Internship Report

Introduction to HBL

HBL established operations in Pakistan in 1947 and moved its head office to Karachi.

Our first international branch was established in Colombo, Sri Lanka in 1951 and Habib

Bank Plaza was built in 1972 to commemorate the bank’s 25th Anniversary.

With a domestic market share of over 40%, HBL was nationalized in 1974 and it

continued to dominate the commercial banking sector with a major market share in

inward foreign remittances (55%) and loans to small industries, traders and farmers.

International operations were expanded to include the USA, Singapore, Oman, Belgium.

On December 29, 2003 Pakistan's Privatization Commission announced that the

Government of Pakistan had formally granted the Aga Khan Fund for Economic

Development (AKFED) rights to 51% of the shareholding in HBL, against an investment

of PKR 22.409 billion (USD 389 million). On February 26, 2004, management control

was handed over to AKFED. The Board of Directors was reconstituted to have four

AKFED nominees, including the Chairman and the President/CEO and three Government

of Pakistan nominees.

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THE MISSION STATEMENT

To be the leading private sector bank in Pakistan

With an international presence,

Delivering quality services

Through innovative technology

An effective resource management

In a modern and progressive organization

Culture of meritocracy, maintain

High ethical and professional standards,

With providing enhance value to all our stakeholders,

And contributing to society

VISION

To be the leading bank in the region.

CORE VALUES

The intrinsic values, which are corner stones of HBL are:

Commitment

Integrity

Fairness

Team-work

Service

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OBJECTIVES OF THE HBL

As HBL looks ahead to the future by moving through the decade of the 1947 its efforts

are guided by a broad framework of corporate objectives, which are as follows:

It will endure to provide its customers with as many creative financial services and

products, as is required. As today customer demands a package of services suited to his

particular business, HBL plans to develop different and new products to cater to the

customer's demand. HBL has they strength to be a market leader.

Bank will keep standing and by and develop, its human capital base. It is planning to

provide all the required training to its staff towards achieving a higher level of

professionalism. HBL will continue striving to build a strong, motivated and dedicated

work force where total commitment will be towards customer's satisfaction and wealthy

growth of organization.

HBL will endure to provide a competitive return to its shareholders and will strive to

maximize its share value. The enhancement in its capital and returns will be a continuous

process. HBL is interested in being one of the most financially viable institutions. So it

lays great emphasis on gradual building up to a healthy deposit mix. In the years ahead,

the bank will enhance its focus on growth through operational efficiency, creating

strategic alliances developing well-structured networking system innovating new

products, enhancing marketing and sales efforts improving customer service, achieving

greater employee motivation and providing the best value to its stakeholders - will make

it a leader in the corporate world.

HOW CHALLENGE BE DELIVERED

These objectives and guiding mission will be achieved through

Focused objective

Winning as a team

Excellence in delivery

Relentless quality

Upward rising sales

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Management

R. Zakir Mahmood President and CEO    

  

Sima KamilHead-Corporate &Investment Banking  

  

Ayaz AhmedChief Financial Officer   

  

Jamil IqbalChief Compliance Officer   

  

Faizan MithaGlobal Treasurer 

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Aslam Gadit Head-Remedial Assets   

  

Tulu Islam Chief Information Officer   

  

Nausheen Ahmed Company Secretary &Head Legal  

  

Dr. Razi Azmat Head-Human Resources   

  

Shahid Fakhruddin General Manager-

International & MarketRisk Management

  

Aman Aziz Siddiqui General Manager-Gulf   

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Sohail MalikChief Risk Officer   

  

Nauman K. DarHead-International Banking  

  

Abid Sattar Head-Retail & ConsumerBanking  

  

Mudassir H. KhanHead-Global Operations   

  

Salim Amlani Chief Internal Auditor   

  

Mirza Saleem BaigHead-Learning & Development  

 

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 Aly MustansirHead-Marketing & Brand Management   

  

Mubashar MaqboolHead-Commercial &Retail Lending   

  

Mohammad Aslam Head-Islamic Banking

  

  

Abdur Rashid AwanBusiness Head-SemiUrban Areas  

  

Muhammad Ali Regional Chief Corporate Banking-North and Rawalpindi-Islamabad

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Introduction to Branch

Islamic university Branch was having operations which were according to conventional

banking. State bank has announced policy that all banks should have at least one Islamic

branch in each city. Keeping in view this announcement, HBL management decided to

convert Islamic University Branch to Islamic Banking.

After 30th June 2010 all the operations of the bank were converted to Islamic Banking

operations. By doing this they also need to have a merger with other branch of HBL so

that they can have help in conversion, so a merger was done with I-9 Branch of HBL.

After conversion it was important that there should be a Branch manager who can carry

Islamic Banking operations in a good manner and should have much information of

Islamic Banking. So Mr. Omer Farooq was appointed as Branch Manger who previously

worked with Alflah Bank.

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Management

Mr. OMER FAROOQ

Branch Manager

Mr. AZAM ALI

Manager Operations

Mr. NAEEM SAJJAD

Manager Trade

Mr. MUBBASHIR ILYAS

Manager Clearing and Account Opening

Mr. SHEHZAD

Relationship Manager

Mr. FIDA

Manager Teller

Mr. IQBAL

Cashier

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DEPARTMENTS AND ASSIGNED WORK

Banking procedures are divided between various departments. Different

departments do their jobs in occurrence with the bank policies. In HBL each branch is

divided into various departments. Head of department manages each department &

officials of the branch follow procedures.

The departments working within a branch are as:

GENERAL BANKING DEPARTMENT

Account opening department

Remittances department

Cash department

Clearing department

PRIVILEGE BANKING DEPARTMENT

Online banking

Lockers

CREDIT DEPARTMENT

FOREX DEPARTMENT

Import department

Export department

Foreign currency department

ACCOUNTS DEPARTMENT

IT- DEPARTMENT

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HBL Islamic university Branch was working as conventional Branch but now change has

been brought in HBL branch and branch has been converted to Islamic Banking. Now

this branch is not having some Departments including:

Credit Department

Forex Department

Forex Department was there in the branch but now they are not having license for that so

Branch is not facilitating Regarding Forex Accounts or transfer. MISYS is the name of

the software which is being used by the branch for operations. I ave worked in following

departments and I was given different tasks in all of the following departments.

ACCOUNT OPENING DEPARTMENT

Functions of Account Opening Department

Providing account opening form according to the customer's requirements,

Guide the customer about the requirements of the account opening and form

filling,

Check the forms whether they are correctly completed or not,

Preparing checklist,

Stamping on the form,

Maintaining account opening register,

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Account Opening In-charge

OfficerOfficer

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Pasting of forms in register after release from general banking in charge,

Issuance of cheque books,

Issuance of accounts maintenance certificate,

Closure of account

Verification of signature in case of cheque presented before releasing of account

opening from SS card is not yet scanned

IMPORTANCE OF INTRODUCTION

FOR A\C OPENING

Introductory references As soon as a person opens an account with the bank, the banker

customer relationship is established. In such situation this is advisable the banker should

not open new accounts of unknown persons unless references regarding the integrity and

responsibility of the purposed persons are obtained from respectable parties.

Failure to exercise this care may result in serious consequences not only for the banker

concerned but also for the other bankers and general public. It is not sufficient to obtain

the reference but its genuineness must also be verified. Omission of this may have serious

consequences.

In practice we see that there is tough competition among bankers for procurement of

deposits, so to press a prospective new customer to find the desired reference may offend

him, yet he is to be welcomed by the banker as a source of fresh deposits. But these

practical difficulties have to be handled tactfully because the risk involved to carry out

this requirement partially or wholly may lead to undesirable results.

PRECAUTIONS TO AVOID FRAUD

If preliminary necessary inquiries mentioned above are not made and account is opened,

it is possible that an undesirable person is provided with a chequebook to defraud

innocent people or the person being an undercharged bankrupt may put the banker in

difficult situation.

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1. SAFEGUARD AGAINST UNINTENTIONAL OVERDRAFT

Sometimes due to misreading of the balance an account may be inadvertently overdrawn

or the credit entry of customer is placed into the account of another person by mistake

who happens to have withdrawn that amount. in all such cases the amount can only be

realized if the person is man of integrity.

2. INQURIES ABOUT CUSTOMERS

Have all necessary information with him regarding his Generally a banker is asked by

another banker to give his opinion about his customer’s financial position. Therefore, it is

beneficial for the both that the banker should customers.

3. PROOFS FOR REASONABLE CARE AND INQUIRY

Under section 131 of negotiable instrument act, 1881 a collecting banker is protected

provided he collects the cheques of his customers in good faith and without negligence.

But if the banker fails to make preliminary inquiries he may be deprived of statutory

protection, being guilty of negligence.

ACCOUNT OPENING PROCEDURE &PRECAUTIONS:-

KNOW YOUR CUSTOMERS

The objective of knowing a customer is to have a fair idea about the identity, financial

resources, and general information about the customer at the time when the relationship is

established. A banker must have following information about the customer:

Customer name:

Enter complete name as mentioned in original ID card /other business documents.

Nature of business /profession: if customer is of salaried class enter his employer name.

If the customer is a businessman, trader, sole proprietor, enter the business name, for

example “Jamil Traders”etc.also enter the customer’s title/position and address of the

business/employer. Address with P.O.BOX is not acceptable. Similarly remarks like

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“Private service”, “business” are not acceptable, rather specify what type of

company/business the customer is associated with for example Manager Philips Electrical

Company.

Address:

Enter the complete business/residential address. With in the brackets you may also

provide prominent address identification marks for ease of physically locating the

address.

Contact Numbers:

Enter home, official, mobile, fax number and e-mail address (if available). Banker can

verify the number by giving the customer a courtesy call or by sending him a e-mail.

Other/ secondary/ mailing address:

Some customer may volunteer their parents or siblings’ addressor second home address

or a mailing address other than a permanent address.

Special instructions:

Clear-cut special instructions must be obtained from customers. If the customer has not

given any special instruction specified column must be cancelled by drawing a line, as

this column must not be left blank in any circumstance.

Existing/other bankers:

Almost most all the bankers usually have a banking relationship with another bank. In

case of customer who does not have an existing banking relationship, or does not want to

disclose the existing relationship, then it is strongly recommended that at least for some

time this particular account must be kept under observation.

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TYPES OF ACCOUNTS

1) ACCOUNTS OF GENERAL CUSTOMERS

Current Account

PLS Account

As HBL Islamic University Brach was going through a change and was in transition

period, we also had an exercise to convert accounts of customers from conventional

banking to Islamic banking. The basic thing was that the branch code was changed from

1844 to 5006.

REMITTANCE DEPARTMENT

Functions of remittances department

The functions of remittance departments is to handle with the following instruments:

Pay Order

Demand Draft

Pay slip

Telegraphic Transfer

Payment of Remittances

Cancellation of pay order & demand draft

The remittance department deals with the transfer of money from one place to another.

This department deals with the local currency transfer only. HBL provides these services

to both customers & non-customers

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Remittance can be made through:

1) Instrument transfer

2) Electronic transfer

Instruments of the Remittances Departments

PAY ORDER

Pay order issued from one branch only be payable from the same branch. It is normally

issued for payment in the same city. It is normally referred as banker's cheque

Get the application form.

Issue pay order after recovering cheques.

Do necessary vouchering.

Make entry in MISYS

All pay order shall be crossed" payees account only".

Charges on issue of Pay Order

Amount (Rs) Charges (Rs)

Less then 100,000 350/-

Above 100,000 600/-

Duplicate Pay Order:

Check the record to insure that payment has not been effected.

Get application for issuing of duplicate PO.

Recover charges.

Issue duplicate pay order.

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DEMAND DRAFT

It is an instrument on demand for which value has been received, issued by the branch of

the bank drawn i.e. payable at some other place(branch) of the same bank. In case of

agency arrangement- demand draft can also be issued by one branch of the bank payable

to other branch of the other bank e.g. DD issued by HBL payable by MCB.

Charges on issue of Demand Draft

Amount (Rs) Charges (Rs)

1 - 10,000 350/-

10,000 – 100,000 350/-

100,000 - 1000,000 350/-

Over 1000,00 600/-

Now HBL has brought a new thing that is banker’s cheaque they have given one name to both Demand draft and pay order. For the person having account in he branch will be charged only Rs. 160/-.

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CASH DEPARTMENT

All physical movement of cash in the bank is made through the cash department.

Normally cash department performs following functions

Receipt

Payments

Act according to any standing instructions

Transfer of funds from one account to another

Handling of ATM

Verification of signatures

Posting

Handling of prize bond

Cash receipt section

In this section the cashier in following manner receives cash:

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Fill- up deposit slip

Cashier counts the amounts and fulfills other

requirement

Deposited on Receipt Customer

Cashier counts the amount and fulfills other requirements

Process of deposits

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Cash payment section

In this section honoring the cheque through following process makes payment.

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Cheque is presented at token counter

Cheque is recorded & token # is allotted

Cashier counts the amount & payment is made

Cancellation officer cancels cheque

Posting is madeTwo signatures on back of the cheque by customer

Process of payment

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CLEARING DEPARTMENT

MEANING OF CLEARING

The word clearing has been derived from the word “Clear” and is defined as “ a system

by which banks exchange cheques and other negotiable instruments drawn on each other

within a specific area and thereby secure payment for their clients through the Clearing

House At specified time” in an efficient way”.

1. Since clearing does not involve any cash etc. and all the transaction take place

through book entries , the number of transaction can be unlimited.

2. No cash is needed as such the risk of robbery, embezzlements and pilferage are

totally eliminated.

3. As major payments are made through clearing, the banks came manage cash

payments at the counters with a minimum amount of cash in vaults.

4. A lot of time, cost and labor are saved.

5. Since it provides an extra service to the customer of banks without any service

charges or costs, more and more people are inclined and attracted towards

banking.

CLEARING HOUSE

It is a place where representatives of all banks sit together and interchange their claims

against each other with the help of controlling staff of State Bank of Pakistan And where

there is no branch of State Bank of Pakistan the designated branch of National Bank of

Pakistan act as controlling member instead of State Bank of Pakistan

MEMBERSHIP CEASES

It ceases to be a scheduled Bank.

It is not able to meet its liabilities.

State Bank of Pakistan or Central Govt. prohibits it to receive fresh deposits.

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RULES AND REGULATIONS HAVE CLEARING HOUSE:

Timing:(Monday through Friday)

i. 1st Clearing at 9:15a.m.

ii. 2nd Clearing at 3.30 p.m.

Each bank will send competent representative to exchange the cheques.

Each bank is required to insure that all cheques and other negotiable instruments

are properly stamped and suitably discharged

An objection memo must accompany each and every cheque when return unpaid

duly initialed.

Each bank is required to maintain sufficient funds in the principal account with

SBP to meet the payment obligations.

The State Bank of Pakistan debit the account of each member of the

clearinghouse with the proportionate working expenses incurred on the operation

of clearing house. These expenses are very nominal.

.

OUTWARD CLEARING AT THE BRANCH:

The following points are to be taken into consideration while an instrument is accepted at

the counter to be presented in outward clearing:

The name of the branch appears on its face where it is drawn o.

It should be stale or post dated or without date.

Amount in words and figures does not differ.

Signature of the drawer appears on the face of the instrument.

Instrument is not mutilated.

There should be no material alteration ,if so, it should be properly

authenticated.

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If order instrument suitably indorsed and the last endorsee’s account being

credited.

Endorsement is in accordance with the crossing if any.

The amount of the instrument is same as mentioned on the paying-in-slip and

counterfoil.

The title of the account on the paying-in-slip is that of payee or endorsee (with

the exception of bearer cheque).

If an instrument is in order than our bank special crossing stamp is affixed across the face

of the instrument. Clearing stamp is affixed on the face of the instruments, paying-in-slip

and counterfoil (The stamp is affixed in such a manner that half appears on counterfoil

and paying-in-slip). The instrument is suitably discharged, where a bearer cheque does

not require any discharge and also an instrument in favor a bank not need be discharged.

The instrument along with pay-in-slip is retained while the counterfoil is given to the

customer duly signed. Then the following steps are to be taken:

1. The particulars of the instrument and the pay-in-slip or credit voucher are entered

in the outward clearing register.

2. Serial no. Is given to each voucher.

3. The register is balanced; the credit vouchers are balanced from the instruments

and are released to the respective departments against acknowledgement in the

register.

4. The instruments are arranged bank wise.

5. The schedules are prepared in triplicate, two copies which are attached with the

relevant instrument and the third is kept as office copy.

6. The house page is prepared from schedules in triplicate.

7. The schedules and house pages are signed by the house incharge with branch

stamp.

8. The grand total of the house page is taken and agreed with that of the outward

clearing register.

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9. The instrument along with duplicate schedule and house page are sent to the main

office.

However the amount is kept in float till final status of various instruments is known from

respective paying banks in second dealing.

The entry of the instrument returned unpaid is made in Cheques returned Register. If the

instrument is not to be presented again in clearing then a covering memo is prepared. The

covering memo along with returned instrument and objection memo is sent to the

customer who sent the same to his account.

INWARD CLEARING OF THE BRANCH:

1. The particulars of the instruments are compared with the list.

2. The instruments are detached and sort out department wise.

3. The entry is made in the inward clearing register (serial no. Instrument no.

Account no. Is written).

4. The instruments are sent top the respective departments

5. The instruments are scrutinized in each respect before honoring the same.

OUTWARD CHEQUES RETURNED UNPAID:

These are the cheque returned unpaid by us in inward clearing. due to some objections.

INWARD CHEQUES RETAINED UNPAID:

These are the cheques retained unpaid to us which were lodged by us in Outward

Clearing.

RETURN OF CHEQUES AFTER CLEARING HOUSE:

Suppose all cheques received in the inward clearing are passed and later on it is found

that a cheque should have been returned, in such cases, we contact the collecting branch

and request them not to make payment against the proceeds of the cheque which was not

returned unpaid by us in due time. the cheque with objection memo along with a covering

letter is sent to the collecting branch, making request to issue a payment order in favour

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to balance the Cash-cum-day book we may debit suspense account sundry debtors with

the approval of the manager. When the payment order is received, it is lodged in clearing

and suspense account, sundry debtors is adjusted accordingly.

SPECIAL CLEARING:

In addition to the normal clearing function at Clearing house it is mutually agreed to hold

an extra clearing at the clearing house on the particular day and time which is known as

“special clearing” it is arranged due to the rush of work arising out of say, more Holidays

declared by the Central Govt. at a time, but normally special clearing is held on last

working day of our half yearly and yearly closing i.e. 30th June and 31st Dec. every year.

FOREIGN EXCHANGE DEPARTMENT

The term "foreign exchange" is used to denote either a foreign currency or the rate at

which one currency is converted into another or the means & methods by which one

currency is exchanged for another.

Functions of Foreign Currency Account Department

Foreign exchange department performs following functions:

Foreign Bills for collection (FBC)

Foreign telegraphic transfer (FTT)

Foreign Demand Draft (FDD)

TDR

Issuance of Proceed realization certificate

Inward remittances

Daily Reporting

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Requirement of Funds Transfer

For transfer of fund in foreign currency, a person must have his account in foreign

exchange in the bank.

Requirement of account opening is $500 or any other currency equivalent to $500.

Types of currency Interest p.a.

Dollar .1%

Pound sterling .1%

Euro .1%

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SWOT ANALYSIS

An analysis indicating towards the organizations strengths, weaknesses, opportunities and

threat is termed as SWOT Analysis. Such an analysis is very important for the

management in retaining the strength, overcoming the weaknesses, capitalizing over the

emerging market opportunities, and carving ways to successfully tackle with the threats

and ultimately converting them in the strengths for the organization.

During six weeks of my stay at HBL, Islamic University Branch Islamabad, I have come

across the following SWOT analysis of the bank.

STRENGTHS

LEADING PRIVATE SECTOR BANK:

HBL is the leading private sector bank in the banking network in Pakistan with many of

them online branches in major cities of the country

AUTOMATIC OPERATIONS:

The operations performed by the bank are highly automated that result in assurance for

the customers that their transactions are completed reliably, efficiently and securely.

FULL DAY BANKING

One can avail the benefit of the services provided at the bank till 6:00 P.m. which is

highly useful for those customers who find it difficult to leave their officers in the

morning..

ATM NETWORK

The bank has the largest ATM Network cross the country. The customers of HBL

withdraw access their funds any time at all the ATM Sites.

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CUSTOMIZED SOLUTIONS

The management of the bank believes in customer focused banking rather than the

product oriented banking. The products and services designed by the bank are

specifically tailored to the individual needs of its customers.

CUSTOMER ORIENTED BANKING

The priority banking centres of the bank offer an unmatched where the customer receives

highly privileged services in a highly elegant environment. It gives the chance of

experiencing new standards in banking. Designed specially for those who appreciate only

the finest things in life, Priority Banking offers the very highest levels of personalized

banking to match customer’s unique status.

ELECTRONIC BANKING

The revolution in the banking in the form of electronic banking operations have opened

avenues of excellent, efficient and quick services saving the time and costs of the

customers and fortunately HBL is among those few banks who are already reaping the

benefits of electronic transactions.

ELECTRONIC FUNDS TRANSFER

HBL management is quite prepared to adopt the latest advancements in technology

resulting in revolution in the banking operations such as check clearing process,

computer based teller equipment, automatic teller machines, and electronic funds

transfers among the others.

PHONE BANKING

Phone banking service is very attractive for those classes of customers who don’t have

time to personally come to the bank i.e. banking on the phone line thus saving the

precious time of the customers.

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ETHICAL CONCERNS AND PUBLIC IMAGE

The organizations showing concern for the people, ethics, and environment enjoy good

public reputation and are able to reap the benefits in the long run. HBL management is

quite sensitive to this issue.

WEAKNESSES

In my opinions these are the points that might be detrimental to the efficiency and

profitability of the bank.

.

LOW JOB SATISFACTION

Understanding and the effective management of the human resources is the most difficult

challenge faced not only by the bank but by all the organizations. Even though the people

have been sacrificed in the new organizational developments, it is becoming clear that the

true lasting competitive advantage comes through human resources and how they are

managed. HBL seems to not focusing on this highly critical issue as the job satisfaction

level of the employees working at HBL, was quite low.

LACK OF SPECIALISATION

This famous and useful concept given by Adam Smith in 1776 seems to be missing in the

bank. The employees are constantly rotated from one job to another job of totally

different characteristic in the view of giving them the know-how of the working in all the

departments. But I think this is not a very good tactics used by the management.

Otherwise the situation might be like this ‘Jack of all and master of none.’

CENTRALIZATION

There is a high degree of centralisation in the bank. Almost all the decision-making is in

the hands of the upper management. But centralisation is effective up to a certain level

otherwise it becomes inefficient and at times costly too. I personally observed that delay

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occurred in the operations of the employees only due to the fact that they had not got any

instructions from the head office.

LACK OF TRAINING FACILITIES

Presently there is no specific training program arranged for the new recruiters. They have

to learn based on their observations and also their mistakes. It takes a bit time for the

fresh one to learn the banking the result is huge amount of blunders, mistakes etc.

resulting in monetary and non-monetary losses for the bank. There is pressure not only on

the new learner but also on the person placed upon with this responsibility.

OPPORTUNITIES

Apart from the ones discussed in External Factors Evaluation Matrix, the bank is facing

the following threats and opportunities currently:

These are positive external environmental factors effecting the organization.

It deals in bulk business.

A large amount of foreign investment is attracted.

Strong potential for growth

Steady increase in Customer Deposits

Sharp increase in imports and exports

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THREATS

High Employees Turnover

As discussed above, the job satisfaction level of the employee is very low resulting in

high turnover, which is bad for any organization as there are huge monetary and non-

monetary costs involved in the fresh recruitments.

High charges

The schedules of charges indicate that the fees charged by the bank on the various

services it provides are extremely high. It may result in decrease in the number of its

exiting customers. Further more, this could be very alarming situation for the bank in

case some of the competitors grasped the opportunity and lowered its rates. The result

would be either the lost of market share or decrease in the charges resulting in lowering

the bank’s income.

Stiff Competition

SCB is currently facing strict competition from the foreign banks especially the American

who banks enjoy a good market position. Collectively U.S. banks hold approximately 9

percent of all commercial banks' assets. At present, three American banks are operating

in Pakistan: American Express Bank; Bank of America and Citibank

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Conclusion

After spending six weeks at different departments of the bank, interacting with the

employees, getting their views, observing the organizational structure and design, I have

come up with the following suggestions that in my view, will definitely improve a few

weaknesses observed in the bank by me.

Flexible Policies

The bank should be adopt flexible policies, specially in the areas of the recruitment,

promotions, evaluation of the employees otherwise the high turnover observed in the

bank will continue to create problems for the bank now and in the future.

Permanent Hiring

The fresh hiring should be made permanent so that they are secured of their future.

Further the allowances and perquisites attached with the permanent jobs will also

increase the motivation level of the employees.

More Hiring:

In HBL there is one person having different tasks, which some time create pressure for

the employee, so there should more work force to handle operations

Job Training Programs

The bank should place emphasis on the organization of effective training and

development programs for its new as well as existing employees so that these are

gradually updated regarding the recent developments in the field of banking.

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Revival of the Charges

The rates for the various charges provided by the bank should be brought down a bit, as it

would result in increase in the number of customers of the bank.

Decentralization

The higher authorities should form team-based management rather than centralized

management. It would result in improvement in uplifting the morale of the employees.

They will be more motivated and involved in all their operations resulting in overall

effectiveness of the organization.

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