Commitment to change

Customer Focus

To achieve sustainable competitive advantage, we rely not only on strong customer service, but also on measuring customer experience. The Bank has invested in CRM Technology which provides triggers for selling various products depending on the customer profile. The Relationship Manager is a trusted advisor to the customer – they believe in the best interest of the customer and advise competitors' products, if the Bank’s product does not fit the customer needs.

Operational Excellence

With a dedicated team to monitor quality and service standards, various of HDFC Bank’s process segments, including HR Operations are ISO certified. Over 2200 quality improvement projects, aimed at improving operational excellence have been successfully implemented. Over 550 employees have qualified for Six Sigma Certification and over 80 have earned the yellow belt.

Product Leadership

HDFC Bank has consistently developed innovative products and services that attract its targeted customers. Focusing on high earnings growth and low volatility, HDFC Bank continues to develop and distribute products / services that reduce cost of funds, by leveraging its extensive branch network. The Bank actively tracks the performance of various products and depending on the feedback received, tweaks product features, to better address the customer need.

People

People are the Bank’s greatest strength. HDFC Bank believes that the ultimate identity and success of our Bank will reside in the exceptional quality of its people and their extraordinary efforts. For this reason, the Bank is committed to hiring, developing, motivating and retaining the best people in the industry.

Sustainability

We recognize Social and Environmental aspects as essential elements of a Sustainable business philosophy and are committed to enhance our performance on these fronts. We endeavour to drive a paradigm shift of viewing ESG (Environmental, Social and Governance) parameters from risks to opportunities and to incorporate social and environmental aspects into our business by embedding sustainability in our Stakeholders, Products and Services.

Paperless Banking

The ATMs at HDFC Bank have gone paperless, enabling reduction of its carbon footprint. The bank has reduced this effort a further fillip by ensuring multichannel delivery through NetBanking, PhoneBanking and MobileBanking. This reduces carbon emission from operations as well as by reducing customer travel requirements.

Solar ATMs

The Bank in order to control its environmental footprint has introduced solar ATMs. These use rechargeable Lithium Ion batteries which use solar energy for their functioning, thereby reducing the consumption of conventional energy.

Energy Management

Bank has initiated “Energy Management Module” in 100 select branches across 4 metro cities to pull data from sensors to monitor real time usage and based on analytics will help control electricity wastage. This system will also monitor diesel consumption of DG sets.

Sustainability Reporting

HDFC Bank reports on voluntary reporting standards of Global Reporting Initiative and Carbon Disclosure Report. The Bank is a signatory to the Carbon Disclosure Project (CDP) and has been reporting since 2011. The bank also finished on the CDP Leadership Index (CDLI) India in FY 2014-15. HDFC Bank released its second sustainability year for the FY 2014-15. This is a GRI G4 Comprehensive report.

Sustainable Plus

Sustainable Plus is the world’s first and only corporate sustainable label. It is based on comprehensive ESG analysis of companies which helps them to measure performance as well as identify risks that challenge sustainability of their business. Each year, CESD undertakes ESG analysis of top 100 companies across 20 sectors and provides Sustainable Plus label. HDFC Bank was rated with "Sustainable Plus Gold Label" for FY 2015, based on ESG analysis conducted on public information, scans and information request.

The stated Corporate Governance policy of the Bank is built on -

1. Strict compliance with all the regulatory requirements, in letter and spirit

2. Transparency in its operations & dealings both internally and externally

3. Following the highest standards of personal and professional ethics

4. Inculcating a sense of ethical practice in business dealings

5. Striving to create shareholder value and upholding fiduciary responsibility to shareholders. For this reason, the Bank is committed to hiring, developing, motivating and retaining the best people in the industry.

Compliance

The Bank, by virtue of its regulatory framework, complies with various applicable statutory laws and the requirements imposed by various statutory authorities. In addition to the above mandated compliance, the Bank strictly follows internal compliance practices of highest standards. The Bank's audit and compliance functions are responsible for independently evaluating the adequacy of all the internal controls and ensure that all operating and business units completely adhere to internal processes and procedures, as well as the regulatory requirements.

Disclosure

The Bank does not only comply with all the laid down disclosure norms as stipulated in the applicable statutory regulations but also proactively provides additional information in the public domain, to facilitate a better understanding of the bank's operations and performance.

Risk Management

The identification, measurement, monitoring and control of risks form the key aspects of the Bank's risk management system. As a part of the Bank's overall operational risk management strategy, there is a line of reporting in every function, which facilitates reporting and monitoring of operational risk events. Further, measurement and reporting is also achieved through various management information systems attached with various operational and risk management process.

Corporate Ethics

The Bank is committed to follow ethical practices in all its dealings. The bank deals with all stakeholders in a fair, ethical and transparent manner. It has developed comprehensive policies and procedures to sternly deal with employees who display deviant conduct or attempt to follow unethical practices.

List of CSR projects approved by Board