“A Study On Recruitment, Talent Management and HR Operations At

CredR”

A project submitted to
University of Mumbai for partial completion of the degree of
Bachelor of Management Studies
Under the Faculty of Commerce

By
Ms. Vaimitra Kothale

Under the guidance of

Ms. Supriya Shetty

R. A. Podar College of Commerce and Economics

Matunga, Mumbai 400019

April 2019

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 Certificate

This is to certify that

Ms. Vaimitra Kothale has worked and duly completed her project work for the degree of Bachelors of
Management Studies under the faculty of Commerce in the subject of Human Resource and her project is
entitled, ‘A Study on Recruitment, Talent Management and HR Operations at CredR’ under my supervision.

I further certify that the entire work has been done by the learner under my guidance and that no part of it has
been submitted previously for any degree or diploma of any university.

It is her own work and facts reported by her personal findings and investigations.

Name of the guiding teacher: Ms. Supriya Shetty

Signature of the guiding teacher: ______________________

Date of submission: __________________

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 Declaration by learner

I, the undersigned Ms. Vaimitra Kothale hereby declare that the work embodied in this project work entitled, ‘A
Study on Recruitment, Talent Management and HR Operations at CredR’ forms my own contribution to the
research work carried out under the guidance of Ms. Supriya Shetty and is a result of my own research work and
has not been previously submitted to any other University for any other Degree/Diploma to this or any other
University.

Wherever reference has been made to previous works of others, it has been clearly indicated as such and
included in the bibliography.

I, hereby further declare that all information to this document has been obtained and presented in accordance
with academic rules and ethical conduct.

Name of the learner: Ms. Vaimitra Kothale

Signature of the learner: ___________________________

Certified by:

Ms. Supriya Shetty

Signature of the guiding teacher: _______________________

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 Acknowledgement

To list who all have helped me is difficult because they are so numerous and the depth is so enormous.

I would like to acknowledge the following as being idealistic channels and fresh dimensions in the completion
of this project.

I take this opportunity to thank the University of Mumbai for giving me a chance to do this project.

I would like to thank my Principal, Dr (Mrs) Shobana Vasudevan for providing the necessary facilities required
for completion of this project.

I take this opportunity to thank our Coordinator Ms Divya Lalwani, for her moral support and guidance.

I would also like to express my sincere gratitude towards my project guide

Ms. Supriya Shetty whose guidance and care made the project successful.

I would like to thank my college library, for having provided various reference books and magazines that are
related to my project.

Lastly I would like to thank each and every person who directly or indirectly helped me in the completion of the
project specially my parents and peers who supported me throughout my project.

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 A STUDY

ON

RECRUITMENT, TALENT MANAGEMENT AND HR

OPERATIONS AT CREDR

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 INDEX

SR. NO. CONTENTS PAGE NO.

1 Introduction 7
2 About the Organization 8
3 Why was the Organization selected 13
4 Work culture 14

5 Type of Organization 17
6 Organizational Structure 18
7 List of Policies to abide by 20

8 Grievance Redressal Process 22

9 Awards and Allocades 23
10 Departments Visited 25

11 Learning Objectives 27
12 Work Done 28
13 Conclusion 56

14 Bibliography 57

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 INTRODUCTION

Below is the report of my Internship at CredR. My internship duration was 9 months (May 2018 – February
2019). This report covers my work experience at CredR within the span of these 9 months.

During my course of internship, I worked for multiple verticals. This report highlights my observations
regarding the same. Since the internship period was longer, there was an in-depth understanding of various
processes.

This report gives general information about the organization I completed my internship from which is Incredible
Technologies Private Limited; also known as CredR.

The report is divided into three parts :

I. Recruitment Process
II. Talent Management
III. HR Operations

Initially, I worked and learnt various processes in HR Operations; later, I was asked to work under the
Recruitment vertical; and lastly I worked under the Talent Management vertical.

The internship was a great exposure to the Corporate world and CredR helped me to do a deep study of the
same.

This project is an effort to elaborate the above mentioned points and my learning experience at CredR.

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ABOUT THE ORGANIZATION :

The name, CredR, is originated from ‘Incredible Technologies Private Limited’, which is the registered
Company name; and stands for the two values, Credibility and Reliability, which form the base for the
Organizational goals.

CredR.com is an IIT- B Start-up based in Mumbai, launched on February 14, 2015. It is India’s only Omni -
Channel Ecosystem for Two-Wheelers. CredR.com provides a Customer - Friendly platform for Buying, Selling
and Exchanging of Two - Wheelers. Other services include easy Two -Wheeler loans, warranty, news, reviews
& rider – first accessories platform.Fuelled by a team of go-getters, CredR moves ahead in the direction of
making consumers’ experience hassle-free with its trusted and tech-enabled processes.

CredR has its presence in total 9 cities namely Pune, Bangalore, Delhi-NCR, Mumbai, Hyderabad, Jaipur,
Chennai, Ahmedabad and Jodhpur. Among which Pune, Bangalore and Delhi-NCR are the Stable cities where
there is the presence of Franchise stores (Flagship Stores); and the rest are Growth cities where the company is
doing a Pilot study. They are currently working with all major auto – manufacturers in India, over 1000 partners
for used bikes, over 200 first hand dealerships as exclusive Exchange Points, Over two million followers on
Social Media and Digital Platforms, and has seen over 50,000 transactions so far.

CredR was established in order to achieve the mission of creating an “Assisted Eco-system” that leverages
technology & human connections to simplify the Used Automobile Marketspace.

CredR is a full stack, vertically integrated, omni-channel ecosystem for Used Two-Wheelers. CredR takes a
multi-pronged approach towards transforming the landscape of how pre-owned automobiles are perceived,
bought and sold in India. In keeping with our promise of using astute technology to disrupt the pre-owned
automobile market, CredR boasts of a robust platform for buying and selling the same.
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Backed with an intuitive, user-centric web platform and a stringent grading system for automobiles, the brand
aims at resolving the most common conflicts that a buyer or seller of used automobiles may face. The agenda is
simple – to make CredR the most trusted brand for Used Two-Wheelers in the World

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REVENUE:

TRENDS:

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FUNDING:

CredR, the used vehicles marketplace, obtain its Series A funding round of USD 15 million by Eight Roads
Venture, Fidelity's proprietary investment arm in September 2015. Earlier that year, CredR had raised a seed
round from the likes of RohitBansal, KunalBahl, K Ganesh, and AmitAgarwal.

With this new round of funding, the CredR team was looking to scale up their marketing and product
engineering efforts. The main objective is to expand the business to 20 cities across the country.

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WORKPLACE STRENGTH :

Currently, CredR has over 200 employees working all over India in different cities which include Mumbai
(Corporate office), Bangalore, Chennai, Hyderabad, Jaipur, Pune, Delhi, etc. This number includes on roll
employees (Permanent Employees) and Service Contract Employees as well.

As the two- wheeler market in India is huge because of the population and cheap rates. In 2019, CredR has
aimed to expand its business over 20 cities in India with keeping in mind the cities which are not captured yet.

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 WHY WAS THE ORGANIZATION SELECTED?

The Company, CredR, was selected for internship in order to enhance my knowledge about the Human
Resource function in an Organization.
For the internship, I applied through an online portal called Indeed.com.

Below are some key points regarding why was the Organization selected :

- START-UP APPROACH :Being a Start-up, the Systems were in the process of streamlining.
Henceforth, there was an Independence to grow in multiple aspects and learn about each Vertical.
Hence, there was a lot of ‘Learning through Experience’. Also, there was flexibility in the processes.
- GROWTH STAGE :The Company was in the stage of Growth, which made it Challenging and
Interesting to work there.
- WORK CULTURE :Also, the Work Culture (Flexible work hours, Informal dress code, Core Values,
etc) initiated an urge to work with such an Organization. Meeting a lot of Like-Minded people was
another boon. People at CredR have the independence to give their inputs and innovative ideas, since the
company is a start-up.

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  WORK CULTURE :

Work Culture involves the Values and Principles followed by the Employees of an Organization.

Every Organization have particular Goals to be achieved. Work Culture in an organization helps the
Management to achieve the defined goals with the assistance of Employees working for them.

Work Culture needs to be pleasant and appropriate for both the Employees as well as the Organization.
This can help employees to stay motivated and enthusiastic about their work. Also, the whole
organization must share a common goal in order for them to work with Unity and Dedication towards
the achievement of the goal.

Work Culture at CredR is as follows :

Mission Statement – “We strive to reinvent the used two-wheeler Buying & Selling experience with a view to
eradicate all customer pain-points and create a win-win for our Business and Partners.”

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Vision Statement – “To become Asia’s Largest Most Trusted, Used Two-Wheeler Brand, with a Customer-first
approach.”

Core Values –

1. Focus – We are constantly driven with a focus to achieve high-quality results for Internal and External
Customers.

2. Excellence – Our efforts are always directed towards attaining excellence with Solutions that address the
Customer needs.

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3. Challenge the Status Quo – We Challenge ourselves everyday to Reinvent, Enhance & create more value
for Customers.

Tag Line – “Think Bikes, Think CredR – Your one – stop destination for everything Bikes.”

Working Hours–The Organization has flexible work timings. This helps in achieving motivated workforce.

-In Time:Between 8.30 a.m. to 10.30 a.m.

-Mandatory hours to be completed :8.5 hours

Personal Appearance – CredR has an Informal dress code. Employees are required to dress in Business
Casuals and present a clean and well-groomed appearance. The acceptable attire include; Shirts, Tops, Sweater,
Jacket, Pant, Trouser, Skirt, Dress, Blazer, Cardigan, Saree, Kurti, Kurta, Jeans &T-Shirt. Acceptable shoes and
footwear include; Athletic / Walking / Sport Shoes, Loafers, Sneakers, Boots, Flats, Bellies and Heels. Hats are
not appropriate in the office whereas, head covers that are required for religious purposes or to honour Cultural
Tradition are allowed.

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 TYPE OF ORGANIZATION :
 Incredible Technologies Private Limited, also known as CredR is a Private Organization which performs
its Business Operations without any government support.
 They are a start-up launched in February 2015 and is a minor organization with limited workforce.
 The team size is relatively small as compared to other organizations.
 They operate in the field of Automobiles, particularly two - wheelers.
 In a nutshell, the business deals into the Buying and Selling of Second hand two – wheelers. They
provide budget bikes to their customers.
 The target audience for the Business are particularly Students, and anyone with a minimum budget and
desire to own a two – wheeler.
 Presently, CredR operates in over 9 cities across India.

 Established : 14 February, 2015.

 Address (Corporate Office) : 803, Lodha Supremus, Opposite Saki Vihar Telephone Exchange, Saki
Vihar Road, Tunga Village, Powai, Mumbai – 400072
 Website : www.credr.com

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  ORGANIZATIONAL STRUCTURE :

Organizational Structure refers to how the workforce has been divided and the activities such as Task allocation,
Coordination and Supervision are directed towards the achievement of Organizational goals. Organizational
structure forms the basis of an Organization; depending upon which, the success rate of the Organization can be
determined.

There are various kinds of Organizational Structures. They include :

1. Functional Structure
2. Matrix Structure
3. Horizontal / Flat Structure
4. Network Structure
5. Divisional Structure
6. Line Organizational Structure
7. Team – Based Organizational Structure

CredR has Functional Organizational Structure where there are various Functional managers who report the
CEO of the Company; and there is other staff working under the Functional managers of Various Verticals /
Departments.

CEO AND BOARD OF

DIRECTORS

DEPARTMENTAL /
VERTICAL HEADS

EMPLOYEES

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The most important advantage of this type of structure is it brings in greater efficiency in the Organization
because the individuals with similar skills and knowledge are grouped together by function and they work as a
team.

One disadvantage of this type of structure is that the different functional groups may not communicate with one
another, potentially decreasing flexibility and innovation.

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 LIST OF POLICIES TO ABIDE BY :

1. Compensation and Benefits Policy: This policy covers the Compensation Structure which is as per the
Industry norms, Attendance Cycle and Salary Processing Cycle for Employees.

2. PMS Policy : This includes the Performance Appraisal Cycle and all the norms related to Increment.

3. Personal Appearance Policy: This Policy includes basic information about the appropriate attire for
Employees as well as the acceptable and non-acceptable attire into the organization.

4. Anti – Bribery and Anti – Corruption Policy: This Policy covers the meaning of Bribery and
Corruption and the situations included under them and measures to prevent Bribery and Corruption.

5. Prevention of Sexual Harassment Policy: This Covers the various acts under Sexual Harassment,
definitions of various terms related to Sexual Harassment, disciplinary actions against such acts and the
process that has to be followed by an individual working for CredR if they are being a victim of Sexual
Harassment within the Organization.

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6. Disciplinary Action Policy: This Policy covers the various clauses that come under the Violation of
Discipline such as Performance issues, Misdemeanors / One-time Minor Offence, Misconduct or Severe
offensive behavior and the appropriate actions to be taken under such circumstances.

7. Alcohol and Drug Policy: It includes the actions that need to be taken if an Employee has been caught
in the act of consuming alcohol or drugs in between working hours or if he / she has come to work after
the consumption of such items.

8. Code of Ethics and Business Conduct: This Policy includes the basic Code of Ethics that need to be
followed while working hours and also, the appropriate Business Conduct, Behavior, etc that an
Employee must abide by.

9. Confidentiality Policy: It states that certain Organizational Information has to be kept Confidential by
employees. If they fail to do so, certain action will be taken against the accused employee which may
include Termination of Employment.

10. Equal Employment Opportunity and Anti – Discrimination Policy: This Policy covers the basic
rights of Employees including equal Employment Opportunity and No Discrimination among two
employees.

11. Whistleblower Policy: This Policy covers the disciplinary action that has to be taken against such
employees showing Dishonesty, Unethical Conduct, Fraud, Corruption, etc.

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 GRIEVANCE REDRESSALPROCESS :

- CredR has an Open Door / Open Communication Policy

- If an Employee has any Grievance, he / she must talk to the Reporting Manager / HOD
- The Employee can approach the HR Head / CEO if he / she is not satisfied with the response from the
above authorities.
- This way any Employee Grievance gets resolved / Settled.

EMPLOYEE GRIEVANCE

DISCUSSED WITH THE REPORTING MANAGER OR HOD

RESOLVED / UNRESOLVED /
SATISFIED UNSATISFIED

APPROACH THE HEAD

HR OR CEO

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 AWARDS AND ALLOCADES :

1. Ranked 19th under India 100 –2015 List, by YOURSTOY

2. Top 100 Startups to watch in 2016, by SutraHR
3. Ranked 4th under Workplace Experience Ranking Survey – 2017 (Startups who create the best
experiences for the employees), by BW BUSINESSWORLD

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24
 DEPARTMENTS VISITED :

Below is the list of departments which were visited during my tenure of Internship at CredR :
 Human Resource
 Admin
 Accounts / Finance
 Marketing
 Fintech
 Product and Technology
 Franchise Development
 Stakeholder Management
 Stakeholder Delight
 Information Technology
 Business Operations

1. Human Resource - The Human Resource department covers various verticals including Talent
Acquisition, Talent Management and HR Operations.
Talent Acquisition involves the Recruitment of suitable workforce into the Organization.
Talent Management involves Training and Development, Employee Motivation, Employee Engagement,
Reviews, feedbacks and Performance Appraisal Process.
HR operations includes Payroll process, Maintaining Master data, Accounting leaves and Compliance.

2. Admin Department – This department involves all the admin related work, managing Reimbursements,
arrangements for Business Travel and Stay, finding suitable Budget-friendly Warehouses in the new
cities, Budget planning ,etc.

3. Accounts / Finance Department– This department takes care of Annual Budgeting, Salary Processing,
and other Vendor bill payments.

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4. Marketing Department – This department handles the Promotional activities and Marketing of the
Product and Services offered by the Organization. This also includes Social media and Digital
Marketing.

5. Fintech Department–This department handles the whole Loan Disbursal process.

6. Product and Technology – This department does the Handling and Development of the Company
Website and App. They usually deal into Software Development.

7. Franchise Development – They deal into the expansion of CredR Franchise Stores in various cities
across India.

8. Stakeholder Management– They do the Pre-Sales Calling. Employees from this department call the
interested Customers and provide them necessary information about the Vehicle they are interested in.

9. Stakeholder Delight – They do the Post-Sales Calling. Employees from this department call and solve
queries of the Customers who have bought a vehicle from CredR, and also take the necessary feedback.

10. Information Technology– This department handles the Intranet within the organization and keeps
account of all kinds of IT requirements for the Business.

11. Business Operations – Thisdepartment handles Core Business Operations in various cities. It is a very
crucial department in the Organization. Employees working under this department carry out sales at
various cities. At CredR, Business Operations forms the largest team.

12. Business Intelligence – This department does the Data Analysis and formulates new Strategies and
Techniques in order to improve Sales and thus helping out in Profit Maximization. They predict the
future Business Operations through detailed analysis of past and current Operations. They also help in
deciding the ‘Pay for Performance’ criteria for employees, beneficial for both, the Organization as well
as Employees. Their aim is to provide the Business a competitive advantage over others in the Market
and also, long-term Stability.
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 LEARNING OBJECTIVES :

1. To get a general idea of the various HR Operations at CredR.

2. To get insights of the Recruitment Process at CredR.
3. To learn about the Talent Management Process at CredR.
4. To get an exposure of the Corporate world and explore new learning opportunities.
5. To get an Overview of HR as a Function.
6. To contribute towards the development of the HR Function as a whole by putting in new ideas and
suggesting new ways Strategic HRM.
7. Recruitment Process : To get an overview of the recruitment process, sourcing avenues and
recruitment strategies.
8. Talent Management : To learn how the manpower at CredR is managed and motivated through
various initiatives. Also, to get an idea about the employee engagement activities, reward and
recognition programme, Pay for Performance pattern and Performance Appraisal.
9. HR Operations :To learn about the Payroll process, learn how to create an Employee Master, Joining
formalities, HR Induction at the time of joining of Employees, understand the Importance of HR
induction and Employee Personal File creation.

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  WORK DONE :

I. RECRUITMENT& SELECTION :

INTRODUCTION :

Recruitment and Selection is a crucial vertical under the HR Function.

Recruitment is the process of locating, identifying and attracting capable applicants. It is the process of
creating a pool of qualified candidates for a particular job.

Recruitment is a two – way street. The Organization is looking for qualified candidates while the applicants are
looking for potential placement opportunities.

Selection is the process of choosing qualified individuals who are able to fill the positions in an organization. It
is basically the process of selecting a single candidate from the pool of qualified candidates created through the
process of recruitment.

Thus Recruitment and Selection forms the basic function of Human Resources.

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IMPORTANCE :

1. Helps the organization with an appropriate candidate to do the required job.

2. Increases success rate of the Organization.
3. Increases overall Efficiency.
4. Increases Individual Effectiveness.
5. Increases Organizational Effectiveness.

Hiring at CredR is done for two types of jobs. They are :

1. White Collarjobs: Thisincludes hiring individuals to perform Professional, Managerial or

Administrative work. In CredR, the white collar designations include Executives, Senior Executives,
Assistant Managers, Managers, Senior Managers, General Managers, Assistant Vice President, Vice
President and Senior Vice President for the Corporate office. Whereas, White Collar field designations
include Territory Managers, Senior Territory Managers, Area Sales Managers, Senior Area Sales
Managers, Cluster Heads and Zonal Sales Managers. Lastly, white collar designations in the Technology
department includes Software Development Officers, Project Managers, Senior Project Managers,
Associate Product Managers, and Product Managers.

2. Blue CollarJobs: This includes hiring individuals to perform Manual Labor. At CredR, the blue collar
jobs include Mechanics – Half-Mechanics and Full-Mechanics as well as Senior Mechanics to work at
the Refurbishment center.

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RECRUITMENT AND SELECTION PROCESS AT CREDR :

The process of recruitment and selection at CredR is as follows,

1. Identify the Vacancy :The first step is to identify that which department has a vacancy for a particular
designation / role.

2. Job Analysis : This includes preparing a Job Description and Job Specification. Job Description covers
what kind of job is it, the roles and responsibilities that the job demands, salary structure and other
details pertaining to the job. Job Specification covers the various kinds of skills to be possessed by an
individual to get qualified for the job.

3. Job Posting and Advertising : This includes making the candidates aware of the job vacancy through
various online as well as offline platforms. Online platforms include Job Portals, Social Networking
Sites, etc whereas offline platforms include Newspapers, Magazines, sourcing through HR
Consultancies, College Placements, etc. The job vacancy is being posted on these online and offline
platforms through which interested candidates can apply for the job either via offline or online media.
Job portals and websites used by CredR are Indeed Job Search Portal, IIM Jobs, Shine, Monster,
Glassdoor, and LinkedIn for hiring employees. Internshala, Interntheory, Make intern and Let’s Intern
are some of the portals used for hiring interns. The HR Consultancies with which CredR has tie-ups are
Talentcode, Orange Umbrella, Alpine Executive Search and Upman Placements.

4. Short-Listing : In this, the applications received through various platforms are being reviewed and the
ones which qualify the basic requirements of the job are Shortlisted.

5. Phone Screening : The applicants which have been shortlisted are now called by the Talent Acquisition
Manager and the screening is done. The ones which qualify this round are being asked to appear for the
Telephonic Interview round with the Departmental Managers.

6. Conducting Interviews:The candidates who qualify the Telephonic Interview round are asked to appear
for a Face-to-Face interview with the Departmental Manager.

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7. Reference Check : If the candidate clears the Face-to-Face Interview round successfully, their reference
check is done with the references they have mentioned in their resume. References may include
Colleagues, Seniors & Reporting Managers from the organization where the candidate worked
previously. Reference check includes in-general enquiry about the Candidate.

8. Selection :After all the above steps are being followed, the appropriate candidate qualifying through all
the rounds is Selected and is offered the job.

This process is followed by Negotiation with the candidate by the Talent Acquisition Manager and once
both the parties arrive at a common conclusion, he / she is being given the offer letter.
Now, it is the decision of the candidate to either Accept or Reject the offer.

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II. TALENT MANAGEMENT :

INTRODUCTION :

Talent Management is the process of Managing the Manpower effectively in order to obtain a highly motivated
and satisfied Workforce in the Organization.

Talent management is an organization's commitment to recruit, hire, retain, and develop the most talented and
superior employees available in the job market.

It refers to the anticipating the needs for human capital for an organization and the planning effectively in order
to make sure that the needs are met.

It is the science of using strategic human resource planning to improve business value and to make it possible
for companies and organizations to reach their goals.

Everything done to recruit, retain, develop, reward and make people perform forms a part of talent management
as well as strategic workforce planning.

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The Talent Management strategy must always be in sync with the Organizational strategies. Thus, the Talent
Management head should always act as an HR – Business Partner. This helps the Business to grow with the help
of its most important resource which is human resource.

This is beneficial both for the Employees as well as the Business.

IMPORTANCE :

1. Raising the levels of Performance of the Workforce, thus enhancing their skills and obtaining a high –
performance workforce.
2. To attract potential individuals and provide them proper training and development in order to retain them
in the organization and utilize them to the fullest.
3. To increase the productivity of the organization.
4. Unskilled or untrained workers are often responsible for the wastage of time and they end up making
errors and mistakes. This indeed causes loss of money and time. Thus, for proper and effective time
management, Talent Management is very essential.
5. Identify the talented and high – performing employees and retain them.
6. To make sure there is growth and innovation in the organization.
7. Enhancing the skills and competencies of employees.

TALENT MANAGEMENTAT CREDR INCLUDES VARIOUS ASPECTS. THE ONES WHICH I

WORKED UPON ARE :

1. 15-30-60 Day Feedback.

2. Performance Appraisal.
3. Employee Engagement.
4. Reward and Recognition.

Now, let us go through all of them one-by-one.

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1. 15-30-60 Day Feedback :

This is basically a modern initiative which includes the process of taking a feedback from a newly joined
employee based on his experience in the organization. As the name suggests, these feedbacks are taken
by the Human Resource Department after 15, 30 and 60 days of joining of the Employee.

There are different sets of questions which the employee needs to answer. His / Her answers are being
noted down and kept for records in order to resolve any issues he / she has.

The list of questions to be asked is as follows :

 15 DAY FEEDBACK :

1. How was your day of Induction?

2. Were the Policies and Procedures explained to you based on your Satisfaction?
3. What recommendations do you have to improve the new employee induction process?
4. Is your workstation set up correctly?
5. Did you receive the necessary material and equipment required for your role (ID Card, Visiting
Cards, Access Cards, Desktop / Laptop, Joining kit) ?
6. Are you feeling welcomed by your team?
7. Any other support that you require from our end?

 30 DAY FEEDBACK :

1. How are you finding the new workplace?

2. How have you been able to adjust to the work culture, facilities available here?
3. Kindly give specific feedback for the following departments : HR, IT, Admin & Your Team.
4. Have you got a good understanding of your role?
5. What do you like about your role at CredR?
6. Do you feel you have the information, tools, and resources to do your job successfully?

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 7. Would you refer our organization to somebody? If yes, do you have any reference?
8. Are you facing any unresolved issues currently? Do you require the HR assistance or intervention?
9. What have been your achievements in past 1 month?

 60 DAY FEEDBACK :

1. So far, is the job what you expected it to be?

2. Are you feeling challenged by the position or already feeling bored?
3. What are some elements of the position you are not enjoying as much? Is this because you have not
been given the proper tools? / Training needed to be Successful? / You simply do not prefer this kind
of work?
4. Do you feel you are able to be productive and effective in your position? Can you discuss why or
why not?
5. What difficulties are you facing in your day to day working?
6. How often are you able to review our work with your Manager?
7. Have you received a pat on the back for any new idea, suggestion or doing awesome work?
8. Have you settled down in the team? What is your feedback on the same?

Thus, the above method gives a clear idea about the new joined employee’s situation and also gives him / her a
sense of belongingness into the organization and also he / she feels welcomed by the whole team.

It also breaks the ice between the Employee and the HR Department and bridges the gap among the two.

Also, it avoids communication gap.

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2. PERFORMANCE APPRAISAL :

Performance Appraisal is one of the important constituents of Talent Management. The need for
Performance Appraisal arises because every person has a different personality and different situational,
social, psychological and physiological traits.

Performance Appraisal is an assessment of an employee in performing his job. Employee performance is

the degree to which employees accomplish job requirements.

It is a continuous process of measuring an employee’s past or present performance quantitatively and

qualitatively, against the background of performance criteria within the ambit of his job role and about
his future potential in the organization.

Hence, Performance Appraisal is the process of systematically evaluating performance and providing
feedback upon which performance adjustments can be made.

Performance Appraisal at CredR :

1. Performance Appraisal Cycle :

i. April to March (For Joinees from previous year January to previous year September)
ii. October to September (For Joinees from previous year October to previous year December)

2. Increments Will Be Based on:

i. Individual Goal Sheet achievement.
ii. Individual Behavioral Scores.
iii. Company Performance and Profitability.
iv. Any other factor as maybe deemed by the Management.

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 3. EMPLOYEE ENGAGEMENT :

Employee Engagement is a basic concept which helps to understand the nature of relationship between
the organization and its employees, both qualitatively and quantitatively.

An "engaged employee" is the one who is fully excited and enthusiastic about their work and so takes
positive action to help the organization maintain its reputation. An engaged employee always have a
positive attitude towards the organization and its beliefs.

In contrast, an employee who is not engaged may be someonewho does the minimum work without any
enthusiasm, and acts as an employee who is only damaging the company's work output and reputation.

An organization with "high" employee engagement always has an advantage over the ones with "low"
employee engagement. The employees in the former one perform better than the latter.

During my course of internship, I prepared an Employee Engagement Calendar for the year 2019 – 2020. It is as
follows :

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 Month Dates Activity

January 25th January Republic Day Celebration

February 15th February CredR Anniversary

March 20th March & 8th March Holi celebration / Self - Defence Workshop on Women's Day

April 12th / 26th April CredR's Got Talent

May 18th May CredRTambola
June 6th June Ramzan Lunch + Shayari Competition

Twin Day + Motivational Talk by a Guest Speaker / Tree

July Plantation activity / Blood Donation Campaign (Topics for
motivational talk : ‘Insight for a better you – Introspection’ /
20th July ‘Storm to Perform – Performing in the storms)

August Independence Day Quiz (General knowledge questions based

14th Aug on the theme 'India')

September Ganpati's lost trunk game + other fun games / Eco friendly
idol making workshop / CredRAntakshari / Modak eating
3rd Sept competition

October
Garba / Best Navratri attire competition / Sweets distribution
amongst unprevileged children / Diwali with Orphans (Can
call some children to the workplace through some NGO &
25th Oct spend some quality time with them) & Traditional day

November 22nd Nov - Central / 23rd

Nov – Cities CredR Premier League (Box Cricket Tournament)

December
21st December / 31st Secret Santa + Christmas Celebration / Bikes theme based
December treasure hunt + New Year Cake Cutting

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The above Employee Engagement Calendar was prepared by taking into consideration below points:

i. Indian Festivals in the respective months. The idea was to celebrate each and every major festival in
order to bring about a sense of unity among employees and affection towards other religions and their
cultures.
ii. Multiple Innovative ideas for each month were noted down and the shortlisted ones were finalized. The
aim behind this was to eliminate boredom among employees.
iii. It was made sure that if there are multiple events in a single month, maximum efforts were put to
combine the events so that there is minimum cost incurred to the company.
iv. The events were planned in such manner that there will be fun with a learning experience.
v. For major events such as box cricket tournament, the dates for Corporate office and cities were kept
different so that there is no loss happened to the business.

Other inputs from my end on Employee Engagement initiatives included :

i. Movie Screening for whole staff.

ii. Come Quiz Conquer – A quiz for all.
iii. Theme based office decoration on a monthly basis. This could help employees to stay motivated as they
would experience a different and innovative work environment each month. The themes might include –
Superheroes, Bikes, Colour of the Month, etc.
iv. Poster making competition on any general awareness topic and publishing the best one on the social
media profiles of the organization.
v. “Grab A Bite” – Free Fruits / Healthy snacks for Employees.
vi. Boardroom games for relaxation in the free time.
vii. New Joinees’ welcome lunch with the HR Department on a Quarterly basis. This could help break the
ice and make them feel welcomed by the organization.
viii. Random Team – Building games.
ix. Create an internal social networking site ONLY for the employees of CredR.
x. Employee Suggestion Box – A platform for employees to share new ideas and initiatives; and also ideas
on how the already existing processes could get better.

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 4. REWARD AND RECOGNITION :

Reward is something given in recognition of Service, Effort or Achievement.

Recognition is Appreciation for an achievement.

REWARDS :

This includes all financial rewards (also known as extrinsic rewards) like increase in pay, bonuses, gift cards, or
any other reward which is given to a person as a token of recognition of their performance.

Pros:

 Desirable rewards result into high amount of motivation.

 If the perks are attractive, it attracts candidates with high potential and thus benefiting the employer.
 Rewards could act as a compensation tool for jobs with lower pay rates or job satisfaction.

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Cons:

 This only helps in short – term motivation and leads to continuous financial costs in order to produce
regular reward opportunities.
 It can lead to increase in interpersonal competition rather than teamwork and unity among the staff
members.
 It can also lead to the focus of staff only on the outcomes that are associated with rewards and could
neglect the other performance areas.

Hence, while extrinsic tangible rewards is usually seen as a reliable and effective way for encouraging and
motivating the employees, there are also some consequences which should be considered which can have a
negative effect.

These types of reward process must be a continuous one since it can only provide short-term motivation. Also,
there is a risk of discouraging teamwork, since the employees only concentrate on performing better than each
other keeping in mind a sense of continuous competition. It can also disturb the harmony at the workplace since
the staff only crave rewards rather than focusing on their own work.

RECOGNITION :

These are also known as intrinsic rewards. Recognition includes the psychological rewards gained by doing a
job well.

It can either be verbal or written recognition of an employee’s achievements, outstanding skills, or overallgood
performance. This can be done in either a meeting where the team members are present, or personally or in front
of all the staff. According to a research,as compared to tangible rewards, intrinsic rewards and recognition tend
to motivate the employees on a day-to-day level.

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Pros:

 Financial investment is not required.

 The employees’ sense of competence and self worth increases, thus, it results into increase in pride and
care for their work.
 The employees get a clear purpose and meaningfulness. Hence, it leads to job satisfaction among
employees as they realize the importance or relevance of their role in the organization.
 It acts as a great way to improve teamwork and other organizational values.

Cons:

 There is a possibility of the staff getting slowed down in their workor underperforming thinking that
they have already proven themselves.
 The employees who are never recognized may feel unvalued and discouraged.

These issues can always be overcome by taking necessary steps and measures.

The keys to developing a reward program are as follows:

 identify the organization or team goals that the reward program will support.
 To identify such performance or employee behaviors that will lead to the accomplishment of company
goals and benefit the organization.
 Based on the individual or group’s earlier achievements, the key measurements of the performance or
individual behavior shall be determined.
 To design the reward program appropriately.
 To communicate the program that is decided and finalized to the employees.

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The performance must be measured properly. This ensures that the program is successful and is linked with the
business goals. Rewards usually have real costs in terms of time or money. Thus, in case of small organizations,
it must be ensured that the performance has actually improved before rewarding it. Often this requires
measuring something other than financial returns: decreased defects, Satisfied and happy customers, more quick
deliveries, etc.

While developing a reward program, the organizational goals must be considered. The rewards must be linked
with the end result for the company. It is also important to reward both individual as well as group achievements
in order to promote both individual initiatives and ideas and group performance.

Every employee has a different desire for rewards. Depending upon them, the reward program must be
designed. This shall help the program to be successful.An individual’s ability to understand what is expected
from them decides the motivation level among them.Communication must be kept simple as well as frequent in
order to make sure that the employees are aware of any changes made in the program.

By rewarding and recognizing outstanding performance, entrepreneurs will have an edge in a competitive
corporate climate.

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REWARD AND RECOGNITION AT CREDR :

At CredR, the Reward and Recognition Programme is carried out :

- Monthly
- Bi – Annually
- Annually

 A social media (Whatsapp) group is created for all the cities. The respective city group consists of
employees from each city, the CEO, and members from the HR Department.
 Monthly, Annual and Bi-Annual Best Performers are declared through the above group.
 There are cash rewards for the best performers.
 Monthly Best Performers are rewarded with a cash reward of INR 1000.
 Bi – Annual Best Performers are rewarded with a cash reward of INR 7500.
 Annual Best Performers are rewarded with a cash reward of INR 15000
 The Cash reward is over and above the salary as well as the incentives earned.
 The various categories include :
i. Best Exchange Executive
ii. Best Runner
iii. Best Store Sales Executive
iv. Best Sales Executive
v. Best Mechanic

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 The Minimum Qualifying criteria for reward Programme for all roles is as follows:

 Monthly cash reward for all roles is as follows :

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 Annual cash reward for all roles is as follows :

 There is Townhall conducted at the Central corporate office in Mumbai; where all the city heads visit the
corporate office and share their present strategies as well as the strategies for the future in order to grow
the sales and develop the business.
 It is conducted quarterly every year i.e. three times a year.
 In the TownhallProgramme, the HR Department rewards the best performers, both from the cities as
well as the corporate office.
 Along with the Best Performers, the Best Performing Corporate as well as city team is also being
rewarded.

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 There is a concept called ‘Wheel of Fame’ that has been introduced. The wheel consists of Photographs
of the Best Performers of the whole quarter. This wheel of Fame is placed at the central office in
Mumbai. This is another tool of motivating the best performing employees as well as inspiring and
influencing the other employees.

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 The Employees working under service contract are being given the opportunity of working under the
CredR Payroll as a permanent employee. The employees need to qualify certain aspects in order to
achieve the same. This opportunity is only open to employees who have completed 6 months of work in
the organization.

 The aspects that determine the same are :

i. Attendance and Discipline : They must show up to the workplace regularly and shall work with
total discipline that is expected from them. Attendance and discipline forms the basic criteria for
an employee to come on the CredR payroll. They must follow a code of behavior , work ethically
and with complete dignity.
ii. Good Behavior :Good Behavior implies proper or correct conduct. Employees showcasing good
behavior both with the internal colleagues as well as the external clients / customers at the
workplace have a greater chance of getting on the CredR Payroll.
iii. Performance : Performance indicates the successful completion of tasks allocated to the
employees within the given amount of time or completion of maximum tasks within minimum
time. Hence, if a particular employee shows better performance than the others, they increase
their chance of getting on the CredR Payroll.

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 Another motivation tool for employees at CredR is the ‘Pay for Performance’ system. The
compensation package of each employee includes one Fixed and one Variable component. The Variable
component refers to Incentives which are over and above the basic salary.
 Incentives act as a great motivation tool for employees and also, improves the efficiency of their work.
Hence, they are an essential component of the Compensation structure.
 Employees are given a monthly target and on the basis of percentage achievement of the same, an
incentive amount is disbursed along with the salary.
 The achievements are calculated monthly and the amount is disbursed quarterly.
 There are different incentive criteria set for employees under various roles.

 Below are some of the incentive criteria for various roles at CredR :

1. Incentive Structure for Exchange Executives

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2. Incentive Structure for store Sales Executives (Social Media Reviews)

3. Incentive Structure for store Sales Executives

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4. Incentive structure for Mechanics

5. Incentive Structure for Store Inspectors

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III. HR OPERATIONS :
HR Operations include functions right from joining till exit of an employee and deals with employee
relationship Management. It is a very important vertical as it deals with major HR activities in the
organization.

THE AREAS I WORKED UPON UNDER HR OPERATIONS INCLUDED :

1. Joining formalities
2. HR Induction for newly joined employees
3. Creation of Employee Master

1. JOINING FORMALITIES :
Once and employee joins the organization, there is a set of formalities to be completed in order to keep
everything legal and documented.
Joining formalities include :
i. Employee personal documents :This includes the collection of copies of employee’s PAN Card,
Aadhar Card, Bank document, Educational documents and previous employment documents
which might include Salary slips, Relieving letter and Appointment letter of the previous
organization.
ii. Welcome note :This note has to be sent within 1 week of joining. It is sent to the new joinee
along with the other staff. This note is sent via Email and it serves the purpose of welcoming the
new member in the organization as well as introducing him / her to the other staff of the
Organization.
iii. Appointment Letter : This letter has to be issued to the new joinee within15 days of joining. It
covers the legal clauses, policies and norms of the organization along with the employee’s
compensation structure.
iv. CredR Joining kit : This kit includes one CredR T-Shirt, Identity card, and CredR keychain. It
has to be issued to the employee within 15 days of joining.

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 2. HR INDUCTION :
Induction refers to introduction of the newly joined employee to the working environment of the
organization. It also helps to set up the employee in the organization. HR induction is a very essential
programme since it helps in the effective integration of employees in the organization. Also, it brings
about an urge and excitement to work in that particular organization among the employee.
The HR induction includes a Powerpoint presentation which is to be explained to the new joinee by
Team HR.
An Induction presentation must be informative in order to give the newly joined employees a clear idea
about the processes as well as the business and also, clear their doubts regarding the same if any.

The induction presentation of CredR includes the following :

- Information about the Business – Presence, Business Operation cities, Awards, Background of the
Company, etc.
- Vision, Mission and core Values
- CredR’s presence across India
- Organizational Structure
- Joining Details
- Confirmation Policy
- Norms regarding working hours
- Information regarding Work Offs
- Information regarding Privilege leave (PL)
- Compensation and Benefits Policy
- Information regarding Investment Declarations and Provident fund
- PMS Policy
- Personal Appearance Policy
- Anti – Bribery and Anti – Corruption Policy
- Prevention of Sexual Harassment Policy
- Grievance Redressal Process
- Disciplinary Action Policy

Thus, this gives an overview of the entire organization, it processes, norms, rules and regulations.

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3. EMPLOYEE MASTER
Employee master is a file which consists of all the important information about an employee. It consists
data of all the employees. It includes all personal as well as professional information about them.
The Employee Master file which I created for CredR included the below components :
- Employee Name
- Status (Active / Inactive)
- Mobile Number
- Gender
- Date of Birth
- Date of Joining
- Designation
- Department
- Work City
- Email ID
- Marital Status
- Aadhar Number
- PAN Number
- Permanent Address
- Temporary Address
- Confirmation Date
- Reporting Supervisor
- Family details (Names of family members and their DOBs)
- Emergency contact person’s name and contact number
- Blood group
- Highest Qualification and passing year
- Previous Employer name
- Employment experience
- Work State
- ESIC number
- UAN number

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 - Components of the Compensation structure (Annual gross salary, PLI, CTC, Gross monthly salary,
Basic salary, HRA and other allowances such as Children Education allowance, Travelling and Fuel
Allowance, Driver Allowance, Mobile Allowance and Special Allowance)
- Bank Details (Bank name, Account number and IFSC Code)

Thus, employee master is a single file which contains all the information related to the employee. Hence, it is a
very useful file in case of emergencies.

This covers my contribution to the HR Operation processes.

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 LEARNING EXPERIENCE :
The most important resource for an Organization is the Human Resource. Thus, it is very essential to
manage them properly in order to obtain efficient results from employees. This inturn helps the
organization to grow and develop and have a competitive advantage over other players in the market.
Thus, this helps to increase the profit.

The learning objectives that are mentioned above were successfully fulfilled. Necessary knowledge
about various verticals under the Human Resource function was gained and thus, it was a great learning
experience.

CredR gave me an elaborate exposure to the corporate world and the processes and happenings in the
same. It gave me opportunities to work in multiple verticals. This served various purposes. It helped me
to eradicate boredom and gave me an independence to share my own ideas and inputs regarding various
processes. The internship gave me an opportunity to streamline the processes and also a sense of
responsibility.

Thus, overall, it was a very informative span of time. It provided me clarity regarding the various career
opportunities and helped me with a broader perspective. Interaction with employees from multiple
departments widened the band of knowledge.

CredR took efforts to help me grow and develop my skills by encouraging me at frequent steps and also
by correcting me and designing a proper internship programme for me.

Hence, it was an outstanding learning experience.

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 BIBLIOGRAPHY :
www.wikipedia.com
www.credr.com
HR Induction PPT of CredR
https://www.inc.com/encyclopedia/employee-reward-and-recognition-systems.html

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