NEW EMPLOYEES TRAINING PROCESS IN CREDIT DEPARTMENT AT VIB HOAN KIEM BRANCH

FOREIGN TRADE UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION -*** - INTERNSHIP REPORT NEW EMPLOYEES TRAINING PROCESS IN CREDIT DEPARTMENT AT VIB HOAN KIEM BRANCH Full name: Bùi Mai Trang Student’s ID: 1001060159 Class: A13 – High Quality Program – Course 50 Instructor: MSc Nguyễn Khánh Hưng Hanoi, August, 2014 TABLE OF CONTENTS CHAPTER I: Overview of Vietnam International Commercial Joint Stock Bank (VIB) – Hoan Kiem Branch 1.1 History and development of Vietnam International Commercial Joint Stock Bank (VIB) 1.2 Introduction to Vietnam International Commercial Bank – Hoan Kiem Branch 1.2.1 Main activities 1.2.2 Organizational structure 1.2.3 Bussiness perfomance CHAPTER II: Analysis on the process of training new employees at VIB Hoan Kiem Branch 10 2.1 Assessment of needs for training 11 2.2 Ensuring readiness for training 11 2.2.1 Introduction of credit cards to new employees 11 2.2.2 Introduction of treatment policy of the bank 12 2.3 Implementing training program 13 2.3.1 Finding potential customer channel 13 2.3.2 Consulting customers 14 2.3.3 Meeting customers, getting profile 15 2.3.4 Completing customers’ documents 16 2.4 Evaluating results of the training program 16 2.4.1 Strengths 16 2.4.2 Weakness and reasons 17 CHAPTER III: Recommendation to improve the process of training new employees in Credit Department 20 CONCLUSION AND SUMMARY OF INTERNSHIP 23 REFERENCES 25 PREFACE In recent years, Vietnam’s banking system has been carried out many reforms, especially in the field of credit card The credit in general or the bank’s credit in particular has any effect to economy of Vietnam And it also promotes the rotation of capital in economy To research about banking credit, I choose Vietnam International Commercial Bank – Hoan Kiem Branch to inter In VIB Hoan Kiem Branch, I have opportunities to capture and learn about the process of new employees about credit card Starting from this, I decided to choose the topic: “New employees training process in Credit Department at VIB Hoan Kiem Branch” This report will help me understand the process of bank operation, the steps to performance this operation Then I can make some recommendations to improve this process and the operation system of VIB Hoan Kiem Branch This report is divided into three chapters as follows: Chapter 1: Overview of Vietnam International Commercial Joint Stock Bank (VIB) – Hoan Kiem Branch Chapter 2: Analysis on the process of training new employees in Credit Department in VIB Hoan Kiem Branch Chapter 3: Recommendations to improve the process of training new employees in Credit Department in VIB Hoan Kiem Branch To complete the report, first of all, I would like to thank the Board of Directors and the Credit Department of VIB Hoan Kiem Branch which has facilitated me internship at the bank in recent times In particular, I would like to thank Mr Vu Quoc Anh, who enthusiastically guided and gave feedback, provided the data, documents and taught the valuable experience during my internship at the bank And I also give special thanks to MSc Nguyen Khanh Hung who guides, comments and answers to my question in the process of writing topics Despite trying to improve the report, the times of practice and understand is still limited Therefore, this report is still not free from errors I look forward to hearing the further comments to more complete my report CHAPTER I: Overview of Vietnam International Commercial Joint Stock Bank (VIB) – Hoan Kiem Branch 1.1 History and development of Vietnam International Commercial Joint Stock Bank (VIB) Vietnam International Commercial Joint Stock Bank, abbreviated as Vietnam International Bank (VIB), was founded on 18th September 1996, with its head office based at 16 Phan Chu Trinh, Hoan Kiem District, Hanoi By 20th October 2011, after 15 years of operation, VIB has become one of the leading commercial joint stock banks in Vietnam, with total assets of more than VND 100,000 billion The bank’s charter capital is now VND 4,250 billion while its shareholders’ equity is more than VND 8,200 billion Currently, the bank has 4,300 people working at nearly 160 branches and transaction offices in 27 key provinces/ cities across the country During its operation, VIB has won a range of titles and awards from prestigious organizations nationally and internationally, including "Strong Brand of Vietnam", "Bank with The Most Satisfying Retailing Services" and "Bank with Excellent International Payment", and ranked the 3rd among 500 biggest private enterprises in Vietnam in terms of revenue as voted by VietnamNet 2010 marked a significant development milestone of VIB by a strategic partnership with the Commonwealth Bank of Australia (CBA) - the Number One retail bank in Australia and the world’s leading bank with over 100 years of experience CBA has officially become a strategic shareholder of VIB with an initial stake proportion of 15% After one year of being an official strategic shareholder, on 20th October 2011 CBA made an additional investment of 1,150 billion dong in VIB, increasing its stake to 20% from 15% in order to further strengthen the capital base and capital adequacy ratio (CAR), and expand business opportunities and operation scale for VIB This strategic partnership facilitates VIB’s improvement in capital, technology, and risk management… in order to successfully implement the long-term plans in the bank’s business strategy and especially to improve the customer service quality in line with international standards Being one of the pioneers in reforming business activities, VIB always takes its customers as the focus and its service quality and innovative solutions as the business motto, with the determination to "become the most innovative and customer-centric bank in Vietnam" Since its foundation, one of the missions defined by the bank’s leaders is to be “excellent in providing innovative solutions to satisfy customers’ maximum needs” Therefore, VIB has been enhancing its efficiency in the use of capital and management capacity and continuing to focus on the development of retail banking networks and new products through diversifying distribution channels in order to provide financial solution packages to focused customer groups, and simultaneously improving the service quality to increasingly better serve customers Brand positioning statement VIB is one of Vietnam’s top joint stock commercial banks that always puts its customers’ needs first VIB’s professional staff build lasting relationships by listening to customers and working with them in a thoughtful, open and collaborative manner VIB’s deep understanding of local needs, global perspective and commitment to simplifying the banking experience enable VIB to help our customers plan their future, achieve their dreams and focus on the more important things in life VIB’s logo Figure 1.1: VIB’s logo (Source: www.vib.com.vn) The logo is formed by letter V’s representing the connections, resources and relationships VIB offers their customers and partners In the center of the three V’s, there is a heart image, indicating that customers are always in the heart of VIB Emotionally, the three V’s forms a human shape with welcoming arms, symbolizing the human spirit, and expressing the concept "Human Connection" in VIB’s brand The word “VIB” is designed with a curved, slender shape, and the stylized “V represents a smile to welcome the customers The blue and three shades of warm, energetic orange colour creates an open space, bringing the sense of an open, easily accessible, friendly and cooperative environment Brand personality attributes: - Genuine: VIB earns customers' respect by acting with integrity, professionalism and sincerity - Nurturing: VIB takes a long term view and help customers grow and succeed - Modern: VIB seeks and leverage on the best banking practices and advanced technologies - Performance oriented: VIB is committed to going the extra mile and delivering results - Intuitive: VIB stays in tune with the changing needs of customers and adapt accordingly with new products and services 1.2 Introduction to Vietnam International Commercial Bank – Hoan Kiem Branch Vietnam International Commercial Bank Hoan Kiem Branch (abbreviated as VIB Hoan Kiem) was founded on 27th December 2014, is one of 35 branches of VIB in Hanoi VIB Hoan Kiem was founded based on the demand of increasing market size of VIB to meet the developing requirement of a business, and based on actual needs of the market for VIB’s products 1.2.1 Main activities First of all, about the functions and duties of the branch, VIB Hoan Kiem properly implements activities to strengthen VIB’s position in the market in general, and makes the branch itself a more complete, effective branch to meet the requirements of the economical market in particular The branch has these following activities: Raising capital: VIB Hoan Kiem raises capital from internal and foreign organizations as well as individuals in Vietnam Dong, foreign currencies and other financial instruments under legal law; Receipt of investment and development trust capitals of internal and foreign organizations; Borrowing capital from headquarters and other credit institutions: Under necessary circumstances, the branch may ask for support from headquarter and other credit institutions by requesting a transfer of funds from headquaters and credit institutions to cater its business activities; Short, medium, and long-term loans: Main activity of banks is to borrow in order to lend Nearly 70% of the banks’s income comes from the lending activities Therefore, this can be considered the typical and basic activity of the bank; Venture capital contribution under legal law: The branch which may not afford to fund a project can associate with other banks (co-funding to make loans under legal law); Discounting commercial bills, bonds and other valuable papers: Bank makes payment between individuals, organizations, and businesses by discounting commercial bills, bills of exchange and other valuable papers 1.2.2 Organizational structure Figure 1.2: The organizational structure of VIB Hoan Kiem Branch Board of Director Directly under Transaction Unit Branches Office Credit Depart ment Internal Accoun -ting Department Extetnal Relations and International payments Department Currency and Treasury Department Departmen t of Planning and Customer Service Internal Inspection and Audit Department (Source: www.vib.com.vn ) VIB Hoan Kiem Branch has the following departments: Office; Credit Department ; Internal Accounting Department; External relations and international payments Department; Currency and Treasury Department; Department of Planning and Customer Service; Internal Inspection and Audit Department Departments are managed by the Heads of Office with the support from Vice Heads of Office The Heads of Office are in charge of executing the assigned tasks They also have the right to assign tasks to the officers as well as to manage, follow, and assess the performance; and simultaneously be responsible in front of the Directors for the final of the tasks Each department in the branch is responsible for different functions and duties which support the branch to successfully implement its activities Board of Director includes: one Director and two Deputy Directors Director is the one who leads, performs his duties and authority under legal law and under the superior bank Director has the right to assign, authorize deputy director to settle and to sign a number of documents under his jurisdiction Board of Director executes the work under a monthly, quarterly, or annual plans and programs which are set by the superior banks Deputy Director is the one who assists Director He is in charge of a number of operational activities, and is responsible to the Director as well as legislation for the assigned tasks Office performs tasks such as collecting profiles of employees under VIB’s statutes, holding recruitment contests, tracking reports concerning issues about regulations, salary, ; managing fixed and current assets as well as equipments, products, materials of VIB Credit Department is responsible for making annual credit plans and executing the plans, building profession credit process, directly verify and make loans for individuals and organizations, 2.1 Assessment of needs for training The allocation of credit card to customers requires hiring many employees to be able to spread the information to a certain number of customers So, in the Credit Office of VIB Hoan Kiem each round will be the target of a number of recruiting suitable staff The progress of the office will be assessed through performance table for all to know This is a major form of business networks and requires the flexibility, agility and alertness employees Therefore, most employers will object mostly junior and senior student focused economic students or those who not have a stable job and lot of spare time But most of the staff who is issuing the credit cards to customers are working part time and they have a lot of spare time The way is to provide information via the bank's website or through the main club at the university To recruit staff for this position, VIB Hoan Kiem will enroll fulltime personnel and part time employees Most of these workers are recruited through two rounds including Profile and Interviews For employees who work full time, they are always required more qualifications than part time employees Besides, they can also participate in the contest as permanent employees at the credit office through several other rounds But the majority of part time workers are students not graduating so they only work for VIB staff and only for certain days of the week And recruitment of VIB Hoan Kiem mainly focuses on the junior or senior students at the business school 2.2 Ensuring readiness for training 2.2.1 Introduction of credit cards to new employees The readiness for training is a combination of employee characteristics and positive work environment that permit training As stated above, most employees who are recruited are junior and senior students from economics or banking and finance universities, therefore they have been well educated about their major In order to provide a positive work environment, VIB Hoan Kiem Branch has designed training 11 sessions to introduce to their new employees about the basic information of credit cards as well as the treatment policy The first session is introduction of credit cards Normally recruitment usually adds from 15 to 20 new employees There will be a meeting with all the new part time employees and refer to them more information about their work The person who holds instructions as well as guidelines for new employees is usually deputy chief or formal staff having extensive experience of the credit office At this, employees will better understand the working They need to know what a credit card is, the advantages of credit cards, type of credit card, so on Following the guide, each new part time staff will have a new look as well as greater understanding of the work they need to to achieve the most effective results Also they will be required to research more documents about credit cards and apply it in practice Time for the introduction and instructions are usually only one session Also, if the employee has multiple problems and difficulties during the time of working, they can still continue to ask for his/her chief or predecessors to make the work better and achieve higher revenues At VIB Hoan Kiem branch, predecessors always create good conditions for new employees to learn and they are all willing to answer their questions 2.2.2 Introduction of treatment policy of the bank Each employee involved in a company is expected to be aware of company policies that spark their treatment Therefore, joining the staff of issuing the credit card, VIB Hoan Kiem also tells them about the treatment policy Each employee participating in this work is always painted a bright picture for their future Because the majority of the personnel involved in the recruitment of this position is most junior or senior students, they are making the most of one part to cover their life and one part to get experience leaving school to find a job that suits them In VIB Hoan 12 Kiem, if the part time employees for issuing credit card to customers well, achieves high sales, they will be admitted as probationary employees when graduation After a probationary period, if they well and achieve better performance, they will officially become employees at the credit office Besides, if the employee recommends the credit card to customer, they will have approximately by 75% charge card used a year That is a big incentive for the employee and if they work well, they can get a high salary and stability Therefore, most of the economical students majoring in banking and finance are applying for this position so that they get the same experience as early exposure to environmental funding later in order to work better and more favorable 2.3 Implementing training program 2.3.1 Finding potential customer channel After being guided, new employees will apply the knowledge learnt in approaching customers However, to support them, there are always predecessors to show them what to and how to the job well The first task is to find potential customer channels Because this is a form of business activity in the network, the way to find customer channel is very important This requires that employees must be active and agile as well as good communication and wide relationship VIB Hoan Kiem also has methods as well as guidelines for employees to find new customers Initially when being recruited, bank requires the employees to apply with household copies, this is the one to watch suitable credit card or not According to the guidance, chief or instructor will teach employees how to convince their family first Then find the teacher and staff channel in schools To find more resources especially customers who are suitable for customers using a credit card, the employees are required to know how to take 13 advantage of all their relationships Doing this will help the employee become more active, more agile and more relations will be extended as well as better diplomatic will be achieved If they still have difficulty in finding customers channel, the employees are also asking predecessors to get the list of telephone number or mail address to reach However, most banks have a large number of information clients to be able to access and advertising in the form as well as to the service they have with customers To find a suitable client channel to its service as well as their comfort with exchanging information, the employee must be very clever and flexible Most customer channel that employees should look to the credit card will be those who have a large savings account, high financial capability to pay back the money used for the bank 2.3.2 Consulting customers After finding a potential channel, consulting for client is an indispensable step in the process of issuing credit card It can be the most important step towards making the customer profile So VIB Hoan Kiem always guides their staff about counseling skills to clients For every different customer channels they need to have a different consultant to make them really satisfy and use their services VIB Hoan Kiem also has a lot of orientation for new employees on their counseling skills First they have to know the way to call the customer After searching client channel, staff will have information about them to be able to exchange And the first exchange form is calling to customer VIB Hoan Kiem held an orientation session "Skills to overcome the denial of customers when making a phonecall" At orientation, new employees will be given a reference document as well as guidelines for how to call their customers more effectively The instructor will teach employees the way to persuade customers to use credit cards of VIB For example: "Hello, I am calling to you from VIB Hoan Kiem Branch Can I talk to you for a minute?” Or when the customer receives the call, but they not need to use 14 the credit card that employees can say:" It is caused by cultural using cash in Vietnam and the majority of customers should feel like you However, you just try to go shopping with the card a few times, I'm sure that you would like to use it soon For example, sale off is attractive, but if you wait for the salary you will miss the chance You can use a credit card right away." There are many ways for employees able to gain trust and credibility with customers so they must be very clever and more flexible After the orientation session on counseling skills via phone, new employees also further guidance on how to send mail to the customer Normally each email has a different style, however there will be a sample email With that sample one, they will compose their email form to mail the appropriate customer channel to meet different requirements and customer satisfaction Importantly, they should call the customer before sending mail This way is a quick way to service to the customer so employees should be skillful in writing sent mail It will provide a great advantage 2.3.3 Meeting customers, getting profile After contacting with the client, finding the right prospects customers and demand for credit cards, employees need to have an appointment to meet with clients directly Employee meets customer to advise directly and to get information on the profile In addition, employees can make an appointment directly with clients in their banks When customers see staff for advice, employees need to skillfully guide the customer and complete the information as well as procedures to obtain credit cards According to VIB, the profile of customers to make credit card should be a full set of: registration to open and use bank services; copy of ID card or passport; 01 3x4 cm photos taken within the last months; contracts of using card; profile of guarantee loan or certify salary, social welfare organizations and labor unit When having all paper, staff will guide customers to fill out the registration dossier, prepare the enclosed paper to come full profile For employees who are long-time 15 employees, they also receive other fees from banks such as petrol money, travel and so on when meeting the customers During meeting a few customers, some bad situations can be happened For example, if the customer does not have proof of permanent residence, you could still use paper instead of water power for months Employees need to create the best conditions for their clients to make satisfy with the service and feel comfortable Clients will complete the most complete profile and return the employee to carry out the procedures for opening a credit card 2.3.4 Completing customers’ documents After the profile is complete, employees will apply that to the bank With the remaining procedures to complete the credit card, the bank will complete If the profile is complete and eligible, customer will quickly get credit card to be able to use immediately As with the case of error or confusion, the customer will be corrected to complete the procedure as quickly as possible In time using credit cards (maybe within month), if customers have any questions or problems, they can directly contact the employee who make procedures and documentation Then contact the bank The intermediate staff can help customers to easily contact as well as their concerns are resolved as quickly as possible 2.4 Evaluating results of the training program The process of training new employees in Credit Department in VIB Hoan Kiem branch has the strengths and weakness VIB Hoan Kiem will effort all strengths and continues to improve gradually weakness to bring good products to serve the needs of our customers 2.4.1 Strengths 16 “With training so essential in modern organizations, it is important to provide training that is effective An effective training program actually teaches what it is designed to teach, and it teaches skills and behaviors that will help the organization achieve its goals” (R.A Noe, J.R Hollenbeck, B Gerhart, and P.M Wright, 2011, p189) Together with the careful training program for new employees about the credit card, VIB in general and VIB Hoan Kiem in particular is operating with prestigious and is always considered to be a leading brand in the country VIB brands already familiar to the majority of the population, reputed in the market especially in the agricultural sector and rural areas The cost of card is middle, basic service full and quite diverse And, this training is always held when new employees were just recruited Besides, the quality of the credit card is better to meet the customer demands When using this service, customers always satisfied with the quality and attitude of the staff team as well as the system receives contributions feedback Customers are provided with information and guidance that details related to card issuance Banks also have incentives to enlarge customer reliable policies such as interest rate, the credit limit and so on About the procedure of service: The implementation procedures issued credit cards through intermediate personnel to create customer satisfaction by shortening working time as well as the full implementation of the requirements of banks Prestige and brands of VIB Hoan Kiem and working style of modern civilization has increasingly attracted numerous customers to the transaction Service is increasingly growing in both quantity and quality 2.4.2 Weakness and reasons Besides the strengths, the process of training new employees in Credit Department in VIB Hoan Kiem still have some issues that requires banks to measure efforts with the flexible ways 17 Firstly, about the procedures: Although the process has made improvements, there are still complicated procedures, customers must prepare and write a bit more paper to complete procedure For examples customer have to photo or scan too many papers to prove his financial problems And this training program also stereotypes, lack of creativity that causes boredom for participants The content provided is still incomplete and limited, so there are many difficulties for employees directly when starting the job This training is just for the short term, there is no more advanced and developed over the years to improve the situation Besides, the choice of guide is predecessors This situation leads to the instructor no pedagogical skills, no ability to help employees understand their processes to make it difficult to acquire and process real work Secondly, about the staff: Because the majority of workers in positions are junior or senior students, they have not really experienced in doing the work and lack of profession The customer-oriented activities mostly consisted of directives from the board or the spontaneous nature of each employee Besides, employees also exposed some weaknesses, the thought of the customer need bank still have to exist in a number of employees Today this really makes a big effect on the quality of service as well as giving a bad image of VIB in the eyes of the customer Also it still has the staff not grasp clearly what to so it leads that client's misunderstanding of banking services goods Besides, Vietnam has not had the training or work-intensive to the main card so in this area VIB has to organize training sessions for its employees Finally, the training program for new employees does not apply more advanced technologies as well as of science, so virtually it is only at the level of oral communication, traditional and primitive Facilities for the training program did not meet the requirements of new technologies Training time is in just a short time, no assessment of the employee's ability to communicate as well as full employees In some cases, the employees are not trained due to insufficient training place or workers 18 have time to show that you cannot also be instructed not to In addition, VIB Hoan Kiem has not provided many operational costs for this training 19 CHAPTER III: Recommendation to improve the process of training new employees in Credit Department In order to help VIB Hoan Kiem improve the quality of credit card as well as develop procedures issued credit cards to customers, there are some recommendations about training new employees to VIB Hoan Kiem as follows: Firstly, the process of training new employees in Credit Department should be innovation and improvement Besides it is necessary to improve and simplify the process of training new employees in Credit Department About improvement: Raising staff awareness of regulatory requirements is to be provided quality products and services to customers more perfect such as minimizing waiting time and travel customers as well as the papers administrative procedures, form routine scientific work, consistent across branches and transaction offices clearly defined responsibilities and tasks each department, adherence to the process and documents They should strengthen cooperation and relations between the departments reduce troubles, harassed customers, all working towards the quality of service Implementation of control measures, detection and timely treatment while performing the process is to ensure the process takes place smoothly They need to have many specific training programs with all the understanding documents and associated with more realistic theory About simplification: the training process for new employees should not have too many prolix steps The chef of Credit Department should provide training programs that is simpler and easier to understand The guidelines should define the key issues related to the more realistic for employees Training should focus on the issue of procedures for card customers, customer records and consult customers not to mention too much about treatment or compensation Because the goal of a business provides the greatest benefit to our customers and are eager to get back to their absolute satisfaction Secondly, VIB Hoan Kiem should train manpower Person is always the deciding factor in all matters, especially in the banking sector Because service quality is 20 actually very difficult to define, difficult to measure and the human factor will really make a difference in the confidence of bank customers VIB Hoan Kiem should continue to pay attention to the training staff and implementing test In addition to their professional qualifications, each employee is the most important marketing forces To understand the customers, understand the product positioning, communication, consult the best product, each staff is also able retain customer, create customer loyalty in the context of fierce competition To meet these requirements, a bank employees need to improve these following skills and characters: - Listen: Friendly, enthusiastic, approachable, always put himself/herself in the customer's location to detect the needs of customers - Honesty: the honest, dedicated, shared with clients in counseling and guiding clients - Willing to explain to the customer about the product properly understood, even providing accurate information about the relevant field and within their allowed - Flexible: bank employees to be quickly and handle effectively work to meet the rigorous requirements of customers - Having expertise: employees should qualify foreign language proficiency, indepth business and bank to be able to answer and explain to the customer what they need to know The objectives of new employees should know his identity with the bank, about credit cards and understand the products they are responsible, the characteristics of customers and competitors and how to introduce effective products Finally, VIB Hoan Kiem should also gradually applied science and technology into the training programs of their new employees They need to organize more workshops sessions, training sessions and not just a simple introduction when recruiting the employees Besides, there may be on-line training program, find out the competitors to develop strategies to attract customers using their services more effectively They 21 should develop their infrastructure to cater for the training program Transaction Office may permit affiliates to build a small room for the training or provide funds to rent spacious comfortable location with adequate facilities In addition, VIB Hoan Kiem should also provide a budget for training new employees in credit cards areas In summary, if applicable inherent strengths to promote their services and improve the weaknesses remain difficult, VIB Hoan Kiem will achieve high quality of training new employees 22 CONCLUSION AND SUMMARY OF INTERNSHIP This report shows that the processes of training new employees in Credit Department takes a lot more steps and tight To this training program is going well and bring a new experience for the staff, VIB Hoan Kiem needs to create the most favorable conditions for Credit Department In recent year, VIB Hoan Kiem constantly reaches the achievements of business in credit card, tries to expand the market and look the reputable customers To this, training for new employees is the most important thing VIB in general and VIB Hoan Kiem branch in particular has demonstrated their professionalism in the field of business and this type of development Although there are a few minor drawbacks, it can confirm that the process of VIB is done and a model for banks to follow During my internship, I was assigned to the following tasks: - Updating interest rate records of VIB and other banks in Vietnam - Making and logically storing soft copies of loan records - Preparing loan proposals - Evaluating real estate as collaterals - Tele-sales - Meeting partners - Taking part in training sessions at VIB Head Office and VIB Hoan Kiem The report is implemented in short time, however, I hope that it will be a small contribution to the process of issuing the credit card in VIB Hoan Kiem branch in next time I believe that with the continued efforts of the Board of Directors and the collective, dynamic, enthusiastic staff in here, VIB Hoan Kiem branch will continue to grow stronger and more sustainable and become prestigious brand with clients in the 23 area, contributing to the brand strong to spread across the country and to the partner in worldwide 24 REFERENCES R.A.Noe, J.R Hollenbeck, B.Gerhart, and P.M Wright, 2011, Fundamentals of Human Resource Management 4th edition, published by McGraw-Hill VIB, 2012, Annual Report 2012 VIB, 2013, Annual Report 2013 VIB, 2013, The policy of issuing credit card of VIB 25 ... prestige of VIB Therefore, the process of training new employees in Credit Department about credit card area is as follows: Figure 2.1: Process of training new employees in Credit Department in VIB Hoan... Kiem Branch Chapter 2: Analysis on the process of training new employees in Credit Department in VIB Hoan Kiem Branch Chapter 3: Recommendations to improve the process of training new employees in. .. on the process of training new employees at VIB Hoan Kiem Branch 10 2.1 Assessment of needs for training 11 2.2 Ensuring readiness for training 11 2.2.1 Introduction