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Internship Report submitted to the Faculty of Management & Administrative Sciences in Partial Fulfillment of the Requirements for the Degree of Bachelors of Business Administration
BY Name of Student Role Number Program & Session Nairess Khalid 11014220-171 M.BA
UNIVERSITY OF GUJRAT
Date of Submission
Name of Program Coordinator ___________________ Signature of Program Coordinator_________________
Executive summary Banking sector owes a pivotal importance in the economy of any country through its vibrant functions. This is the deep seated motivator that geared up me to join any bank for internship. Moreover, the practice and familiarity learned during this tenure would also attest very helpful and alleviating in the awaiting proficient life. Every student of MBA (Finance) in university of gujrat has an essential requirement to do six to eight weeks internship in any of well reputed organization. This report is an upshot of my six weeks internship in Habib Bank Limited, kutchery chowk Branch, Wazirabad– Pakistan. Hbl possesses an imperative importance in the banking sector of Pakistan. It always remains the center of hustles in business activities. Although, a derisory period of six weeks is not enough to learn the complex operations of Habib Bank Limited I made industrious efforts to converse them comprehensively in this report. Particularly, I have remunerated more accents on study of distinguishing features and services of. I have made maximum venture to elaborate this report with the material read, listened and observed.
Kutchery Chowk. I wish to say thanks to my parents to support me and encourage me at every step. I am also grateful to the department of administrative Sciences who gave us an opportunity of internship to enhance our capabilities. The behavior of all the department supervisors was very good to me. I am humbly thankful to all the employees of HBL. This internship programmed. They were always there to encourage me and they were really cooperative to guide me the mechanism of all departments in which I worked. who guided me during the course of internship. In addition. is very much helpful for me because.Acknowledgements First I wish to thank Allah Almighty the most merciful and beneficent for enabling me to reach here and use HIS resources to complete my internship. Wazirabad. I have learnt a lot by applying theoretical knowledge in practical field. 4 .
1.2 1.1 2.0 3.1 1.2 Introduction Brief history of organization Relationship of head office to the branch 5 Heading Page number 1 2 3 4 5 6 7 .0 2.1 3.0 1.4 Introduction Over all respective sectors in Pakistan Role of organization in Pakistan Organization structure Over all Functions of organization in Pakistan Summary Chapter 3 3.Table of Contents Serial No. (i) (ii) (iii) (iv) (v) (vi) (vii) Title Submission page Signature page Internship letter Executive summary Acknowledgement Table of contents Chapter 1 1.5 Introduction Background of study Purpose Scope Objective Methodology Summary Chapter 2 2.4 1.3 2.2 2.3 1.
3 3.2.4 3.5 3.1 4.3.6 3.1.1 3.2.1 No of departments Offices Current staff Current staff of branch according to qualification and experience 126.96.36.199 3.1 188.8.131.52.1.4 3.2 3.7 3.of employees Work load Salary structure Promotion system Incentives and motivation Responsibilities and Duties performed Critical analysis of branch Communication system Hiring system Morale of staff Physical facilities Performances Summary Chapter 4 4.4 3.2.0 4.2.3 3.4 Training received by no.2.2 3.2 Introduction Policies Successes Summary Chapter 5 Introduction 5.2 SWOT analysis Ratio analysis Ratio analysis(Table) Summary (viii) (ix) Recommendation References and Bibliography 6 .3.2 3.3 3.
CHAPTER 1 7 .
This is the mirror of my practical exposure that is originated through time spent in “Habib Bank Limited”.2 Purpose The purpose of my internship was To have intensive field experience To receive an introduction to an organization To apply what was learned during coursework to the working world. The report is about HBL its departments. Management style of HBL is somewhat participative and its culture is friendly and cooperative. In the report.1. and organizational behavior in real world phenomenon which gave me practical knowledge of what I have studied theoretically in MBA.1 Background of study In general. I have learnt a lot of different fields. an Internship is thought of as a program which "bridges the gap" between the academic environment and a future work environment. Then I conducted analysis for problem identification and also gave some recommendations to eliminate these problems and finally I concluded this report. 8 . SWOT analysis is conducted so that I may able to give an authenticated approach to problems and Dilemmas faced by the Branch. To acquire good work habits. 1. Students that participate in an Internship are generally more confident and more qualified when seeking future employment.0 Introduction The core objective of preparing this report is to express my learning During the 6 weeks period of internship. 1. profile and its financial analysis.
I can say that internship gained my experience and is a firm step for my future career. When entering in the real working environment. 1. The biggest source of information is my personal observation while working with staff and having discussion with them. I can observe my strength and weakness while working.4 Objective Discuss thorough study of Habib bank limited To test my aptitude for a particular career before permanent commitments are made.5 Methodology The methodology reported for collection of data is primary as well as secondary data. Formally arranged interviews and discussions also helped me in this regards. Importantly.3 Scope As an internee of HBL the focus of my study was on general banking procedures in one of the branches of HBL. These operations include remittance deposits advances and foreign exchange Similarly different aspects of over all of HBL are also covered in this report 1. (i)Primary data: Personal observation Interviews of staff 9 . Mainly My objectives toward internship program are to broaden my horizon by applying my accumulated knowledge and skills in accomplishing my tasks. I have developed my socializing skills with organizational personnel. Also.1.
10 . background of study.(ii)Secondary data: Manuals Journals Magazine Annual reports Internet Summary Chapter 1 was an introductory chapter that discussed the introduction of study. purpose. scope and objective of the study.
CHAPTER 2 11 .
“A banker is a dealer in capital or more properly a dealer in money. Following are some definitions from different authors. The origin of banking is also traced to early goldsmiths. The banks were supposed to make short term loans to traders only.C. The banks now not only make short term loans to the formers. The basic reason is that banks perform not just one but many types of functions originally. issue guaranties and indemnities underwrite and sell new securities and deal in foreign exchange etc.2. The priests in Greece used to keep money and valuables of people in temples. This history of banking is traced to as early as 2000 B. traders. about its history in Pakisatn. He is an intermediate party between the borrower and lender. deal in stocks shares and debentures. According to Dr. Hart “Banker or bank is a person or company carrying on business of receiving money and collecting drafts for the customers subject to the obligation of honoring cheque drawn upon them from time to time by customers to the extends of the amounts available on their currents accounts” In the words of G W Gilbert. They used to keep strong safes for 12 . types and brief details of HBL. but also invest in a wide variety of long term earning assets. Banking industry acts as life blood of modern trade and commerce acting as a bridge to provide a major source of financial intermediation. industrialists etc.0 Introduction In this chapter I will throw light on the bank. Commercial banks also undertake and execute trust. He borrows one party and lends to the another” Evolution of banking The word 'Bank' is said to have been derived from the words Bancus or Banque or Bank. What is bank? The term bank is being used for a long time yet it has no precise definition.
The second stage in the development of banking thus was the issue of bank notes. They thought it profitable to lend at least some of the money deposited with them to the needy persons.storing the money and valuables. A depositor who is to make the payments may now get the money in cash from goldsmiths or pay over the receipt to the creditor. The first stage in the development of modern banking. At the same time. This was the third stage in the development of banking. thus. This proved quite a profitable business for goldsmiths. These receipts began to pass from hand to hand in settlement of transactions because people had confidence in the integrity and solvency of goldsmiths. The persons who had surplus money found it safe and convenient of deposit their valuables with them. they found that they were being constantly requested for loan on good security. The goldsmiths used to issue receipts for the money deposited with them. They instead of charging safe keeping charges from the depositors began to give them interest on the money deposited with them. The goldsmiths soon discovered that most of the money deposited with them was lying idle. When it was found that these receipts were fully accepted in payment of debts. Types of Banks 13 . was accepting of deposits of cash from those persons who had surplus money with them. These receipts were the earlier bank notes. then the receipts were drawn in such a way that it entitled any holder to claim the specified amount of money from goldsmiths.
there were 14 Pakistan commercial banks that functioned all over the country and in some foreign countries through a network of branches. 1974. The network of bank branches now covers a very large segment of national economy.198 million. The Governor General of Pakistan. 1973. Bank employees and other common peoples can also purchase these shares and earn profit. Muhammad Ali Jinnah issued the order for the establishment of State Bank of Pakistan on 1st of July 1948. 1947 and August 15. The State Bank of Pakistan issues the shares of these periodically. Commercial banking 14 . It was decided that the Reserve bank of India should continue to function in the dominion of Pakistan until September 30.1 Over all respective sector in pakistan The partition plan was announced on June 3. All these commercial banks were nationalized in January 1. Thus a landmark was made in the history of banking when the state bank of Pakistan assumed full control of banking and currency in Pakistan.2.880 million whereas the advances were Rs. total number of banks in Pakistan were 38 out of these the commercial banks in Pakistan were 2. The total deposits in Pakistani banks stood at Rs. The numbers of branches have increased appreciably and there now a branch of bank is for every 3000 heads of population approximately. Up to December 31. The Government of Pakistan in the late 90‟s introducing the need for the privatization of state owned banks and companies. At the time of partition. 1948 due to administrative and technical difficulties involved in immediately establishing and operating a Central Bank. which were Habib Bank Limited and Australia Bank of India. The private sector has accepted the challenge and most of the banks are privatized today. 1949 was fixed as the date on which independence was to take effect. There is done reasonable growth in deposits from the establishment of Pakistan.
In UK and GCC. affiliates in Nepal. subsidiaries in Hong Kong and UK. HBL is currently rated AA+ (Long term) and A1+ (Short term) by JCR-VIS. Key areas of operations encompass product offerings and services in Retail Banking. Africa and the Far East. With a presence in 40 countries. in Pakistan. Nigeria. with a history that is inextricably linked with the history of Pakistan itself.Today.2 Role of HBL in Pakistan HBL was the first commercial bank to be established in Pakistan in 1947. The Bank is expanding its presence in principal international markets including UK. Kenya and Kyrgyzstan and representative offices in Iran and China. 2. and inclusive. approachable. it strives to embody its brand personality: honest. SME and Agriculture lending programs and banking services are offered in urban and rural centers. All this development in the banking sector is the result of untiring efforts of four decades. Over the years. HBL has always been a bank and a brand for the masses. These branches perform their functions under the supervision of local principal offices 15 . HBL focuses on trade finance and remittances for South Asian Diaspora in addition to basic banking facilities. HBL is also the largest domestic multinational.468 branches across the country and a customer base exceeding five million relationships. there are more than 7000 branches of commercial banks along with an established network of supplementary financial institutions. HBL has grown its branch network and became the largest private sector bank with over 1. both locally and abroad. South and Central Asia. As it continues to grow. Branches: HBL carries on its business through a wide network of branches. UAE. HBL has the largest Corporate Banking portfolio in Pakistan with an active Investment Banking arm.
It was HBL that introduced products such as Credit 16 . Sri Lanka in 1951 and HABIB BANK PLAZA was built in 1972 to commemorate the bank’s 25th anniversary. Singapore. HBL was nationalized in 1974 and it continued to dominate commercial banking sector with a major market share in inward foreign remittances (55%) and loans to small industries. 1942 at Bombay. HBL first international branch was established in Colombo. It was established with a paid up capital of Rs. France. International operations were expanded including USA. The bank has over 1468 branches in Pakistan in 216 cities and 40 overseas branches. with ATM Facility in more than 80 cities. china & Hong Kong. With a domestic market share of over 40%.and head office in Karachi. Ismail Habib (Late) on August 25. Belgium. It was the first Muslim Bank of the sub-continent. Mauritius. Oman. History of HBL Habib Bank Limited was established by Mr. Seychelles Maldives. 2.5 million. the number of its branches was only 12. HBL established operations in Pakistan in 1947 and moved its head office to Karachi. Netherlands. traders and farmers. At an early stage.
including ethical handling of actual or apparent conflicts of interest between personal and professional relationship. Today.. subscribed and paid-up capital in year (6942.Cards. Subscribed. providing its customers convenience and satisfaction all over the world. etc.5 million. to the Pakistani market. ATMs.1. Habib Bank Plaza. the 1 Habib Bank Limited tallest building in Pakistan. To provide solutions for multiple requirements of clients of diverse financial nature To manage with the changing trends of the modern day financial market To be a diversified bank by offering all basic consumer services and specialized services Honest and ethical conduct. Travelers Cheques. To provide employment opportunities to people To help in development and industrialization of the country 17 .Share capital: Issued Capital The bank was setup with an issued capital of Rs. Habib Bank is truly the bank of the people. Habib Bank caters to the needs of millions with quality products & services. Authorized Capital Authorized capital of HBL in 13800 million rupees Issued. .615 million*10) Objectives: Following are some main objective of HBL To earn profit for the Bank itself and maximize its shareholder‟s value. is the proud symbol of HBL‟s leadership in Pakistan‟s corporate arena. and Paid-up Capital Issued.
Islamic values and culture Sword……power Lion…….This symbol depicts: Bismillah …….Symbol of HBL This symbol of HBL contains Bismillah at top. Strength HBL ……. Brand 18 .brand name THE POWER TO LEAD …….. management control was handed over to AKFED. including the Chairman and President/CEO and three Government of Pakistan nominees.409 billion (USD 389 million). 2004.logo Privatization of HBL On December 29. On February 26.. Sword under Bismillah And then lion under sword . 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 shareholding in HBL.. against an investment of PKR 22. The Board of Directors was reconstituted to have four AKFED nominees.
Core values HBL is firmly grounded with a corporate philosophy that incorporates five solid values which each individual associated with the bank abides by. Vision Enabling people to advance with confidence and success. can we hope to be successful and grow. The markets in which we operate are becoming increasingly competitive. 19 . giving our customers an abundance of choice. Excellence This is at the core of everything we do. Integrity we are the leading bank in Pakistan and our success depends upon trust. mission and is supported by our values.expect us to possess and steadfastly adhere to high moral principles and professional standards.Our brand identity is the outward expression of what we stand for as an organization. our staff excel and to create value for shareholders. our products and premises. Only through being the very best. Mission Statement To make our customers prosper. Our customers . in terms of service we offer.and society in general . This is summarized in our vision.
The operation of an organization involves a number of activities. We believe in rewarding achievement and in providing first-class career opportunities for all Progressiveness We believe in the advancement of society through the adoption of enlightened working practices.Customer Focus We understand fully the needs of our customers and adapt our products and services to meet these.3 Organization structure Any organization needs a structure. These activities must be well coordinated so that the goals of the organization are achieved successfully. Chairman Board of director President Country heads 20 . and communication of these decisions. 2. which provides a framework for successful operations. We always strive to put the satisfaction of our customers first. Meritocracy We believe in giving opportunities and advantages to our employees on the basis of their ability. and a spirit of enterprise. innovative new products and processes. which are related to decision-making.
The Regional Head Quarter controls the branches in their area. Whether establishing a new 21 . Overseas operations consist of 65 main branches. Each Regional Head Quarter is headed by a Chief Executive and assisted by General Manager Operations and General Manager Support Services. offering products that are as diverse as the people we service. 2. Functional responsibilities of the Banks are broken into seven groups known as 1) International Operations Group2) Corporate Banking and Treasury Investment Group3) Retail Banking and Operation Group 4) Finance. two affiliates. The president and Executives Committee look after the affairs of the Bank. from Head Office at Karachi controls the officers of the Bank with the help of the senior management. Financial Institutions and Project Finance. At present the Bank operates through one central and 23 Regional Offices and 1439 branches. President. It specifies the duties and responsibilities of the personnel of the organization.Area heads(regional manager) Branch manager A chart defines the line of authority in an organization and its departmentation. Audit and Administration Group5) Assets Remedial Management Group6) Credit Policy Group7) Corporate Bank. We remain resolute in our commitment to provide products that are competitive and services that are exemplary. all over Pakistan. It is a sort of visual presentation of the organizational structure.4 Over all functions of HBL in Pakistan Individual customers HBL caters to all market segments. two representative offices and two subsidiaries.
III. Saving accounts: HBL‟s Saving Accounts cater to individual saving habits. V.000. Term accounts: Offered in a variety of tenors with deposits as low as Rs. 10. our team understands your banking needs and works closely with you to realize your goals.venture or expanding an existing business. HBL provides the following products and services to meet its individual customer requirements: I. Current accounts: Our Current Accounts offer features that meet your daily banking needs. Foreign currency accounts: Offered in multiple currencies with interest paid on a quarterly basis. II. IV. Debit card: 22 .
No Interest 2. Amaan (Retirement plan) Amaan is a pension plan that provides an opportunity for growth through investment in a balanced portfolio with post-retirement income benefits. Tabeer (Child Education and marriage plan) 23 . You don‟t have to carry cash and your monthly statement provides you with a complete record of all your transactions so you can manage your expenses with ease. Free Account Statement 7. Global Customer Assistance Service VI. Bank insurance: HBL and New Jubilee Life Insurance Company Limited introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). The plan covers life insurance and gives attractive returns on investment to its customers.HBL Visa Debit Card allows you to pay for your purchases directly from your bank account. Ease & Security 3. 24 hour Customer Service 8. Features 1. International Recognition& Acceptability S 5. 1. 2. These products have been designed keeping HBL`s customer base as the focus and will provide life insurance along with an investment option. pending Limits 6. No Liability 4.
Your query will be resolved in a single telephone call from anywhere and at anytime. b. You can now call HBL Phone Banking and save a trip to the branch. Phone banking: Your bank is just a phone call away. Corporate banking: HBL Corporate Banking Group comprises a seasoned team of Relationship Managers (RMs) to meet the demanding service standards of large corporations. with a turnover of at least PKR 300 million. Our RMs has the expertise you need to create tailored financial solutions catering to the specific requirements of your business. Plans are available for both under and over 45 years of age. enabling us to provide timely and effective financial solutions for our customers to meet the growing challenges of a global economy. If you are a corporate customer.Tabeer is a plan that provides parents with a means to accumulate a fund over a period of time which can then be used to pay for a child’s education or marriage. VII. we have a range of solutions designed to help you with your banking needs. Business Customers: HBL offers a wide range of products and services for its business customers. A long history of financing and nurturing relationships in Pakistan has given HBL a unique insight. I. Whether establishing a new venture or expanding 24 .
II. Faisalabad. responsive and experienced Relationship Managers who are committed to understanding your business. We have the ability and the resources to meet the needs of your business with our proactive. For customers with an annual turnover between PKR 50 million to PKR 300 million. Commercial banking: HBL‟s Commercial Banking Group targets medium sized companies with a turnover of at least PKR 50 million. Investment banking: 25 . Each unit is dedicated to service business clusters located within these cities. Lahore. our team understands your banking needs and works closely with you to realize your goals. We cater to the needs of a broad spectrum of clients.an existing business. Features: We offer financing for the following: Working Capital Procurement of Inventory Receivables Procurement of Machinery Expansion of production facilities Import of raw materials Exports Guarantees III. Gujranwala and Peshawar. our Commercial Banking group provides a wide range of products that meet specific customer needs. the business-banking group is segregated by the size of the customer. To do this. Sialkot. Our business units are located in Karachi.
Murabaha (local & import) facilities are provided to meet the short-term financial needs of mid-market and corporate customers. plants and machinery to meet long-term customer resource requirements. Islamic banking: Islamic Banking is a growing market segment that offers attractive opportunities to potential and existing customers. The Investment Banking Group functions in three specialist business Project Finance. At HBL. Our Cash Management Services reduce the cash turnaround of your company. HBL has closed over thirty transactions with a cumulative worth of over USD 2 billion. HBL‟s Islamic Banking products are fully Shariah compliant and duly certified by independent Shariah Advisors V. This is a testament to out-of-box thinking and innovative products we bring to our customers. Islamic Banking provides Ijarah (leasing) for vehicles. This year alone. Islamic Banking offers Shariah compliant products and services to meet the short and long term requirements of business and trade. Cash management: HBL offers a comprehensive platform for customers to avail Cash Management Services throughout Pakistan. Debt Capital Markets & Syndications areas and Equity Capital Markets & Advisory. IV. thereby making it cost efficient Features: Centralized Collections / Funds Transfer Centralized Payments / Disbursements Customized MIS Reporting Centralized Customer Support through IT/Operations 26 .HBL offers full-service Investment Banking capabilities to its clientele.
was incorporated on 17 February. balance checking to its customers. We have the largest private bank portfolio in the country with over PKR 18 billion in various agriculture sectors. Asset management: HBL Asset Management Limited.VI. The credit department has to: Visit their clients. A Wholly own subsidiary of Habib Bank Ltd. 27 . E-banking: HBL is also providing unique and latest online services like online fund transfer. Rural finance: HBL‟s Agriculture loans are spread across the country and provide financing through over 800 branches. Features: Revolving Agri Scheme Haryali Farm Transport Scheme Agri Development loan Agri Development loan (Fish Farming) Agri Development loan (Drip Irrigation) Agri Production Finance Haryali Livestock Loans VIII. HBL‟s presence in all agriculture belts of the country ensures easy access to farmers in rural areas. 2006 as a public limited company under the Companies Ordinance 1984 and was licensed for Investment Advisory and Asset Management Services by Securities and Exchange Commission of Pakistan on 3rd April. Carry out through investigation about the client. 2006. VII.
products/services of bank. vision. Charge mark up from the client account Summary This chapter concludes what is bank? The brief history of banking. Arrange the credit approval from the State Bank. Report the SBP about the credit status. evolution of banking types of banks. core values. Organization structure. brand. Check the credit status of the client with other banks. Calculate client mark up. history of HBL in Pakistan. 28 . introduction of HBL in Pakistan. mission.
CHAPTER 3 29 .
noe it has also its branches in Dhaunkal and Rasool Nagar.departments. All the surrounding rural areas were facilitated by it. it was the 2nd bank established in Wazirabad.1 Brief history of organization In wazirabad HBL was formed on 31st march 1970. it can be said a decentralized decision making style 3. You can say that it is a centralized decision making style. it tells us about brief history of HBL in wazirabad. 3. critical analysis of branch and its performances.3 Number of departments There are various departments on which day to day banking of HBL composes to satisfy customers. 3. Its relationship with headoffice. here are banking department`s functioning in HBL Kutchery chowk. Then these policies are conveyed to regional heads and branch heads. staff. If any problem or matter is beyond limits then it is referred to regional headquarter.Organization Introduction This chapter is all about organization in which I worked. 1) Computer Department 2) Credit department 3) Foreign exchange department 4) Operations department 30 .1.2 Relationship of head office to the branch office All major policies rules regulations and controls are devised by head office of HBL in Karachi. All routine matters are decided at branch level by the manager of branch with permission of him.it developed by leaps and bounds and now the largest commercial bank of city.offices. Wazirabad.1. it has gone through many hardships that’s why able to be reached at this position.
HBL credit card: With the help of HBL Credit Card customer enters to a world of convenience and flexibility. I also wanted to know what different types of advances are as it is asset of any bank but the in charge was not in a mood to tell me anything about credits and when I said to him that I want to learn about credit he replied that this is totally different from your bookish knowledge. Computer Department The objective of this department is to facilitate customers in payment of their cheques. Maintain a record of transaction history of accounts 9. Checking balance. Communication through E-mail etc… b. Deduction from balance on clearing cheques. The main functions performed by this department are: 1. On my first day in credit department I was keen to know what the procedure to sanction credit is. 3. 4. Credit Department: For one week I was sent to credit department but I spent a single day there. Because I believe: “A problem is a chance for you to do your best.” Following are some services of Credit department: I. It is accepted over 29 million merchants worldwide. I tried my own and got following information. Issuing bank statements. Although in credit department there was lot more to learn but to my hard luck the in charge of credit department was not cooperative. Comparing signature 8. Receipt of utility bills 6. Online transfer of remittances 7. HBL Credit card 31 . 2. However. Deduction of charges for services provided 5.5) lockers a.
So makes most of your shopping experience. No Interest 2. pay later 2.makes shopping fun and paying simple. Security 6. Convenience II. Customer may avail a personal loan of up to SIX TIMES of his net take-home salary subject 32 . Free Account Statement 5. Pay as much as customer wants 3. Ease & Security 3. Buy now. HBL personal loan With the rising cost of living. HBL debit card HBL Visa Debit Card allows a card holder to pay for his purchases directly from his bank account. International Recognition & Acceptability 6. Benefits 1. Balance transfer facility 5. HBL is helping customer finance them with Habib Bank personal Loans (old name flexi loan). Cash advance 4. Benefits 1. it is becoming increasingly difficult to make expensive purchases or meet unexpected expenses. No Liability III. He doesn’t have to carry cash and his monthly statement provides him with a complete record of all his transactions so he can manage his expenses with ease. Spending Limits 4.
You determine the need. we help you finance 7.000/.provided he work for an organization approved by HBL. No processing fee 3. Credit Life & Disability Insurance 5. Minimum salary Rs. No salary limit for existing customer 33 .to a maximum of Rs.48 or 60 months 2. 15000 9. Repayment through easy and affordable monthly installments 6. 4. Flexible tenure: 12.300. 8. Repayment through easy and affordable monthly installments from salary. 36. 24. Features 1. Option of add up replacement for existing customer.
It is more important in case of developing countries. These products have been designed keeping HBL‟s customer base as the focus and will provide life insurance along with an investment option.IV. HBL Zarai Banking provides loans to small-scale land owning farmers as well as large institutionalized and alliance based finance. agricultural implements and non-farm setups through its various product programs. V. Products HBL Zarai Banking enables farmers to invest in premier quality seeds. pesticides. enhancing agricultural harvest and. What is clearing? “A system by which banks exchange cheques and other negotiable instruments drawn 34 . HBL Bank insurance: HBL and New Jubilee Life Insurance Company Limited (NJLI) introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). Bills Clearing Department I. HBL Zarai banking HBL Zarai Banking facilities are spread across the country and provide financing through more than 800 of their branches. that a country should conserve its foreign exchange resource d. c. in turn. economic output of the country. HBL‟s presence in all agriculture belts of the country ensures easy access to farmers in rural areas. Foreign Exchange Department International trade is growing and with the development of international trade it has become more imperative for countries to devote more and more attention to the complicated mechanism of Foreign Exchange. fertilizers. It is need of time.
Every Bank performs the paying and receiving functions.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. sometimes accountholder of HBL presents a cheque that is drawn on a person (who has an account in HBL) instead of the bank. Similarly each bank receives cheques from other banks. It is responsible for the establishment and management of automated 35 . It is one of the services provided by the NIFT to the commercial banks. Clearing House Clearing House is a place where representatives of all banks sit together and interchange their claims against each other with the help of controlling staff of NIFT. National Institution Facilitation Technologies (NIFT) NIFT (National Institution Facilitation Technologies) is the department which is created by the SBP for clearing the checks of different banks.” Clearing in HBL By clearing means. Different banks are the members of this clearing house. In this case.) Ltd. Here each representative presents the cheque that is not drawn on his bank to the representatives of the banks on which the cheque was drawn and collects the amount on behalf of his customer. bank accepts this cheque in clearing department and on 3rd day collects amount from bank on which cheque is drawn through clearing to take amount from that person‟s account upon whom the original cheque was drawn. Cheques are collected which are drawn up to Banks for customers. was incorporated in September 1995 as a joint venture between a consortium of six major banks and private sector. National Institutional Facilitation Technologies (Pvt. III. Similarly the cheques drawn on different Banks and deposited by Banks own customers for collection within the city is known as clearing The functions of receiving and paying is mostly done through the clearing house. II.
There are following types of clearing: 1.clearinghouse facilities in Pakistan. this cheque is sent to NIFT on same day. In HBL Kutchery chowk all the cheques that come from outside the Gujranwala region are to be considered as intercity clearing. NIFT deals directly with every branch in 20 major cities and adjoining 164 commercial and industrial towns. V. NIFT is proactively involved in the modernization of payment systems in Pakistan. Local Clearing LOCAL clearing means the cheques which are drawn on the branches of some other banks of the same city. clearing cheque comes in bank in same day and after entries of this cheque. In HBL Kutchery chowk all the cheques that come from Gujranwala region are to be considered as Local clearing. 3. Intercity Clearing Intercity clearing means the cheques which are drawn on the branches of some other banks from outside the city. More than 5571 bank branches avail NIFT services. 2. Same day Clearing In same day clearing. But payment of these 36 . Person of NIFT daily comes in the bank for taking cheques of same day clearing. There are more than 20 NIFT centers in Pakistan including Gujranwala. Types of Clearing: Clearing instruments are those instruments which are drawn on the branches of some other bank of the same city or of the same area which covers a particular clearing house.
Remittance Department Remittance is “the transfer of money from one place to another or from one person to another for the purpose of paying bill for example” A remittance is an important service a bank provides to its accountholders and to non-accountholders. Remittee 37 . It is form of income for bank because a fix amount of money income is charged from the customer. Issuing bank 2. e. Remitter 4. Basically these are local cheques that are cleared same day to provide benefit to customers. Following four types of parties are involved in remittance procedure: 1. Paying bank 3.cheques is cleared on next day.
Transfer from one bank to another bank within same city (inside locality) 4. Paying Bank This is the bank on which instrument is drawn. It may be located in different city or country. Transfer of funds intercity (outside locality) 5. Paying bank makes the payment. 38 . Transfer of funds from one country to other country. He comes to the branch and asks for remittance to be made. Banker‟s cheque or local funds transfer through mail transfer etc. Transfer from one branch to another branch (Inland remittance) 3. He deposits the money to be remitted and pays commission for this service. Remittee This is the person for whom remittance is made. i. Remittee is also called payee or beneficiary. Kinds of remittances Some of the kinds of remittance are following: 1. Remitter is the person who requests for remittance.Issuing Bank The bank that affects or sends the remittance through SWIFT (Society for Worldwide Interbank Financial Telecommunication). Transfer within branch (Inland remittance) 2. either accountholder or nonaccountholder.
3. Arshad) (Raja Fayyaz Ahmad) (Shahzad) 39 .3. Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr. Asghar Abbas Bukhari) Operational manager (Mr. Nadeem) Tea boy Guard (M.Zaheer) (M.4 Offices There is only one branch of HBL in wazirabad which is at the central location of city at katchery chowk. Khalid Farooq Butt Cash Officer (Mr. Branch Manager (Mr.Arshad) (Shaista Butt) (Mr.1. M.2 Current staff A detail about the current staff is as follows.
as from the table we can analyse that experience as well as education is the key to success in HBL.3. their qualification and experience.1 Current staff of branch according to qualification and experience Staff Branch Manager Operational Manager Clearing and Remittance Officer Head Foreign Exchange Cash Officer Tea Boy Guard Graduation Inter metric metric 18years 5 years 8 months 10 years Qualification Masters Graduation Graduation Experience 35 years 29 years 2 years This table shows the details about the staff. 40 .2.
2. 3. each employee on HBL gets incentives and compensation whether as direct payment or indirect financial payment.5 Promotion system The process of promotion at HBL is low. however manager `s salary was Rs 70.m.6 Incentives and motivation The salaries. 3.2.2. car fuel. car.3.bonuses. bonuses and incentives on the basis of jobs and performances according to performance and experience. of employees When I was doing internship at HBL kutchery chowk branch wazirabad.indirect payment is not related to cash payment like insurance.salaries.2. if an employee has a “C” grade he is not applicable for the promotion interview. that is really a tough and hectic timing of a job.. after three years individual is eligible for promotion.2. It increases the burden on the employees and reduces their motivation 3. 3.sometimes the staff of the bank has to stay there in the bank till 8 to 9 pm for setting and compiling their work. however if the supervisor of an employee appraises him in grades it affects directly its salary and promotion.3 Workload The bank timing was 9 am to 5p. rewards.000 per month and operational manager`s salary was Rs 35000 per month.direct payment in form of wages. promotion is awarded on seniority and experience basis. There were three girls and one boy doing internship there. So we can say that HBL provides better training to the fresh graduates to enhance their skills knowledge and abilities in practical world.2. to provide customer services.commissions. they did not provide me any information about the structure of salary.4 Salary structure Staff was not ready to disclose information about their salary.2 Training received by no. 3.7 Responsibilities and duties performed 41 .
nepotism political pressure. finding connections and categorizing 3.4 Physical facilities The physical facilities provided to HBL are not enough to meet the needs of staff as well as the customers. cash officers report to operational manager and operational manager reports to the branch manager. At HBL all employees are encouraged to take full responsibility of actions and various job tasks. only the manger and branch manager head of foreign exchange and head of credit department have the professional attitude. there is a proper hierarchy in branch. 3.1 Communication system Communication system in branch is sound. it is a self assumed commitment to handle a job to the best of one`s ability. head of foreign exchange and credit department are directly liable to the manager of the branch.3.3. the source of responsibility lies within the individual.3 Morale of staff I don’t think so that morale of staff is high because there are some people in branch that are not hard working and try to put their burden on the shoulders of others.Responsibility is the obligation to perform assigned activities. There are no rooms in the bank. Employees are recruited on the basis of favoritism.2 Hiring system Hiring system in bank is not proper.3 critical analysis of branch When we think critically we are being active. we are not passively accepting everything we read and hear. making judgments.3.3. but questioning. 3. Responsible employees tend to be more motivated and focused on achieving organizational objectives. At the end of the working hours the employees are so exhausted that they are about to quarrel. evaluating. Nevertheless separate 42 . And perform their assigned duties 3. Both the staff and unions try to hire their favorites 3.
Their services are delayed often or staff becomes lazy to process their requirements. 43 . is a measure of how products and services supplied by a company meet customer expectation. At ground floor there are the air conditions but at 1st floor where those are needed most are not available. The services provided to the customers of HBL in kutchery chowk branch wazirabad are not so good to satisfy the customers as the customers having high deposits in their account are treated with courtesy and the customers having no reference are treated with dry attitude and they are not dealt properly. a business term. In terms quality (number of accounts) No. A customer's perception of the degree to which their requirements have been fulfilled.cabins are provided to branch manager and credit officer. More over at ground floor facility of drinking water is not available. However HBL is one of the oldest banks in city. 3. Performance management is the process of creating a work environment or setting in which people are enabled to perform to the best of their abilities In terms of quality (through customer satisfaction) Customer satisfaction. of accounts are enough to meet the needs of bank but now a day’s competition has increased customer transfer their amounts in other banks there may be a reason that they are not satisfied with the services provided. Staff does not have enough equipment to handle their data.4 Performance The results of activities of an organization or investment over a given period of time.
Chapter 4 44 .
Introduction In this chapter policies of HBL . the Habib Bank is pursuing the new avenues of leadership through innovation and automation in customer services. Traditionally. Social responsibility Fresh air is also blowing in the Public Relation Division of HBL that believes in effective rapport with the general public by communicating the policies and schemes of the bank through print and electronic media.strategies. The HBL is also on its forefronts to support and appreciate the efforts being done for the noble causes and promote social and cultural activities in the 45 . With a revamp customer oriented philosophy. Information Technology. successes will be discussed general because I did not find any information about it in branch. 4. Besides maintaining close relationship with the media. it provides financial services to all segments of the national economy within and outside Pakistan. Policies of HBL include social responsibility. HBL believes in serving the nation and building the country's economy on sound footings.1 policies It is a known fact that the Habib Bank Limited (HBL) is one of the largest and the oldest financial institutions both in the public as well as in the private sector of Pakistan. Human resource development. The direction given to the staff by the leadership in the management is to gear up the efforts to face the challenges to bring new heights of professionalism in the banking system. the publicity division of HBL is also leaves no stone unturned to render all possible assistance to the visiting dignitaries and delegations from abroad.
It also registered an increase in export bill discounting volume. In this direction.country. HBL has succeeded to place itself in a position where its Treasury is considered as market maker. In the nutshell. the bank has designed a consistent system of human resource development based on result oriented objectives. These efforts have brought success stories to the credit of Habib Bank. the forum gave a chance to all country managers to develop and redefine strategies and bring them in line with the overall objectives of the bank. the public relation division sponsors various social. The team spirit generated by the training division to the staff has started showing positive signs and a concerted and unified force has been developed within ranks and files of the bank to offer the best possible services to the valued customers. It also organizes religious programs to enhance social. The brilliant performance shown by majority of the staff reflects the desired results of these efforts. cultural and sports events to generate healthy activities in the society. An improved communication between the branches and dealing room accompanied by increased customer interaction with treasury is also the part of the improved performance of the bank. These efforts also enabled the bank to increase in monthly treasury profits that directly contribute towards the profitability of the bank. As a result of concerted efforts the HBL has succeeded in making substantial increase in the import forward booking volume. Most of the small local banks use HBL's rate sheet as their benchmark. human and religious values and traditions of our society. The division also represents the bank at important for to exchange views on national and international issues with various organizations to boost the intellectual activities. 46 . Human resource development At every stage and level right from selection to advancement.
stratgies of HBL are according to dynamic enviornment of world that’s why it has received remarkable success on national and international level. 4. An uphill task. The team of I.2 successes Istanbul: On the occasion of the World Bank Annual Meetings 2009 currently underway in Istanbul.4 summary All the policies.The International Strategy Conference organized by HBL at Muscat last year was the part of that effort to develop and implement business plans that recognize the ground realities but at the same time incorporate a stretch component so that the Bank can regain its pre-eminent position in the emerging market. Global Finance presented banking awards to the top global banks at a ceremony attended by senior bank officials. Information Technology In order to keep pace with changes swiftly taking place around the world. the HBL has embarked upon an ambitious plan for automation to have competitive edge over competing banks. The computer division is providing technical support both for hardware and software to branches and other offices at the region or Head Office level throughout the country to ensure trouble-free operations of the Bank. 4. Best Trade Finance Provider – Pakistan and Best Foreign Exchange Provider – Pakistan. HBL was presented with 3 awards: Best Bank – Pakistan. These awards were conferred on HBL in recognition of its achievements in product delivery and service quality in the markets it serves. 47 .T professionals has almost hit the goals set by the management and showing positive and encouraging results. it started in full swing and tempo which is unprecedented in the history of HBL.
Internee work 5.4.1 Brief introduction of the branch I worked in National bank branch situated at circular road Shahkot. I did my internship from 20/10/10-20/11/1. Shahkot branch is not offering all the products and services as mentioned above, as few services are offered only at regional offices or head office level but still providing enough services. The branch is well equipped with all the required resources which are needed in order to provide good services to the customers. The total number of people working in the Shahkot branch is 14.
Branch Name Branch Code Address Phone Fax Tehsil District Province SWIFT Code Status Email
Shahkot branch 0534 National Bank of Pakistan Shahkot, district Nankana Shaib 056-869017 92 556 3570227 Shahkot Nankana Sahib PUNJAB --Not yet online Manager0534@nationabank.com.pk
Department Weeks Date Day Daily Work Weekly time table 51 .
Abdull Rauf Department Remittances Remittances Remittances Remittances Remittances Weeks Date 12/08/2010 13/08/2010 14/08/2010 15/08/2010 16/08/2010 Day Monday Tuesday Wednesday Thursday Friday Signature ------------Daily Work Week 4 Introduction to Online transfer and receiving o Cheques Receiving the cheques of same branch Fixing the stemps on Cheques Passing the cheques to cash counter Receiving the Online Transter 52 .Abdull Rauf Department Remittances Remittances Remittances Remittances Remittances Weeks Date 05 /08/2010 06/08/2010 07/08/2010 08 /08/2010 09 /08/2010 Day Monday Tuesday Wednesday Thursday Friday Signature ------------Daily Work Introduction to Remittances Introduction to demand draft Introduction to demand draft Introduction to Pay Order Introduction to Pay Order Week 3 Supervisor Name: Mr.Clearing Clearing Clearing Clearing Clearing Week 1 21/07/2010 22/07/2010 23/07/2010 24/07/2010 25 /07/2010 Monday Tuesday Wednesday Thursday Friday Introduction with all the Staff member of the branch Introduction to Clearing Department Inter City Inward Clearing Inward Clearing Supervisor Name: Rana Nadir Khan Department Clearing Clearing Clearing Clearing Clearing Weeks Date 28 /07/2010 29 /07/2010 30 /07/2010 01 /08/2010 02 /08/2010 Day Monday Tuesday Wednesday Thursday Friday Signature ------------Daily Work Outward Clearing Outward Clearing OBC OBC Week 2 Supervisor Name: Mr.
Mushtaq Ahmad Signature ------------- Department Account Opening Account Opening Account Opening Account Opening Account Opening Weeks Date 19/08/2010 Day Monday Tuesday Wednesday Thursday Friday Daily Work Detailed Introduction to Account opening Giving detailed information about types of account to clients Receiving the account opening form Receiving the application and issuing Cheque Book Receiving the application and issuing ATM Card Week 5 20 /08/2010 21 /08/2010 22 /08/2010 23 /08/2010 Supervisor Name: Mr. opportunities. HBL is considered to be a very sound bank in the financial circles. the bank where the customers can safely keep their 53 . a useful strategy for organizational success will become evident.Zeshan Department Money Gram Money Gram Credit Credit Weeks Date 26/08/2010 27 /08/2010 Day Monday Tuesday Wednesday Thursday Friday Signature ------------Daily Work Introduction to Money Gram Dealing with clients and receiving application form for money gram Introduction in Credit Department Week 6 28 /08/2010 /08/2010 29 /08/2010 Different Credit Department products and dealing with loans Meeting with Branch Manager and thankful to all the staff of the branch for cooperation durin the Internship Supervisor Name: Mr. weaknesses.Supervisor Name: Mr. Imran Signature ------------- SWOT ANALYSIS SWOT analysis is based on assumption. and threats. that if managers carefully review such strengths.
high people trust and profitable operation 3. The analysis is as follows: 1. Weaknesses. HBL focuses on consumer banking by lucrative schemes. 2. opportunities available in the future and the threats that are ever present in today’s competitive Banking Industry. In SWOT analysis the best strategies accomplish in organization’s mission by: 1. diversified product range and services suiting best to the wants and demands of the customers 6. 24 hours cash access and safe payment products for high value transactions 5. HBL is the larger commercial bank in Pakistan with the network of over 1468 domestic and international branches 2. Avoiding its weaknesses .money as long as they want. Neutralizing its threats and 3. Exploiting opportunities and strengths. HBL is a well established bank enjoying long history of over 65 years of experience. ALL information regarding the transactions in customers‟ deposits has been computerized 9. a. 7. I observed that HBL employees interact with their clients as if they are their personal friends and discuss about their problems as their own 8. I learnt a great deal about the banks Strengths. HBL has opened all its branches at commercial areas so that the customers or clients face no problems in reaching to the bank 4. HBL has very good security system. HBL is market leader in introducing e-banking and has largest ATM network in country 54 . Strengths While interning at HBL I was able to conduct a SWOT analysis of the organization. HBL has got a reliable and easy to use internal computer system.
Its total assets are always less than NBP total assets. During my internship period I came to know about following weaknesses in HBL: 1. they have moved up on the hierarchy line to Grade. 3. Due to seniority. II or III positions having hardly 55 . Weaknesses Even though the bank is making continuous efforts towards minimizing its weaknesses. Staff here lacks managerial training as they are not properly educated.I. Though HBL is the premier bank in Pakistan. Remittance Department is working very efficiently in transferring funds of people due to this system. The branches are well furnished even in less developed areas where other banks‟ branches give a poor view 12.10. Highest number of branches effecting the proper maintenance and difficulty in providing same working environment at the each branch 2. 14. Wide number of services provided to the customer at cash counter 13. 15. Excellent branches appearance gives an edge to HBL over other banks. yet the fact remains that it is not market leader as NBP. HBL have strength that most of the imports & exports which are done around Wazirabad are handled by HBL Wazirabad Branch. HBL has got a well-developed on-line system in most of its branches. Having potential to encounter the competitive environment in the market b. a leading international publication and has gotten many other awards 11. HBL was rated the best domestic bank for two consecutive years of 2000 and 2001 by Euro money. there are still some areas that have to be improved to be able to compete in this industry.
4. 7. Employees do not take care of the customers. 4. The lack of proper infrastructure in small branches is also a major weakness. newspapers etc… c. Having a separate section for ladies will be more convenient and attractive. Huge untapped market potential in consumer banking 2. The major opportunities are: 1. In the presence of a huge network of branches all over the country. Nowadays internet banking system is growing quickly so HBL have opportunities to improve the standard and get the more share in the market. 5. Opportunities: At present the bank is faced with a large avenue of opportunities as it has proved by launching new products and exploring various options in the market. These are the branches which are being visited by a large portion of customers. provision of “Fast cash” facility can be an opportunity 3. magazines. 8.Bachelor degrees. I observed was charging of higher commissions and markup rates. 6. This is a source of confusion for both the staff and the customers. The major weakness. Public respect is not very effective at HBL. 56 . This type of senior staff cannot apply the modern and innovative techniques of management in decision making. There are no entertainment facilities for waiting customers. Employees are constantly rotated from one job to another different one to give them the knowhow of other departments. especially at token issuing counter and remittance department. In certain branches there is not even proper separation between departments to separate one department from another.
Day to day changing global technology 2. 7. This facility has still not been started for customers in Pakistan. resulting in an increased convenience to customers of HBL and other banks 9.5. Political and economic instability can be a threat 57 . Customer feedback on different products can really improves the bank performance. ATM can also be used to deposit cheques and cash into the accounts. No bank in Pakistan is offering this service currently. All these are discussed: 1. So HBL can focus on that. Highly attractive and advance services by foreign banks to their customers 4. So an opportunity exists for Habib bank to differentiate. There are also some threats that HBL faces apart from competitive pressures. HBL can lure more customers to increase its income 6. d. Providing lower markup rates. Threats HBL faces many threats as competitive pressures have escalated in this particular industry. Shortage of trained and specialized staff at lower executive and officer levels 3. 8. It can be an opportunity for HBL to enter into agreement with other banks to use each other’s ATM. Competent taskforce of some other banks is a threat because human resource is the most valuable asset. 5. Large corporate customers can log into the bank's database and have access to their accounts/transactions from their business houses.
61455 rupees per share and in year 2008 it is 20. This increase shows that company is utilizing its funds properly in relation to previous year. The earnings per share of HBL of year 2007 is 14. Equity to assets ratio shows an improving trend.5522 91.457249% 0.Ratio analysis Ratios Return on equity Return on total assets Equity to total assets Earnings per share Advances to total assets Book value per share Loan to deposits Net profit ratio Deposit to equity ratio 2007 15.7643 35. Return on assets ratio shows an improving trend.099192 20. It shows that how much company is earning with respect to number of ordinary shares.61455 0. It shows that how much investor is earning.40164 2008 20.50% 7. In year 2007 the return on equity of HBL is 15. This ratio shows that equity and assets both have increased but with a decreasing trend. in year 2008 it is 20.091385 14.9421 Increase/Decrease Favorable Favorable Favorable Favorable Unfavorable Favorable Favorable Favorable Unfavorable Above mentioned ratios are showing overall favorable trend in 2008 instead of 2007.77%. But net profit has increased more rapidly. The increasing debt ratio shows the increased share of debt in total assets as compared to owner‟s equity.64845 0. Advances to total assets ratio shows how much assets are financed through debts.32% 8.57183 .57183 this increase is due to increase in profit but also there is increase in number of shares. The rates of dividend vary with the availability of profit in case of ordinary shares only. This ratio shows that the both the Net profit and Total Assets has improved together in 2008 than 2007.7193 30.76873% 2.94631% 1. Thus ordinary shareholders are more interested in the profitability of the company. Bank should have to continue its policies. The higher the 58 . Return of equity of HBL is showing a increasing trend. It shows that organization has implemented policies in better way to finance assets through shareholder‟s equity.95%. This ratio for bank is unfavorable because more assets are financed through debts in 2008 (60%) as compared to 2007 (55%) assets.56659 0.060092% 0. In real sense ordinary shareholders are the real owners of the company.6021 94.
and ratio analysis tell us about the current financial position of HBL. This ratio shows position of equity in total assets of business. So this ratio is unfavorable As deposits show an increase. This trend is observed due to increase in Net profit but on the other hand the expenses decreases which shows an efficient management. weaknesses. It is also important ratio for a bank as all the bank profits are mostly based on loans and deposits. Bank is now providing the advances and loans to more customers as compared to previous year. It is showing a decreasing trend so an unfavorable situation for bank.opprotunities and threats which I consider are present in this dynamic environment. Since there is an increasing trend of equity but deposits increased with decreasing rate. the advances also increased. But the deposits showed an increase in a decreasing trend. This shows an increase in area of activity of bank.share of the debt lesser will be the secure financial position. which is a positive sign. Summary In chapter 5 I have summarized the SWOT analysis of HBL and ratio analysis’ have tried to discuss all those strengths. Book value per share is a relationship between network of business and no of ordinary share of business. 59 . Net profit Ratio is giving upward trend in 2008. The ratio is decreasing in 2008 was compared to 2007.
More power to the branches should be allocated 9. 6. qualified and energetic staff. 10. There should be specific procedure for account closing and the record should be maintained. as customer is the most important person for any bank. furniture and staff dressing should be according to the modern banking style. 60 . equipment. I suggest that in order to deal with women there should be a Lady Officer or Lady Clerk in the bank and there should be a separate cabin for them 3. Special attention should be given to the behavior of the employees towards the customers. Bank should give interest free loan to students for the betterment of society. Cheque book must be taken back for avoiding future inconveniences 7. Working environment. which will enable the bank to compete with other banks more effectively & efficiently 1. I suggest that number of staff members in the branch should be increased so that they can meet their customers‟ requirements quickly and efficiently 2. Old and lazy staff should be replaced by young. 8. Recruitments should be strictly on merit basis and induction should be after proper and extensive training 4.Recommendation Here I am giving some suggestions. 5. Reference system should be eliminated and management should strictly order to the employees and in charge officers to provide complete training to those internees also who don’t have any reference.
11. There should be the facility of clean drinking water at the ground floor. 12. Staff should be provided with separate USB`s to each one to handle his data. 61 .
pk www.habibbankltd.deakin.com/about-us-news.com/glossary/ http://www.com Negotitble instrument Act . Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr. 1866. 1962. Societies Registration Act. Asghar Abbas Bukhari) Operational Manager (Mr.edu. 1984 . HBL Corporate profile 2008 HBL Annual Report 2008 Daily times articles Interviews from: Branch Manager (Mr.org/wiki/Customer satisfaction qualityisoexpert.wikipedia.DAWN. Khalid Farooq Butt) 62 .com www.References/Bibliography: en.com.hbl. Companies Ordinance.php#32 www. Banking Ordinance.KSE.au/ www. Analysis of Financial Statements by George foster.
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