank formulated these Corporate Values in 1997.
Integrity:Above all, we are committed to integrity in all that we do, always,
everywhere.
Teamwork:Teamwork is the essence of our ability to succeed as a trusted
preferred supplier of financial solutions to our clients. Our overriding loyalty
is to the good of the whole organisation, requiring us all to learn from each
other and to share our skills and resources across organisational boundaries
for our clients' benefit.
Respect:We respect every individual. We draw strength from equal
opportunity and diversity, at the same time supporting personal growth and
development. We value and we all benefit from the entrepreneurial spirit of
eachindividual.
Professionalism: To be of service to our clients we are committed to the
highest standards of professionalism, pursuing innovation, deploying
imagination, being open to new ideas and acting decisively and consistently.
We aredetermined to deliver outstanding quality so that our relationships
with our clients be long lasting and close.
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History
The Royal Bank of Scotland Group is one of the world's leading financial
services providers and one of the oldest banks in the UK. Following the
takeover of National Westminster Bank in 2000, the Group has continued
to grow its business around the globe and, in addition to its strong UK
presence, it has offices in Europe, the USA and Asia. By the end of 2002,
it was the second largest bank in Europe and the fifth largest in the world
by market capitalisation.In the UK the Royal Bank's branch network
spans the nation and boasts a pedigree of great variety and distinction. Its
history is very much the history of banking in the British Isles over the
past four centuries, as the Royal Bank can trace its roots back to the
sixteenth century through the amalgamation of more than 200 private and
joint stock banks which comprise its past and present constituents.The
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In 2000 the Royal Bank acquired National Westminster Bank plc, in the
biggest takeover in the history of British banking, to create a huge Group,
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After the merger of the Royal Bank and NatWest the businesses of the
two groups were combined, and the enormous task of integrating their IT
systems began. Scheduled to be completed in 2003, it was the largest
project of its kind ever attempted, and was finished in November 2002,
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Services
RBS offers a variety of services. Some of them include
a. Consumer banking
c. Business banking
a. Consumer Banking
Consumer banking is further divided into five categories, which
are as follows
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for its customers. These are RBS Air Blue Master Card,
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privileges that a customer can avail under this system are RBS
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Manager.
c. Business Banking
just that.
the scope and global expertise to meet the banking needs of their
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across Asia.
a. Cash Management
Businesses today need rapid and reliable information to help monitor risk
RBS’s network of local relationship managers and product experts will work
with it to meet the unique business needs and enhance its competitive
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MANAGEMENT
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RBS manages its staff very well. It also maintains a very healthy
Levels of Managers
chart below
CHIEF EXECUTIVE
GENERAL MANAGER
REGIONAL MANAGER
AREA MANAGER
BRANCH MANAGER
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Management system
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issues the management has a lot of ways. These include the company
Company Culture
RBS has a very strong culture. It uses the technique of adopting the culture
of the country it is in. This has a very strong and intense effect on its
employees. Since the size of the organization is very big they share a very
different culture in the different countries. This also helps the bank in
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PLANNING
Planning is very important in every business. RBS also plans out its
business very well. All the projects started are first planned out, then
GOAL FORMATION
Each department in the bank has to form its own goals. These goals
Duration of Plans
The plans made by the bank are mostly short term. But some times
such plan of RBS is to be the best bank in Asia within the next five
years.
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Departmental Planning
department has to plan things out for its functioning. These plans are
ORGANIZING
Organizing things is a very complex, yet important, job. RBS
For this purpose they use departmentalization and other such tools.
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DEPARTMENTALIZATION
below
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BUSINESS UNITS
DEPARTMENTS
COMMERCIAL
CONSUMER
BANKING
SME
GROUP FUNCTIONS
SERVICES
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LEADING
RBS this job is assigned to the managers. Managers lead their junior
staff by telling them what to do and how to do. In this context some of
Leadership Style
In RBS the management is there for leading the staff members. They
are very involved with the employees. The bank has a very friendly
faced by the employees and then do the needful for their better
performance.
Motivational Methods
The managers being assigned the job to lead the staff try their level
best to motivate the staff for giving their best. The employees are
given the charm of increments and bonuses to work hard for the
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hard as they see the charm to get promotion and increment. All these
Staff Monitoring
The bank has a very strong staff monitoring system. They follow the
Grouping of Staff
RBS does not believe in grouping the staff for any reason. The
employees that are on contract basis are more often given these kinds
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necessary.
CONTROLLING
Controlling and handling the employees is a breath taking job. RBS has done
this job very well. They have made a separate department for this purpose,
The Audit Department. This department works throughout the year and
helps the employees for maintaining the accounts as per required by the
laws. Along with that it keeps an eye on the employees that they are working
For controlling the staff RBS has some defined laws. The employees are
management and other employees. Security cameras are not only used to
secure the bank but also help the management to keep a check on the staff.
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Special personals are hired to monitor the working staff and report it to the
RBS has hired professional Islamic scholars to provide their customers the
best available services. By this they provide their customers the required
commercial as well as SME banking for which they have hired trained
professionals, for giving the best possible services in their respective fields.
Those professionals there are also working with the young talented people to
Quality Control
quality. The bank has a very healthy environment for the employees and
customers. This helps a lot to retain the existing customers and attract the
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new ones. The bank has created a new department to control the quality of
Financial Control
The audit department of the bank plays a vital role in controlling the
financial matters. This department is working the whole year and checks the
financial matters by checking all the books of accounts and that they are in
accordance with the international laws. The final review by the audit
department has the authority to check the books of accounts any time within
"HR is a business, just like any other part of the RBS group. We provide
products and services to the Group and our people, and we have to deliver
them professionally and efficiently. Broadening the HR professional’s
understanding of business drivers and external markets is key to adding
shareholder value, and to the success of today’s HR function."
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The issue
The human resources function of The Royal Bank of Scotland Group (RBS)
plays a valuable role in contributing to the Group’s ongoing business
success, including the highly successful acquisition and integration of
NatWest. However, the RBS group recognised that their HR team needed to
maintain, enhance and grow their credibility and influence and therefore
they needed to equip their HR professionals to be "Business people first, HR
people second".
The RBS group objective was to help their HR professionals increase their
understanding of:
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Our approach
The participants identified what they considered to be the RBS group’s top
ten challenges, and ranked them in order of importance to RBS. In breakout
sessions facilitated by PwC, participants discussed how HR could help to
address the top three of these business issues and then looked at the barriers,
challenges and key performance indicators for measuring success .
The outcome
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The master classes were seen as extremely successful by the HR function as:
They provided actions for the HR function to help the businesses and
were key in informing the HR strategy, which the HR professionals
now "own"
HR professionals had a much greater understanding of the business
drivers and impact on share price
100% of participants said they personally benefited from the
workshop and the PwC presentation and facilitation
Almost half of the participants said that their most significant learning point
was the market perception of the RBS group and how this perception
impacts on share price. For many participants personal action points
included continuing to develop commercial awareness and encouraging
similar discussions in their wider HR communities. Participants now believe
even more strongly that the HR function has a real opportunity to play a
strategically important role and are highly motivated and enthusiastic about
being part of an HR function aligned to achieving business objectives .
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The Human Resource Department of the bank works to hire new employees
as well as evaluate the old employees for their performance on regular basis.
Recruitment Methods
The officials of the HRM department work to hire the new employees on
their qualification basis. A whole procedure is followed for the purpose. This
procedure starts wit the receipt of resume, then the candidates are short listed
as required for the job. The next step is the interview of the short listed
department and other management team officials. In some cases, for hiring
the junior staff, the bank policy allows the department to take written tests of
the candidates. The new employees are first given training for the job and
The bank offers the employees different training programs. These programs
are not only restricted to the newly hired employees, but it also provides the
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increase the efficiency of the employees, this also adds to the effectiveness
Performance Appraisals
employees are judged and they get appraisals from the management to keep
up the good work. The employees are offered some bonuses and extra salary
for getting more business for the bank. In addition to that all the employees,
As per their officials RBS has not yet done any downsizing in Pakistan as
yet. But in case they have to do so they have certain laws for the purpose.
The bank policy in this regard is that the employee will get one month
salary. The employee is given a notice for the removal before hand.
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SWOT ANALYSIS
o Strength
o Weakness
o Opportunity
o Threat
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Strengths:
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WEAKNESS
Now you can call RBS Phone Banking and save a trip to the branch.
RBS offers Foreign Currency Accounts in multiple currencies as
savings and term accounts.
Use of advance technology in the country like Pakistan to provide
batter customer service as compare to competitors.
THREATS
A vast flood of commercial banking sector flourishing in Pakistan
may affect customer growth in future.
New innovation and growth in technology and CRM of other banks
may decrease bank’s customers.
Multi nationals having better brand name and volume may hinder
bank’s progress.
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2. REFERENCES
The whole data for this project has been collected from the internet
well as by visiting the Head Office Lahore. The official who gave us
H.R Advisor
Contact # 042-5789064
He has been very kind to us gave us ample time and all the
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