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INTRODUCTION Nowadays, with the strong development of the market economy, the modern business environment, the intense competition in the marketplace, the increasing requirements of the labor force, Managers have been putting much pressure to require administrators of the enterprise must continually search and apply human resource management methods in a scientific and more complete way. In Vietnam, the enterprises have low competitiveness against foreign enterprises; one of the main reasons leading to this situation is because the stateowned enterprises cannot apply and organize well the Human Resources management.
Human Resources Management TRAINING PROGRAM MASTER OF INTERNATIONAL BUSINESS ADMINISTRATION Global Advanced Master of Business Administration FINAL TEST SUBJECT: HUMAN RESOURCES MANAGEMENT Lecturer : ASSOC.FROF DR TRAN KIM DUNG Leaner: Class Nguyen Do : GaMBA4.C165 HCMC- 2012 Page of 13 -1- Human Resources Management INTRODUCTION Nowadays, with the strong development of the market economy, the modern business environment, the intense competition in the marketplace, the increasing requirements of the labor force, Managers have been putting much pressure to require administrators of the enterprise must continually search and apply human resource management methods in a scientific and more complete way In Vietnam, the enterprises have low competitiveness against foreign enterprises; one of the main reasons leading to this situation is because the stateowned enterprises cannot apply and organize well the Human Resources management Pressing issues for Vietnamese enterprises are to rapidly restructure business properly, reorganize human resources management in enterprises on the basis of job analysis – human resources planning - recruitment - human resource training and development - performance evaluation and HR policy (wages, benefits, etc.) Since then, we can early identify the weakiness of HR that is inappropriate to take measures to respond as soon as training, additional training or replacement in time to quickly raise the enterprise before it's too late In the framework of the topic and based on the state of a bank branch in the top 10 joint-stock commercial banks in Vietnam, which is a branch of VP bank- Tan Binh branch, after doing a research of the causes and proposing solutions to strengthen the organization and improve the management of human resources in order to create effective business operations of VP bank -Tan Binh branch, this is a typical example for improving the management of human resources VP banking system in particular, as well as enterprises in Vietnam in general Page of 13 -2- Human Resources Management I- THE ACTUAL SITUATION OF VP TAN BINH BRANCH 1- Overall introduction VP Bank is formed and developed from the People's Credit Fund with an initial charter capital is 300 million VND Over the course of 20 years of development to now, the number of charter capital is up to 4,000 billion VND Scale of total assets is 95.000 billion with 110 transaction points across the country and the total number of employees is up to 3,500 people VP Bank- Tan Binh branch is one of 110 transaction points of VP Bank which was established on 2007/01/15 with the number of employees was 12 people, so far, the number of employees has increased to 35 people and the business data in 2011 to the date of 2011/12/31 of the branch as follows: - Total assest: 320 billion VND, - Outstanding loans: 250 billion VND - Capital raising: 310 billion VND - Bad debts: 50 billion VND - Loss: 5,5 billion VND Page of 13 -3- Human Resources Management 2- The organizational structure of VP Bank -Tan Binh branch (VP Tan Binh): Director Customer service (7) Treasury Fund2) Administrat Personal ion & credit (10) Personnel Division (2) Odd jobs Driver (2) (1) Corporate credit (8) Accounting (2) With the results of trading losses for two consecutive years 2010 and 2011, Board of Directors of VP Bank has established one inspection team to capture the actual business in Tan Binh unit, find the cause and remedy the shortcomings After a week of working, the inspection team found some problems as follows: There are negative problems during the record checking and approving process that led to higher bad debts There are negative problems in the process of internal spending, buying tools that damaged to the bank The management of business expenses is not strict which increased the operating costs higher than the standard prescribed by the system There is sectarian phenomenon, internal disunity Page of 13 -4- Human Resources Management There is no clear business-oriented policy to guide staff in the branch working that made sense of the branch’s staff slow, bureaucratic, irresponsible to serve customers Losses are mainly caused by high-overdue debts that made the high provisioning expenses and took all the profits of the branch II- EVALUATING –ANALYZING THE ACTUAL SITUATION OF VP TAN BINH BRANCH The business results lost 3.8 billion in 2010 loss, 5.5 billion in 2011 The main reason is due to weaknesses in business management To improve the business more effectively, we need to clearly analyze the situation and provide effective solutions Strengths : As a branch of a large bank of top 10 largest VN banks, so they have the advantage of a strong brand, easily attract the competitive customers than the other banks Business Premises is nice, modern in a prime location of the population centre and the company, favorable in customer development, product development The sufficient, qualified and experienced employees to ensure for the work needs It has eestablished for over years, so it has one longtime customer base, stability and advantage to develop Weaknesses : Page of 13 -5- Human Resources Management The head office of VP branch is nice but not enough parking for customers that makes inconvenience to customers when trading This area often turns off the power, so it delays the implementation of the trading orders for customers The branch’s HR changes a lot, especially the head of the department, they only work in a short time and then leave So the management activities in the department are delayed and it reduces the growth rate as well as reduces the likelihood of risk control for the whole branch The Current director is appointed from the headquarters years ago, so he has no professional qualifications and credit experience so that he cannot tightly control the loan record that leads to the loan record is not in accordance with the provisions and makes the bad debts They not disseminate the work description so that the employees will not understand their functions and tasks => not complete the task The staff have not been trained sales skills, lacked of sales support tools so that the employee cannot complete the target, they are discontented and ready to leave the Bank Customers are not satisfied with the service attitude of staff Opportunities : The bank is newly classified as group bank by the State Bank and in the end of this year; a foreign partner is Switzerland's largest bank which will contribute 20% to increase capital to 5000 billion At the same time, they have the technology transfer of management, training of HR in Switzerland, creating more opportunities and competitive opportunities for employees to Page of 13 -6- Human Resources Management participate in training in one country with a prestigious bank for financial sector and help employees have more long-term attachment to the bank The State Bank has more positive actions, more easing in lending and raising capital The new Executive Board has a good relationship with the management of the industrial park in Tan Binh area, this creates favorable conditions for the development of business customers in the industrial park and have many ATM cards for employees in the industrial park The branch is nearly four large office buildings that are preparing for the opening This is a marketing opportunity for the first large business customers who prepare for the operation in this building Threats : There are two large state-owned banks and one foreign bank which is opposite and adjacent the branch This is the big competitors of the branch because their product and services are also cheaper The building owner tends to regain premises for another banks lease at the higher price The state bank will not allow the development of additional transaction points if the branch continues lessening and increasing bad debts The prolonged global economic crisis makes many business bankruptcy and is on the brink of bankruptcy leading to many workers lose their jobs, reduce income, therefore there are many hidden risks for developing both personal credit and business credit Page of 13 -7- Human Resources Management III- SOLUTIONS- RECOMMEDATIONS FOR VP TAN BINH BRANCH From the above analysis of the actual situation, we can find the root cause leading to inefficient business situation that mainly comes from the business management capacity and weakness of the branch management team and especially the Director Under the position as the director who is appointed by the board of directors of the branch to replace the old director, I will make some solutions and action plans as follows: Reform management methods and coordinate the activities of the branch Step : Review and work with each department leaders to capture any excess staff positions, any unsuitable HR position in order to have additional plan to replace directly in the internal branch The HR position with negative signs lead to high bad debt, depending on the seriousness of the violation, if it is severe, they will be fired, if it if light, they will be transferred to the debt department to handle It is to warn the remaining employees Disseminate the thinking and the way to deploy the job as well as the way to manage daily work at the branch in order to help the chief understand, agree to coordinate in implementation of the branch Strengthen the trust of the entire staff of the branch, commit to bring justice and the legitimate interests of the staff and provide good results for the Page of 13 -8- Human Resources Management branch, especially the preferential rights that are associated with the responsibility of division leaders Step : Assign each Manager to coordinate with the HR department to deploy and conduct the work: Analyze job to build the right job description, work standards for each specific position Plan the HR, evaluate the current HR and then assign - rearrange the works in accordance with each current human resource, dismiss employees causing the internal disunity Recruit for SA position (Service Ambassador)- This is new position; they are the first people who contact with customer when they are trading and help the customer trade in the transaction points if they have demand Build the employee evaluation criteria (KPIs) for each particular position based on the general objectives of the banks and adjust the policy of wages and benefits based on the completion of the work, for example: weekly have statistics on the number of capital raising, net outstanding loans of each employee so that the bank has hot reward for employees that increase the highest net outstanding loans of the branch In addition, employees often fail to achieve the target, they will be warned three times and if they not complete their work, the bank will rearrange their job or to dismiss Step : Have the integration and in-depth training for the entire staff Step : Page of 13 -9- Human Resources Management Deploy the work under the job description, policy and new issued regulations Regularly check and monitor the implementation process to timely detect errors Step : Evaluate the work implementation, adjust and train (on the job) for the entire staff Implement measures to strengthen the business: + For bad debts: Establish rightly the team of debt settlement This team is responsible for processing of debt that has the potential to turn into bad debts (overdue debts from 30 to 90 days) to limit the increasing bad debt (debt over 90 days) At the same time, the staff is in charge of monitoring and handling NPLs that will fiercely require and proceed to complete the procedures for rapid action to recover the debt and report the daily settlement schedule.The loss of the branch is mainly because the high increase of the overdue debt, the suspended interest cannot recover from customer but the branch still has to pay interest capital for the headquarter Handle firmly with some officers who violated in the loan evaluation process in order to warn the other staff + For Cost management: The purchase of instruments after the administrative department selected the units which will provide the instruments, the accountant is responsible for Page 10 of 13 - 10 - Human Resources Management inspecting the price and giving some independent opinions before submitting to the director in order to ensure the procurement norm at the right price Make telephone switchboards, give each employee one code to call in order to help manage the cost of each employee's phone Those employees who have outstanding telephone costs will be explained in detail + For business development: Announce the direct reward weekly for employees who have the highest net increase result of the raising target, loans, the number of ATM cards in the branch Work out the total for employee who takes the lead for four consecutive weeks in the end of the month and complete the spending target in the month with specific cash reward This helps to stimulate and promote the sales effort of staff Market the customers in buildings that are preparing the opening through the building owner Introduce the preferential programs through the flyers for these enterprises in the building such as: Free the cost of deposit when opening an account, free ATM opening, decrease the interest rate by 1% in the first three months, and other preferential program when make savings + For HR Help the employee participate in sales training and services in turn to improve the quality of customer service at the branch Replace immediately the inappropriate position and terminate labor contracts if they not complete the business target (namely: deposit growth, loans, ATM cards, the number of active customers, the percentage of bad debts) Page 11 of 13 - 11 - Human Resources Management Buy generator with the suitable capacity to replace when cutting power and to not affect the quality of customer service For the font office staff, they must have a sense of responsibility; always remember to thank customers at the end of the trading and always smile Rent a house in a nearby alley for Employee Park Garage area is only for customers CONCLUSION In the global economic crisis in general and the Vietnamese currency market volatility in particular, especially in bad debt situation of the banking system when investing in real estate lending, finding full-fledged managers through this difficult time is not easy However, it does not mean that we have to fill the gap by the inadequate employee leading to the bad business results and a weak banking system And the most important thing is when the mistakes happen, we recognize bravery, timely detect to remedy I hope that the reform of the new successful director will bring the good bunisness result and will not loose the trust of the Board of Directors and the entire employee in order to give them a peace of mind, a fair and friendly working environment , a personal development opportunity and one salary, bonus that are totally worth with the effort they have contributed to the branch REFERENCES : Page 12 of 13 - 12 - Human Resources Management The textbook of HR MANAGEMENT – PGS.TS Tran Kim Dung The textbook of HR MANAGEMENT – GRIGGS University Page 13 of 13 - 13 -