Bangladesh Army University of Science and Technology

Faculty of Business Studies

Department of Business Administration

An Internship Report
on
“General Banking Customer Satisfaction: A Study on Shahjalal Islami Bank”
This Internship report is submitted for the partial fulfillment of the requirement for the degree of
Bachelor of Business Administration (BBA) of Bangladesh Army University of Science and Technology
(BAUST)

Name: Md. Shourov Ahmed

ID: 180111061
BBA (Major in Finance)
Bangladesh Army University of Science and Technology (BAUST), Saidpur

Semester: Winter, 2022

Date of Submission:

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 An Internship Report
On
General Banking Customer Satisfaction: A Study on Shahjalal Islami Bank

Supervised By:
Dr. Md. Shah Alam
Department of Business Administration
Bangladesh Army University of Science and Technology, Saidpur.
Submitted By:
Name: Md. Shourov Ahmed
ID: 180111061
Program: BBA (Major in Finance)
Bangladesh Army University of Science and Technology, Saidpur.
Submitted To:
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University of Science and Technology

Date of Submission:

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 Letter of Transmittal
(For the Academic Supervisor)

20 October, 2022 (Date of Submission)

To
Dr. Md. Shah Alam
professor
Department of Business Administration
Faculty of Business Studies
Bangladesh Army University of Science and Technology

Subject: Submission of Internship Report on " General Banking Customer Satisfaction: A Study on
Shahjalal Islami Bank "
Dear Sir,
With due respect, it is stated that I am submitting my internship report on “Loan Disbursement and
Recovery Policy of Social Islami Bank Limited: A Study on Saidpur Branch”, which has been prepared
as per requirement for obtaining the degree of Bachelor of Business Administration (BBA) offered by
Bangladesh Army University of Science and Technology, Saidpur, Bangladesh. It was a pleasure
experience on my part to go through the process that reaffirms my classroom knowledge into practice.
Despite my insufficient knowledge, I hope the internship report has attained its purpose to a considerable
extent.
Please find enclosed here with one copy of internship report for your perusal and kind consideration. It
will be pleasure to me if you kindly accept my internship report.
Thanking you for your valuable advice and co-operation.

Sincerely yours.

Md. Shourov Ahmed

ID No.: 180111061
BBA (Major in Finance)
Department of Business Administration
Bangladesh Army University of Science and Technology
Saidpur, Bangladesh

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 Supervisor’s Approval

It is my immense pleasure to certify that Shourov Ahmed bearing ID No. 180111061 student of Bachelor
of Business Administration of Bangladesh Army University of Science and Technology, Saidpur, has
successfully completed the internship report entitled “General Banking Customer Satisfaction: A
Study on Shahjalal Islami Bank”.

It is her own performance, not joined work and she has completed this work under my direct supervision
and guidance. I also certify no part of this report has been submitted for the award of any other degree,
diploma, fellowship or any other similar titles or prizes and the work has not been published in any
journal or magazine.

I also certify that I have gone through the report thoroughly and found it satisfactory for submission to
Bangladesh Army University of Science and Technology, Saidpur, in fulfillment of the requirements for
the Bachelor of Business Administration.

Supervisor

……………..

Dr. Md. Shah Alam, professor

Department of Business Administration
Bangladesh Army University of Science and Technology,
Saidpur.

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 Acknowledgement

Individual effects alone can never contribute in totality to a successful completion of any
venture. I would be fail in my duty if I did not state my gratitude and appreciate to the following
individuals who have made valuable contribution toward this report.

First of all, I thank Almighty ALLAH for granting me an internship opportunity at a reputed
organization and giving me enough patience and determination to work and learn from there.

During this tenure of three months I have gathered a lot of practical experiences which now I can
relate to my theoretical understanding and all this would not have been possible without the
proper guidance of my honorable supervisor Dr. Md. Shah Alam. I show my sincerest gratitude
to her for being patient with me and guiding me throughout my internship program which helped
me in making this report.

I would also like to express my thankfulness to, Mr. MD Karimullah, Assistant Vice President
AVP, for helping me throughout my internship at Shahjalal Islami Bank Limited and motivating
to think critically and practically on an organizational perspective. Lastly, I would like to thank
all the other personnel, both at BAUST and Shahjalal Islami Bank Limited, for their kind and
patient assistance provided to me. It would have been really difficult for me to prepare this report
without their cooperation.………………...

Md. Shourov Ahmed

ID No.: 180111061

BBA (Major in Finance)

Department of Business Administration

Bangladesh Army University of Science and Technology

Saidpur, Bangladesh

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 Executive Summary

Shahjalal Islami bank started its journey to attain its vision and mission on 1 st day of April 2001
under the Companies Act, 1994 as a public Limited company. SJIBL believe that success depend
on the ability to consistently satisfy the every changing choice of customer.

In this report I have discussed about every major aspect of my work experience during my
internship period. I have worked on general banking section of SJIBL.

The main objective of this study is to give a brief idea about SJIBL’s general banking activities,
customer satisfaction, deposit and savings products, and retail loan product and explain my
duties and responsibilities in Shahjalal Islami Bank over these three months.

In this report the first part is about overview of Shahjalal Islami Bank Ltd, mission and vision of
Shahjalal Islami Bank Ltd. Part two is about the job description. And the third part is regarding
the customer satisfaction services provided by SJIBL.

For collection of data for this report I have used both primary and secondary sources. I have
collected the data from personal observation and informal discussion with the employees of
Shahjalal Islami Bank Rangpur branch and my other sources were SJIBL’s annual reports,
published documents on the internet, etc.

At the end it contains an analysis regarding few of the services provided by the general banking
division which gives an idea about the success of the general banking division of Shahjalal
Islami bank.

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 Table of Contents
Chapters Page no.
st
1 Chapter Introduction 09
Introduction Report Background 10
Study Rationale 11
Report Objective 11
Data Source 11
nd
2 Chapter Overview of Company 12
Overview of the SJIBL Vision 13
Company
SJIBL Mission 13
Object of SJIBL 14
General Banking Activities 15
Product and Service Offering 19
rd
3 Chapter HR Job Analysis and Design 23
HRM Functions Recruitment and Selection of Employees 24
Literature
SJIBL HR Strength 25
Review
Management of performance 25
Payroll, Incentives and Benefits 25
Relations between Labor and Employees 26
4th Chapter SJIBL HR Strength 27
SJIBL HRM Human Resource Development (HRD) Mission 28
SJIBL Rank Structure 29
SJIBL HR- Major Functions 30
th
5 Chapter HR Talent Culture and Talent Acquisition (Selection & 31
HRM major focus Recruitment)
Development & Training 35
Evaluation & Management Performance 37
Compensation & Benefits 40
Employee relation and Workplace Environment 44
Organizational Development 46
6th Chapter Recommendation 50
Conclusion 51
Reference 51

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 Chapter One: Introduction
(The scope of your study emphasizing on the necessity of internship, objectives methodology and

limitation of the study).

Chapter Two: An Overview of SJIBL/Organization

(Company Overview of Company SJIBL Vision, SJIBL Mission, Object SJIBL General Banking
activities, Product and Service Offering)

Chapter Three: Description of Job Done during Internship Period

(Job Analysis and Design, Recruitment and Selection of Employees, Training and Development of
Employees, Management of performance, Payroll, Incentives and Benefits, Relations between Labor and
Employees)

Chapter Four: SJIBL HRM

(SJIBL HRM, SJIBL HR Strength, Human Resource Development (HRD) Mission, Team HR- Shahjalal Islami

Bank Limited Organogram, SJIBL Rank Structure, SJIBL HR- Major Functions)

Chapter Five: HRM major focus

(HR Talent Culture and Talent Acquisition /Selection & Recruitment Development & Training,
Evaluation & Management Performance, Compensation & Benefits, Employee relation and
Workplace Environment, Corporate Development).

Chapter Six: Recommendation & Conclusion

(Results and Recommendation Conclusion Reference)

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 1st Chapter
Introduction

Introduction
Human Resource is a developing division in the business world in a new era. Large organizations
have previously neglected HRM. The scenario today has been changed and most of the
organizations stress HRM procedures. The principal reason is, an organization does not run by
the machines. It runs by the people and personnel. Therefore, in order to achieve long-term
economic success, it is vital to take care of these human resources. SJIBL also stresses the use of
HRM. My main aim in the internship report is to grasp Shahjalal Islami Bank Limited's world of
human resources practice.

History of the report

The sector of employment is changing quickly. There is little doubt. HRM must be equipped as a
member of the organization with equipment that may affect the results of the changing working
worlds. That means that they grasp the consequences of globalization, technological
development and variety of workforce. Changes in technology, ongoing improvement efforts,
non-regular workers, decentralized jobs, and the participation of employees pose tough issues.
HRM's support of HRM currently represents an important challenge by offering the simplest
skills for roles which can be taken up as soon as possible. It can be a terrific job to check
availability and to start a plan. Choosing the proper candidate and the easiest one on time might
also be tough. It is quite vital to have recruitment costs. Developing a strong plan and plan is
therefore a task that needs more focus and refinement. Other essential parts include civil rights
and sourcing. We have endeavored to recognize these needs through the prudent moves made by
companies and to uncover theoretical distinctions and commonalities. In addition to selecting the
appropriate supplier software, the process to automate human resource practices using HR
software is highly significant.

The study is rational

When they may be used in actual life, research is of enormous importance. Most knowledge of
theory is of little significance unless it can be used in actual life. Therefore, the information must
be applied appropriately in order to receive any value from theoretical understanding. To use the
theoretical knowledge in these domains in a suitable manner the application can be made via an
internship.

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The study's objectives
Shahjalal Islami Bank Limited will provide an improved analysis of prevalent HR practices. This
paper shows how SJIBL has grown specialized in different recruitment and selection training and
development procedures, performance assessment, remuneration and HR activity.

1. Goal of the Board

• Identify the type of practice implemented by SJIBL HRM.

• Enhance my experience.

2. Target Specific

• Identification of internal administrative and administrative systems.

• Analyze your organization's overall human resources practices.
• The steps needed to address the situation are recommended.

Sources of data

Towards primary data:

Primary data: Primary data were gathered in one-to-one talks.

The secondary data:

The secondary data: For this report, secondary data sources are:

• Yearly report from SJIBL.

• Website of SJIBL.

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 2nd Chapter
Overview of the company
Overview of the company
On 10 May 2001, under the Islamic Sharia Principles of the Banking Companies Law of 1991,
the shahjalal islami bank limited (SJIBL). SJIBL expanded its service portfolio by the opening of
new branches in several policy areas during that period. A country that provides both investment
and deposits with a variety of services. In essence, Islamic banks offer non-interest banking and
trade smart business products, generate actual imports and enhance the economy's GDP. The
board is highly qualified in the country's business area, and under the direction of senior banker,
Mr. Muhammed Shahidul Islam, the management team is strongly competent and supportive.

SJIBL's Vision
To be the unique modern Islami Bank in Bangladesh and to make significant contribution to the
national economy and enhance customer’s trust, wealth and services, quality investment,
employee’s value and rapid growth in shareholder’s equity.

SJIBL's Mission:

• To provide quality services to customers

• To set high standards of integrity

• To make quality investment

• To ensure sustainable growth in business

• To ensure maximization of shareholders wealth

• To expand the customer’s innovative service acquiring state-of the-art technology blended
with Islamic principles.

• To ensure human resource development to meet the challenges of the time.

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Objectives of SJIBL:

From time immemorial Banks principally did the functions of moneylenders or "Mohajans" but
the functions and scope of modern banking are now a days, very wide and different. They accept
deposits and lend money like their ancestors, nevertheless, their role as catalytic agent of
economic development encompassing wide range of services is very important. Business
commerce and industries in modern times cannot go without banks. There are people interested
to abide by the injunctions of religions in all sphere of life including economic activities. Human
being is value oriented and social science is not value-neutral.

Shahjalal Islami Bank believes in moral and material development simultaneously.

"Interest" or "Usury" has not been appreciated and accepted by "the Tawrat" of Prophet Moses,
"the Bible" of Prophet Jesus and "the Quran" of Hazrat Muhammad (sm). Efforts are there to do
banking without interest. Shahjalal Islami Bank Limited avoids "interest" in all its transactions
and provides all available modern banking services to its clients and wants to contribute in both
moral and material development of human being. No sustainable material well-being is possible
without spiritual development of mankind. Only material well-being should not be the objective
of development. Socio-economic justice and brotherhood can be implemented well in a God-
fearing society.

The other objectives of Shahjalal Islami Bank include the followings:

• To conduct interest-free and welfare oriented banking business based on Islamic Shariah.

• To implement and materialize the economic and financial principles of Islam in the banking
arena.

• To contribute in sustainable economic growth.

• To help in poverty alleviation and employment generations.

• To remain one of the best banks in Bangladesh in terms of profitability and assets quality.

• To earn and maintain a 'Strong' CAMEL Rating.

• To introduce fully automated systems through integration of information technology.

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 • To ensure an adequate rate of return on investment.

• To maintain adequate liquidity to meet maturing obligations and commitments.

• To play a vital role in human development and employment generation.

• To develop and retain a quality work force through an effective Human Resources
Management System.

• To ensure optimum utilization of all available resources.

• To pursue an effective system of management by ensuring compliance to ethical norms,

transparency and accountability at all levels.

General Banking Activities:

Account opening

One cannot be a customer of the bank without opening an account. Account opening is an
agreement between the customer and the bank. The form of account opening acts as contract
evidence. So, account opening is one of the most important activities of a bank. The rules and
regulations for opening of an account can vary according to types of accounts.

Types of Accounts:

1. AL-Wadiah Current Deposit

For private, individuals, merchants, traders, importers and exporters mill and factory
overset this type of account is advantageous. The minimum deposit of Tk.5000 for
opening of a current account is required with reference.

The benefits of current account are as follows-

• Statement of account on monthly basis/any time.

• Free cheque book Statement by fax on demand

• Any number of transactions a day.

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2. Mudaraba Savings Deposit

There is restriction on withdrawals. Frequent withdrawal is prohibited. The saving account is

primarily for small-scale savers. The main objective of this A/C is promotion of saving
money.

Highlights of the Account

• 7 days notice is required for withdrawal of large amount.

• Frequent withdrawal is not encouraged.

• Minimum amount of Tk.2000.00 is required as initial deposit.

• Normally withdrawal is not allowed more than one time in a week

3. Mudaraba Short Notice Deposit (MSTD) The Bank offers more profits in the short-term
deposit than savings account. The depositors must keep their money for at least six months
to get the profit. Generally, it is suitable for various big companies, organizations and
govt. departments

4. Mudaraba Term Deposit Receipt (MTDR)

When an account of cash is kept in the bank for a fixed period of time these deposits cannot
withdraw money from the bank before the maternity of a fixed period. When the depositors
open these types of account the banker issues a receipt acknowledging the receipt of money,
on deposit account. For three and six and twelve months the rate of interest is 12.5%,
12.75%, and 13% respectively.

5. Monthly income scheme:

It is a monthly income scheme that really makes good sense for a sure investment for a
steady return.

Highlights of the Scheme:

• Minimum deposit TK, 50,000.00 and profit will be TK, 450.00.

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 • Higher monthly income for higher deposit.

• The scheme is for a 5-year period.

Objectives of the scheme

• The depositors have to fill up forms for opening this account.

• The receipt, which is provided by the bank to the customers, is not transferable.

• The Bank will not provide profit to means if this deposit is withdrawer within one
year of opening the account.

6. Mudaraba multiple Deposit scheme

Investment leads a country to industrialization. But saving is the main source of investment.
Without saving a country cannot build up capital. For this reason saving is called the skeleton
of development. This is a nine years deposit, which increases the deposit more than triple.
Shahjalal Islami Bank offers mudaraba multiple savings by creating more conscious and
encouraging people to save.

7. Hajj Deposit Scheme:

Hajj deposit at monthly installment from 1(one) year to 25 (twenty five) years are accepted
under the above scheme to enable the account holder to perform hajj out of the accumulated
saving with profit.

8. Money Grower

Money gradually grows in this account. It is a monthly savings scheme. It secures the future
with ease. A small saving today will provide comfort tomorrow.
Product/ service Offering:

Being a commercial bank, Mutual of Shahjalal Islami Bank Limited provides all banking
services to its customers and moreover it also offers a wide range of modern services and
products to its clients the product lists of Shahjalal Islami Bank Limited are as follows:

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Deposit Schemes:

• Millionaire Scheme

• Double the Money Scheme

• Monthly Income Scheme

• Monthly Deposit Scheme

• Hajj Scheme

• Mudaraba Bibaho Scheme (New Product)

• Mudaraba Cash Waqf Deposit Scheme (New Product)

• Special Term Deposit Scheme (New Product)

• Mudaraba Mohor Deposit Scheme (New Product)

• Mudaraba Shikhkha Deposit Scheme (New Product)

• Mudaraba Housing Deposit Scheme

• Mudaraba Lakhopoti Deposit Scheme

• Mudaraba Small Business Deposit Scheme

Investment Schemes:

• Doctors Investment Scheme

• Education Investment Scheme

• Executives Investment Scheme

• Marriage Investment Scheme

• Overseas Investment Scheme

• Household Durable Scheme

• Small Business Investment Scheme

• Housing Investment Scheme

• Small Entrepreneurs Investment program

• Medium Entrepreneurs Investment program

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 • Rural Investment Program (RIP)

• Car Investment Scheme

• CNG Conversion Investment Scheme

Services:

“Shahjalal Islami Bank Limited” offers the full range of banking services for personal and
corporate customers, covering all segments of society within the framework of Banking
Company Act and rules and regulations laid down by our central bank. Diversification of
products and services include Corporate Banking, Retail Banking and Consumer Banking right
from industry to agriculture, real estate to software and is backed by the latest technology.

The Bank has a strong Shariah Council consisting of prominent Ulama, Fuquah & Economists
who meet periodically to confer decisions on different Shariah issues relating to Banking
Operation & to address them and to give necessary guidance to the management on Shariah
Principle. Since inception, Bank has been performing in all the sectors i.e. general Banking,
Remittance, Import, Export and Investment. All our branches are fully computerized having on
line Banking facility for the clients.

The services of ShahJalal Islami Bank Limited can be pointed out as follows:

• Online services

• Automated Accounting

• Integrated System

• Signature Verification

• Any Branch Banking

• ATM Services

• POS Services

• SMS Push Pull Services

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• Other Delivery Channel Services (to be implemented)

Finance:

To provide interest-free Banking Shahjalal Islami Bank has adopted the following modes of
investment:

1. Musharaka (equity participation on the basis of sharing profit and loss)

2. Mudaraba (sharing of profit and loss in business where one of the partners provides expertise
and management and other partner provides capital remaining inactive)

3. Murabaha (buying and selling of commodities goods etc. with profit)

4. Bai-Muajjal (credit sale with profit)

5. Ijara (leasing for rent)

6. Hire purchase or Shirkatul Melk

7. Bi-Salam (purchasing of agricultural products while in production and providing advance

money to the producers)

8. Istisna (purchasing of industrial products while in production and providing advance money to
the producers).

9. Quard.

Capital: The authorized capital of the Shahjalal Islami Bank Limited (SJIBL) is Tk. 10,000
million and paid-up capital of the Bank stood at Tk. 7347 million as on 31 December 2015. The
total equity (capital and reserves) of the Bank as on December 31, 2015 stood at Tk. 7747
million.

Markets: By now, the Bank established correspondent Banking relationship with 18 Banks
covering their global network of 385 branches/units of international repute at different important
locations. It also established accounting relationship with 10 Banks and maintaining 22
NOSTRO Accounts in 8 (eight) major Currencies at different convenient locations.

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 3rd Chapter
Review of HRM literature
HR feature
In the corporate value chain, the real function of HRM is vital. Some academics have postulated
that the tasks of the HRM is a crucial factor for attaining the objectives of the company and
building a sustainable competitive advantage inside a business in its operating market. This is
achieved through the policies of each enterprise and the ways of attracting and retaining the
suitable personnel to satisfy their needs (Holland, act 2007). The HR feature can be considered to
have six menus that allow enterprises to select the best practices. Decision maker and Kramer
(2008, p. 58) identified that each menu had unique HRM functions (design, benefits, working
analysis, performance management, wage structure, recruitment, training, development,
incentives, employment).

Job Design & Analysis

The process of gathering details about work, including education needs, development standards,
and proper decision-making (De Cieri & Kramar, 2008, p. 60), for various objectives. Can be
made available. Wages and levels of productivity. Work design addresses the occupations
necessary for a certain job.

Two particular elements are here. Firstly, company needs to meet the requirements of the
business in terms productivity of quality. Secondly, need for employees and for a rewarding
working environment; Bell 2003; Stewart 2006) Bell 2003 In fact, HR practices are more
effective than human resources planning techniques, so that both employers and organizational
activities which apply this strategy need to be clearly understood. Dessler 2003, Anthony,
Kacmar and Perrewe 2002.

Employee Recruitment and Selection

Recruitment is defined the process by which organization searches candidate and attracts
potential staff. The selection is about the way an organization selects people with the knowledge,
capabilities, skills and other properties that assist them meet their objectives. The general
objective of the recruiting and procedure of the process of selecting is to achieve the quality
number of personnel necessary to engage the employee demands of an organization, at a low cost
(Amstrong 2003, P395)

Employers are trying to choose appropriate people and to use them. Job’s searchers acquire
information on the company and the current job at the same time. We rely on incomplete signals,
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because all selections and possible qualities are not fully known to us (Chan & Kuok2011).
Businesses wanting to swiftly repair vacancies or organizations who do not desire recruitment
processes, such as job analysis, have discovered that the quality and number of candidates may
be less discriminatory (Carless2007). Recruitment organizations When the cost of hiring errors is
significant, companies become cautious and employee turnover rates grow.

Employee Training and development

Training is not just a technique of learning the skills employees require. It is also commonly
regarded as a symbol of the efforts of an employer (Storey & Sisson2003).

Training investment and development plans implementation are increasingly acknowledged as a

significant component of the HRM (Oakland & Oakland 2001). Studies in several businesses and
disciplines have proven that all investment in education and employee commitment have a
favorable link. It has been found. Found it. (Foundation and Buren 2001). For an example, Irving
and Thomas (1997) completed research and Marchenton (1997) and Wilkinson (1997) focused
on the efforts of staff among a hospital management, nurses and staff & office workers. When
businesses are worried about and sense their demands for education & development. In
summary, the right training helps employees settle down pleasantly to increase the quality of
staff to be acknowledged for their skills. Visser 2001 and Kyndt et al.

Management of Performance
Management of performance is mainly It concerns the individual. It ensures that the activities
and results of the employees comply with organization’s goals, focusing on performance
planning & improvement, and retrospective evaluation of performance. In this regard,
management functions as a partner to enable you and your personnel to work together to
accomplish the required goals. It requires managers to be transparent about how performance
evaluation may improve the organization.

Payroll, Incentive and Benefits

Payroll is an essential HRM feature. Wage systems play a significant role in implementing the
policies in AS De Cieri Kramer (2008, P62) countries. The quality of your working, your
approach towards clients and your flexibility and your readiness to acquire new abilities
influence people's salaries, higher pay or profit levels as compared with competitiveness
companies ensure high-quality staff are attracted and retained. Wages do not measure time spent
by workers and if their efforts are worthwhile (Ryan & Sagas2009). The incoherence theory was
used by Rice, Makufarin and Bennett (2006). What other workers in the organization are
receiving is one standard an employee might utilize. The employees' salary will be satisfied. If
the time, energy and effort that they receive is the equivalent they offer to what others receive.

20 | P a g e
Unhappiness with salaries might occur, especially if their contributions & efforts outweigh the
benefits of the business and the workplace.

Relation between labor and employees

The phrase "employee relationship" refers to efforts made by an enterprise for the management
of employer-employee relationships. Organizations with great staff relations programs treat all
employees fairly and consistently and guarantee that staff is committed to and loyal to the job of
its employees. These programs are designed to prevent and resolve workplace conditions
difficulties.

The employee relation program is typically part of a human resources strategy to guarantee that
people are utilized best for the mission of a firm. A strategy for human resources is a planned
plan that a corporation utilizes to acquire a competitive edge on the market. The Employee
Relations programme, focuses on employee issues, including work-life balance support, pay and
benefits, and safety at work

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 4th Chapter
SJIBL Human Resource Management
SJIBL Human Resource Strength:
Human capital

Human capital is the strength of effective management of human resources. Significant

components have demonstrated business success. SJIBL's main focus is on recruiting the highest
resources and developing and maintaining human resources programs. SJIBL is constantly
developing and developing its personnel, implementing policies and procedures in Human
Resource Management and contributing actively to the achievement. It has also been an efficient
resource, linked to good business performance. SJIBL, the company's construction and
management, regards human resources as crucial. All personnel are developed and motivated to
contribute best to the achievement of the objectives of the organization.

HRD (Department of Human Resources)

The SJIBL HRD works with different departments strategically to identify and solve changing
business demands. SJIBL's HRD, a strategic partner, creates a diverse, highly productive and
efficient work environment with an ongoing improvement and great customer service. We want
to develop a healthy culture focused on service and to maintain a decent work-life balance. It
promotes staff participation in day-to-day operations and builds team spiritual cooperation with
an emphasis on quality.

We have valuable resources. The SJIBL talent drives us. A team of people who consider human
resources as a major asset, we participate in state-of-the-art practices in financial industry and
appealing employers. SJIBL offers a range of professional and personal development
opportunities, while encouraging respect, trust, cooperation, and partnerships in a business
environment. We do so because skills and passion for employees are crucial components for
sustained results.

For the previous 20 years we have been working and have a difficult job prospect for young
enthusiasts. The Department of Human Resources at SJIBL strives consistently to collect, keep,
develop and inspire personnel.

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Team HR- SJIBL Organogram

HR Head, SJIBL

Assistant
Manager, SJIBL

Sr. Executive Executive Assistant

Senior Manager
Officer Officer Officer

SJIBL Rank Structure

Managing Director

Deputy Managing
Director

General Manager

Deputy General
Manager
HIERARCHY OF SJIBL

Assistant General
Manager

Senior Manager

Manager

Assistant Manager/
Management Trainee

Senior Executive
Officer

Associate

Junior Executive Officer

Trainee Associate

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SJIBL HR Major Functions
The key feature strategies to recruit, retain and develop people in a safe work environment,
where there is a chance of contributing to the quality and exponential growth of the partner
company.

• Recruitment for effective use of the human resources of the organization

• Evaluation of the need for training, training and skilled and senior training

• Measurement of personnel

• Performance assessment systems management for

• Developing and documenting personnel resource policies to co-ordinate and oversee employees
and companies through service, policy and program staff members, improving and resolving
differences. Identification of opportunities

• Design, management and management of companies

• A broad corporate procedure to tackle issues including job cycle, succession planning and the
identification and retention of key employees.

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 5th Chapter
HRM Major Focuses
The key focus strategic partners to retain, attract, nurture and talent by specializing in the 6 key
areas:

1. HR Talent Culture and Talent Acquisition (Selection and recruitment)

2. Development & Training
3. Evaluation and Management Performance
4. Compensation and Well-being
5. Employee relations and the Workplace Environment
6. Corporate Development

1.HR Talent Culture and Talent Acquisition (Selection & Recruitment)

Put the right people at the right time in the right place

We need to put the right people in the right place at the right time. To this end, we must focus on
the efficacy of our recruitment processes and on the further search for the ways to the
recruitment process. The recruitment also recognizes the necessity for more analysis in order to
understand employees’ levels of needs and efficiency in recruitment techniques. Benefits of
SJIBL are used to secure the vacancies for the most competent individuals in recruitment and
selection. SJIBL provides equal opportunities for all applicants without infringing national
legislation on the race, faith, sex, age, handicap or other standards. Recruitment and selection are
based on factors which are exclusively relevant to the company. Coherent recruiting and
selection enhance justice, diversity and openness. All laws, rules and policies of State will be
complied with.

SJIBL process of recruitment It is quite clear and clearly stated that recruitment process. HR will
place an online ad on the website of bdjobs.com and put an ad on print once hired. The request
will be sent via email or email. SJIBL prepares a written exam after the time has elapsed and
candidates for a written examination will apply for an interview with the selected candidate. The
Management Committee shall be appointed whether the selected individuals are appropriate for
the medical examination.

SJIBL offers equal opportunities for all the applicants irrespective of sex, age, creed, origin,
handicap, race, or politics. Recruitment & selection are based on characteristics linked to work.
The recruitment procedure based on SJIBL includes the following steps:

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 • Selection CV or CV Recruitment Proposal
• Treatment of interviews
• Completed a written review, submission, etc., or interview or recruitment.
Two types, internal and exterior, are employed by SJIBL. When positions are created, SJIBL
attempts to fill the posts from inside first. Can the external recruitment of the organization locate
appropriate applicants internally? SJIBL employs both domestic and outside sources. In some
respects, the choice of sources depends on the work level or the job location. The way to advise
senior management workers, for example, is extensively used.

Approval for Recruitment

If the Chart / Human Resources Plan of the Organization has been agreed to the Directors,
recruiting G1 to G5 isn’t a member of the Recruiting Committee and no other Member has to be
approved. HOD planned its own organization's programs within the organization at the
beginning of the fiscal year, and the HR Managing Director has been approved or consulted.

Process of selection

SJIBL has many techniques of assessment in the process of selection. First, SJIBL decides on the
actions to be done in the process of selection. You must provide the selection order to implement
these steps. It indicates that every stage of candidate, contender, finalist and recipient is flowing
regularly. The following are the guidelines for SJIBL staff assessment:

CV Screening Procedures:

Positions Preliminary Screening Test Final Screening Test

Non-Administrative Positions
Management Trainee or
Deputy Manager
Rank of Deputy Manager
Position
Concerned Officers of HRD
Department
Relational HRD Manager
Related Division Manager
Relational HRD Manager
Related Division Manager
Relations Executive HRD
Division
Head of HRD

Interviewing Procedure:

➢ Fixed time to the necessary interviewees

➢ Fixed time and venue for the interview
➢ Issuance of interview letter / telephone inquiry.

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Recruiting Assessment
Candidate's Experience Salary Knowledge Attitude/Initiative Verbal Overall Possibility Your
Name & Communication Presentability/Appearance of staying Choices
Current Expected Orientation in SJIBL (Priority)

Written Exam

Written test Review Final review

Non- Admin Officer HRD Executive HR Officer

Department
Head

Management Trainee HRD Executive Department Head

Interview Assessment

Job Post Preliminary Section Final Section

Admin Executive Head of HRD /Department Head of HRD

Probationary Officer Head
Executive Officer
Officer
Management Trainee Departmental Head Managing Director
Head of HRD General Managers
Head of HRD

Provide the Human Resources Manager with the evaluation score sheet.

The CEO and MD finish the aforesaid position interview in the individual final interview with
the management trainee.

Completion of Recruitment — The candidates will be completed by the final review committee.

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- The person in charge of human resources shall determine the compensation ratings of the
applicants selected on the basis of their knowledge and experience in connected areas.

Whilst the organization is not large, it has full compliance with its recruitment policy. But every
day the firm increases. It is also developing the HR department. The company recruits students
through applications for news promotion or internships. The recruitment system for the campus
is now suggested.

This technique enables them to identify smart, new and skilled staff. The organization must
therefore take steps to get the process going as soon as feasible.

SJIBL Selection and Recruitment Process Overview

Step 1: Recruitment assessment and notes creation.

Step 2: Open-source CV Collection, open-source collection, print collection and the web.

Step 3: CV selection in the position required.

Step 4: Interview with the primary and written exam

Step5: Cross secondary exam

Step 6: Credit Check for Primary Candidates.

Step 7: Candidate and last story

Step8: The selected candidate's approval memo.

Step 9: Enter the character combination.

Request approval from management.

2.Development and Training

Training Support Talent Employees eager in learning and improving are a solid sign of a well-
employed business. Staff at work are seeking to learn more about their company and industry
and to better their performance in their organization. Employers who want to maximize their
employees' worth and foster loyalty are regarded winners of all educational workers. Education
programs improve leadership skills and awareness. SJIBL acknowledges educational input for
efficiency improvement. Training policy is applicable to all employees and strive for adequate
training in order to reach a desirable level of performance.

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In order to address the needs of individual employees, SJIBL creates and provides quality
education and other related initiatives. We also encourage staff to take responsibility for the
improvement of their talents with a focus on education and skills opportunities. Because we
regard our people as our most important asset, we commit considerable time and effort to
improve our staff and occupations. Training and seminars at home and abroad are best supported
by our personnel.

• Compulsory Training Program • Different Institutions in the Education • ETNA and Online
TNA • Training Program • Customized Training Program •

SJIBL assures the continued efficiency and profitability of training. The educational policy of the
organization seeks to provide enough training for all its employees, so that people are able to
attain an acceptable workplace performance. SJIBL is developing and providing high-quality
learning and training initiatives that satisfy every employee's needs. The organization values
talent in the field of education and development and encouraged to take responsibilities for their
own growth. They consider their employees to be their most precious asset, and they invest
considerable time and effort in their personal and professional development. Through national
and worldwide related education and workshops, the SJIBL encourages and supports its
employees in their efforts.

In accordance with Training Demand Analysis (TNA), the SJIBL Working Group categorizes
training programs and performs them.

Overseas Training Means the abroad course. For senior and mid-level personnel, SJIBL offers a
series of overseas training programmes. In Malaysia, Singapore and Bangkok, USA, SJIBL
conducts this form of training for international teachers. Such instruction is therefore very
practical. Once the training program has been completed, students are back to Bangladesh and
other staff are trained.

Customized workout

The main program describes a group of employees in which the same training applies. The
relevant trainer/trainer will run the program according to the requirements of the SJIBL training
staff. For individuals and companies, these types of programs are cost-effective.

Home Program

Home training means training of office staff. This form of training is provided by SJIBL trainers.
These trainers are generally hired under contract by companies.

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Public Training

How SJIBL recommends employees on TNA-based education on programs organized by

different local educational institutions.

SJIBL gives a lot of training and is particularly concerned in the development of its employees.
SJIBL organizes education at public, private, home, and international. That is why the
corporation spends so much money preparing its personnel towards the future.

Form of education and assessment and feedbacks

Thanks for your involvement in this procedure. Thank you for the feedback and
recommendations. It will be assist the Human Resource department in assessing future training
needs.

See the answers below for each question and choose the proper options.

• Candidate Name
• Division
• Common Information
• Days (Period) or Name of Participant (Optional)
• Local • In-house / Custom Organizer • Local • Foreign • Customer / Education Program

Did you at the end of the program achieve your educational goals?

• Certainly, or sometimes not.

• Can I use the knowledge I have learnt through education?
• Certainly o Certainly not sometimes
BEFORE The amount of education content is:

• Perfect or Too small or too small

3. Evaluation and Management of Performance

Evaluation of performance

Performance Assessment can help people and businesses establish objectives. Creating an open
climate for communication. The best performance evaluations give feedback and ideas on
improvement and often comprise of interactions between managements and staffs. SJIBL is a
successful enterprise. SJIBL Performance Assessment is the most significant way for a firm to
assess the performance of an employee and plan its career. Motivation of the SJIBL performance
evaluation system is merely to maximize the efficiency of the aims and guidelines of the
organization to meet each member's wishes. The performance assessment system is completely

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designed to assess the skills of all full-time workers. The distribution of this comprehensive
assessment form approved by the process manager begins.

Management of performance

SJIBL has a strong human culture. HR culture. As a local corporation, there is a technique of
self-evaluation. Measure productivity in a variety of evaluation forms for your organization.
These two strategies are utilized for diary evaluation and participant observation. Staff
performance evaluations are carried out utilizing multiple matrices. Whether you need further
training or any development towards your personnel. SJIBL needs a fair assessment method.
Staff are assessed twice a year. The employee assesses himself first and talks to his manager in
the final assessment. If an employee objects to the assessment, the effect can be shown on the
assessment sheet. Although this approach is applied, the relationship with the supervisor is
expected to suffer, thus there are mentioned something in the evaluation sheet.

The field of performance, competence, responsibility and assessment of attitudes. This

performance is represented in the salary and promotion review based on the performance
appraisal of the employees.

SJIBL Fully follow strategy with all functional phases and mechanisms for performance
evaluation. They strive to construct employee performance evaluations twice a year.

Performance evaluation form is based on employment goals

1. Name:

2. Specification:

3. Date Joined:

4. SJIBL Employment History:

5. Education/Employment Degree:

a. Excellent
b. Very Good
c. Good
d. Satisfactory
e. Unsatisfactory

Criteria:

a. conducts
b. results of days
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 c. skills
d. qualifications
e. comfortability
f. work accuracy.
g. individuals

Employees' vitality and settlement are opportunities to advance. In the lack of proper incentives,
employees may not establish long-term business and coaching relationships. Concurrent gain the
greatest employees by giving better salary and benefits to individuals. Staff promotions and
bonuses allow you to avoid the need for an employer to depart.

Promotion of SJIBL indicates the efforts of management to recognize and compensate for
excellent outcomes. We encourage people to seek possibilities in the firm to advance. It also
helps to satisfy and retain employees. The promotion of an employee takes into account all the
criteria essential to identify which qualifications and skills are most appropriate to the job.

Promotional personnel should be examined on the basis of the following criteria:

• Liquidity of the market

• Increased roles dimension and complexity
• Resource classification (important resources, main resources, HIPOs, etc.)
• Mobility
• Individual track of performance
• Quality of leadership
• Vintage
• Attitude and conduct

Increase the motivation of the employees

SJIBL constantly acknowledges people's efforts to make a difference. SJIBL staff receive annual
incentives to reward individual efforts, hard work and commitment. Furthermore, the Spot
Award is presented to those who are willing to face new challenges and contribute to areas other
than routine job. Recognition of an employee's contribution to exceeding expectations is a
reward. It involves monetary worth sometimes and it does not sometimes. At SJIBL, managers
are particularly rewarded, motivated, motivated and even traveling the mile.

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4.Compensation & Benefits
Compensation Team

The SJIBL HR and compensation team is a platform to debate various employee-related

problems in the organization. The major job and functions of the team is to support HRD in
designing & administering a fair and transparent process for defining the overall talent policy of
the firm. The duty lies with the commission to ensure that the corporation reaches, in the
following respects, a broad range of equal opportunities and transparency:

• Adequate Recruitment policy

• Compensation & benefits depends on skills and experiences
• provide facilities for development and training
• Performance appraisal based on individual achievements.
The team may also measure other market statistical relevant to the success of the company.
Research related concerns are also important.

Benefits & Rewards

SJIBL achieved a competitive edge with huge rewards and advantages on the market. SJIBL
carries out pay surveys to measure market trends.

• 2010 Compensation and Benefits Research

• The Benefits and Compensation Investigation 2014

Different new policies / wages

• Provident loans and Personal loans

• Medical insurance, life insurance & other terminal benefits.
• Holiday privileges
• Schemes of Education Assistance, Social Fund
• Household allowances
• Transportation allowance
• Mobile phones bills
• external benefits, allocations for skills

Services and privileges

• Mortgages
• Transportation credits
• Staff loans
• PF credit

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 • Hospital schemes
• Insurance Life Compensation coverage
• Holiday perks (compulsory leave, maternity leave, etc.)
• Household allowances
• Transportation facility
• Mobile phones - bills

Other Benefits

• Disability gifts for babies

• Plans for educational support
• Funds for welfare
• Sport prizes
• Celebration of employee birthday
• R Employees' wedding gifts
• Holiday perks

Terminal Advantages

Fund earned by employees: All staff confirming 10 percent of their basic income would be
deducted from the accumulation fund. The corporation is also expected to contribute at the same
rate.

Leave

• Annual allowance: 25 comprises 15 calendars of 25 working days

• Compulsory holidays: allowed for a total holiday of up to 90 business days.

• Casual vacation: 5 days

• Duration of sick leave:

- Full payment for first 30 days

- Half-paid next 30 days
- 60 days or more and unpaid for up to 180 days

• Maternity leave: up to 6 months

Gratuity

Completed years of services as a confirmed Payment of gratuity for each completed

employee year of services
5 years & above, up to 10 years 1 month basic
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 10 years & above, up to 15 years 1.5 times of basic
15 years & above 2 times of basic

SJIBL Hospitalization Scheme for employees

• This scheme is entitled to all identified employees of our organization.

• The stipulations of the agreement made between SJIBL and Insaf Barakah Kidney and
General Hospital shall be complied with.

• The staff member is exclusively responsible for sending officially completed paperwork to
the Administration and PR department. Inclusion of spouse and staff in the hospital system

• In cases linked to childbirth, a claiming mother (employee/spouse) have to inform

supervisor at least 9 months before such a claim.

SJIBL Employees Welfare Fund

Confirmed SJIBL employee: The objective of this fund is to provide the employee or his
family with a statement of appreciation or financial support

5.Employee Relations and the Environment

Healthy workplace promotion

SJIBL's objective is to move towards a holistic approach to a friendly environment. This is in the
best interest of people and institutions in general. Employees have beneficial working hours to
balance their employment with their own personal interests. SJIBL guarantees that health and
safety at work correspond to internal rules and procedures on health and safety. It also creates,
organizes and implements measures to avoid injuries and illnesses at work to set standards for
education in health and safety. In this context, we arrange by designated doctors fire drills,
monthly medical checkups, vaccine programs, etc. SJIBL also ensures hospitalization insurance
to ensure general health safety for employees and ensures a risk of unintended death via the
Group's life insurance system. The Human Resources and Compensation Committee also
examines particular intermittent problems with employees and their families to compensate them
as much as possible.

Workplace efficiency SJIBL

At SJIBL, we respect originality, fairness, innovation, teamwork, devotion, and professional

excellence and integrity in the highest standards.

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Equal Chance for All Employees

SJIBL is committed to maintain a positive work environment without discrimination on grounds

of gender, religion, age, race or any other characteristics. We guarantee equal right for everyone
to be recruited, chosen, promoted, educated, developed talents and paid.

Positive environment for work

We devote ourselves to creating an environment which is courteous and respectful all times, so
that our employees can perform their best & attain their full potentials.

We encourage people to be imaginative and creative in their professions while allowing

everyone to work together as a team by providing a confidence and support atmosphere for the
business. Senior management is accessible to guide and support ideas that contribute to
performance and continuous development at any time.

In keeping with our friendly fertility policies, fair working conditions, comfortable working
environment and enough fertility benefits, we are glad of the increasing numbers of female
members in the SJIBL Family.

Health & safety of the employees

SJIBL personnel' health and safety is always an essential focus. In this regard, SJIBL conducts
monthly health examinations for employees. The Company also offers hospital insurance to
provide its employees with health insurance and a group life insurance to cover the danger of
unforeseen death. I will do everything I can to maintain a work environment free of
discrimination by race (pikes, nationality, ethnicity or origin), religion or lack of religion/belief,
faith, gender, disability.

• Strong Spirit Team

• Balance of Work Life: Each Day Balance your life & help others to do the same.
• Recognized effort
• Standard of ethics

SJIBL adheres to the highest ethical standards and sees this as an important objective for
businesses. Management expects that staff will fully comply with the law. Each year each
employee must read and sign the Ethics Code, repeatedly displaying the ideals laid out in the
Ethics Code. SJIBL also urges employees to operate in good faith and to spread the message to
the community and the world about social responsibility.

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6.Organizational Development
Succession Plan

SJIBL management has a Succession Plan that provides leadership continuity and prevents costly
vacancies with critical roles which avoid management changes. I know I cannot. I know I can't.
The succession plan was meant to identify and prepare senior management candidates for
retirement, resignation, death or new business possibilities who are vacant. It is SJIBL's
philosophy to examine a firm's leadership needs in a way that picks qualified leaders who meet
the mission and objectives of the company.

Succession Promotion Plan

• Key resource identification and retention

• The Succession Support Plan seeks to support and create a framework in a variety of
fields including: support for effective internal candidates to fill vacancies
• Anticipate future changes in employee demands and changes in skills required in the
organization based on organizational goals, trends and projections of employees
• Through extensive training, mentorship and performance management
• To actively support long-term successors to ensure career progression and to acquire the
diversified work experience required for the future
• By encouraging employees who are viewed as "companying resources"
• Key talents, experiences and beliefs that "promote a culture of progress" and share or are
seen as critical of the company's future.
Objectives are frequently seen as the main aims of creating a robust 'workforce pool' of active
development. This is increasingly regarded as vital for the recruiting and retention of the "best"
people of SJIBL.

This strategy should be able from three viewpoints to meet the aims of the company:

• Organization / Manager / Personal Employee

SJIBL SJIBL Specific Group Department Head of Inheritance Plan => Branch Manager => Unit
Head => Other Important Positions

Department/Department Heads Related to Development Process It is clearly the most accurate

source of successors The Talent Division then delivered the form (annexed as Appendix I) to the
respective personnel.

Each employee has carefully selected and filled out its successors on a form for each
department after rigorous examination.

Send the paperwork and act accordingly to Human Resources for the proper permission.

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 The Department of Human Resources sits with the individual heads of departments to
complete the final plan.

Employee Name Designation Successor Designation

SJIBL HRD at a Glance

Creating Value for Employees

Healthy Work Environment

Embracing Diversity

Competitive Salary & viable Benefits

Work-life Balance

Non-discrimination & Gender Neutrality

Reward the Best & be fair to the Rest

SJIBL Ensures Employees satisfaction, enhancing participation and managing change helps to
align the human resources and business goals.

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 6th Chapter
Recommendation & Conclusion
Result & Recommendation
Important advantages of the HR module system. Most employees do not know the way to apply
for a leave. There is a minimum inclination to apply for a leave through the online system rather
than employees who send email to their supervisor. Later, HR officer will print or take note of
the email copy. So strong recommendation to introduce a "HR Self-Service module system" and
to organize a system modification training session.

Software for upgraded attendance is strongly suggested. Manual monitoring of the application
for leave questioned the utility of the present attendance tracking system. Selecting the right
system is therefore compulsory. The request for leave of employees could not integrate with the
satellite gateway system. As the HR office manual, the leave request is tracked in paper. The
leave request was then amended on a separate Excel file.

It is obligatory to link the HR module to the attendance system. System management access to
HR must give holidays deletion, training, staff visits that are not recognized as vacation.
Employees are required to wear the ID card at the office. It must be followed strictly. ID cards
are for a person's identity and are a part and parcel of HR regulations. When we talk about
professionalism, it all starts with the dress code, the behavior, the attitude and the ID cards. It can
be written in code and behavior.

Conclusion

SJIBL has always provided adequate training throughout the year as an investment rather than as
an expense. More concern needs to be expressed about smooth HR processes via HRIS.

Reference

• SJIBL Website www.sjiblbd.com

• SJIBL Annual Report 2014
• Gary Dessler ‘’Human Resource Management’’, 10th Edition
• http://humanresources.about.com/od/jobdescriptions/f/hr_job_mgr.htm
• Human resource practice in Bangladesh.
• Human resource practice in the 21st century http://www.hrmp21.com/retrived

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