AN INTERNSHIP REPORT

ON
SANIMA BANK LIMITED
(Pokhara Branch)

SUBMITTED TO:
Pokhara College of Management
(Affiliated to Pokhara University)
Gyan Marga, Pokhara

SUBMITTED BY:
Sristina Batajoo
P.U. Regd. No: 2010-2-03-1059
P.U. Roll No: 11030078

In partial fulfillment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Pokhara, Nepal
April, 2014

ACKNOWLEDGEMENT

An internship report entitle "AN INTERNSHIP REPORT ON

SANIMABANK LIMITED" has been as a prerequisite for the Bachelor
Degree in Business Administration of Pokhara University. This report has
highly helped me to expand my knowledge on banking sectors and other
activities related to banking system of Nepal. I am indebted to my college
Pokhara College of Management for the great opportunity to experience
this type of practical and necessary work which is very beneficial in my
future career.
I would like to express my deep gratitude to all those who assisted with
their valuable suggestions and numerous ideas with valuable time while
preparing the project. In this regard I would like to express my thanks to
Sanima Bank Limited and its staffs for providing the exciting opportunity
to be one of them and giving me thorough guidance and opportunity to
move ahead with internship objectives.
I would like to express my sincere thanks to Dr. Bishow Udhir Gharti,
principal of Pokhara College of Management and the entire faculty
members who have come across me from the initial stage of my project
work to the complete execution of my project work.

Sristina Batajoo
Pokhara College of Management
2010 Batch

TABLE OF CONTENTS
Chapter

Page No.

Chapter I Organization Profile

1.1. Introduction
1.2. Background of the organization
1.3. Organizations mission and objectives
1.4. Major markets and customers
1.5. Product and Services
1.5.1. Products of Sanima Bank Ltd
1.5.2. Services of Sanima Bank Ltd
1.6. Organizational design and structure
1.7. Financial structure
1.7.1. Ownership structure
1.8. Organizational performance

1
1
2
4
4
4
8
11
12
13
14

Chapter II Job Profile and Activities Performed

2.1.
2.2.
2.3.

Activities performed in the organization

Problem solved
Interns key observation

16
19
19

Chapter III Lesson learnt and Feedback

3.1.
3.2.
3.3.

Key skills and attitude learnt

Feedback to the Organization
Feedback to the College/University

REFERENCES

21
21
22
23

LIST OF TABLES
Tables

Page No.

Table 1: Branches of Sanima Bank Ltd

Table 2: Details of Sanima Premium Saving

Table 3: Details of Sanima Fixed Deposit

Table 4: Core Capital and its components

12

Table 5: Supplementary Capital and its components

12

Table 6: Total Qualifying Capital

13

Table 7: Ownership structure of Sanima Bank Ltd

13

Table 8: Financial Achievements of Sanima Bank Ltd

14

LIST OF FIGURES
Figures

Page No.

Fig 1: Organizational Structure of Sanima Bank Ltd

11

Fig 2: Shareholding pattern

14

Fig 3: Bar Diagram of Financial Achievement

15

ABBREVIATION
SBL

: Sanima Bank Limited

NRN

: Non-Resident Nepalese

NRB

: Nepal Rastra Bank

SMS

: Short Message Service

ATM

: Automatic Teller Machine

ABBS

: Any Branch Banking Service

Sr

: Senior

PSTN

: Public Switched Telephone Network

SBGL

: Small Business Growth Loan

PIN

: Personal Information Number

NTC

: Nepal Telecom

CSD

: Customer Service Department

ECC

: Electronic Cheque Clearing

KYC

: Know Your Customer

SCT

: Smart Choice Technology

POS

: Point of Sale

BOD

: Board of Directors

CHAPTER I
ORGANIZATION PROFILE
1.1

Introduction

The financial institutions are the financial firms which collect funds from the public
and place them in right investment that gives the probable return. Banks and financial
sectors refer to all those service business organizations that are associated towards the
performance of the economic transactions. They perform two major tasks of
collecting deposits and providing loan to the local people as well as organizations. It
collects savings from different individuals and companies and invests them in
different projects and businesses. Financial institutions are lending institutions that are
established for the specific purpose of extending financial loans to businesses that
range from the small local business to international corporations.
Finance companies are money market intermediaries. Finance companies exist to
service both individuals and businesses. The main goal of the financial firm is to
mobilize the public, private and external financial resources and transferring them into
productive areas such as short term loan and long term loan in different commercial
business activities with reasonable profits for the shareholders.
In the recent days the banking sectors are largely increased and are responsible for
collecting household savings in terms of different types of deposits and regulating
them in the society by lending in various sectors of the economy. This sector has now
reached to the most remote area of the country and has experienced a good deal in the
growth of the economy by lending their resources in small scale industries.

1.2

Background of the Organization

Sanima Bank Limited with the motto of strong and reliable commenced its operation
in 2004 promoted by the Prominent and dynamic Non-Resident Nepalese (NRNs)
Businessman. Sanima was the first private sector national level development bank in
the country to be capitalized at NPR 320 million. Today Sanima has completed 10
years of consistent profitable operation. Its head office is located at Naxal,
Kathmandu. In the pursuit of sustainable growth, Sanima has 27 full-fledged branches
within and outside the Kathmandu Valley and has further plans to expand its reach in
the various part of the country.
Sanima received the operating license from NRB to function as an A Class
Commercial Bank & has achieved the triumph to establish as 31st Commercial Bank

of Nepal. The current shareholding pattern of the Bank constitutes of promoters

holding 70% & general public holding 30%. The bank has increased its paid capital to
RS 2.02 billion from some 800 million to upgrade into commercial bank.
Sanima provides one window financial solutions to the customers with the wide
range of Products and Services. Sanima not only offers readymade products and
services, but also offers customized services to better suit the needs of the individual
customer.
Sanima use centralized banking software called PUMORI BANKING SOFTWARE.
This software supports modern banking facilities like Tele banking, Internet banking,
SMS banking, ATM services and many more. The sophisticated communication
technology has interlinked its branches into centralized database system and enables
the bank to provide anywhere banking facilities to its valued customers. It is also
known as Any Branch Banking Service (ABBS). Sanima is committed to exceed
customer expectations in all areas of its Business through consistent processes,
innovations and improvements. (Sanima, 2014)

1.3

Organizations mission and objectives

Vision
To be a trusted and leading bank in Nepal
Mission

To provide banking and financial solutions in a simplified way with customer focus
while adding value to stakeholders' interests.
Goal
To be one of top 10 banks in terms of profitability by mid July 2018.
The core values or the objectives of the organization mainly are to meet customer
satisfaction through easy and quality service and others are mentioned below:
Bringing innovations and customization to meet customer need and to
hold quality of service.
Provide secured future for its internal employees.
Attractive return to its investors.
Lower rates for loan clients.

 Upholding honesty and sincerity

Engaged in various social activities fulfilling corporate social
responsibilities.
Strengthen the market shares.

1.4

Major markets and customers

SBL expands its services for the development of the trade and industry in the country.
It has been operating its business in many places of Nepal since ten years. Its major
market is viewed to be every nook and corner of the country so it is extending further
more branches in the various cities in the near future. The various branches recently in
operation by the branch managers are:
Table 1: Branches of SBL
Offices
Head office
Damak
Newroad
Dhadingbesi
Kumaripati
Pokhara
Narayangarh
Suryavinayak
Chuchchepati
Inaruwa
Belbari
Bhandara
Gongabu
Chapagaun
Kalanki
Myanglung
Nepalgunj
Khadbari
Biratnagar
Naubise
Birgunj
Butwal
New Baneshwor
Teku
Hetauda
Dhangadi
Ghorahi

Location
Alakapuri, Naxal, Kathmandu
Main Road, Damak, Jhapa
KhichaPokhari, Kathmandu
Bich Bazar, Dhadingbesi, Dhading
Kumaripati, Lalitpur
New Road, Pokhara
Pulchowk, Narayangarh
Suryavinayak, Bhaktapur
Chuchchepati, Kathmandu
Main Road, Inaruwa
Main Road, Belbari
Main Road, Bhandara
Gongabu, Kathmandu
Chapagaun, Lalitpur
Kalanki, Kathmandu
Bich Bazar, Myanglung, Terathum
Dhamboji Chowk, Nepalgunj
Khandbari, Sankhhuwasabha
HanumanDas Road, Biratnagar
Sim Bazaar, Naubise, Dhading
Link Road, Birgunj, Parsa
Amarpath, Butwal, Rupandehi
New Baneshwor, Kathmandu
Teku, Kathmandu
Parijat Path, Hetauda, Makwanpur
Dhangadi,Kailali
Ghorahi,Dang

1.5

Products and Services

As a pioneer in introducing many innovative products and marketing concepts in the

domestic banking sector it represents a milestone in the banking history of Nepal with
customer satisfaction considered as focus objective while doing business.
1.5.1

Products of SBL
I.
Deposit Schemes
A. Sanima Current Account
Different types of account are opened with different purpose. Current Account
can be opened in the name of Proprietary Concerns, Partnership Firms,
Corporations, Companies, Government Agencies, Non-Government Agencies,
Loan clients etc. This account requires minimum balance of Rs.1000. The
account holder can deposit and withdraw their cash unlimited. They are not
provided any interest rate. (Sanima, 2013)
B. Sanima Premium Saving
Premium saving account is an attractive and new saving account introduced by
Sanima. This account can be opened with the minimum balance of Rs. 10,000.
This account provides 5% interest rate per annum on daily balance. This is an
attractive product for the customer to earn higher interest on saving account
with free ABBS service. The interest rate of the product can be fluctuating
over the period of time depending upon market condition and other various
factors. (Sanima, 2013)
Table 2: Details of Sanima premium saving

Opening Balance

NPR 10,000

Rate of Interest

5%

Interest Payable

Quarterly

ABBS

Free

ATM withdrawals

Free withdrawals from any SCT Network

Source: www.sanimabank.com.np,2013
C. Sanima Fixed Deposit
Fixed deposit account is another type of account offered by Sanima bank with
a specific feature. There are 4 types of schemes under fixed deposit account
with varying time period. They are 3 months, 3 to 6 months, 6 to 9 months and
1 year and above. As concerning the amount depositors want to deposits the

interest rate will be different. Under this account interest are payable monthly,
quarterly and at maturity. The account holder has a facility of overdraft up to
80 percentage of their total deposit. (Sanima, 2013)
Table 3: Details of Sanima fixed deposit

Account Type

Interest

Interest Rate (% p.a.)

Up to 3 Above 3
1 Year &
Months to
Months
below 1 yr
above

Sr. Citizen
Monthly
N/A
Individual
Quarterly
N/A
Institution
At Maturity
N/A
Source: www.sanimabank.com.np,2013

5%
5%
4%

6%
6%
5.5%

D. Sanima Nari Bachat

Sanima Nari Bachat is focused for the women only to provide convenient
banking experience. This account can be opened with zero balance which
provides 4% interest rate on daily balance. The interest is payable quarterly.
The account holder can get free SMS banking, free i-banking, free ABBS and
free PSTN bill payment. Along with this 25% waive on safe deposit locker
charge for 1 year is free.
E. Shareholder Saving
With the objective of providing services to its shareholders, Sanima has
established separate saving account which is called shareholders saving
account. This account can be opened with zero balance which provides 4%
interest rate on daily balance. (Sanima, 2013)
F. Senior Citizen Savings
Sanima bank limited offers special benefits and privileges for senior citizen.
Any individual above 50 years can open an account with minimum balance of
Rs.200 which provides many benefits to the account holder. (Sanima, 2013)
G. Salary Deposit Account
Sanima has also offered salary deposit account targeting Companies,
Corporations, Government Agencies and Non-Government Agencies etc. The
main objective of offering this account to different government and nongovernment companies is for facilitating to pay salary directly to the account
of their employees. This account can be opened with zero balance which
provides 4% interest rate and the account holder can get the facility of 20%
overdraft of net salary. (Sanima, 2013)

H. Sanima Prime Saving

Another type of saving account is Prime saving account. Prime saving account
can be opened with minimum balance of Rs.5000 which provides 5 percent
interest rate per annum on daily balance. Interest is payable quarterly.
I. Sanima Sulav Bachat
Sanima Sulav Bachat is the different type of account provided by Sanima
bank. This account can be opened in zero balance which gives 4% interest rate
on daily balance. The interest payable is quarterly.
J. Sanima Bishesh Bachat Khata
Sanima Bishesh Bachat Khata is the saving account provided by the bank
which has the minimum balance of Rs.25000 with an interest rate of 6% per
annum. This product provides free i-banking, free SMS and free ABBS
charges.
The common factor of all the account is free withdrawals of cash from any SCT
network. The account holder of Sanima bank gets free withdraw of cash from any
SCT network within the nation which has free access to 1100 ATMs and over 1341
POS Terminals across the country.
II.

Loans
The need for financing various short term and long term venture of both
corporate and retail clients has been best fulfilled by the bank with its
large loan product portfolio. The various kinds of loans provided by the

bank are:
Sanima SBGL
Term loan
Overdraft / Working capital
Auto loan
Sanima Home loan
Education loan
Sanima Gold loan
Manpower loan
Commercial loan
Sanima Tractor and Agro Equipment loan

1.5.2 Services of SBL

A. Sanima Bank have been issuing Sanima Debit Card to their depositors since
January 2008.The Debit Card is linked to the Smart Choice Technology
(SCT), the largest ATM Network Company in Nepal; providing 24 hours free
access facility to its customers. Sanima Debit Card can be used in more than
1100 SCT network and over 1341 POS Terminals over the country to

withdraw cash. Sanima Debit Card can be used in every ATM of Punjab
National Bank, India to withdraw cash. Sanima Debit Card is issued at the
time of opening saving or personal current account at an issuance cost of
Rs.300 initially. An annual service charge of Rs.100 is charged in the second
year from the debit card holder.
Cash Withdrawal
Mini Transaction Report
Mini Statement Prints
Balance Enquiry
Payment for purchase of goods/ services at the merchant locations
(through POS)
Personal Identification Number (PIN) change
B. Sanima I-Banking
Sanima Bank offers internet banking services to its valued customers. The
customer having i-banking facility can enjoy 24 hours the absolute freedom of
banking from any part of the world. Sanima i-Banking gives every customer
immediate online access to their accounts easily, conveniently and securely.
The feel of luxury of complete internet banking can be received from Sanima
i-Banking. Some of the features of i-Banking are:
Access your accounts, 24 hours a day, 7 days a week
Save money and time- no more stamps or handwritten
Transfer funds within a group
Make payment of Nepal Telecom bills
Online shopping
C. Sanima SMS Banking
SMS Banking is one of the services that Sanima Bank offers to its customers.
Its a new 24 hour banking convenience which helps customer to stay on top of
any recent changes made in the bank account or a loan account through mobile
phone. The number for the service is 2265. Services offered under SMS
Banking are as follows:
Balance Enquiry
Transaction notification
Foreign Exchange Rate Enquiry
Account Statement Request
Cheque Book Request
D. Inward Remittance
Remittance is one of the major incomes generating service of banks.
Remittance service of the bank is beneficial both to the business and personal
customers as it make the transfer of money easier. It covers large percentage of
its national income. It facilitates the sending and receiving funds to/from

various places. It can also promote access to financial services for the sender
and beneficiary increasing financial and social inclusion. Sanima Bank offers
number of remittance products to furnish the customer need for transferring
their money in and out of the country through:
Sanima Xpress
Prabhu Money Transfer
Himal Remit
Prithivi Remit
Laxmi Remit
Everest Remit
MTA Express Remittance
WORLD LINK Money Transfer
City Express Money Transfer
Reliable Development Remit
IME Remit
Money Gram
E. Any Branch Banking Services (ABBS)
Sanima Bank has Any Branch Banking System to facilitate its customers to
have easy transaction. As well, for the solutions of endless long procedure,
rush hour traffic, long queues, risk of carrying huge sums of money to the
bank, wanted to take out money from your account but to make the service
more reliable bank introduced the convenient service. The customers can
withdraw or deposit cash, receive information about the balance of their
account or obtain a statements of accounts is convenient from any branch. The
network is online and one can have access to his/her account from any of the
branches of the bank.
F. Foreign Currency Transaction
Sanima has been providing following Foreign Currency Transaction
Foreign Currency Deposits
Current
Saving
Fixed Deposit Account
Travelers Cheque Sale / Purchase
Cash Sale/ Purchase
Demand Draft
Inward / Outward Remittance
SWIFT / Telegraphic Transfer
Cross Currency Transaction
G. Sanima Utility Payment
NTC Post-Paid Payment
NTC PSTN Payment
ADSL Payment

Customer can make a payment to Nepal Telecom for NTC Post-paid payment and can
make a payment by filling a deposit receipt form and deposit the amount in any of the
branch counters. This service is charged only with Rs.150 per year.

1.6

Organizational Design and Structure

TBCMO e r p a la e r n kr c a e h t t i i o n n g
SlMD e re a p n a a r g t me e n t
Dr
Figure 1: Organizational Structure of SBL (Pokhara Branch)

This is organizational structure of Sanima Bank Limited, Pokhara Branch. Branch

manager is head of the organization. He supervises the employees and takes major
decision. Credit head deals with the loan customers and do documentation. The ready
file is signed by credit officer & branch manager and send to the head office for the
approval. It takes minimum 2 days for credit file to be approved by head office after
sending from Pokhara branch. Operation department includes CSD and Teller
department. CSD department deals with the customers perform task of cheque
clearing, remittance etc. Teller department helps customer to deposit and withdraw
cash from bank. Operation head control and supervise CSD and Teller staffs of the
organization. Since it is branch office, all the staffs work with cooperation helping
each other.

1.7

Financial Structure
Financial Structure refers to the way the firms assets are financed with. It refers
to the entire liabilities side of the balance sheet. So financial structure is the
amount of total current liabilities, long term debt, preferred stock, and the
common equity used to finance a firm. Banks activities are weighted in terms of
risk and return in light of capital requirement. Bank has established a culture
whereby return on capital needs to be justified in light of risk involved in each
investing and operating activities. In order to access the adequacy of capital, all
major risks like credit, liquidity etc. are identified, measured and reported on
periodic basis. These are monitored by the banks board and senior management
periodically in addition to the monthly review of annual audit of the bank.
Table 4: Core Capital and its components
Particulars
Paid up Capital
Share Premium
Statutory General Reserves
Retained Earnings
Profit/Loss
Core Capital

Current Year NPR

2016000000
10563747
154964717
27037095
191014986
2399580545

Previous Year NPR

2016000000
10563747
93952490
6203685
-13511555
2113208367

Table 5: Supplementary Capital and its components

Particulars
General Loan Loss Provision
Exchange Equalization Reserves
Investment Adjustment Reserve
Supplementary Capital

Current Year NPR

152440391
2658767
10355000
165454158

Previous Year NPR

95951491
1800753
555000
98307244

Table 6: Total Qualifying Capital

Particulars
Core Capital
Supplementary Capital
Total Qualifying Capital

Current Year NPR

2399580545
165454158
2565034703

Previous Year NPR

2113208367
98307244
2211515611

Therefore, the total capital fund along with profit and retained earnings has been
increased in the current year as compared to the previous year. The institute has
increased its position in the market.
1.7.1 Ownership structure
Ownership structure refers to the composition of the owners capital in the share
capital. It generally comprises of contribution from the promoter shareholders,
general public, institutional ownership and sometimes contribution from the
government as well. The ownership contribution of the SBL comprises
contribution from the promoter shareholders and the general public. Promoter
shareholders hold 70% of the paid up capital and the rest 30% is from the general
public. The authorized capital of the SBL is Rs.1.6 billion.
Table 7: Ownership Structure of Sanima Bank Limited
Rs. 000000
Details
Issued and Paid Up Capital
Promoters (70%)
General Public (30%)

Current Year NPR

2016
1411.2
604.8

As shown in table 1.7, the ownership of the SBL is hold by the promoters and the
general public. Out of the total issues and paid up capital, 70% of capital is
contributed from the promoter shareholders and the rest 30% is held by the general
public. The shareholder composition of the KBL for the fiscal year 2069/70 is
presented in figure1.2 below.

30%

70%

Source: Sanima Bank Ltd., Annual Report 2069/70

Figure 2: Shareholding Pattern

From promoters
From public

The figure 1.2 shows the shareholding pattern of Sanima bank that states 70 percent
promoters and 30 percent public. It means that the promoter have high authority and
right then public. We can say that the promoter have the control over the management,
they have right to declare the B.O.D and other decision.

1.8

Organization Performance

SBL has been successful to capture major market and customer in its ten year of
journey from Bikash Bank to Commercial Bank since its establishment. The issued
capital of the bank is around NPR 2.016 Billion out of which NPR1.411 Billion has
already been paid by the promoters and 6.048 Million is issued to the general public.
The brief highlights of the financial position of the bank as per the audit report
2069/2070 is:
Table 8: Financial Achievements of Sanima Bank Limited
Details
Deposit
Loan and Advances
Investments
Operating Profit before Provision
Net Profit

Figures in NRP
17782716
15093073
3848052
517043
304950

18000000
16000000
14000000
12000000
10000000
8000000

Figures in NRP

6000000
4000000
2000000
0

Figure 3: Bar diagram of financial achievement

CHAPTER II
JOB PROFILE AND ACTIVITIES PERFORMED
2.1 Activities performed in the organization

In SBL I worked in three different departments i.e. CSD, loan and remittances. As a
service oriented company the major responsibilities were to give better services to the
clients promptly on their demand. I was mainly given the responsibility of service
related issues under the supervision of the respective officers. In the period of my
internship I helped the organization by sharing the workload of the respective officers.
The working environment was very comfortable to work in with friendly staffs which
made the work easier. The major responsibilities given to me are as follows:

Opening an account
Closing an account
Issuance of cheque book and ATM
Remittance department
ECC department
Maintenance of reconciliation
Others

Opening an account
The first thing I had to know was about the criteria of opening the account of a new
customer. The responsibility of the customer service starts with opening of new
account of the new customer informing them about the facilities available in the
organization. I learnt about the documents required to open a new account. By
opening an account bank bridge its customers to avail the facilities provided by the
bank.

Closing of an account
I also had the responsibility to close the account of the customers who wants to close
his/her account in the bank following the procedure strictly. The procedure for it was:

Need of the written application by the account holder

Return of the cheque book and the ATM provided to the customer
Calculate the required charges according to the type of the account opened
Return of the rest amount to the respective customer
Finally it is updated in the system and the form is filed in closed account file.

Issuance of cheque book and ATM

The cheque book and ATM had its own respective register which was required to be
mentioned along with the signature of the customer in the register. Before printing the
cheque book, requisition should be completed containing title of account type, a/c
number, number of leaves to be printed and signature of the a/c holder. Signature of
the holder is verified on the requisition. In case of holders inability to collect cheque
book than he can give authority to the third person to collect the cheque book on his
behalf only by signing on the requisition but it is not same in the case of ATM. The
a/c holder must be present to collect it. The cheque book and ATM are registered in
the long book or register mentioning all the essential information along with the
stamp and signature of the authorized person.

Remittance department
The work that I was assigned in this department was that of paying out the customers
money that may be from local or international and also to send the local remit from
Pokhara to other places. There are many remits such as Himal, IME, City, World link
and many more but main remit used is Sanima Express for receiving or sending out
the money. For paying out the remittance the number brought by the customer is
entered in the respective page of the remit and the names are verified through the
original government id and the print is taken out. The stamp of the bank and the
authorized signature is made and finally the customer receives the money from teller.

ECC department
I feel lucky that I could have the idea of newly emerged technology of Electronic
Cheque Clearing (ECC). It is the new process of clearing the cheque of the other
banks brought by the clients of SBL. Before ECC the particular staff was required to
go to the clearing house i.e. NRB for clearance of cheque but ECC has avoided it and
made work of employees more flexible. The supervisor made me capable to handle
the cheques for clearing. I was assigned to do ECC in the absence of the respective
officer. For clearing cheque at first

the appropriate stamps are required with

authorized signature and it is scanned through cheque scanner. After scanning it is

again verified by senior officer.

Maintenance of reconciliation
Reconciliation is the settlement of the things that may be cheques, ATM cards or PIN
on the daily basis. I also learnt to make the reconciliation at the day end. It consist of
opening balance, no. of cheque printed and delivered, no. of ATM card received and
delivered, no. of PIN received and delivered and finally closing balance. The closing
balance must tally with the stocks remaining at the end of the day. The print is taken
out and is signed by two authorized officers for approval.

Other activities performed

Helping customers to fill up the forms or vouchers

Receiving phone calls
Cheque/statement printing and scanning
Answering to the customers queries
Checking balance or a/c number of the clients
Filing documents
Preparing documents of loan as instructed by the loan officer
Updating KYC
Preparing register of petty cash

2.2 Problems solved

The internship period I did was short which was not enough for learning everything
we need to. Though it was short but I tried my best to take the optimum advantage of
this period to know the things to its surface in every department. The staffs were not
able to guide sometimes as they used to get busy with their work and at those times I
could not get the answers of my queries that I had. Being the part of bank as intern I
cannot open up everything I know about the bank due to the oath of secrecy and
confidentiality. I was given the chance to work in CSD and load department of the
bank. I tried to solve the basic problems of the customers and others as well when
other staffs were busy:
Addressing the customers queries.

Giving details of the available services to the customers for their flexibility.
Filling up the account opening forms, vouchers or forms for remittance.
Solving problems related to ATM or PIN.
Problems related to reconciliation.
Handling the problems faced by customers.

2.3 Interns Key Observation

Sanima bank is operating in the society to make the people easily access to the
banking world. It has widened the area of its operation by opening the branches
aiming to reach every people in the country. The bank has sound equity and is ranked
to 2nd position by NRB for having few defaulters which secures the deposits of the
customers. The investments made by banks are also in safe hands and the profits has
been increasing year by year.
It was a great experience to be a part of SBL and work as an intern. The seniors of the
institution were very helpful and were always ready to impart their knowledge and
solve the queries at their easy time. It is also introducing new products to attract more
customers and one of them is hello paisa. The major thing that the customers
appreciate is about the service of ATM which does not charge customers for
withdrawing money from any terminals of any bank.
The things that I was able to observe in this bank are as mentioned below:

Laborious, helpful and cooperative members.

Most of the customers are satisfied with the services provided.
Good return to the shareholders.
On time disbursement of loans.
Involved in social activities as well.
Quick remittance from any remit.

CHAPTER III
LESSONS LEARNT AND FEEDBACK
3.1 Key skills and attitudes learnt
The internship period was very fruitful which showed the face of real life job
experience. I felt it to be quite effective to enter in the world of banking institutions.
The internship period has taught me how we can implement the theoretical knowledge
in our practical life. I too felt on- the-job training that we faced more profitable and
practical rather than off-the-job training only which is monotonous and forgetful.
We learnt interpersonal skill, communicational skill and technical skill that helped me
to build my knowledge in a broad way. The interpersonal skills helped us to interact
with the various types of customers and their various problems. The negotiation skills
also got increased developing the softness and being more formal while
communicating with the people or clients. The positive attitude also got developed
while dealing with different nature of customers.

We also learnt the technical skills to operate computer system, ATM machine,
photocopy machine, fax machine, scanner, printer, ECC scanner and many more.
There must be a two way effective communication with the customers so as to satisfy
them with the services. Therefore all these skills were gained through internship
which motivated for the better performance with developed personality.

3.2 Feedbacks to the organization

The organization is well enough but there are some drawbacks as nothing can be
perfect. So here are the feedbacks to the institution to recover the limited drawbacks
and to make it better and accessible:
Increase the advertising media and change the hording board making it
noticeable and attractive.
To extend its branches to the remote areas to mobilize the resources.
Increasing investment towards the new emerging business as per the present
scenario of the state.
Enhancing the ergonomics for the staffs and providing them better working
environment reducing the pressures.
Increasing effective trainings to the staffs for professionals development so
than they can enhance their efficiency towards the customers and their works.
Various programs to be conducted so as to attract more people towards the
banking services and its facilities.

3.3 Feedback to the College/University

The university can incorporate the internship program with a longer time
period so that it would help to boost the skills of student and may provide
them with more learning opportunities.
The university can be suggested to focus more on on-the-job training then
theory classes.
The college can be suggested to design the courses which will make the
student more updated with the latest technology.
College should try to promote the strength of the student and the course they
are providing to the students so that the internee are assigned intern as per
their capability and strength.

REFERENCE
1. www.sanimabank.com.np,2013
2. www.google.com
3. www.nrb.org.np
4. Annual report of SBL
5. Rose, P. S., & Hudgins, S. C. Bank Management and Financial Services (Seventh
Edition.). Tata McGraw Hill Edition Private Ltd.
6. Sanima Bank Limited. (2012). Internal Report of Kumari Bank Limited 2011/12.
7. Brouchers of SBL.