INTERNSHIP REPORT

Submitted by:

Ume Habiba
MBFF13M-001

BBA Hons. (Finance)

NOON Business School

University of Sargodha
I

1
Internship Report

Contents
Executive Summary .................................................................................................................................... 3
Company Profile ......................................................................................................................................... 4
Brief overview of the organization ........................................................................................................... 5
Bank’s Principal Activities ....................................................................................................................... 6
Vision ........................................................................................................................................................ 6
Mission...................................................................................................................................................... 6
Core Values:.............................................................................................................................................. 6
Major Competitors .................................................................................................................................... 7
Number of employees ............................................................................................................................... 7
Main offices .............................................................................................................................................. 7
NBP Financial Performance ..................................................................................................................... 8
Branch Profile ............................................................................................................................................. 9
General Information of the Branch ........................................................................................................... 9
Branch Hierarchy .................................................................................................................................... 10
Overview of different departments of & working as internee .............................................................. 12
ACCOUNTS OPENING DEPARTMENT ............................................................................................. 12
REMITTANCE DEPARTMENT ........................................................................................................... 17
CLEARING DEPARTMENT................................................................................................................. 18
CASH DEPARTMENT .......................................................................................................................... 21
Learning and Accomplishment ................................................................................................................ 22
Suggestions and Recommendations for improvement in organization ................................................ 23
SWOT Analysis ......................................................................................................................................... 24

2
UOS
Internship Report

Executive Summary
Internship is very important for us, the students of management sciences. It does not
only provide us with the best opportunity to experience the rituals of corporate sector,
but also helps us to enhance our observation about how things move around us.
Spending a short period of 6 weeks with Pakistan’s one of the best known employer and
leading banks was a fantastic experience for me. I gained a handsome extent of
practical knowledge there. This all added a lot into my exposure and self-grooming.

To become successful in practical life, practical knowledge and experience is very much
important. Because course contents and lectures just give us theoretical concepts but
not practical knowledge. This is the basic reason why students of BBA are being given a
fair chance of getting practical knowledge and to complete the study process in a
meaningful way. This internship report is based on six week working and performance
in NATIONAL BANK OF PAKISTAN (NBP), Dheri Arain Branch. The thing that I learned
in the NBP is public dealing and day to day bank working.

This internship report discusses overview of NBP. It illustrates the history of NBP and
relevant information about the branch where I had worked. Practical working during
internship period in various banking departments is also discussed. In account opening
department, I learned about various types of accounts (Current, Savings and Term
deposit). In clearing department, I learned about different types of clearing. In
remittance department, I learned about different types of remittances. At the end,
Suggestions and Recommendations are discussed for further improvement in
organization.

3
UOS
Internship Report

Company Profile
National Bank of Pakistan (NBP) is a major Pakistani commercial bank with headquarters
in Karachi. Although state-owned, it operates as commercial bank, while still continuing to act as
trustee of public funds and as the agent to the State Bank of Pakistan in places where SBP does
not have a presence, as SBP is the major shareholder of NBP.
The bank provides both commercial and public sector banking services. It is a lead player in the
debt equity market, corporate investment banking, retail and consumer banking, agricultural
financing, treasury services. As of March 2017 it has 1,450 branches across Pakistan with assets
of approximately USD 17.2 billion.[3] The Bank also operates a network of 21 international
branches, 2 international Subsidiaries and 3 international Representative Offices. The Bank also
has presence in the UK through United National Bank Ltd (UNBL), a banking institution
incorporated in the UK
National Bank of Pakistan has developed a wide range of consumer products, to enhance
business and cater to the different segments of society and meet its social responsibilities. Some
schemes have been specifically designed for the low to middle income segments of the
population. It has implemented special credit schemes like small finance for agriculture, business
and industries, administrator to Qarz-e-Hasna loans to students, self-employment scheme for
unemployed persons, public transport scheme. The Bank has expanded its range of products and
services to include Shariah Compliant Islamic Banking products. It has also put in place
a remittance service for overseas Pakistanis to send their money back to Pakistan. Customer
Social Responsibility is a new department which provide Social services for Education, health
and women empowerment.

4
UOS
Internship Report

Brief overview of the organization

National Bank of Pakistan

Type Public Limited Company

Traded as KSE: NBP

Industry Banking Capital markets

Founded 1949, 70 years ago

Headquarters Karachi, Pakistan

President:
Key people
Mr. Arif Usmani (November 2018 – Current)

Products Loan, Credit Cards, Savings, Consumer Banking, etc.

Revenue Rs. 85.32 (billion) as of Dec 31,2017

Net income Rs 23.03 (billion) 2017

Total assets Rs. 2.37 (billion) 2017

5
UOS
Internship Report

Website www.nbp.com.pk

Bank’s Principal Activities

Banks’s principal activities are to provide lending, depository and related financial services.
Financial services include credit risk management, foreign trade, treasury, corporate and
merchant banking, retail banking, electronic banking, credit cards, marketing and customer
services.

Vision
“To be leading bank for partnering in financial growth innovation and services”

Mission
“To be a catalyst of economic growth, serving the nation through diversified product
offering, innovation, superior service quality, universal banking capabilities, multiple
delivery channels, investment in people and processes and work towards sustainable
higher returns for stakeholders.”

Core Values:
People – We will continue to value our people and will reward performance.
Service – Our main focus will be on providing superior service quality through
diversification and development.
Integrity – We will not compromise on integrity-zero tolerance for corruption and believe in
doing right things.
Respect - We respect our customers’ needs, beliefs and values, working towards their
benefits.

Excellence - We will continue to strive for excellence in all that we.

6
UOS
Internship Report

Major Competitors
 United Bank
 Allied Bank
 MCB Bank
 Habib Bank
 Bank Al habib
 Bank Alfalah
 Standarerd Charterted Bank
 Soneri Bank
 Faisal Bank

Number of employees
There are 1,450 branches working in all over the Pakistan. Now, there are 15,738 employees are
working in NBP and contributing their services for the growth of bank.

Main offices
There are five regional offices of NBP in Pakistan. These are in the following cities.

 Karachi (South and North)

 Islamabad
 Lahore
 Faisalabad
 Multan

7
UOS
Internship Report

NBP Financial Performance

Rupees in Billion 2017 2018 Growth %

Total Assets 2,505.3 2,798.6 12%

Deposits 1,727.1 2,011.4 16%

Advances-Net 856.9 1,059.5 24%

Investments-Net 1,296 1,284 0.9%

Capital & Reserves 175 207 18%

Profit Before Taxation 36.6 29.7 -19%

Profit After Taxation 23 20 -13%

Capital Adequacy Ratio --- Percent 15.95 16.35 ------

Earnings Per Share – Rupees 10.8 9.4 -13%

Return on Equity --- % 18.74 14.69 ------

Return on Asset --- % 1.05 .78 ------

Profit After Tax – % 11 15 ------

8
UOS
Internship Report

Branch Profile
General Information of the Branch

Bank Name DHERI ARAIN BRANCH

Address

Branch Code 1753

Date of Opening

Area Office

Region

No of Employees

Telephone No. 0544-786077

Email manager1753@nbp.com.pk

9
UOS
Internship Report

Branch Hierarchy

Branch
Manager

Relationship
Operation
Manager
Manager

Counter Account Operation Business

Service Opening Officer Teller Development
Officer Officer Officer

 A bank branch manager is someone who is responsible for the operation, administration,
marketing, training, lending and security of a local bank branch.

10
UOS
Internship Report

 Bank operations managers are responsible for maintaining the overall operation of
a bank. They are generally expected to oversee training of employees, monitor staff,
schedule staff and ensure that employees follow the standards and procedures of the
institution.
 A Relationship Manager is required to interact with customers for most part of his/her
day and so good communication and presentation skills are a prerequisite for the job. The
job also requires thorough financial and sector knowledge in order to provide sound and
reliable advice to clients. The major skills and competencies that employers look for are:
 Excellent communication and listening skills
 Confidence and Presentation skills
 Understanding and interest in financial / banking products and markets
 Ability to analyze and research information
 Ability to explain complex information clearly and simply
 Good sales and negotiation skills
 The primary role of a Counter Service Officer is to respond to a variety of
customer requests and inquiries via the telephone or in person over the counter. The
range of inquiries and requests customer service officers may respond include inquiries
and requests on banking products and services such as savings, cheques, business and
loan accounts, telephone banking and internet services.
 An account opening Officer is responsible for the following duties:
 Receive and respond to customer service account inquiries on account balances,
transaction details, statements and fees and charges.
 Open new accounts/Closing accounts
 Alterations to existing savings and cheque accounts
 The Operations Officer is responsible for regularly supporting the Operational Manager;
ensures branch operational activities run smoothly and efficiently.
 Teller is responsible for accurately processing routine bank transactions at a bank. These
transactions include cashing cheques, depositing money, and collecting loan payments.

11
UOS
Internship Report

 The purpose of a business development officer according to the job description is to

develop business by being able to identify and build a rapport with potential clients and
to be able to close sales and contracts. They are responsible for developing the banking
business for the particular bank they are employed by. They have many duties in their
effort to grow the bank’s business.

Overview of different departments of

& working as internee
I started my 6 weeks’ internship on July 25, 2016 at NBP, Dheri branch. I worked in general
banking departments of NBP Commercial Bank that include the following:

 Account Opening
 Clearing
 Cash
 Remittances

ACCOUNTS OPENING DEPARTMENT

In accounts department, I learned about the procedure of account opening and account closing,
customer due diligence and different types of accounts. Account Opening Department performs
the following functions:

 Account opening
 Account closing

The fund deposited in the NBP bank is classified under the main heads:

 Current account
 Saving account


Account Opening Procedure

12
UOS
Internship Report

As soon as person opens an account with the bank, the banker customer relationship is
established. In such situation this is advisable the banker should not open new accounts of
unknown persons unless references regarding the integrity and responsibility of the purposed
persons are obtained from respectable parties. Failure to exercise this care may result in serious
consequences not only for the banker concerned but also for the other bankers and general
public. It is not sufficient to obtain the reference but its genuineness must also be verified.
Omission of this may have serious consequences.

KNOW YOUR CUSTOMERS

CUSTOMER DUE DILIGENCE

The objective of customer due diligence (CDD) is to have a fair idea about the identity, financial
resources, and general information about the customer at the time when the relationship between
customer and banker is established. A banker must have following information about the
customer:

 Customer name:

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

 Nature of business /profession: if customer is of salaried class, enter his employer

name. If the customer is a businessman, trader or sole proprietor, enters the business name, for
example “Jamil Traders”, etc. Also enter the customer‘s title/position and address of the
business/employer.

 Address:

Enter the complete business/residential address.

 Contact Numbers:

Enter home, official, mobile, fax number and e-mail address (if available). Banker can verify the
number by giving the customer a courtesy call or by sending him an e-mail.

 Special instructions:

13
UOS
Internship Report

Clear-cut special instructions must be obtained from customers. If the customer has not given
any special instruction specified column must be cancelled by drawing a line, as this column
must not be left blank in any circumstance.

 Existing/other bankers:

Almost most all the bankers usually have a banking relationship with another bank. In case of
customer who does not have an existing banking relationship, or does not want to disclose the
existing relationship, then it is strongly recommended that at least for some time this particular
account must be kept under observation.

ENHANCED DUE DILIGENCE

KYC is not a simple process. It also includes Enhanced due diligence (EDD) that is an ongoing
verification process. A banker needs to be alert when he observes unusual transactions in a
specific account.

Requirements of Opening an Account

Following things are needed for opening of account:

 Account opening form

 CNIC and NADRA verification
 Business/service proof
 Specimen Signature card
 Letter of kinship
 Letter of thanks
 Issuances of cheque book

First of all, Account opening officer fills an application form. Then he attaches the photocopy of
Customer identity card, Business Proof, NADRA verification and specimen signature cards after
taking two customer signatures on signatory card. Then an account number is allotted to
customer by entering in the account opening register after making initial deposit by pay-in slip.

Account opening form

14
UOS
Internship Report

Account opening form consist of

 Category of account

 Currency

 Title of account

 Account number

 Customer information

 Initial deposit

 Authorized person in case of customer death also known as, “Next of Kin”

CNIC and NADRA verification

Account Opening Officer get online NADRA Verification from NADRA website.

Business/Service Proof

Bank needs proof of customer occupation. For example, if a customer says that he is a govt.
teacher then customer has to provide his/her service card or salary slip. Bank takes documents
according to customer job

Specimen Signature card

Signature on specimen signature cards is used for signature verification. One SSC is send to the
head office and one is scanned by the branch for verification purpose. e.g.- To check Cheque
which have been signed with customer name.

Letter of kinship

In the letter of kinship, the customer authorizes the bank to pay the proceedings of his/her
PLS/Current foreign currency account to the related person by describing the relationship of the
person with the customer after the death of the customer

Letter of thanks

15
UOS
Internship Report

Completed form is send to the head office, if there is any mistake the head office show
discrepancy through E-mail. Then Letter of thanks is issued by the bank to the customer for two
purposes:

 1st purpose is to say thanks to the customer for opening the account in their bank

 2nd purpose is to confirm the address provided by the customer while opening the
account.

Issuance of cheque book

Cheque book is issued to the customer after sending the letter of thanks when the customer
comes with the letter of thanks and requests for the issuance of the Cheque book. A Cheque book
(usually having 25 leaves) is issued to the customer.

Updating Customer’s Record

In case of change in address, signature, or change in any other required document, the account
opening officer must update the customer’s account.

Closing of Account
The customer can close the account. The customer is required to submit an application for
closing the account. The account is closed out and the balance is paid to customer after
deducting the closing charges. The application is filed in account closing file. The account
opening officer gets an annexure approved by all the departments and then closes the account

Other reasons to close an account include the following:

 In case of death of customer, the account is closed.

 Account is closed due to bankruptcy of the account holder.
 Account is closed if account holder does not meet the minimum balance requirements.
 If account becomes dormant.


16
UOS
Internship Report

REMITTANCE DEPARTMENT
In remittance department, I learned about the documentation and issuance of Pay order and
Demand Draft. The need of remittance is commonly felt in commercial life particularly and in
everyday life generally. By providing fund transfer service to the customer, the bank earns a lot
of income in the form of service charges. This department deals with local currency remittance
i.e. remittance from one place to another without actually carrying the currency.

Inland Remittances
The term inland remittance means transfer of funds from one place to another within country
through the following:

1-Demand Draft (DDs)

2-Pay Order (PO)

PO and DD are safest mode of payments. Both are used for legal payments e.g. payment for
purchase of property. PO and DD cannot be dishonored because these are guaranteed by bank.

Demand Drafts (DD)

DD is a written order given by the branch of the bank on behalf of the customer to other branch
of the same bank to pay the certain amount to the customer. DD are issued for the particular
place other than place of issuance. DD are used for inter-city transfers. DD is transferable to
other persons. A draft is a Cheque drawn by a bank on its own branch at a different place
requesting it to pay on demand a specified amount of money which is already received to the
person named on it.

Pay Order
For this kind of remittance, the payer must have the account in the issuing bank. Pay order are
more liquid as compared to cheques because cheques may be dishonored while PO can’t be. It is
written order issued by the bank, drawn and payable on itself. It is used for local transfer of
money from one person to another person within the city. It is non-transferable instrument. It is

17
UOS
Internship Report

also used by the public for depositing money with Government or Semi Government department.
It is normally referred as banker's cheque.

Documentation required for DD and PO

A printed application form is provided for filling in completely and signing by the applicant.
After depositing an amount of draft and commission of the bank, duly completed and signed by
two authorized officers, then it is handed over the applicant and credit order is dispatched to
drawee branch.

Following information is required for the processing of Demand Draft and PO

 Applicants Detail (Name, Address, CNIC, Contact No, Account NO, Purpose of
Remittance, Amount)

 Beneficiary Details (Name, Complete Address, City, Country, CNIC, City in case of DD
only, Contact No, Account No.)

 Beneficiary’s Bank Details (Bank Name and Address, City, Swift Code)

CLEARING DEPARTMENT
I learned about the clearing process, role of NIFT in clearing process, and types of clearing.

Role of NIFT
All the external functions of clearing are carried by NIFT (National Institute of Facilitation
Technology). NIFT is providing tremendous facilitation having error rate of 0.3%. It is just like
any courier service which takes the cheques of other banks and delivers the cheques of that
branch to it. The bank collects cheques on behalf of its customer not drawn on itself. Clearing
house hand over these cheques to respective banks on which these cheques are drawn. Similarly,
each bank receives cheques from other banks if any.

The operation of clearing refers to the collection of cheques drawn on other banks. These
cheques may be drawn on UBL, HBL, NBP, or any other bank of Pakistan. Counter Service

18
UOS
Internship Report

Officer collects all cheques and enters them in clearing register. Then he affixes stamps on these
cheques and sorts out cheques of different banks and prepares schedule for them. These cheques
are then sent for clearing purpose. State Bank of Pakistan has extended the service of Clearing
House. NBP will receive all the cheques drawn by other banks. Finally, they exchange their
cheques mutuallty. NBP representative will give cheques of UBL, HBL, ABL, NBP to their
representatives, and get the cheques drawn on NBP from them.

NIFT-Rider
NIFT riders come in a bank (Branch) twice in a day for inward and outward clearing.

Types of Clearing
There are four types of clearing:-

a. Inward Clearing

b. Outward Clearing

c. Intercity Clearing

d. Same Day Clearing

Inward Clearing:
Cheques which are drawn on NBP, sent by other banks, constitute the inward clearing of
NBP. After having all the stamps and dates of cheques confirmed, the concerned drawer’s
accounts are debited.

Outward Clearing
When cheques and other negotiable instruments drawn upon other banks like BOP, BAL,
HBL are presented in NBP to deposit them in the respective payee’s accounts, these instruments
are lodged in outward clearing of NBP. Special crossing stamp is affixed across the face of the
instrument. Clearing stamp is also affixed on the face of the instruments. Then respective
Payee’s account is credited.

Inward cheques returned unpaid

19
UOS
Internship Report

These are the cheque returned unpaid by us in inward clearing due to some objections. Return
may be of any reason:

 Presentation Flaw e.g. Clearing stamp not affixed or wrong discharge given by collecting
banker.

 Defect in the Cheques i.e. Post-dated and mutilated cheques, unauthorized cutting and
material alteration, improper crossing and endorsement, etc.

 Insufficient Balance

Out ward cheques retained unpaid

These are the cheques retained unpaid to us which were lodged by other bank because of some
objection e.g. Insufficient balance. In case the cheque is returned because of wrong presentation
e.g. clearing stamp not affixed or wrong discharge given on the cheques etc. it should be
reloaded in the next day clearing after rectification of the mistake.

If the cheque is returned for any other reason then:

 Enter the cheques in cheques return register, mentioning the reason as appearing on the
cheques return memo received from the paying bank.

 Inform the customer about return.

 Return the cheque to the customer after getting sign on the register.

 Collect the cheque return charges as per S.O.C (Schedule of charges).

Intercity Clearing

In intercity clearing, the cheques presented for clearing purpose are of another city. Cheques
which are drawn on AKBL, sent by other banks from different cities, constitute the inward
clearing of AKBL. When cheques drawn upon other banks like BOP, BAL, NBP from one city
are presented in AKBL in different city to deposit them in the respective payee’s accounts, these
instruments are lodged in outward clearing of AKBL.

20
UOS
Internship Report

Same day clearing

Normal inward and outward clearing process takes one day. When presentation and clearing of a
cheque is carried out in the same day, it is called same day clearing. Cheques amounting Rs.100,
000 or more are cleared in the same day.

CASH DEPARTMENT
I was not given access to the cash department. But the respected manager told me about the
working of Cash Department. In cash department both deposits and withdrawals go side by side.
Cash Department performs two main functions:

 Cash Deposits
 Cash Payments

CASH DEPOSITS
Cash receiving officer receives cash along with pay-in slip from the customer. He checks if the
deposit slip is properly filled up containing title of account, account number, date and amount in
word and figures. He also verifies signature. Cash is received by the cash receiving officer, twice
counted and matched with the deposit slip. The cash details are written on the back of the deposit
slip and are also entered in cash receiving register. Cash received stamp is affixed on the face of
the deposit slip along with the signature of the cash receiving officer. Deposit slip and cash
receiving register is given to the officer in cash department. Again proper scrutiny is made by the
officer cash department both on cash receipt and cash receiving register. Officer cash department
signs both the deposit slip and register; Deposit slip is credited and posted in the concerned
account in the system.

PAYMENT OF CHEQUES
The customer or holder of the cheque presents it to branch. The cheque should be properly filled
in. Two signature of the holder are taken on the back of the cheque. Then cheque is handed over
to the officer cash department for scrutiny where officer checks the date, amount in words and

21
UOS
Internship Report

amount in figures, payee's name, crossing if any, account number, cheque serial number, any
material alterations, endorsements and signature of the customer. Account is debited and then the
officer cancels the cheque. It is posted in the system after posting stamp and number is affixed on
it. Cheque is handed over to the cash payment officer for payment and then cash is paid to the
payee. Cash paid stamp is affixed on the face of the cheque. Entry is passed in the cash payment
register.

A cheque is not paid at the counter of bank when it is:

 Post-dated Cheque (Bears future date)

 Mutilated Cheque (Wrong-out)
 Stale Cheque (After expiry of 6 months from the date of issue)
 Forged Cheque (Cheque that is issued by person other than drawer / depositor to deceive
someone)

Learning and Accomplishment

During my internship in NBP, I worked in Account Opening, Remittance, Clearing and Cash
Department. I successfully completed all the task/duties that were assigned to me.

The duties that I performed and the things I learned each day are given as follows:

 Learned about Account Closing Procedure.

 Learned basic function of remittance department.
 Learned purpose and types of remittance.
 Learned PO and DD issuance in detail.
 Learned the difference between PO and DD.
 Learned the function and working of clearing department.
 Learned the Role of NIFT in clearing process.
 Learned about types of clearing (inward, outward, intercity and same day clearing).

22
UOS
Internship Report

 Learned about different causes of inward and outward returns during clearing process.
 Learned the basic working of Cash department.
 Learned about the process of cash deposits and payment of cheques.
 Learned about the types of cheques that are not paid at the bank counter (Post-dated,
Mutilated, Stale and Forged Cheque).

Suggestions and Recommendations for

improvement in organization
 The sitting area of the customers should be enhanced so that they can find the proper
place to sit when they enter in the bank.
 Opportunities for on the job training should be increased in order to keep abreast of the
new development.
 Work should be clearly organized and properly coordinated according to the specialized
area.
 Decision making should not be centralized. All employees should take part in the
decision making process.
 Employees have to work long hours. Work life balance should be maintained.
 Schedule should be arranged for internees so that they know about their work time and
the work requirement.
 Good quality air conditioner should be installed.
 NBP should adopt appropriate strategies for promoting organization citizenship behavior
among its employees.
 Security system of the branch should be improved.
 Bank services in rural areas need to be improved.
 Employees are not well dressed that is the sign of weak culture. Organizational culture
should be improved. Working environment, equipment, interior designing and staff
dressing should be arranged in a way that convey the meaning of banking culture.

23
UOS
Internship Report

 Hiring should be strictly based on merit. Old and lazy staff should be replaced by young,
qualified and energetic staff.
 Advertising of the bank’s products should be improved.
 The promotion policy should be adjusted. Employees should be promoted fairly.
 Refresher Courses for the staff are most important in any organization. All the employees
should have these courses according to their requirement.
 Incentive system should be based on work performance.
 A separate ladies counter should be there.
 Staff turnover in our branch is high; there should be proper retention strategy.

SWOT Analysis
 Strengths
 2nd largest Bank of Pakistan in term of deposits
 NBP offering Customized Products and services aggressively better than its competitors
 Improved operational efficiency as to its past
 Courteous Customer service and fast delivery of online and offline services
 Marvelous Image and Reputation of the bank in the eyes of its customers
 Extensive Branch network
 NBP Product positioning is very effective
 NBP target the segment like salaried person, business people and self-employed person
 NBP product positioning affect the life style of the people as they help in improving
standard of living
 Stands in the list of Profitable bank in stock exchange
 Largest number of corporate deals by any bank is Pakistan
 Overseas Branches
 Attractive Salaries and incentives for employees
 Personnel of NBP are very well trained. Majority of employees have many years of
experience in banking sector and are an asset for the bank.

24
UOS
Internship Report

 Weaknesses
 No standardization in terms of branches some of the branches are very attractive and
most of the branches are not very good like other branches.
 In some regions, urban areas of Pakistan service of NBP is not good as compared to other
privatized banks
 The application time is also quite lengthy.
 NBP is a step behind in using new technology as compared to other banks
 All branches need orientation for customer dealing.
 Most of the employees are overload with the work and promotion is also not timely.
 Most of employees are experienced and they are not able to deal customers well, adopt
new culture and above all they are unable to use of new technology like computers.
 No separate training center to train their employees
 Employees are not well dressed
 Workforce is not diverse
 Security system in most of the branches is not up to the mark.
 Opportunities
 Bank can extend its network in other cities of Pakistan like other 4 remote cities, it would
increase their sales.
 Proper orientation of employees in all branches can help them to cope up with foreign
banks.
 By bringing new technology and modern business processes will bring the change and
increase their profitability.
 Cal-center services should be improved to enhance their network.
 Threats
 Large and increasing competition.
 High operating costs
 Lack of huge deposits

25
UOS