INTERNSHIP REPORT ON HABIB BANK LlMlTED

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_________________

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Internship Certificate

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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.

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I am humbly thankful to all the employees of HBL. I wish to say thanks to my parents to support me and encourage me at every step. is very much helpful for me because. They were always there to encourage me and they were really cooperative to guide me the mechanism of all departments in which I worked. I am also grateful to the department of administrative Sciences who gave us an opportunity of internship to enhance our capabilities. Wazirabad. Kutchery Chowk. In addition. 4 .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. This internship programmed. The behavior of all the department supervisors was very good to me. I have learnt a lot by applying theoretical knowledge in practical field. who guided me during the course of internship.

0 2.4 Introduction Over all respective sectors in Pakistan Role of organization in Pakistan Organization structure Over all Functions of organization in Pakistan Summary Chapter 3 3.2 1.3 1.Table of Contents Serial No.2 2.0 3.1 2.2 Introduction Brief history of organization Relationship of head office to the branch 5 Heading Page number 1 2 3 4 5 6 7 .1.5 Introduction Background of study Purpose Scope Objective Methodology Summary Chapter 2 2.1 1.4 1.0 1. (i) (ii) (iii) (iv) (v) (vi) (vii) Title Submission page Signature page Internship letter Executive summary Acknowledgement Table of contents Chapter 1 1.1 3.3 2.

2.3.3.3.2.4 3.2.6 3.2.3.2.7 3.2 3.2 SWOT analysis Ratio analysis Ratio analysis(Table) Summary (viii) (ix) Recommendation References and Bibliography 6 .2 Introduction Policies Successes Summary Chapter 5 Introduction 5.1.4 Training received by no.4 3.4 3.2.1 3.3 3.0 4.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 4.3 3.1 4.1 No of departments Offices Current staff Current staff of branch according to qualification and experience 3.2 3.1.3 3.1 5.3.2 3.2.3 3.5 3.

CHAPTER 1 7 .

1. Management style of HBL is somewhat participative and its culture is friendly and cooperative. profile and its financial analysis. an Internship is thought of as a program which "bridges the gap" between the academic environment and a future work environment. SWOT analysis is conducted so that I may able to give an authenticated approach to problems and Dilemmas faced by the Branch.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.1.0 Introduction The core objective of preparing this report is to express my learning During the 6 weeks period of internship. 1. This is the mirror of my practical exposure that is originated through time spent in “Habib Bank Limited”. I have learnt a lot of different fields. The report is about HBL its departments. 8 . Then I conducted analysis for problem identification and also gave some recommendations to eliminate these problems and finally I concluded this report. and organizational behavior in real world phenomenon which gave me practical knowledge of what I have studied theoretically in MBA. To acquire good work habits. In the report. Students that participate in an Internship are generally more confident and more qualified when seeking future employment.1 Background of study In general.

I have developed my socializing skills with organizational personnel. Mainly My objectives toward internship program are to broaden my horizon by applying my accumulated knowledge and skills in accomplishing my tasks.4 Objective Discuss thorough study of Habib bank limited To test my aptitude for a particular career before permanent commitments are made.1. The biggest source of information is my personal observation while working with staff and having discussion with them. I can say that internship gained my experience and is a firm step for my future career. 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 can observe my strength and weakness while working.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. (i)Primary data: Personal observation Interviews of staff 9 . Importantly. When entering in the real working environment. Also. 1.3 Scope As an internee of HBL the focus of my study was on general banking procedures in one of the branches of HBL.

10 . background of study. purpose.(ii)Secondary data: Manuals Journals Magazine Annual reports Internet Summary Chapter 1 was an introductory chapter that discussed the introduction of study. scope and objective of the study.

CHAPTER 2 11 .

C. The priests in Greece used to keep money and valuables of people in temples. about its history in Pakisatn. The banks now not only make short term loans to the formers. The origin of banking is also traced to early goldsmiths. types and brief details of HBL. According to Dr. The basic reason is that banks perform not just one but many types of functions originally.2. but also invest in a wide variety of long term earning assets. What is bank? The term bank is being used for a long time yet it has no precise definition. traders. The banks were supposed to make short term loans to traders only. 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. issue guaranties and indemnities underwrite and sell new securities and deal in foreign exchange etc. 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. He is an intermediate party between the borrower and lender. Commercial banks also undertake and execute trust. Following are some definitions from different authors. industrialists etc.0 Introduction In this chapter I will throw light on the bank. They used to keep strong safes for 12 . “A banker is a dealer in capital or more properly a dealer in money. This history of banking is traced to as early as 2000 B. Banking industry acts as life blood of modern trade and commerce acting as a bridge to provide a major source of financial intermediation. deal in stocks shares and debentures.

This proved quite a profitable business for goldsmiths. The goldsmiths soon discovered that most of the money deposited with them was lying idle. They thought it profitable to lend at least some of the money deposited with them to the needy persons. These receipts were the earlier bank notes. At the same time. then the receipts were drawn in such a way that it entitled any holder to claim the specified amount of money from 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 goldsmiths used to issue receipts for the money deposited with them.storing the money and valuables. The persons who had surplus money found it safe and convenient of deposit their valuables with them. They instead of charging safe keeping charges from the depositors began to give them interest on the money deposited with them. thus. they found that they were being constantly requested for loan on good security. The second stage in the development of banking thus was the issue of bank notes. This was the third stage in the development of banking. The first stage in the development of modern banking. Types of Banks 13 . 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. was accepting of deposits of cash from those persons who had surplus money with them. When it was found that these receipts were fully accepted in payment of debts.

880 million whereas the advances were Rs. There is done reasonable growth in deposits from the establishment of Pakistan.198 million. The private sector has accepted the challenge and most of the banks are privatized today. total number of banks in Pakistan were 38 out of these the commercial banks in Pakistan were 2. It was decided that the Reserve bank of India should continue to function in the dominion of Pakistan until September 30. 1973. there were 14 Pakistan commercial banks that functioned all over the country and in some foreign countries through a network of branches. The numbers of branches have increased appreciably and there now a branch of bank is for every 3000 heads of population approximately. Bank employees and other common peoples can also purchase these shares and earn profit. Commercial banking 14 . All these commercial banks were nationalized in January 1. The total deposits in Pakistani banks stood at Rs. 1947 and August 15. The Government of Pakistan in the late 90‟s introducing the need for the privatization of state owned banks and companies.2. 1949 was fixed as the date on which independence was to take effect. The Governor General of Pakistan. 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. Muhammad Ali Jinnah issued the order for the establishment of State Bank of Pakistan on 1st of July 1948. 1948 due to administrative and technical difficulties involved in immediately establishing and operating a Central Bank. The network of bank branches now covers a very large segment of national economy. Up to December 31. which were Habib Bank Limited and Australia Bank of India. The State Bank of Pakistan issues the shares of these periodically. At the time of partition. 1974.1 Over all respective sector in pakistan The partition plan was announced on June 3.

it strives to embody its brand personality: honest. HBL has grown its branch network and became the largest private sector bank with over 1. HBL focuses on trade finance and remittances for South Asian Diaspora in addition to basic banking facilities. The Bank is expanding its presence in principal international markets including UK. South and Central Asia. and inclusive. Over the years.2 Role of HBL in Pakistan HBL was the first commercial bank to be established in Pakistan in 1947. These branches perform their functions under the supervision of local principal offices 15 .Today. 2. there are more than 7000 branches of commercial banks along with an established network of supplementary financial institutions. In UK and GCC. UAE. As it continues to grow. Key areas of operations encompass product offerings and services in Retail Banking. Nigeria. both locally and abroad. HBL is also the largest domestic multinational. HBL has always been a bank and a brand for the masses. with a history that is inextricably linked with the history of Pakistan itself. Branches: HBL carries on its business through a wide network of branches. Africa and the Far East. All this development in the banking sector is the result of untiring efforts of four decades. HBL is currently rated AA+ (Long term) and A1+ (Short term) by JCR-VIS. HBL has the largest Corporate Banking portfolio in Pakistan with an active Investment Banking arm. approachable. With a presence in 40 countries. SME and Agriculture lending programs and banking services are offered in urban and rural centers.468 branches across the country and a customer base exceeding five million relationships. subsidiaries in Hong Kong and UK. in Pakistan. Kenya and Kyrgyzstan and representative offices in Iran and China. affiliates in Nepal.

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. HBL first international branch was established in Colombo. Netherlands. HBL established operations in Pakistan in 1947 and moved its head office to Karachi. With a domestic market share of over 40%. china & Hong Kong. International operations were expanded including USA.5 million. Sri Lanka in 1951 and HABIB BANK PLAZA was built in 1972 to commemorate the bank’s 25th anniversary. At an early stage.and head office in Karachi. It was the first Muslim Bank of the sub-continent. Belgium. It was HBL that introduced products such as Credit 16 . Ismail Habib (Late) on August 25. 1942 at Bombay. It was established with a paid up capital of Rs. the number of its branches was only 12. Seychelles Maldives. 2. History of HBL Habib Bank Limited was established by Mr. Oman. Singapore. The bank has over 1468 branches in Pakistan in 216 cities and 40 overseas branches. France. Mauritius. traders and farmers. with ATM Facility in more than 80 cities.

Share capital: Issued Capital The bank was setup with an issued capital of Rs.Cards. is the proud symbol of HBL‟s leadership in Pakistan‟s corporate arena. 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.   To provide employment opportunities to people To help in development and industrialization of the country 17 . providing its customers convenience and satisfaction all over the world.1.5 million.. Travelers Cheques. Today. the 1 Habib Bank Limited tallest building in Pakistan. Habib Bank is truly the bank of the people.615 million*10) Objectives: Following are some main objective of HBL   To earn profit for the Bank itself and maximize its shareholder‟s value. Habib Bank Plaza. Subscribed. ATMs. and Paid-up Capital Issued. Authorized Capital Authorized capital of HBL in 13800 million rupees Issued. etc. to the Pakistani market. Habib Bank caters to the needs of millions with quality products & services. subscribed and paid-up capital in year (6942. . including ethical handling of actual or apparent conflicts of interest between personal and professional relationship.

brand name THE POWER TO LEAD ……. Brand 18 . management control was handed over to AKFED.This symbol depicts: Bismillah …….. Sword under Bismillah And then lion under sword .. including the Chairman and President/CEO and three Government of Pakistan nominees. Strength HBL ……. The Board of Directors was reconstituted to have four AKFED nominees.. 2004.Symbol of HBL This symbol of HBL contains Bismillah at top. On February 26. against an investment of PKR 22.409 billion (USD 389 million). Islamic values and culture Sword……power Lion…….logo Privatization of HBL On December 29. 2003 Pakistan's Privatization Commission announced that the Government of Pakistan had formally granted the Aga Khan Fund for Economic Development (AKFED) rights to 51% of shareholding in HBL.

Our customers . Integrity we are the leading bank in Pakistan and our success depends upon trust. mission and is supported by our values. Only through being the very best. our staff excel and to create value for shareholders. giving our customers an abundance of choice. 19 .and society in general . Core values HBL is firmly grounded with a corporate philosophy that incorporates five solid values which each individual associated with the bank abides by. our products and premises. Excellence This is at the core of everything we do. can we hope to be successful and grow.expect us to possess and steadfastly adhere to high moral principles and professional standards. in terms of service we offer. Vision Enabling people to advance with confidence and success.Our brand identity is the outward expression of what we stand for as an organization. This is summarized in our vision. Mission Statement To make our customers prosper. The markets in which we operate are becoming increasingly competitive.

and communication of these decisions. 2. which are related to decision-making. Meritocracy We believe in giving opportunities and advantages to our employees on the basis of their ability. These activities must be well coordinated so that the goals of the organization are achieved successfully. innovative new products and processes. Chairman Board of director President Country heads 20 . 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. We always strive to put the satisfaction of our customers first. The operation of an organization involves a number of activities.3 Organization structure Any organization needs a structure.Customer Focus We understand fully the needs of our customers and adapt our products and services to meet these. which provides a framework for successful operations. and a spirit of enterprise.

The president and Executives Committee look after the affairs of the Bank. 2. President.Area heads(regional manager) Branch manager A chart defines the line of authority in an organization and its departmentation. At present the Bank operates through one central and 23 Regional Offices and 1439 branches. Each Regional Head Quarter is headed by a Chief Executive and assisted by General Manager Operations and General Manager Support Services. 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.4 Over all functions of HBL in Pakistan Individual customers HBL caters to all market segments. all over Pakistan. Financial Institutions and Project Finance. We remain resolute in our commitment to provide products that are competitive and services that are exemplary. It specifies the duties and responsibilities of the personnel of the organization. from Head Office at Karachi controls the officers of the Bank with the help of the senior management. offering products that are as diverse as the people we service. two affiliates. Overseas operations consist of 65 main branches. Audit and Administration Group5) Assets Remedial Management Group6) Credit Policy Group7) Corporate Bank. The Regional Head Quarter controls the branches in their area. It is a sort of visual presentation of the organizational structure. two representative offices and two subsidiaries. Whether establishing a new 21 .

10. IV. III. our team understands your banking needs and works closely with you to realize your goals. Foreign currency accounts: Offered in multiple currencies with interest paid on a quarterly basis. Current accounts: Our Current Accounts offer features that meet your daily banking needs. HBL provides the following products and services to meet its individual customer requirements: I. II.venture or expanding an existing business.000. V. Debit card: 22 . Saving accounts: HBL‟s Saving Accounts cater to individual saving habits. Term accounts: Offered in a variety of tenors with deposits as low as Rs.

No Liability 4. 2. 1. Global Customer Assistance Service VI. International Recognition& Acceptability S 5. 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.HBL Visa Debit Card allows you to pay for your purchases directly from your bank account. Bank insurance: HBL and New Jubilee Life Insurance Company Limited introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). Free Account Statement 7. No Interest 2. Ease & Security 3. 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. Tabeer (Child Education and marriage plan) 23 . The plan covers life insurance and gives attractive returns on investment to its customers. Features 1. 24 hour Customer Service 8. pending Limits 6. These products have been designed keeping HBL`s customer base as the focus and will provide life insurance along with an investment option.

I. we have a range of solutions designed to help you with your banking needs. VII. If you are a corporate customer. Plans are available for both under and over 45 years of age. b. A long history of financing and nurturing relationships in Pakistan has given HBL a unique insight. 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. Whether establishing a new venture or expanding 24 . Your query will be resolved in a single telephone call from anywhere and at anytime. Our RMs has the expertise you need to create tailored financial solutions catering to the specific requirements of your business. Business Customers: HBL offers a wide range of products and services for its business customers. You can now call HBL Phone Banking and save a trip to the branch.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. enabling us to provide timely and effective financial solutions for our customers to meet the growing challenges of a global economy.

Faisalabad. Lahore.an existing business. Investment banking: 25 . II. Each unit is dedicated to service business clusters located within these cities. 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. Our business units are located in Karachi. For customers with an annual turnover between PKR 50 million to PKR 300 million. our Commercial Banking group provides a wide range of products that meet specific customer needs. Gujranwala and Peshawar. the business-banking group is segregated by the size of the customer. We cater to the needs of a broad spectrum of clients. To do this. Commercial banking: HBL‟s Commercial Banking Group targets medium sized companies with a turnover of at least PKR 50 million. We have the ability and the resources to meet the needs of your business with our proactive. our team understands your banking needs and works closely with you to realize your goals. Sialkot. responsive and experienced Relationship Managers who are committed to understanding your business.

Cash management: HBL offers a comprehensive platform for customers to avail Cash Management Services throughout Pakistan. IV. Debt Capital Markets & Syndications areas and Equity Capital Markets & Advisory. The Investment Banking Group functions in three specialist business    Project Finance. 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. thereby making it cost efficient Features:     Centralized Collections / Funds Transfer Centralized Payments / Disbursements Customized MIS Reporting Centralized Customer Support through IT/Operations 26 . plants and machinery to meet long-term customer resource requirements. This is a testament to out-of-box thinking and innovative products we bring to our customers. Murabaha (local & import) facilities are provided to meet the short-term financial needs of mid-market and corporate customers. Islamic Banking provides Ijarah (leasing) for vehicles. This year alone. Islamic banking: Islamic Banking is a growing market segment that offers attractive opportunities to potential and existing customers. At HBL. HBL‟s Islamic Banking products are fully Shariah compliant and duly certified by independent Shariah Advisors V.HBL offers full-service Investment Banking capabilities to its clientele. Islamic Banking offers Shariah compliant products and services to meet the short and long term requirements of business and trade.

We have the largest private bank portfolio in the country with over PKR 18 billion in various agriculture sectors. 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. 27 . A Wholly own subsidiary of Habib Bank Ltd. E-banking: HBL is also providing unique and latest online services like online fund transfer. VII. balance checking to its customers. HBL‟s presence in all agriculture belts of the country ensures easy access to farmers in rural areas. Carry out through investigation about the client. 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.VI. 2006. Asset management: HBL Asset Management Limited. Rural finance: HBL‟s Agriculture loans are spread across the country and provide financing through over 800 branches. was incorporated on 17 February. The credit department has to:   Visit their clients.

Arrange the credit approval from the State Bank. mission. vision. Report the SBP about the credit status. Organization structure. brand. products/services of bank. Charge mark up from the client account Summary This chapter concludes what is bank? The brief history of banking. evolution of banking types of banks. Calculate client mark up. core values. 28 . history of HBL in Pakistan. introduction of HBL in Pakistan.     Check the credit status of the client with other banks.

CHAPTER 3 29 .

1) Computer Department 2) Credit department 3) Foreign exchange department 4) Operations department 30 . Then these policies are conveyed to regional heads and branch heads. All routine matters are decided at branch level by the manager of branch with permission of him.offices.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.Organization Introduction This chapter is all about organization in which I worked. it tells us about brief history of HBL in wazirabad.1.noe it has also its branches in Dhaunkal and Rasool Nagar. Wazirabad.3 Number of departments There are various departments on which day to day banking of HBL composes to satisfy customers. staff. critical analysis of branch and its performances.departments. it has gone through many hardships that’s why able to be reached at this position.it developed by leaps and bounds and now the largest commercial bank of city. 3. You can say that it is a centralized decision making style. All the surrounding rural areas were facilitated by it. it can be said a decentralized decision making style 3. it was the 2nd bank established in Wazirabad. Its relationship with headoffice. 3. here are banking department`s functioning in HBL Kutchery chowk. If any problem or matter is beyond limits then it is referred to regional headquarter.1 Brief history of organization In wazirabad HBL was formed on 31st march 1970.1.

Credit Department: For one week I was sent to credit department but I spent a single day there. It is accepted over 29 million merchants worldwide.” Following are some services of Credit department: I. The main functions performed by this department are: 1. Computer Department The objective of this department is to facilitate customers in payment of their cheques. Deduction from balance on clearing cheques. Comparing signature 8. 3. Communication through E-mail etc… b. 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. Maintain a record of transaction history of accounts 9. 2. Receipt of utility bills 6. Although in credit department there was lot more to learn but to my hard luck the in charge of credit department was not cooperative. Deduction of charges for services provided 5. Online transfer of remittances 7. Issuing bank statements. Checking balance. Because I believe: “A problem is a chance for you to do your best.5) lockers a. I tried my own and got following information. However. On my first day in credit department I was keen to know what the procedure to sanction credit is. 4. HBL credit card: With the help of HBL Credit Card customer enters to a world of convenience and flexibility. HBL Credit card 31 .

Free Account Statement 5. HBL debit card HBL Visa Debit Card allows a card holder to pay for his purchases directly from his bank account. Benefits 1. Cash advance 4. it is becoming increasingly difficult to make expensive purchases or meet unexpected expenses. International Recognition & Acceptability 6. HBL is helping customer finance them with Habib Bank personal Loans (old name flexi loan). 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. Security 6. pay later 2. Customer may avail a personal loan of up to SIX TIMES of his net take-home salary subject 32 .makes shopping fun and paying simple. Pay as much as customer wants 3. Ease & Security 3. No Liability III. Convenience II. Benefits 1. HBL personal loan With the rising cost of living. So makes most of your shopping experience. Buy now. No Interest 2. Spending Limits 4. Balance transfer facility 5.

Repayment through easy and affordable monthly installments 6. 15000 9. No processing fee 3. You determine the need. Flexible tenure: 12. No salary limit for existing customer 33 . 4.000/. Repayment through easy and affordable monthly installments from salary. Credit Life & Disability Insurance 5. we help you finance 7. 8. 36. Minimum salary Rs. Option of add up replacement for existing customer.300. Features 1.to a maximum of Rs. 24.48 or 60 months 2.provided he work for an organization approved by HBL.

It is more important in case of developing countries. HBL Bank insurance: HBL and New Jubilee Life Insurance Company Limited (NJLI) introduce Amaan (Retirement Plan) and Tabeer (Child Education & Marriage). These products have been designed keeping HBL‟s customer base as the focus and will provide life insurance along with an investment option. 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. Bills Clearing Department I. pesticides. enhancing agricultural harvest and.IV. economic output of the country. It is need of time. fertilizers. What is clearing? “A system by which banks exchange cheques and other negotiable instruments drawn 34 . HBL Zarai banking HBL Zarai Banking facilities are spread across the country and provide financing through more than 800 of their branches. c. that a country should conserve its foreign exchange resource d. agricultural implements and non-farm setups through its various product programs. V. HBL Zarai Banking provides loans to small-scale land owning farmers as well as large institutionalized and alliance based finance. Products HBL Zarai Banking enables farmers to invest in premier quality seeds. in turn. HBL‟s presence in all agriculture belts of the country ensures easy access to farmers in rural areas.

sometimes accountholder of HBL presents a cheque that is drawn on a person (who has an account in HBL) instead of the bank. It is responsible for the establishment and management of automated 35 . Similarly each bank receives cheques from other banks. 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.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. Cheques are collected which are drawn up to Banks for customers. 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.” Clearing in HBL By clearing means. Different banks are the members of this clearing house. Every Bank performs the paying and receiving functions. In this case. 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. 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. II. 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 Institutional Facilitation Technologies (Pvt. III. was incorporated in September 1995 as a joint venture between a consortium of six major banks and private sector.) Ltd.

NIFT deals directly with every branch in 20 major cities and adjoining 164 commercial and industrial towns. Person of NIFT daily comes in the bank for taking cheques of same day clearing.clearinghouse facilities in Pakistan. Same day Clearing In same day clearing. Intercity Clearing Intercity clearing means the cheques which are drawn on the branches of some other banks from outside the city. 2. 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. Local Clearing LOCAL clearing means the cheques which are drawn on the branches of some other banks of the same city. V. this cheque is sent to NIFT on same day. There are more than 20 NIFT centers in Pakistan including Gujranwala. In HBL Kutchery chowk all the cheques that come from outside the Gujranwala region are to be considered as intercity clearing. In HBL Kutchery chowk all the cheques that come from Gujranwala region are to be considered as Local clearing. 3. NIFT is proactively involved in the modernization of payment systems in Pakistan. clearing cheque comes in bank in same day and after entries of this cheque. But payment of these 36 . There are following types of clearing: 1. More than 5571 bank branches avail NIFT services.

cheques is cleared on next day. Following four types of parties are involved in remittance procedure: 1. Issuing bank 2. Basically these are local cheques that are cleared same day to provide benefit to customers. Remittee 37 . Remitter 4. e. Paying bank 3. It is form of income for bank because a fix amount of money income is charged from the customer. 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.

either accountholder or nonaccountholder. 38 . It may be located in different city or country. Kinds of remittances Some of the kinds of remittance are following: 1. He comes to the branch and asks for remittance to be made. Paying bank makes the payment. Transfer from one branch to another branch (Inland remittance) 3. Remitter is the person who requests for remittance. Transfer from one bank to another bank within same city (inside locality) 4.Issuing Bank The bank that affects or sends the remittance through SWIFT (Society for Worldwide Interbank Financial Telecommunication). Banker‟s cheque or local funds transfer through mail transfer etc. Transfer within branch (Inland remittance) 2. Remittee This is the person for whom remittance is made. He deposits the money to be remitted and pays commission for this service. Remittee is also called payee or beneficiary. i. Transfer of funds intercity (outside locality) 5. Paying Bank This is the bank on which instrument is drawn. Transfer of funds from one country to other country.

Asghar Abbas Bukhari) Operational manager (Mr.Zaheer) (M.1. 3. Nadeem)      Tea boy Guard (M.2 Current staff A detail about the current staff is as follows.3. Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr. Khalid Farooq Butt Cash Officer (Mr.Arshad) (Shaista Butt) (Mr. Arshad) (Raja Fayyaz Ahmad) (Shahzad) 39 . M.      Branch Manager (Mr.4 Offices There is only one branch of HBL in wazirabad which is at the central location of city at katchery chowk.

3.as from the table we can analyse that experience as well as education is the key to success in HBL.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. their qualification and experience.2. 40 .

2.m.sometimes the staff of the bank has to stay there in the bank till 8 to 9 pm for setting and compiling their work. to provide customer services. So we can say that HBL provides better training to the fresh graduates to enhance their skills knowledge and abilities in practical world. that is really a tough and hectic timing of a job. car fuel.5 Promotion system The process of promotion at HBL is low.3.salaries. however manager `s salary was Rs 70.6 Incentives and motivation The salaries.2 Training received by no. if an employee has a “C” grade he is not applicable for the promotion interview. 3.2.bonuses. bonuses and incentives on the basis of jobs and performances according to performance and experience. 3.7 Responsibilities and duties performed 41 .2. It increases the burden on the employees and reduces their motivation 3.3 Workload The bank timing was 9 am to 5p.4 Salary structure Staff was not ready to disclose information about their salary. 3. after three years individual is eligible for promotion. however if the supervisor of an employee appraises him in grades it affects directly its salary and promotion.2. they did not provide me any information about the structure of salary.2. car.2.direct payment in form of wages.000 per month and operational manager`s salary was Rs 35000 per month. promotion is awarded on seniority and experience basis. There were three girls and one boy doing internship there.indirect payment is not related to cash payment like insurance. 3. of employees When I was doing internship at HBL kutchery chowk branch wazirabad.commissions. each employee on HBL gets incentives and compensation whether as direct payment or indirect financial payment. rewards..

At HBL all employees are encouraged to take full responsibility of actions and various job tasks. And perform their assigned duties 3. There are no rooms in the bank.1 Communication system Communication system in branch is sound. Responsible employees tend to be more motivated and focused on achieving organizational objectives.2 Hiring system Hiring system in bank is not proper. nepotism political pressure.Responsibility is the obligation to perform assigned activities. At the end of the working hours the employees are so exhausted that they are about to quarrel. finding connections and categorizing 3.3. but questioning. evaluating.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. Employees are recruited on the basis of favoritism. 3. cash officers report to operational manager and operational manager reports to the branch manager.3. there is a proper hierarchy in branch. only the manger and branch manager head of foreign exchange and head of credit department have the professional attitude.3 critical analysis of branch When we think critically we are being active. it is a self assumed commitment to handle a job to the best of one`s ability. Nevertheless separate 42 .4 Physical facilities The physical facilities provided to HBL are not enough to meet the needs of staff as well as the customers.3. head of foreign exchange and credit department are directly liable to the manager of the branch. Both the staff and unions try to hire their favorites 3. making judgments. we are not passively accepting everything we read and hear.

cabins are provided to branch manager and credit officer. 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. is a measure of how products and services supplied by a company meet customer expectation. a business term. 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. 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. 43 . 3. Their services are delayed often or staff becomes lazy to process their requirements. Staff does not have enough equipment to handle their data. However HBL is one of the oldest banks in city.4 Performance The results of activities of an organization or investment over a given period of time. A customer's perception of the degree to which their requirements have been fulfilled. More over at ground floor facility of drinking water is not available. At ground floor there are the air conditions but at 1st floor where those are needed most are not available. In terms quality (number of accounts) No.

Chapter 4 44 .

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. 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. 4. the publicity division of HBL is also leaves no stone unturned to render all possible assistance to the visiting dignitaries and delegations from abroad. Besides maintaining close relationship with the media. Human resource development. Information Technology.Introduction In this chapter policies of HBL . Traditionally. successes will be discussed general because I did not find any information about it in branch. 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 . HBL believes in serving the nation and building the country's economy on sound footings. Policies of HBL include social responsibility. the Habib Bank is pursuing the new avenues of leadership through innovation and automation in customer services. With a revamp customer oriented philosophy.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.strategies. it provides financial services to all segments of the national economy within and outside Pakistan.

cultural and sports events to generate healthy activities in the 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. As a result of concerted efforts the HBL has succeeded in making substantial increase in the import forward booking volume. 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. The brilliant performance shown by majority of the staff reflects the desired results of these efforts. Human resource development At every stage and level right from selection to advancement.country. These efforts have brought success stories to the credit of Habib Bank. In this direction. the public relation division sponsors various social. Most of the small local banks use HBL's rate sheet as their benchmark. It also registered an increase in export bill discounting volume. These efforts also enabled the bank to increase in monthly treasury profits that directly contribute towards the profitability of the bank. 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. human and religious values and traditions of our society. It also organizes religious programs to enhance social. 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. 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. 46 .

An uphill task. 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.2 successes Istanbul: On the occasion of the World Bank Annual Meetings 2009 currently underway in Istanbul. 47 . 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.T professionals has almost hit the goals set by the management and showing positive and encouraging results.stratgies of HBL are according to dynamic enviornment of world that’s why it has received remarkable success on national and international level. These awards were conferred on HBL in recognition of its achievements in product delivery and service quality in the markets it serves. it started in full swing and tempo which is unprecedented in the history of HBL. 4. Best Trade Finance Provider – Pakistan and Best Foreign Exchange Provider – Pakistan.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. 4. The team of I. the HBL has embarked upon an ambitious plan for automation to have competitive edge over competing banks. HBL was presented with 3 awards: Best Bank – Pakistan.4 summary All the policies.

Chapter 5

48

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.
49

Branch Details

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

50

Department Weeks Date Day Daily Work Weekly time table 51 .

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.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.

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. and threats. that if managers carefully review such strengths. 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. Imran Signature ------------- SWOT ANALYSIS SWOT analysis is based on assumption. a useful strategy for organizational success will become evident. the bank where the customers can safely keep their 53 .Supervisor Name: Mr. HBL is considered to be a very sound bank in the financial circles. weaknesses.

high people trust and profitable operation 3. I learnt a great deal about the banks Strengths. HBL has got a reliable and easy to use internal computer system. The analysis is as follows: 1. 24 hours cash access and safe payment products for high value transactions 5. 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. 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. HBL is the larger commercial bank in Pakistan with the network of over 1468 domestic and international branches 2. HBL has very good security system. HBL is market leader in introducing e-banking and has largest ATM network in country 54 . diversified product range and services suiting best to the wants and demands of the customers 6.money as long as they want. 7. Exploiting opportunities and strengths. Neutralizing its threats and 3. In SWOT analysis the best strategies accomplish in organization’s mission by: 1. 2. HBL has opened all its branches at commercial areas so that the customers or clients face no problems in reaching to the bank 4. Strengths While interning at HBL I was able to conduct a SWOT analysis of the organization. Avoiding its weaknesses . HBL focuses on consumer banking by lucrative schemes. Weaknesses. opportunities available in the future and the threats that are ever present in today’s competitive Banking Industry.

3. Due to seniority.10. II or III positions having hardly 55 . Excellent branches appearance gives an edge to HBL over other banks. Though HBL is the premier bank in Pakistan. HBL have strength that most of the imports & exports which are done around Wazirabad are handled by HBL Wazirabad Branch. they have moved up on the hierarchy line to Grade. 14. HBL was rated the best domestic bank for two consecutive years of 2000 and 2001 by Euro money. Its total assets are always less than NBP total assets. Remittance Department is working very efficiently in transferring funds of people due to this system. Weaknesses Even though the bank is making continuous efforts towards minimizing its weaknesses. a leading international publication and has gotten many other awards 11. yet the fact remains that it is not market leader as NBP.I. The branches are well furnished even in less developed areas where other banks‟ branches give a poor view 12. Staff here lacks managerial training as they are not properly educated. Highest number of branches effecting the proper maintenance and difficulty in providing same working environment at the each branch 2. 15. 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. During my internship period I came to know about following weaknesses in HBL: 1. Wide number of services provided to the customer at cash counter 13. there are still some areas that have to be improved to be able to compete in this industry.

Employees are constantly rotated from one job to another different one to give them the knowhow of other departments. This is a source of confusion for both the staff and the customers.Bachelor degrees. The lack of proper infrastructure in small branches is also a major weakness. 4. There are no entertainment facilities for waiting customers. newspapers etc… c. especially at token issuing counter and remittance department. This type of senior staff cannot apply the modern and innovative techniques of management in decision making. 7. Having a separate section for ladies will be more convenient and attractive. 4. I observed was charging of higher commissions and markup rates. These are the branches which are being visited by a large portion of customers. 6. Employees do not take care of the customers. provision of “Fast cash” facility can be an opportunity 3. In certain branches there is not even proper separation between departments to separate one department from another. The major weakness. The major opportunities are: 1. 5. magazines. Public respect is not very effective at HBL. 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. Nowadays internet banking system is growing quickly so HBL have opportunities to improve the standard and get the more share in the market. In the presence of a huge network of branches all over the country. 8. 56 . Huge untapped market potential in consumer banking 2.

Highly attractive and advance services by foreign banks to their customers 4. Threats HBL faces many threats as competitive pressures have escalated in this particular industry. Competent taskforce of some other banks is a threat because human resource is the most valuable asset. It can be an opportunity for HBL to enter into agreement with other banks to use each other’s ATM. Day to day changing global technology 2. Shortage of trained and specialized staff at lower executive and officer levels 3. This facility has still not been started for customers in Pakistan. There are also some threats that HBL faces apart from competitive pressures. Large corporate customers can log into the bank's database and have access to their accounts/transactions from their business houses. Political and economic instability can be a threat 57 . d. Providing lower markup rates. Customer feedback on different products can really improves the bank performance. All these are discussed: 1. 7.5. HBL can lure more customers to increase its income 6. No bank in Pakistan is offering this service currently. 5. So an opportunity exists for Habib bank to differentiate. ATM can also be used to deposit cheques and cash into the accounts. resulting in an increased convenience to customers of HBL and other banks 9. 8. So HBL can focus on that.

76873% 2. The rates of dividend vary with the availability of profit in case of ordinary shares only.50% 7.5522 91. It shows that organization has implemented policies in better way to finance assets through shareholder‟s equity.099192 20. It shows that how much investor is earning. In year 2007 the return on equity of HBL is 15.060092% 0. in year 2008 it is 20. This ratio for bank is unfavorable because more assets are financed through debts in 2008 (60%) as compared to 2007 (55%) assets.64845 0. In real sense ordinary shareholders are the real owners of the company.95%.32% 8. Thus ordinary shareholders are more interested in the profitability of the company.56659 0. Return on assets ratio shows an improving trend. Equity to assets ratio shows an improving trend. The earnings per share of HBL of year 2007 is 14. But net profit has increased more rapidly.40164 2008 20.7643 35.61455 rupees per share and in year 2008 it is 20. This ratio shows that the both the Net profit and Total Assets has improved together in 2008 than 2007.7193 30. It shows that how much company is earning with respect to number of ordinary shares.091385 14. This increase shows that company is utilizing its funds properly in relation to previous year. Advances to total assets ratio shows how much assets are financed through debts.94631% 1. This ratio shows that equity and assets both have increased but with a decreasing trend. Bank should have to continue its policies. The higher the 58 .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.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. Return of equity of HBL is showing a increasing trend.457249% 0.57183 this increase is due to increase in profit but also there is increase in number of shares.61455 0.57183 .6021 94. The increasing debt ratio shows the increased share of debt in total assets as compared to owner‟s equity.77%.

which is a positive sign. Book value per share is a relationship between network of business and no of ordinary share of business. 59 . So this ratio is unfavorable As deposits show an increase. Bank is now providing the advances and loans to more customers as compared to previous year. Since there is an increasing trend of equity but deposits increased with decreasing rate.opprotunities and threats which I consider are present in this dynamic environment. the advances also increased. It is showing a decreasing trend so an unfavorable situation for bank. This trend is observed due to increase in Net profit but on the other hand the expenses decreases which shows an efficient management. The ratio is decreasing in 2008 was compared to 2007. weaknesses. It is also important ratio for a bank as all the bank profits are mostly based on loans and deposits. and ratio analysis tell us about the current financial position of HBL.share of the debt lesser will be the secure financial position. Summary In chapter 5 I have summarized the SWOT analysis of HBL and ratio analysis’ have tried to discuss all those strengths. Net profit Ratio is giving upward trend in 2008. This shows an increase in area of activity of bank. But the deposits showed an increase in a decreasing trend. This ratio shows position of equity in total assets of business.

Working environment. 60 .Recommendation Here I am giving some suggestions. qualified and energetic staff.  8. Old and lazy staff should be replaced by young. furniture and staff dressing should be according to the modern banking style.  10. Recruitments should be strictly on merit basis and induction should be after proper and extensive training  4.  6. equipment. which will enable the bank to compete with other banks more effectively & efficiently  1. There should be specific procedure for account closing and the record should be maintained. Special attention should be given to the behavior of the employees towards the customers. 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. as customer is the most important person for any bank. Bank should give interest free loan to students for the betterment of society. Cheque book must be taken back for avoiding future inconveniences  7. More power to the branches should be allocated  9.  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. 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.

61 . Staff should be provided with separate USB`s to each one to handle his data. There should be the facility of clean drinking water at the ground floor. 11.  12.

pk www. Societies Registration Act. 1962.edu.deakin.KSE. 1984 .hbl. Khalid Farooq Butt) 62 . Companies Ordinance. 1866. Banking Ordinance. HBL Corporate profile 2008 HBL Annual Report 2008 Daily times articles Interviews from: Branch Manager (Mr.wikipedia.php#32 www. Analysis of Financial Statements by George foster.com/glossary/ http://www.habibbankltd.References/Bibliography: en.au/ www.DAWN.com Negotitble instrument Act .com www.org/wiki/Customer satisfaction qualityisoexpert.com. Asghar Abbas Bukhari) Operational Manager (Mr.com/about-us-news. Abbas Butt) Clearing and Remittance Officer (Shaista Dar) Head Foreign Exchange (Mr.

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