Supervised By:

Afnan Ashfaque
Lecturer,
Department of General Management
Independent University, Bangladesh

Prepared By:
Mayeesha Chowdhury
Marketing department
Independent University, Bangladesh
Chapter 1
 1. Introduction

In the year 1999, Bank Asia Ltd was launched by a group of successful entrepreneurs with
recognized standings in the society. The management of the Bank consists of a team led by
senior bankers with decades of experience in national and international markets. The senior
management team is ably supported by a group of professionals, many of whom have exposure
in the international market. It set a massive milestone by acquiring the business operations of
the Bank of Nova Scotia in Dhaka, first of its kind in the banking history of Bangladesh. It
again repeated the performance by acquiring the Bangladesh operations of Muslim Commercial
Bank Ltd (MCB), a renowned Pakistani bank.

In the year 2003, the Bank again came to the limelight with over-subscription of the Initial
Public Offering of the shares of the Bank, which was a record (55 times) in the history of capital
market of Bangladesh. The asset and liability growth has been remarkable over the years. Bank
Asia has been actively participating in the local money market as well as foreign currency
market without exposing the Bank to vulnerable positions. The Bank's investment in Treasury
Bills and other securities went up noticeably, opening up opportunities for enhancing income
in the context of a regime of gradual interest rate decline.

Bank Asia Limited started its service with a vision to serve people with modern and innovative
banking products and services at an affordable charge. The bank's commitment is to provide a
modern and value added banking services to all segment of the society by maintaining the very
best standard in a globalized world, with the help of technological advancements.
1.1.1 Vision, mission, objective etc.

Vision

Bank Asia's vision is to have a poverty free Bangladesh in course of a generation in the new
millennium, reflecting the national dream. Our vision is to build a society where human
dignity and human rights receive the highest consideration along with reduction of poverty.

Mission

❖ To assist in bringing high quality service to our customers and to participate in the
growth and expansion of our national economy
❖ To set high standards of integrity and bring total satisfaction to our clients,
shareholders and employees
❖ To become the most sought after bank in the country, rendering technology driven
innovative services by our dedicated team of professionals

Core value

❖ Place customer interest and satisfaction as a top priority and provide personalized
banking products and services
❖ Added value to stakeholders by achieving excellence in banking operations
❖ Maintain a high level of ethics and transparency in relationships
❖ Be a compliant institution that meets all regulatory requirements
❖ Contribute significantly for the betterment of the society
❖ Ensure a greater degree of motivation and a decent work environment for our human
capital and respect an optimal conciliation between work and family life
 1.1.2 Corporate Division/department etc.

Operations, Credit & IT The primary motivation behind the operation division is to keep up
and guarantee free stream the general organizational exercises.

Accounts Department:

In the accounts department, general accounting section incorporates with all the cost of every
day’s activities and salary. This section maintains all the financial statement and
unadjusted/balanced trial adjust. It does the registration of voucher and posting of those
vouchers in the account. And investment accounting section resolve all the problems of
irregular investment Accounts

International Department:

Foreign trade is one of the leading business activities of the bank conducted by the
international division. This division has been trying their best to establish Corresponding
Banking Relationship with world reputed bank and to grab corporate clients to improve
Import and Export business by delivering their best and skilled services. They also are giving
their efforts in establishing remittance arrangements with the world-renowned companies to
bring the wage earners remittance from the Bangladeshi people in abroad.

Audit Department:

This department operates by the head office and responsible for the audit and inspection of
the bank. An audit department is a unit within a company or organization that is responsible
for evaluating operational procedures, risk management, control functions, and governance
processes.

Human Resources Department:

This department is situated at the head office. This division operates recruitment & selection,
training, posting, promotion process for the employees and responsible for salary of
employees.
 Marketing Department:

The Marketing Department is in charge of the coordination of all promoting exercises of the
Bank; guarantees promoting exercises are in consistence with state and government controls;
creates different advertising ideas, targets, materials, commercials, programs, public
statements, and other uncommon occasions endorsed by senior administration and the Top
managerial staff.

Credit Department:

A credit department is one of the first departments which will become needed as revenue
grows and credit is extended to clients new and old.

Information & Communication Department

An IT department (information technology) provide it support monitoring and maintaining

customer information. In addition, the department involves developing and maintaining of
ICT security policies for BB and guidelines for Banks and Non-Bank Financial Institutions.

Digital banking department-

Digital banking department is the digitization (or moving online) of all the traditional
banking activities and programs that historically were only available to customers when
physically inside of a bank branch. This includes activities like:

✓ Money Deposits, Withdrawals, and Transfers

✓ Checking/Saving Account Management

✓ Applying for Financial Products

✓ Loan Management

✓ Bill Pay
1.1.3 Details of the product lines or services

The fixed-term deposit (FDR) is a deposit. It guarantees deposit interest. It has a

flexible tenure and has a 90% fixed term loan facility. In addition, it provides
different types of interest rates depending on the scheme or period.
Bank offer monthly benefit plus MB + is an attractive service. It has an interesting
and competitive appeal. It provides monthly Returns of up to 700-taka one Lakka
deposit.
Triple Profit Plus also has better and competitive interest rates. The amount will
triple in 12 years. There is no hidden cost. Here, a loan company is also available
for TB +. Deposits along with retirement plans are a common gift. It has 3, 5-, 7-,
10- and 12-years tenure. Customers have a secure account with no hidden fees or
charges
Another attractive scheme is Shanchay plus. In this scheme SOD loan facilities
include and in 12 months,24 month and 36 month easy tenures facilities.
In Bank Asia double benefit plus is very popular scheme and in 9 year it mature.
Customer should deposit nine year if they get benefit from this scheme.
 1.1.4 Operation Details

Physical Bank Website Main Gate & Customer Investment Senior Officers Assets or
Evidence & Billboards Security System Care Desk Desk Desk FDR

Customer Call for an Reaching on the Speak to the Apply for a Submitting all Mortgage
Actions Appointment Bank Bank Loan the Documents Properties
Officer

Employee Telling all Sending

Describe Creating
Actions the Terms Documents to
Specific Proposal
(On stage) & the CIB
Information
Conditions Department

Employee
Actions Making Verification of Approval
(Back Appointment Everything from Board
stage) of Directors

Support Saving the Enlist Include all the amount

Process appointment customer of money related info
in computer name into into their software to
the calculate the profit &
software installments

Table 1 Bank Asia Blue Print

A service blueprint is an operational planning tool that provides guidance on how a service
will be provided, specifying the physical evidence, staff actions, and support systems needed
to deliver the service across its different department.

Customer action

This section covers the steps, choices, activities and interactions that the customer of BAL
performs in the process of purchasing, experiencing and evaluating the service. The customer
actions area encompasses step arrives call for appointment, reaching on the bank, speak with
bank officer, apply for a loan, submitting all documents and mortgage properties. Customer
actions are two area of contact employee action. The activities that the contact employee
performs that are visible to the customer is called on stage employee actions like as describe
specific information, telling all the terms and conditions, sending documents to the CIB (Credit
Information Bureau), creating proposal in the bank. Employees action in the back stage are
making appointment, verification of everything, approval from Board of Directors.

Support process

The internal steps of BAL are saving appointment in the computer, enlist customer name into
the software and include all the amount of money related info into their software to calculate
profit and instalments. It occurs for delivering the service to customers of BAL.

Physical evidence

The actual physical evidence such as bank website and bill boards, main gate and security
system, customer care desk, investment desk, senior officers desk, assets or FDR(Fixed
Deposit Receipt) which is top of the blue print of BAL.
1.1.5 Philanthropic activities/ CSR

Taking responsibility to protect the environment-

Pollution is one of the main factors that Bangladesh, especially our capital Dhaka, is most
often in the spotlight. For sustainable development, the Bank Asia considers this issue an
important issue and is working to resolve issues such as deforestation, climate change and
other disasters.

Contribution to economy-

Our business strategy is based mainly on goodwill, and trust is one of the cornerstones of our
business with our customers. Traits Bank Asia works responsibly to maximize the value of its
customers, stakeholders and economies, and to build justice and loyalty between them for
sustainable relationships.

Supporting the Society at large-

Bank Asia has a key role to play in implementing social and charity programs to help those in
need in society. Providing education to rural children and funding facilities such as
rehabilitation centers are part of CSR initiatives that can have an impact on society.

Covid-19 Aid

Bank Asia is expanding its CSR services by adding various add-ons to its collection. They
also provide safety procedures, such as masks and supplements, and train their staff on
COVID infection in the workplace. In this way, they help keep their employees safe at work
and at home. They also provide various forms of social assistance, such as providing
assistance to the poor and locksmiths, providing all kinds of first aid as medicines that
everyone should have.
Chapter 2
2.1 Job responsibilities

I was prepared this report on the basis of experience gathered during of my internship period.
I was working in general banking department. I was assigned to the customer service
department under my supervisor who had been working experience about ten years that
department. BAL does follow specific guideline for the internship students. Corporate Branch
has to do a lot of work. They have huge pressures compared to another branch. The Branch
treated me as one of their employees not just an intern. But most of time I was working in
Customer Service Department. In my intern period I was learnt how to open a Bank account,
how to fill up the customers bank account opening forms. My immediate supervisor tried to
give me a brief about General Banking Activities.

My job in the first two month of my internship was to study and understand all the ongoing
intervention of the sector by going through the concept notes, strategy papers and also by
discussing with my team members along with understanding the overall work process. Myself
along with all the recruited interns had to attend discussion session with respective managers
from each sector every week of our first months to get a clear idea on how every sector is linked
and what are the goal they are looking forward to achieve. The following activities which had
done by me.

Account opening:

I also used to provide information about account opening and closing. Bank accounts are
opened so that customers can make transactions with that account, Close the accounts and
withdrawal of deposits made to the bank. I used to tell them they need two copies of their PP
size photographs and 1copy PP size photograph of the nominee. They are also required to
submit the photocopy of their passport/national ID card/TIN papers. I used to update the
customer’s account opening form. I provided product related information to the customers

Dealing with customers-

I was responsible BAL for answering customer inquiry questions. Most of the customers
asked for their letter of credit (L/C) payment time and how to open L/C account. Also, some
customer come to know about their mistake. If they do not understand any thing, I helped to
understand that issue.
 Maintaining different registers-

I also Maintain timely, accurate & effective communication with all letter of credit (L/C)
holder. I prepared their Foreign Demand Draft (FDD) and input details different register book
and also posting on online.

Sorting of Cheque, vouchers-

I made sorting before gave payment. I also sequence Foreign Demand Draft (FDD) according
to the letter of credit (L/C) number. After that I sent those Foreign Demand Draft (FDD) to
customer.

Customer service-

I was responsible for providing customer services to the customers. Customer service is one of
the major issues of general banking. Providing customer with suitable account information and
details is the most frequent job of general banking.

Relationship builds up-

I also responsible for maintaining relationship with existing customer. I told them our
upcoming offer and new scream. So that they invest more money in our bank. Also, I sent email
them on their special occasion and response to their inquiries.

Providing Cheque:

I also provided check book to the customer. I had checked out the claque book availability date
and find out them then record it in the entry book then take signature from customer for
verification and provide them if the customer is a valid person. Here I learned about the
necessary of verification.
2.2 Functions of the department
General Banking is the main point of all the banking operation. General Banking department
do all the primary activities which are important for banking operation. It is the department
which provides day to day services to the customers. The general banking service includes:

Customer Service:
This section is one of the most important sections in the banking activities. It is the root of the
banker customer relationship. This department deals all the customer needs which are given
below:

Account Opening
Account Closing
Issuance of Cheque Book
Issuance of Demand Deposit
Issuance of Payment Order
Account to account fund transfer
Operation of clearing house

Cash Department:
Cash section is the most vital and sensitive part of the branch. This section deals with all
kind of transaction in cash. All cash receipts and payments are made through this department.
It receives deposits from the depositors in the form of cash and it makes payment against its
printed valid cheque after verifying the cheque with customer signature, date, and amount
and account number. Cash section also maintains different register book such as vault
register, cash receipt/payment register and cash balance book.

Accounts Department:
In the accounts department, general accounting section incorporates with all the cost of
everyday’s activities and salary. This section maintains all the financial statement and
unadjusted/balanced trial adjust. It does the registration of voucher and posting of those
vouchers in the account. And investment accounting section resolve all the problems of
irregular investment Accounts.