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INFORMATION SYSTEM STUDY REPORT OF

CITI BANK PAKISTAN


FOR THE SUBJECT

MANAGEMENT INFORMATION SYSTEM


(HS – 107)

GROUP MEMBERS

SR.# NAME ROLL NO. #


1. MUHAMMAD ZEESHAN MOBEEN 2010-CE-101
2. MUHAMMAD HARIS KHAN 2010-CE-105
3. MUHAMMAD FAISAL 2010-CE-115
4. FAROOQ SHAFIF 2010-CE-069

SUBMITTED TO

SIR MUZAMMIL AHMAD KHAN


ASSISTANT PROFECESSOR
COMPUTER ENGINEERING DEPARTMENT

COMPUTER ENGINEERING DEPARTMENT


SIR SYED UNIVERSITY OF ENGINEERING AND TECHNOLOGY
KARACHI
ACKNOWLEDGMENT

Following report has been written by a group of students studying in 2nd semester of
computer engineering department, Sir Syed University of Engineering and Technology.
I am also grateful to the other member in our group. We truly enjoyed worked together
in a group and we appreciate our constructive suggestion about our work.
We thanks to Mr. Major Akram khan (Assistant Vice President IT) and Mr.Amin Ismail
(assistant vice president CITI bank), for sparing their precious time and providing us
with quality information. This report wouldn’t have been possible without their invaluable
contribution.
This project is the most emotionally challenging we have ever done. We would also like
to thank our teacher for the course Management Information System, Sir Muzzamil
Ahmad Khan, for giving us an opportunity to practically our knowledge of Information
System and find out hoe system are in corporate in an organization and the steps
required implementing and maintaining a system.

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TABLE OF CONTENT

S.No# TITLE OF HEADINGS PAGE No.#


1. Organizational Overview 04
2. Organizational Hierarchy 06
3. Competitors 08
4. Main Business function of the Organization 09
5. Analysis of IT department 15
6. Role and Activities 18
7. Transaction Processing System (TPS) 23
8. Resources 27
9. Illustration of CBIS 28
10. Human Resource Management (HRM) 29
11. DFD of Bank Management System 31
12. Interaction with other businesses 33
13. Strengths 34
14. Weaknesses 35
15. Threats 36
16. Challenges in future for Citi in Pakistan 37
17. GANTT chart 38
18. PERT chart 39
19. Conclusion , Recommendations and References 40

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ORGANIZATIONAL OVERIEW

Introduction:

Citigroup Inc. is a diversified global financial services holding company whose businesses
provide a broad range of financial services to consumer and corporate customers with some
200 million customer accounts in six continents and more than 100 countries and territories,
dates back to the history of Citibank, which began in 1812; Travelers, since 1864; Smith Barney,
founded in 1873; and Banamex, which was formed in 1884 as a result of the merger of Banco
Nacional Mexicano and Banco Mercantil Mexicano.
Other major brand names under Citigroup's trademark red umbrella include Citi Cards,
CitiFinancial, CitiMortgage, CitiInsurance, Primerica, Diners Club, Citigroup Global Corporate
and Investment Bank, Citigroup Asset Management, The Citigroup Private Bank and CitiCapital.
Below are brief descriptions of many of the most significant business activities.

Vision:

To be a unique global bank and the leading regional consumer bank across Asia Pacific and
Middle East dedicated to our customers, financially strong, consistent committed to the staff and
their development, and delivering sustained superior performance.

Citigroup Global Investment Management:

Citigroup Asset Management provides investment management and related services to a broad
spectrum of clients around the world, from beginning investors to wealthy individuals to large
institutions, both public and private. It boasts one of the most impressive research teams on
Wall Street and some of the most well-known brands in money management - Smith Barney,
Salomon Brothers and Citibank. The Citigroup Private Bank offers boutique service to its
clientele while, at the same time, being backed by the full power of Citigroup. With offices in 59
cities around the world, it is one of the world's most global private banks. Global Retirement
Services provides for the retirement and pension needs of clients around the world.

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Citigroup International:
Citigroup, principally through Citibank, has a long and unrivaled history as a provider of financial
services throughout the world. Its global footprint includes more than 100 countries in North and
South America; Asia and the Pacific; Western, Central, and Eastern Europe; the Middle East;
and Africa. It offers customers personal service and the advantages of a local bank, while its
global platform allows introducing a continuous stream of new and innovative products quickly
and more cost-effectively than competitors.
Citibank in Pakistan:
Citigroup started its activities in Pakistan in July 22, 1961 by establishing Citibank in Karachi.
Now it operates in 6-major cities of Pakistan such as Karachi (2 branches), Lahore (1 branch),
Faisalabad (1 branch), Islamabad, (1 branch) and, Rawalpindi (1 branch) with its seven
branches. Citibank Islamabad involves in:

*Corporate banking *Consumer banking.

Businesses:
With over 1000 employees in Pakistan, they operate through two major business lines; their
Global Consumer Group and Institutional Clients Group, providing a variety of services to more
than 200,000 consumer and corporate clients respectively.
Citi Pakistan has a network of 26 branches across Karachi, Hyderabad, Islamabad, Rawalpindi,
Lahore, Faisalabad, Multan, Sialkot, Gujranwala and Jhelum

Mission Statement
“Money isn't everything, but it can turn your dreams into reality. And the wide range of products
that Citi offers can help you do just that”

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ORGANIZATIONAL HIERARCHY
Chairman Or President
Board of
Directors President Secretariat

Board-Sub Committees Management Committees

Operations Assets and Liability


HRM Sub Sports and Culture Committee Committee
Audit Committee
Committe Committee

Treasury
Management Credit Committee
Group
IT Sub Islamic Banking Secretary
Committe And Subsidiaries Board of
Director

Audit and
Inspection Compliance Group
Corporate Group
and Special Asset
IT Group
Investment Management Group
Banking
Group Commercial
Financial Control and
Retail Banking
HRM and Admin Islamic Banking Group
EBD and TD
Group Division Overseas
Coordination and
Management
group
Credit Management
Operation Group
Group

Overseas Offices
Regional
Offices
Regional HR Regional Operations Regional Credit
Chief Chief Management Chief
Regional Business Regional Compliance
Chief Chief

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Organization management chart:

CEO

EXECUTIVE
DIRETORS

REGIONAL REGIONAL REGIONAL


MANAGER MANAGER MANAGER

BRANCH BRANCH BRANCH BRANCH BRANCH BRANCH


MANAGER MANAGER MANAGER MANAGER MANAGER MANAGER

Manager

Coordinator

TSO TSO TSO

BRO BRO BRO BRO BRO BRO

TSO = Tele Sales Officers BRO = Business Relation Officers


TSO contact the potential customers through phone and try to convince him to become the
bank’s respected customer. BRO assists TSO in the field visits.

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Business process model:

Administration and Management

R & D System
Secondary HRM
Activities
Workforce Planning System
Technology Development

Computerized Ordering System


Organization
Primary Inbound Operations Outbound Sales Services value Chain
Activities logistics logistics

COMPETITORS
Askari Bank Habib Bank Limited

United Bank Limited First Woman Bank


Muslim Commercial Bank PICIC Commercial Bank
Bank of Punjab Dubai Islamic Bank
National Savings Allied Bank Limited
Saudi Pak Commercial Bank Ltd Union Bank Limited
Faysal Bank Standard Charter
Prime Bank Bank Al- Falah
My bank Silk Bank
Sonehri Bank Metropolitan Bank
Arif Habib Bank the Bank of Khaibar
Bolan Bank Limited Platinum Commercial Bank

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MAIN BUSINESS FUNCTION OF THE ORGANIZATION

There are two main functions which are following,

• Corporate banking
• Consumer banking.

• Consumer banking:

In consumer banking Citibank operates in following

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ð City Phone Services:
24 hour, 7 days a week, 365 days a year, Access information, give instructions or register
customer’s complaints with the utmost confidence, complete security and total confidentiality
over the telephone. Customers can use the option of Self Service Banking or get assistance
from efficient Citiphone Bankers.

Manager

coordinator

COB COB COB

PO PO PO PO PO PO

COB = Citi Online Bankers P O = Production Officers

ð Car Financing:

With the increasing demands of everyday life, vehicle ownership has shifted from a mere luxury
to a vital necessity. However, exorbitant car prices make cash purchasing unaffordable. With
the widest range of car loan packages in the market, Citibank Car Financing enables the
customer to get the car of his dreams in affordable and convenient installments. Citibank is the
market leader in the Car Financing market. Citibank provides flexibility of choice, real value and
a premium brand name along with a host of value additions to its Car Financing customers.

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ð Home Loans:

Citibank is offering the widest range of Home Loans Products in the market. From purchasing a
home to furnishing it, from acquiring business assets to financing your children's education
abroad, and from purchasing that perfect plot to constructing the ideal home, Citibank will
provide the best possible solution for customer needs. And that is not all bank will also structure
the loan to suit one’s cash flows in order to minimize the paid mark-up.

ð Banking:

In banking Citibank offers following three types of accounts:


Ø Citibank Karobar
Ø Citibank Rupee Saving Account
Ø Citibank Rupee Time Deposit: There is two types of time deposits with various
tenors and profit payment options They are
* Citibank Premium Profit
* Citibank Sarmaya Plus

ð Citibank Credit Cards:


Citibank offers a wide range of Credit Cards, including Silver, Gold, Co-brand cards and
exclusive Shaheen Card for Air Force Personals. Following are some features and benefits
related to the Citibank credit cards.
Ø Credit Shield
Ø Photo Card
Ø 24-Hours Banking Service
Ø Fraud Early Warning Service
Ø Supplementary Card
Ø Zero Liability On lost Card
Ø Flexible Repayment
Ø Travel Accident Insurance

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• Corporate banking:
The Corporate Banking Group at Citibank in Pakistan is committed to providing its clients the
highest level of service possible. Recognized as a leader and a trendsetter in the financial
markets, the Corporate Bank strives to achieve Citibank's global objective of customer
satisfaction and quality through a well- diversified product offering and a team of highly
professional Relationship Managers. The Corporate Bank manages a high quality asset portfolio
being an active player in many sectors including textile, sugar, leather, pharmaceutical, fertilizer,
petrochemical, power, aviation, automotive, telecommunications, oil and gas distribution and
fast moving consumer goods industries. Bank’s client companies include leading multinational
corporations, top tier local corporate organizations and public sector entities. Citibank has been
instrumental in bringing together local companies with international players in several Joint
Ventures. This has been possible because of Citibank's Global Relationship, communication
system and transnational network.
In corporate banking Citibank operates in following:
Ø Cash Management
Ø Corporate banking
Ø Treasury
Ø Financial and security services

ð Financial Institutions
Through dedicated Relationship Managers, the Financial Institutions Group (FI) at Citibank is
dedicated towards developing relationships with financial institutions to service their financial
intermediation needs worldwide. Citibank has one of the largest correspondent banking
networks which combined with their global presence and advanced technological systems
makes us the premier correspondent bank.
While systems and technology are an important component of global banking, their business
relies on the strengths of the people dedicated to meeting your needs. With this in mind, they
have organized around what they call "local/global team" a group of Citibankers who work
closely together to provide you with seamless delivery of financial solutions in your own
markets, as well as globally. Their goal is to ensure that, when you deal with any Citibank center
worldwide, you receive the same level of personalized, high quality service from individuals who
know you and your business

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ð Trade Services

Citibank is a world leader in providing trade services. Their unrivalled network of offices in 100
countries gives you direct access to local expertise - even in restrictive or volatile emerging
markets - to ensure that all documentation, payment and administration related to shipments is
handled carefully, efficiently, and in accordance with regulations.
Because of their long-standing presence in many markets around the globe, they have strong
relationships with the local financial and corporate communities. Their in-depth knowledge in
these markets frequently enables us to take a realistic view of specific country risks and to add
to their confirmation where other banks may be more risk averse.
Further, they can act as an intermediary, advising you on trade flows and acting to ensure that
your business transactions are satisfactorily completed.
ð Clearing Services
Citibank offers a complete range of services to settle your high value financial transactions on a
daily basis. Through direct participation in all major cash clearing systems, Citibank has created
a uniquely efficient environment. By not relying on intermediary banks or networks, they retain
greater control over the execution of transactions, enabling us to guarantee consistent
processing of your clearing traffic.
The combination of financial strength, on-the ground expertise and service quality gives Citibank
an unmatched presence, and, in turn, an unrivalled ability to handle your high-value, time-
sensitive payment needs.

ð Collection Services

Even though the digital age has eliminated much of the paper involved in the world's payment
systems, checks remain an integral part of any bank's payments service. Citibank offers
services to streamline the handling of these checks, speed up the delivery of value to you and
your customers, and integrate checks into the electronic interbank systems as much as
possible.

ð Commercial Payment Services


Citibank's US Dollar Commercial Payment solution set provides financial institutions with
international commercial payments offering that enables you to better serve your clients.
Through the automation of transactions, costs and errors have been significantly reduced. For
US dollar transactions, Citibank has one of the highest straight-through rates in the industry.
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ð Treasury
In an exceedingly volatile economic environment, Citibank's Treasury department emerges as a
leader in the local interbank market, as well as the institution of choice amongst importers and
exporters, by providing superior treasury products to its clients. Apart from dealing in Foreign
Exchange (FX) and Money Markets, the Interbank desk participates actively in all Central Bank
operations, including T-Bill Auctions and Open Market Operations.
The Treasury Marketing Unit (TMU) has been designed to serve the needs of corporate
customers. With the recent deregulation in the foreign exchange market and the resulting
increase in volatility, Citibank has tailored its products to cater to specific customer requirements
by providing unmatched service and customized hedging options
ð Cash management

Corporate and financial institutions are constantly faced with practical problems of handling and
collecting cash under various diverse regulatory, political and cultural environments.
Cash management is a core business for Citibank. Commitment to service quality and an ability
to adopt new technologies are the components of Citibank's Cash Management strategy.
Citibank’s experience in the local Pakistani market along with their ability to provide global
solutions enables us to offer a full range of cash management products and solutions. These
products are aimed to help maximize resources while providing you with value-added solutions
to meet your needs.
Citibank Pakistan offers its cash management products and services aimed to improve the cash
flow side of the business and operations. Citibank also focuses on delivering time
critical information to directly impact the business efficiency. Through its elaborate product
offering, Citibank aims to:
• Manage the increasing complexity of cross-border and domestic payments
• Improve cash flow forecasting under a cost control environment
• Limit the exposure to risk associated with growth
• Enhance security of the cash flows and reduce the possibilities of fraud
• Improve overall working capital flows via adding efficiency to the overall operations

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ANALYSIS OF IT DEPARTMENT
v The term is not new to the banking sector. Since the early 80s, banks have been using this
terminology to refer to the process of generating various reports and analyses at the
Corporate/Head offices for their decision making for own use as well as for conveyance to
authorities in charge of regulation

IT IN BANKING:

1. TECHNOLOGY HAS OPENED UP NEW MARKETS, NEW PRODUCTS, NEW SERVICES AND
EFFICIENT DELIVERY CHANNELS FOR THE BANKING INDUSTRY. ONLINE ELECTRONICS
BANKING, MOBILE BANKING AND INTERNET BANKING ARE JUST A FEW EXAMPLES.

2. INFORMATION TECHNOLOGY HAS ALSO PROVIDED BANKING INDUSTRY WITH THE


WHEREWITHAL TO DEAL WITH THE CHALLENGES THE NEW ECONOMY POSES.
INFORMATION TECHNOLOGY HAS BEEN THE CORNERSTONE OF RECENT FINANCIAL
SECTOR REFORMS AIMED AT INCREASING THE SPEED AND RELIABILITY OF FINANCIAL
OPERATIONS AND OF INITIATIVES TO STRENGTHEN THE BANKING SECTOR.

3. THE IT REVOLUTION HAS SET THE STAGE FOR UNPRECEDENTED INCREASE IN


FINANCIAL ACTIVITY ACROSS THE GLOBE. THE PROGRESS OF TECHNOLOGY AND THE
DEVELOPMENT OF WORLD WIDE NETWORKS HAVE SIGNIFICANTLY REDUCED THE
COST OF GLOBAL FUNDS TRANSFER.

4. IT IS INFORMATION TECHNOLOGY WHICH ENABLES BANKS IN MEETING SUCH HIGH


EXPECTATIONS OF THE CUSTOMERS WHO ARE MORE DEMANDING AND ARE ALSO
MORE TECHNO-SAVVY COMPARED TO THEIR COUNTERPARTS OF THE YESTER YEARS.
THEY DEMAND INSTANT, ANYTIME AND ANYWHERE BANKING FACILITIES.

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BENEFIT OF IT IN BANKING SECTOR
v Significant cost benefits, time savings, productivity gains and process re-engineering
opportunities are associated with the use of data warehouse for information processing.
v Data can easily be accessed and analyzed without time consuming manipulation and
processing.
v Decisions can be made more quickly and with confidence that the data are both time-
relevant and accurate.
v Integrated information can be also kept in categories that are meaningful
to profitable operation.

INFORMATION TECHNOLOGY PRODUCTS:


Major products and services offered by the bank are as follows:
• Loans:
Ø Home Loan
Ø Personal Loan
• Banking:
Ø Citi Gold
Ø Local Currency Account (Karobar, saving, TD).
Ø Foreign Currency Account (saving, TD).

• ATM Card
Purpose: Easy with draw of cash.
Input: Give bio data, income summary, company name, NIC.
Process: NIC no. and bio data send to “virses” which directly linked to NADRA. If
information is correct then it is forward to customer service centre.
Output: Issue of credit card.

Virses

New
Applicant Identification Customer A/C
Service TPS Opened

A/C
HUB ATM
Dept
Issue

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• Car Financing
Purpose: Leasing a new car.
Input: Account title, down payment amount.
Process: The information is send to the HUB and verify the account of customer and
make the schedule for leasing for the given period of time.
Output: Customer can get a new car.

HUB

Customer
Applicant Identification Service Issuance
Managers

A/C ,
Finance
Dept.

• Others:
E-card Overdraft
ONE VIEW INSTAALERTS
MOBILE BANKING NETSAFE
E-MONIES ELECTRONIC FUND TRANSFER ONLINE PAYMENT OF EXCISE &
SERVICE TAX BILL PAYMENT
SHOPPING TICKET BOOKING
RAILWAY TICKET BOOKING THROUGH SMS PREPAID MOBILE RECHARGE
SMART MONEY ORDER CARD TO CARD FUNDS TRANSFER

Product

Consumer
Banking

Credit cards Loans Car financing Banking Others

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ROLES AND ACTIVITIES
Transaction Processing System:
A Transaction Processing System (TPS) is a type of information system. TPSs collect, store,
modify, and retrieve the transactions of an organization. A transaction is an event that generates
or modifies data that is eventually stored in an information system. From a technical
perspective, a Transaction Processing System (or Transaction Processing Monitor) monitors
transaction programs, a special kind of programs. The essence of a transaction program is that
it manages data that must be left in a consistent state.

Payroll TPS
In CITI bank Payroll TPS is designed to get information and record of the employ and then to
calculate his/her annual earning.
It get information about the employee from the employee’s department and from general ledger
and send it to payroll TPS from where it links that information with the previous record and
prepare a report which is forwarded to management. Management takes notice the “LN” record
of the employee’s efficiency to work and may declare added bonus or other incentive. This
report is checked and approved by the branch manager after which check is issued to the
employee. And when that check is cashed, the record is updated in the general ledger as well
as the master payroll (HUB).

Employee
Data Check
Management Passes by
Payroll TPS Reports Manager

General
Ledger
Check
Issued to
Employee
Payroll
Master File
(HUB)

General
Ledger

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Customer Identification:

In CITI bank there is their own information management named software “Virses” is working
which is connected to NADRA. So if any new client wants to open an account in the bank the
system automatically send a request to NADRA to check and verify the customer ID number.
Which helps the management to identify whether he/she is using his original ID card or not.

Input Virses HUB


(ID #)

NADRA
Management
(customer identification)

Employees Record :

All employees are supposed to login when they enter the bank and logout on leaving, by tracing
their thumb impressions on biometric device. This device is connected with the HUB which
continuously makes record of their hours spent in the bank. Moreover, the bank has their own
setup named “LN” which makes records of all the transactions made by an employee. This help
management to monitor the working efficiency of an employee.

Employee
Job Login Biometric Device

& LN
HUB

Employee
Job
Logout

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Real time Banking:

In many circumstances the primary factor is speed. For example, when a customer withdraws a sum of
money from his or her account the transactions are processed and the account balance updated as soon
as possible, allowing both the bank and customer to keep track of funds. The new transaction is send to
LN. The LN enters the HUB where the specified file is accessed. The updates are made entered there and
finally the update is done.

New
Transactions,
Updated
LN
Updates

HUB

Online Complains:

CITI bank allows the customer the option of online complains. The customer submits the online
complain which is then processed by Customer Service TPS which is linked by management
and after the problem identification it is send to the concerned department.

Customer Customer Identify


Queries Service TPS Problem

Send to
Concerned
Dept.

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Advices:

As all of the record of the customers are stored in main server (HUB) of CITI bank, so incase if
someone account balance is getting near to zero the system automatically alert the
management about that. Then manager take manual action and send him/her the advice (a
letter, mail or phone call) to check the account balance.

Account Customer Service


Alert TPS Management

HUB Advices Send


to Customer

Account Opening
This TPS is designed for opening a new account in the bank.
Input: Give bio data, NIC no., income, city name.
Process: Information send to the “virses”.
Output: new account opened in the
bank.

Virses

New
Applicant Customer
A/C
Identification Service TPS
Opened

A/C
Dept HUB
.
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Online Activity:
Purpose: Transfer funds with the organization.
Input: Concerned Branch code, city name, account title, amount & the transaction.
Process: The information will send to organization server (HUB).
Output: Transfer of fund to the concerned branch.

Customer A/C
Customer
Service TPS Dept

Fund
HUB Transfer to
Concerned
Branch

AUTOMATED TELLER MACHINE (ATM)


• Simple data terminal communicating through a host processor
• Can be connected through:
Ø A dedication telephone line
Ø Dial-up-modem
Ø Inter services provider

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• Money moves electronically from user’s account to host account to merchant’s account
• New innovations:
Ø Machine that verbally prompt

ORGANISATION TRANSACTION PROCESSING SYSTEM (TPS)

Web Commerce or Ecommerce has witnessed a significant increase in


revenue year on year. You can now integrate this option to your website in
the various Secured Payment Gateway Options we have to offer.
Technologies are the authorized reseller for CITI Bank Payment Gateway
Services in the state.

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HOW TPS WORKS

Relationship of MIS with TPS:

MIS reports and summarizes the organization’s basic operations and these reports come from
the basic transition processing systems. In case of our organization the TPS’s of ATM Cards,
Payroll and Customer identification etc. provide the basic information about the organization’s
activities. These activities are then summarized in the form of reports for the manager so that
they can check whether the firm is working properly or not. If there are some flaws then they
take control measures to fix those flaws.

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Transaction processing system Management Information system

MIS FILES

Payroll master Payroll TPS

File Payroll data


of employee
Customer
C.I info master
Identification
File TPS Customer data
Employees
Employee
Info master file
Record TPS
Employee’s data
Customer
Account master Real time
File banking TPS

Customer data
Customer
Customer
Queries master
service TPS
File Customer
complains data
Customer ATM Cards
TPS
Master file
Customer account
Data

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Transaction processing system Management Information system

Customer Advices TPS


master file
Advices data

Customer Info
Customer
Master file account TPS Customer data

Customer Online
activity TPS
Master file Customer data

Customer Car
Financing
Master file TPS
Customer data

MIS
Reports

MANAGER

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RESOURCES
Software Resources:-
Following software’s are used for the functioning of our information system and
organization;

o Application Software:-
Following application software’s are used in our organization and functioning of our
information system;
Ø Microsoft Office
Ø NOD32 Anti-Virus
Ø Adobe Reader

o System Software:-
Following application software’s are used in our organization and functioning of our
information system;
• Operating System (Windows XP and Linux) for PC’s.
• Windows 2003 server for mainframes.

Hardware Resources:-
Following hardware resources are required for the functionality of IS and
organization:
Ø Personal computers
Ø Canon Document Scanners
Ø HP Printers
Ø Networking cards
Ø Currency counter
Ø Coin counters
Ø HP Digital Scanners
Ø Dell Mainframes

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Computing Type:-
In CITI bank, they are using client/server network because it is accessible and the
employees easily share the data and this network is cheaper than others and this is easily
maintainable and manageable. All the data save in main server or HUB and employees can
easily access it. This type of computing system provides an easy access and efficient flow of
data, which increase the functionality of organization.

ILLUSTRATION OF COMPUTR BASED


INFORMATION SYSTEM
Computer based information system uses hardware, software, telecommunication and other
form of information technologies to transform data resources into a variety of information
products.
The computer based information system includes

• Security of software’s
• Checking latency
• Providing services like internet, intranet and extranet.

Information Technology Analysis


The computer technology plays important role almost in every sector of business. It completely
change the traditional way of working. Thus, computer technology also plays a vital rule in
banking industry and now banks are competing through technology because they took edge on
others by providing efficient services through the adoption of technology; that includes ATMs,
Swift transfers, Online banking, Phone banking, online processing of applications and etc.
Technological advancement is life for foreign banks because this is the only way of survival for
foreign banks due to the limited branch networks.
Technology Used:
The database communication system is used in the Citibank for daily operations which is
directly run, control and supervised by the Citibank Asia Pacific headquarter in Singapore.
However there is proper technology department to look after the maintenance of all the systems
and responsible for the smooth working.

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HUMAN RESOURCE MANAGEMENT
HRM practices have shown to be the backbone of any company. Citibank considers its
employees as its real assets and believes that without investing in human resource its success
is not possible in this competitive era. Human resource department of the bank is in its head
office. Banks’ HR department is practicing all the important activities of HR that includes the
following:

Ø Recruitment
Ø Selection
Ø Orientation, Placement, and Separation
Ø Training and Development
Ø Performance Appraisal
Ø Safety Security and Health
Ø Incentive system
Following are the bank’s human resource activities:

Recruitment
As bank believes that survival in this tough competitive environment is only possible with the
team which is fit in all aspects. Bank also knows that it has competitive edge over its
competitors only because of its perfect blend of skills which its employee possesses. Thus, to
ensure its survival and competitive edge bank give proper concentration at the initial stage of
recruitment, so that only bright, energetic, and enthusiastic peoples are recruited which match
with bank’s requirements. For recruitment purpose bank uses both internal and external
recruitment channels.

Internal

Recruitment

External

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• Internal Recruitment:
Whenever there is internal job opening, employees are informed about openings and required
qualifications by posting the notice on the “notice board or white board” almost in every
department. These jobs are also available on bank’s intranet. Then interested and qualified
employees are report through self nomination or supervisor to HR department.

• External Recruitment:

Mostly bank used “employee referrals” as an external recruitment channel. It depends on the
nature of job opening bank also uses Write-ins and advertisement to attract the capable pool of
peoples.
Selection
After recruiting the pool of capable recruiters by HRD, for contractual hiring the manager and
supervisor of concerned department take the initial interview and then person is hired on
probation period of 3-month and then final induction is decide by the regional manger. Here one
thing is important to mention that bank has made contract with third party (Nexus Resources
and Credit & Commerce) for the recruitment of contractual employees. Then later on, if any
permanent post is vacant then the one of the senior contractual employee is promoted to fill that
post. For this, contractual employee has to pass the series of hiring steps such as valid written
test related to employee job knowledge, interview, and medical evaluation etc in Lahore branch
of bank.

INCETIVE SYSTEMS
In order to motivate its employees Citibank uses both psychological components such as:

Ø achievement certificates,
Ø monthly breakfast,
Ø quarterly trip,
Ø annual dinner
Ø excellent performance monthly reward (monetary)
Ø bonus based on performance
Ø allowances(travel, petrol and maintenance

Page 30 of 40
DFD DIAGRAM FOR BANK MANAGEMENT
SYSTEM
Level 0:

Banking
Customer Accounting
System

Level 1:

Customer
Customer
Query
Check
Transmission Requirement Amount
Purpose Schedule
Form

Banking Self Account

System Account Balance

Amount

Information

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LEVEL 2:

Check Balance Amount


amount balance
Schedule details

Request Foreign Exchange

Confirmed Configuration Withdrawal amount

Withdraw

Withdraw
Details
In

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INTERACTION WITH OTHER BUSINESS
Citibank offers handsome discount on purchasing from following outlets. It is applicable on Gold,
Clear & Silver Cards.

Shopping

Bonds Travel EBCO


D.Watson Stores AVIS
Centra Flora Nestle
Irfan Sports Chen One

Books & Magazines

Liberty Books

Restaurant

Subway Pizza Hut


Cafe Zouk Royal Orchid
Sichuan Red Onion
Vivo Cafe & Grill

Jewelry

Almas Collection Jewellers Real Jeweler


Motiwala Jewellers Libra Jewellers

Electronics

Samsung Hewlett Packard


Honda Generators Auto 1
United Mobile

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Apparel

Circuit Axxezz
Studio S Cotton & Cotton
Amir Adnan FNK Asia
HangTen Mothercare
Benetton Sanaullah
Clarks Adidas
Puma Rica Lewis
Slazenger

Your Citibank Credit Card brings you special promotions from time to time through the Smart
Installment Plan at 0% service fee. This provides you the flexibility of making high-value
purchases on your Citibank Credit Card and paying them back in equal monthly installments
with no extra fee.

Strengths
§ True global organization
One of the major points, which distinguish Citibank from other banks in the market, is that
this bank having its presence in major global markets. Citibank is working with great success
in almost all the major countries.
§ Adequate financial resources
Citigroup is basically a strong group, which operates in the financial markets around the
world. It offers its products and services in many fields and this ability makes Citibank very
effective and efficient. This diversified operational capability has also blessed Citibank with
very sound financial position and provided it with the necessary resources needed to
compete with winning combination.
§ Market pioneer &leader
Citibank is no doubt a pioneer in introducing very effective and innovating products to its
clients and it always assume the role of an innovator. Citibank is a pioneer in introducing
credit card and car financing in Pakistan and is currently amongst the market leaders in the
industry.

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§ Self motivated & most competent management
The field of sales management and training and development of sales teams and other staff
of the Citibank is very strong and well in force.
§ Experienced & well-equipped verification department
The basic success of a profitable transaction depends upon its credit decision. And a strong
credit comes in force only when the people involved in it are satisfied about the existence of the
client at the place which is stated and the degree of truth in client’s stated facts. This all
depends upon the verification, which is a strong point of Citibank.

Weaknesses

§ Less mutual understanding of sales team


One of the major weaknesses of Citibank is the sales team, which is recruited at temporary
basis and works on commission basis. This phenomenon has dual effect. At one side it
stimulates the sales people to put more effort to give their maximum to have more
commission. The dark side of this strategy is that harmony among the team players is
missing.

§ Comparatively low loyalty


Due to commission based sales people, harmony and synchronization is missing which
results in lower level of loyalty among the personnel and they remain on the look out for a
comparatively permanent job and quit when appropriate job is offered to them.

§ Tag of long process


The Citibank practices are characterized with a process, which is very lengthy, and usual
delays are observed. The process is very lengthy and duplication of information and
processes is evident.

§ Unsatisfactory compensation plan of DSF and DSA sales executives


The compensation plan offered to Citibank DSF and DSA is unsatisfactory and below par as
compared to the benefits and salaries offered by other banks by their sales people.

§ Dealership Relationship
Citibank is surprisingly lacking in customer relationship and supplier relationship. There are
many dealers in Faisalabad market but the Citibank has not made a conscious effort to build
long lasting relationship with them.

§ High markup rate


Citibank is making valiant efforts to retain its position as a leader in financing but the
competitors are making the job tough by offering a lower rate of markup as compared to the
Citibank.

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Threats
§ Likely entry of new competitors
Current scenario is a golden period for banking industry in Pakistan. This has enticed many
new banks to enter in Pakistan market. Now Pakistan’s consumer market is quite aware of
the market conditions and the every new entry in this field will pose a potential threat for the
existing banks as the supply will increase for the same volume of demand and profits are
curtailed in these kind of situations.

§ Volatile currency rate of Pak rupee against dollar


The Pak rupee is really volatile and there are big visible ups and downs in the currency
value which reduces the purchasing power.

§ Inflation
Inflation has been a major problem of Pakistani economy and this year average inflation has
been above 7% which includes both food and non food inflation. This trend has made the
products and services more expensive.

§ Economic instability
Currently Pakistan’s economy as a whole is doing wonderfully well but the major problem
with Pakistan has been that consistency is missing. There have been some nice periods in
which the economy has done well but then there have been many dark periods as well.

§ Threats of terrorism
This single issue has become very important in the world amid attacks on major countries by
the terrorists and so called Al Qaida people and Pakistan has been in the spot light in this
regard due to its geographical location and its role in war against Al Qaida and Taliban.

§ Political instability
One more potential threat associated with Pakistan is its political system and the instability
attributed to this system. When there is change in the political scene, changes have been
done in the policies and even foreign commitments have also been dishonored.

§ Interest Rates
One of the major threats, which are faced by the financial institution, is the radical change in
the interest rates for the last year or so. Increase in the interest rates has curtailed the
profits of the banks and non-banking financial institutions.

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Challenges in future for Citi in Pakistan
The country has made a significant progress in implementing financial sector reforms and
has achieved a more competitive market structure with expanding market share of private
sector banks. The 21st century challenges for the Pakistani banking industry are broadly of
internal and external nature. Internal challenges are the one that stem from within the
banking industry and carry a profound effect on the long run robustness of the banking
industry. External challenges are somewhat exogenous, being generated from the external
environment of the banking industry, and require shrewd management for adaptability.

§ Technical Expertise
Acquiring the technical expertise should be the focus of future human resource
management given the changing paradigm of banking sector regulations. Similarly, the
banking institutions are also required to carry out stress testing, a technique used around
the globe by financial institutions to assess risk exposures across the institution and to
estimate the changes in the value of the portfolio.

§ Infrastructure Development
This success story of private sector in infrastructure development has also set challenges to the
local banking industry to learn from the experience of other emerging market economies and
innovate and design the different modes of infrastructure financing and the associated risk
management systems.

§ Human Resource Development


In today’s era human resources are as important as financial resources to any organization. The
Banks need to develop their human resources for future challenges and produce professionals
having the desired expertise for specialized banking like Treasury functions, SME financing and
Islamic Banking etc. This is the need of the hour that banks should develop their own human
resources.

§ Consumer-Durable Demand
The robust growth of auto and mortgage finance in preceding two years has significantly
increased the prices of these assets and thus has created inflationary pressures in the
economy.

In order to avoid such problems, banks have to rely more on the future income streams of the
borrowers in making their credit assessment instead of the collateral value, until such time that
the asset prices are rationalized.

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GANTT CHART

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PERT CHART

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CONCLUSION:

Citibank is one of the oldest foreign banks operated in Pakistan from last 44 years prove itself
as the best and most prestigious bank in the banking industry. Due to low interest rate prevailing
in the economy bank shifted its emphasis towards consumer banking. Bank has the effective
advance technology which enhances its efficiency of operations. This technology also provides
bank competitive edge over its competitors.

Bank serves its customers by providing a wide range of quality products and services such as
credit card, loans, car financing, e-card, banking accounts. Hospitality and personal banking is
the distinct feature which prominent it among its competitors.

Bank considers its employee as the real assets and no hesitate to invest in human capital. Bank
has the efficient and competitive work force due to which it retains its position in the market.
Bank cares for its employee not only by providing attractive compensation but also take the
personal care of its employees.

In short, Citibank is the multinational bank with diversified strategies of delighting its customers
by providing the modern globally accepted products and services which suits their financial
needs conveniently.

RECOMMENDATIONS:
• Permanent employees should treated contractual employees as a colleague and also
give them professional respect.
• Job security should be provided to enhance the employee satisfaction.
• In case of bad performance causes should be considered in order compensate the
employee.
• Senior employee shouldn’t ask juniors for their personal work. Senior management
should discourage this practice.
• Stress management course should be added in the presentation course of employees.
• Steps should be taken to ensure the regular and efficient work of systems.

References:
• Banking Survey of Pakistan 2009
• http://www.sbp.org.pk
• State Bank Statistical Data 2008
• http://www.citibank.com
• http://www.citigroup.com

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