North South University

Internship Report

On

Eastern Bank Limited

Submitted to:
Saima Tahsin
Lecturer
School of Business & Economics
North South University

Submitted by:
Osama Sarwar Sayeef
ID: 1520261630
Date of Submission: December 28, 2019

Eastern Bank Limited

Table of Contents
Acknowledgement ....................................................................................................................................... 1
Letter of Transmittal .................................................................................................................................... 2
Executive Summary .................................................................................................................................... 3
Organizational Overview ............................................................................................................................. 4
Human Resource Management in Eastern Bank Ltd. .................................................................................. 15
Activities as an Intern ................................................................................................................................ 18
Learning Experience.................................................................................................................................. 19
Conclusion ................................................................................................................................................ 20
References................................................................................................................................................. 21
Acknowledgement

It is always a matter of pleasure to remind the faculty members of the School of Business &
Economics, North South University, who guided me throughout my journey in completing
Bachelors of Business Administration degree with clear theoretical understandings of the subjects

My cordial thanks go to Saima Tahsin, Lecturer, School of Business & Economics, North South
University. Without her proper guidance it would be impossible for me to give this report an
executive and professional look.

My heartfelt thanks goes to my honorable supervisor, Eastern Bank Limited for his deliberate
guidance, inspiration and sharing of information which not only helped me in completing this report
but also helpful for shaping my future career.

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Letter of Transmittal
December 28, 2019

Saima Tahsin
Lecturer
School of Business & Economics
North South University

Subject: Submission of internship report.

Dear Madam,

With due respect I would like to express my enormous pleasure to submit the internship report
on Eastern Bank Limited which you assigned me to work on.

This report is carefully made with due details on how Eastern Bank Limited communicate
their brands, products, and services make HR practices on the basis of my experience of
working with their Human Resource team.

Yours Sincerely,
Osama Sarwar Sayeef
Student ID: 1520261630
School of Business & Economics
North South University

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Executive Summary

This reports contains the description about the HR activities of Eastern Bank Ltd. and my activities
throughout my internship period and my learnings from the internship. Eastern Bank Ltd. is one of
the leading commercial bank in our country. The HR team plays a vital role to make the managerial
decisions of Eastern Bank Ltd. This Report has been made based on Human Resource Management
of Eastern Bank Limited who plays the vital role & the most essential part for the organization &
business. So for this reason importance of management system in human resource of banking sector
has been increased rapidly worldwide. Human resource is the only effective way to increase the value
of capital, land, technique for adding proper value of business. As a result, human resource
management practices in the organization considering major part of the Bank. In today’s competitive
world we are facing vigorous competition in every step of our life adding a new era. Currently all the
organization hiring, retaining and maintaining the best employees instead of thinking achievement
of profit. Efficient human resource only via too rich the corporate vision

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Organizational Overview
Background of the organization

Eastern Bank Limited is a private commercial bank headquartered in Dhaka, Bangladesh. It was
established on August 8, 1992, as a public limited company with limited liability under the Bank
Companies Act of 1991. Its share are listed in the Dhaka Stock Exchange and the Chittagong Stock
Exchange. The bank provides products and services in retail banking, corporate finance, asset
management, equity brokerage and security. It has 85 branches and 200 ATMs in Bangladesh and
employs around 3000 employees. Eastern Bank Limited is going to open its first overseas full-
fledged branch in Calcutta, India. Presently, EBL has a subsidiary in Hong Kong and a representative
office in Myanmar. This branch in India will be its first foreign branch outside of Bangladesh. EBL
opened its first representative office on the Chinese mainland in Guangzhou on September 29, 2019.

Company’s board of directors: Our aspiration has always been to contribute meaningfully to
economic growth of the country and to the society we operate in. Generating positive and sustainable
impact for our clients and employees is our priority. The Board is leading the bank from the front
and working passionately to uphold corporate culture and values to establish a bond of trust with the
society we serve.

Vision

To become the most valuable brand in the financial services in Bangladesh creating long-lasting
value for our stakeholders and above all for the community we operate in by transforming the way
we do business and by delivering sustainable growth.

Mission

 We will deliver service excellence to all our customers, both internal and external.
 We will ensure to maximize shareholders' value.
 We will constantly challenge our systems, procedures and training to maintain a cohesive and
professional team in order to achieve service excellence.
 We will create an enabling environment and embrace a team based culture where people will
excel.

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Values
V

 We passionately drive customer delight.

 We use customer satisfaction to accelerate growth.
Service Excellence
 We believe in change to bring in timely solution.

 We know our roadmap.

 We believe in continuous improvement.
Commitment
 We do our task before we are told.

 We share business plan.

 We encourage two-way communications.
Openness
 We recognize achievements, celebrate results.

 We say what we believe in.

 We respect every relationship.
Integrity
 We are against abuse of information power.

 We care for each other.

 We share knowledge.
Trust
 We empower our people.

 We are tax-abiding citizen.

 We promote protection of the environment for our
Responsible Corporate progeny.
Citizen  We conform to all laws, rules, norms, sentiments and
values of the land.

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Corporate Information

Name of the Company Eastern Bank Limited

Company Logo

Establish 8 August 1992

Activity Starts 1992

Line of Business Banking

Number of Employees 3000

No. of Branches 85

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Organization Structure/ Hierarchy of the organization

Chairman Board of Directors Advisor

Administrative Managing Director

Deputy Managing Director

Managing Director

Senior Executive Vice President

Executive Vice President

Senior Vice President

Vice President

Senior Assistant Vice President

Assistant Vice President

Senior Principal Officer

Principal Officer

Executive Officer

Officer

Management Trainee officer Junior Officer

Assistant Officer

Trainee Assistant 7|Page

Product and Service

Product of Eastern Bank Limited:

1. Deposit Products:
 Current Account (CD)
 Fixed Deposit Account (FDR)
 Savings Account (SB)
 Short Notice Deposit (SND)
 Monthly Savings Scheme (MSS)
 Pension Savings Scheme (PSS)
 Millionaire Deposit Scheme (MDS)
 Millionaire Gold Deposit Scheme (MGDS)
 Monthly Income Scheme (MIS)
 Super Double Benefit Scheme (SDBS)
 Wage Earners Pension Savings Scheme (WEPSS)

2. Remittance Products:
 Wage Earners Welfare Deposit Scheme
 Overseas Employment Loan Scheme
 Special Interest Rate Deposit and Loan

3. Retail/ Consumer Loans Products:

 Personal Loan
 Home Loan
 Car Loan
 Business Loan
 Industrial Loan
 Working Capital Loan

4. Loan and Advanced Products:

 Overdraft
 Project Finance
 Working Capital Financing

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  Syndicated Loan
 Packing Credit
 Loan Against Export Bill & Loan Against Trust Receipt

5. Others:
 Education Deposit Scheme
 Medicare Deposit Scheme
 Monthly Earning Scheme
 Marriage Savings Scheme
 Rural Deposit Scheme
 Double Benefits Scheme

Services of Eastern Bank

1. Export Services
2. Import Services
3. Remittance Business
4. Dual Currency VISA Credit Card
5. SWIFT Service
6. Small and Medium Enterprise (SME) Banking
7. Locker Services
8. Internet Banking
9. ATM Services
10. Western Union Money Transfer Services
11. Card Services

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Bank Operational Area

Eastern Bank Limited is a complete service Bank with a various array of all-inclusive range of
suspiciously tailored financial services and customer friendly simple banking products and services
geared for the needs of all customer’s segments. EBL operations consist of:

 Real Time on line banking

 Credit Card
 Debit Card
 ATM
 International Trade finance
 Commercial Banking
 Investment Banking
 Investment Banking
 Project Finance
 Syndication Loan
 Mortgage Loan
 Hire Purchase
 Retail Banking
 Foreign Remittance

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List of Branches

There are total 85 branches of Eastern Bank Limited situated in 34 districts in Bangladesh.

Division Number of Branches

Dhaka 42
Chittagong 26
Rajshahi 3
Sylhet 6
Khulna 3
Barisal 2
Rangpur 2
Total 85

Achievements

DHL - Daily Star Business Award

Eastern Bank Ltd was recognized as the Best Financial Institution in 2010 at the DHL-Daily Star
Bangladesh Business Awards.

Corporate Governance Award

Our system of corporate governance provides the basis for the responsible management, transparency
of processes and compliance to regulatory bodies with a focus on sustainable value creation. Our
continuous effort to adopt and adapt to international best practices in corporate governance has been
recognized by Institute of Chartered Secretaries of Bangladesh (ICSB). We have got recognition for
last three consecutive years at the ICSB National Award for Corporate Governance Excellence
award.

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 ISO Certification

Our relentless effort to upgrade and update on every account of standardization is reflected in our
Operations department's recent ISO 9001: 2015 certification.

Moody's rating

The rating by a top global agency like Moody's in March 2016 was a high point in our journey to
excellence. Moody's assigned us Ba3 rating with stable outlook. The rating is equivalent to country
sovereign of Bangladesh. EBL is the first company in the country to achieve this commendable feat.
Moody's reaffirmed EBL the Ba3 rating in 2017 and 2018.

PCI DSS Certificate

PCI DSS certificate has been awarded to EBL in 2016 and reaffirmed in 2017 by global leader in
cyber security NCC Group of UK is a testimony to our emphasis on card security.

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 Euro money Award

In 2016 the jury of Euro Money Awards for Excellence conferred the Best Bank in Bangladesh for
its professionalism, prudence, and growth. It also referred EBL's depleting NPL ratio as mark of
health. In 2017 and 2018 EBL adjudged the Best Bank in Bangladesh making the tally to three
consecutive years. After the introduction of the coveted Euro money award for Bangladesh in 2013,
EBL is the most successful bank to win maximum number of awards

A Leader in Retail Banking

In retail banking EBL has emerged as an undisputed leader. The Asian Banker International
Excellence in Retail Financial Services award has adjudged EBL as the Best in Retail Bank in
Bangladesh for the last six consecutive years from 2013-18.

The London-based International Finance magazine in 2018 awarded EBL for the Best Credit Card
Offering in Bangladesh.

Best Transaction Bank in Bangladesh

EBL has been awarded at the prestigious Asian Banker Business Achievement Awards 2018 held in
Beijing. EBL is the only bank from Bangladesh to win Best Transaction Bank in Bangladesh Awards
in two categories of Best Cash Management and Trade Finance.

IFC Award

In 2017 IFC of World Bank group recognized us as the Best Issuing Bank Partner and Best Trade
Operations Issuing Bank Partner in South Asia.

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 Asia money Award

EBL has been awarded the Best Corporate and Investment Bank for 2017, 2018 and 2019 by Asia
money.

Superbrands Award

EBL has been recognized as a 'Superbrand' of the country for the year 2018-2020 by the Superbrands
Bangladesh. EBL also received the Superbrands of Bangladesh award in 2009.

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Human Resource Management in Eastern Bank Ltd.
Management and Appointments

Head

Human

Recruitment & Procedure

A foundation or an association can't be prevailing without giving appropriate support of the client
and customers. For bank it's considerably progressively significant as far as administration. So for
serving Valuable support of the purchasers they generally procure ingenious official to keep up the
standard of the bank. EBL accepts by paying adequate pay and payments to their staff to get most
extreme administrations out of them. Therefore, bank authority must be cautious in enlisting the
opportune individual for the correct activity.

The obligation of top managerial staff to break down the labor prerequisite of the association
consistently and fix up the quantity of staff official, administrators and number of official every class.
on the off chance that the bank requests any brief or lasting post for the association, the top
managerial staff suggests the responsibilities and furthermore subsidize for a long time. Eastern Bank
Limited can't figure out how to pay for keeping up additional labor. EBL must perceive the
significance of labor estimation and as needs be an outline they for the contracting individuals. At
the point when they requiring, it’s should be audited and overhauled now and again for growing the
business. Still, professionals will take the edge to fill up posts lying vacant within the approved chart
or organogram. For the justification they can take initiative and can revise the chart for justification
of the post. The organogram has to be revised time to time.

Recruitment through Advertisement

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At the point when an association needs individuals they give promotions in the media, it's likewise
called the piece of the enrollment. Right kind of ability is the primary article to the enlistment
strategy. EBL consistently pursues the notices print, on the web. The office will deal with all issues
identifying with enlistment and determination of staff.

Training and Development for the employees

In each all-around presumed association preparing is extremely normal practice to put new
representative into administrative duties after procedure of preparing and advancement. We realize
Training implies familiarizing everybody with the specialized part of the activity so his specialized
aptitudes will be overhauled. It's a customer arranged occupation, so preparing isn't sufficient for
explicitly who needs human connection and social ability in this preparation gives people
discernment, frame of mind, qualities and desires, so that and representative or manager can build up
there with the most recent update. HR create expertise and information for better exceptional of
employment duties. Its grips with on - the-work and shaped preparing programs.
Here is the EBL training programs

 Orientation Training
 In-House Training
 Job Specific Training
 Need based Local/Foreign Training
 Peer or supervisors' coaching
 E-Learning: Online Training & Evaluation

Direction Training for the fresher, Eastern Bank Limited has direction inside preparing project to
give them the general perspective on the bank and furthermore present them with the hierarchical
culture.

 Job explicit preparing: this is preparing where Norm of the bank is to prepare them by friend
or directors' instructing. Representatives must endeavor this preparation to know the set of
working responsibilities and pursue on the hands on preparing.

 Need based preparing: this preparation can be either Foreign or nearby. In the wake of
breaking down worker’s whole among aptitudes and information and competency required
for the present job.

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 Basic training program:

 Joining/ Participating in orientation with different Departments

 Foundation Course
 Attachment with SME Unit Offices & Branches
 Organization of Development Program
 Attachment with different departments
 Information Technology Training
 On job hands-on training according to Job Description

Training Authority

The Managing Director has the ability to choose issues identifying with preparing of the
representatives of the Bank. For preparing/instruction inside or outside the nation, the choice might
be made by Managing Director in interview with Heads of the Divisions/Deputy Managing Directors.

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Activities as an Intern

1. At first my line manager assigned me in a project called “Managing Employees Personal

Information” where my work was to input all the personal information of the TAO’s
(Trainee Assistant Officer) into the HRIS software of Eastern Bank Ltd. My line manager
gave me access to their HRIS software where my work is to input data of the ‘Trainee
Assistant Officers’ of the bank into the software and also update the software data.

2. I had to input all the personal information into the software manually. The types of
information I had to input are; Employee Information, Employee’s Address, Employee’s
Previous Work Experience, etc.

3. My line manager also gave me a check list where I need to find all the documents and
complete the files of the employees of Eastern Bank Ltd. according to the check list.

4. There were some other responsibilities which were given by my line manager to me. Such
as; I made attendance reports of the officers based on the individual’s attendance record
starting from the previous month to the current month. In the record if any officer found late
for office or leave earlier (They can leave early if it is any official work) in any 3 days in a
week then salary is deducted from their gross salary and the same goes for one day of
uninformed absence. I had to check each and every active officer’s attendance report of the
whole month of all the departments and make salary adjustment report of the whole
organization to submit to the team leader.

5. Also I had to input 100 certificates into the envelopes, this are the training certificates. Many
employees did many kind of trainings organized by EBL bank. I had to put them carefully
because all the certificates will be given by the CEO Ali Reza Iftekhar.

6. My line manager also appointed me in a project where I had to verify all the data and
certificate of the permanent employees of Eastern Bank Ltd.

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Learning Experience

From my internship, I have learned a lot. As a HR intern now I have a clear knowledge about a HR
department of an organization. Not only HR I would say I got a clear understanding about how to
deal with many situations in an organization specially in a Bank. I have learned how to interact
with colleagues and seniors and how to work as a team in an organization. I have a clear
knowledge about how a HR department operates in an organization. I have learned how to deal a
problem in an efficient way.

Because of the internship I was able to improve my various skills. My technical skills improved a
lot because most of my work was related to MS Office. Specially in MS Word and MS Excel, I
have learned many things that will help me in the future.

As an intern of a leading bank of our country I was able to improve my personality as well. Now I
have knowledge about the culture and principals of the Banks of our country.

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Conclusion

Eastern bank limited maintain conventional banking system for their making policy and for their
procedure. There are lots of commercial bank and public Bank we have in this country in this
competitive environment eastern bank is competing successfully with all of them. Eastern bank
limited is not only doing competition successfully but also its contributing in our economy sector
their SME loan Industrial loan and also several loan helping the general people to create more
opportunity to them from the last twenty-seven years they are paying to the society. They have made
many funds in export and import business. It obvious clear that Eastern bank limited created 85
branch overall Bangladesh. Increased so many sources which created a portfolio in the development
less the amount of loans and losses, more income are the factor which played vital role behind every
banking success.

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References

 HR Manual of Eastern Bank Limited.

 https://www.ebl.com.bd/profile
 Banking in Bangladesh, (2010) [online] Available from
https://en.wikipedia.org/wiki/Banking_in_Bangladesh
 Fahmida, k (2015), Banking Sector for sustainable growth, 5 th Feb, supplementary part -
5 citing electronics of information [WWW] Daily star
,http://www.thedailystar.net/supplements/25th-anniversary-special-part-5/banking-
sector-sustainable-growth-212689
 Mahmood, R., & Khan, S. M. (2014). Impact of service marketing mixes on customer
perception: a study on Eastern Bank Limited, Bangladesh. European Journal of Business
and Management, 6(34), 164-167.

 Direct Information Collected Through Interview Session:

 Monjurul Alam, Head of Human Resources

 Anubhab Rahman, Head of Organization and Development

 Rishad Hossain, Head of Employment and Strategy

 Rafiq Ahmed, Head of HR Operations

 Rashedul Hoque, Manager of People’s Acquisition

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