Title: Foreign Banking Operations in Bangladesh: A Study on the Standard

Chartered Bank
ABSTRACT
Standard Chartered Bank (SCB) PLC is an International Bank group with 150 years
experience in the eerging !anking arket" #heir 150 years o$ history gi%es the a deep
!etter understanding o$ their arkets& their custoers& and the local counities in which
they operate" It ser%es !oth consuer and wholesale !anking custoer and ais to !e the
'ight Partner $or its custoer" Standard Chartered Bank has a strong presence in (sia& the
su!)continent& the *iddle +ast& ($rica and in Latin (erica" #he group operates through
ore than ,00 o$$ices in o%er 5, countries and has o%er --000 people anaging assets o$
o%er ./ !illion pounds" 0or expansion in the South and South +ast (sia the Chartered Bank
started operating in Bangladesh in 11.2" (t present it has 30 !ranches and -5 (#* !ooths
across Bangladesh and eployed ore than ,00 people" Standard Chartered Bank ser%es
!oth consuer and wholesale !anking custoer in Bangladesh" It o$$ers di$$erent products
according to its custoer re4uireents" #he study ais at to represent an o%erall operation
o$ the Standard Charted Bank in Bangladesh" It also depicts a picture o$ the products and
ser%ices o$$ered !y the !ank" #he study also signi$ies on the custoer perception a!out the
!ank and its ser%ices"
1

First Chapter
Inauguration
1.1 Introduction
Bank is very old institution that is contributing toward the development of any economy and
is treated as an important service industry in modern world. Now a days the function of bank
is not limited to with in the same geographical limit of any country. Due to globalization and
free market economy, this industry is facing severe competition in any country. The overall
performance of Bank does not only depend upon the banking industry itself but also on the
performance of economy where it is operating.
The Banking sector in Bangladesh is different from the banking sector in any other
developed countries. t present, there are !" schedule banks operating in Bangladesh. #f
these, ! are nationalized, $ are specialized, %& are local private commercial and 1& are
foreign commercial banks. The performance of these banks differs widely within same
group and individually. Banking industry in Bangladesh is very competitive due to e'istence
of different types of banking such nationalized, private and foreign.
The operation of foreign bank is sub(ect to the several restriction of the government of
Bangladesh. )ts deposit collection rate is lower than the private commercial bank. The
average growth rate of deposit of foreign bank was "* where that of private bank is +$*
but the foreign bank did well both in terms of ,# an ,#-. .oreign Bank have higher loan
to out of total assets in Bangladesh )t is clear that foreign banks are making profit in
Bangladesh.
The task of the study is to describe the overall operation of a foreign bank in terms of the
products and services they offer to their target customer.
+

1.2 Literature Review
The /ews in /erusalem introduced a kind of banking in the form of money lending before
the birth of 0hrist. The word 1bank1 was probably derived from the word 1bench1 as during
ancient time /ews used to do money 2lending business sitting on long benches. .irst modern
banking was introduced in 1334 in 5tockholm as 15vingss 6is Bank1 which opened up a new
era of banking activities throughout the -uropean 7ainland.
)n the 5outh sian region, early banking system was introduced by the fgan traders
popularly known as 8abuliwallas. 7uslim businessmen from 8abul, fganistan came to
)ndia and started money2lending business in e'change of interest sometime in 1%1+ .D.
They were known as 18abuliwallas1.
Bank is very old institution that is contributing toward the development of any economy and
is treated as an important service industry in modern world. Now a days the function of bank
is not limited to with in the same geographical limit of any country. Due to globalization and
free market economy, this industry is facing severe competition in any country. 7any study
showed that foreign ownership in the banking sector is increasing day by day.
0
10
20
30
40
50
60
Latin
America
Eastern
Europe
Asia
Dec-94
Dec-99
Figure 1.1: Rising oreign ownership in !an"ing sector #5ource9 )7. )nternational
0apital 7arkets +&&&:
1.2.1 Foreign Ban"s in Bangladesh
0hartered Bank is the first foreign bank that started its operation in Bangladesh in 1"!4. )n
1"3" 0hartered Bank merged with 5tandard Bank and took the name 5tandard 0hartered
Bank. There are 1& foreign banks in Bangladesh. Those are9
1. ;abib Bank <td.
%

+. 5tate Bank #f )ndia
%. 0ommercial Bank of 0elon
!. National Bank of 6akistan
$. 7uslim 0ommercial Bank <td.
3. 0iti Bank N
=. Bank l2.alah.
4. ;5B0
". 5hamil )slami Bank of Bahrain -0
1&. 5tandard 0hartered Bank
1.2.2 $peration o Foreign Ban" in Bangladesh
%eposit Collection: The performance of foreign banks in collecting deposit was not good
compared to nationalized and private bank. The average growth rate of deposit of foreign
was "*, the average demand deposit growth rate was 1$* and the average growth rate of
term deposit was 4* in +&&%. There are many reasons why the foreign banks not performing
the good in this area can be many 2 such as total number of branches of foreign banks are not
e>uals to nationalized or private banks operating in Bangladesh, government restriction on
depositing government fund in foreign banks. 6rivate Banks out performed almost any other
banks in collecting the deposits during these periods because of their aggressive deposit
collection drive, aggressive marketing and opening of the new commercial banks.
International Business: .oreign bank?s total business consists of +$* from e'port, %!*
from import and !1* from remittance. That is private banks are holding ma(or portion of
import @$=*: business and supposed to have earned good profit in future.
&roita!ilit' (easure)ent: study of Bangladesh Bank shows that foreign banks did well
both in terms of ,# and ,#-. The reasons of good performance of foreign banks are
many. Different business processes of doing the work also give competitive edge of foreign
bank over other banks. )t is also fact the service charges of foreign banks compared to other
types are higher. )t is interesting to see that the employees1 charges are higher in foreign
!

bank compared to other two types of bank in operating in the country. @5ource9 ppendi' !,
Table+:
.oreign banks in Bangladesh are making good profit in every year. The study deals with the
foreign banking operation in Bangladesh by keeping a close attention on the overall baking
activities of the 5tandard 0hartered Bank. The study considers what kind of products and
services generally offered by foreign banks. The study also (udges customer satisfaction
with these offerings and their e'pectation from a foreign bank.
1.* $!+ective o the Stud'
This paper is prepared with a view to highlight the three months period banking e'perience.
The ma(or ob(ective of the report is to study the banking operation of 5tandard 0hartered
Bank through the analysis of products and services offered by the Bank. 5ome other
ob(ectives of this report are9
A To get better orientation about the 5tandard 0hartered Bank and its operations
through various sections.
A To identify strength, weakness, opportunities and threats for 5tandard 0hartered
Bank.
A To have better orientation about the product and services offered by the 50B.
A To find out the various alternate channels that are uni>ue for 5tandard 0hartered
Bank.
A To identify the scope of improvement and suggest necessary steps for the
improvement in the 5tandard 0hartered Bank.
1., (ethodolog' o the Stud'
The report is based on both primary and secondary data. The secondary data provided the
main input for the report. This creates a theoretical basis of the report. The primary research
was done to know about the banks working procedures and different segments of banks.
&ri)ar' Source o %ata: 0ollecting data directly from the practical field is called primary
source of data. The methods that was used to collect the primary date are as follows9
A )nformal discussion with professionals of f 50B.
$

A Discussions with customers over the telephone B responding to their >uery.
A #bservation while working in different desk.
Secondar' Source o data: The secondary data has been collected from different
publication of 5tandard 0hartered Bank. To clarify different conceptual matters, )nternet and
different articles in the (ournals B magazine have been used. The secondary sources are,
nnual ,eports of 50B, #ther published documents of 50B, )nternet, Newsletters of 50B,
various brochures on the products and services offered by the 50B, cyber net of 50B.
%ata Collection (ethod: .or the organization part information has been collected through
different published articles, (ournal, and brochures. .ormal >uestionnaire for data collection
is used for better understand of customers1 current satisfaction level. Basic company
)nformation is collected through informal discussions with Branch 5ales B 5ervice manager,
5ales Team 7anager, 0ustomer 5ervice 7anager and other officials of 50B.
%ata anal'sis: )n the organization part information is provided in a descriptive manner. )n
the pro(ect part data analysis has been done into two parts. #ne is the data presentation. The
second part is analysis. Through this analysis the study at first figure out the banking
operation of 5tandard 0hartered Bank. Then this information is used to identify the strength,
weakness, opportunity and threats of the Bank. <astly some policies are suggested for the
improvement of customer satisfaction.
1.- Scope o the Stud'
)t is an internship report on 5tandard 0hartered Bank. The task of the study is to narrate the
activities of 50B. That is why the scope of the report was and around the overall banking
operation and products and services of the Bank. This report may act like a guide in
revealing some of the important aspects of 5tandard 0hartered Bank. )t works as an
important source of information for academicians, researchers, and decision makers of
5tandard 0harted Bank.
1.. Li)itation o the Stud'
<imitations, which ) have faced while doing my internship report, are discussed below9
3

A -very organization has its own secrecy that cannot be revealed in publics. 5o
confidentiality of data is the most important barrier that was faced during the conduct
of the study.
A <ack of comprehension of the respondents was the ma(or problem that created many
confusions regarding verification of conceptual >uestions.
A Time is limited that restricted the report to become more resourceful and analytical.
A s , ) had more dependence on the primary sources, so there might be some level of
inaccuracy with those collected information though ade>uate verification and cross2
checking was used to minimize the error level.
=

C/A&T0R T1$
STA2%AR% C/ART0R0% BA23: A2 $40R4I01
5tandard 0hartered Bank @50B: 6<0 is an international bank group that is incorporated in
the C8 with its ;ead>uarters at 1 lderman buries 5>uare, <ondon. The group operations
are mainly concentrated in sia, frica and the 7iddle -ast and its operation is segmented
under si' regions9 <T8, -urope, 7iddle -ast, 5outh sia, 5outh -ast sia and the C5.
5tandard 0hartered serves both consumer and wholesale banking customers, is well
established in growth markets and aims to be The ,ight 6artner for its customers. The Bank
is trusted across its network for its 5tandards of governance and its commitment to making a
difference in the communities in which it operates.
Dith 1$& years in the emerging markets the group has unmatched knowledge, understanding
of its customers in its markets. 5tandard 0hartered recognizes its responsibilities to its staff
and to the communities in which it operates. Their 1$& years of history gives them a deep
better understanding of their markets, their customers, and the local communities in which
they operate. )t is a strong platform for future growth. 5tandard 0hartered is holding leading
positions in dynamic markets. They are in some of the world?s fastest growing markets
including the Cnited rab -mirates, )ndia, 0hina, and the markets of 5outh sia. They are
present in many of their markets for several generations and have became a trusted partner
to businesses and individuals. )n other words, they are trusted and well respected provider of
financial products and services. They have built up an enviable knowledge of local markets
in sia, frica, the mericans and the 7iddle -ast.
2.1 /IST$R5 $F STA2%AR% C/ART0R0% BA23
50B has a history of more than 1$& years. The name E5tandardF stems from the two original
banks from which it was founded2E0hartered BankF of )ndia, ustralia and 0hina and
E5tandard BankF of British 5outh frica.
4

0hartered bank was established in 14$% by a ,oyal 0harter granted by Gueen Hictoria of
-ngland. The main person behind the 0hartered Bank was a 5cot, /ames Dilson who had
also started EThe -conomistF still one of the most eminent publications today. ;e foresaw
the advantages of financing the growing trade links with the areas in the -ast, where no
other financial institution was present that time widely.
0hartered opened its first branches in 7umbai @Bombay:, 0alcutta and 5hanghai in 14$4,
followed by ;ong 8ong and 5ingapore in 14$". Traditional business was in cotton from
7umbai @Bombay:, indigo and tea from 0alcutta, rice in Burma, sugar from /ava, tobacco
from 5umatra, hemp in 7anila and silk from Iokohama 6layed a ma(or role in the
development of trade with the -ast which followed the opening of the 5uez 0anal in 143",
and the e'tension of the telegraph to 0hina in 14=1. )n 1"$= 0hartered Bank bought the
-astern Bank together with the )onian Bank1s 0yprus Branches. This established a presence
in the Julf
The 5tandard Bank founded in the 0ape 6rovince of 5outh frica in 143+ by /ohn 6aterson.
)t commenced business in 6ort -lizabeth, 5outh frica, in /anuary 143% was prominent in
financing the development of the diamond fields of 8imberley from 143= and later e'tended
its network further north to the new town of /ohannesburg when gold was discovered there.
)n 144$ e'panded in 5outhern, 0entral and -astern frica by 1"$% had 3&& offices. )n 1"3$,
it merged with the Bank of Dest frica e'panding its operations into 0ameroon, Jambia,
Jhana, Nigeria and 5ierra <eone.
)n 1"3", the decision was made by 0hartered and by 5tandard to undergo a friendly merger.
ll was going well until 1"43, when a hostile takeover bid was made for the Jroup by
<loyds Bank of the Cnited 8ingdom. Dhen the bid was defeated, 5tandard 0hartered
entered a period of change. 6rovisions had to be made against third world debt e'posure and
loans to corporations and entrepreneurs who could not meet their commitments. 5tandard
0hartered began a series of divestments notably in the Cnited 5tates and 5outh frica, and
also entered into a number of asset sales.
"

)n the new millennium 5tandard 0hartered Bank ac>uired Jrindlays Bank from the NK
Jroup and the 0hase 0onsumer Banking operations in ;ong 8ong in +&&&. )n +&&3, the
bank made a number of ac>uisitions and strategic alliances that e'tended its customer and
geographic reach.
2.2 6L$BAL &R0S02C0 $F STA2%AR% C/ART0R0% BA23
5tandard 0hartered Bank has its presence in total of $& countries.
The global map of 5tandard 0hartered is given below9
0igure 3"15 6lo!al Presence o$ Standard Chartered Bank (Source5 Cy!er net o$ Standard
Chartered Bank)
1&
United StatesofAmerica (4)
Bahamas(1)
Brazil(1)
Falkland Islands(1)
Sierra Leone(1)
Gambia(5)
Ghana(!)
"ameroon(#)
Bots$ana(15)
So%th Africa(1)
&imbab$e(44)
&ambia(14)
U'anda(1)
(en)a(#1)
United (in'dom(*+)
,erse)(1)
-atar(1)
Bahrain(5)
UA.(+)
/man(1)
"hina(15)
0aca%(1)
1on' (on' (*!)
2ai$an()
So%th (orea(1)
, a3an(1)
4hili33ines(4)
2hailand()
0ala)sia(#5)
Sin'a3ore()
Br%nei(15)
Indonesia(5)
A%stralia (1)
4akistan(+)
Sri Lanka(#)
India(*)
5e3al(1)
Ban'ladesh(5)
6ietnam()
"ambodia(1)
Iran(1)
4er% (+)
2anzania(#)
() 5%mberof /7ces
0)anmar(1)
Laos(1)
"olombia(1#)
0e8ico()
Ar'entina(1)
18
6enez%ela(4)

2.* 305 R0S$7RC0S $F STA2%AR% BA23
Jlobally, the 50B group owns an array of key resources that include9
A network of over 3&& offices in $& countries.
A stuff of about %%&&& people managing assets of around !=.3$ billion pounds.
A 5tandard 0hartered Bank1s international business in personal Banking, 0orporate
Banking and 5tandard 0hartered 7arkets are its special strength.
A 5tandard 0hartered Bank also maintain correspondents relationship with over 3&&
banks in 1$= countries around the world.
2., 6L$BAL STRAT065
t the global level, 50B operates with some key strategies that are >uite uni>ue to other
banks such as 9
A To build and grow strong businesses in 7iddle -ast, 5outh sia and .ar -ast sia.
A 0apitalize on the good track record created by its more than 1$& years of operations
in these regions by building uni>ue position and image among the target customer
segment and being responsive the needs and serve the needs better than the
competitors.
A To concentrate operations in those activities that support 5tandard 0hartered Bank1s
remarkable franchise in newly industrialized and emerging markets.
2.- $&0RATI$2 $F STA2%AR% C/ART0R0% BA23
5tandard 0hartered Bank has a strong presence in sia, the sub2continent, the 7iddle -ast,
frica and in <atin merica. They are a disciplined commercial bank focused on their core
businesses of consumer Banking, 0orporate and )nstitutional Banking and Treasury.
5tandard 0hartered Bank is regulated by the Bank of -ngland and is a clearing bank in the
Cnited 8ingdom. The head office of the group is located at 5tandard 0hartered 6<0,1,
ldermanbury 5>uare ,<ondon , C8. The group operates through more than 3&& offices in
over $3 countries and has over %%&&& people managing assets of over != billion pounds. )n
11

1""=, the Bank were ranked "!
th
in the world in asset size. mong them it has +%" offices in
sia, %% offices in 5outh BNorth merica, "$ offices in frica and one office in ustralia.
The global network of the bank is shown in the following diagram9
ASIA
65%
AFRICA
26%
S!"# %
&R"#
A'ERICA
9%
.igure +.+9 Jlobal Network of 50B@5ource9 50B official document:
The bank aims to be the leading international bank in principal markets. )t mostly
concentrates on markets and businesses that they understand best. They provide high >uality
products supported by proven delivery systems and e'cellent customer service. 50B trains
and develop people and e'ercise community responsibility. )n this way, they will grow and
add shareholder value.
2.. B7SI20SS ACTI4ITI0S $F STA2%AR% C/ART0R0% BA23
The bank provides various products and services all around the world, some of which are
mentioned here9
6lo!al Consu)er Finance
There are seventy2si' branches and finance centers under this division in about the countries
with a workforce of 1313 employees. 5ome of the services provided by this divisions are
unsecured personal loans, credit cards and retail store cards, vehicle related leases, etc.
&ersonal Ban"ing
1+

There are about !1& branches with a workforce of 1+&&& employees working under this
division in +4 countries. 5ome of the services provided by this division are various kinds of
insurance and loans, account maintenance, travelers che>ues and money e'change etc.
6lo!al Corporate and institutional Ban"ing
There are %$& branches under this division. This division provides services in ! + countries.
The services provided by this division are international Trade 7anagement )nstitutional
banking, Treasury, 0ustody and 0ash 7anagement.
6lo!al Custodian Services
There are 1= offices under this division and about "&& staff members, operating in 1!
countries and head>uarters in 5ingapore. 5tandard 0hartered ->uator fulfills 5tandard
0hartered Bank?s strategic commitment to provide custody and clearing services in the
greater sia. 5tandard 0hartered Bank has one of sia?s leading custodians over !& years.
International Trade (anage)ent
6rincipal services of this division are to the people are import <etter of 0redits @<L0:, import
bills for collection, Bank to Bank <etter of credit, Direct -'port Bills for collection, Bulk
<etter of credit 0ollection, Bonds and Juarantees.
6lo!al Cash (anage)ent
The division is operational in all countries where the group has 0orporate B institutional
Banking division. 5tandard 0hartered Bank recognizes the importance of cash 7anagement
to corporate and institutional customers and offers a comprehensive range of services and
li>uidity management.
6lo!al Institutional Ban"ing:
Through 5tandard 0hartered Bank?s network of more than 3&& offices in over in over !&
countries, it is very well positioned to provide a wide range of services to institutional
clients9 commercial, merchant B central banksM brokers and dealersM insurance companiesM
fund managers and others. #ffices of emerging markets of sia, 5ub25aharan, the 7iddle
-ast and <atin merica are complemented by the branches in the developed countries such
1%

as C5, C8 and /apan and bank?s membership of the clearing systems in those countries.
The )nstitutional banking group has a network of offices in +$ countries throughout sia,
North merica, -urope, frica and The 7iddle -ast.
6lo!al 0lectronic Ban"ing
-lectronic Banking provides various types of support through a wide range of operating
systems, sweeping transaction accessories with the provision of reporting features.
1!

T/IR% T/R00
STA2%AR% C/ART0R0% BA23 I2 BA26LA%0S/
*.1 /IST$RI0S A2% BAC36R$72%
The 0hartered Bank started operating in Bangladesh in 1"!4, opening a branch in
0hittagong. The branch was opened mainly to facilitate the post2war reestablishment and
e'pansion of 5outh and 5outheast sia. The 0hartered Bank opened another branch in
Dhaka in 1"33, where it is still head>uartered. fter the merger of the 0hartered Bank with
the 5tandard Bank in 1"3", the 5tandard 0hartered Bank took up a program of e'pansion. )t
increasingly invested in peopleM technology and premises as its business grew in relation to
the country1s economy. )n 1""%, there was an organizational re2structuring, which led to a
substantial e'pansion of the Bank1s business.
)n the year 1""" 5tandard 0hartered has ac>uired the operation of Jrindlays Bank in the
7iddle -ast and 5outh -ast sian countries. .ormer Jrindlays Bank started its (ourney in
Bangladesh in 1"&$ under the name of Jrindlays Bank @when it forbears the National Bank
of )ndia opened in 0hittagong:. 5tandard 0hartered Bank took2over the operation of NK
Jrindlays Bank in Bangladesh as a part of ac>uisition of 5outh -ast sian and 7iddle -ast
operation of the ustralia and New Kealand Banking Jroup. 5tandard 0hartered Bank
@50B: become the highest bidder >uoting about CN +.$ bn @C5N1.$ bn: after NK Banking
group decided to sell its subsidiary.
#n /une +&&$, 5tandard 0hartered formally announced that it has signed an agreement to
ac>uire the commercial banking business of merican -'press Bank <imited in over a
three2month transition period ending %1 #ctober +&&$, all the assets and liabilities of
merican -'press including customer deposits and loans, will be transferred to 5tandard
0hartered. )t is planned that merican -'press will cease to operate as a commercial bank in
Bangladesh with effect from 1
st
November +&&$ and all its branches and cash booths will be
converted to the 5tandard 0hartered brand and operating platforms on such date.
@5ource9 0yber Net 50B:
1$

*.2 &R0S02T C$2%ITI$2 $F STA2%AR% C/ART0R0% BA23
The 50B with its +& branches and %$ T7 booths across Bangladesh has employed more
than 3&& people. The ac>uisition of Jrindlays Bank has enabled 5tandard 0hartered Bank
@50B: to across $&&,&&& new customer and !& branches in )ndia, and this made them one of
the biggest bank in this region. fter ac>uisition, Jrindlays Bank is a part of 5tandard
0hartered Jroup. The Bank presently has +& outlets in $ cities serving over 1,+$&&&
customers. The network of 5tandard 0hartered Bank in Bangladesh includes9
A 1+ branches in Dhaka
A 1 branch in 5avar
A 1 branch in Narayangan(
A % branches in 0hittagong
A 1 branch in 8hulna
A 1 branch in 5ylhet
A 1 branch in Bogra
The network of 50B engages itself for providing best >uality banking service in retail,
commercial and corporate banking segments. The countries top -nterprisesM 7ultinational,
<ocal 0orporation and .inancial institutions are served by 50B. Dith total asset based of
BDT 1=.$ billion and annual turnover of BDT 1.=4 billion, 50B in Bangladesh is among the
top performing multinational bank.
*.* T/0 $R6A2I8ATI$2 STR7CT7R0
The 5tandard 0hartered Bank in Bangladesh has its head>uarters and twenty branches
across the country. Dhile the full range of services is available at the head>uarters, other
branches offer specific services appropriate for the location. t the head>uarters, the bank
mainly consists of two divisions9
A Business
A 5upport
The business division has the following departments9
A 0orporate Banking Jroup @0BJ:
A Jlobal 7arkets @J7:
A )nstitutional Banking Jroup @)BJ:
13

A 0onsumer Banking @0B:
A 0ustodial 5ervices @0C5:
The 5upport division provides assistance to the above business activities and consists
following departments9
A #perations
A .inance, dministration and ,isk 7anagement
A )nformation Technology 0enter
A ;uman ,esource Department
A <egal and 0ompliance
A -'ternal ffairs
A 0redit
ll the staff members of 5tandard 0hartered Bank belong to an internal trade union known
as O5tandard 0hartered Bank -mployees CnionO the clauses of which are reviewed and
agreed upon every two years.
Chain o Co))and: 0hartered Bank in Bangladesh follows a hierarchical pattern of
command. The Bank in Bangladesh is headed by the 0hief -'ecutive #fficer, who reports to
the office of the ,egional Jeneral 7anager, 7iddle -ast and 5outh sia @7-5:. ll the
department heads at the head>uarters report to the 0-#. The #rganogram of the 5tandard
chartered bank is given below9
.igure %.19 #rganogram of 5tandard 0hartered Bank @5ource9 50B official document:
1=
Chie 09ecutive $icer
#C0$:
Chie 09ecutive $icer
#C0$:
/ead o Consu)er
Ban"ing
/ead o Consu)er
Ban"ing
/ead o Corporate ;
Institutional Ban"ing
/ead o Corporate ;
Institutional Ban"ing
Chie $perating
$icer
Chie $perating
$icer /ead o 6lo!al (ar"et
/ead o 6lo!al (ar"et
/ead o Finance ;
Ad)inistration
/ead o Finance ;
Ad)inistration
/ead o /u)an
Resource
/ead o /u)an
Resource
/ead o Institutional
Ban"ing
/ead o Institutional
Ban"ing
/ead o Credit
%epart)ent
/ead o Credit
%epart)ent
/ead o Credit Cards
/ead o Credit Cards
/ead o Legal ;
Co)pliance
/ead o Legal ;
Co)pliance
/ead o Inor)ation
Technolog'
/ead o Inor)ation
Technolog'
/ead o Corporate ;
09ternal Aairs
/ead o Corporate ;
09ternal Aairs

;ead of 0onsumer Banking supervises retail2banking operation like sales and services, retail
lending, product development and product marketing. The 0hain of 0ommand of that
department is given below9
0igure -"35 Structure o$ Consuer Banking 7epartent o$ SCB (Source5 SCB o$$icial
docuent)
*., AC/I040(02TS $F STA2%AR% C/ART0R0% BA23
5ince its inception, 5tandard 0hartered Bank created a well2earned reputation among the
banking sector by providing e'cellent services to its customers as. s a result within these
fifty years it becomes the leader of foreign banking institution across the country. The reason
behind its success and popularity is the innovative techni>ues and the e'cellent work force.
50B is always front2runner adopting in any latest technology in the world. Because it
believes that innovative technolo"gy is a key asset for the future of banking. #ur strategy is
to invest in those systems that will enable them to upgrade and enhance financial services.
14
/ead o Consu)er Ban"ing
/ead o Consu)er Ban"ing
(anager Service <ualit'
#S<:
(anager Service <ualit'
#S<:
(anager Business Finance
(anager Business Finance
$icer Co)pliance ;
Control
$icer Co)pliance ;
Control
Support 09ecutive
Support 09ecutive
/ead o &roduct
%evelop)ent
; (ar"eting
Services
/ead o &roduct
%evelop)ent
; (ar"eting
Services
/ead o
Ban"ing
&roducts
/ead o
Ban"ing
&roducts
/ead o
%istri!ution
;&riorit'
Ban"
/ead o
%istri!ution
;&riorit'
Ban"
/ead o
Cards
/ead o
Cards
/ead o
Credit ;
Collection
/ead o
Credit ;
Collection
$icer
$icer
$icer
$icer
$icer
$icer
$icer
$icer
$icer
$icer

)nitiatives include the spreading of high >uality transaction processing across the JroupM the
use of workflow technologies such as electronic imagingM the introduction of state2of2art
0ash 7anagement and trade productsM and fully automated branch services. They are also
harnessing technology to improve our risk management system and the internal process for
sharing information, thus solving business problem and meeting customer needs in the first
moving markets.
Dhile 5tandard 0hartered Bank in Bangladesh is yet to be at forefront of many of these
developments they are already recognized as the technological leader in the banking sector
of Bangladesh for their following achievements9
A 5tandard 0hartered Bank is the only bank with +! hours automated 6hone2Banking
service.
A 5tate2of2art T7 network running on uni>ue platform.
A Csage of optical storage for retrieval of records on customers re>uest.
A #n2line real2time connection among all branches.
A .ull2fledged back2up data center support.
A #nly bank in the country to use inter2city H5T link.
A #nly Bank using automated (ailing system.
A 5D).T communication for payment transfer.
A -2mail service network amongst all the branches.
5tandard 0hartered Bank recognizes their responsibility to invest in communities world
wide not (ust as a moral duty, but because they know they are inter2dependent with the
communities in which they operate. They believe that investing in the well fare of the
community is worthwhile cause for their shareholders. They are active in their community
work, identifying the causes they wish to support today.
*.- C7ST$(0R L$5ALT5
chieving 0ustomer loyalty is the prime goal of 5tandard 0hartered Bank. 5tandard
0hartered?s aspiration to be EThe ,ight 6artnerF falls in to this framework as well. 5ervice
providers are continuously striving to provide the best that they can possibly give to their
customers so as to differentiate from competitors.
1"

50B?s customer loyalty attainment program involves the following intertwined and
interdependent strategy9
*.-.1 Intelligent <ueue (anage)ent = <uic" <ueue S'ste)
50B has developed a software solution system that will aid in trafficking people at the
branches. The Guick Gueue system of 50B helps to upgrade customer e'perience in the
following ways9
A The system generates a token for teller service based on type of service @cash
withdrawal or deposit, che>ue deposit, credit card payments etc.: B the volume of
service @below $&8. $&21&&8, over 1&&8 etc:
A The system automatically calculates the workload of available tellerL05# and the
token is issued where the customer will e'perience the lowest possible >ueue.
A 05#L Teller can view the number of people awaiting his service. B557 can also
view the current status and get a total picture of the EfloorF thus being able to track
individual as well as overall performance.
A 0ustomers on receiving the token can go about their business without having to stand
in >ueues. They can go for walk, look through brochures etc.
The software system is connected to the central database through a network. )t stores all the
event information such as, total waiting time, total service time, arrival date and time,
service category, teller id etc. these stored data are analyzed by an intelligent system and
later used to make the prediction about the waiting time for future customers. These data are
also used to evaluate the performance of the bank teller.
*.-.1 Co)plaint (anage)ent
0omplaint 7anagement is a key component in Hoice of 0ustomer design. 5tandard
0hartered solves complaint by utilizing 02manager a robust program to monitor, resolve and
track customer complaintsLvoice. 0omplaint management is also a key component of
,elationship 7anagement 5ystem.
+&

0igure -"-5 'elationship *anageent Syste (Source5 8ews letter o$ SCB)
Benefits of 0omplaint 7anagement9
A 5eek complaint and customer feedback actively.
A Drive rapid service recovery.
A 7inimize future complaints by eliminating root causes.
A Design a roadmap for reaching the group standards.
A -nsure action oriented reporting
+1
Relationship (anage)ent S'ste)
Co)plaint
(anage)ent
E-Forms
Call Office Administrator

*.-.* The Four Stages o I)prove)ent:
5tandard 0hartered always focuses on how to make transactions more satisfying,
relationships more reliable, and partnerships increasingly powerful
0igure -".5 #he $our stages o$ ipro%eent (Source5 8ewsletter o$ SCB)
09plore: The domain of e'ploration, discovery and open2minded speculation. Both parties
must engage with a commitment to mutual disclosure and the invention of new possibilities.
Agree: ,obust e'ploration leads to new opportunities for creating a future together. )nitial
re>uests, proposals and offers are often the first step towards mutually satisfactory
agreements.
%eliver: Take necessary action to fulfill promises and thoroughly e'ecute agreements.
5erve, develop, customize, manufacture, test, install, train, modify and provide promised
training and support.
Assure: 0heck to see if promises have been fulfilled, confirm that the customers needs
have been actions have taken and finally find ways to work even more effectively together.
++
gree
Deliver
-'plore
ssure

*.-., 4$C #4oice o Custo)er::
#ne of the ma(or work streams of 0ustomer <oyalty is 4$C. H#0 research is continuous
effort, which helps in learning what customers have to say. fter gather H#0, 50B trying to
incorporate the customer response into viable productsLservices. .or e.g. over the phone
banking was a prime e'pectation of customers of 50B that fulfilled by 0all 0entre. Thus
H#0 helps in designing new products L services and ensures customer re>uirements.
Cltimately this is what 50B re>uire for staying in business profitably. t present full H#0
initiative entails the following9
A H#0 through customer complaint L feedback
A H#0 through customer suggestions
A H#0 via sales and service personnel while they interact with customers
A H#0 from third party such as, card merchant points, vendors etc.
A H#0 from annual research by third party research firm.
*.-.- Service 09cellence: From Customer Satisfaction To Customer Delight
5tandard 0hartered Bank maintains following mechanism in customer service e'cellence9
A 7aking customer feel important.
A Dorking fast B efficiently.
A 5ervice with smile.
A ;aving ade>uate product knowledge.
A ;andling ob(ections efficiently and courteously.
A To conduct customer surveys to gather EHoice of the customerF and enable to gauge
the current level of satisfaction with service.
A To assess present process capability and to measure key processes end Pto2end from
a customer viewpoint.
A To set up Guality 0ouncil in each country where service and >uality initiatives will
be discussed and key measures monitored.
A -stablishing service >uality training.
+%

End esult: 0reating loyal customers.
0igure -"5 5 Ser%ice +xcellence(Source5 8ewsletter o$ SCB)
*.. C$((72IT5 I240ST(02T $F STA2%AR% C/ART0R0% BA23
5tandard 0hartered Bank strongly believes in 0orporate 5ocial ,esponsibility @05,:. They
believe that while it is important to do business, to make profit, plan growth and build
market share, it is also important to uphold humanitarian values to protect the sick, the
needy and the disadvantaged.
Seeing is Believing
5tandard 0hartered Bank had launch of its new community pro(ect in Bangladesh known as
Q5eeing is Believing?. The bank, in partnership with 5ight 5avers )nternational, and )slamia
-ye ;ospital in Dhaka have (oined together to address blindness.
The key ob(ectives of the pro(ect in Bangladesh are9
A To raise the level of awareness of the issues surrounding blindness in Bangladesh
and to make people aware that simple treatment is available to cure cataracts.
A To train 3,3&& primary health care workers to be able to recognize treatable blindness
and refer 34,&&& people for treatment.
A To provide an operating theatre and children?s ward at )slamia -ye ;ospital to
support cataract operations.
Co))unit' &artnership
The 6artnership supports 1= pro(ects across nine countries, with the aim of helping to
eradicate poverty in the communities in which the bank operates. ctivities include
providing clean water supply, improving health facilities in remote areas and awarding
scholarships to deserving students.
+!
Service excellence
Sales
,etention

Sta'ing in the !est o health
The )D5 and ;)H diseases touch the lives of many of 5tandard 0hartered?s employees
across the world and especially those in highly infected areas, such as frica
and other developing countries. To help educate members of staff about the
disease and provide advice on preventive and control measures, the Bank has
introduced a high profile programme.
Children>s 1ard at Isla)ia /ospital
50B funded the construction of the 5tandard 0hartered operating theatre and children?s
ward in the )slamia ;ospital in Dhaka. Jroup -'ecutive Director 0hris 8el(ik removes the
bandages from a young girl whose sight was restored through Q5eeing is Believing?
campaign.
*.? S1$T Anal'sis
The word 5D#T stands for 5trength, Deakness, #pportunity and Threats. The 5D#T
analysis comprises of the organization?s internal strength and weaknesses and e'ternal
opportunities and threats. 5D#T analysis gives an organization an insight of what they can
do in future and how they can compete with their e'isting competitors. This tool is very
important to identify the current position of the organization relative to others, which are
playing in the same field and also used in the strategic analysis of the organization.
Strength
A The brand image the main strength of 50B.
A 50B is the first foreign bank in Bangladesh with +& branches and %$ T7 booths. )t
has a large customer base because of its wide range networks.
A 50B has the reputation of being the >uality and prompt service provider to its
customers in Bangladesh.
A 50B is the first bank that has introduced the #nline Banking, 6hone Banking, 0all
0entre, uto Bills 6ay, and 7oney <ink 0ard facilities for its customer.
A )t is the first Bank that has launched the credit card in Bangladesh that helps to
increase its customer base. )ts )nternationally valid credit card can be used any where
in the world.
+$

1ea"ness
A 6eople has a perception that 50B is an e'pensive bank and only focus on the
0orporate Banking.
A 50B?s most products are not affordable for the lower middle class people. s a result
those product cannot make any appeal to a large segment of population.
A The bank first introduce the T7 machine in Bangladesh that is why all the
machines get old. s a result customer often complain about the T7?s out of
service.
A 50B has fewer branches than its rival 6rivate 0ommercial Bank.
$pportunities
A The population of Bangladesh is increasing that may create opportunity to increase
customer base.
A 7any )ndustry like 5oftware, Telecommunication, Te'tile, 5teel, 6harmaceuticals
etc. are growing in Bangladesh, which make a better opportunity for the )nstitutional
Banking of 5tandard 0hartered Bank.
A s the people are getting adapted with technology based servicesM 50B has a better
opportunity to capture those customers with its modern, fastest and technology based
services.
Threats
A Jrowing competition from 60Bs and other foreign banks are threats for 50B. Those
banks are striving for growth with their fle'ible structure, decentralized trade and
credit operations.
A Domestic Banks become more aggressive to increase their customer share. #n the
other hand those banks are providing services with lower cost than 50B. That is why
customers are become interested for other banks1 minimum cost services.
A 6olitical )nstability in the country is also a threat for 50B,s operation and growth.
Because of political instability people are not interested to invest as a result
substantial amount of idle money are remaining with the bank.
+3

F$7RT/ C/A&T0R
BRA2C/ $&0RATI$2 $F STA2%AR% C/ART0R0% BA23
50B has different section to operate total operation of branch. -ach section has different
types of work. ll section is e>ually important for branch. These section are 0ash and client
service, 0ustomer 5ervice, account and loan opening 5ection, 0learing section, <oan
section, )nformation 5ection, 0ard 5ection, 5ales 5ection, ,isk management section.
,.1 Cash and Client Service
&a')ent Against Che@ue: )n this section Teller made cash payment against a che>ue when
a customer present the in front of him
&a')ent against transer #/ouse Transer: Che@ues
.und can be transferred from one account to another when both drawer and beneficiary
maintain accounts with the bank.
,.2 Custo)er ServiceA Loan and Account opening Section
This section meets the needs of individual customers with various products like 0urrent
ccount, 5avings ccount, -'tra Halue 5avings ccount, ccess ccount, 0all Deposit,
.0I Deposit, N.0D .i'ed Deposits, ,.0D ccount, 6ersonal <oans, uto <oans, .le'i
loans, 0ash <ine, )nstallment loans, etc. This section also deals with other savings
instrument like education savings scheme, rainy day scheme, marriage day scheme,
millionaire scheme.
This section is the entering point to a customer into the bank. )f there is clarity of all
re>uirements are filled while opening an account, then all the function can easily be
performed. The following materials are considered when new accounts are opened9
A 8now your customer @8I0:
A ddress verification.
A 7andate or mode of operation of the account.
+=

,.2.1 (andates are:
Account in single na)e: person who seeks to open a bank account in his own name has
un>uestionable authority to do so with absolute control over his account.
Account in +oint na)es: ccount can also be opened in (oint names" There is couple of
modes of operation for E(oint accountsF. They are9
A -ither or 5urvivor
A /ointly
A 5pecial )nstructions
Introduction: )ntroduction by an e'isting account holder is re>uired to open an account.
The photograph of the account holder must be attested by the introducer. person who has
an account with SCB for at least 3 months can introduce a new customer.
$ccupation o the account holders: )f the customer is service holder then letter of
introduction from his organization is re>uired. #n the other hand if the account holder is a
businessman he must have to specify his business and his business has to be verified by the
trade license and the address of the business. The prior permission of the head office is
necessary if the business is of /ewelry, -'change house, 7anpower, courier services and
hotel Brestaurants etc.
2o)inee: To take nominee is mandatory. )ncase of death of the account holder the nominee
will be the owner of the amount available in the deceased account. Nominee should be the
nearest relation9 son L daughter, Dife L ;usband, .ather L mother etc.
Transaction proile: )n transaction profile the customer declares the range of amount sLhe
will transact in each transaction, which must be consistent with the Type of account and the
nature of the business.
Identit' %ocu)ents: #ne of the following documents may be accepted in support of the
identity of customer. Those are photocopy of valid passport, Driving license, )dentity card
given by the employer, Hoter )D card, 0ertificate from doctor etc.
,.* Inor)ation Section
This section provides instant customer service to customer. 0ustomers get various types of
information from this section.
+4

,., Card Section:
50B started its cards operation in 1"4" as a part of retail banking. The bank is the one of the
ac>uires of two ma(or cards in Bangladesh. Two of the credit cards are H)5 and 75T-,
0,D. The bank is the first to introduce the T8 0,-D)T 0,D. The card is issued
basically to a person?s name, the specific person can use the card in anywhere in
Bangladesh.
,.- Loan Section
<oan section works with various types of loan. This section processes the loan application
and analyses the information provided by the applicant and work for the disbursement of the
loan. This section keeps record of each loan and has the responsibility of monitoring each
customer loan.
,.. Clearing Section
0learing section receives instruments for mainly two purposes, which can be classified as
under outward clearing instrument and inward clearing instrument.
,.? $peration Ris" (anage)ent Section
This section has the responsibility of monitoring various types of risk that may be occurred
from day to day operation of the bank. This section works to control the critical matter and
try to reduce it.
,.B Sales section
50B has separate sales section which is headed by 5ales Team 7anager @5T7:.
,esponsibility of the employees of this section is to achieve the target sales on weekly and
monthly basis. They have to maintain the record of how many customers they visits and how
many accounts are opened. )f they can sell above their target, they get commission.
,.C Custo)er Service (anager #CS(:
0ustomer 5ervice 7anager has the responsibility of monitoring the daily Branch cash
operations. 0571s approval is needed in every cash related function such as issuing pay
order, che>ue payment, and clearing che>ue etc.
+"

,.1D Branch Sales and Service (anager #BSS(:
B557 acts as a line manager of the above sections. ;e is the leader of the team. ll of the
orders and rules specified by the authority are reached to the employee of different section
of the Branch by B557. ;e monitors all the branch operations according to the centralized
rules. ny transaction e'ceeding the approval limit of 057, it re>uires the approval of
B557. To achieve the central target for the Branch, B557 sets guideline so that every
employee can work as a team to achieve their individual target as well as the Bank as a
whole.
%&

C/A&T0R FI40
&R$%7CTS A2% S0R4IC0S $F STA2%AR% C/ART0R0% BA23
The products of 5tandard 0hartered Bank can be classified under two headings9
A <iability 6roducts
A ssets 6roducts
A 0redit 0ard
7any other services and alternate channels also offered by 50B.
-.1 LIABILIT5 &R$%7CTS $F STA2%AR% C/ART0R0% BA23
ll kinds of accounts are called liability product. Those are mentioned below9
Savings Accounts
The 5avings ccounts are usually opened and operated by individuals to meet their future
contingencies and also to en(oy the convenience of easy accessibility of money
kept in savings account. 5avings accounts are designed for the investment of
the personal savings. nyone looking for an opportunity to build a sound
saving base can avail 5tandard 0hartered?s 5avings account, which includes
the following benefits9
A .ree che>ue2book, T7 card and phone2banking service
A ccount access from all their branches in Bangladesh
A #pportunity to apply for2 safe deposit locker facility, utility payment service through
T7 and any of their personal finance products.
5avings ccount can be opened by individuals, associations, trusts, clubs, charities,
societies and other non2trading associations.
Ta!le -.1: &roduct eatures o Saving Account
#pening mount BDT +&&,&&&
7inimum Balance ,e>uirement BDT +&&,&&&
Ta' 1&* of )nterest earned
Balance below BDT +&&,&&& )nterest ,ate &.&&*
Balance BDT +&&,&&&21,&&&,&&& )nterest ,ate +.=$* half yearly
Balance bove BDT 1,&&&,&&& )nterest ,ate %.&&* half yearly
%1

09tra 4alue Saving Account #04SA:
-'tra Halue 5avings ccount @-H5: is a high powered savings account targeted to people
with a higher disposable income. )t has all the features and benefits of the savings account
and a few e'tra benefits available for -H5.The special benefits in -H5 are9
A 7a'imum T7 withdrawal <imit BDT !&,&&& in a single day
A 6ersonal )n(ury )nsurance 0overage for 1 year up to BDT 1,&&&,&&&
A Discount on locker charge
A Discounted rate for issuing 6ay #rders, Demand Drafts, Traveller?s 0he>ues B
.oreign 0urrency
Ta!le -.2: &roduct eatures o 09tra 4alue Saving Account
#pening mount BDT %&&,&&&
7inimum Balance ,e>uirement bove BDT +&&,&&&
7a'imum )nsurance 0overage BDT 1,&&&,&&&
Ta' 1&* of )nterest earned
Balance BDT +&&,&&&21,&&&,&&& )nterest ,ate +.=$* half yearly
Balance bove BDT 1,&&&,&&& )nterest ,ate %.&&* half yearly
4I& Saving Account #4I&SA:
This account is introduced recently in 50B. This account targets people with a high income.
)ts interest rate is also high. )nterest is given on month end balance.
Ta!le -.*: &roduct Features o 4I& Saving Account
#pening mount BDT $&&,&&&
7inimum Balance ,e>uirement BDT $&&,&&&
)nterest ,ate 7a' $* monthly
T7 Dithdrawal BDT 3&,&&& per day
Access Account
ccess ccount is a variant of the 5avings ccount. 5tandard 0hartered Bank in its
continuous effort to bring more convenience to its customers started this account targeting
salaried employees, students and housewives. <ike savings account it has the following
attributes9
A ccess is an account that gives interest on the deposit kept in it
A This account is for individuals only
%+

A #ne can put his money in this account and earn interest on the idle funds and also
use the funds when he needs it.
ccess is different from 5avings in the following aspects
A There is no che>ue book in this account.
A ll the transaction done through T7LDebit 0ard.
A No minimum balance fee and other minimum balance related charges.
A nnual T7 fee of only 1$&RHT
A #pening balance is BDT +&,&&&
This account is ideally suited for salaried e'ecutives, housewives and students. 6eople who
may not be able to make time in their busy daily schedule to come to the bank during
transaction hours are prime targets for this account. #rganizations cannot open this account.
Ta!le -.,: &roduct eatures o Access Account
#pening mount BDT +&,&&&
7inimum Balance ,e>uired to
earn interest
BDT 1&&,&&&
Ta' 1&* of )nterest earned
)nterest ,ate +.=$*2%.&&* half yearly
0h>ue Book .acility No
Freedo) Account
)t is a type of saving account. Bangladeshi individuals with age limit between 142!& years
old can open this account.
Ta!le -.-: &roduct eatures o the Freedo) Account
#pening mount BDT +$,&&&
7inimum Balance ,e>uired to
earn interest
BDT +$,&&&
Ta' 1&* of )nterest earned
)nterest ,ate $*
6raduate Account
Jraduate ccount is an interest bearing 5avings ccount for ongoing graduate and post2
graduate university L college students, who are at least 14 years old. The account will have
Debit 0ard but no che>uebook facility. 50B Jraduate account holders en(oy automatic
insurance coverage of BDT 1.& lac @automatic built in feature: from the day of opening
account with us, which is paid by the Bank as a special product benefit.
%%

Ta!le -..: &roduct Features o 6raduate Account
#pening mount BDT 1&,&&&
7inimum Balance ,e>uirement BDT 1&,&&&
)nterest ,ate +* calculated daily but
credited half yearly
T7 Dithdrawal BDT $,&&& per day
Current Account
0urrent account is an account on which che>ues are drawn and to which credits are paid. )t
is a non2interest bearing aLc, it is also called checking account. 0urrent ccounts suit the
re>uirement of Businessmen, /oint stock companies, )nstitutions, 6ublic uthorities etc. s
they re>uire numerous transactions on every working day, the banks do not pay interest on
current deposit. Csually the loans and advances are disbursed through current accounts.
0urrent account is suitable for9
A )ndividuals9 ,esident Bangladeshis, Non2resident Bangladeshis, .oreign Nationals
residing in Bangladesh.
A #rganizations9 5ole 6roprietorships, ,egistered 6artnerships, Cnregistered
6artnerships, 6ublic <imited 0ompanies, 6rivate <imited 0ompanies, 0lubs,
ssociations, 5ocieties, 0harities, Nationalized #rganizations, utonomous Bodies,
NJ#s.
%!

Ta!le -.?: &roduct eatures o Current Account
#pening mount BDT $&,&&&
7inimum Balance ,e>uirement BDT $&,&&&
Ta' No ta' is applicable
)nterest rate No interest is paid
0he>ue Book Ies
Isla)ic Current Account
0urrent account is an account on which che>ues are drawn and to which credits are paid. )t
is a non interest bearing aLc, it is also called checking account. The )slamic 0urrent ccount
has the following features9
Co)pliance with Shariah:
The 5tandard 0hartered Jroup has an )nternational team of professionals with )slamic
financial e'pertise dedicated to developing 5hariah2approved financial solutions. The
process of product development and 5hariah review ensures that its 5hariah 0omplaint
6roducts are with in the guidelines for finance that are prescribed by the )slamic <aw. There
are no interest related charges on )slamic ccount. The product features of the )slamic
0urrent ccount are9
Ta!le -.B: &roduct eatures o Isla)ic Current Account
#pening mount BDT $&,&&&
7inimum Balance ,e>uirement BDT $&,&&&
Ta' No ta' is applicable
)nterest rate No interest is paid
0he>ue Book Ies
The facilities of the account are9
A +!2 hours T7 services across the country.
A By subscribing 575 banking, account holder can also set account information
through 575.
A 6hone Banking at 5tandard 0hartered Bank?s +!2hour call center.
A 0ustomer can pay bills from their )slamic 0urrent ccount without actually coming
to the branches. Bills will be automatically paid by filling up an instruction form.
A The 5tandard 0hartered Bank?s )slamic 0urrent ccount is all about fle'ibility and
convenience. 0ustomer can make withdrawals B deposits without any restrictions.
%$

4I& Current Account #4I&CA:
This product is recently introduced in the 50B. )t is an interest bearing account. )nterest is
paid on monthly end balance.
Ta!le -.C: &roduct eatures o 4I& Current Account
#pening mount BDT +$&,&&&
7inimum Balance ,e>uirement BDT +$&,&&&
)nterest rate +2%* 7onthly
T7 withdrawal BDT 3&,&&& per day
Foreign Currenc' #FC5:Current Account
.oreign 0urrency 0urrent ccount is a non2interest bearing account where the fund is not
the local currency but a currency of another country @C5 Dollar, JB 6ound:.
This type of account can be opened by the followings9
A Bangladesh nationals residing abroad.
A .oreign nationals residing in Bangladesh.
A .oreign firms registered abroad and operating in Bangladesh.
A .oreign missions, -'patriate employees of foreign missions or companies.
.eatures of the account9
A These accounts can be opened with EKero balanceF, since, most of these account will
receive inward remittance from abroad.
A 0he>uebook is issued in this account. )t is the only .0I account where che>uebook
is issued.
A 0ustomer cannot get interest in these accounts. Banks can pay interest only the
deposits of .0I that is in the form of term deposits and must be for at least %& days.
A No, there are no ta'es on current account as long as the customer gets no interest. )f
customer gets interest, then heLshe will have to pay 1&* ta' on the earned interest.
Resident Foreign Currenc' %eposit #RFC%: Account
,.0D is an interest bearing foreign currency account. The funds in this account is kept as
time deposit. These accounts can be opened by residents of Bangladesh with .oreign
0urrency brought in by the account holder from travel abroad.
%3

Custo)er 0ligi!ilit': 6eople who are residents of Bangladesh can open this account upon
their return from abroad. 5ince it is an interest bearing account, then non2Bangladeshis
cannot open this account.
Restrictions or operating a RFC% account
A .unds brought in from travel abroad can only be credited to these accounts.
A -'port proceeds and funds from business deals generating from within Bangladesh
cannot be put into these accounts.
A Deposits over C5D $&&& or e>uivalent .oreign 0urrency have to have .orm .7/
when crediting to the account.
A Dhen .oreign e'changes are credited into these accounts, the depositor must submit
a declaration saying when he returned from abroad and that the fund was not a result
of any business deal generated in Bangladesh or from e'port proceeds.
Ta!le -.1D: Features o the RFC% Account
#pening mount C5D 1&&& or JB6 $&& e>uivalent
currency
7inimum Balance ,e>uirement C5D 1&&& or JB6 $&& e>uivalent
currency
)nterest rate Between 1.&! 21.=1*
2onEResident Foreign Currenc' %eposit #2FC%: Account
N.0D is an interest bearing foreign currency account. This account can be opened only by
non2resident Bangladeshis @N,B:. The special attributes of N.0D account9
A )t is an interest bearing foreign currency account.
A )nterest is paid in foreign currency.
A )nterest in these account are Ta'2free.
A )nterest is payable at maturity.
A 0ustomer can keep the fund in this account for more than 1 monthM like %, 3 B 1+
months periods.
A 6eople with dual nationality can also open this account.
%=

A .oreign nationals, companies, firms, banks, financial institutions and -6K units can
open N.0D accounts.
A 7inimum #pening Balance is C5D 1&&& or JB6 $&& or e>uivalent currency for
individuals.
A .unds, with interest, in these accounts can be freely repatriated abroad.
A There are no fees and charges in N.0D account.
Short Ter) %eposit #ST%: Accounts or Call %eposit
5hort2Term Deposit @5TD: is a deposit vehicle, which is9
A .i'ed )nterest bearing account
A The deposit is repayable at a fi'ed date or at demand
)t is a non2transactional account. This account is suitable for those individuals and
organizations that have a substantial amount of idle funds but those funds can be called into
use at any time.
Ta!le -.11: &roduct eatures o ST% Account
#pening mount BDT +$&,&&&
7inimum Balance ,e>uirement BDT +$&,&&&
)nterest rate Between +* and %.=$*
0he>uebookLDebit 0ard No
Ta' 1&* on the interest
Fi9ed %eposit #F%: Account
.i'ed Deposit ccount is the savings vehicle where customers keep their money9
A a fi'ed amount
A for a .i'ed of 6eriod
A for a fi'ed rate of interest.
This rate of interest is usually higher than the rate offered in 5avings ccounts. The features
of the fi'ed deposit account are as follows9
A The minimum amount re>uired to open an .D is BDT 1&&,&&&
A .D can be kept for 1 month, % months, 3 months, 1+ monthsL1year, + years B above.
A )nterest rate on the .D is dependent on the time and the amount of the .D.
A 0ustomers will not get any che>uebook or any T7 card for .D.
A utomatically renewable.
%4

A )nterest is payable at maturity.
(onthl' Savings Sche)e #(SS:
There are currently % monthly savings schemes. They are9
A 7arriage savings scheme
A -ducation savings scheme
A ,ainy day savings scheme
0ustomers will buy units of these schemes. .irst they will make an initial deposit after that
they will deposit a fi'ed sum every month based on the units they buy. )nterest on all
deposits will be calculated daily and will be added to the deposit at the end of the month.
The scheme is for a fi'ed period. t the end of the period customers will get a fi'ed amount
back. The facility is available in any of the above2mentioned three schemes for %2year, $2
year or 1&2year term only. To buy one unit of education, marriage B rainy day scheme
customer need to deposit Tk. 1&,&&& at the beginning and a monthly deposit of Tk. 1&&& till
the maturity of the scheme.
Beneits:
Secured: 7onthly 5avings 5cheme offers customers an alternative to eliminate the
uncertainties from their beloved children1s life in case of their untimely death. )f
customers feel worried about their education related e'penses, marriage or other
contingency needs in their absence, 50B?s 7onthly 5avings 5chemes offer such
customer perfect solution.
Sure eturn: )nsurance .acility of 5avings 5cheme offers sure return to customer?s
children or anyone selected by him as the nominee in case of unfortunate death before
the maturity of the scheme. 0ustomer?s nominee will receive the total amount @e>ual to
the proposed 7aturity Halue for any particular scheme: no matter how much customer
has paid.
&ersonal Ban"ing &lan #09cel Ban"ing:
-'cel Banking is an e'clusive service of Dealth 7anagement, designed to meet our
customers evolving banking needs. 6ersonal attention, preferential pricing and fast track
%"

services are (ust a few of the distinctive features that ensure our customers get the best out of
their time and money.
O!"ecti#e
A -nsure retention, deepening and upgrading of the e'isting middle market customer
base, as well as new ac>uisitions.
A ct as a service differentiator within the core segment of customers across all
products 2 <iabilities, 0ards, 6<, uto and B.5.
$em!ership
7embership to -'cel Banking is complementary and offered to 5tandard 0hartered
customers who maintain a relationship value between BDT 1.$ million and BDT +.$ million
across various Dealth 7anagement products.
The facilities of -'cel Banking are9
A .ree personalized -'cel che>uebook
A .ree 0ashier?s #rders up to BDT $&,&&&
A ;igher T7LDebit 0ard withdrawal limit of up to BDT !&,&&& per day
A 0ommission2free .oreign 0urrency -ndorsement and issuance of Travelers 0he>ues
A $&* waiver on Debit 0ard nnual .ee for the first time
A 1&&* waiver on online @intercity: transactions
A $&* waiver on 6rocessing .ee for #D limit
A %%* waiver on <ocker 5ervice 0harge
A )nvitation to the selected 50B sponsored events.
A 7odern2banking services like -vening Banking 5ervices, +! hour call center,
)nternet Banking, 575 Banking, uto Bills 6ay facilities, +! hour Bills pay 0entres,
etc. without paying any additional charges.
&riorit' Ban"ing
0ustomers having semi2annually BDT %.$ million average balance in their deposit account
will be eligible for 6riority Banking 0ustomers. 5tandard 0hartered offers such customer
special privileges like9
A <ocker facilities at branches of 5tandard 0hartered with preferential rates.
!&

A 5pecially designed 6riority 0ard that lets priority customer withdraw up to BDT $&k
from any of 5tandard 0hartered +$ T7s located in $ many cities.
A The following charge free banking convenience9
A 5tudent files
A T0sL.oreign e'change issue
A 5olvencyL Balance confirmation certificate
A 6.#.s B D.D.s @on 50B location: upto Tk
A )nstant fund transfer between cities and much more location.
0ustomer can also take advantage of9
A host of e'clusive privileges and discounts offered at various retail outlets on food
B beverages, apparels, fitness B other lifestyle products are available to priority
customer (ust by showing 6riority Banking 0ard.
A 0omplementary access to the Balaka <ounge at Kia )nternational irport and much
more places.
6riority banking is especially designed for people who appreciate the finer things in life.
6riority customers will be able to satisfy all banking needs in an ambience of absolute
comfort, privacy B lu'ury.
!1

-.2 ASS0TS &R$%7CTS $F STA2%AR% C/ART0R0% BA23
ll types of loans and advances are assets products.
-.2.1 Conventional Loan
&ersonal Loan
)t is a loan offered to individuals for some given purposes and is to be repaid by ->ual
7onthly )nstallments @-7):. 5alaried employees of 7N0s, <arge <ocal 0orporate bodies,
NJ#1s, )nternational aid agencies, CN bodies, irlines are eligible for this type of loan.
Jovernment employees, businessmen and self2employed professionals can also get this
loan. 5ince no security is taken, the income of the applicant is given prime consideration.
The purposes for which 6ersonal <oan can be availed are very particular. They are9
A ;ouse renovation
A 7arriages in the familyS
A dvance rental paymentsS
A ;ospitalization or other emergency medical needsS
A Trips abroadS
A ;igher professional or tertiary educationL professional training.
A 6urchase of 7iscellaneous household appliances.
Ta!le -.12: Features o &ersonal Loan
<oan )nstallment 1+, +!, %3, !4, 3&
7inimum <oan mount BDT 3&,&&&
7a'imum <oan mount 1,&&&,&&&
)nterest ,ate 1%*21"*
6rocessing .ee
BDT 1&&&R1$* HT for loans e>uals to or above
BDT 1&&,&&&LT
+* of the loan approval amount R 1$* HT for
loans above BDT 1&&,&&&LT
!+

Auto Loan
uto <oan is a fi'ed loan facility given for the purpose of purchasing an automobile. The
loan is secured by the automobileLvehicle. The uto <oan is targeted for both
A 5alaried -'ecutives
A BusinessmanL5elf2-mployed 6rofessionals
-ligibility 0riteria for 5alaried -'ecutive9
A 7inimum ge +% yrs
A 7a'imum ge 3$ yrs but the duration of the loan must be end before his retirement
age
A 7inimum Total monthly income should be BDT +$,&&&
A Nationality 7ust be Bangladeshi
A Dork e'perience 7inimum 1+ month?s continuous employment
-ligibility criteria for 5elf2employed 6rofessionals and Businessperson9
A 7inimum ge +$ yrs
A 7a'imum ge 3$ yrs
A 7inimum Total monthly income should be BDT +$,&&&
A Nationality must be Bangladeshi
A Dork e'perience %2year of business age.
Ta!le -.1*: Loan Features o Auto Loan
<oan )nstallment 1+, +!, %3, !4, 3&
7inimum <oan mount BDT +&&,&&&
7a'imum <oan mount BDT +,&&&,&&&
)nterest ,ate 1$*21=*, 1%* if 1&&* secured
6rocessing .ee
.or loan +&&,&&&2 !&&,&&&, BDT $,&&&
.or loan !&&,&&&2 1,&&&,&&& BDT =,$&&
1,&&&,&&& and above 1* of the loan amount .
0ustomers can get uto <oan to buy reconditioned cars. The age of the car must not be more
than 1& years at the end of the loan period. Dhen customer taking the loan for
EreconditionedF cars, it is important to be sure about of the brand and the manufacturing
year of the car.
!%

Fle9i Loan
.le'i <oan is a partially secured loan facility given for any legitimate purpose. The loan can
be either partially secured or fully secured. The security for the loan should be in a readily
encashable form..le'i <oan is targeted for employees of reputed <ocal 0orporates,
7ultinationals, NJ#s, private universities, )nternational id gencies, CN bodies and
irlines, Jovernment -mployees, 5elf2employed 6rofessionals @Doctors, -ngineers,
0hartered ccountants and rchitects: and Businessman.
Ta!le -.1,: Features o Fle9i Loan
<oan )nstallment BDT 1&&,&&&2 BDT $&&,&&& %3 )nstallments
BDT $&&,&&&2 BDT 1,&&&,&&& 3& )nstallments
7inimum <oan mount BDT 1&&,&&&
7a'imum <oan mount BDT 1,&&&,&&&
)nterest ,ate 1%*214* based on readily encashable security
6rocessing .ee
.or loan upto BDT 1&&,&&&LT, BDT 1&&&LT
.or loan above BDT 1&&,&&&LT, +* of the approved
amount
The purposes for which .le'i <oan can be availed are very particular. They are9
A ;ouse renovation
A 7arriages in the family
A dvance rental payments
A ;ospitalization or other emergency medical needs
A Trips abroad
A ;igher professional or tertiary educationL professional training
A 6urchase of 7iscellaneous household appliances.
.le'i <oan cannot be used for business purposes like working capital and buying industrial
machinery. But doctors, architects, 0s, engineers who have private practices can use this
loan to buy their office machines, office e>uipments Laccessories or office renovation.
Eligi!ility Criteria
A 7inimum ge9 +% yrs.
A 7a'imum ge9 3& years
A 7inimum Total 7onthly )ncome9 1+,&&& Taka.
A <ocation9 7ust live in a city where 50B has a branch.
!!

A Telephone9 7ust have either a personal mobile phone or a phone in residence.
A Nationality9 Bangladeshi.
A .or salaried person income is assessed through salary certificate and bank statement.
U50B L0 holders have to provide latest 3 month1s statement.
U#ther Bank L0 holders have to provide latest 1+ month1s statement.
A .or businessperson income is assessed through ta' returns and bank statement.
U50B L0 holders have to provide latest 1+ months? statement.
U#ther Bank L0 holders have to provide latest 1+ months? statement.
Business Install)ent Loan
B)< is a partially secured loan facility given to any business concern for any legitimate
purpose. The security for the loan must be in a readily encashable form. The loan amount is
minimum BDT 1+ lakh and ma'imum BDT $& lakh. )t is one of the oldest forms of banking
products, where the bank lends the customer a principal fund and the customer pays off the
loan @6rincipal R )nterest: periodically @i.e. monthly:. The target markets for this loan are9
A 5mall and 7edium -nterprises in any sector other than the restrictions and
e'clusions outlined in the 6roduct Development Document, and >ualified by
customer selection criteria.
A 6rofessionals, for e'ample, doctors, lawyers, teachers, etc.
Custo)er 0ligi!ilit':
A ge of business has to be % years or more.
A Business must have own L rented operating premises for alt least + years.
A nnual sales turnover has to be between BDT 3& lakh and BDT 3& crore.
0onse>uently, annual pre2ta' income has to be .BT 3 lakh.
B)< can be offered to the customers for the following purposes9
A <ong term working capital finance
A sset finance @plant B machinery:
A Business -'pansion
A #ffice premises renovation
!$

Cash Line
0ash <ine is a fully cash secured lending facility. )t is intended to meet the emergency cash
needs of the customer without unlocking his long2term investments. .ully cash
secured means that customers can get this facility by pledging L liening a
security that is either cash or can be very easily converted to cash. The
securities that 50B considers can be easily encashed are )0B units, Dage
-arners Development Bond @D-DB: and .i'ed Deposit ccount of 50B.
To this end, there are + basic types of 0ash <ine a: #verdraft, b: .i'ed <oan.
Cash line O#erdraft: )t is a secured overdraft facility. The limit of the facility is 4&* to "&*
of the security value pledged to 50B.
Cash %ine Fi&ed %oan: )t is an installment loan payable in monthly installment.
0ustomer get cash line for any of the following purposes9
A ;ouse renovation
A 6urchase of 6ersonal 0omputer
A 7arriage in the family
A 6urchase of refrigerator
A dvance rental payment
A 6urchase of furniture
A Trips abroad
A #ffice renovations
A ;ospitalization or other emergency medical needs
A ;igher professional or tertiary educationLprofessional training
A 6urchase of office e>uipment and accessories
A 6urchase of miscellaneous household appliance.
Ta!le -.1-9 <oan .eatures of 0ash <ine
<oan )nstallment 7inimum 1+ months B 7a'imum 3& months
7inimum <oan mount BDT 4&,&&&
7a'imum <oan mount BDT $,&&&,&&&
)nterest ,ate #verdraft P =.=$*21+*
)nstallment <oan P "*21%*
6rocessing .ee
1* of approved loan amount or BDT +&&&,
whichever is higher.
!3

(ortgage Loan
-veryone has dreams of a sweet home. 50B helps make his dream come true by introducing
7ortgage the best home loan. There are four types of 7ortgage loan customer considering
their profession and source of income. Those are9 5alaries person, 5elf2employed
professional, Businessmen and <andlord. 50B offers the following products9
A ;ome <oan9 6urchase dwelling for residence purpose.
A ;ome 0redit9 6urchase 5ubse>uent properties for investment.
A <ife 5tyle <oan @<5<:9 7eet some urgent daily life e'pense.
A Take #ver @T#:9 Transfer loan from current institution to 50B.
Ta!le -.1.: Loan Features
7inimum Tenure %3 7onths
7a'imum Tenure
5alaried Business 5elf2emp <andlord
;< 14&7 1!!7 14&7 14&7
;0 1+&7 1+&7 1+&7 1+&7
<5< 1+&7 1+&7 1+&7 1+&7
7inimum <oan mount BDT $&&,&&&LT
7a'imum <oan mount BDT 3,&&&,&&&LT
)nterest ,ate ;< 1%.$&*, <5< 1!.$&*
7inimum )ncome
BDT +$,&&& B BDT %$,&&& for salaried B
businessman respectively and BDT %$,&&& for
self2employed person.
-.2.2 Isla)ic Loan
5tandard 0hartered is introducing )slamic 6ersonal .inance in Bangladesh for purchase of
consumers? durables with the convenience and fle'ibility to suit their needs. )slamic
6ersonal .inance is a 5hariah 0ompliant financing opportunity. )t enables customers to
finance durables and services in a 5hariah 0ompliant manner.
Features
Complaint 'ith Shariah: )slamic 6ersonal .inance has been developed in consultation with
B approved by the 50B )slamic 5hariah 5upervisory 0ommittee which ensures that 50B?s
5hariah compliant 6roducts are free of interest B with the guidelines for commerce, finance
B investment that are prescribed by the 5hariah @)slamic <aw:.
!=

(slamic )ersonal Finance under $ura!aha mode: )slamic 6ersonal .inance is designed
according to the rules of 7urabaha financing, an )slamic financial tool, which allows party
to purchase assetsLgoods from party B, pay for the goods in deferred payments. The
condition is that party should own the goods at the time of sale. The price of the
assetsLgoods should be fi'ed at the time of sale B should not change subse>uently.
0ustomers can purchase durables B services from 50B at a fi'ed price. The customer can
pay for the price of the durables B services in e>ual monthly installments. 50B will first
purchase B services itself B then sell it to customers at a price, which includes a profit.
*o cash security re+uired: There is no cash collateral re>uirement to obtain this finance. )t
means there is no re>uirement for submitting fi'ed deposit to Bank as security. .ew
documents from employer or guarantee from a reputed person @as defined by the bank:
would suffice.
There are types of loan under )slamic .inance9
1: )slamic 6ersonal .inance
+: )slamic uto .inance
Isla)ic &ersonal Finance
)t is a finance offered to individuals for some given purposes and is to be repaid by ->ual
7onthly )nstallment @-7):. 5alaried employees of 7N0s, <arge <ocal 0orporate bodies,
NJ#1s, )nternational aid agencies, CN bodies, irlines. Jovernment employees,
businessman and self2employed professionals can get this loan. 5ince no security is taken,
the income of the applicant is given prime consideration.
The purposes for which )6. can be availed are very particular. They are9
A ;ouse ,enovation
A 6urchase of 6ersonal 0omputer, refrigerator, audio2video e>uipment or furniture
A 7arriage in the family
A dvance rental payments
A ;ospitalization or others emergency medical needs.
A Trips abroad
A ;igher professional or tertiary educationL or professional training
!4

A 6urchase of miscellaneous household appliances
Ta!le -.1?9 <oan .eatures of the )6.
<oan )nstallment 7inimum 1+ months B 7a'imum 3& months
7inimum <oan mount BDT 3&,&&&LT
7a'imum <oan mount BDT 1,+&&,&&&LT
)nterest ,ate 1=.&&*
6rocessing .ee
1* of finance pproved mount or BDT 1,&&&,
whichever is higher.
)ncome
BDT 4$&&2BDT 1+&&&
Isla)ic Auto Finance
uto finance is a fi'ed loan facility given for the purpose of purchasing an automobile. The
loan is secured by the automobileLvehicle. The auto loan targeted is for both9
A 5alaried -'ecutives
A Businessman or self2employed professional
The product has been structured in the following manner92
A The bank will enter in to a (oint participation arrangement to invest in the vehicle on
the basis of Diminishing 7usharaka.
A The bank will provide the larger share of the purchase price of the vehicle.
A The bank will rent out L allow usage of its share of the vehicle to the customer. The
customer will agree to make monthly payments for the use of the vehicle.
A The customers will also make regular scheduled payments in the participation to
increase their e>uity in the vehicle. Thus with each payment the ownership of the
customers in the partnership grows increasing their share of the vehicle.
A #nce the customer has paid in full, the customer will have free and clear title to the
vehicle.
!"

Ta!le -.1B9 <oan .eatures of the uto <oan
<oan )nstallment 7inimum 1+ months B 7a'imum 3& months
7inimum <oan mount BDT +&&,&&&LT
7a'imum <oan mount BDT !,&&&,&&&LT
)nterest ,ate 1%.&&*
6rocessing .ee
.or loan BDT +&&,&&&2!&&,&&& is BDT $&&&
.or loan BDT !&&,&&&21,&&&,&&& is BDT =,$&&
.or loan above BDT 1,&&&,&&& is BDT 1&,&&&
)ncome
BDT +$,&&& for both salaried person B
businessmanLself2employed person
-.* CR0%IT CAR%
0redit 0ard is a piece of plastic used for purchasing goods B services and for obtaining
cash disbursements on credit terms. )t is unsecured credit i.e. credit without collateral or
securities. -ach cardholder is assigned a revolving credit limit by the issuing financial
institution. 0ardholders can purchase goodsLservices upto the credit limit and can re2use the
credit facility upon repayment. 0redit 0ard allows partial payments for purchases, but
charges interest on the amount owed. )nterest rates are traditionally higher than those
charged on consumer loans.
-.*.1 /istor' o Credit Card
The use of 6lastic 7oney originated in the Cnited 5tates during the 1"+&s, when individual
companies, such as hotel chains and oil companies, began issuing them to customers for
purchases made at those businesses. This use increased significantly after Dorld Dar )). )n
1"$1, Diners 0lub issued the first 0harge 0ard to +&& customers who could use it at +=
restaurants in New Iork. Dith this system, the 0redit 0ard company charged cardholders an
annual fee and billed them on a monthly or yearly basis.
<ater in the late Q$&s, the 0redit 0ard concept emerged where the bank credits the account of
the merchant as sales slips are received and assembles charges to be billed to the cardholder
at the end of the billing period. The cardholder, in turn, pays the bank either the entire
balance or in monthly installments with interest. The first 0redit 0ard QBankmericard? was
issued by Bank of merica in late 1"$4 in 0alifornia, C5. This system was licensed in
other states starting in 1"33, and was renamed as H)5 in 1"=3. t the same time, three
$&

different groups of banks that were not franchisees of Bank of merica began activities that
would later merge to become today?s 7aster 0ard )nternational.
)n 1"=4 the 7aster0ard )nternational and H)5 )nternational organizations agreed to a
concept of duality, in other words, banks could honor and issue both 0redit 0ards.
-.*.2 3e' Beneits o Standard Chartered Credit Card
,ide Acceptance: 5tandard 0hartered Bank @50B: issues both H)5 and 7aster0ard 0redit
0ards, the two renowned 0redit 0ard brands. 5tandard 0hartered Taka 0redit cards are
accepted at more than !$&& outlets across Bangladesh. 50B )nternational Hisa 0redit 0ard is
a globally accepted 0redit 0ard welcomed at all locations displaying the Hisa logo. The card
can be used at over 14 million establishments in more than 1$& countries around the world
and at over %,&&& merchant outlets in Bangladesh.
Easy epayment Facility: 5tandard 0hartered 0redit 0ardholders have the fle'ibility to
make payment of as little as $* of the outstanding balance per month and carry forward the
rest of the balance.
Supplementary Card: 5tandard chartered 0redit 0ardholder can en(oy the convenience of
having supplementary cards for cardholders? spouse, children over 14 years of age or any
family members or friends. The primary cardholder can set a spending limit for the
supplementary card which limits the ma'imum amount that the supplementary cardholder
can spend in one billing cycle.
Cash Ad#ance Facility: 50B 0redit 0ardholders can get instant cash advance up to $&* of
card limit from any of the 50B T7s, thus having access to cash +! hours a day. Besides,
cash can also be obtained from branches during transaction hours.
All Accident (nsurance co#erage: 50B Taka @both primary B supplementary: 0redit
0ardholders are automatically enrolled into ll ccident )nsurance 0overage. 5ilver
cardholder are insured for BDT 1&&,&&&, Jold 0ardholders are 0overed for BDT $&&,&&&
and 6latinum 0ardholders are covered for BDT 1,&&&,&&&.
(nstaBuys: This e'clusive feature allows 50B Taka 0redit 0ardholders to en(oy installment
loan facility on their 0redit 0ard at an interest rate of as low as 13."$*. Cnder this plan,
0ardholders can transfer any purchase greater than BDT $&&&L2 into installment loan and
repay in ->ual 7onthly )nstalments @-7):.
$1

e'ards )rogram: Cnder this plan, 50B Taka cardholders are rewarded for using their
cards at merchant outlets. .or every $& Taka spent, cardholders earn 1 treasure point, which
keeps accumulating as long as the card relationship is continued. gainst this treasure point
50B offer a wide variety o gift to the cardholder.
Auto Bills pay: This e'clusive feature allows 50B 0redit 0ardholders to pay their monthly
utility bills through 0redit 0ard through a standing instruction. 0ardholders can avail this
facility to pay their monthly 7obile 6hone bills, cable TH bills, and electricity bills.
Free Access at Balaka Business Class %ounge: 50B Jold 0redit 0ardholders and their
immediate family members have complimentary access to the Balaka Business 0lass
<ounge at Kia )nternational irport.
-.*.* Standard Chartered International 4ISA Credit Card
The )nternational H)5 0redit 0ard from 5tandard 0hartered comes with a winning
combination of value2packed features and benefits. )t simplifies customer travel and
eliminates the need to carry cash. Dhether traveling on business or taking a holiday,
customers (ust rela' and let 5tandard 0hartered H)5 0redit 0ard take care of everything.
-.*., &latinu) Card
5tandard 0hartered 6latinum 7aster 0ard offers the privilege of having a line of credit that
reflects customer?s achievement and spending power. Dith this card, he en(oys a very high
credit line starting from Tk. !,&&,&&& to meet all his spending re>uirements any time,
anywhere around Bangladesh. 0ustomers can withdraw cash upto $&* of his credit limit
from any of 5tandard 0hartered branches during transaction hours. Besides, customer can
also withdraw cash upto Tk.$&, &&& per day from any of the 5tandard 0hartered Bank T7s
using platinum 7aster 0ard.
$+

-.*.- Standard Chartered 6it Card
5tandard 0hartered believes that customers are uni>ue in style and taste. 50B also know
how important it is to get it absolutely right when it comes to buying gifts for someone
special. Now with 5tandard 0hartered Jift 0ard, customers >uest for the perfect gift is over.
Con#enient: 0ustomer can choose a 5tandard 0hartered Jift 0ard as giftM which heLshe can
load2up with the amount of choice. s this is a Hisa 0ard, the recipient has the option of
using this 0ard to buy hisLher product of choice from outlets across the country that accepts
Hisa 0ards electronically. The recipient can also withdraw 0ash from the T7s any time of
the day.
Fle&i!le: Based on re>uirement, customer can load2up Jift 0ard for any amount ranging
from Tk.1, &&& to Tk.1&&, &&&M while paying only a nominal issuing fee. 7oreover,
customer can pay for the Jift 0ard through 0ash or hisL her 5tandard 0hartered 0redit
0ard L ccount.
Safe: -ven if Jift 0ard is lost or stolen, customer can easily get a replacement card by
contacting 5tandard 0hartered?s +!2hour 0all 0entre.
-., S0R4IC0S A2% ALT0R2AT0 C/A220L $FF0R0% B5 STA2%AR%
C/ART0R0% BA23
-.,.1 STAT0 =$F T/0 ART 2, =/$7R CALL C02TR0
call centre is a central place where customerLnon2customer calls are handled by an
organization, usually with some amount of computer automation. Typically, a call centre has
the ability to handle a considerable volume of calls at the same time, to screen calls and
forward them to someone >ualified to handle them.
O!"ecti#e: To provide cost effective alternate delivery channels to customers in order to
attain service e'cellence in terms of9
A +! L = #ne window service
A 0onvenience B -asy accessibility
A Guality ,esponsiveness
A Technology based solution
A .ree of charge
$%

0ustomer can contact with 5tandard 0hartered?s +!2hour call centre for account services
related re>uests B get $&* off on processing fee. 0ustomers can now obtain the following
special account services at half the price by simply calling +!2hour 0all 0entre9
A <ost T7 0ard ,eplacement
A Duplicate 5tatements
A 6ay #rderL Demand Draft @BDT only:
A Harious 0ertificates
Both financial and non2financial services can be get through call center.
Financial Transaction:
A .und transfer within same master B local currency
A 0redit 0ard Bill payment
A Ctility Bill 6ayment @Jrameen6hone, ktel, 0itycell, 5heba B 6risma Digital:
A Transfer from 0redit 0ard to Bank ccountLcash advance
*on-financial Transaction
A Balance in>uiry
A Transaction Details
A Duplicate 5tatement re>uest
A 0he>uebook re>uest
A #nline T)N generation
A 0urrency deposit rates@C5D, JB6, -uro, Ien, CD B 0D:
-.,.2 IEBA23I26
iBanking is a simple, hassle2free and secure internet banking service available to all
5tandard 0hartered Bank customers in Bangladesh . 5tandard 0hartered Bank?s
)nternet Banking service is the fast and easy answer to the financial management
needs of it?s customers, allowing them to bank from wherever they are, whenever they
desire, in total security and confidentiality.
Services oered !' IEBan"ing
Account Ser#ice: Hiew relationship with the Bank at a glance, check account balance, view
and download statements, order statements B che>uebooks.
Fund Transfer: Transfer funds between own 5tandard 0hartered Bank accounts.
Standing Orders: ,e>uest the set Pup standing orders.
$!

Che+ue Status: 0heck the status of che>ues issued from accounts.
-tility Bill )ayments: 6ay utility bills online.
Credit Card )ayments: Pay from the account to card, both of which should be linked with i
Banking"
Credit Card Ser#ices: Hiew card statement, check the card balance, and apply of a credit
limit increase.
%oan Ser#ices: Hiew loan type and amount, outstanding balance B overdue amount.
)ersonal (nformation: 0hange e'isting password.
$arket ,atch: Jet updated on foreign e'change rates.
-.,.* S(S BA23I26
50B is the first and only Bank to offer 575 banking services to its customers. 0urrently the
575 banking facility is available for Jrameen6hone and 0itycell users only.
&7S/ Service: 0ardholders can receive a mini2statement reflecting 7inimum mount Due,
Total #utstanding Balance and the payment due date. This is sent to the cardholders
on their billing date.
&7LL Service: 0ardholders can in>uire about their 0redit 0ard balance through 6C<<
service. To avail 6C<< service, cardholders will have to write V0,D R 6)NW as a
message and send it to +=+=. The outstanding balance of the card account as of
previous working day will be instantly sent to the cardholder through 575.
-.,., A7T$ BILLS &A5
uto Billspay is a simple and convenient way of paying utility bills through 0redit 0ard.
7onthly utility bill is directly debited to the 0redit 0ard account and payment is made to the
billing company by 0ards 5ervices on behalf of the cardholder. 0ustomer can also pay their
utility bills from their account by debiting their account. They can track their bills very
easily since the statement will provide them detailed of bills. )t is absolutely free of charge.
The following monthly bills can be paid through auto bills pay9
A 7obile 6hone
A -lectricity
A )nternet
A 0able TH
$$

-.,.- 0ESTAT0(02T
)t is a fast, reliable and efficient service to minimize paperwork and ma'imize convenience.
-25tatements are absolutely free of charge B all one needs is an e2mail address.
$ultiple $ailing: e25tatements can be delivered to more than one e2mail address @upto a
ma'imum of %:. 5o wherever the cardholder is, +!2hour access to his financial information
is only a click away.
Safe . Secured: s an alternative to printed statements, e25tatements eliminate the chance
of having unattended documents read by others. That?s why once subscribed to e2
5tatements, the cardholders will not receive printed statements anymore @unless there is a
mail failure:.
-.,.. %0BIT CAR%
Debit 0ard is a piece of plastic used for purchasing goods B services and for obtaining
cash disbursements on actual terms. )t is an advanced replacement of traditional T7 cards
which can be used both in T7s and 6#5 machines at merchant outlets. 0ardholders can
purchase goodsLservices up to the amount of money they have in their bank account.
8ey benefits of 5tandard 0hartered Debit 0ard9
A 5tandard 0hartered Debit 0ard 6rovides customer?s easy access to their money from
all %$ 50B T7s along with H)5 7ember banks T7s as well as H)5 enabled
6#5 machines at merchant outlets in Bangladesh.
A Debit 0ard is a convenient way of 6aying Now from customer?s personal account
with no interest charge.
A -very purchase and T7 withdrawal will be reflected on the account statement of
the customer which is an easy way to track spending.
A 0ustomers don?t need cash for shopping anymore if they have Debit 0ard. )t is
surely the safest B easiest mode of transacting.
A round 1&&& merchant establishments and %$ T7s of its own surely the largest
network in the country.
$3

-.,.? AT( #A7T$(AT0% T0LL0R (AC/I20:
T7 stands for utomated Teller 7achine. This machine is capable of dispensing cash,
taking deposits and providing other services to customers. The T7 is a fast, easy and
convenient way for customers to withdraw or deposit cash and also avail other services
offered by the T7, without having to step into a branch. 5tandard 0hartered Bank has %$
T7s in Bangladesh. ++ are located within branch premises and 1% are situated in offsite
locations.
.acilities available through T79
A 0ash withdrawal
A 0ash deposit
A 0he>ue deposit
A 7i'ed deposit
A )nstruction deposit
A Balance en>uiry
A .und transfer
A )nstant mini2statement printout
A 0he>uebook re>uest
A 5tatement re>uest
A 50B 0redit 0ard bill payment
A Ctility bill payment @ktel, 0itycell, Jrameen6hone B BTTB:
A 0redit card holders can avail the facility of cash advance B utility bill payment
through the T7s.
-.,.B SAF0 %0&$SIT L$C30R S0R4IC0
5tandard 0hartered offers customers a modern locker system for safekeeping of their
valuable articles and confidential documents. 5tandard chartered ensures utmost
confidentiality B personalized service for customers locker operations.
The Saet' Features:
A +!2hour close circuit TH surveillance and 5ecurity guards.
A Dual control by client and the locker custodian.
A 5trong heat2resistant steel lockers lodged in re2inforced concrete B cement, steel
vaults for ma'imum2security protection.
$=

-.,.C 6$40R2(02T B$2%S
<ike all other banks, 50B provides its customers with bond services. Harious types of
government bonds @like B56, %756: are available with the bank. These bonds can be kept as
security when the customer takes loan from the bank.
-.,.1D S&00% C/0<70 %0&$SIT
The 5peed 0he>ue Deposit system saves a customer?s precious time by allowing him to
drop the 0he>ue in the 5peed 0he>ue Deposit Bo'. ll a customer needs to do is to
complete the 0he>ue deposit slip and keep the counterfoil of the slip and drop the che>ue
with the slip inside the bo'.
-.,.11 I2T0R2ATI$2AL 20T1$R3 S0R4IC0
50B has an easy access to international network through its banking correspondence. The
bank offers different facilities like trade finance facilities including advising, confirming
e'ports <L0s and issue of import <L0s banked by international sales and service center of the
bank and correspondent bank network, bonds and guarantees. )t also offers its foreign
correspondent customers with current account services where Taka settlement is necessary,
the ability to issue bonds and guarantees in support of their customer?s business, advising of
<0 and negotiation documents, market intelligence and status report.
-.,.12 10LC$(0 &AC3
The welcome pack is by far the fastest and easiest way of opening accounts in the country,
which is first introduced by 50B in #ctober +&&1 @so it is called the +1st century account by
50B:. )t offers a set of absolutely unrivalled benefit. Dith a Delcome 6ack, account is
opened the minute the customer produce the necessary documents. Delcome pack contains
the followings9
A ccount Number
A +$2leaf 0he>ue book
A 7oney link, T7 card and 6ersonal )dentification Number @6)N:
A Telephone )dentification Number @T)N:
$4

-.,.1* 0402I26 BA23I26
-vening banking services is first ever in Bangladesh launched by 50B for its valued
customers. )n this special service the customers can do their banking from 3.&& p.m. to 4.&&
p.m.
$"

C/A&T0R SIF
A2AL5SIS
50B has a wide range of customer base and doing business better then its rivals. The main
reason behind it is that 50B provide very good >uality service to its customers. #nly
because of good service they come so far.
)n order to get the result the study conduct a customer survey to get opinion of them towards
50B and its products. The result of the survey and its interpretation shown here9
Ta!le ..1: &roession
&roession 2o. o &eople
6rivate 5ervice +&
Business 1$
Jovt. 5ervice 1&
5elf2employed $
(ri)ate Ser)ice
40%
*usiness
30%
+o)t, Ser)ice
20%
Se-.-emp-o/e0
10%
(ri)ate Ser)ice
*usiness
+o)t, Ser)ice
Se-.-emp-o/e0
Figure ..1: &roession o the custo)er o SCB
Anal'sis: The study shows that the highest percentage of customer are private service
holder because they operate their salary account with 50B for better service and definite
benefit, the ne't highest percentage is businessmen as they re>uire fre>uent transaction all
over the country they give first consideration to 50B.
Ta!le ..2: Fa)il' Inco)e Range
3&

6rofession No. of 6eople
7ore than BDT !$&&& +$
BDT %$&&12BDT !$&&& 1$
BDT +$&&12BDT %$&&& 4
<ess than BDT +$&&& +
'ore t1an 45000
50%
45000-35000
30%
35000-25000
16%
Less t1an 25000
4%
'ore t1an 45000
45000-35000
35000-25000
Less t1an 25000
Figure ..2: Inco)e Range o the Custo)er
Anal'sis: 5tandard 0hartered bank is a place where customer or consumer re>uires a huge
amount of money to start its initial operation with 50B. 5o it is not mentionable that mostly
high2income holders have account in 50B. mong $& respondent $&* have monthly family
income more than !$&&& and %&* have income in between %$&&12!$&&&. ;ighest numbers
of people are fall in between this two group.
Ta!le ..*: Satisied with the re@uire)ent o )ini)u) !alance to open an account
#pinion No. of 6eople
Ies 1&
No !&
31

2es
20%
&o
30%
2es
&o
Figure..*: Satisaction with the re@uire)ent o )ini)u) !alance to open an account
Anal'sis: 5tandard 0hartered Bank re>uires BDT $&,&&& to open a current account and
BDT +&&,&&& to open a saving account. These re>uirements seems very high that1s why
ma(or percent of people said that they are not satisfied with the re>uirement.
Ta!le ..,: Satisied with the %e!it card charges
#pinion No. of 6eople
Ies +&
No %&
2es
44%
&o
56%
2es
&o
Figure ..,: Satisaction with the de!it card charge
Anal'sis: 5tandard 0hartered Bank is the first bank that introduces the Debit 0ard for their
customer. 0ustomer can use the debit card to withdraw or deposit money in the T7
machine as well as can use in the shopping mall to shop smartly or pay the restaurant bill.
3+

The survey indicates that $3* percent people said the debit card charges are high but !!*
people show no complain about the debit card charges.
Ta!le ..-: Satisied with the charges that SCB ta"e or State)ents ; Certiicates
#pinion No. of 6eople
Ies $
No !$
2es
10%
&o
90%
2es
&o
Figure..-: Satisaction with the charges o state)ent ; certiicate
Anal'sis: 5tandard 0hartered recently increase their charges for statement and certificate if
customer wants to get them from branch. They increase it almost double where in the past it
was BDT +4=.$ for 3 months but now it is BDT $=$ for the same tenure and BDT 11$& for 1
year, which makes many customers annoyed that?s why the study found that among $&
people "&* are unhappy with this recent charge.
Ta!le ...: Satisied with the interest rate in dierent saving account
#pinion No. of 6eople
Ies 1&
No %&
No #pinion 1&
3%

2es
20%
&o
60%
&o
pinion
20%
2es
&o
&o pinion
Figure...: Satisied with the interest rate in dierent saving account
Anal'sis: 5tandard chartered banks product has the lowest interest rates in the market and
they don?t even have any plan to increase the rates. That?s why 3&* survey people said they
are not satisfied with the interest rate and +&* people showed no opinion. nd this is the
only reason why most of the people use their deposit in Jovt. 5anchayapatra, which has
highest interest rates.
Ta!le ..?: Satisied with the interest rate o dierent Loan &roducts
#pinion No. of 6eople
Ies +!
No 14
No #pinion 4
2es
43%
&o
36%
&o pinion
16%
2es
&o
&o pinion
Figure..?: Satisaction with the interest rate o loan products
3!

Anal'sis: The interest rate of the different loan product of 50B is customized for different
segments of customer. That is why the survey doesn1t show much variation in the customer
opinion. )n that survey of $& people, +! people are satisfied and 14 people are not satisfied.
Ta!le ..B: $pinion a!out the services o the !an" sta
#pinion No. of 6eople
Jood %%
#k 1$
6oor +
+oo0
66%
4
30%
(oor
4%
+oo0
4
(oor
Figure ..B: $pinion on the services o the !an" sta
Anal'sis: 5tandard 0hartered Bank offer high >uality services to its customer. ll its staffs
are working to be the ,ight 6artner of its customer. The study shows that a good number of
people opine that the services of the bank staffs are good and a very few people said the
service >uality is poor.
Ta!le ..C: $pinion a!out the Call Center acilities o Standard Chartered Ban"
#pinion No. of 6eople
Jood +4
#k 1$
No opinion =
3$

+oo0
56%
4
30%
&o opinion
14%
+oo0
4
&o opinion
Figure ..C: $pinion on the Call Center acilities o Standard Chartered Ban"
Anal'sis: 5tandard 0hartered bank is the first bank in Bangladesh who start the call center
option in Bangladesh. Now they are start creating their call center activated. .or this reason
they try to make the customer call center oriented instead of branch oriented. The study
shows that $3* people shows positive opinion about call centre facilities, some people said
the facility is ok but they said that most of the time they face problem to get the phone line.
few percent people showed no opinion about the call centre because they don1t have the
T)N @Telephone )dentification Number: yet.
Ta!le ..1D: $pinion a!out the I)age or Brand 2a)e o the Ban".
#pinion No. of 6eople
Jood !+
#k $
No opinion %
+oo0
34%
4
10%
&o opinion
6%
+oo0
4
&o opinion
Figure ..1D: $pinion a!out the I)age or Brand 2a)e o the Ban"
33

Anal'sis: s a multinational bank 50B has highest number of +& branches and %$ T7
booths and they are only bank in Bangladesh who are connected online for all these
branches and T7. That?s why there is no >uestion about the brand name. That?s why most
of the people said the brand name is e'cellent and good.
3=

C/A&T0R S0402
FI2%I26S $F T/0 ST7%5
?.1 FI2%I26S
fter analyzing the present condition of 5tandard 0harted Bank and its products and
services as well as the outcome of the survey the following result can be found9
A 5tandard 0hartered Bank is the leading 7ultinational Bank @7NB: in Bangladesh.
mong the %1 foreign bank branches 50B has the highest +& branches and %$ T7
machines in the country.
A 7ost of the customer of 5tandard 0hartered Bank is private service holder that is the
reason for which 50B cut interest in different products offered to those customers.
A 7ost of the customer of 5tandard 0hartered Bank have monthly income of more
than BDT !$&&&. 5o it can be said that high income people maintain their account
with 50B.
A 0ustomer re>uire large amount of fund to open any kind of account with the
5tandard 0hartered Bank.
A 50B offer very small amount of financial return to its customer against their
deposited money in various scheme.
A 5tandard 0hartered Bank is the first bank that has introduced the T7 card in
Bangladesh. ,ecently they replaced the entire T7 card into Debit 0ard. They take
high charges for their card service. )n addition, 50B take much charges and fees
from its customers for many other services like statement B certificate charge, debit
card replacement charge, etc. #nly for that reason 50B losing its customer every
day.
A )nterest rate of different loan product is not so high in 5tandard 0hartered Bank.
They offer different interest rate for different category customer. 7oreover, 50B
provide the personal loan to salaried person and businessman without taking any
security from the customer.
A ll the employees of 5tandard 0hartered is helping minded and they are committed
to provide world class service to the customer.
34

A 50B is the first bank that introduce the call centre facility in Bangladesh that allows
customer to do banking without making visit to the branch.
A 5tandard 0hartered Bank has a powerful Brand )mage than any other bank. The
customers of the bank fill proud to be customer of that Bank.
3"

C/A&T0R 0I6/T
C$2CL7SI$2
B.1 &$LIC5 S7660STI$2S
0onsumer banking is number one profitable sector in Bangladesh. Dhile it has solid revenue
potential it involves close cooperation and coordination among several departments within
the bank and liaison with a large number of entities.
The following aspect should be taken under consideration to increase the customer
satisfaction, which ultimately helps 50B to be profitable9
A 50B should immediately minimize its fees for various services offered to its
customer. Now a days many banks offer these services free of cost. By reducing cost
50B can retain their e'isting customer.
A 5tandard 0hartered bank should create a new division whose ma(or responsibility
will be looking after the T7 booths. These days people are interested to make their
banking transaction through T7 but due to some technical problem most of the
time they face problem in T7. 5o new division can solve this problem by solving
the technical problem right on time and make servicing of machine regularly.
A 7inimum balance re>uirement should be made less to make a product affordable for
all class of people.
A 50B need to increase its number of branches and T7 booths to provide its services
to every corner of the country.
A The branch officials should go through training and other motivational programs
more often that would liven up their spirit of work to a great e'tent.
A )ntelligent Gueue 7anagement 5ystem @)G75: should introduce in 5ylhet Branch.
A 50B should increase their contribution for entrepreneurial and economic
development by providing financial and technical assistance in the growing
industrial sectors.
=&

B.2 C$2CL7SI$2
)n retrospect of the marvelous growth of consumer banking revenue over the last +& years
and contemplating the intensity of competition yet to come, it is crucial for 50B to rethink
its strategies and marketing plan to sustain the growth consumer banking revenue.
0orrespondent banking service providers domiciled in Bangladesh are e'pected to be
fighting for a bigger pie, as the growth prospect of the country?s correspondent banking
business is limited. #ne of the ways to achieve that ob(ective is to ma'imize consumer
banking revenue generated from local clients and introduces more local products.
t the same time 5tandard chartered bank must have to consider the consumer mind setup.
s a multinational bank customer want more benefit from them then other %
rd
generation
bank. 5o instead of making profit only they should care about the customer as well. They
can start many new savings product like millionaire scheme. But here problem is that these
entire schemes are very costly. 5o they should introduce something for the middle class, but
still 50B continuously working with upper class and upper middle class.
Dhen these types of facility are come on front then and only then 5tandard 0hartered Bank
can become the market leader and can out compete the other banks like ;5B0, 6rime Bank,
Dutch Bangla Bank. 0ustomer is the heart of the bank and if 50B can make them satisfied
and make them return to the bank with their deposit it will become the largest profitable
bank in Bangladesh.
=1

Appendi9 1: Acron')s used in this Report
AT(: utomated Teller 7achine
BSS(: Branch 5ales B 5ervice 7anager
BIL: Business )nstallment <oan
CBS: 0onsumer Banking 5ervice
C0&: 0orporate -'ecutive 6ack
CS(: 0ustomer 5ervice 7anager
CSR: 0orporate 5ocial ,esposibility
0(I: ->uated 7onthly )nstallment
04SA: -'tra Halue 5aving ccount
F%R: .i'ed Deposit ,eceipt
/$CB: ;ead of 0onsumer Banking
35C: 8now Iour 0ustomer
(0SA: 7iddle -ast B 5outh sia
(SS: 7onthly 5aving 5cheme
2FC%: Non2,esident .oreign 0urrency Deposit
&L: 6ersonal <oan
RFC%: ,esident .oreign 0urrency Deposit
ST%: 5hort Term Deposit
T&: Transaction 6rofile
4I&CA: H)6 0urrent ccount
4I&SA: H)6 5aving ccount
10%B: Dage -arners Development Bond
=+

Appendi9 2
Bi!liograph'
1: Harious Brochures on the 6roduct and 5ervices #ffered by the 50B
+: www.standardchartered.com.bd
%: 0yber Net of 5tandard 0hartered Bank
!: News <etters of 5tandard 0hartered Bank
$: 7oniruzzaman 7alek, ( Coparati%e (nalysis o$ Coercial Banking Per$orance in
Bangladesh
3: The functions of Banks and .inancial )nstitutions +&&+2&%, +&&12&+,+&&&2&1, 1"""2&&,
7inistry of .inance, Jovernment of Bangladesh.
=: 8abir ;asan, 0inancial Li!erali9ation and 0oreign Bank +ntry on Islaic Banking
Per$orance.
=%

Appendi9 *
<uestionnaire
G 19 Dhat is your 6rofessionX
a: 6rivate 5ervice b: Jovt. 5ervice c: Business d: 5elf -mployed
G +9 Dhat is your monthly family income rangeX
a: !$&&& and above b: %$&&&2!$&&& c: +$&&&2%$&&& d: <ess than +$&&&
G %9 re you satisfied with the re>uirement of minimum balance to open an accountX
a: Ies b: No
G !9 re you satisfied with the Debit card chargesX
a: Ies b: No
G $9 re you satisfied with the charges that 50B take for 5tatements B 0ertificatesX
a: Ies b: No
G 39 re you satisfied with the interest rate in different saving accountX
a: Ies b: No c: No opinion
G =9 re you satisfied with the interest rate of different <oan 6roductsX
a: Ies b: No c: No #pinion
G 49 Dhat is your opinion about the services of the bank staffX
a: Jood b: #k c: 6oor
G "9 Dhat is your opinion about the call center facilities of 5tandard 0hartered BankX
a: Jood b: #k c: No #pinion
G 1&9 Dhat is your opinion about the )mage or Brand Name of the BankX
a: Jood b: #k c: No #pinion
=!

Appendi9 ,
Ta!le
Ta!le 1: %eposit collection EForeign Ban"# igures in )illion T".:
1""" +&&& +&&1 +&&+ verage
Jrowth
Total Deposit
@Jrowth:
$3=$3 $"!1=
@$*:
3!&+3
@4*:
=+=3&
@1!*:
"*
Demand Deposit
@Jrowth:
++1$4 1"1$+
@21!*:
+34&$
@!&*:
%1!33
@1=*:
1$*
Term Deposit
@Jrowth:
%!$3+ !!+%$
@+4*:
%=14+
@213*:
!1+"!
@11*:
4*
Jrowth rate is shown in brackets taking 1""" as base
year.
5ource9 The .unctions of Banks and .inancial )nstitutions +&&+2&%, +&&12&+,+&&&2&1, 1"""2
&&, 7inistry of .inance, Jovernment of Bangladesh.
Ta!le 2: Ban"ing charges or dierent service
Type of product Nationalized Bank 6rivate Bank .oreign Bank
.igures in Taka
1. Dollar -ndorsement .ee $& 1&&2+&& +$&2%&&
0ha>ue 0ollection .ees 1&* 1&*21$* 1$*
.ees for going abroad for study =&& 1&&&2+&&& +&&&
0ourier .ees for .oreign Doc. 1$&& 1$&&2+&&& +&&&
Domestic 0ourier .ees 1&& 1$& +&&
6ay #rder 1&* 1&*21$* 1$*
5ource9 The daily /ugantor, + /uly +&&%.
=$