$BA%&'% '%A%+ '%A%+
H* Business S'hool
PRA+ The field of banking has always been a source of inspiration for me during my entire academic career. To work in a bank, to acquaint with its working mechanism was always a point of interest for me and Almighty Allah gave me a golden opportunity to complete my internship at United Bank Limited, one of the leading bank in akistan which ranked at first position in !"#$ and well known in the world due to its appearance in the international markets. % had a general idea about the banking, but once % practically started the internship in banking field % observed much about banking. % reali&ed the importance and significance of commercial banking for the development of economy. To ad'ust myself in such a large comm commerc ercia iall orga organi ni&a &atio tion n was was not not an easy easy task task,, but but by the the grac gracee of Almig lmighty hty Allah Allah % completed my internship in a befitting manner and % learned a lot about the overall banking arena. This e(panded my vision about the banking sector, which in turn enabled me to make an appraisal of the economic situation of our country. This report is a thorough essence of my rigorous studies which % undergone through in a period of SIX weeks from 25-July-2016 to 04-Se!e"#e$-2016 in UBL. UBL. % have have e(cl e(clus usiv ively ely studi studied ed and and obser observe ved d the the oper operat atio ions ns))
functioning of the bank and tried my best to abreast myself with all the dimensions of the bank. The purpose of this report is to evaluate the performance of UBL in diversified avenues and and give give conc concret retee reco recomm mmen enda dati tion on for for furt furthe herr impro improve veme ment nt.. Alth Althou ough gh the the bank bank is functioning satisfactory, but the path to ultimate success is still full of threats and hurdles. %t was a great e(perience to work there and contribute handsomely in the process of appraising its pros and cons and feeling to be a significant part of the bank. % am thankful to all those who helped me in one*way or the other and guided me in the preparation and compilation of this report in a presentable fashion.
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A+&%./L0M%1 By the the grace grace of Almig lmighty hty Allah Allah,, the the most most +erci +ercifu ful, l, the the most most Bene Benefi ficia cial, l, % am today today submitting my internship report at the end of my first practical working e(perience and % am glad glad to have have it with with UBL, UBL, where where y%u com come &'$(!, only if youre the customer. Thirst of learning is inside you, and whatever the environment, if youre willing to learn, you do. At UBL % had a new, challenging, yet a perfect environment to learn. +y parents prayers and their teachings were always with me and hereby % would like to take this opportunity to show my gratitude to all those who made my internship an adventurous outwit. -ere % am, from more professional professional and rather corporate environment environment of UBL N)*)+ ,%! branch. % never knew what it all going to be. As % enter the branch, despite of the most hectic schedule, S'$ A+'ue B)#)$ Bu!! welcomed me wholeheartedly. % am really grateful to him for clarify clarifying ing my concep concepts ts and making making me learn learn from from his e(perie e(perience nce.. Also Also the person to whom % would like to give my regards is the female officer M).)" S)+) N)ee" from clearance department of the bank, who gave me very useful tips and information. % might not be able to complete my internship without her co*operation and her kind behavior. hatever % learnt from both of them will definitely help me in my professional profess ional life ahead. Thank you so much for being so co*operative and so helpful every time. % am thankful to all the bank staff s taff of UBL /awan 0ot branch and particularly. particularl y.
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+r. 1ahid %qbal +r. Anique Babar Butt +r. 0amran Aslam +iss 3ana /aeem +iss /awal 0han +iss 0anwal A&am +iss Afshan
Branch +anager 2peration +anager ersonal Banker 4etail Banking 2fficer 4etail Banking 2fficer 5ustomer 3ervice 4epresentative 3ales 2fficer
00'+A1'.% % would like to dedicate my work to my +other from whom % have received a great inspiration and boost for doing this important work. %n addition, % dedicate this work to my teachers at -a'very University, Lahore. They guided me, shown their confidence in me and made me reali&e that % am very capable of doing such kind of work. % would also like to dedicate my work to all my class fellows and colleagues in UBL /awan 0ot 6#78"9 branch who really helped me to perform this work. +ay +a y Almighty Almighty ALLAALLA- bless them all.
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Table Table of Contents Contents PRA+..................... ................................ ..................... ..................... ..................... ..................... ..................... ...................................... ............................ 2 A+&%./L0M%1...................... ................................ ..................... ..................... ................................................. ....................................... 3 00'+A1'.%..................... ................................ ...................... ..................... ..................... ..................... ..................... ................................ ..................... 4 2+U1'3 SUMMAR4.................... ............................... ..................... ..................... ...................... ....................................... ............................ 7 PLA% . M4 '%1R%SH'P PR.RAM..................... ................................ ..................... ..................................... ........................... 8 PURP.S . S1U04:.................... :.............................. ..................... ..................... ..................... .......................................... ............................... 9 S+.P . S1U04:................... :............................. ..................... ..................... ..................... ............................................... .................................... 9 L'M'1A1'.% . S1U04:................... :............................. ..................... ..................... ..................... ....................................... ............................ 9 M1H.0.L.4 . S1U04:................... :.............................. ..................... ..................... ........................................... ................................ 9 ")
PR'MAR4 0A1A:................... :.............................. ..................... ..................... ..................... ...................................... ............................ 9
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S+.%0AR4 0A1A:...................................................................................9
BA%&'% S4S1M:................... :............................. ..................... ..................... ..................... ......................................... .............................. ... 10 BA%&'% H'S1.R4:.................... :.............................. ..................... ..................... ..................... ...................... ............................... .................... 10 BA%&'% '% PA&'S1A% PA&'S1A%:.................... :.............................. ..................... ...................... ..................... ..................... ..................... .............. .... 10 A03A%1AS A03A%1AS . BA%&'% S4S1M .R +.%.M4 :.................... :.............................. ......................11 ............11 UBL H'S1.R4:.................... :.............................. ..................... ...................... ..................... ..................... ..................... ..................... ................... ........ 12 3'S'.%, M'SS'.% +.R 3ALUS:.................... :.............................. ..................... ...................................... ........................... 14 BR' '%1R.0U+1'.% . 1H .RA%'5A1'.%:................................................15 PR.0U+1 L'%S:.................... :.............................. ..................... ..................... ..................... ..................... ................................... ......................... 16 ")
+6rrent A77o6nt8 .................... .............................. ..................... ...................... ..................... ..................... ....................... ............ 16
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Bas asii7 Bankin kin9 A77o6nt (BB BBA A).................... ............................... ..................... ..................... .........................16 ..............16
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PLS Savin9 A77o6nt..................... ................................ ..................... ..................... ..................... ..................... .................. .......17 17
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UBL Asaan A77o6nt..................... ................................ ..................... ..................... ....................................... ............................ 17
L.A% PR.0U+1S:.................... :............................... ..................... ..................... ..................... ..................... .................................. ....................... 17 ")
B6siness line..................... ................................ ..................... ..................... ..................... ...................................... ............................ 18
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UBL +ash line.................... ............................... ..................... ..................... ...................... ...................................... ........................... 18
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+re
SR3'+S:.................... :.............................. ..................... ...................... ..................... ..................... ..................... .................................. ........................ 18 ")
0e=an< 0rafts.................... ............................... ..................... ..................... ..................... ..................... .......................... ............... 19
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+o==i ==issi ssion ree Re=ittan7e..................... ............................... ..................... ...................... ........................ .............19 19
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.nline 6n< 1ransfer8..................... ................................ ..................... ..................... ..................... ..................... ............... .... 19
'%1R.0U+1'.% . ALL 1H 0PAR1M%1S.......................................................20 ")
.PRA1'.%S 0 0PAR1M%18...................................................................20
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A++. ++.U%1 .P%'% 0 0PAR1M%18 %18..................... ................................ ..................... .........................20 ...............20
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RM'11A%+ 0P 0PAR1M%18..................... ................................ ..................... ..................... .......................... ............... 22
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B'LL 'LLS +LAR'% 0P 0PAR1M%18 %18.................... ............................... ..................... ..................... .....................25 ..........25
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+ASH 0PAR1M%18...............................................................................28
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L.+&R?S 0PAR1M%18..................... ............................... ..................... ..................... ..................... .....................28 ..........28
01A'LS . 1H 1AS&S PR.RM0 B4 M :......................................................29 S1R%1HS /A&%SSS:.................... :.............................. ..................... ..................... .................................... .......................... 35 ")
S1R%1HS8.................... ............................... ..................... ..................... ..................... ..................... ............................. .................. 35
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/A&%SSS8.................... ............................... ...................... ..................... ..................... .................................... ......................... 36
R+.MM%0A1'.%S:................... :.............................. ..................... ..................... ..................... ....................................... ............................. 37
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+.%+LUS'.%:.................... :.............................. ..................... ...................... ..................... ..................... ..................... ..................... ................... ........ 39 RR%+ S.UR+S US0 :................... :............................. ..................... ..................... ..................... ......................... ..............40 40 A%%2S8.................... ............................... ...................... ..................... ..................... ..................... ..................... ..................... ........................ .............. 40 A P'+1UR R.M '%0P%0%+ 0A4 +LBRA1'.%S +LBRA1'.%S:.....................................41 S+A%%0 +.P4 . 1H '%1R%SH'P +.MPL1'.% +R1''+A1:....................42 S+A%%0 +.P4 . '%1R%SH'P 3ALUA1'.% .RM:........................................43
2+U1'3 SUMMAR4 This is an internship report regarding my learning and understanding during my 3%: weeks internship program in UBL. %t starts with an introduction about Banking followed by the introduction of UBL. %t gives a briefing about all the financial products of UBL. This report also includes includes the different different features of the products. All All the services services provided provided by UBL has also been discussed and e(plained along with the strength and weaknesses of the organi&ation. This report shows and internal architecture of the working of the UBL Business. %t gives a detail about the supporting department that has helped the business in their daily working. Also Also it discu discusse ssess the the ob'e ob'ecti ctive ves, s, poli policie ciess of the the orga organi ni&at &atio ion. n. Ther Theree are also also some some suggestions)recommendations for UBL in the end. United Bank Limited | where you come frst
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PLA% . M4 '%1R%SH'P PR.RAM United Bank Limited | where you come frst
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a# Brief Introdu'tion of the "*B+# Bran'h Bran'h from where I ,ompleted MInternship
UBL /awan 0ot 6#78"9 Branch is the oldest branch in 3amanabad area. %t is the only branch in 3amanabad area that has been shifted to +orr 3amanabad in a new building about a year ago near 3anawar 5enter and it is the merger of two to three old UBL branches that were locat located ed in diff differe erent nt part partss of 3ama 3amana naba bad d in past past.. This This Bran Branch ch is situ situate ated d in the the most most commercial and competitive area of 3amanabad i.e., at +orr 3amanabad, +ultan 4oad. /ow % would like to tell something about +orr 3amanabad which is the oldest square in Lahore, where many of the commercial buildings, pla&as, small businesses such as retail shops, milk shops, school chains, bakeries, mobile markets, computer markets, hardware stores, a large number of car showrooms, restaurants and many other business places are situated. %ts ma'or customers are mainly from all these mentioned businesses and households in the area also some ma'or customers belong to government and semi government institutions. An An advantage which UBL /awan 0ot branch has is that other banks like, +uslim 5ommercial Bank, Allied Bank, -abib Bank, Alfalah Bank, /ational Bank of akistan, 3tandard 5hartered Bank, ;aysal Bank, +ee&an Bank and The Bank of un'ab have no branch at +orr 3amanabad rather rather all those those banks banks have have their their branch branches es situated situated at ;irst ;irst 4ound 4ound About About common commonly ly or popularly known as /ehla
% started my internship program on !=*>uly*!"#$ and my last date of internship program was "8*3eptember*!"#$. The The duration of my internship program was $ weeks. '# Names of the Departments in whi'h I got Training
Account 2pening ?epartment
4emittance ?epartment
Bills 5learing ?epartment
2peration ?epartment
Lockers@ ?epartment
P*RPOSE O0 ST*D1: United Bank Limited | where you come frst
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The purpose of the study is to work in real life situation and learn banking practice by doing. %n this conte(t its ob'ectives are
To analy&e banking operations i.e. 2perational Analysis To develop concrete and feasible feas ible recommendations.
S+.P . S1U04: The study is confined mainly to banking operations. An attempt, along with all its limitations, the operational analysis has been made. 0eeping in view the purpose of the study, which is to make an acquaintance with practical doings in the bank, this seems a comprehensive effort.
L'M'1A1'.% L'M'1A1'.% . S1U04: %t is to admit that the study attempts only those aspects, which are closely relevant to the purpose of the study. ;acts and figures, which otherwise might be equally important, but not having a direct bearing on the conclusions arrived at this study, have been ignored. The most important important limitation from which the study suffers is the non*availability non*availability of information information in a manner required for analysis and the secrecy of the bank. Another important limitation of the study is time and space constraint.
M1H.0.L.4 . S1U04: Prm rmar ar! ! an" an" sec secon"a on"ar! r! "at "ata wer were #se" #se" n com$ com$l lat ato on n of re$or e$ort. t. %etho"olo&cal tools were: 2# PRIM PRIMR R1 1 DT DT :
ersonal 2bservations ?iscussion with Bank ersonnel
3# SE,O SE,OND NDR R1 1 DT DT:
Brochures) +anuals of the bank >ournals, newspapers and books %nternet
BA%&'% S4S1M: Banking services are e(tremely important for both economies i.e., developed and developing economy such as akistan. Banking services serve two primary purposes. ;irst one is, by supplying customer with the basic mediums*of*e(change 6cash, current account and credit cards9. ithout these familiar methods of payment, goods could only be e(changed by barter, which is time*consuming and inefficient. 3econd, by accepting money deposits from savers United Bank Limited | where you come frst
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and then lending money to borrowers, banks encourage flow of money to productive use and investments. ithout this flow, savings would sit idle in someone@s safe, it would not be available to borrow, people would not be able to purchase cars or houses, and businesses would not be able to build the new factories. nabling the flow of money from savers to investors is called financial intermediation, and it is e(tremely important for the growth of economy.
BA%&'% H'S1.R4: 5onsensus on the origination of word CBankD is not yet reached at. 3ome author@s opinion is that this word is derived from the words CBancusD or CBanqueD, which mean a bench and they further relate banking business inception to >ews in Lombardy. 2ther authorities state that the word CBankD is derived from the
oint 3tock fundD and later on due to
BA%&'% '% PA&'S1A%: Banking started in akistan after the bold and emergent decision of formulation of 3B on >uly E", #F8G. Thereafter this sector has witnessed enormous growth. %n #F78 banks were nationali&ed, in the hope that new era of growth could be achieved through it. -owever the process is reverse since #FF#, up till now +5B, ABL, and UBL have been privati&ed and -BL is in the process of its privati&ation.
A03A%1AS . BA%&'% S4S1M .R +.%.M4 : The deposit and loan services provided by banks benefit an economy in many ways. ;irst, 5urrent account, because they act like cash, make it much easier to buy goods and services and therefore help both consumers and businesses, who would find it in convenient to carry or send through the mail huge amounts of cash. 3econd, loans enable consumers to improve their standard of living by borrowing money to purchase cars, houses, and other e(pensive consumer goods that they otherwise could not afford. Third, loans help businesses finance plant e(pansion and production of new goods, and therefore increase employment and economic growth. ;inally, since banks want loans repaid, banks choose borrowers carefully and monitor performance of a company@s managers very United Bank Limited | where you come frst
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closely. This helps ensure that only the best pro'ects get financed and that companies are run effi efficie cientl ntly y. This This creat creates es a healt healthy hy,, effi efficie cient nt econ econom omy y. %n addi additi tion on,, since since the the owne owners rs 6stockholders9
of
a
company
receiving
a
loan
want
their company to be profitable and managed efficiently, bankers act as surrogate monitors for stockholders who cannot be present on a regular basis to watch the company@s managers.
UBL H'S1.R4: %t begun with a vision, a vision of unparalleled progress and unmatched e(cellence true to the spirit of the eraH /ovember 7th #F=F, akistan witnessed an event that would change the way we banked forever. %t was not 'ust the inauguration of UBL@s UBL@s first branch at %.%. 5hundrigarI it was also the birth of the culture of service, a culture culture of innovation innovation and a culture of financial e(cellenceH By >une #F$", shortly after si( months of opening its doors to the public, UBL had branches in •
0arachi
•
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•
Lahore
•
Lyallpur
•
5hittagong and /arayangan'
%n #F$E, UBL became the first bank in akistan to have a branch overseas* on illiam 3treet in London, United 0ingdom. True to our promise of providing service and care beyond the ordinary to our customers, UBL and Jou have had a history. The first saving scheme for school going children was launched as early as #F$" or the formation of akistan@s first 3taff 5ollege of employees in #F$8, UBL, through the motivation of its staff and the trust of its customers, continued to grow at a spectacular pace. %n #F$7, UBL had hit the dawn on information in terms of technology, by introducing computer banking to akistan and in #F7#, UBL once again paved the way by launching E online branches in 0arachi. The newly formed state of akistan was witnessing the boom of industries and commerce K cannoned by a bank that believed in the potential growth of akistan. 3mall wonder then, by #F7G, UBL had a pledge pledged d econom economic ic departm department ent,, had acquire acquired d two intern internatio ational nal banks. banks. UBL also launched supervised credit and small loan schemes for small to medium si&ed firms as well as agriculture agriculture and had made for itself, a strong international international presence for we had branches branches in 8 continents. Throughou Throughoutt its history, history, UBL has kept pace with* and often e(ceeded e(ceeded the changing needs of changing times. 0eeping the tradition of innovation alive, UBL introduced akistan@s first credit card, the U/%5A4? in 7"@s and left its mark by launching the ak 4upees traveler cheques in #F7#. 3taying true to its roots, UBL was also the first bank to have an %slamic banking division and the first to introduce introduce e*banking facilities at -a''. %n the #FF"@s the government of akistan decided to change the face of banking by creating a blueprint to privati&e UBL. At this point, financial e(perts were called on board to set the bank back on course, and with implementation of relevant changes, the government privati&ed the bank in the year !""! K Best way and Al Ayaan collaborated, forming the cornerstone for the UBL of tomorrow. tomorrow. United Bank Limited | where you come frst
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Today, UBL opens its eyes to a new vision every day, a vision of resurgent e(cellence and renewed commitment to our customers. =! years into our glorious history K UBL is now part of one of the world@s largest financial services groups.
3'S'.%, M'SS'.% +.R 3ALUS : 4ision To be a world class bank dedicated dedicated to e(cellence, e(cellence, and to surpass surpass the highest highest e(pectations e(pectations of our customers and all other stakeholders
Mission
Be the undisputed leader in financial services for our customers
+ost innovative and fastest growing bank in targeted businesses
5ontinue to diversify across chosen geographies
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Achieve operational e(cellence with the highest level of compliance
5onsistently create leaders through inspired human capital
5ontribute positively to the communities we operate in
,ore 4alues
5ustomer first
-onesty of purpose
Teamwork
(cellence
+eritocracy
BR' '%1R.0U+1'.% . 1H .RA%'5A1'.%: United Bank Limited was incorporated in akistan with the registered office in 0arachi, and the principal office situated in %slamabad. UBL has assets of over 4s.# trillion and a solid track record of over fifty years * in addition,
the bank operates #!G# branches all over akistan including !! %slamic banking branches, and # branch in 0arachi e(port processing &one and #G branches outside akistan. United Bank Limited | where you come frst
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The banks ordinary shares are listed on all three stock e(changes in akistan and its global ?epositary 4eceipts 64s9 are on the list of the U0 Listing Authority and the London 3tock (change rofessional 3ecurities +arket. These 4s are also eligible for trading on the international 2rder Book 3ystem of the London 3tock (change. UBL is a commercial bank which deals in consumer@s services. %n the main, it focuses on accelera accelerated ted loan loan recovery recovery,, surplu surpluss asset asset dispos disposal, al, improv improving ing credit credit system systems, s, operati operationa onall controls, monitoring and reporting. ;rom a practical standpoint, the use of better technology, focusi focusing ng on the approp appropriat riatee market market segmen segment, t, and pro'ect pro'ect and special speciali&ed i&ed financ financee will will facilitate rapid and sustainable growth. %mprovement in consumer service and prompt attention to customer needs lie at the heart of UBLs promotional strategy. All planning is directed and geared to customer service and satisfying the clients diverse needs. The UBL of the past was renowned for its customer service and the management plans to put new life into it. To that end, training programs have been accelerated and upgraded.
PR.0U+1 L'%S: Although UBL has a vast product line but here %@ll limit myself to the products % got familiar with practically did the work required for those products of the bank during my internship at UBL /awan 0ot 6#78"9 branch.
2# ,urrent ,urrent ''oun ''ount5 t5 This account is opened with an initial deposit as stipulated by the Bank from time to time unless specifically e(empted. But % observed during my internship that bank department
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opens the account with an initial deposit 4s.#"""), whether the type of account is current, saving or basic banking account. After opening the account a distinctive distinctive number is allotted to every account and this number should be quoted in all correspondence relating to the account and at the time of making a deposit or withdrawal. % also observed observed that any account consists NINE digits in number. % also observed during my internship that initial digits of current account are "#". (ample of current account acc ount number is "#"*#!E8=*$.
3# Basi' Ban6ing Ban6ing ''ount ''ount "BB# "BB# %n order to accommodate the banking needs of low income groups, UBL launched Basic Banking Account Account from ;ebruary !=, !""$ across its branch network all over akistan. BBA is a current account and there is no minimum balance penalty on this account, however all other accounts having nil balance for a continuous si( months period are closed temporally. BBA customers are allowed unlimited free AT+ withdrawals from UBL@s own AT+s. % observed during my internship that initial digits of BBA are "!#. (ample of BBA number is "!#*!E8=$*7.
7# P+S Sa%ing ''ount L3 3avings Accounts may also be opened by charitable institutions, for rovident ;unds and other other funds funds of benevo benevolent lent nature nature by Local Local Bodies, Bodies, 5ompan 5ompanies, ies, Assoc Associati iations ons,, 3ocieti 3ocieties, es, ducational %nstitutions, and ;irms etc. %nitial digits of L3 3aving Account are #"". (ample of L3 3aving Account number is #""*E8=$7*G.
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8# *B+ saan saan ''oun ''ountt UBL Asaan Account is a new and convenient service through which any individual can open an account. 3imply fill out a brief form and pay initial deposit as low as 4s. #"". ?uring my internship % observed that most of the customers who came for opening an account were looking for UBL Asaan Account because of its simple convenient procedure. 3o we can say that UBL resolves to give ma(imum ease and convenience to every akistani. Spe'ial 0eatures5
;le(ibility of 2pening 5urrent or 3avings Account Account
/o minimum balance required
/o ;ee for ?ebit 5ard %ssuance
/o 3ervice 5harges for account opening or closing
L.A% PR.0U+1S: Being a student student of +BA Banking Banking ;inance % restricted restricted myself to operations operations department department in UBL /awan 0ot 6#78"9 branch during my internship period but sometimes during break or free time % used to have friendly interaction with M$ ,)"$)+ A(l)" who was used to tell me and answering about the UBL loan products and my sales department related queries. 3o here % would like to through a light to that e(perience and my learning@s about 3ales department as well.
2# Busine Business ss line %t is a 5redit ;acility against 4esidential roperty. %t is an evergreen credit line that the customer can use for his business e(pansion.
3# *B+ ,ash ,ash line line %t is a fle(ible loan that provides cash up to 4s. 6! +illion9 without any security requirements to the salaried individual or businessman.
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7# ,redi ,reditt ,ards ,ards UBL offers a range of innovative and e(citing cards that is not only powered by the security of chip but also enable the account holder to personali&e it any way he wants.
SR3'+S: UBL is a commercial bank, which transacts the business of banking in accordance with the provisions of Banking 5ompanies 2rdinance, #F$!. 3ection 7 of the Act authori&es banks to engage in the prescribed form of business. %n the light of this section UBL@s services can be categori&ed as under Agency services
Besides these services which % mainly came to know about after visiting the official website of UBL % want to describe more facilities which are provided to its account holders and which are personally and practically e(perienced by me during my internship period at UBL.
2# Demand Demand Drafts Drafts UBL also provides the facility of demand draft to both account holders and also non account holders. ;or e(ample if non account holder wants to make payment to any department then bank helps in this regard.
3# ,ommission 0ree Remittan'e This facility is provided only to account holders. -ere % would like to give an e(ample for it which % observed during my internship. interns hip.
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%f the account holder wants to send money to another party with the help of demand draft, but the account holder has a larger amount in his balance, then UBL sends the money through demand draft without deducting the charges.
7# Online Online 0und Transfer Transfer55 This facility is provided not only to account holders but to non*account holders too. %f the account holder wants to send money to another account holder in another city then online service is made against the charges of rupees E=" but if the non*account holder avails this facility then for this he)she will have to pay 4s. 8"" flat charges. ;unds transfer within the city from account to account is totally free.
'%1R.0U+1'.% . ALL 1H 0PAR1M%1S There are four departments in UBL /awan 0ot 6#78"9 branch, and % worked as an internee in that branch. % worked mainly in 2perations department there under the supervision of +r. Anique Babar Butt the 2peration +anager. -ere % would like to through a light on the functionality of the departments % worked in got a practical e(perience of corporate world.
2# OPERTIO OPERTIONS NS DEPRTM DEPRTMENT5 ENT5 As % worked under the supervision of 2peration +anager so % got a plenty of time to observe the functionality of operations department during the internship period. This department United Bank Limited | where you come frst
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manages all the departments of the bank e(cept credit department because that comes under the supervision of branch manager +r. 1ahid %qbal. hen % found some time to have a little chat with operations manager M$ A+'ue B)#)$ Bu!! he often tell me about the duties of an operation manager and % myself also observed
that the operation manager@s 'ob is very tough as he is responsible for all the operations of cash department, remittance department and clearing department. 2pening of new accounts, closing of &ero balance accounts, updating all operational records etc. is also done in this department.
3# ,,O*NT OPENIN9 DEPRTMENT5 DEPRTMENT5 This department is responsible to open the accounts of the customers. % observed during my internship the whole and general procedure of opening an account which % want to describe in detail. a# ''oun ''ountt Openi Opening ng 0orm 0orm55
The person who is willing to open a bank account, first he has to fill the account opening form. form. -e furnish furnishes es this this form form accord according ing to his full full partic particular ularss includ including ing name, name, address address,, profession etc. But during my internship period % observed that these particulars were also filled by the bank staff staff and in UBL /awan /awan 0ot 0ot 6#78 6#78"9 "9 bran branch ch this this task task was was given given to M'(( A&()+ A&()+ who wholeheartedly fills the account opening forms for the customers.
.# Refer Referen' en'e e and Inquir Inquiries ies55
Before opening a new account, a banker must make inquiries. The banker in the light of the inquiries result can easily 'udge the financial status of the new customer, his character and social position. But what % observed during my internship period in the bank is totally opposite because this is ,)+*)l A3)" A3)" who deal with the account the the stand standar ard d proc proced edur uree % was was told told by M'(( ,)+*)l
openings but as far as the procedure adopted is concerned she was used to ask customers only
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about the purpose of opening an account and the type of account customer want to operate with. '# Requireme Requirements nts for Openin Opening g of ''ount5 ''ount5
There are different requirements for different type of accounts but during my internship period % mostly observed the opening of accounts of %ndividual nature so for individual accounts the requirements include a photocopy of any one of the following valid identity documents. 5omputeri&ed /ational %dentity 5ard 65/%59
O
/ational %dentity 5ard for 2verseas akistani 6/%529
O
akistan 2rigin 5ard 6259
O
?eclaration for 3ource of fund 6in case of -ousewives9
Two Two photographs 6in case of illiterate person9 pers on9
A utility bill not older than $ months for mailing purposes
3alary slip or Letter head in case of a salaried person or if doing own business
Thumb Merification Merification from f rom /A?4A through Biometric 3ystem
3pecimen 3ignature on 33 5ard
The modern practice which % observed during my %nternship is to take these signatures on cards known as SS CADS which are inde(ed and filed in alphabetical order. The duty of a banker is to verify customer@s signature on the cheques with his specimen spec imen signature in order to ascertain whether there has been any forgery or fraud. The bankers take these signature of the account holder on the specimen signature card first and then feed these signatures into computers.
7# REMITTN,E DEPRTMENT5 DEPRTMENT5 This department transfers funds from one branch of bank to another branch of same bank. This is an important service which UBL provides to its customers. T-pes of Remittan'es5
There There are two two type typess of remi remitta ttanc nces es i.e. i.e.,, L%)l remittance ancess and during during my L%)l 7%$e' 7%$e'8+ 8+ remitt internship % observed very closely how these remittance are received transferred from UBL United Bank Limited | where you come frst
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so here % would like to tell about both what % observed and used to work with under the supervision supervision of M'(( N)*)l ,)+ who too indeed was very cooperative and she was always ready to tell me about her work and how she performs the said tasks. ;irst of all % would like to describe the local remittances which include ?emand ?rafts, ayment 2rders 2nline Transfers. a# Demand Draft5
%n UBL bank, ?? is used to transfer transfer of funds from one branch of bank to another branch of the same bank. %t is an order to pay money drawn by one office of a bank upon another office of the same bank outside the city for sum of money payable to order on demand. .# Pa-m Pa-men entt Orde Order5 r5
ayment order is used to transfer of funds in same city from one office of bank to another office of the same bank. %t is an order instrument payable to a certain person which is issued by a branch and drawn on the the same branch. '# On Onli line ne Tra Trans nsfe fer5 r5
%t is modern concept for transfer of funds which % observed during my %nternship. The modern concept of only banking has given it a new dimension through which money is transferred from one place to another within no time, even one country to another country. 2nline inter branch transaction is a facility whereby customers maintaining accounts in online branches.
The second dimension dimension of the remittance department department is to deal with the remittances received from foreign countries. And during my internship % observed that the main rush in the bank was 'ust because of those customers who come to bank for receiving their money came from foreign countries and as % got a chance to work in UBL /awan 0ot branch during the days of %?*UL*A?-A so % witnessed there a huge rush of customers prior to id holidays and this provided me an opportunity to work in remittance department for T-4 full*fledged days. United Bank Limited | where you come frst
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UBL /awan 0ot branch deal with two international money e(changers or carriers whose detail is given below, d# ,ash ,ash O%er O%er ,ounte ,ounter r ",O,#5 ",O,#5
UBL offers the most efficient and free remittance service to beneficiaries in akistan. ith its large network of branches, they are poised to offer you service almost at your door step. UBL remittance service, UBL 5ash over 5ounter offers all overseas akistanis the fastest and the most convenient delivery of their money to their beneficiaries in akistan. Best of all, UBL 525 service is completely cost free. e# :pre :press ss Mone Mone-5 -5
:press :press +oney is one of the fastest fastest growin growing g money money transfe transferr brands brands in the world with a presence across = continentsI established in #FFF, the brand has grown rapidly and is now available across #!= countries. UBL has signed an agreement with :press +oney to facilitate home remittances sent by akistanis living abroad. UBL and :press +oney both have e(tensive network of branches with UBL having over #,#"" branches nationwide and :press +oney having its presence in F" plus countries. The The agree agreeme ment nt is yet yet anot anothe herr init initiat iativ ivee by UBL UBL to faci facilit litate ate its its custo custome mers rs in send sendin ing g remi remitt ttan ance cess and and show showss the the Bank Banks s and and :pre :press ss +one +oney ys comm commit itme ment ntss towa toward rdss the the government governments s akistan akistan 4emittance 4emittance %nitiative. By virtue virtue of this agreement, beneficiaries beneficiaries will en'oy instant and free of cost service. As % mentioned earlier because of id*ul*Adha rush % got a chance to work in remittance department so during those three days of working in the mentioned department % deeply observed that customers rushing to bank for receiving their foreign remittances were required to meet the following requirements for availing either 525 service or :press +oney
4emittance 4eference /umber 2riginal 5/%5 provided by the receiver)beneficiary hotocopy of the 5/%5 provided by the receiver /ame of the 4emitter 4elation with the 4emitter United Bank Limited | where you come frst
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/ame of the country from where the money is being received ;or 3+3 alert a valid mobile number of receiver)beneficiary
% was informed by +iss /awal 0han that these services when given to customers are provided with some salient features as well and then % myself those salient features as well, which are given below
4eceivers account in UBL is not required %nstant cash over the counter payment of up to 4s. ="",""")* can be made to the beneficiary at any UBL online online branch ;ast, dependable and hassle*free funds transfer 3+3 alert for beneficiary
8# BI++S ,+ERIN9 DEPRTMENT5 DEPRTMENT5 very bank acts in two ways
aying Bank 4eceiving Bank
-ere in theory no legal obligation on a banker to collect cheques, drawn up to other banks for a customer. %t is, however, an important function of crossed cheques. A large part of this work is carried out through the /%;T. /%;T stands for 6/ational %nstitutional ;acilitation Technologies9, Technologies9, it is a 'oint venture between a consortium of si( ma'or banks and private sector. %t is responsible for the United Bank Limited | where you come frst
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establishment and management of automated clearinghouse facilities in akistan. /%;T is proactively involved in the moderni&ation of payment payment systems in akistan. The following are the main functions of clearing department.
To accept transfer deliveries and clearing cheques from the customer of the branch
and to make arrangements for their collection. To arrange the payment of cheques drawn on the branch and given for collection to any other branch of UBL of akistan or any other members, or sub*members of the
local clearing area. To collect amounts of cheques drawn on members, sub*members of the local clearing house sent for collection by those UBL branches which are not represented at the local clearing area.
Types of cheques collected by clearing department are as follows ) T$)+(& )+(&e$ e$ Ce Ceue ue((
Transfer cheques are those cheques, which are collected and paid by the same branch of bank. 5heque is also called 5redit voucher. 5redit voucher is one due to which there is increase in one@s balance. 5heque will be credit voucher in case of transfer of the cheques from one customer@s account to another.
# T$ T$)+(& )+(&e$ e$ Del'9e$y Del'9e$y Ceue( Ceue(
Transfer ?eliver cheques are those cheques, which are collected and paid by two different branches of a bank, situated in the same sa me city. ;or e(ample transfer of cheques between UBL and +5B banks in Lahore city. c ity. Bank can make payments of only open 5heques on the counter payment. ayment of cross 5heques cannot be made on counter its payment is possible through collecting bankers. T-pes of ,learing5
%n ward clearing
2ut ward clearing
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3ame day clearing
%ntercity clearing
a# In war ward d 'lea 'leari ring ng55
%n inward clearing the cheques of UBL are presented in other banks and they are received by the UBL through /%;T for clearing. .# Out ward ward 'lea 'learin ring5 g5
%n out ward clearing the cheques of other banks are presented in the UBL by its customer for clearing. '# Same Same dada- 'le 'lear arin ing5 g5
%n same day clearing cheques of other branches are presented by the account holder of the UBL. The bank clears those cheques through /%;T on behalf of its customer. All the process is completed within a day. d# Inter' Inter'it it- 'leari 'learing5 ng5
%n intercity clearing cheques of other cities are presented for clearing. ?uring my internship at UBL /awan 0ot 6#78"9 branch % spend most of the time in clearing department under the supervision of M'(( S)+) N)ee" . 3he was very cooperative and the one who is always ready for helping others. 3he told me each and every thing about clearing. %n my starting days % wholeheartedly observed her working like, -ow she used to receive cheques from the customers, what aspects of the cheques are being checked by her of the clearing cheques while receiving from the customers, how she held those cheques, how she recogni&es that either the cheques are for local clearing or intercity clearing and which stamps are being imprinted on the cheques and all other aspects involved in the clearing process. BI++S ,+ERIN9 PRO,ED*RE5
Along with the above observations of mine % was told by her that while sending the cheques for outward clearing and intercity clearing which procedure is to be followed, the details of procedure adopted in UBL /awan 0ot 6#78"9 branch are given below, below,
The first step is to decide either the cheques will go for local outward clearing or
intercity. After the first step ne(t procedure is to put stamps on the cheques. United Bank Limited | where you come frst
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%f the cheques are for local outward clearing then the Three stamps will be as, on front side the cheques will be imprinted with COSSIN stamp by the UBL /awan 0ot 6#78"9 branch, on the back side there will be imprinted two stamps i.e., the first stamp
will be of CLEAIN and the second one will be of O77ICES; stamp. %f the cheques are to go for intercity clearing then too the same stamps will be imprinted imprinted on the cheques but the clearing clearing stamp will be replaced with INTECITY
CLEAIN stamp. Besides imprinting the said three stamps on the cheques there are the signatures of the
officers@ dealing with the clearing right on the officers@ stamp. Also % observed that there was a practice of writing the brief information on the cheques of the person depositing the cheques for clearing i.e., the account title and
account number of the person depositing the cheques for clearing purpose. After completing the above mentioned procedure the ne(t step is to scan the cheques
in a machine which is used to send the scanned cheques to /%;T automatically. After scanning the cheques the ne(t step is to enclose those cheques into an envelope, in that envelope besides clearing cheques there is a small chit of paper on which particulars such as present date, quantity of cheques, total amount of enclosed
cheques, name of the sending bank and signature of the officers@ are mentioned. Then finally this envelope is delivered through T53 and /%;T based on outward clearing and intercity clearing respectively.
;# ,SH DEPRT DEPRTMEN MENT5 T5 This department is the backbone of the bank. This is sensitive department of the branch. /o other person is allowed to enter in the premises of cash department as obvious from name that this this departm department ent deals in cash receipts receipts and payments payments so nobody nobody is allowe allowed d e(cept e(cept the following authori&ed persons,
+r. Anique Babar Butt +r. 4ana 2baid +r.
2peration +anager 5hief Teller 65T9 Universal Teller 6UT9 Universal Teller 6UT9
5ash department is performing its functions through computeri&ed system. 3o for payments and receipts, it doesn@t have to maintain certain sheets, books of accounts and various ledgers. As all banking business is based on cash. 5ash receipts include customer deposits, payments United Bank Limited | where you come frst
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include cash withdrawals and utility bills including telephone, electricity, gas e(cept A3A bills collection as UBL /awan 0ot 0ot branch doesn@t collect water bills.
<# +O,$ER=S +O,$ER=S DEPRTMEN DEPRTMENT5 T5 Locker is also called 3afe ?eposit Mault. The basic purpose of locker is to provide safe custody to client@s valuable ornaments, 'ewelry or documents. Almost in all branches, lockers are available in different si&es at different rates. ;or availing this opportunity, customer has to open his account in the same branch. %n UBL /awan 0ot branch locker@s department is also under M'(( ,)+*)l A3)" and she is handling this department too efficiently and effectively. ?uring my internship % observed her way of dealing with the locker operators. And the procedure is very simple as the bank has inde(ed the details of locker operators in a separate register so whenever a customer wants to operate the locker she is used to write down the starting time and take his)her signatures as well on the register before giving authority to customer customer to operate his)her locker. And And once the customer ends up with locker operation then she writes down the e(it time of the customer from locker room. But the most important thing that % observed is that before proceeding for locker room first of all she is used to check in computer either the customer has paid the locker fee or not. %n case of non*payment the customer is not allowed to operate the locker until he)she pays the locker fee or rent.
01A'LS . 1H 1AS&S PR.RM0 B4 M : ?uring my internship in UBL /awan 0ot Branch % worked in Bills 5learing, 4emittances, Account 2pening and ?eposit departments and % successfully completed all the tasks that were assigned to me. There are total 3%: departments in the branch, and % worked as an assistant in almost five departments in that branch. % worked in ?eposit Account 2pening departments under the supervision of +iss 0anwal A&am, where % performed the following tasks
;illing the deposit slips and cheques for many customers.
% also performed the duty of opening new accounts.
% also filled the account opening forms.
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% provided assistance to newly newl y come customers and during my internship % was the only person who took the responsibilities of branch management i.e., dealing with the customers looking for information % also used to greet with newly come customers.
% also used to hand over 33 5ard to newly come customers in order to take specimen of signatures from them.
% also got the knowledge about the verification of customers@ signatures identity from or by the /A?4A for for the first firs t time during my internship.
% also used to fill sometimes the 0J5 60now Jour 5ustomer9 forms in order to welcome the new account holders.
Also after gaining the required knowledge % was later assigned a 'ob by the operation manager +r. Anique Babar Butt that % will be informing the customers about essential conditions under which the account will be operated in UBL.
3canning and arranging 33 cards in inde(ed form in the particular register was also assigned to me during my stay in the branch.
% also performed the following miscellaneous tasks in the same other departments which % want to e(plain too .
a# Issuin Issuing g the ,heq ,heque ue Boo6s Boo6s55
;irst of all % would like to tell that cheque book is issued in case of two conditions,
At the time of opening new account of the customer.
hen the e(isting account holder have no leafs remaining in his cheque book.
rior to issuing the cheque book C4equisition 3lipD is filled by the customer which is obtained from the customers if they are e(isting one and want to obtain a new cheque book and if due to any reason customer lost the requisition slip enclosed in the earlier issued cheque book then he)she will have to fill a requisition form provided him)her by the branch. % was also used to count the number of cheques in the cheque bookI % was assigned a task to write down the account account title, account account number number and receiving receiving date on the cheque cheque books@ front front United Bank Limited | where you come frst
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page or cover. And this procedure was in practice practice 'ust for bank@s own convenience. convenience. %t is one of the most interesting interesting tasks that % learnt in UBL during my internship. internship. But cheque book is issued only after meeting all the formalities such as,
/ew account holder if doesn@t receive the cheque book at his)her mailing address then he)she can receive the cheque book from the branch only when they will provide the
proof of mailing address in the form of some utility bill to bank. bank. 5heque book can only be received and activated from the branch by the person who operates the account. %f due to any reason the account holder is unable to receive the cheque book by himself from the branch then he can give an authority to any person on a paper signed
by him for receiving the cheque book. But if cheque cheque book is received by some authori&ed authori&ed person on authority authority given to him then he will be entitle to receive the cheque book only and not the activation of the cheque book because for the activation of the cheque book concerned person will
have to visit the branch in personal capacity. % was assigned a task to enter the information on a particular file about the customer who receives the cheque book from the branch.
.# Issuin Issuing g the the TM TM ,ards ,ards55
?uring my internship in the branch % rendered following f ollowing services related to the AT AT+ cards
% was assigned to collect AT+ cards from the T53 delivery boy, who often comes in
the morning hours. rior to my internship UBL had taken an initiative to cancel the old AT+ cards of the customers and it started issuing new upgraded version of the cards with one of the
h&hest transacton lmts of #$ to P'( 200)000 $er "a!) so during whole
period of my stay in UBL % used to collect a number of AT AT+ cards on daily basis. After receiving those cards from the delivery boy % used to enter the details of cards such as card title, serial number and date in a particular register maintained for AT+
cards entries. As the cards were being issued to the e(isting customers of UBL so they used to be United Bank Limited | where you come frst
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informed informed by the head office about the dispatching dispatching of the cards but they are cards for new customers as well so in the bank we have to follow the routine practice of
informing the customers through telephone calls. %t was me who was given telephone numbers of the customers by +iss /awal 0han and then % inform all the customers about the cards through call and it was much
interested 'ob. % also assigned to deliver the cards to customers on their arrival in branch. And this
issuance of cards to customers was through practiced principle. % was told that % will be issuing the cards to only those customers who visit the branch in their personal capacity because cards can@t be issued to person other than the
account holder. hen a customer comes for receiving the AT+ card % used to take his signatures on
the registered in which we have maintained the information about card holder. Also a separate perform consisting of Terms 5onditions regarding the AT+ cards also signed by the customers.
% observed one important thing during my internship in UBL about AT AT+ cards i.e., UBL bank doesn@t issue any sort of AT+ card to the customer who is illiterate i.e., having a -2T2 account.
'# 4o 4ou' u'he her r ,he' ,he'6in 6ing5 g5
% have come to know about vouchers also during my internship, checking of vouchers is essential to confirm that correct calculations have been done. Mouchers are properly bind, sealed, and checked by +iss 0anwal A&am and operation manager. % also got knowledge about vouchers from her. /ow % want to describe the ma'or types of voucher which % came to know about from her which are as under There are three types of Mouchers Mouchers
5ash 4eceipt Moucher Moucher 6%t is used in case of receiving the cash9 cas h9 5ash ayment Moucher Moucher 6%t is used in case of payment of cash9 >ournal Mo Moucher 6%t is used in case of credit transaction9 transac tion9
% also came to know during my %nternship that cheque is called ?ebit Moucher Moucher and also 5redit United Bank Limited | where you come frst
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Moucher.
De#'! <%ue$ is one due to which there is decrease in customer@s balance in
other words we can say that in case of withdrawing the money from the bank through cheque is called ?ebit voucher.
C$e.'! <%ue <%ue$$ is one due to which there is increase in customer@s balance in
other words we can say that in case of transferring the amount from one account holder to another through cheque is called 5redit Moucher. Moucher. hile knowing about Mo Mouchers % also came to know about the following facts
2ver writings on the cheques are duly authenticated by the account holder.
ayment of postdated cheque is not made.
But payment of out dated cheque is made within the period of $ months.
Amount in words must tallies with the figures. 5ash paid stamps with the dates of payment are duly affi(ed in case of payment of cash.
d# Outwar Outward d ,leari ,learing5 ng5
?uring my internship the department where % learned worked a lot is the Bills 5learing department. %n this department % spend my first two weeks where +iss 3ana /aeem told me almost each and every thing about clearing. Almost Almost after fifteen days of my internship +iss 3ana /aeem was transferred to another branch of UBL located at =).)! %).. After her transfer to that branch the responsibilities of clearing department were taken by +iss 0anwal A&am and % assisted her almost for a whole week. But after one week she also got transferred to P)>>' T)!!' branch of UBL. After the transfer of +iss 0anwal A&am the seat of the officer dealing with bills clearing remained remained vacant for almost two weeks. Then % was asked by the 2peration 2peration +anager to take charge of the responsibilities of clearing department until the appointment of new staff member. This was the time when % got real work e(perience because now it was only me who was United Bank Limited | where you come frst
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responsible for outward clearing. Almost for two weeks % used to accept the cheques from the customers for clearing. After receiving those cheques it was me who affi( the clearing 6local intercity9 stamps on the cheques. Then % enter the information of the cheques such as cheque number, name of the bank on which cheque is being drawn, title of account in which the money is to be received, account number against that account title and amount of the cheque in the (cel sheet. The practice of feeding information in the (cel sheet is popularly known in UBL as +anagement +anagement %nformation %nformation 3ystem or +%3. 2nce % fed that information in the +%3 then send that sheet to printer for maintaining hard copies in a separate file of clearing and the sole purpose of maintaining this was to assist the auditors during the audit. As % mentioned already that almost all the work for outward clearing was done by me for two weeks but % was not allowed or authori&ed to write down the account title account number on the the back back of the the clear clearin ing g cheq cheque ues. s. Beca Because use this this was was to be done done after after look lookin ing g the the information of the beneficiary of the clearing cheque from the computer and this task was assigned to +iss /awal 0han for two weeks by the branch manager. 2nce she done with her work i.e., writing information on the back of cheques for clearing, she passes on those cheques to me for dispatching. % enclose them in respective envelops 6local or intercity9 and handover to courier. e# Mis'ellaneous Tas6s5
Besides mentioned tasks % accomplished some other miscellaneous tasks during my si( weeks stay in UBL /awan 0ot branch. The detail of those tasks is given bellow
Learned some tips about software of the Bank which is oracle based.
Learned how to make inquiry of any account in order to get the balance of the account holder.
Learned how to post the utility bills in the computer, but it only happened for once when % got a chance to enter in the cash counter.
Learned about different stamps which are mostly used on daily basis.
Learned what procedure is to be followed for making online transactions.
+ade vouchers United Bank Limited | where you come frst
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2pened new accounts, mostly % opened Asaan accounts and on two or three instances % also opened UBL mukamal current accounts.
Also learned that at the time of opening new account of an illiterate customer two pictures are required and also signs of left thumb in case of +ale and signs of right thumb in case of ;emale.
Learned no online charges when an account holder has a big balance.
Also filled the C4equisition ;ormD in order to issue the new cheque book to the account holder.
Lear Learne ned d abou aboutt dorm dorman antt acco accoun unts ts and and the the proc proced edur uree to be foll follow owed ed for for reactivation of dormant accounts. Also used to take signatures from customers on Account Activation forms.
Learne Learned d in detail detailss about about 5%; 6custo 6customer mer inform informatio ation9 n9 amendm amendment ent and the procedure to be followed for amending the customers@ particulars such as mailing address, mobile number, email address, renewal of 5/%5 etc.
Used to write applications for the customers asking for their bank statements.
?eco ?ecorat rated ed the the bran branch ch with with all all othe otherr staff staff memb member erss on the the occa occasio sion n of %ndependence ?ay i.e., on #8 th August !"#$.
S1R%1HS /A&%SSS: 3trengths are the internal competencies possessed by UBL in comparison with its competitors while weaknesses are the internal attributes of the bank to decrease in comparison with competing banks. ?uring my $ weeks internship % got plenty of time to observe deeply which factors are the strengths strengths of UBL bank especially especially UBL /awan 0ot 6#78"9 branch and where this particular branch lacks. 3o here in my internship report % consider it important to throw a light on those factors which are strengthening and weakening the UBL /awan 0ot branch. 2# STRE STREN9 N9TH THS5 S5
UBL UBL with with an inte integra grate ted d netw networ ork k of over over #,!G #,!G# # bran branch ches es all all over over aki akist stan an including !! %slamic banking branches, and # branch in 0arachi e(port processing &one and #G branches outside akistan gives the customers direct access to a
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compreh comprehens ensive ive range range of better better bankin banking g faciliti facilities es to help help them them monito monitorr their their businesses internationally.
UBL provides its customers a complete range of banking products and services including retail banking, corporate and institutional banking, trade finance and consumer finance.
The The mana manage geme ment nt of UBL UBL in orde orderr to furt furthe herr impr improv ovee the the quali quality ty servi service ce,, particularly at branch level, is restructuring its commercial banking operations.
2ne employee in the bank performs many duties.
All staff members treat their clients or general public with well behavior.
Two ma'or sectors have a big account in UBL /awan 0ot 6#78"9 branch, which are Automobile %ndustry 65ar 3howrooms9 and -ardware %ndustry.
UBL@s UBL@s collaboration with remittance re mittance services, 5ash 2ver 5ounter ayment a yment 65259 and and :pre :press ss +oney +oney offe offerr all all over oversea seass aki akist stan anis is the the fastes fastestt and and the the most most convenient convenient delivery of their money to their beneficiaries beneficiaries in akistan. akistan. Best of all, both services are completely cost free and are available at all UBL branches.
3# (E (E$ $NE NESS SSES ES55
The biggest weakness of UBL /awan 0ot branch that % observed during my internship is it@s out of ordered AT+ machine which is used to be closed for days because of some internal faults. Also the AT+ at UBL /awan 0ot branch often intake intakess the cards of custom customers ers and sometime sometimess while while showin showing g the status that transaction has been made it doesn@t bring money of that transaction out for the
customer. % observ observed ed during during my internshi internship p that that some some of the employe employees es especi especially ally M'(( ,)+*)l A3)" was burdened with over work. 3o according to my point of view
the work should be distributed according to their post.
2ne %mportant thing that % came to know about during my internship is that the promotion of UBL employees 6sales department9 almost depends on bringing of deposits respectively. United Bank Limited | where you come frst
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Another thing that % noted during my internship is that there is no concept of right person for right 'ob in the bank and in my view it is one of the ma'or weaknesses.
The computer systems in UBL /awan 0ot branch are not up to date. Although during my internship the %T e(pert from UBL %T department visited the branch and upgraded the bank@s systems from operation system windows : to windows 7 but % observed closely this step didn@t improve the efficiency of systems because the hardware system yet to be upgraded.
% obser observe ved d one one more more thin thing g that that when when an empl employ oyee ee from from the the bran branch ch go to mandatory leave the management acquires his)her replacement from district head office 6%qbal Town9 but they fail to get the new employee %? for the replacing officer on urgent basis and this procedure takes hours and sometime a day or two. ?ue to this lack of efficiency replacing officer doesn@t start the work and then custo custome mers rs suff suffer er a lot lot and and it happ happene ened d aroun around d for for three three times times duri during ng my internship.
There is a communication gap as well between senior and young people in the branch.
R+.MM%0A1'.%S: As it@s apparent from the contents of my internship report and on the basis of my $ weeks personal e(perience in the bank % can say that the overall organi&ation is very good and results oriented, but % feel there is a need of improvement in some areas which are weakening the branch@s reputation in the area. 3o on the basis of the weaknesses % pointed out % would like to suggest following recommendations for the improvement in UBL /awan 0ot 6#78"9 branch.
;irst of all /awan 0ot branch must replace replac e the AT AT+ machine on urgent basis because % noticed most of the complaints by the customers were related to out of ordered AT+ AT+ machine.
Another improvement that is required on the urgent basis is that UBL authorities or management must replace the older slower computer systems with the newer and faster systems because % observed that slow performance of the systems is used to invite customers@ anger against bank staff. United Bank Limited | where you come frst
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The communication channel between branch and head office needs to be improved as well as in case of acquiring employee %?s while replacing the leaving staff the new comer officers have to wait for hours or sometimes for days.
As /awa /awan n 0ot 0ot bran branch ch is locat located ed in popu popula lated ted area area and and surro surroun unde ded d by many many businesses so for the convenience of female customers a separate ladies counter should be there.
There is a great need of proper training of employees because whenever they were asked about the latest banking the answer was sorry we don@t know and they refer customers most of the times to operation manager or branch manager.
Although like many other banks in akistan UBL has also stepped into the %slamic banking but UBL@s UBL@s %slamic banking branch network is very limited so there is an urgent need to introduce %slamic banking facilities in conventional banking branches with separate counters and team because % noticed many of the customers were willing to invest in UBL@s %slamic +utual ;unds scheme but they were not willing to go to remotely located %slamic branches of UBL.
The branch should make some strategies or programs to educate the public about the bank services and products as the customers of the area where the branch is located are from low educational background.
%n this branch of UBL there is a need of improved generator facility because if electricity problem occurs sometimes a lot of time wastes and creates a problem with UBL goodwill.
Another important suggestion that % would like to recommend is there must be no delay by the management for arranging the stationery once the available stationery e(hausted. Because during my whole $ weeks stay in bank % noticed that despite of making order of new stationery by the branch well within the time the head office didn@t send it on time.
2peration manager must divide work equally to employees because in this branch, some employees have a lot of work to perform and some have few.
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+.%+LUS'.% : hile concluding the internship report %@ll recall my si( weeks@ stay during the internship at UBL /awan 0ot 6#78"9 branch, where along with a lot of positives % also found various problems, which % think should be resolved as per my recommended suggestions for the better functioning and goodwill of the bank. Branch staff must try to achieve superior financial performance, and to be good corporate citi&en of the communities they serve. 5ustomer satisfaction should always remain the number one benchmark for the branch while moving forward towards attaining the goals. ?espite % have some reservations but % must say that all the customers are entertained individually, same kind of behavior and attention is given to all the customers by the staff. Briefly % would like to conclude in the words that UBL as an organi&ation is growing rapidly in banking sector in akistan. +ore important thing is that UBL is pioneer in computeri&ation of banking. %ts larger branches are fully computeri&ed. %t has currently largest online branches in urban areas, and developing its structure in rural areas too. As technology advances UBL is United Bank Limited | where you come frst
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also making itself fast and accurate, in coming years UBL is looking for better infrastructure in banking in akistan. As the orld orld is going forward towards technology te chnology and advancements, UBL is also going step by step with all organi&ations. %t has a good banking 3tructure, fast and effective network.
RR%+ S.UR+S US0: OAL:
%ost of the oral nformaton was &athere" from %r. *n+#e ,abar ,#tt -$eratons %ana&er/ an" %ss ana aeem -(,/. =ITTEN:
%nternet
Brochures
4ecords
=EBSITES
www.#bl"rect.com www.$ratsaton.&o.$ www.&oo&le.com
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A%%2S8 3canned copies of %nternship 5ompletion 5ertificate and %nternship valuation ;orms are attached which are on ne(t pages.
A P'+1UR R.M '%0P%0%+ 0A4 +LBRA1'.%S :
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S,NNED ,OP1 O0 THE INTERNSHIP ,OMP+ETION ,ERTI0I,TE
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:
S+A%%0 +.P4 . '%1R%SH'P 3ALUA1'.% .RM :
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