Company Overview:

Introduction:
Jamuna Bank Ltd. is a third generation bank in Bangladesh. It provides commercial banking
services in the Bangladesh. It is playing an important role to develop the business sector. The
growth of this bank is very good. Its motto is to provide a prompt and quick service to the
clients. Jamuna Bank Ltd. has implemented well-structured online banking systems that make it
easier to provide prompt services to the customer. The bank primarily engages in corporate
banking, trade finance, project finance, retail banking, small enterprise finance, consumer
finance, and syndication. Its range of service offerings include cash management services,
payments and clearings, safe deposit locker services, employee benefits, collection services,
treasury services, asset management, services and SWIFT for foreign trade.
History:
Jamuna Bank Limited is a private commercial bank in Bangladesh. It was established on June 3,
2001. Jamuna Bank has now in total of 97 branches as on April, 2015. Jamuna Bank Limited
(JBL) is a Banking Company registered under the Companies Act, 1994 of Bangladesh with its
Head Office currently at Hadi Mansion, 2, Dilkusha C/A, Dhaka-1000, and Bangladesh. The
Bank started its operation from 3 June 2001.
The Bank provides all types of support to trade, commerce, industry and overall business of the
country. JBL's finances are also available for the entrepreneurs to set up new ventures and
BMRE of existing industrial units. Jamuna Bank Ltd., the only Bengali named 3rd generation
private commercial bank, was established by a group of local entrepreneurs who are in the field
of trade, commerce, industry and business of the country.
The Bank offers both conventional and Islamic banking through designated branches. The Bank
is being managed and operated by a team with diversified experience in finance and banking.
At present the Bank has real-time Online banking branches (of both Urban and Rural areas)
network throughout the country having smart IT-backbone. Besides traditional delivery points
the bank has ATMs of its own, sharing with other partner banks and consortium throughout the
country.
Mission:
The bank is committed to satisfy diverse need of its customers through an array of products at a
competitive price by using appropriate technology and providing timely service so that a
sustainable growth, reasonable return and contribution to the development of the country can be
ensure with a motivated and professional workforce.
Vision:
To become a leading banking institution by playing a significant role in the development of the
country
Objectives of JBL:
To establish relationship banking and improve service quality through development of Strategic
Marketing Plans. • To remain one of the best banks in Bangladesh in terms of profitability and
assets quality. • To ensure an adequate rate of return on investment. • To keep risk position at an
acceptable range (including any off balance sheet risk). • To maintain adequate liquidity to meet
maturing obligations and commitments. • To pursue an effective system of management by
ensuring compliance to ethical norms, transparency and accountability at all levels.

Core Values:
CORE VALUES

The core values which JBL follows while it is operating are very specific and customer friendly.
According to setting up the best service and facing new challenges there are some core values
been set by the bank which are given below

 Customer Focus  Trust  Integrity  Commitment  Business Ethics  Quality

 Fairness  Teamwork  Respect  Courtesy Harmony  Unique Culture 
Responsible Corporate Citizen
CORPORATE SLOGAN
“Your Partner for Growth”.
ORGANIZATION LOGO
MD
Additional MD
Depute MD
Senior Executive Vice President
Executive Vice President
Executive Vice President
Senior Vice President
Senior Vice President
Senior Vice President
Vice President
Executive Officer
Officer
Assistant Officer
Location:
The Registered office & corporate Head Office at Chini Shilpa Bhaban, 3 Dilkusha C/A, Dhaka-
1000. Its branches are situated at all the major cities of the country except 09 which are situated
at rural area. The number of bank branches stood at 83.

Strategies of Jamuna Bank Ltd.

Financing establishment of small units of industries and business and facilitate their growth
Small Balance Sheet size composed of quality assets. To manage and operate the Bank in the
most efficient manner to enhance financial performance and to control cost of fund To strive for
customer satisfaction through quality control and delivery of timely services To identify
customers' credit and other banking needs and monitor their perception towards our performance
in meeting those requirements. To review and update policies, procedures and practices to
enhance the ability to extend better service to customers. To train and develop all employees and
provide them adequate resources so that customers' needs can be reasonably addressed. To
promote organizational effectiveness by openly communicating company plans, policies,
practices and procedures to employees in a timely fashion To cultivate a working environment
that fosters positive motivation for improved performance To diversify portfolio both in the
retail and wholesale market To increase direct contact with customers in order to cultivate a
closer relationship between the bank and its customers.
Products & Services of Jamuna Bank Limited:
The Bank has a collection of mode that prepared financial products and services. Such products
are based on Monthly Savings Schemes, Consumer Credit Schemes, Lease Finance and Personal
Loan for Women and Shop Finance Scheme etc.Jamuna Bank Ltd, also familiar with Q-cash
ATM cards for its valued customers providing 24 hours banking services through Debit
Cards.JBL offers the following services to valued customer. The Bank is providing different
types of services. Some of them are mentioned in below:
 Deposit Schemes  Remittance and Collection  Import and Export handling and Finance
 Loan Syndication  Project Finance  Investment Banking  Lease Finance  Hire
purchase  Personal Loan for Woman  24-hours Banking: Q-Cash ATM facility  Islamic
Banking  Corporate Banking  Consumer Credit Scheme  International Banking
1.8.1 Islami Banking Branch In the year 2004, Jamuna Bank Limited opened another Islamic
banking branch at Jubilee Road, Chittagong on November 27, 2004. The already existing
Nayabazar Islamic Banking Branch started its operations from October 25, 2003, the total
Islamic banking branches stands at 02 (Two). The operational performance of the branches as on
31-12-2008 is shown through the Balance Sheet, Profit & Loss Account of the Islam! Banking
Branches below :JBL’s Shariah Council consists of 06 (Six) members, among them 02 (two) are
Khatib, 01 (one) is Ex-Economic Advisor, 01 (One) is Vice chancellor, Islami University, 01
(One) is

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Credit Department of JBL
Principal and other one is Banker. During the year 2009, the Shariah council of JBL conducted
03 meetings to discuss all aspects of Islamic Branches operation.
1.8.2 Portfolio Management Service
Since inception, we have achieved an unparalleled reputation as a leading Merchant Banker
through providing portfolio management services by maintaining a high level of professional
expertise and integrity in client relationships. Keeping customer preferences as an investor in
mind, Jamuna Bank Ltd. has designed Investors’ Discretionary Account (IDA) and Bank’s
Discretionary Account (BDA). In these accounts the customers may enjoy loan facilities at a
ratio 1:1 for investments in private placement, IPO, and secondary market operations.
1.8.3 JBL Special Banking Services:
Special Banking services of Jamuna Bank are considering the Personal services. The bank is
offering wideranging products and services. These services and products are matching with the
customer’s requirements. Transactions of accounts, savings schemes or loan facilities from
Jamuna Bank Ltd make available for every customer in a unique and uniform mixture of easy
and expert service superiority.
JBL offers the Special Banking Services like Current Deposit Account, Savings Deposit
Account, Short Term Deposit Account, and Fixed Deposit Accounts. It also offers attractive rates
on various deposit schemes.
1.8.4 JBL Corporate Banking Services
Jamuna Bank Ltd. offers a complete range of advisory, financing and operational services to its
corporate client groups combining trade, treasury, investment and transactional banking activities
in one package. The corporate Banking specialists will render high class service for speedy
approvals and efficient processing to satisfy customer needs.
Corporate Banking business envelops a broad range of businesses and industries. You can
leverage on the know-how in the following sectors mainly:
 Agro processing industry

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Credit Department of JBL
 Industry (Import Substitute / Export oriented)  Textile, Spinning, Dyeing/Printing
 Export Oriented Garments, Sweater.  Engineering, Steel Mills  Chemical and chemical
products etc.  Telecommunications.  Wholesale trade  Transport · Hotels, Restaurants 
Non Bank Financial Institutions  Loan Syndication  Export Finance  Import Finance
1.8.5 Online Banking
Jamuna Bank Limited has introduced real-time any branch banking on December 31, 2010. Now,
customers can withdraw and deposit money from any of its 65 branches located at Dhaka,
Chittagong, Sylhet, Gazipur, Bogra, Naogaon, Narayanganj, Dinajpur, Kushtia,Rajshahi,
Bashurhat, Sirajganj and Munshigonj. The valued customers can also enjoy 24 hours banking
service through ATM card from any of Q-cash ATMs located at Dhaka, Chittagong, Khulna,
Sylhet and Bogra.
1.8.6 Types of Deposit account
There are several types of deposit accounts. Each account has different characteristics and every
account has some specific purpose to serve.JBL offers the following key Personal Banking
Services. According to their uniqueness they are described as follows:
i. Savings Account:
It is the general account of the JBL (Mirpur Branch) individual or more than two persons can
open a savings account on JBL. The officers and authorize persons are issuing cheque book,
deposit slips and statement of account to the holder of savings. The officer justifies the
information that is submitted by the account holder for opening of the account. The officers of
the bank process account-opening formalities.

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Credit Department of JBL
ii. Current Deposit Account:
JBL is one of the newly established well-reputed third generation private commercial bank in
Bangladesh. It operates very diverse current account operation. They serve various types of
customers, like current account for private limited company, current account for public limited
company, current account for partnership business, etc.
iii. Foreign Currency Account:
The JBL also operate Foreign Currency Account for Bangladeshi Wage Earners or for Foreign
Nationals/Company/Firms etc. to send their valued earned foreign currency into the country.
iv. Short Term Deposit Account (STD):
JBL also offers Short Term Deposit to its valued customers. Short Term Deposit is a deposit
account where the payment of interest is paid on month basis. These items include the deposits
for a period ranging from 7 (seven) days to 89 (eighty-nine) days. These types of liabilities are
payable on special notice or after a specified period other than the fixed deposits. Some of these
types of deposits are of the nature of time deposits. The rate of interest on STD account is 4.5%
per annum. There are some rules and regulations that must be maintained by the STD account
holder. If the STD account holder wants to withdraw the money from the account they have to
inform the bank before, otherwise the account holder may not get the interest in full amount
Schemes:
Schemes are the most important sources of enhancing banks deposit. Mainly bank is the lender
of money, which is deposited by various types of depositor. These schemes are different in
nature and types and also in interest rates. These deposits give the customers to deposit the idle
money in profit earning schemes and also provide the security. Jamuna Bank limited as third
profit earning to the depositors and generation modern and technology based modern commercial
bank offers various types of customer’s friendly deposit schemes to its valued customers. These
schemes are highly also unique in security.

Credit Department of JBL

Marriage Deposit Scheme
Marriage of children, especially daughter is a matter of great concern to the parents. Marriage of
children involves expense of considerable amount. Prudent parents make effort for gradual
building of fund as per their capacity to meet the matrimonial expense of their children specially
daughters. Parents get relief and can have peace of mind if they can arrange the necessary fund
for marriage of their children.
Types of loan of what are offered by Jamuna Bank Limited

 Loan (General)  House Building Loan (General  House Building Loan (Staff)  Other
Loans to Staff  Cash Credit (Hypo.)  Cash Credit (Pledge)  Corporate Social
Responsibilities of the Jamuna Bank Limited  Hire Purchase  Lease Financing  Time
Loan  Cons SOD (General)  SOD (Others)  SOD (Export)  PAD  LlM  LTR 
IBP  Export Cash Credit (ECC)  Packing Credit (PC)  F D B P  IDBP  F B P

The Nature of the jobs and my Specific Responsibilities

The first week I was in the Cash Department. Banks don’t usually put interns in this department
but I was lucky to see firsthand what happens behind the counter. I did not have much
responsibility in that department as I was not to mess with their hectic and hasty transactions, but
they eventually did give me some work. My responsibilities in this department were just to assist
them in any small way possible. I learned the following from this department: • Counting money
in various ways • Use the counting machine • Use the photocopy machine • Counting the
vouchers • Checking the individual EOD (End of day Journal report) of each cashier

Although these activities were small, they helped me understand the nature of the work.
At Foreign Exchange division, the last 3 weeks I was posted in the foreign trade department. I
did not have to deal with the customers that much but there were a lot of responsibilities that I
had. Such as: • Processing a new LC (Letter of Credit) • Doing the similar things for BTB
(Back-to-Back) LCs and Local LCs • Filling up the IMP forms • Putting the LC and IMP into
their following registers • Picking up the phone, calling up customers for missing information •
• Taking necessary papers from customers such as taking photocopy of National ID card,
Passport, Trade License etc • Learned how to receive mail and send out mail via courier
Observation:
Working at JBL, Chistia Market Branch was a great experience for me. I have learnt many things
from them. From my little knowledge what I have observed and some recommendations are as
follows: It was very interesting working at Jamuna Bank. The people there are really nice and
talented. The things that I have noticed and observed are: • Work environment is very friendly
and employees are co-operative • Employees are active and sincere to their assigned job
responsibilities • Work is never left pending for the next day unless it is absolutely necessary •
The work process could be made faster with better computers and operating systems. • There is
always a rush of customers so there is no standard on what the employees do throughout the day.
The work activities of an employee is set, but what to do when varies along the day • The work
activities are always set and divided for each of the employees. This is the way it should be, but
when I saw it first-hand it was remarkable. Each and every employee has a certain set of
responsibilities. He/she carries out those responsibilities throughout the day. It is also easy to
assign duties that way. Even though this is the case, I often saw other staff members helping each
other out.
Specific responsibilities of the job:
As an internee I have
performed numerous activities. My main task was to assist officers and in every aspects of their
daily work. It includes every activity that the officials performed like computer posting,
document analysis etc.
1. Computer posting of transactions 2. Sorting of cheque according to serial number 3.
Maintaining different registers 4. Filing different L/C related documents 5. Matching month wise
L/C and Bills transaction value between server and register 6. Filling up EXP and IMP forms 7.
Editing of L/C issue statement 8. Endorsement of different papers 9. Entry of cheque and
deposits slips number and amount in the registers and give the serial number to those slips

Different aspects of job performance:

Within three months I
have learned lot of banking activities in banking sector. My supervisor and my other colleagues
also helped me to lot. Employees were very helpful and encouraged me to do activities.

If you had to redo this internship, what you do differently-

At General Banking Division, I was assigned to GB (General Banking). I spent the next two (2)
weeks here. It was very arduous, but very fruitful. I was under Ilas uddin Ahmed (AVP), who
was very intellectually intriguing. I had a wide variety of responsibilities at GB: • Bringing out
the cheque books for the customers and verifying them, • Counting the voucher of GB • Finding
the FD, DPS and old account opening forms • Opening account for new customers and aiding
them in the process • Opening FD and DPS for new customers • Putting 5 different types of
seals for clearing • Numbering shares and putting seals on them during IPOs • Preparing the bill
for the branch’s expenditure for that day • Making solvency certificates • Keeping things in
order and at arm’s length
The work was really hard at GB. I also had to hear a lot of complaints from the customers. At
first I was demoralized. But later on I learned how to deal with it.

At Credit Division, Most of the time (6 weeks) in my intern period I have spent in credit
department and that’s why I prefer ‘Credit Management of JBL’ as my internship report topic.
Firstly I was assigned in credit dept. more than 1 month under direct supervision of Yousuf
Ifthakhar Officer and at that time I have to perform below activities- • Printing, typing and
photocopying different documents related credit. • I had to organize all the customer files (e.g.
car loan, home loan) & keep them at a specific place separately. • Checking and filling up
different loan’s forms • Data entries in the computer. • Helping clients that where to signature on
the form. • Sometimes helping supervisor balancing credit & debit.

Difference between expectations and experience:

Recommendation:

In order to get competitive advantage and to deliver quality service, top level management
should try to modify the service. As an internee of JBL, Banani branch, I have some
recommendations which are given below:  JBL need to necessary changes in import policy to
permit imports to be made without LC to reduce import cost and subsequently reduce prices on
essential and consumable goods.
 Foreign exchange operations of other banks are more dynamic and less time consuming. JBL
should take some initiative to compete with those banks.
 The faster Internet recording procedures and documents of import keeping process of in this
department must be improved through sequential effort system and for all type recording of this
department should be computerized.
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 To arrange more employee in the Import Section for reducing the pressure.
 Employees should be more expert and trained to use the Flora software (According to the
statement of some employee of JBL who has the experience to use more than on banking
software).  JBL has to ensure the good networking system between the employees should use
at Service for SWIFT communication.
 JBL must train up for writing import documents to develop electronic banking system to
moderate the service.
 Branch has to ensure at least one IT exporter. JBL should train up their branch personnel
about all sort of information regarding SWIFT and its services.
 JBL should always monitor the performance of its competitors in the field of foreign trade.
 Customer service should be faster than others banks. For customers convenience in foreign
exchange department of JBL should provide more personnel to deliver faster services to their
honorable customer.

 JBL should focus on their promotional activities.

 They should focus on the marketing aspects to let customers know about their products and
offerings and more promotion should be given to attract new customers.
 Due to lack of proper knowledge about the operation procedures and services provided to the
customers by SWIFT. Some customers are facing problem, as they have to wait for certain line
to get the service and sometimes personnel are not being able to operate SWIFT. They are not
fully independent of handling SWIFT. Official training is the solution to this problem.
 Mercantile bank ltd. Primer Bank ltd. Eastern bank ltd, First Security bank ltd, Mutual trust
bank ltd. Dhaka bank ltd. etc. banks are emerging competitions of Jamuna Bank
Ltd. So, JBL should introduce good service and other qualitative product for that reason they can
overcome all other their rivals.
 In terms of import and export they have to increase their work efficiency.
 For maintaining foreign exchange risk management, related verity of training should be
provided to Jamuna bank employees.
 JBL Bank try to build up quality man power having skilled and professional expertise by
established its own Training institute at Head office.
Limitation:

1. Insufficient information is found from the annual report, company’s website regarding with
my topic. 2. Important publications, prospectus, article etc are not available in the brunch related
my topic of the project.

3. The bank staffs are restricted to disclose about the compensation package
4. Bank is a very busy pecuniary institution; therefore it would be harsh and complicated for
them to give me sufficient time

5. Constant and continuous changes in HR policies is the most problematic issue for me, since
being updated with the most recent decision seemed to be very critical as they were more
confidential than they used to be.

6. Only my experience of three months is not that much enough to describe the policies in detail
since they have more than 14 hundred people working in the organization. Knowing policies and
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benefits for different level and band seems to be very tough while I was analyzing the issues
within such a short period of time.

7. For recent political issues they have changed so mane HR policies and the minimized their
talent acquisition activities and that actually is not the usual scenario for the company which
unfortunately I had to take into consideration.

8. It was tough to manage the tine to complete the report due to time constrains of the
Interviewees. 9. The branch is too much dependable on Head Office because whenever I asked
any question they were confused and then take information in main branch.
Experience of intern period:

I have joined in JBL Mohakhali branch for internship purpose in 1st September, 2016. As it was
the 1st time I have been there in a bank for working purpose, that’s why I was a little bit afraid.
But the environment was quite friendly with me and I am being cheer up after some time. There
were also 2 interns who are also started working from the same day I started. So it was easy for
us to do the work together. At the beginning I was assigned for the work in general banking
department under the supervision of K.M Mir Hossain (GB In charge) and Mr. Mahmudul Hasan
(Officer GB). I learned a lot of things from this department as I worked there one month long.As
an intern, there were a numerous actions I had performed. The activity is given below: 1. The
process of account opening and closing: In the general banking department I had to open an
account. The customers were coming to me to know about the procedure of opening an account.
I made them understand and told them which account would be better for them. 2. Updating the
record book of clearing: In the clearing section I had update the record of transaction in every
day. 3. Receiving cheque and pay order voucher: I had received the pay order documents in
these days. After that need to send it to the credit departments. 4. Preparing pay order:
Sometimes when other employees were busy I had to prepare the pay order. 5. Updating the
record the debit and credit voucher: I had update the record of debit and credit vouchers when I
was working in the accounts departments under the supervisor of Mr. Uttam Kumar
Karmakar(1st Officer, Accounts). This department is completely a silent area which gave me a
different feel of working. 6. Assisting customers with necessary information collecting necessary
paper from customers such as- photography of national ID card, passport, birth certificate, trade
license, photography and so on.

Beyond these activities there were other tasks that I was given to accomplish related to general
banking activities. I have learned many things from this branch of JBL. Through the working
pressure was bit higher yet present. My internship period was finished in 30th November, 2016.

From my personal observation, it was a great journey of three months in the banking sector
which gave me some great memories to work with the corporate people. It also gave me some
Practical knowledge that can help me in my upcoming professional life. Moreover the experience
was really amazing and undoubtedly beyond my expectation.

What lessons you have learned:

The internship program, is designed to provide the student with an opportunity to obtain the job
training. It also provide two facts of learning the theoretical and practical knowledge together
which will be helpful for a student in the corporate life. Broad objective:  To analyze
customer satisfaction about online banking services of Jamuna Bank Limited.  To find out the
way how to improve customer satisfaction.

Specific objectives:  To know about the banking sector of Bangladesh.  To fulfill the
requirement of the internship program as a full credit subject of the BBA program.  To get an
overall idea about the management policy of JBL as well as commercial Bank.  To analyze
the gap between expectation and perception of customers regarding the online service provided
by JBL.

Specific responsibilities of the job: As an internee I have

performed numerous activities. My main task was to assist officers and in every aspects of their
daily work. It includes every activity that the officials performed like computer posting,
document analysis etc.
1. Computer posting of transactions 2. Sorting of cheque according to serial number 3.
Maintaining different registers 4. Filing different L/C related documents 5. Matching month wise
L/C and Bills transaction value between server and register 6. Filling up EXP and IMP forms 7.
Editing of L/C issue statement 8. Endorsement of different papers 9. Entry of cheque and
deposits slips number and amount in the registers and give the serial number to those slips

Different aspects of job performance: Within three months I

have learned lot of banking activities in banking sector. My supervisor and my other colleagues
also helped me to lot. Employees were very helpful and encouraged me to do activities.