National Bank of Pakistan

Maryam Naeem

MC080202354

MBA (HRM)

Session-Feb 2008-Feb 2010

Submission Date: March 22, 2010

Virtual University of Pakistan

Letter of Undertaking

ii

Internship Certificate:

Dedication

I dedicate this effort to my dear Grand Maa (Late) whose prayers made me able to reach

where I am today.

Thanks Amma!

iii

iv

Acknowledgement

“IN THE NAME OF ALLAH, THE MOST GRACIOUS AND MERCIFUL, THE

BENEFICENT”

first of all I would like to bend over my head in front of ALMIGHTY ALLAH. It was

HE who direct me in every stage of my life, and who bestow me with capability to

accomplish the best and helped me to conquer every attempt and difficulty I faced during

my journey of getting professional education at VU.

At this important moment of my life when I completed my last project, I am feeling a

sense of relief and sadness at the same time, relief for having completed my MBA

program and sadness for leaving an institution, which has given me so much. I am great

full of all my instructors of Virtual University who have taught me very well.

My report will remain incomplete if I do not mention the people who helped me in

completing this work but honestly speaking there is an unending list of persons who

helped me in completion of my professional education and I think it would be a great

injustice on my part if I not thank full to them for provided me required information

moral support and cooperation.

I extremely thank full to all those people who helped me to complete my report as it is

compulsory part of the Master in Business Administration because perhaps I would not

be able to write such a report without their help and cooperation.

Especially I am very thankful to the Head of Human Resource department of NBP Mr.

Ghulam Abbas who organized my internship program and he organized it in such a way

that sufficient time was given to each department according to its importance. Besides I

appreciate the staff of Civil Line branch of NBP, which provided me with all the

information I needed.

Finally, I am very thankful to my family and my sweet friends for their prayers, love

and encouragement and their faith in my abilities. The completion of my work is the

result of their co-operation and moral support. Without their co-operation and support, a

project like this is difficult at best

Maryam Naeem

Executive Summary:

This study contains the study of Civil Line main Branch of National Bank of Pakistan

regarding Human Resource Management (HRM).

This is the age of specialization; every person must be capable in his/her particular field.

Some practical experience is necessary to enter the field because only education given in

the universities is not enough to compete with the world wide changing situation. The

field work is difficult and complicated. This is a good reason why the students of M.B.A

are being given a fair chance to get the practical area in which students have to enter after

completing education.

Internship is a vital part of MBA program. This report is a result of eight week

performance in the form of internship at National Bank of Pakistan, civil line, Main

Branch; Gujranwala. Experience was full of knowledge regarding various facets of

banking sector. This report consists of practical experience, which I achieved during

internship program.

At the commencement of internship at NBP, I was aware of what I am going to learn and

observe. People usually use to say that practical works is quite different from books or

what has been educated in colleges and universities. In real life, one has to get in touch

with public, and how to deal with them, it’s not taught in colleges and not in books even.

It’s what you get through practical work when you enter in market.

All the information in this report is based upon my observation, interviews and practical

involvement in different tasks during my internship at NBP

2

This report is being divided into various sections:

First is introductory portion which relates to introduction of the Banking sector, the

strong banking sector is the back bone of the economy of any country. One aspect of this

powerful force is government policies and foreign investments. The banks provide

lending, borrowing, safety, availability and transferability of the resources to its

customers in a better way. Then describe the brief history of the NBP that it was

established on November 9, 1949 as a semi public commercial bank. And now

Alhamdolillah, NBP has established more than 1537 branches in all over the country. In

this portion it is also describe that it is a public limited company listed in Karachi Stock

Exchange (KSE), Islamabad Stock Exchange (ISE), and Lahore Stock Exchange (LSE).

Its business volume and its products that it offers different types of products such as NBP

Karobar, NBP Advance Salary, NBP Saiban, NBP Kisan Dost, NBP Cash n Gold.

In the next portion of Organizational Structure, Organizational Hierarchy chart, how

many employees work in the organization, the location of the main offices of the

organization such as the head office of the NBP at Karachi and major branches are in

almost all big cities of the country. Introduction of all departments of the organization is

described.

In next step, I portrayed the Plan of my internship program that was organized by the HR

Manager of the Civil Line main branch Gujranwala Mr. Ghulam Abbas, and then

introduce the branch where I did my internship. And Names of the departments in which

I got training those are HR Department, Account Opening, Clearing, and Government

department. The duration of my training that was eight weeks.

At end, report shows training program in detail i.e. detailed description of the

operations/activities of the department(s) I worked in and also the detailed description of

the tasks assigned to me and how I was performed them.

3

Structure and functions of the HR Department is the most important section of the report

because it is my specialization area. In the Structure of HR Department, department

hierarchy and number of employees working under HR department is described. And in

the head of Functions of HR Department; Human resource planning and forecasting,

HRP process, Forecasting HR requirements. Employee compensation & benefits,

Organizational career management, Employee job changes, Transfer,, Promotion,

Demotion, Separations, Layoff, Termination, Resignation, Retirement, g. Labor

management relations is described.. Employee recruitment & selection, Employment

selection process, Training & development, Employee development, and performance

management, and how performance reports are written. In short, overall overview of HR

Department is given.

In the next portion critical analysis is written by keeping in view the special departments

and especially Human Resource Department which describes the present position of the

bank.

In the last, the SWOT analysis, final Recommendations & Suggestions are given to

overcome faults & troubles that are being faced by National Bank of Pakistan.

The analysis is prepared by Maryam Naeem.

4

Table of Contents: Dedication...........................................................................................................................ivAcknowledgement...............................................................................................................1Executive Summary:............................................................................................................2Brief introduction of the organization’s business sector.....................................................8Overview of organization..................................................................................................10Brief history.......................................................................................................................10Vision.................................................................................................................................11Mission:.............................................................................................................................11Nature of the organization.................................................................................................12Business volume................................................................................................................12NBP Product lines:............................................................................................................12

Services Offered By NBP..............................................................................................15Competitors:..................................................................................................................17

Organizational Structure....................................................................................................18Organizational Hierarchy chart:....................................................................................18Number of employees....................................................................................................20Main offices...................................................................................................................20NBP REGIONAL OFFICES;........................................................................................22NBP OVERSEAS BRANCHES....................................................................................23

Introduction of all departments..........................................................................................241. Deposit Department...............................................................................................252. Account Opening Department:..............................................................................253. Bills Remittance Department.................................................................................264. Cash Department...................................................................................................265. Clearing Department..............................................................................................276. Credit Department;................................................................................................277. Government Department;......................................................................................288. HR Department;.....................................................................................................28

Comments on Organizational structure.............................................................................29Plan of your internship program:.......................................................................................30

A brief introduction of the branch where you did your internship................................30Starting and ending dates of your internship.................................................................31Names of the departments in which you got training and the duration of your training.......................................................................................................................................31

Training program...............................................................................................................31Huaman Resource Depatment.......................................................................................32(HR Development & Personal Section).........................................................................32Employee Welfare and Benefits Section.......................................................................33

ACCOUNT OPENING DEPARTMENT..........................................................................37ACCOUNT OPENING AT NBP;.................................................................................37RESPONSIBILITIES OF ACCOUNT OPENING DEPARTMENT;..........................37ACCOUNT OPENING;................................................................................................38DOCUMENTATION:...................................................................................................38INDIVIDUAL ACCOUNT;..........................................................................................38JOINT ACCOUNT;.......................................................................................................39

5

SOLE PROPRIETOR ACCOUNT;..............................................................................39PARTNERSHIP ACCOUNT;.......................................................................................40COMPANY ACCOUNTS;............................................................................................40MINOR ACCOUNT;.....................................................................................................40ACCOUNTS OF THE WELFARE/ SOCIETIES/CLUBS/ NGOS..............................41

TYPES OF ACCOUNTS;.................................................................................................41CURRENT ACCOUNT;...............................................................................................41PLS SAVINGS ACCOUNT;.........................................................................................42

PROCEDURE OF ACCOUNT OPENING;.....................................................................43A. ACCOUNT OPENING FORM;...............................................................................43CONTENTS OF ACCOUNT OPENING FORM;........................................................43ACCEPTANCE AND VERIFICATION OF DOCUMENTS:.....................................46CLOSING OF ACCOUNT;..........................................................................................49UPDATING OF ACCOUNT........................................................................................49GOVERNMENT DEPARTMENT...............................................................................50GOVERNMENT RECEIPTS;.......................................................................................50GOVERNMENT PAYMENTS;....................................................................................50DOCUMENTS REQUIRED FOR THE PENSION PAYMENTS:..............................51

DOCUMENTATION;...............................................................................................51SUBMISSION OF DOCUMENTS;..........................................................................52

TO TREASURY BRANCH:.........................................................................................52TO STATE BANK:.......................................................................................................52STANDERS:..................................................................................................................53BRANCH MANAGER DUTY REGARDING PENSION;..........................................53RESONSIBLITY OF THE GOVERNMENT OFFICERS;..........................................53DUTIES OF OG-I OFFICER IN GOVERNMENT DEPARTMENT;.........................54DUTIES OF OG-II OFFICER IN GOVERNMENT DEPARTMENT;........................54DUTIES OF MESSENGER IN GOVERNMENT DEPARTMENT;...........................55CLEARING DEPARTMENT.......................................................................................56

CLEARING...............................................................................................................56LOCAL CLEARING (NIFT);...................................................................................57

IN CASE OF INSTRUMENT OF NBP........................................................................58BANK CHARGES FOR OTHER BANKS INSTRUMENT........................................58ACCEPT CROSS CHEQUE OR REMITTANCE FROM OUR LOCAL BRANCH;.59PROCEDURE OF CLEARING....................................................................................61NEXT DAY PROCESS.................................................................................................62INWARD CLEARANCE..............................................................................................62FOLLOWING REQUIREMENT FULFILL.................................................................62

PROCESS OF CHEQUE RETURN (S.C)................................................................63CLEARING SECTION TABLES USED TO KEEP RECORD...................................64ORDINARY OUTWARD.............................................................................................65INTERCITY CLEARING INWARD............................................................................65INTERCITY CLEARING OUTWARD........................................................................65SAME DAY CLEARING.............................................................................................66INPUT TABLE..............................................................................................................66S.C FANFOLDS............................................................................................................66

6

RESPONDING ENTRIES.............................................................................................66SUMMARY.......................................................................................................................67Detailed description of the tasks assigned.........................................................................67Structure of the HR Department........................................................................................69Department hierarchy........................................................................................................69Number of employees working under HR department......................................................69Any sub-department if exists under HR department.........................................................70Functions of HR Department.............................................................................................71

Human resource planning and forecasting....................................................................71HRP process...................................................................................................................71Employee development.................................................................................................76

Procedure of Termination:.................................................................................................87Resignation........................................................................................................................88Retirement..........................................................................................................................89Labor management relations..............................................................................................89Critical analysis:................................................................................................................90SWOT analysis:.................................................................................................................91Conclusion:........................................................................................................................94Recommendations:............................................................................................................95Reference & Sources used.................................................................................................96Annexes.............................................................................................................................97

7

Brief introduction of the organization’s business sector

A bank is a financial institution and is licensed by Government. To provide the financial

services to its customers is the primary activity of any bank. Bank enriches its investors.

Financial activities like investment funds and taking part in financial markets is done by

banking sector.

Financial institutions, like in Germany, banks have possessed large stakes in industrial

businesses but in some other countries like US banks are not allowed for possession of

non financial companies. Banks are the link of a cross share holding entity called

“ZAIBATSU”.

Government regulations level of banking sector varies broadly from country to country,

like ICELAND who is having comparatively light regulations of banking business.

Whereas countries like CHINA who have large variety of rules and regulations but have

no systematic process that can be followed typical of a communist system.

Different definitions give different understanding of different concepts of banking. These

are:

8

Samuelson Says:

“Commercial banks provide certain services for customers and in return receive

payments from them.”

Holder Describes:

“The modern banker is primarily a dealer in credit.”

According to Crowther:

“Bank is a dealer of debt, his own and of other people.”

Gilbert Points of view:

“A bank is a dealer in capital or dealer in money. He is an intermediary party between

the borrowers and lenders.”

The banks services were very poorly exaggerated At the time of independence in 1947

and by June 30, 1948, the number of offices of scheduled banks came down to only 81 in

the territories comprising Pakistan; but there were following 14 scheduled Pakistani

commercial banks with 3323 offices all over the Pakistan and 74 offices in foreign

countries by December 31, 1973.

National Bank of Pakistan

United Bank Limited.

Punjab Provincial Cooperative bank limited.

Habib bank (Overseas) Limited

Muslim Commercial Bank Limited.

Bank of Bahawalpur Limited.

Standard bank Limited.

Australasia bank limited.

Commerce bank limited.

9

Premier bank limited

Sarhad Bank limited

Pak bank limited.

Lahore Commercial bank limited.

Commercial banks have duly played a vital role as a fuel of people's saving to constitute

the most important source of financing in country economy. The truth shows that

commercial banking has completed marvelous progress and achieved a phenomenal

growth since independence.. However it was felt that these bank failed to ensure that the

resources so mobilized by them flow in those sectors of economy where they would

produce the goods and services needed badly by a very large number of people in

Pakistan.

Overview of organization

Brief history“One way to keep momentum going is to have constantly greater goals”

At the freedom of Pakistan the banks services were badly affected by the political

conditions of the country and banks were not working according to the mark, in order to

cope with the crisis conditions which were developed after trade deadlock with India and

devaluation of Indian rupee National Bank of Pakistan was established on November 9,

1949 as a semi public commercial bank under the National Bank of Pakistan. The main

purpose of the National Bank of Pakistan at its initial stage is to extend credit to the

agriculture sector.

At that time the crises were on their peak so the main purpose of National Bank

of Pakistan was to face the problems that had arisen with regard to financing of jute trade.

National Bank started its functions on November 20, 1949 with its very important eight

jute centers in the East Pakistan. Mr.Ghulam Farooq was announced the first chairman of

Jute Board and Mumtaz Hassan was announced the first chairman of National Bank of

Pakistan. National Bank of Pakistan was remained totally under the Jute Operations till

1950. The first M.D of the National Bank of Pakistan was Mr. M.A. Muhajir. In 1952

10

Governor of State Bank of Pakistan decided to replace Imperial Bank of India by

National Bank of Pakistan.

By becoming Mr. Mumtaz Hassan the MD of NBP, the number of branches,

deposits and the number of employees had increased significantly as compare earlier, it

was all happen by the great struggle of Mr. Mumtaz Hussan. In Dec. 1966 its 600th

branch was opened raising the deposits to 2.31 billion, and staff to 14, 963. Up to 1965,

the shareholders had received 225% of their original investment. Now it has more than

21549 employees 1537 branches and Rs.208283 million deposits.

National Bank Pakistan has a matchless position in the financial sector of

Pakistan. It is the agent of the Stats Bank of Pakistan where it has no its own Branch. The

National Bank of Pakistan is the largest Commercial Bank of Pakistan and transacts all

types of Banking Business. The Head Office of the Bank is at Karachi.

National Bank of Pakistan is the first bank in the country to introduce and

implement supervised Ruler Credit Programmed help small farmer to obtain loans at his

doorsteps on easy terms and conditions. It has also played a pioneering role in

introduction of profit and loss sharing System (PLS) as a major towards Islamization of

economy.

While it continues to act as trustee of public funds and as the agent to the State Bank of

Pakistan (in places where SBP does not have a presence) it has diversified its business

portfolio and is today a major lead player in the debt equity market, corporate investment

banking, retail and consumer banking, agricultural financing, treasury services and is

showing growing interest in promoting and developing the country's small and medium

enterprises and at the same time fulfilling its social responsibilities, as a corporate citizen.

NBP is 100% owned by the Government of Pakistan (GOP).

Vision“To be recognized as a leader and a brand synonymous with trust, highest standards of service quality, international best practices and social responsibility.”

Mission:NBP will aspire to the values that make NBP truly the Nation’s Bank by:

11

Creating a distinctive brand identity by giving the highest principles of services Institutionalizing a merit and performance culture Adopting the best international management practices Discharging our responsibility as a good corporate citizen of Pakistan and in

countries where we operate. Maximizing stake holder’s value

Nature of the organizationNational Bank of Pakistan is a banking organization, a public limited company listed in

Karachi Stock Exchange (KSE), Islamabad Stock Exchange (ISE), and Lahore Stock

Exchange (LSE).

Business volume Bank paid up capital Rs8969 millions Net assets Rs102459218 Share capital Rs8154319 Reserves Rs15772124 Earning per share is Rs23.34

NBP Product lines:ATM / Debit Cards

Protection Shield Insurance

Remittance Facilities

Advance Salary (Personal loan)

Cash and Gold (loan Secured

against Gold)

SME / Commercial Financing

Trade Finance Facilities

Current, Savings, Term, Foreign

Currency Accounts

Kissan Dost Taquat

Cash Management / Financial

Institutions

Treasury Services to

Government

Islamic Banking Products

Finance / Credit Facilities

Loan Syndication

Structured Finance

Project Finance

Financial Advisory Service

12

(Agriculture)

NBP Saibaan (Housing

Finance)

NBP Karobar (Micro Finance)

Commodity Finance

Investor Advantage (Margin

Financing)

NBP Premium Aamdani

NBP Premium Saver

NBP Karobar

Investments / Participations

Proprietary Equity Trading

NBP Cash n Gold

NBP Kisan Taqat

NBP Kisan Dost

NBP Pak Remit

NBP Protection Shield

NBP Saiban

NBP Advance Salary

NBP Cash Card

NBP Investor Advantage

Detail of some of products is as follows:

PREMIUM SAVER (your saving reward)PLS Saving Account:

In profit and loss saving account you can earn up to 7.25% per year and for it minimum

saving balance should be more than Rs. 20,000/- and a maximum balance of Rs.

300,000/-. One can withdraw twice in a month and there is no limit on number of deposit

transactions. Profit calculated on monthly and paid on half yearly basis.

NBP SAIBAAN(Home Financing)

One can purchase one’s home, construct one’s home, home renovation and purchase of

land and built it.

NBP ADVANCE SALARY(Personal Loan)

The product is for permanent employees of Government, partly Government and

independent bodies getting salaries through NBP accounts. Easy payment of 1 to 60

months at one’s choice, no lowest income sanctuary and insurance charges required.

13

NBP CASH AND GOLD(Ready Cash against Gold)

Meet need for ready cash against idle gold jewelry with no minimum limits, facility of

Rs. 10,000/-against each 10 g of net weight of Gold Ornaments maximum limit of each,

repayment after 1 year, no punishment for repayment.

AGRICULTURE FARMING PROGRAM

NBP has made Agriculture easy by introducing NBP Kisan Taqat & NBP Kisan Dost.

Farmers can get up to Rs. 500,000/- for landless farmers against personal guarantee and

they can also get suitable technological direction the bank. Loan facility on rotating basis

for three years (renewable on yearly basis without documentation and approval)

NBP CASH CARD

This facility provides by the NBP very efficiently, you can withdraw cash up to Rs.

20,000/- per day. Automatically account balance inquiry, mini statement and NBP also

provides PIN Change facility.

NBP INVESTOR ADVANTAGE(Financing Facility for Stock Investors)

NBP provides many advantages to the investors because there are no security

requirements, except customer’s equity. Customer’s justice is freely presented for

investment. Equity is tolerable in only cash or approved shares.

NBP KAROBAR MERA APNA KAROBAR

Now one can get up to Rs. 200,000/- and for start one’s own Business, and the age for

gaining the loan is 18-45 years. Mark up 1 year KIBOR + 2.00p.a. The customer will pay

markup at 6% p.a.

PREMIUM AAMDANI (Unprecedented safety, unprecedented

return)Monthly income scheme

14

By using Premium Aamdani earn up to 11% per year and for this return minimum

amount must be Rs. 20,000/- and maximum deposit of Rs. 5,000,000/- for 5 years. Enjoy

the running finance facility up to 90%.

NBP'S INTERNET BASED HOME REMITTANCES SERVICE

Pak remit is an internet based Home Remittance Service. This service is accessible to

U.S. inhabitants for distribution money to their relatives and associates in Pakistan. This

service is available for 24 hours a day, 7 days a week. Fees and exchange rate have been

set at spirited levels and the remitters have the ability to track delivery of funds as well.

NBP PROTECTION SHIELD

NBP provides protection shield for this no documentation required, no medical required,

Premium Auto Debit facility & choice of deactivation, Coverage includes death due to:

Natural Calamities e.g. Earthquake, Flood, Cyclone etc

Services Offered By NBP

Corporate Finance

Working Capital and Short Term Loans

Medium Term Loans and Project

Financing

Loan Structuring and Syndication

Cash Management Service

International Banking

Disbursement of Pensions (EOBI)

Musharika

Ijara

Mudarba

PLS Term Deposits

PLS Saving Accounts

Current Accounts

Utility Bills

Provincial Collections

Sale and Purchase of Prize Bonds

Foreign Remittances

National Income Daily Account (NIDA)

Commercial Finance

Agriculture Financing (Medium to Long

Term)

Letters of Credit

Traveler’s Cheque

Pay Orders

Mail Transfers

Government Treasury Functions

Government Receipt and Payments

15

Demand Drafts Farm Credit

Detail of some services is as follows:

DEMAND DRAFTS

It is a simple, safe, rapid and reliable way to shift money. For the transformation of the

money an individual has an account in the bank or not can purchase it from any branch of

NBP at very affordable rates.

MAIL TRANSFERS

One can move one’s money safely and quickly using NBP Mail Transfer service.  NBP

also offer the most competitive rates in the market.

PAY ORDER

Another reason to move money from one place to another by using NBP’s services is Pay

Order. The charges of this service are very reasonable. Pay orders of NBP are a safe and

straightforward way to shift money from one place to another. 

LETTER OF CREDIT

NBP is faithful to present its industrial clients the widest variety of options in the part of

money move.  If someone is interested then Letter of Credit service by NBP is a service

for business enterprise and it is fulfill the necessities of commercial enterprises. With

rational rates, safety, and easiness of transaction, NBP Letters of Credit are the best way

to do business transactions.

 

MAIL TRANSFER

16

It is faster mode of transfer money than demand draft. Mail transfer is the inter city

transfer of money between two branches of a bank, through mail/currier.

PAYMENT ORDERS

If the customer or account holder wants to make payment within the city, then this is

done through P.O. It can’t be cancelled without the consent of both parties.

PLS TERM DEPOSITS

In case of fixed deposit account deposit is made for a fixed period and money deposited

can be with drawn before the end of period fixed or before giving an advance notice to

the Bank. Fixed deposit carries a higher rate of interest than the other type of bank

account and the rate of interest rises with the length of the period and the amount of

deposit.

FOREIGN REMITTANCE

The bank offers the overseas remittance services to the student studying out side the

country. NBP also offers foreign exchange in the form of traveler’s cheques to the

intending visitors.

CURRENT ACCOUNT

These accounts are opened with the minimum amount of Rs.1000/ no interest is

permissible by the bank. The funds held in the account are payable on demand without

any limits on withdrawals. The bank normally opens current account for the business

need of the firms.

Competitors:

17

The competitors of the National Bank of Pakistan are as follows:

Askari Bank

Habib Bank Limited

United Bank Limited

First Woman Bank

Muslim Commercial Bank

PICIC Commercial Bank

Bank of Punjab

Dubai Islamic Bank

National Savings

Allied Bank Limited

Saudi Pak Commercial Bank

Ltd

Union Bank Limited

Faysal Bank

Standard Charter

Prime Bank

Bank Al-Falah

My bank

Silk Bank

Sonehri Bank

Metropolitan Bank

Arif Habib Bank

The Bank of Khaibar

Bolan Bank Limited

Platinum Commercial Bank Ltd

Mashreq Bank

Organizational Structure

Organizational Hierarchy chart:NBP’s Hierarchy is a follows:

18

Chairman and President

EBD and TD

Operation Group

Compliance Group

Treasury Management Group

Regional Compliance Chief

Regional Business Chief

Regional Credit Management Chief

Regional Operations Chief

Regional HR Chief

Overseas Offices

29 Regional Offices

Overseas Coordination and management group

Financial Control Division

Commercial and Retail

Banking Group

Credit Management Group

Islamic Banking Division

Audit and Inspection Group

Special Asset Management Group

Corporate and Investment Banking Group

Credit Committee

Assets and Liability Committee

Operations Committee

Islamic Banking and Subsidiaries

IT Sub Committee

Sports and Culture Committee

HRM Sub Committee

Audit Committee

Board of Directors

Secretary Board of Director Group

IT Group

President Secretariat

Management Committee

Board-Sub Committees

HRM and Admin Group

19

Number of employeesIn Overall Organization=15204

In Civil Lines Branch=50

Main officesThe Head Office of the National Bank of Pakistan is at Karachi. NBP carries on its

business all the way through a wide set up of branches those are situated in the country

and out of the country very professionally and in point of fact. All branches execute their

functions under the rule of local Regional Offices and regional offices are proscribed by

the Head Office situated a superb building in the heart of Karachi’s center.

NBP has a wide domestic branch network consist of more than 1500 branches situated in

all over the country. NBP has also more than 24 branches out of the country.

SINDH

In the Sindh the main offices of the NBP are in the following cities;

Karachi

Dadu/ Sanghar

Hyderabad

Jacobabad/ Shikarpur

Larkana

Mirpurkhas/ Badin

Nawabshah/ N' Feroze

Sukkur/ Khairpur

20

Tharparkar

PUNJAB;

Punjab has the main offices of the NBP in the following cities;

Lahore

Faisalabad

Gujranwala

Sialkot/ Narowal

Islamabad

Jhang

Jhelum/ Gujrat/ Chakwal

Bahawalpur

D.G. Khan/ RYKhan

Multan/ Baha'nagar

Murree/ Attock/ Gilgit

Rawalpindi

Sahiwal

Sargodha/ Sheikhupura

NWFP’

In the NEFP main offices are in the following cities;

Peshawar

Abbott Abad

D.I. Khan

Kohat

Mardan

21

BALUCHISTAN;

Main Branches of NBP are in the following cities;

Queta

Azad Kashmir

Muzaffarabad

Mirpur

NBP REGIONAL OFFICES; Karachi (South)

Karachi (West)

Hyderabad

Larkana

Sukkur

Quetta

Gawadar

Lahore (Central)

Lahore (East)

Gujranwala

Sialkot

Faisalabad

Jhang

Sargodha

Multan

Bahawalpur

Dera Ghazi Khan

Sahiwal

Federal Capital Islamabad

Rawalpindi

Jhelum

Gujarat

Peshawar

Mardan

Dera Ismail Khan

Abbott Abad

Muzaffarabad (A.K.)

Mirpur (A.K.)

Gilgit (sub-region)

22

NBP OVERSEAS BRANCHES

America and Europe Region

1) USA

2) Canada

3) Germany

4) France

Far East Region

1) Hong Kong

2) Japan

3) South Korea

4) China

Middle East, Africa & South Asia Region

1) Bahrain

2) Egypt

3) Bangladesh

4) EPZ

Central Asian Republics

1) Afghanistan

23

2) Turkmenistan

3) Kyrgyz Republic

4) Kazakhstan

5) Uzbekistan

6) Azerbaijan

Subsidiary;

1. NBP Kazakhstan (Almaty)

Joint Venture;

1. United National Bank (UK)

Representative Off;

1. Canada (Toronto)

2. USA (Chicago)

3. China (Beijing)

4. Uzbekistan (Tashkent

Introduction of all departments

Following are departments in NBP:

1. Deposit Department

2. Account Opening Department

3. Bills Remittance Department

24

4. Cash Department

5. Clearing Department

6. Credit Department

7. Government Department

8. HR Department

1. Deposit Department

It is state that deposits are the blood of banks due to entire body of financial institutions

to get work. The reason is that the main function of the banks is that they activate the

money in the economy. Deposits as the banks get them by borrowing are the liability of

the bank and the profit of the bank is measured by the difference between banks borrow

and lend the money. The money is borrowed from them who have access capital.

The following types of ledgers are concerned with deposit department:

Saving Ledgers

Current Ledgers

Profit and Loss Sharing Ledgers

Fixed Deposit Register

Cash Book

Daily Profit and Loss Summary Book

Voucher Register

2. Account Opening Department:

This department is related to open new accounts of the customers and infect opening of

an account is the establishment of the relationship between the bank and customer. By

opening an account at a bank a person becomes a ‘customer’ of the bank.

Opening of an account is of essential for a bank, great care should be taken in this matter.

NBP has precise the system and method for opening on account which are severely

abided by all its branches. Following are the types of accounts open in the NBP;

Current

25

PLS SNTDR

PLS saving

FC

PLS term

Premium saver

BBA

Call deposit

NIDA

3. Bills Remittance Department

Remittance means transfer money from one place to another place. NBP provides

number of services to transfer money from one place to another place. Pak remit is an

internet based Home Remittance Service. This service is available to U.S. inhabitants for

sending money to their relatives and friends in Pakistan. Bills Remittance Department

also works on Payment Orders and Short Credit.

The following are the main functions of this department. Remittance can take place in

three different ways.

Demand Draft

Mail Transfer

Telegraphic Transfer

4. Cash Department

The most important section in the bank is Cash Department. The reason is that it

performs the following three main functions: Bank payments & receipts; Payments

against cheques are the bank payments and bank receipts include cash deposits made by

account holders. Government receipts & payments; Government receipts means

collection of income tax, property tax, sales tax and traffic challans are the Government

receipts and Government payments are the salary payments to Government employees

26

and Pension payments. Collection of utility bills; Utility bills include electricity, gas and

water bills. It also includes Ptcl bills.

The following books are maintained in the cash department:-

Receiving Cashier Books

Token Book

Paying Cashier Book

Scroll Books

Cash Balance Book

5. Clearing Department

“It is the place where both the debtors and creditors are different commercial banks

and they settle their claims.” Clearing is the transfer of funds from one branch of bank

to the other branch of the same bank or the other bank on which the instrument is

drawn, without involving the cash through state bank’s clearing house.

All commercial banks are the members of the banker’s clearing house which make

easy the settling of daily balances due between member banks arising from the

cheques and cash transactions throughout the country, whether by the general public

or individual banks.

Following are types of cheques collected for clearing:

Clearing cheques

Transfer cheques

Collection cheques

There are two types of clearing:

Outward Clearing

Inward Clearing

.

6. Credit Department;

27

The banks lend money by keeping some worthwhile securities, and banks are preferred

such types of securities those are not easily depreciate; they also lend money against

promissory note. The main purpose of the banks is to lend money because it is the main

source of profit generation for the banks. For this purpose State Bank of Pakistan has

approved set of laws named as “PRUDENTIAL REGULATIONS”, this law is strictly

followed by all the banks and if any bank does not obey this law then it should be

punished by penalties under the rule of SBP PR(S).

Credit Department is associated with other three departments related to financing i.e.

Trade Finance

Ijarah

Corporate Banking

7. Government Department;

Payment of pension also is being done by this department. Department of Government

section receives all the provincial and central receipts. NBP makes payments to

following:

Retired officers of Armed forces

Civilian

Retired officers of PAF and families

Defense civilian pensioners

Others ( KRL, OGDC, PAEC/ PR, RANGERS)

Documents required for the pension payments:

Pension payment order

No and date of NIC

Pension book

Photographs of the pensioner

Two specimen signature, thumb and finger impression.

28

8. HR Department;

HR Department provides basic background information about the organization to new

employees. All new employees are provided information about the working

environment, working hours and vacations by HR Department. It may be an informal

introduction or a lengthy formal course. NBP always exhibits a warm and cooperative

attitude towards new employees and welcomes them. It is accountability of HR

Department to manage employee’s relations and Job changes outside the organization or

within the organization i.e. Promotion, Transfer, and Demotion is also take place under

HR Department. Separations like Termination, Layoff, Resignation and Retirement are

also HR functions. It relates to hiring, compensation firing, and training of the

employees.

The functions under HR Department are:

Medical

Disciplinary cases

Staff loan

Leave record of employee

Performance appraisal

Office order

Manpower planning

Comments on Organizational structure

Structure of National Bank of Pakistan is Bureaucratic Structure; it is a structure that

stress highly routine operating tasks achieved through specialization, in this structure

much formalized rules and regulations are followed, tasks are grouped into functional

departments, centralized authority, narrow spans of control, and decision making that

follows the chain of command. The structure of National Bank of Pakistan is very

centralizes decision are taken on time, Policies are issued by the head office and is

29

implemented within the bank as per the guidelines. There is a branch manager who looks

after the overall working of the branch and who directs the working of the bank

according to the instructions. It has the ability of innovation response to changing

environment, high ability of conflict resolution. Every person within each department is

assigned various tasks which increase their task performing ability via job rotation. No

department has interference in the working of other department. It increases the

efficiency of the department, as there is no external involvement by any person. Neither

they are answerable to any person with whom they are not directly concerned.

This reduces the ambiguities and complexities. The works are properly assigned and

delegated. Everyone knows whom to report in case of emergency and what to do in time

of crisis. The officers are well coordinated and assist each other in their work. There

exists a friendly work environment. Every one is given promotion opportunity. Overall,

the environment of NB bank is very well established and admirable. The way the

organizations structured is brilliant.

Plan of your internship program:

A brief introduction of the branch where you did your internshipI preferred to do my internship at National Bank of Pakistan the reason was that it is

largest and leading commercial banks of Pakistan and I want to continue my learning at

well reputed organization which would be productive both for the organization and me as

well. NBP is responsible to provide all services to its customer. .

When I joined the bank, I had no practical experience with regard to working of a regular

bank. Then I got an opportunity from the university authorities to join and work with

NBP to get experience of the rules and regulations that bank follows.

I left the bank with a thirst to learn more. I seek a chance in order to survive in a banking

environment.

Branch of NBP where I did my internship is the main Branch of Gujranwala and it is

located at Civil Line near Civil Hospital Gujranwala. By size, it’s a large level branch

having more than 50 employees working in it. There are 8 office boys working in the

bank. All offices are well furnished and managed accurately that there is no confusion or

mistake occurs in finding any office. By look its building look is very attractive.

30

The working and learning environment of the bank is very valuable and high quality.

Employees are ready to coordinate with you in all of your queries. I worked there for

eight weeks are learned a lot in this very short span of time. The whole staff of NBP bank

is very promising and intellectual, expert in their work, well mannered and efficient.

When you enter the bank, you can feel the difference at first sight. This branch is on the

way of progress by leaps and bound.

Starting and ending dates of your internship

I started my internship in National Bank of Pakistan on 15th November 2009. I worked

there for 8 weeks. My internship ended on 15th January 2010.

Names of the departments in which you got training and the duration of your training

During the short time period of my internship in National Bank of Pakistan, I was given a

chance to work in following four departments of the bank;

1. HR Department

2. Account Opening Department

3. Government Department

4. Clearing Department

The purpose was to give me a close look of the whole working of a banking institution. I

spent 2 weeks in each department to learn more and more from the appointed staff; it’s

really a wonderful learning experience.

Training program Detailed description of the operations/activities of the department(s) I worked in.

During the short time period of eight weeks of my internship in National Bank of

Pakistan, I was given an opportunity to work in four departments of the bank. . The

purpose was to give me a close look of the whole working of these departments. I spent

two weeks in each department and trying to gain maximum knowledge.

31

I have covered following departments in NATIONAL BANK OF PAKISTAN civil lines

branch gujranwala.

HR Department

Accounts Opening Department

Government Department

Clearing Department

Huaman Resource Depatment

“To understand the heart and mind of a person, look not at what he has already achieved, but at what he aspires to”

HRM department: During my internship period I learnt about how to handle different

people in diverse state of affairs, how to perform job well etc. In HRM I studied about

hoe to handle the human resource and how it will be adjust in desired departments proper

planning is required to make every task attainable.

I work with Mr. Ghulam Abbass HR Manager (OG-II / MTO) of National Bank of

Pakistan civil lines branch Gujranwala and I observed the following duties that must be

preformed by HR Manager to deal with human resource effectively and obtain the

desired objects and goals.

Description of some of duties is as follows:

(HR Development & Personal Section) He will be responsible to conduct the Job Analysis of the branch.

He will be responsible to update HRIS of the branch.

He will be responsible to coordinate with Regional Office for the effective

implementation of Employee Mentoring / Communication Programs or any other

program.

He will be responsible to maintain staff rotation records within the branch.

He will be responsible to coordinate Training program.

32

Coordinate with Regional Office regarding the effective implementation of TNA

for employee’s development.

He will be responsible to conduct/determine skill Gap Analysis of the employees.

He will be responsible for pay-for-performance implementation and handle all

related issues.

He will be responsible for effective implementation of Performance Standards as

per laid down procedures.

He will be responsible to assist in Manpower Planning Exercise.

Maintenance of all HR related records of Executives/Officers/Staff posted at

branch.

Preparation of Seniority lists.

Correspondence relating to Temporary Employees of the branch and maintenance

of their list.

GHS/VHS correspondence, if any.

Preparation/processing of appraisals of Executive/officers/Staff posted at the

branch.

Preparation of all returns/statistics of staff position to Regional Office/Head

Office

Processing of Audit & Inspection related to HRM Section of branch.

Finalization of payments, salaries/perks and all kind of benefits pertaining to

human resource.

He will be responsible for processing/correspondence regarding Encashment of

LPR/Optional Retirement of Officers/Executives/Staff.

He will be responsible for fixation of pay on promotions and revised salaries of

Executives/Officers/Staff posted at branch.

Employee Welfare and Benefits Section

He will process staff loans/medical Bills & Facilities/TA Bills to Employees and their

dependents.

He will follow-up pending cases with RO/HO relating to HR.

33

He will be processing of Medical Bills & Facilities/Hospitalization Bills of retired

employees.

He will maintain all cases/correspondence files/books pertaining to this section

He will process all cases of Educational Stipend, Marriage Grant, Honorarium for

securing 1st position/Hafiz-e-Quran, Transfer Grant, Funeral Charges, office Work

expenses and monthly subscription to newspapers/ journals/ magazines/ periodical.

He will be responsible for preparation of austerity statement.

Frauds and Forgeries.

He will be responsible to look after all cases relating to Fraud, Forgery / Dacoit cases

pending with Govt/Law enforcement Agencies or Regulators.

Preparation/presentation of all ripe cases before the competent authority at Region/HO

for final decision.

All allied/related correspondence with regard to above assignments and any other duties

to be assigned to him/her by his/her superiors.

In HRM Department, I observed the following rules and regulations for Leave.

Leaves in Days

Casual leaves=18

Privilege Leave=30

Sick Leave=20

Maternity Leave=90

Ex Pakistan Leave=45 days for Hajj

Staff loan:

I observed the following procedure of issuing staff loan to staff members to help

them out of financial Problems

Staff loan sanctioned by Regional HR Chief.

Vouchers are prepared for salary and staff loan.

Invoices include all kind of allowances, loan details, tax deduction.

34

Vouchers and invoices are signed by HR manager and operations manager.

Documents are sent to transfer terminal.

Terminal member punches, credits, and transfers the salary and loan installments to

relative PLS Accounts.

Demand finance has different kinds of loans. Following is the detail of different Loans

Category Markup

(%age)

Tenure

(Years/Days)

Minimum

Amount

(Rs.)

Maximum

Amount

(Rs.)

House

Building

Finance (HBF)

3% 20 Years

1200, 000 for

Officers

700,000 for

clerical and non

clerical staff

110% of basic

salary

Motorcar

Finance

4% 10 Years 90% of the cost

of Suzuki

Cultus

(Officers)

90% of the cost

of Liana

(Executives till

AVP)

As same as

minimum

amount

35

90% of the cost

of Corolla

Excel

(SVP/SEVP

etc.)

550,000 for

clerical and non

clerical staff

Motorcycle

Finance

Free of markup 10 Years 80,000(for All) As same as

minimum

amount

Computer

Loan

4% 5 Years 50,000(for all) As same as

minimum

amount

18 months

House Rent

Free of markup 18 months House Rent per

month*18

House Rent per

month*18

Note: Advance House Rent is taken once by employee and is being deducted from salary

every month and amount is covered by bank in 18 months. No markup is required.

Medical facility:

HRM gives medical allowance in the following manner to help the staff members.

1. within Ceiling Facility:

Clerical/Non Clerical

156% of Basic Salary

Officers

114% of Basic Salary

Executives

36

102% of Basic Salary

Following types of bills can be claimed:

Consultancy Bills

Lab Test

Dental test

2. Hospitalization:

Approved by bank

E.g. Gondal Complex, Fazal, Chaudhry

Application is being approved and then whole procedure is started.

3. In excess of Ceiling (prolonged illness)

12 diseases e.g. sugar, hepatitis, cancer

Such patients who have to take medicines monthly and an incentive are given to them in

the form of salary.

ACCOUNT OPENING DEPARTMENT

The opening of an account is the establishment of the banker customer relationship. By

opening an account at a bank a person becomes a ‘customer’ of the bank.

ACCOUNT OPENING AT NBP;

As the opening of an account is of crucial importance for a bank, great care should be

taken in this matter. NBP has specified the rules and procedure for opening on account

which are strictly abide by all its branches.

RESPONSIBILITIES OF ACCOUNT OPENING DEPARTMENT;

Following are the responsibilities of the account opening department;

Account opening

37

Documentation at the time of opening of an account

Issue cheque book

Closure of an account

ACCOUNT OPENING;Whenever a new customer enters in the bank with the intention to open an account, the

banker is required to determine his/her category according to his status and needs. NBP

has following categories of accounts:

Individual Account

Joint Account

Minor Account

Sole proprietor Account

Partnership Account

Company Accounts

Accounts of the Welfare/ Societies/Clubs/ NGOs

DOCUMENTATION:

Each one of these account has different requirements with regard to the documentation.

But the documents which are common in all these categories are:

Computerized National Identity Card (CNIC) of the applicant

Introducer - the person should be the account holder of the NBP (same or any

branch) from last six month and maintaining his/ her account regularly.

INDIVIDUAL ACCOUNT;

This category is further bifurcated into following sub-categories:

Business Account

38

Student Account

Salaried Person

Household Women

All these persons are required to fill the same account opening form. The only difference

comes in case of the supporting documents.

In case of the business account the great care should be taken in inquiring the source of

the income. The business proof of the customer is required in shape of the visiting card or

the letter head.

In case of the student account the college card and the bonafide certificate from the

institution is demanded by the bank.

For salaried person employment proof is asked at the time of opening an account. The

salaried person is required to provide Appointment Letter so that the banker can know

about the joining date, salary and designation of the potential customer.

While opening the account of household women the routine documentation is done. But

the important thing to inquire and consider is that what will be the source of the

transaction in this particular account. The banker should be prudent enough to see and

point out any unusual volume or number of transaction in this account.

JOINT ACCOUNT;

Any number of persons can open a joint account. Every person is required to fulfill the

same requirement as mentioned under the head of the individual account in the personal

capacity.

SOLE PROPRIETOR ACCOUNT;

NTN No. – which should clearly mention the business name, client name and

address of the business place

Request for the account opening on the Letter head of the business

Business stamp

39

PARTNERSHIP ACCOUNT;

NIC of all partners

Partnership deed attested by the Notary Public

NTN certificate

Form- C (if partnership is registered)

Rubber stamp according to following format.

COMPANY ACCOUNTS;

NIC’s of all the directors

Rubber stamp according to their designation

List of director attested by chief executive

Resolution of the board of director to open bank account (on bank format)

Form 29 duly attested by SECP:

This certificate contains the details of directors and officers including Chief

Executive, Managing Agent, Secretary, Chief Accountant and Auditors and Legal

Advisor.

Article of Association(AOA) / Memorandum of Association(MOA)

NTN

Certificate of incorporation

All the above documents should be sealed and signed (with stamp) by company

secretary.

MINOR ACCOUNT;

CNIC of Guardian

Business/ Employment Proof of Guardian

Bay Form/ Birth Certificate duly original seen by Attorney holder

Date of majority of the minor should be mentioned on AOF & SSC

40

Only personal information of guardian on AOF. No information of minor on

AOF.

No signature of minor on account opening documents

Title of account should

Minor Name (M)/ Guardian Name (G)

(M=Minor, G= Guardian)

Stamp affixed on Account opening form and signature specimen card.

GUARDIAN WILL OPERATE THE ACCOUNT EVEN IF MINOR

ATTAINS MAJORITY.

Guardian can operate the account after majority of the minor as mentioned in the stamp.

ACCOUNTS OF THE WELFARE/ SOCIETIES/CLUBS/ NGOS;

Resolution (Name & signature of authorized signatories along with CNIC

numbers and operating instructions)

CNIC

By- laws

Registration certificate

List of governing bodies

Legal opinion

Approval form Area Manager and System Operations.

TYPES OF ACCOUNTS;

CURRENT ACCOUNT;

It is the most demanded account in any bank. Individual partners, companies

associations, clubs, societies, and NGOs are eligible to open current account.

Here are some features of the current account offered at NBP

Non interest bearing checking account.

41

Minimum account opening requirement of Rs.10, 000 only.

Free debit card can be used to withdraw cash and make purchases at thousands of

outlets across Pakistan.

This account can be opened in foreign currencies also.

No restriction on number of withdrawals and on number of deposits

Minimum average balance Rs.10,000/-

Rs.100 will be deducted in case of balance maintained below the minimum limit

of deposit.

No Zakat deduction.

PLS SAVINGS ACCOUNT;

This account helps the customer to earn a handsome amount on their saving. Any one or

more individuals or partners can open a PLS saving account with the Bank.

Profit & Loss Sharing Saving Bank Account. 

Minimum account opening requirement of Rs.5, 000 only. 

No restriction on number of withdrawals and number of deposits.

Profit on PLS saving account is calculated on minimum monthly balance basis.

Profit on saving accounts is credited to the customer account on half-yearly basis. 

Profit rates are subject to charge in response to change in the return earned by the

Bank on deployment of funds.

Free debit card can be used to withdraw cash and make purchases at thousands of

outlets across Pakistan which provides access to funds 24 hours a day.

The charges for maintaining the minimum balance in the account are Rs.50 per

month.

Saving account can be opened in other currencies also i.e. in Euro, Pound

Sterling, U.S Dollar etc.

Zakat is deductible on balance in this account otherwise an affidavit is provided

by the customer.

42

PROCEDURE OF ACCOUNT OPENING;

A. ACCOUNT OPENING FORM;

The first step in the procedure of opening an account is the filling of Account Opening

form. At NBP the account opening form is titled as the Relationship Contract. It contains

all the requisite information needed to open and operate an account according to the

specified rules and regulations.

CONTENTS OF ACCOUNT OPENING FORM;

The following details are required to furnish the Relationship Contract.

1. TITLE OF ACCOUNT:

It is the name through which the customer is intended to operate an account.

2. ACCOUNT NUMBER:

This is the serial number given to each account number through which an account is

accessed whenever it is needed.

This serial number starts from a Code, which is different for different types of accounts.

These codes help the banker to identify type of an account an account at first sight.

The following is the list of codes for different types of account used at NBP.

Current Account

Saving Account

Royal Profit Account

Basic Banking Account

USD Account

Euro Account

Pound Sterling Account

43

3. PERSONAL INFORMATION

After giving the title to the account, the personal information of the customer is written

down in the Account Opening form, like Name, Father’s name, Mother’s name,

Employment information (Address of employer, Name of employer, job title) in case of a

salaried person, NIC #, Nationality, Residential Address, Phone number etc.

In case of joint account the personal information of each account-holder is taken.

4. NEXT OF KIN

Mention Name & address of person/next of kin to be contacted for ascertaining

consumer’s whereabouts after the expiry of three years from the date of last operation in

his account, to inform him/her of the existence of his account when customer were not

available at the given date.

5. ADDRESS FOR THE CORRESPPONDECE

Address of the customer is needed to contact the customer.

6. CORPORATE ACCOUNT

In case of company account the additional information regarding the address of the Head

office and Date and Place of the incorporation is required.

7. TYPE OF ENTITY

That either the applicant falls under the category of individual, sole proprietor or

company etc.

8. NATURE OF THE ACCOUNT e.g. example current account.

9. CURRENCY OF ACCOUNT

Customer has to mention the currency, in which he is going to operate.

44

10. DETAILS OF THE TERM, NOTICE & CALL DEPOSIT It includes No. of receipt, Amount, Period of the deposit.

11. ZKAT DEDUCTION INSTRUCTION

12. INSTRUCTION FOR OPERATION OF ACCOUNT

Under this head the applicant specify that how he/ she will operate the account. If

applicant is individual then he will select the option of ‘Single’ but in case of a joint

account the customers have to make choice among the options of the ‘Joint’ and ‘Either

or Survivor’ which means that any of the joint account holder can operate the account.

The option of ‘Any one of’ meant for the Partnership Account.

13. INTRODUCER’S DETAIL

The introducer’s name, account no., introducer’s signature and the signature and stamp of

the verifying officer are also required to fill in the account opening form. If the introducer

is the account holder in any other branch of the NBP then the account opening officer is

bound to obtain the verification from that branch. Introducer should be operating any

account from last six month on regular basis that is the account should not be a dormant

account.

14. DECLARATION

In the end the applicant(s) agree with the rules and regulations governing the account

operating activities by signing the Relationship Contracts. In case of sole proprietor or

company account the stamp of the business should be affixed.

15. TERMS & CONDITIONS GOVERNING THE ACCOUNT

The account opening form of every bank has the terms and condition governing the

account as its complementary part so that the customer will be aware of all these terms at

the time of entering this contract. These terms and conditions should be read and signed

by the applicant(s).

45

ACCEPTANCE AND VERIFICATION OF DOCUMENTS:

After filling the Relationship contract the bank officer asks the required documents from

the customer as mentioned above in case of each entity. The necessary verification is

done.

1. VERIFICATION OF THE CNIC

According to the regulation of the SBP now the banker is responsible to verify the CNIC

from NADRA. For this purpose the customer signs an authority letter by which he/ she

gives him the authority to verify the CNIC through the on-line CNIC verification service

of NADRA.

2. SIGNATURE DIFFERNET FROM CNIC

If the customer wishes to use a signature to operate his account which is different from

the one on his national identity card, then he will give an Undertaking under the witness

of the Introducer, that he will be responsible for this change of signature.

3. SIGNATURE SPECIMEN CARD

An important and foremost thing to be signed by a customer is the Signature Specimen

Card (SSC). Afterward this card is used to match the signature of the customer every time

he or she deals with the bank. The original card is sent to the head office after scanning it

to the system.

4. ACCOUNT OF THE ILLETERATE PERSON

In case of the account of an illiterate person the only photo account can be opened. In this

account the customer has to come personally to the bank every time he/ she will deposit

to or withdraw from his/ her accounts. So, some additional documents are required to

obtain from such applicant at the time of opening a photo account like two photographs

of applicant(s), one is put on the account opening form and the other one is out on the

signature card. Also a declaration is signed by the customer in order to open a photo

46

account, on which the thumb impression are taken of the customer. This is done under the

witness of the introducer.

5. APPLICATION FOR THE ON-LINE ARRANGEMENT FOR CLEARING/TRANSFER/CASH TRANSACTION

If the customer wants to have the account to be on-line, so that he can avail the facility of

the on-line banking, then he will sign the application for the use of this facility at time of

opening an account or at any time later on.

6. KNOW YOUR CUSTOMER (KYC)

It is a document which is prepared under the special instruction of the SBP. As per SBP

regulation it is very important for the banker to know his customer very well. This form

is prepared by the account opening officer according to the information given by the

customer to him. Also the banker is required to update KYC time to time. This form is

reviewed by the Branch Manager or Manager Operation.

LETTER OF THANKS:

After this process a letter of thanks is sent to the customer in order to verify that the

address provided by him is correct. But if the customer chooses the ‘Hold Mail Facility’

then no letter of thanks is sent to him.

ISSUANCE OF CHEQUE BOOK:

1. FIRST TIME ISSUE OF THE CHEQUE BOOK

After the account is opened, the customer requires a cheque book to conduct operation in

his account. In order to have a cheque book the account holder signs an application to

issue a personalized or blank cheque book.

PERSONALIZED CHEQUE BOOK:

A cheque book having the account title and account number printed on it is called as

Personalized Cheque Book. This assures the safety of the cheques to be used.

47

BLANK CHEQUE BOOK:

It is the simple cheque book with no account title or account number on it.

2. REISSUANCE OF CHEQUE BOOK

When two or three leaves are left in the cheque book, the account holder can demand for

a new cheque book, so customer fills “requisition slip” which is attached in cheque book

and gives to banker and receives a new cheque book for continuing the account. An

account holder can also any other person to receive the new cheque book by giving the

authority in the requisition slip. The authorized person should bring the copy of CNIC to

receive the cheque book.

3. CHARGES FOR THE ISSUANCE OF NEW CHEQUE BOOK

The cheque book can be issued of 10, 25 or 50 leaves as per the requirements of the

customer. The charges are Rs.5 per leaf where the excise duty is also charged. These

charges are paid by the customer in cash when the cheque book is issued at first. While at

the second issue and so on the charges are deducted from the account.

4. LOSS OF THE CHEQUE BOOK

In case the cheque book is lost by the customer then first step the customer should take is

to stop the payment of all the cheques. The charges for stopping the payment are Rs.200/-

per cheque or Rs.500/- for the whole cheque book. The report the cheque numbers of the

remaining cheques at the time of the lost. The officer of the NBP will enter these

numbers in the system as stopped. Now no body can encash these cheques all over the

Pakistan at any branch.

Second move is to issue a new cheque book in lieu of the old one. For this the customer

signs a ‘Form B’ as a request of the loss and requisitions of the cheque book. The charges

of the Form-B are Rs.100/- . It is one of the security documents of the bank. The Form-B

requires a guarantor to sign on it. Along with the For-B the customer also signs an

indemnity form to indemnify the bank from any liability claim or loss that may arise by

the misplacement of the cheque book.

48

CLOSING OF ACCOUNT;

There are number of reasons, why an account is closed. Some of most common reasons

are mentioned below:

At the client’s own request

Death of account holder

Bankruptcy of account holder

Liquidation or winding up under the companies act.

Dormant account: a dormant account is an account which is not being operated by the

customer from last six month. In this case the customer has to request the bank in written

form to allow operation in such an account mentioning the reason of not operating the

account regularly.

PROCEDURE FOR CLOSING AN ACCOUNT

When customer wants to close his or her account due to any reason, he gives the written

request either on simple page or on the bank format account closure request. Surrender

the cheque book with the bank which immediately destroyed by the bank officer. The

customer pays a statutory fee of Rs.100 to the bank in case of the current account. There

are no charges for the closure in other types of accounts. The account opening officer gets

an annexure approved by all the departments and then closes the account. This is a sort of

clearance from all the departments. Account closed log file is printed in order to complete

the process of closing an account. In the end the account opening form is filed in the

closed accounts file. The account which is closed, that account is cancelled and never

issued to any other person.

UPDATING OF ACCOUNT

It is the responsibility of the account opening department to update any changes in the

account information as they take place.

49

The following changes can be the change in the address, phone number and operating

instructions.

GOVERNMENT DEPARTMENT Government Department is very important section of the Bank because it is responsible

for any penalty imposed by SBP due to the negligence / non completion of work / books

and balancing. All officers monitor all heads of Govt. Section for well in time reporting

in monthly, quarterly, annual return to controlling office.

Departmental Head will be responsible for rectification of inspection / Audit irregularities

of his department and coordinate with branch compliance officer for submission of

remarks Sheet / clearance certificate.

GOVERNMENT RECEIPTS;

Government receipts means collection of the following

Income tax

Property tax

Sales tax

Traffic challans

Court fine

Old age receipts

Malia

GOVERNMENT PAYMENTS;

Government payments include;

Salary payments

Pension Payments

Department of Government section receives all the provincial and central receipts.

50

NBP makes payments to following:

Civilian

Defense civilian pensioners

Retired officers of Armed forces

Retired officers of PAF and families

Others ( KRL, Oil Gas Development Corporation , Pakistan Aero E Complex /

PR, RANGERS)

DOCUMENTS REQUIRED FOR THE PENSION PAYMENTS:

Pension payment order

No and date of CNIC

Two specimen signature, thumb and finger impression

Photographs of the pensioner

Pension book

Officer enters them in a ledger to keep permanent record.

DOCUMENTATION;

Disburser portion of the PPO is filed in serial No and kept in lock and key with

accountant.

All particular of PPO are entered in PPO register.

The first payment is made to pensioner after proper identification. In case any

clarification staff referred the pensioner to general accountant or Head office.

REIMBURSMENT OF PENSION CLAIM:

Branch prepares and send the RBV on link branches along with payment scroll (scroll is

the document upon which all vouchers and their payments are recorded) and paid pension

bills on the very next day.

51

Link branch consolidate the statement on Performa B including its own receipts and

payments.

Duplicate copy of the consolidate statement is sent to SBP (State Bank of Pakistan) local

office by link branch along with debit credit authority to the bank account.

Branch submits monthly statement of receipt / payment on the revised Performa to the

link branch.

Local treasury branch on the receipt of RBV along with scroll, payment bills and challan

etc are debit credit the government account on the same day.

Treasury branch report the consolidated receipt and payment figure (not branch wise)

including their own receipt and payments to finance division / Head Office.

SUBMISSION OF DOCUMENTS;

Branches submit the following documents to respective treasury office. SBP offices

under preprinted cover letter in the morning of next working day, through special

messenger/registered post.

TO TREASURY BRANCH:

Following documents are submitted to the Treasury Branch:

Government Debit Scroll (Separate scroll)

Daily statement of payments inclusive government payments

Consolidated daily statement of government payments inclusive others

TO STATE BANK:

Following documents are submitted to the Treasury Branch:

Letter of reimbursement

Consolidated statement (daily of government payments inclusive others)

52

STANDERS:

Standers that have been made by the bank regarding pension payments:

Payment of pension to pensioner should take 15 to 20 minutes.

Government receipts should take 10 to 15 minutes.

Passport fee collection within 5 minutes.

Traffic challan within 5 minutes.

These entire standards are being fulfilled by the staff within time. But due to the large

numbers of customers it makes difficult for the cashier to handle them in time. A single

voucher should be cleared within 5 minutes and it is but other customers have to wait for

their term for almost half an hour.

BRANCH MANAGER DUTY REGARDING PENSION;

Manager has to ensure that correct payment is made and its proper record is maintained.

Branch manager has to ensure that no cause of complaint is arising. Hence the pensioner

does not go to the Treasury office or State Bank of Pakistan unless any renewal of change

is required by him to be fulfilled inevitable.

Manager is respectfully managing his duties and is keeping the proper record regarding

pension. In case of any confusion and clarification manager refers the pensioner to head

office or their relative company office.

RESONSIBLITY OF THE GOVERNMENT OFFICERS;

The incharge of Govt. and officers shall be held responsible for any penalty imposed by

SBP due to the negligence / non completion of work / books and balancing. All officers

will monitor all heads of Govt. Section for well in time reporting in monthly, quarterly,

annual return to controlling office.

53

The Incharge and officer shall be responsible for:-

Supervision of all Govt. receipts / collection and transfer there of to SBP / account

office well in time.

Responding of RBVs of all linked branches for Govt. receipts / payments and

transfer there of to SBP well in time and scrolls there of should be submitted to

SBP and account office.

Daily Railway collection must be transferred in Railway fund with SBP

Gujranwala on daily basis.

Daily CBR collection should be transferred in SBP account well in time on daily

basis.

Proper reporting of summaries / transfer of fund should be made properly and

insure no complaint from SBP / any other authority.

DUTIES OF OG-I OFFICER IN GOVERNMENT DEPARTMENT;

OG-I Officer who is work in Government Department is Muhammad Nawaz Cheema and

his duties are as follows;

Supervision of all Collection Accounts / Payment Transaction / Daily Railway

Collection in Govt. Section for transfer their off to SBP / Account Office.

Govt. / Railway Pension Payment (Cash / transfer)

Renewal / registration of Federal Govt. Arm license

Double signatory of all Govt. receipt / Payment voucher

Preparation of Govt. Payment Scroll

Preparation of all statements / returns.

Counter signing of all utility bills

Any Other assignment by Operation Manager / Branch Manager

DUTIES OF OG-II OFFICER IN GOVERNMENT DEPARTMENT;

OG-I Officer who is work in Government Department is Asim Qadeer Cheema and his

duties are as follows;

54

Govt. receipt cash / transfer

Transfer of daily Govt. Receipt / Payments / Railway collection to SBP.

Counter signing of all Govt. receipt challan / voucher

Dispatch of all Govt. receipt payment scroll and vouchers along with daily

summary of Govt. receipt / payment to account office / SBP.

Double signatory of all Govt. receipt /payment voucher

Any other assignment by the In charge of Govt. section.

DUTIES OF MESSENGER IN GOVERNMENT DEPARTMENT;

Messenger of is Government Department of NBP is Rafaqat Ali and his duties are as

follows;

Exchange of files within the branches of NBP

Copy of files

Signature from Manager, Operation Manager etc

File Maintaining, Binding etc

OBSERVATION REGARDING GOVERNMET SECTION;

According to the observation regarding Govt. Section, the employees in this department

tries its best to fulfill their duties but because they are not well educated and trained that

is why some problems keep arising time by time. To avoid and to eradicate these

problems employees should get training once a year so that they can meet the current

challenges and can know new techniques to handle the transactions.

Incharge of the department is an experienced person and educated. The way of recording

transactions is traditional. No proper bank software (computerized system) is used to

make the summaries of the receipts and payments. In result bank do not have any proper

record of its previous transaction except hard copies that take so much time when it has to

be audited. For example few days before the Incharge of the department need the

summary of the day 13th of the month but no record were found except they had to try to

find the hard copy of the summary and it took half an hour. But the same work by the

computerized system can be completed just in a single click. Not only daily summary but

55

also the monthly, quarterly, semiannually and annually summaries can be made in few

minutes through computerized system. So if we want to make our banking more efficient

and want to create more accuracy we have to adopt the modern computerized techniques

to make our work fast and accurate.

Employees in Govt. Section are not well familiar with the computer education. Training

programs for the current employees are not held because of which the employees can not

know the new trends of banking system.

CLEARING DEPARTMENT

The basic function of clearing department is to provide services to customers in

collection of their cheques of other banks, whether they are in city or outside the city. The

customer can get the money in his account at NBP from the cheques drawn on another

bank. The bank accepts the cheque in the clearing which it is drawn through the clearing

house i.e., State Bank of Pakistan.

CLEARING

”The transfer of funds from one branch of bank to the other branch of the same bank or

the other bank on which the instrument is drawn, without involving cash through “State

Bank’s clearing house”.

CLEARING HOUSE

“A clearing house is an association of commercial banks set up in a given locality for the

purpose of interchange & settlement of credit claims”.

TYPES OF CHEQUES COLLECTED BY THE CLEARING DEPARTMENT;

a) TRANSFER CHEQUESTransfer cheques are those cheques, which are collected and paid by the same branch of

bank.

56

b) TRANSFER DELIVERY CHEQUESTransfer delivery cheques are those cheques, which are collected and paid by two

different branches of a bank situated in the same city.

c) CLEARING CHEQUES

Clearing Cheques are those cheques which are drawn on the branches of some other bank

of the same city or of the same area which covers a particular clearing house

TYPES OF CLEARING

Clearing department deals with the two type of the clearance;

These are stated below:

1) - Outward clearance

2) - Inward clearance

1) - OUTWARD CLEARANCE

It means the cheques of another bank, which are presented on our branch

by our customers. Outward clearing results into inflow of cash from the payee bank.

Our National Bank of Pakistan branch sends the different instrument like payment order,

cross cheque, Remittance for the purpose of clearing through two ways.

Local Clearing (NIFT)

S.C (Short Credit)

LOCAL CLEARING (NIFT);

NIFT stands for National Institution of Facilitation Technology and it is the source of

collection of cheques or instruments, it performs following functions;

a. Accept the Cross Cheque or instruments from Account Holders.

b. Accept the Cross Cheque or Remittance from our NBP local Branches

57

a. ACCEPT CROSS CHEQUES OR INSTRUMENT FORM ACCOUNT

HOLDERS;

NIFT accepts the Cross Cheques or instruments from Account Holders by following way;

Fill the transfer voucher then receipt is given to the account holder and voucher is

kept.

Three stamps is place. First cross stamp is placed in the front side, Second

clearing stamp of next day date and third payee’s account will be realized.

Enter all the instruments in the NIFT register in Local & Sialkot portion

separately.

Sign by the officer in the back side of every instrument.

Made the NIFT card in which mention following things

Branch Name, No of Instruments, and Total Amount and signed by the

Remittance officer.

Next day after clearing fanfold came from Dist Court Sialkot in the Name of Our

Branch.

Deduct the different type of bank charges from those entire people which submit

the Instrument or cheque for the purpose of clearing and this instrument belong to

Sialkot. According to following rate.

IN CASE OF INSTRUMENT OF NBP

Items Charges

Commission 0.16 % or Minimum Rs 50

Postage Rs 75

F.E.D 6 % of commission

BANK CHARGES FOR OTHER BANKS INSTRUMENT

Items Charges

58

Commission 0.16 % or Minimum Rs

50

Postage 75

F.E.D 6% of commission

Then

o Fill the commission voucher as whole

o Fill the transfer voucher postage as whole

o Fill transfer voucher fro F.E.D as whole

o After filling such voucher past the stamp of bank transfer and signed by the

officer on all the voucher then transfer these voucher in particular account.

ACCEPT CROSS CHEQUE OR REMITTANCE FROM OUR LOCAL BRANCH;

Place two stamp of such instrument, First stamp is place on the back side of each

instrument which we collect from our NBP Local branches i-e civil line branch

Gujranwala.

Our Br Endorsement Confirmed

For National Bank of Pakistan

Main Br.civil line Gujranwala

MANAGER

Second clearing stamp on the front side of the instrument and mention next day date in the clearing stamp.

Enter all the instruments in the NIFT register in Local & Sialkot portion

separately.

Sign by the officer in the back side of every instrument.

Made the NIFT card in which mention following things

59

Branch Name, No of Instruments, and Total Amount and signed by the Remittance

officer.

Next day after clearing fanfold came from Dist Court Sialkot in the Name of Our

Branch

Made the fanfold in name of such NBP local branch which send these instrument

DEBIT fanfold send the meaning of DEBIT fanfold is that our bank is transfer amount to

another NBP Branch.

CREDIT fanfold enter in our system. The meaning of CREDIT fanfold is that we are

decreasing our NBP General a/c because we send the amount to another branch.

60

PROCEDURE OF CLEARING CLEARING

StampingCross StampCleaning StampPayee,s Account Will be Realized

Fill Transfer Slip & Receipt Hand over To Client

From Account Holder

Enter in NIFT Register Separately

Hand Over NIFT Agent

Instrument Collection Source

From NBP Local Branches

StampingClearing StampOur Branch Endorsement Confirm

Signed By Officer

Separate Transfer Slip & Cheque

NIFT Card

INWARDCLEARING

OUTWARD CLEARING

61

NEXT DAY PROCESS

INWARD CLEARANCE It means cheques which are drawn on our bank but are presented to the branch of another

bank and on our branch but with in the city. These cheques are handed over to NBP agent

in clearing house. Inward clearing results into outflow of cash.

FOLLOWING REQUIREMENT FULFILL Check all the stamp required

Check balance of particular account

Check the Drawer ‘signature

Check the cheque post dated or out dated

Check amount in words and figures

Advice received from issuing Branch

Payment stopped by the drawer

Note: If all the above mention requirement fulfill then cleared the cheque or vise

return the instrument through NIFT

ii. CHEQUE RETURN FROM S.C (SHORT CREDIT)

From NBP Local BranchesFrom Account Holder

Made Fanford in The Name of Our NBP Local Branch

Filling VoucherCommission, Postage, F.E.D

Deduction of Bank Charges

Transfer Clearing Amount on Relevant account

62

When the account holder submit the instrument which is out of station then such

instrument send for clearing through S.C(Short Credit) Some of the Cheques are not

cleared. The relevant bank returns these cheques with MEMO that document explain

what are the main reason of cheque return.

In case of Cheque Return from S.C (Short Credit) then bank deduct the service charges

from such account holder account which is submit the cheque in our branch.

Fill the Debit voucher in which following things mention

o Name and Account of particular person

o Description (S.C No 425 return charges recovered)

Fill the Credit Voucher for (Commission)

Fill the Transfer Voucher for ( Postage)

Enter this cheque in the cheque return register in which mention following things

o Name and Account Number

o Date which is mention in the cheque

o Instrument Number

o Reason return of cheque

o Amount

PROCESS OF CHEQUE RETURN (S.C)

63

Commission charges (sample format)

               

Sr. No.A/c No Amount Commission FED Postage Total

Net Amount

1     50.00 3.00 75.00 128.00 128.002     50.00 3.00 75.00 128.00 128.003     50.00 3.00 75.00 128.00 128.004     50.00 3.00 75.00 128.00 128.005     50.00 3.00 75.00 128.00 128.006     50.00 3.00 75.00 128.00 128.007     50.00 3.00 75.00 128.00 128.00              0.00TOTAL   0.00 350.00 21.00 525.00 896.00 896.00

CLEARING SECTION TABLES USED TO KEEP RECORD

ORDINARY INWARD

Ordinary Inward table contains the records of all those cheques that are drawn on our

branch but are presented in the other branches (HBL, ABL, Bank Alfalah, Faysal Bank

etc). These all cheques are sent to our branch through NIFT. NIFT collected all cheques

CHEQUE RETURN FROM (S.C)

ENTER IN CHEQUE RETURN REGISTER

Name and Account Number

Date which is mention in the cheque

Instrument Number

Reason return of cheque

Amount

Source through which cheque return i-e

NIFT, S.C

DEDUCTION OF BANK CHARGES

Postage commission

FILL THE VOUCHER OF

RELEVANT ACCOUNT

64

from the banks (Members of NIFT) from all over the country and then send the cheques

to the required bank branch.

ORDINARY OUTWARDOrdinary Outward table contains the record of those cheques that are collected in our

branch. Our branch customers have different banks cheques that they get from their

business customers. Then these cheques are collected to transfer the amount from the

drawer’s account to the drawee’s account. Our branch records these cheques in the

ordinary outward table. Then these cheques are sent to the different banks on which these

have been drawn through NIFT.

INTERCITY CLEARING INWARDIntercity includes those cheques that are drawn on the NBP branches from different cities

of the country. Intercity Inward means that the cheques that are drawn on our branch but

these cheques are presented in other NBP branches from different cities. Same bank

branches cheques are named as intercity clearing inward.

These intercity cheques are sent to our branch through NIFT in different envelopes with

the names of the city from these cheques have been collected. Intercity clearing inward

table keeps different tables of different cities. When all intercity cheques are recorded

then the credit voucher is prepared with the whole amount of all the intercity cheques.

INTERCITY CLEARING OUTWARDIntercity outward means we sent the cheques out of city branches. These cheques are

drawn on out of city NBP branches but are presented in our branch. Then our branch

sends these cheques to the drawer’s account holding branch to clear the amount of the

cheque.

65

SAME DAY CLEARINGSame day clearing table contains the record of those cheques or other instruments that are

drawn on other NBP branches but these branches are exist within in the city. The amount

of the instrument is debited or credited in the same day. The grand total of the

instruments is obtained and then a credit voucher is prepared under the head of Clearing

Adjustment Account. And on the next day a debit voucher is prepared with the same

amount under the head of Clearing Adjustment Account.

INPUT TABLEInput table contains the amount of the different NBP branches that we have to balance

with them. This table contains two sides:

Debit side

Credit Side

The amount with the different branches of NBP is cleared through fanfolds. In the

morning our branch gets the debit and credit amount of different NBP branches with our

branch. In the afternoon our branch get the amount returned detail through NIFT and is

recorded in the return column of the input table. After recording returns we get the Net

Difference amount with the other branches. We also get the fanfold (Received fanfolds)

to balance the amount with the other NBP branches. After completing the input table

branch prepare the F-15 and F-16 fanfolds so that these amounts can be sent to the

different branches.

S.C FANFOLDSS.C Fanfolds means short credit fanfolds. S.C is received from those branches that do not

have the membership with the NIFT. So these branches have to send the cheques and

other instrument by making S.C through DAK (by post).

RESPONDING ENTRIESResponding entries table contains the various NBP branches clearing adjustment

outstanding entries paid to our branch. These responding entries are made in the result of

66

receiving the fanfolds from various NBP branches. After completing the entries a credit

voucher F-51 is prepared under the head of “clearing adjustment account”.

SUMMARYAt the end of the day our branch receives a fax from the State Bank of Pakistan Head

Office Karachi. The debit and credit amounts given in the fax must match with the

amounts in the clearing summary of our branch.

This summary contains the balances of clearing received and clearing delivered amounts.

At the end a hard copy of input table, ordinary inward, ordinary outward, responding

entries, same day clearing, intercity clearing and summary are kept as record in the files.

Detailed description of the tasks assignedIn HR department, I assist the HR Manager Mr. Ghulam Abbas in performing different

asks like described below and learn a lot in this department:

I entered data of current and saving accounts into the computer system by using

special software called CIF.

I match the entries in master file with the given voucher.

I entered the expenses in their relevant accounts.

I arrange the vouchers by date.

I prepared debit and credit vouchers.

I prepared office notes.

I stamped different bills on the instructions of HR Manager.

I was told about how salary is estimated every month.

I was told about the whole procedure of staff loan issued to staff members.

Accounts department is the basic operations department of national bank of Pakistan.

Mr. Shahzad Cheema told me about the working of this department. Working in this

department gave me a chance to understand the whole process with interest because as

student I have read about it a lot. My assignments in this department were:

Provide information to customer what are the benefits for having account with

NBP and how can one open the account.

I fill the account opening forms in.

67

Recheck the forms to make sure that the forms are error free.

I stamped the documents on the instruction.

I checked the essentials to attach with the forms like ID card, Application form.

Then I was told about to issue the cheque book.

In government section, I worked for two weeks. I tried to learn what is going on in

government section. Following are the findings of my work in this section.

I learn how to behave with customers if they are in anger because usually pension

holders are aged people.

I learned how to handle the documents like cheques, account information,

stationary bill etc.

I observed the behavior of employees and customers.

I learned how to keep the records

I learned computer operating in this section.

I learned how to manage the receipts and payments.

I visited the clearing section in the last. Experience at clearing department was awesome.

I was given instructions by Mr. Ali who is well qualified as well as experienced person in

his work. I learned in this department that fanfolds are used for inter branch transfer of

funds. Tasks performed by me were:

I assist in separating the fanfold and NIFT (National Institutional Facilitation

Technologies)

I stamped the cheques for outward intercity clearing.

I prepared some memos

I recorded intercity clearing entries in required register.

I learned how to make bundle of outward clearing cheques.

I learned those cheques which have been returned due to some reason must be

checked again.

In this department, I again prepared debit and credit vouchers.

A major issue was balancing the payments. I assist for this also.

I learned that it is of tremendous importance to keep the record of previous

clearing in hard form.

68

I helped to keep the cheques separate which are brought in bank for clearing

purpose.

Structure of the HR Department

Department hierarchy

Number of employees working under HR departmentFor National Bank of Pakistan the devoted, careful enthusiastic staff is one of the key

strengths of the bank. National Bank of Pakistan has been spending as investment in

increasing this precious source through requires based education to train and for career

Regional HR chief at regional Offices

HR Policies and Projects wing

SecretaryDr. Mirza Abrar BaigSEVP/Group Chief

Personnel Administration Wing

Industrial Relations Division

Sports WingOD & Training Wing

Legal Affair Wing

President

Institutional Discipline Wing

Recruitment and Compensation Wing

Staff Loans and

Welfare Wing

69

development. NBP’s Human Resource purpose is to become an owner of choice and to

uphold complete industrialized agreement inside the organization.

NBP’s new appointing of top class MBAs as Management Trainee Officers (MTOs)

and look for aptitude within the bank has assisted in getting ready the second and third

level leadership outline which will shape NBP’s progression preparation process and at

the similar time, and will make sure that with the passageway of time, NBP’s employee

modification and ability enhancement program carries on. We also have in progress new

“Employee Communication Program” and internal executive periodicals to improve the

communication of top and middle level administration with the lower organization.

Female employees are being encouraged through female empowerment program under

which they are given accountable and demanding coursework. At present, over 60

females are employed as branch managers all over the country and some females hold

senior supervision positions.

NAME OF EXECUTIVES DESIGNATION AND RESPECTIVE WING

Dr. Mirza Abrar Baig SEVP/ Group Chief HRM and administration Group

Mosin Furqan EVP/Industrial Relation Division, M.D NBP Staff Welfare Foundation

Muhammad Hanif EVP/Organization Development and training wing

Mr. Iqbal Qasim EVP/Sports WingMuhammad Afsar SVP/Institutional Discipline WingQamar Hussain SVP/HR Policies and projects

Wing/Recruitment and CompensationMuhammad Ishaque Abbasi SVP/Personnel Administration, Staff

Welfare and Staff Loan WingA. Saeed Khan SVP/ Legal Affairs Wing

Any sub-department if exists under HR departmentThere is no any sub department working under HR department of NBP Civil Lines

Branch, Gujranwala

70

Functions of HR Department

“The Guidance of HRM Committee of Board is a fuel for HR Team going forward

with smart goals”

Human resource planning and forecasting:

HR Department systematically reviews the requirements of Human Resource to make

sure that the required number of workforce with required skills is on hand whenever this

force is needed. This process is called Human Resource Planning.

Forecasting includes the demand and supply of employees in National Bank of Pakistan

HRP processFollowing steps are included in Human Resource Process.

1. Determine Mission of Organization:Overall purpose, scope and operations of National Bank of Pakistan those provide

information. As some one rightly said:

“Goals give you more than a reason to get up in the morning; they are an incentive to keep you going all day”

2. Scanning the Environment of Organization:This step covers the SWOT analysis of NBP as a whole organization. NBP’s HR

department identifies strengths, threats, weaknesses and opportunities of National Bank

of Pakistan.

3. Lay Down Strategic Goals:

71

Human resource Planning involves in the setting of short term and long term objectives

and Goals. HRP ensures that the goals are measurable, specific, timely, challenging.

4. Devise the Strategic Plan:Guiding principles are devised to accomplish the strategic goals and departmental goals

Forecasting HR Requirements:

This function emphasizes on the estimated required number and desired skilled

employees required by NBP in near future to accomplish its goals.

Methods to forecast HR needs:

There are various methods to forecast HR needs.

a) Zero-base Forecasting:The NBP current level of employment as the starting point

To find out the future staff needs in National Bank of Pakistan this method is used by

considering the current level of employment as the staring pint.

b) Bottom-up Approach:To offer a collective forecast of needs of employment, this method is used by each

successive level of the NBP, starting with the lowest

It is a forecast method in which each successive level of the NBP, starting with the lowest

and forecast its employee requirements in order to ultimately provide an aggregate

forecast of employment needs.

c) Mathematical model Usage:For forecasting HR requirements, Mathematical model is also used. It shows the

connection between needed employees and demands the number of employees.

d) Simulation:Try out with real world situation through a mathematical model representing the

situation.

72

Employee’s recruitment and selection:

Recruitment:Recruitment is the process of find out potential candidates for organizational vacancies.

Finding out the right person for right job is the main purpose of National Bank of

Pakistan by considering the perfect match between the abilities of employees with the

requirement of organization. NBP has its own policy of recruitment. According to the

recruitment policy of NBP, the requirements are:

o Candidate must be a citizen of Pakistan.

o She/he should have attained the age of 18 years but not exceeded the age of 35

years.

o She/he must be a business graduate; and

Sources of candidates:There are two types of sources of candidates,

1. Internal 2. External

Internal source is within the NBP and external source is out side NBP.

1. Internal sources: In this category, opportunity is given to NBP lower level managers by promoting them.

Following are major categories of the internal recruiting in National bank of Pakistan.

o Contacts and referrals

o Job posting

o Promotion

2. External sources: In this area, opportunity is given to the people outside NBP. Obtain employees with

different backgrounds to provide new ideas. These are external source:

o Colleges and universities

o Unemployed

o Older individuals

73

o Military personnel

o High schools and vocational schools

o Community colleges

o Competitors and other firms

o Self-employed workers

Employment selection process NBP follows the following particular steps in recruitment procedure. These are:

Applications are issued in a prescribed manner against the vacancy published in

newspapers.

Application forms received are examined and eligible candidates are called for

written test.

4 kind of subjects are included in written test

o Englisho Computero General Knowledge o Mathematicso Written test carries 250 marks.

Those candidates who qualify the written test are called for interview.

Interviews are held at GM office.

After that the candidates have to experience a medical check up by the prescribed

doctor.

Appointment letters are issued to those selected candidates, who have to present

themselves before the Head Office for signing the following documents as these

documents are mandatory to sign.

Service Agreement Bond

Security Bond

Bank Secrecy Bond

Appointed candidates are kept on trial for 9 months. They are sent to the Staff

College for a 9-months pre-service training.

NBP observes these things when recruiting employees:

74

Team players with excellent interpersonal skills

Knowledge and use of information technology

Strong analytical and problem solving skills

Excellent written and verbal communication skills in English

c. Training & development Training need assessment In training need assessment following sources help HR department

New technology

Customer complains

Interview with managers

Customer satisfaction survey

Employee complaint

Company records

Observation etc

Self assessments

In 1949, the first year of operations the NBP has one hundred employees one its payroll

but with in two years this number had grown to 1505. By 1960 the figure has risen to

5023.

National Bank of Pakistan trained its staff through a series of training programmed both

for junior officers and clerical staff during the first ten years. It was clear that one thing

more comprehensive was needed and the bank established a staff college Karachi by

1958. Three mote colleges were setup later at Lahore, Islamabad, and Peshawar. These

colleges provide rules regulations, supervisor staff and clerks to meet the Bank’s ever

rising skilled staff. This need jumps not only from the stable grown-up for the bank’s

business but the substitute of wastage due to resignation, retirement, sick physical

condition or passing away also.

The staff college obtains low-ranking bank officers for more preparation in banking

sector with the course duration from six to nine weeks having 25 students in each course.

75

The staff college course are planned not only to tell technological instruction, but also

develop traits of decisions, guidance and administration, while these student are expected

to be those persons who may expect to the higher most management roles the bank has to

present.

The bank also employs officers to attend banking tutorial both in Pakistan and out of the

country and it adds immense significance to the flow of thoughts, information and facts

which can be helpfully add to from these get-togethers.

NBP has significant accountability in guarantying that the countryside is fine symbolizes

at gatherings of bankers at home and global stage

Employee development

NBP has an accessible “Human Resource Development” department, which runs to raise

the offered abilities of the people to be had or being a part of the organization with the

aim of attaining its goals in an extra well-organized and valuable manner.

National Bank of Pakistan has two essential training methods.

It is associated with the training and development of mid term plans, concerning

new customers & middle level staff.

Training & development for long-standing plans, concerning the job development

of senior level staff.

National Bank of Pakistan implements off-job and on-job policies to educate middle and

higher level its workers. National Bank of Pakistan training & development school

counsels Job rotation to make sure and make easy the creating of all rounder.

The source of this task verifies the accessibility of the training plan at least 2 months

before the beginning of new coming year, with the aim of making it simple for the

meeting natives and orientation of the new employees.

76

National Bank of Pakistan has faith in pre-post training test for on hand staff and post

training test for new human resources. The beginners will be required to present back-

home action plan, which will be followed up by the Staff/ JNMDC colleges. These plans

will assist in assessment and end use of session of training.

Performance management”

“When you write things down, you commit to doing them, if you simply say what you want to do; there is really no commitment to getting it done”

Performance management is the setting performance standards and

hopes/expectations.

Performance standards give the foundation next to which the person can be efficiently

assessed.

Here are eight (8) situations to think when setting Performance standards:

Standards of performance are:

1. Achievable

2. Let for review and modify

3. understood by the worker when performing job

4. Based on the job and not on the individual doing the job

5. As measurable and specific as possible

6. Should be time-oriented

7. Always in writing

8. Settled by both the supervisor and employee

Furthermore it is about the member of staff’s performance and the responsibility. The

productivity of the organization depends upon the criticism given to the worker.

Particularly the new coming employee to the business wants to know their work and

work setting. The longer service workers also want constructive feedback on the fine

77

things they perform. National Bank of Pakistan is an organization where the

administration thinks regarding the staff.

In return, employees will be in state of being an important part of NBP. Human Resource

Development section, all the time, takes chance to assess the performance of human

resources. The appraisal system also helps the management of the NBP to help the

managers with placement, pay, and other HR decisions. The HRD section of the NBP

carries out the appraisal for the following uses;

It allows the employee, the Manager to take necessary about the improvement of the

performance.

The system also assists in promotion, increment in salary of the deserving employees

after their assessment and also gets ready for the next person for the succession plan.

How performance reports are written

How performance reports are written

PERFORMANCE REPORT—WRITTENEmployee: _______________

Date Hired: ______________

Job Title: _________________

Salary: __________

Date of Review: ___________

1. PERFORMANCE EVALUATION—INTERACTION WITH CO-

WORKERs_____________________________________________________________

_______________________________________________________________________

2. PERFORMANCE EVALUATION—PROFESSIONAL

ATTRIBUTES__________________________________________________________

__________________________________ ____________________________________

78

3. PERFORMANCE EVALUATION—QUALITY OF

WORK_________________________________________________________________

____________________________________ ___________________________________

4. PERFORMANCE EVALUATION—EMPLOYEE

OBLIGATIONS_________________________________________________________

_______________________________________________________________________

5. PERFORMANCE EVALUATION—ADDITIONAL

COMMENT_____________________________________________________________

______________________________________ _________________________________

Date of Next Evaluation: _____________________

Employee Interviewer: _______________________

e. Employee compensation & benefits Type of compensation & benefits

Compensation means all rewards that an employee receives consequently of their

employment.

Workers of NBP receive benefits and compensation in the form of:

Benefit: extra monetary compensations, except basic pay, include sick leaves,

holidays, paid vacations, medical allowance.

Non-Financial Rewards: pleasure of work did or a enjoyable running

atmosphere are non-financial incentives

Pay: Staff receives for performing assigned and designated tasks.

79

Some other benefits are:

Travel/Meal/Housing Allowance

Overtime Pay

Benefits including: dental, insurance, medical, vacation, leaves, retirement, taxes

Bonuses, Profit Sharing, Merit Pay

Commissions

Stock Options

Base Pay

Detail of some of above is:

Allowances/Bonuses:

Overtime:

This kind of bonus is given on extra time given to organization.

Rs. 2000/- officers and executives

Rs. 1500/- for clerical and non clerical staffs

Salary

100% of basic salary at Eidul -Fitar

100% of basic salary at Eidul –Azhaa

55% of Basic Salary in January

Profit Bonus---- is given according to Basic Salary when profit is declared.

Welfare fund is fixed

Medical facility:

80

1. within Ceiling Facility:

Clerical/Non Clerical

156% of Basic Salary

Officers

114% of Basic Salary

Executives

102% of Basic Salary

Following types of bills can be claimed:

Consultancy Bills

Lab Test

Dental test

2. Hospitalization:

Approved by bank

E.g. Gondal Complex, Fazal, Chaudhry

Application is being approved and then whole procedure is started.

3. In excess of Ceiling (prolonged illness)

12 diseases e.g. sugar, hepatitis, cancer

Such patients who have to take medicines monthly and an incentive are given to them in

the form of salary.

Some of them are:

Cancer

Asthma

Sickle cell information

Tuberculosis

Hepatitis

Diabetics

TB

Aids

81

NBP offers excellent working conditions, job satisfaction, superior leadership, and a

conductive atmosphere for development, besides a competitive financial package.

Organizational career management

Employee job changes

Job changes must be made in agreement with the public service rules and policies in the

classified service. Any individual selected or promoted must be skilled as fit in

accordance with and focus to the civil service official procedure. The “state personnel

director” will manage the documentation of each and every promotion & appointment.

Job changes with the organization

Whenever employee gets a promotion chance in some other organization he/she will

leave the existing organization. For this kind of problem there is solution in the form of

job changes with the organization but there are some rules that he/she can follow.

Change Management Program: National Bank of Pakistan has started as

determined Change Management Program for additional training of employees to

meet the dares of today necessities.

Following are some forms of Job Changes.

Promotion

Policy of promotion launched in 1979 and its foundation was three parameters. These are:

time-span of service

Education/Qualification

Standard of service

Separate marks were arranged for all parameter objects, after gaining the lowest

succeeding marks varying from employee to employee; promotion can be given to the

subsequently superior post.

While preparing the “merit based” promotion policy launched in 1999, opinion was given

that separate points should not be given for education/skill and service length or time

82

span. Simple reason for this was that the minimum qualification setting, as agreed in the

introduction for different levels of chain of command or hierarchy.

The other thought for such kind of visions was, in case the worker has enlarged his

aptitude for better presentation as compared to fellow colleagues, then the said ability

would be mirror on his presentation and this would clearly rate him better than

fellowmen.

Visions concerning the superiority of a member of staff were alike. So in the merit based

policy of 1999, in general, appraisal of an employee was foundation of following.

(a) Points Average gained by the employee in his service during preceding three years,

(b) Points, he would get in an assessment by the promotion or encouragement committee.

The given points by the promotion committee, nevertheless, again abridged the work out

to a automatic process as

60% points were fixed for qualification, service time span & standard of service

40% points were given to aim criteria. More improvements in the plans are being

considered.

Transfer

Transfers on request take place only on sympathetic and medical grounds even as

another cause is set off by the bank for meeting its administrative or organizational

necessities that is to fill the available vacancies

Seniority list is from OG-1 on General Side up to OG-2 T.O on the Cash side had also

added the short of progress of workers from one office to other office. Ultimately all the

workers turn out to be permanently located at their position of job, whether in head office

or the field offices of the Bank. All at once, there was a great deal of movement inside the

division/unit of positioning.

83

Worker can remain posted in one unit for up to 3 years and in a division for up to 6 years,

yet some offices used to frequently transfer their employees from one unit/division to

another.

Conversely, at the Head Office level, transfers were rare from one department to another.

This had worsened the level of effectiveness together at the head office level and at

countryside offices.

With the purpose of getting staff ready to accept innovative dares, hire fresh talents and

broaden the horizons of knowledge.

The subsequent transfer policy has been structured for all categories of

workers/employees but clerical and non-clerical staff of bank is not included in this

policy.

1. All transfers shall be made by director including the transfer of OG-3,

Administration, and OG-4 & above but with the authorization of the Managing

Director (MD).

2. Employees who are promoted at the post of OG-4 and above shall always be

transferred from the same office/department where they were functioning

previous to their promotion.

3. The list of seniority of all OG-1 officers and above is prepared on all-Pakistan

basis. Though, employees including those employees of cash department shall

remain manageable from one office to another office.

4. An employee transferred from one office to another will be permissible to look

for his posting back to his parent place of work or to the office of his selection

subject to managerial ease instantly after completion of 3 years of professional

experience.

5. Chief Manager can not stay at one office for more than 3 years.

6. The lack of employees at an office can be reduced by appointing the interested

employees of the Bank. If no such employees are on hand, the vacancies will be

filled through transfers of employees from the other offices of NBP where surplus

84

staff is available. Time of such transfers would be for a period of two years to

avoid troubles.

Procedures:1) Candidates are transferred in the subsequent order.

o Eligible recruits in same department(as the job opening)

o Eligible recruits in other departments(who have requested a

transfer)

o Eligible recruits being considered for discharge(a reduction in

human force)

2) Employees craving for a transfer will have to submit a written request for

transfer to head of department. The employee should recognize the

specific job in which they are paying attention and are interested. The

head of department will forward the request to the Human Resources

Management Department for suggested act.

3) HR Department will decide whether the preferred job or an appropriate

job opening be presents. If a suitable job is available, the Department of

Human Resources will arrange for the employee's application to be

reviewed by the department in which the opening exists.

4) Employees will be permissible for vacation with pay for job interviews

related to transfers.

5) The result to affect the transfer will be prepared by the department head in

which the job opening happens.

6) If employee is transferred to a similar job will be entitled to receive the

same pay rate.

Demotion

An employee of National Bank of Pakistan may be demoted for disobeying the rules and

regulations of the bank by actions such as extreme unpunctuality, bad behavior, or

carelessness. In some other cases, an employee may be demoted as employee is being out

of work, and National Bank of Pakistan is facing a financial crisis just because of the

non-justice in behavior of employee.

85

Notice: If an appointing authority unwillingly demotes an employee, then this appointing

authority will have to give an earlier notice in written form explaining the exact reasons

for the demotion of employee.

Conditions to demote any employee:An employee may be demoted by appointing authority if any one of the following

condition is applicable:

1. The demotion is asked for by the employee and is accepted by the hiring

authority.

2. The employee position has been brought to an ended.

3. Employee is not performing adequately.

4. The employee is put out of place by coming back to duty of another employee

entitled to the position.

5. The position of employee is downwardly reclassified.

6. The employee is demoted by another employee with more superiority during a

decrease in manpower.

7. The employee does not receive an acceptable trial service score.

Separations

Separation of an employee happens when an employee ends being a part of NBP staff.

The speed of separation of workers in National Bank of Pakistan is the determinant of the

speed at which member of staff goes away the bank.

Layoff

Layoff takes place when there is excess of human resources in NBP. So, layoff is the

short-term suspension or lasting termination of service of an employee or employees’

group for certain reasons, for instance, decision that some positions are no more essential

or a business is slow or disruption in job.

System of National Bank of Pakistan is computerized consequently need of staff in no

more in some departments. This can be a bigger cause of Layoff.

86

Termination:

Reasons for Termination:Termination can occur due to many reasons:

The end of the agreement for which the employee was in employment

Employee sickness and incapability to do work

Removal from office.

Employee Resignation

Other reasons

Procedure of Termination:1. Termination by the Employer:

The controller or supervisor must:

a) Provide the required notice in writing to employee.

b) Inform the General Manager (GM) about employee termination with termination

reason.

c) Make sure that the termination will not be unkind, unfair or irrational, and will go on

only when clause 2.8 of Settlement of Disputes, Grievances, Employee counseling and

Disciplinary Action of the Certified Agreement has been distressed.

d) Termination Form should be complete signed. Signatures of employee are not

necessary.

e) Completed form must be forwarded to Assistant Finance Officer for further course of

action.

f) A copy of the completed form must be placed in the personnel file of employee.

2. Termination by the EmployeeEmployee has to give a written required notice to supervisor.

Give the supervisor the required notice in writing.

The Supervisor has to

87

acknowledge and admit the resignation

Inform the General Manager (GM) of in the near future termination of the

employee and cause for termination.

Complete filling of “Termination Form” and signature are required here.

The signature of employee is required to complete the form as well.

Forward the completed form to the Assistant Finance Officer for

processing.

Place a copy of the completed form on the employee’s personnel file.

Resignation Whenever resignation from is received, , the concerned Branch Manager, Without any

delay, should fill up all columns in the prescribed format up to 13 and forward the same

form to the Zonal Manager through his regulator, in conjunction with the Resignation

letter. Since the administrative power to acknowledge the resignation of the employees

working in branches is the respective “Zonal Manager”, and “Assistant General

Manager” should put forward the format appropriately done to the Zonal Manager.

The following actions must be undertaken when a member of staff resigns from their post

in order to ensure that final salary payments are correct.

The Member of Staff must o Inform to his line manager in written form about his/her intention to resign by

giving the suitable contractual notice time.

The Line Manager o Arranges the notice, date of leaving job and verifies annual leaves that are

outstanding with the staff member. Any outstanding annual leave remaining

should be taken prior to say goodbye to the organization whenever possible.

o Takes and forwards resignation in written to Human Resource Management along

with verification of:

Agreed date of leaving

yearly leave situation

notice of leaving the bank or transferring to another branch or branch

Make sure that the staff member returns data on very last day.

88

HR Office: ensures that decided exit date and outstanding holiday claim is

correct

Accepts resignation letter in written form and sends Management

Accounts File to staff member, CC to Unit Head, Line Manager,

Payroll, Pensions, within 3 working days. Monthly payroll

deadline must be met.

Enters the date of leaving and leaving reason on “Resource Link”

and ends the documentation.

Payroll Office Must receive notice from Human Resource Management Department by monthly

payroll closing date.

Prepares the last salary payment and issues it to leaving member

Retirement Procedure:1. Human Resource Management Department notes down the employee CC line manager

direct leaving date.

2. Line manager organizes casual gathering with member of staff to talk about the

procedure and verifies right to ask for continuous working.

3. Line manager writes to member of staff verifying meeting CC to Human Resource

Department

4. Employee decides to give up work in the form of retirement at the age of 65.

5. Normal retirement process applies.

Labor management relations

There is a harmony among labor and management relations in National Bank of Pakistan.

Both cooperate with one another. Human Resource Management Department takes care

of the opinions of union.

89

NBP always shows an affectionate and supportive mind-set towards fresh employees and

greets these employees. Society for labor welfare is structured inside National Bank of

Pakistan, which operates with the aid of National Bank of Pakistan. A good affiliation is

formed and it provides;

Arrange variety shows for the employee’s families

educational funds or benefits for the employees

Instant aid to any accident.

incentives to on the job deceased

Critical analysis:National Bank of Pakistan is one of the largest banks of Pakistan. Internship at NBP gave

a chance to practically experience a government organizations. in this section , I am

being asked to critically analyze the organizations and relate the theoretical experience

with practical experience, as I read about CRM , organizational culture, etc, at different

stages of MBA in different courses, I found most of the things are not present in NBP.

Absence of some significant factors can harm the organization .these factors are like;

poor customer dealing by bank staff. There is no discipline in organization. Staff is not

punctual. most of the staff members come late than on time. Customers have to wait for

them. they can be a situation a customer is in emergency, when he comes into the bank,

staff is not on his desk, ultimately a bad word of mouth for bank by customers. If any one

comes late in office, HR Manager points him /her out, and takes necessary action but no

one gives importance or listens the HR Manager. HR Manager of NBP regulates the

employees to come in time and their own work, as major part of the work is done by

those internees who have been trained by them. This is illegal to get the work done by

internees. Staff is careless. Staff training is needed to teach them how to deal efficiently

with customers especially with old aged customers. no facility is given to the old aged

customers. NBP can get a competitive edge by providing facilities to old aged customers

like sitting facility, giving them respect, deal humbly, giving priority to such customers

can feel them they are worthy. Ultimately this can give rise in goodwill of the bank. as

90

most of the employees are old aged, they resist to change. Such staff members are not

mentally prepared to adopt new technologies to fill the gap. Some staff members are still

not happy to convert the paper pencil or offline mode of work to online mode. No proper

facility to accommodate the customers and no proper information desk which can provide

information to the customers. Reputation of bank is very poor in the minds of customers.

Communication among staff members is illicit, even staff usually use to call each other

by abusing. No proper check and balance on employees discipline. There is a lack of

motivation in the bank. Motivational scale is low to bring innovation in the bank. HR

Manager is educated enough to perform his\her duties but somehow, somewhere, he is

unable to control the whole situation as this can be done only when cooperation from

both sides. Here cooperation from the staff side is missing. They don’t want to change the

current scenario. Alone HR Manager can not do any thing. Internees are not entertained

well. HR Manager is not able to answers of internees. Staff does not give any importance

to internees.

SWOT analysis:According to my observation, Following are some Strengths, weaknesses, Opportunities

and Threats for NBP.

Strengths:1. Zonal Branch:

NBP, Civil Lines is a zonal branch; it deals with all small branches of NBP. It is head office in Gujranwala. If any branch meets with any problem, it handles it.

2. State bank Agent:Wherever state bank of Pakistan does not have its own branch, National Bank of Pakistan serves as agent of State Bank and perform its functions on behalf of state bank of Pakistan.

3. Maximizing Shares Holder's wealth:Shares holder's wealth is maximizing in NBP and in safe hands.

4. hire Qualified WorkersNBP civil lines branch has now more qualified employees who can compete in with the requirements of today.

5. Government Based BankNational Bank of Pakistan is purely nationalized sector. It has full support of government.

6. Well defined Policies and Objectives

91

Policies are well defined to all employees. Each and every employee knows the organizational strategy, goal and mission.

7. Dress codeDress code in NBP is strictly followed. Each employee is in his particular dress defined by organization like pent court for Officers and if some one wants to wear “shalwar qameez”, he has to wear “waskoot” also.

8. Pension Distribution:Only NBP civil lines branch distributes pension to pension holders

9. ATMATM facility is 24 hours available.

10. Western Union:Western Union branch is been opened in civil line branch, Faster and secured transfer of funds is possible now through western union.

11. LockersFacility of lockers is available at this branch, people can keep their documents and jewelry safe and secured.

Weaknesses1. Poor Discipline/Punctuality

It is the major factor of that can harm the organization in achieving goals is that the discipline level in branch is very poor. Employees are not punctual. Customers have to wait for their arrival so that particular procedure can be started.

2. Poor DealingEmployees rudely behave with customers and with each other as well.

3. Lesser number of employeesAnother factor which can become hurdle in the way of success is that number of employees in civil line branch is very low. Most of the work is done by internees in the branch.

4. NepotismToo much preferential treatment is there in civil line branch. There is too much discrimination by manager and employees.

5. Compliant Box is not safe:If customer gives any suggestion or does complaint about any employee, top management can not know anything about it because complaint chits have been removed

92

from complaint box by some of staff members. Here, management is unable to get feedback for further improvements.

6. Security Cameras are good for nothingNo benefit is got from security cameras. Cameras are old version and have used more than enough

7. Critical ProcessThere is a critical procedure for some tasks like for loan, and for account opening. This procedure is long as well. Sometimes customers are asked to give some personal information which they tell with some hesitation.

8. Information DeskInformation Desk is missing in civil line branch. This results in wastage of time and frustration of customers.

9. Ambiguity in Assessment Procedure Assessment procedure is with fill of ambiguities. Some employees appraise own selves by their own choice of rank.

Opportunities

1. Improved Hiring PolicyNBP can have improved policy of hiring employees.

2. Training and Development of employeesTraining and development is a good opportunity to get a competitive edge.

3. Foreign Exchange:A good opportunity in the form of foreign exchange for civil line branch of NBP in Gujranwala because Gujranwala is an industrial city and huge import and export is done in this region by its people. This can be a good source to earn foreign exchange

4. Deposit Mobilizations:Whole world is in economic crisis. Major Banks are becoming insolvent. Here it’s a good opportunity for civil line branch of NBP to introduce such products which are deposit mobilization and do not lesser the current liquidity.

5. EEOEqual Employment Opportunity is a big opportunity available in market to gather competent employees whether men or women.

Threats:

1. Rivalry among competing Banks:

93

It lays stress on rivalry of competing banks. Here NBP has to see how to compete with other banks and to what entrance extent as well.

2. Threat of new:Entrance of any other bank in market can become a threat on transacting in the market.

3. Potential Development of substitute Products:Other banks are offering the same product as substitute of NBP products

4. Political Influence:Politics is too much involved in NBP. Influential political personalities force bank management to select employees of their choice and bank has to agree with them as such personalities have huge bank balance with bank

5. Political Instability:Political Instability of country is another major threat to NBP.

6. Lower interest rates offered by other banks:This is a threat when other banks offer lower interest rates than the interest rates offered by NBP like interest on loan, extra higher service charges.

Conclusion:One of the largest online banks in Pakistan is National Bank of Pakistan. It works

according to rules and regulations set by State Bank of Pakistan. If I say, future of overall

National Bank of Pakistan is bright, it will not be wrong. But when talking about civil

line branch of NBP in Gujranwala, my point of view is totally changed. In my opinion,

the future of civil lines branch is in danger. Poor customer relationship management, poor

customer dealing, poor discipline are some factors which can harm the branch at macro

level and can become a major cause in the fall of civil lines branch in near future. But if

branch overcomes its weakness by utilizing its strength and opportunity available in

market, then it is a support to the drowning boat of civil line branch of NBP in

Gujranwala. This is the only way by which threats can be avoided. HR department has

become helpless due to rigid and non changing behavior of Employees. Old employees

do not want change actually. Civil line branch is the zonal branch which deals with all

small branches in Gujranwala region, if any branch faces any problem; civil line branch

handles it as it is the head office in Gujranwala. Paper work of NBP is awesome, but

94

latest technology is as important as to survive in the market and to be in competition. If

NBP in Gujranwala covers all its weaknesses, and takes opportunities at right time, surely

it can be on the way of progress InshaAllah and will contribute in overall progress of

NBP at national level and as well as at international level.

Recommendations:

1. Regulatory authority is highly needed concerning the disciplinary matters.

2. A committee of senior qualified expert staff should be physically present at bank

to receive complains by customers and catch the guilty person red handed.

3. Complain box should be such that no one can bring the compliant papers out of

box.

4. As only head office deals the pension, so this branch should provide facilities to

specially old aged pension holders to increase its good will.

5. Security cameras should be technically alright and latest.

6. Branch must review its strategy whenever any new entrance in market is visible

and whenever any product comes in market as substitute product of the products

of NBP.

7. NBP should introduce deposit mobilization products.

8. A check and balance should be imposed on all employees

9. A handsome amount of fine should be charge to the guilty employees.

10. training session should be held at different intervals in a financial year to make

employees more competent and get a competitive edge overall

11. Rules and regulations should be applied to all employees even to the top

management in any way.

12. Account opening, loan issuing and some other procedures should be more

convenient and flexible.

13. Make sure tat all employees follow rules and regulations.

14. Any strategy implied for the over all benefit of organization should be accepted

by every one, no one should have any objection on it.

95

15. Appraisal should be fair, transparent, and secured.

16. Separate information desk must be established in bank to facilitate the customers.

17. Prompt reply to the queries of the customers.

18. Favoritism and nepotism should be strictly dealt. Any employee whether of lower

rank or upper rank found involved in favoritism and nepotism should be removed

on the spot.

19. A separate investigation team should be formed to investigate the market

situations and keep the working be up to date.

20. New qualified and competent employee must be hired to fill the gap.

21. All branches of NBP should be online for customer convenience and for best link

among all its branches.

22. Bank mangers should not encourage the influence of customers with huge bank

balance

23. Higher authority should be free from any influence and pressure by politicians

24. All branches should deal foreign exchange.

25. Internal audit should be held and executed fairly.

26. External audit is of tremendous importance. It should also be held fairly.

27. Differential products should be introduced by NBP.

28. Marketing Strategy should be improved.

29. facilitation should be provided to civil line branch.

Reference & Sources usedHR manager Ghulam Abbas

Manager assistant zeeshan

National bank web site www.nbp.com.pk

Orientation books of NBP

96

www.scribd.com

www.wikipedia.com

VU course books

Conflict management

Human relations

Organizational development

And customers of NBP

Annexes

97

98

99

100

101

102

103

104

105

106

               

Sr. No. A/c No Amount Commission FED Postage TotalNet Amount

1     50.00 3.00 75.00 128.00 128.002     50.00 3.00 75.00 128.00 128.003     50.00 3.00 75.00 128.00 128.004     50.00 3.00 75.00 128.00 128.005     50.00 3.00 75.00 128.00 128.006     50.00 3.00 75.00 128.00 128.007     50.00 3.00 75.00 128.00 128.00              0.00TOTAL 0.00 350.00 21.00 525.00 896.00 896.00

Commission charges of ATM

107