Report on RBS Bank: Skills Gap, Recruitment, and Quality Manager Role

This report provides an executive summary analyzing the issues faced by the Royal Bank of Scotland (RBS), focusing on its negative publicity and the need for a new role to address these challenges. The report details the organizational background of RBS, including its history and the impact of emerging trends in the banking industry. It identifies specific skills gaps within the organization, such as customer care, technical, and management skills. To address these gaps, the report suggests the implementation of a Quality Manager role and outlines various recruitment strategies, including advertising through national press, word of mouth, job agencies, and the internet. The report concludes by emphasizing the importance of effective recruitment in attracting suitable candidates to improve RBS's performance and address its existing problems.

RESEARCH INTO AN
ORGANISATION

EXECUTIVE SUMMARY
This report has discussed about a scenario A in which a organisation has faced issues
about its bad publicity for this purpose company wants to appoint an employee which help the
organisation to overcome the issues. These issues had given rise to the requirement of new role
in an organisation for which a company has gone through a recruitment process. This also
disused about the background of an organisation and has liked the situation of the organisation
with a scenario A. This report also has addressed the skills gaps within the organisation and what
recruitment process an organisation has adopted to attract the suitable candidates for an
organisation and it also discussed the ways of adversing the posts.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
1. INTRODUCTION.......................................................................................................................1
2. ORGANISATIONAL BACKGROUND AND IDENTIFICATION OF SKILLS GAP............1
Brief history of an organisation...................................................................................................1
How organisation or sector relate to a chosen scenario..............................................................3
Role to address skills gaps within an organisation ....................................................................3
3 APPROACH TO RECRUITMENT.............................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
APPENDIX 1...................................................................................................................................8
.........................................................................................................................................................8

1. INTRODUCTION
This report is based on a scenario in which a bank which holds a license in many
countries is facing a negative publicity due to certain issues that arose within a company. In
order to address its issue a company wants to appoint an employee which helps in steering the
company in a more complaint direction. For this purpose a company has to go through a
recruitment process which will help the company in attracting the suitable candidates for the
organisation. Recruitment may be defined as the process of attracting, short-listing, selecting and
appointing a suitable candidate for an organisation in order to fill up the required or vacant post
(Greiner, 2015). In this report Royal Bank of Scotland is taken as an organisation, this report
discusses about the background of an organisation and skill gaps faced within an organisation
(Briel and et.al.). Present report also discusses about the type of role which will be suitable
within an organisation so that it would be able address the skill gaps in an organisation. This
report also includes various types of recruitment processes which an organisation can approach
in order to attract suitable candidates for the role within an organisation.
2. ORGANISATIONAL BACKGROUND AND IDENTIFICATION OF
SKILLS GAP
Brief history of an organisation
Royal Bank of Scotland which is commonly abbreviated as RBS is one of the retail
banking subsidiaries of Royal Bank of Scotland group plc. It was founded 292 years ago in 1972
and its headquarters are at United Kingdom, Scotland and Edinburgh. Its product line includes
corporate banking, finance and insurance and consumer banking. It is owned by NatWest
Holdings. It was originated from society of the subscribed equivalent debt which was set up by
the investors. In 1728 Royal Bank of Scotland invented the overdraft which was considered as
innovation of modern banking which allowed merchant in the High Street of Edinburgh access of
1000 euros credit. A bank debuted its first branch outside office Edinburgh in 1783 as it opened
in Glasgow in a part of draper's shop in the high street. In 1969 Royal Bank of Scotland merged
with National Commerce Bank of Scotland and became the largest clearing bank of Scotland.
There have been many emerging trends in banking industry which may have a significant
impact on banking organisations. The trends may include policies, technologies, economy,
demographics and personal lifestyle. As banking industry keeps on evolving more rapidly and
banking industry is already booming. Many players in the market is continuously increasing in
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order to meet the demands of good banking services to the people. As the industry is built on a
dynamic platform and is witnessing dynamic or emerging trends which have an impact on Royal
Bank of Scotland such as:
Commitment to Physical Delivery: Digital technology has also transformed in banking which
has an impact on the organisation, due to the high cost of a traditional branch networks and with
the increase in number of transactions have force the banks to move to digital channels and now
more and more banking companies are introducing digital-only-banking entities. This trend has
made an impact on Royal Bank of Scotland which has forced it go digital and have launched
digital only banks in order to collect deposits and is now lending, investing and speciality
services are provided through digital plat forms. Improvement in technologies has forced bank to
focus on new innovations in order to increase its market share and deliver high customer
services.
Government regulations and policy changes: Banking regulations in UK has undergone a
significant changes due to financial crises. Regulatory authorities have made substantial progress
in addressing and identifying the financial crises which has made an impact on the banking
sectors of UK. This has resulted in the rigorous supervisions on the banks so that they have
strong risk management frame work and have to pay greater attention to customers. Due to
which Royal Bank of Scotland have taken steps to improve its culture and accountability of the
individuals working in the organisation. Even the political change have an impact on Royal Bank
of Scotland such as Brexit which will impact their operations in other European countries as it
will result in change in the regulations, change in the value of currency, exchange rates etc will
have an impact on the organisation.
Changing consumer habits: Customer's choice and preferences has been changing continuously
which has also effected the banking sector. Customer's lack of patience to wait in long line to
wait for their turn or to get loan approved from bank or any other function due to changing habits
have made an impact on the banking sector. Customers want banking process to be easy,
customer wants to better understand and respected, they various options how they bank and also
they demand great value form their financial products and services. All of this consumer
changing habits has made an impact on Royal Bank of Scotland. Now bank have work according
to the consumer changing habits and have to make their banking processes easy for the
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customers as customers wants payments to be done from anywhere and everywhere which has
driven to technological advances like online banking and digital banking.
How organisation or sector relate to a chosen scenario
Royal Bank of Scotland has is also facing the same situation as in the scenario A. An
organisation has failed to provide adequate service to one of its customer. As its basic needs
were not met by the organisation and was totally ignored by the staff members of the Bank. Bank
failed to meet the standards of CQC as Staff members of the bank lacked proper customer care
skills how to treat a customer. Due to which Royal Bank of Scotland received negative publicity.
Also an organisation is storing huge amount of customer data and personal records of a customer
which got hacked easily which led the security of customers on risk. The system was not built to
protect the security of the customers which was complained by the customers which led to fine to
the company as the personal security of customers was breached. There occurred a lack of skills
within an organisation such as lack of proper leadership skills as the organisation does not have a
proper leadership in the bank which results in the basic issues in an organisation. Organisation is
also faced by lack customer care skills among the staff members which have resulted in poor
service to the customers in the bank, due to which Royal Bank of Scotland has failed to meet the
quality standards and led dissatisfaction among the customers. Bank lacks employees with
technical skills and IT skills which have resulted in the breach of security of customers due to
increase in cybercrime in banking sector. Organisation is also faced by lack of management
skills due to which organisation has failed to manage its activities across the bank. Also an
organisation lacks proper communication skills which are essential for managing various
departments in an organisation.
Role to address skills gaps within an organisation
The role assigned within an organisation which can address the skills gaps faced by the
organisation is Quality Manager (Saks, 2017). Quality manager is a person which assures overall
quality of the organisation. Quality Manager will check the overall quality of an organisation
such services quality, consumer’s satisfaction, staff performance, training and development
programs etc. So it will be the responsibility of Quality Manager to identify the problems which
exist in an organisation and formulate the steps to address them so that performance of an
organisation is improved (Ragunathan, Jih and Moazed, 2015). With the help of a Quality
Manager Royal Bank of Scotland can bring the organisation on track and can help in overcome
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the problems faced by the organisation. Quality Manager will be responsible for managing the
performance of various departments in an organisation and setting a proper coordination among
the staff and departments. So this is role which lacks in Royal Bank of Scotland and should
recruit a suitable candidate which will help in meeting the requirements of the bank.
3 APPROACH TO RECRUITMENT
Recruitment may be defined as the process of hiring and finding the best qualified and
suitable candidates for the organisation. Recruitment is a positive process as it involves searching
of a prospective candidate and stimulating required candidates to apply for the job in an
organisation (Hu, 2016). As Royal Bank of Scotland is facing certain issues in an organisation
which has given rise to new job vacancy in an organisation so that it can overcome these issue in
the future. A required candidate should possess various types of skills which are required to
perform a new role in an organisation. There are various ways Royal Bank of Scotland can go for
recruiting of a suitable candidate for a new role in an organisation.
Illustration 1: Recruitment Wheel
(Source: Introduction to Human Resource Management, 2008)
a) A Recruitment Wheel is a tool which is used to focus on recruitment. With the help of a
Recruitment Wheel Royal Bank of Scotland can attract the desired candidates for an
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organisation. There are various ways through which the post of Quality manager can be
advertised which includes:
Advertisement through national press: This is the best method of advertisement to attract a
suitable candidate as this will allow high circulation of advertisement on the national level. The
advertisement posted on national newspaper should be such that it should attract only desired
candidates (Bartlett Milne and Croucher, 2018). Royal Bank of Scotland should post proper job
description in the newspaper which will help in attracting a desired candidate.
Word of Mouth: It is the simplest method of attracting the candidates for a job and it also
proves to be cost effective for an organisation. But it involves a risk of discrimination so the
organisation should establish effective communication system in order to attract a desired
candidate. Job should be advertised with proper job description and job specification in order to
attract required candidate for the job.
Agencies and job centres: It is also the effective way of recruitment but an organisation should
also be cautious regarding the quality of candidates served by these job centres (Rabin, 2018).
But retention may be a problem with such type of candidates so an organisation should retain
employees through motivation, by offering attractive salaries, providing training and
development programs etc.
Internet: An organisation can also attract employees by using internet as post the job vacancies
through different social media sites (Überschaer and Baum, 2015). An organisation should
advertise it posts by provide valid information about the company, proper address, contact
numbers, e-mail job duties etc to make it authenticity which can help in attracting suitable
candidate.
b) Royal Bank of Scotland can use advertising the post through national press because it will
help in attracting the candidates across the nation and it is the oldest way of attracting candidates
(Herneman and et.al., 2017). Word of mouth will help in attracting only interested candidates for
an organisation through word of mouth a candidate can be motivated and can be provided with
an information. Agencies and job centres will help a company in providing a suitable candidate
to the organisation as per the job specification and job description. Internet is the best way of
attracting the suitable candidate, it will attract not only local candidates but national and
international candidates for Royal Bank of Scotland
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CONCLUSION
It can be concluded from the report recruitment is an important function of an
organisation. As organisations are faced with many issues so it is important for an organisation to
formulate strategies to overcome issues within an organisation. This report concludes that there
are many types of skill gaps in an organisation such as communication skills, leadership skills,
and management skills etc which are important for Royal Bank of Scotland in delivering the
services to the customers. It is important for an organisation to fill this skills gap for this purpose
an organisation has introduced a new role within an organisation such as Quality Manager which
will help in filling skills gap. Present report also concludes that for the new role an organisation
has to go through recruitment process and select different ways of attracting suitable candidates
for a new role in an organisation. It can be also concluded that there are various ways of
advertising the new post in order to attract candidates.
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REFERENCES
Books and Journal
Bartlett, R., Milne, R. and Croucher, R., 2018. Strategies to improve recruitment of people with
dementia to research studies. Dementia, p.1471301217748503.
Briel, M and et.al., 2016. A systematic review of discontinued trials suggested that most reasons
for recruitment failure were preventable. Journal of clinical epidemiology. 80. pp.8-15.
Greiner, B., 2015. Subject pool recruitment procedures: organizing experiments with
ORSEE. Journal of the Economic Science Association. 1(1). pp.114-125.
Herneman, K and et.al., 2017. P6 A simulated emergency clinical scenario with in-situ
debriefing: an effective tool in the nursing recruitment process?.
Hu, Y., 2016. Design and Implementation of Recruitment Management System Based on
Analysis of Advantages and Disadvantages of PHP Three-Tier. Romanian Review
Precision Mechanics, Optics & Mechatronics. (49), p.74.
Rabin, R., 2018. Recruitment and selection process of Rangs Industries Limited.
Ragunathan, K., Jih, G. and Moazed, D., 2015. Epigenetic inheritance uncoupled from sequence-
specific recruitment. Science. 48(6230). p.1258699.
Saks, A. M., 2017. The Im practicality of Recruitment Research. The Blackwell handbook of
personnel selection. pp.47-72.
Überschaer, A. and Baum, M., 2015. The Impact of Employer Awards in the Recruitment
Process. In Academy of Management Proceedings (Vol. 2015, No. 1, p. 13492).
Briarcliff Manor, NY 10510: Academy of Management.
Online
Person Specification. 2019. [Online]. Available Through:
<https://hr-jobs.lancs.ac.uk/Upload/vacancies/files/4317/A2139%20-%20PS.pdf>.
Banfield, P and Kay, R., 2008. Introduction to Human Resource Management. [Online].
Available Through:<https://books.google.co.in/books?
id=E6aUKkGqXt8C&pg=PT112&lpg=PT112&dq=Recruitment+Wheel
%2Bbanfield+and+kay&source=bl&ots=X7M0avPaJI&sig=ACfU3U1pN_AiVjLewzrg
pGZ_AXxGNkaB6g&hl=en&sa=X&ved=2ahUKEwjDxrLqu9HgAhULfX0KHRbeAtU
Q6AEwA3oECAYQAQ#v=onepage&q=Recruitment%20Wheel%2Bbanfield%20and
%20kay&f=false>.
Quality Manager Job Description. 2018. [Online]. Available Through:
<https://www.bizmanualz.com/job-descriptions/sales-marketing-job-descriptions/
quality-manager-job-description>
APPENDIX 1
Job Description
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Quality manager may form an important part of an organisation and is responsible for the overall
development of an organisation. It has to ensure the quality management system of an
organisation by which an organisation can deliver satisfactory services to the customers. It can
also help in evaluation and reporting of quality systems within an organisation. A quality
manager can directly report to the higher authorities of an organisation which can increase the
performance level of the bank.(Source: Person Specification, 2019)
Person Specification Of Quality Manager
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Illustration 2: Job Description
(Source: Quality Manager Job Description, 2018)

Illustration 3: Person Specification
(Source: Person Specification, 2019)
Person specification ensures the basic requirements for the post of Quality Manager in an
organisation. It includes the experience need for the post, experience in designing and managing
of quality audit programme within an organisation. Quality manager should also have an
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