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Executive Summary

This present study at Kotak Mahindra bank is conducted for the study of disbursement and recovery
procedure of loan.

The Kotak Mahindra bank that emerged after the amalgamation of the four east while kotak bank
with area of operation spread over mine districts, now caters to b 1/3 of the geographical area of the state
and thereby has earned the opportunity of serving a large section of rural population.

The basic objective of any financial institution is to maximize wealth. In order to achieve this
objective the bank must earn sufficient amount of profit. The amount of such profits largely depends upon
the magnitude of loan assisted and the recovery of those loans. Each compound of recovery has two
dimension, time and money. When it comes to recovery of loan “Time is Money”.

A study of recovery procedure which I have chosen an the topic of my project in Kotak Bank is the
main and the key recovery department, which plays an important role in the collection of the source of the
bank which in turn will be used for refinancing for the industrial and agriculture concern.
CHAPTER-1 INTRODUCTION

Company Profile

Name: JS ASSOCIATES

Address: Unit No 5, 3rd Floor Ulhas Bldg, Barucha Road,

Dahisar (East), Near Adrash Sweets,

Mobile No: 9664152010, 022-4343100

Status of firm: PROPRIETORSHIP

Total Number of Employees: 45-50

Year of Establishment: 2011


Introduction on Company

The Kotak Mahindra group is a financial organization established in 1985 in india. It was
previously known as the Kotak Mahindra finance limited, an on banking financial company. In
February 2003,kotak Mahindra finance ltd, the group’s flagship company was given the license to
carry on banking business by the Reserve Bank of india (RBI). Kotak Mahindra finance ltd. Is the
first company in the india banking history to convert to a bank.

 The bank he headed by K.M Gherda as Chairman


 Uday kotak as executive vice chairmam & Managing Director
 Shankar Acharya is the chairman of board of director in the company
 The bank has its registered office at Nariman bhavan nariman point,
Mumbai.

About kotak Mahindra bank bank the flagship company of kotak Mahindra group. Kotak Mahindra
finance ltd was established in 1985. The same got converted into a bank – Kotak Mahindra bank ltd in
march 2003. Kotak Mahindra bank has presence in commercial vehicles, Retail, Finance, corporate
banking , treasury and housing finance.

Non – banking financial company non bank financial companies (NBFCs) are financial institution that
provide service without meeting the legal difinition of the bank, i.e. one that dose not hold a banking
licence. Operation are, regardless of this, still exercised under bank regulation. However this depends on
this jurisdiction, as in some jurisdiction, such as Zealand, any company can do the business of banking ,
and ther are no banking licenses issued.

Kotak Mahindra Bank is an Indian private sector bank headquartered in Mumbai, Maharashtra, India. In February
2003, Reserve Bank of India (RBI) issued the licence to Kotak Mahindra Finance Ltd., the group's flagship company, to
carry on banking business.

It’s the one of the india’s driving monetary foundation, offering complete money related arrangement that
include each circle of line. From business keeping money, to stock broking , to share assets, to extra
security, to venture keeping money, the gathering takes account the monetary need of people and
corporate.

The gathering has a total has a total assets of over Rs. 5000 crores, representatives around 17100
Individual in its different organization and has a dissemination system of branch, franchisees, agent
workplace and satellite workplace crosswise over more than 344 urban areas and towns in india and
workplace in new York, London, Dubai, Mauritius what’s more, Singapore . The gathering administration
around 3.6 million client account.
Non bank institution frequently. Act as suppliers of loan and crdit facilities. Supporting investments in
property. Trade money market instrument. Fund private education. Provide wealth management such as
managing portfolios of stocks and share. Underwrite stock and share, TFCs and other obligation. Provide
retirement planning. Advise companies in merger and acquisition. Prepare feasibility, market or industry
studies for companies. Provide discounting service e. g. , discounting of instruments.

The saving account goes beyond the traditional role of saving, to provide you a range of service
from fouds transfer option to online payment of bills to attractive returns earned through a
comprehensive suite of investment option.

Ace saving account average monthly balance (AMB) of Rs. 50000/- free cash withdrawals at other
domestic ATMs avail a discount of 25% on issuance of best compliment card (Git card).Edgs
saving account average monthly balance (AMB) OF Rs. 10000/- free access to all domestic VISA
ATMs, up to five transation per month. Pro saving account average monthly balance (AMB) of Rs.
20000/- Classic saving account average monthly balance (AMB) OF Rs. 10000/-.Nava saving
account average monthly balance (AMB) of Rs. 5000/- silk – The saving’s programme for
Women.

My junior account – The savings account for kide Kotak junior account has been designed to
encourage the child (and their present ) to save smartly from an early age. It not only offers you up
to 6% interest p. a on the account, but also a 10 year recurring Deposit and linked systematic
investment plans intended to provide long term saving for your child feature. Up to 6% interest p.a
on saving account balance.
 Investment based NMC waiver
 Investment avenues like recurring deposit and systematic investment plane.

Ace current account A premium current account with maximum benefit an d features for large
businesses and enterprises. Average quarterly balance(AQB) OF Rs 2.5lac. free business power
platinum debit card with enhanced daily purchase limit of Rs 2.5 lack and daily ATM cash
withdrawal limit Rs 2 lakh. Free home banking service cash/ cheque pickup and delivery, at your
call.

Global trade current account, online FX rate booking system (FX Live) offers booking of FX rate
at your convenience, E banking platform provide information on outstanding bills/credit limit
online, tracking mechanism of the deals booked (Auto e deal confirmation), E- advice faciliatete
timely accounting and recounting and reconciliation, E- SWIT to provide faster communication
with your overseas business partner letter of credit, Backed by the strong finance set-up, we offer
import financing service through letter of credit(L/C), which are well accepted globally. Our trade
team is equippes to structure the solution for a variety of purchase requirements.
PRODUCTS OF KOTAK MAHINDRA BANK

Founded in the year 1985, Kotak Mahindra Bank is one of the most trusted financial institutions in
the country. It has its headquarters in Mumbai and operates through a network of 1,369 branches
and 2,163 ATMs across 689 locations in India. In 2016, Kotak Mahindra Bank was reckoned as
the fourth largest private bank in the country. It offers a wide range of banking and financial
services including investment banking, personal banking, general insurance, life insurance and
wealth management.

 KOTAK MAHINDRA BANK CAR LOAN

Kotak Mahindra Prime Ltd. Car Loan lets you own your dream car at attractive rates of interest. This loan
can be availed both for buying new car or used car; imported cars are also eligible subject to certain terms
and conditions. Loan will be disbursed within 48 hours of completing documentation. Some benefits of
Kotak car loan includes-

 Financing a wide range of cars from some leading brands


 Competitive interest rates
 Speedy processing and disbursal
 Up to 90 percent of the car value can be financed
 Loan tenure up to 7 years

 KOTAK MAHINDRA BANK CREDIT CARD

Kotak Mahindra Bank offers a varied range of credit cards to suit the needs of different shopping
personalities. Movie tickets, shopping and dining discounts, fuel surcharge waiver, rewards and cashbacks
are a few benefits offered by Kotak credit cards. The bank has divided its credit card offerings into four
categories- dining & movies, travel & lifestyle, shopping and others. Bonus reward points and milestone
benefits add to the advantages of Kotak credit cards. Some popular credit cards offered by the bank are-

 Royale Signature Credit Card


 Urbane Gold Credit Card
 Solaris Platinum Credit Card
 League Platinum Credit Card
 PVR Gold Credit Card
 Aqua Gold Credit Card
 PVR Platinum Credit Card
 Essentia Platinum Credit Card
 KOTAK MAHINDRA BANK DEBIT CARD

The debit card range of Kotak Mahindra Bank gives its customers the power of cashless transactions.
These cards offer several advantages such as VIP lounge access, higher withdrawal limit, personal accident
death cover and golf privileges. Features and benefits may differ from one card to another. Savings account
holders get complimentary debit cards with their accounts depending upon the type of account. Being chip
based cards, these are safer to use and are also OTP secured. Users get SMS alerts after every transaction.
Kotak Mahindra debit cards can be used at every ATM and merchant PoS terminal.

 KOTAK MAHINDRA BAN K SAVINGS ACCOUNT

Kotak Mahindra Bank currently offers one of the best savings account interest rates in the market. One can
customise the account according to his saving needs in order to achieve the saving goal optimally. There is
no transaction fee or monthly account fee. Kotak also offers zero balance savings accounts for the
customers. Here are a few types of savings account offerings by Kotak-

 811 Savings Account


 Edge Savings Account
 Junior – The Savings Account for Kids
 Pro Savings Account
 Sanman Savings Account
 Grand – Savings Programme

 KOTAK MAHINDRA BANHOME LOAN

Home loans are also offered by Kotak Mahindra Bank along with highly customized facilities and services.
Competitive rates of interest and simplified documentation makes home buying a pleasurable experience
for the home buyers. The bank offers a higher LTV and the loan tenure can go up to 20 years. Moreover,
outstanding balances of other home loans can also be transferred to Kotak Mahindra Bank. Given below
are some other reasons why Kotak Mahindra Bank home loan is a good deal-

 Document collection at doorstep


 Convenient and hassle-free application process
 Insurance options to cover your home loans at lower premium

 KOTAK MAINDRA BANK FIXED DEPOSIT


Fixed Deposit by Kotak Mahindra Bank is one of the best ways to save money and earn interest. It gives
you stable returns and liquidity along with the flexibility to choose when you want the interest to be
accrued- monthly or quarterly. Types of fixed deposits offered by Kotak are-

 Regular Fixed Deposit


 Reinvestment Fixed Deposit
 Senior Citizen Fixed Deposit

 KOTAK MAHINDRA BANK PERSONAL BANK

Meet your unexpected expenses and cash crunch with Kotak Mahindra Bank Personal Loan. The
application procedure is quite easy and the documentation formalities are simplified. One can avail a
personal loan starting from Rs. 50,000 to Rs. 15 Lakhs at competitive rates of interest. Kotak also offers
Quick Online Approval for Personal Loan wherein the borrower has to fill an online form. If he is
considered eligible, the bank will give you a call for further processing of the loan. Prepayment facility is
also allowed after serving 12 EMIs. Some benefits of the loan are-

 Minimal paperwork
 Top up personal loan facility available
 Flexible repayment options
 Instant approval

 KOTAK MAHINDRA BANK EDUCATION LOAN

Kotak Mahindra Bank believes that everyone has the right to get good education and hence they offer
education loan to help meritorious students study in their dream colleges. These loans are offered at
highly-competitive rates of interest to pursue education in India as well as abroad. The amount of loan
depends on the institute and the income of the borrower. Loan of up to Rs. 10 Lakhs can be availed for
education in India and the amount can go up to Rs. 20 Lakh if you want to fund education in a foreign
country. Documentation formalities are minimal and the loan is quickly approved provided that all
documents are in place.
 KOTAK MAHINDRA BANK GOLD LOAN

To help you in meeting cash crunch, Kotak Mahindra Bank offers gold loan facility. It is a type of personal
loan that is secured against gold ornaments or gold coins pledged with the bank. The loan proceeds can be
utilized for debt consolidation, wedding expenses, medical needs or any other type of requirement for
which you need cash. Kotak ensures the safety of the pledged ornament or coins as they will be kept in
secured vaults. There is minimal documentation and the loan is disbursed almost instantly. At the time of
taking the loan, the customer can choose the type of facilities that he/she wants to avail on the loan.

 KOTAK MAHINDRA BANK LOAN AGAINTS PROPERTY

Avail loan against property at lower rates of interest with Kotak Mahindra Bank. Loan amount can range
from Rs. 10 Lakh to Rs. 5 Crores depending on the value of the property pledged to the bank. Residential,
commercial and industrial properties can be put as collateral and the loan proceeds can be utilized for
meeting personal needs as well as the financial needs of your existing business. The loan tenure is flexible
and hence repayment becomes easier for the borrower.
THE RBI’s RECOVERY RULES

 You can choose the place of contact in the absence of any specified place, the recovery agent
can contact you at home or at work.

 You can ask to see the agents ID card and letter of authority from the bank.

 You have a right to privacy recovery agent can not discuss you debt with and other person.

 You can specify the hours between 7am and 7pm for contact, unless the special circumstance of
your business or occupation require otherwise.

 You can choose a time and place to receive calls.

 You can have a cross to time and number of cells and content of conversation documentation.

 You can seek assistance to resolve dispute of difference regarding dues.

 You have to be treated with recovery and decorum has to be maintained.

 You can tell a recovery agent not to cell or visit in case of bereavement in the family or during
ant calamitous occasion.
SWOTANALYSIS

Kotak Mahindra is an India Banking and Financial service that was formed during the year 2003 and is
headquartered in Maharashtra, India. It provides many banking products and financial services for retail
and corporate customers by means of many specialized subsidiaries. Its main area of business includes
investment banking, personal finance, life insurance, general insurance, and wealth management.

The company has a wide network of about 1,369 branches across various 689 locations and through 2,163
ATMs across the country. During the year 2018, it was looked upon as the second largest in the private
bank category in India with respect to market capitalization. Kotak Mahindra provides a platform where
the customers can manage finance digitally at any time and at any place. Kotak Mahindra provides a wide
range of digital services that range from Net Banking to Mobile Banking.
STRENGTHS IN THE SWOT ANALYSIS OF KOTAK MAHINDRA

• Financial products – Kotak Mahindra provides innovative financial products that exist in various
categories. Their financial products exist in various domains like accounts, deposit, cards, loans,
insurance, and investment.

• Excellent customer service – Kotak Mahindra values the relationship it has with its customer and is
committed to fulfilling their banking requirements. It provides various ways to get in touch with
customers like phone banking, online chat, online help, and through their branches and ATMs.

• Digital Banking – Kotak Mahindra provides a smart way of banking through internet banking. This
helps the customers to skip long queues in the bank.

• Ability to rise up – Despite having a fall in its market share over the past four years, Kotak
Mahindra Bank is among the best investment banking and stockbroking franchise in India.

• Excellent top management teams – Kotak Mahindra Bank is one of the most steady top
management teams who has been associated with the bank for more than a decade. This helps the
bank to grow more as the team is well aware of its insights for quite some time.

• Diversified business model – Kotak Mahindra Bank has a diversified business model across various
domains like asset management, lending, insurance, capital markets. This helps the company to
capture the full value chain in the finance sector thereby helps to maintain steady earnings growth.

• Vehicle finance – Kotak Mahindra Bank is a market leader in car and commercial vehicle finance
having strong skills in these sectors.

• Strong customer base – Kotak Mahindra Bank has a strong customer base of about 2.7 million.
WEAKNESSES IN THE SWOT ANALYSIS OF KOTAK MAHINDRA

 A new entrant – Kotak Mahindra being a new entrant to this business, there seem to be lesser
entries to its business.

 Poor marketing – Kotak Mahindra has a poor marketing strategy thereby having low publicity. This
leads to low business scope thereby being a great weakness to its business.

 Weak liability franchise – Kotak Mahindra Bank does not see a great franchise. Its CASA ratio
seems to be lowest for Indian banks. With respect to a savings deposit, the bank is in a weaker
position.

 Less corporate banking – The bank seems to have a weak presence in corporate banking.

 Limited IVR licenses – Kotak Mahindra Bank has a limited number of IVR license that could lead
to disturbance if it exceeds the IVR license limit.

OPPORTUNITIES in the SWOT analysis of Kotak Mahindra

 Increase in demand for banking – There is an increased demand in the banking sector, thereby
providing a huge opportunity for the Kotak Mahindra Bank.

 Strengthen its liability franchise – The bank can strengthen its liability franchise by increasing its
CASA deposit. The bank can widen its branch network thereby providing a huge opportunity for the
bank to increase its visibility and revenue.

 Act by RBI – The recent deregulation savings act by the RBI provides the Kotak Mahindra Bank
with an opportunity to get new customers and to strengthen its CASA ratio.
 Presence in asset management – The bank has an opportunity to expand the asset side thereby
increasing the market share in the existence of corporate banking.
 Enhancing its business overseas – Kotak Mahindra Bank can increase its opportunities by
expanding its business to the international level.

THREATS in the SWOT analysis of Kotak Mahindra

 The slowdown in the economy – When there is a slowdown with respect to the economy, there sees
a big threat to the business. The bank is likely to face a big crisis in its business.

 Increasing competition in the finance market – There is a big competition in the banking and
financial industry where is a huge product that is sold out in a unique manner by many players. This
is, in fact, a huge threat to the Kotak Mahindra Bank thereby having the necessity to get innovative
products in the market.

 Banking norms – There seem to be rigorous banking norms in the market that is likely to hit the
business is some way or the other.

BENEFITS OF KOTAK MAHINDRA BANK


 Support the vision, mission, and objectives you have already defined. The SWOT will at Multiple
options for Salary Credit
 Corporate Internet Banking
 Web based module - NET IT
 Branch Network
 Reimbursement Account opening along with Salary Accounts using Insta Kits
 Single Point of Contact for below mentioned services and products:
 New Pension System
 Car Lease Program (offered by Kotak Mahindra Prime Ltd.)
 ESOP Funding (offered by Kotak Mahindra Investments Ltd.)
 Corporate Credit Cards
 Corporate Funding
 NR Accounts
 Knowledge Series Workshops - on National Pension System
 FINMALL's at Corporate Premises - Galore of financial solutions
 PARICHAY at Corporate Premises - Customer Service initiative for your employees
LIMITATION OF KOTAK MAHINDRA BANK

 Only resident individuals who have a savings bank account can apply for the services

 Foreign Exchange proposed to be remitted can be for the following purposes only (basis RBI
guidelines) -
 Maintenance of close relative abroad
 Education
 Emigration
 Going abroad for employment
 Medical treatment abroad
 Travel for education
 Travel for medical treatment

 The transaction details which are specifically mentioned in the application, should not cross the limit
for the financial year or any other limit prescribed by RBI under FEMA, 1999 for the said purpose

 For Non Kotak Bank Account Holders the registration process to be completed using Aadhaar OTP
and maximum amount of remittances allowed is $10,000 per financial year

 For Existing Account Holder a maximum of $25,000 per financial year will be allowed to be remitted
through the online platform

 Total amount of foreign exchange purchased from or remitted through, all sources in India during this
financial year including this proposed remittance should be within USD 250,000 (USD Two Hundred
and Fifty Thousand Only) the limit prescribed by Reserve Bank of India for the said purpose under
FEMA, 1999

CONCLUSION of SWOT ANAYYSIS FOR COMPANY

Kotak Mahindra bank is the leading bank in the country, it provides a variety of products and services to
different segment of the customer.
The general perception is that private banks provide better service as compared to a government bank. As
KOTAK MAHINDRA, being a private bank provide finance to its customers at good interest rates, so that
customer can easily reply the EMIs
The privilege given to the preference customer and royal customer like home service liked and appreciated
by the customer.
It has ties up with other bank so that its customer can use other bank ATM facilities for free transaction
CHAPTER-2

STATEMENT AND OBJECTIVES:

OBJECTIVEs:

Is to build sound customer franchises across distinct businesses so as to be a preferred provide of banking
service for target retail and wholesale customer segment, and to achieve a healthy growth in profitability ,
consistent with the banks risk appetite. We are the committed to do this while ensuring the highest levels
of ethical standard, professional integrity, corporate governance and regulated compliance.

The main objective of our company ever since 1985 are:

 To know about Kotak Mahindra Bank

 Have an overview of commercial banking financing products

 To look and get experience of how the bank finance to the customer, the terms and
conditions with the practical exposure

 Know the different commercial banking financing services offered by the bank

The main objective, based on the vision of the company, will be achieved only by the
fullparticipation of all employees with proper motivation and education.

We strive to:

 Be provide to better service.

 Customer service follow-up isn’t something you should just think about. It’s
something you must do.

 Provide to customer low to low wave off do must.

 We are the skills are very soft because customer said to I can’t pay this amt.

 Develop recover channels to new areas in accordance with the market.

 Commitment for our customers’ satisfaction with our recovery, services and
relationships is our main promise and guidance for all we do at work.
MISSION

Meaning of Mission

A mission statement is, in some ways, an action-oriented vision statement, declaring the purpose an
organization serves to its audience. That often includes a general description of the organization, its
function, and its objectives. Ultimately, a mission statement is intended to clarify the "what," the "who,"
and the "why" of a company. It's the roadmap for the company's vision statement.

Mission of Company

Our mission is to develop and acquire new technologies and use them to solve everyday problems of
recovered to all the debts, human and environment be provide to any time service.

Our company is aware of the necessity of combining the production of finished to all recovery with
simultaneous and continuous investment in the development thereof.

VISION

Meaning of Vision

A vision statement describes where the company aspires to be upon achieving its mission. This statement
reveals the "where" of a business -- but not just where the company seeks to be. Rather, a vision
statement describes where the company wants a community, or the world, to be as a result of the
company's services
Vision of Company

 The Global Indian Financial Services Brand


Our customers will enjoy the benefits of dealing with a global Indian brand that best understands their
needs and delivers customised pragmatic solutions across multiple platforms.
We are a world class Indian financial services group. Our technology and best practices are bench-marked
along international lines while our understanding of customers will be uniquely Indian.
We are more than a repository of our customers' savings. We, the group, are a single window to every
financial service in a customer's universe.

 The Most Preferred Employer in Financial Services


A culture of empowerment and a spirit of enterprise attracts bright minds with an entrepreneurial streak to
join us and build long-term careers with us.
Working with a home grown professionally managed company, which has benefited from partnerships
with international leaders, gives our people a perspective that is universal as well as unique.

 The Most Trusted Financial Services Company


We have created an ethos of trust across all our constituents. Adhering to high standards of compliance and
corporate governance is an integral part of building trust.

 Value Creation
Value creation rather than size alone will be our business driver.

Companies that will use appropriate marketing activities and the participation of highly qualified
personnel to become one of the best providers of customer service and field person.
Environmentally friendly.

If we want to be successful, we have to use methods like nobody else. Being better is important, but not
decisive. Whoever wants to be better, faster, and more efficient, has to compete with many competitors.
We do not need competition for our development.

We have clear goals, a lot of knowledge and experience a recovery debts programmed, a relatively good
technological support and a relatively young, capable team. We are setting our own rules of the game –
and winning.

Let us emphasize the two main points of our strategy once again – knowledge and innovation.

Creativity is the soul of a business. Without innovation and innovative creativity, we will have only
an empty shell, but we want to be and to remain a company with content.
CHAPTER -3

Role in the Organization during Internship

I attempt to collect payment on overdue Credit card payment by informing customers of their debt and

their various options for repayment. When agreeable payment terms are not reached, and take further

action in order to collect payment on debts. I typically work in call center and office environments during

daytime, evening, and weekend work shifts, both full- and part-time hours. Also report to a direct manager

or supervisor as assigned and work as part of a large team of collections officers.

I have learned various skills during my Internship Period are as Follows-

These are the following skills:

 Make Calls to Clients

I attempt to locate and contact clients, primarily over the phone, in order to talk with them
about their debts. This includes calling customers at home, at work, and on their cellular
phones.
 Negotiate Payment Schedules

I speak to customers to negotiate payment plans and payment schedules that suit their
current financial situation while still satisfying the debt.

 Advise Customers

Also advise customers on their various payment options. If no payment agreement can be
reached, and inform customers of further actions that may be taken to collect overdue debts.

 Maintain Customer Files

I keep customer files updated, recording times and dates that contact has been made and
noting information that customers have received about their debt.

 Prepare Statements

I prepare statements to be given to credit departments and banks when customers fail to
meet their payment agreements or when no payment agreement can be made.

 Write Letters

I write letters to customers to inform them of their debts. When customers fail to meet their
payment obligations and fail to make payment agreements, I write letters to credit agencies,
insurance companies, lawyers, and customers’ employers to collect debt without the
customer’s aid.
 Answer Phones

I answer incoming calls from customers and other individuals.

 Decision Making Skills

Normally use computer software to keep track of customer contact information, delinquent
accounts, payment plans and late fees. If an account is past due, and try to reach the
consumer by phone, mail or email. Collection agents decide which accounts warrant
immediate attention, as opposed to those that can be handled at another time.

They may also determine late fees for delinquent accounts. In some instances, I will work
with customers whose accounts are past due, offering smaller payments over a longer time.

While as working here should possess a courteous and professional demeanor with
customers, they should also remain assertive and confident. Along with those qualities, I
should be organized, flexible, analytical and resilient when trying to resolve a debt.

ROLE OF RESPONSIBILITIES

STEP 1 : SALES & MARKETING

 Business sourcing
 Excculion of KYC & related documentation
 FI initiation
 Intiatial proposal writing/ APAC/ CAM creation
 Rate finalization
 Customer Negotiations
 PDD &intant collection
STEP 2 : CREDIT
 CAM verification
 Basic seculiny of document
 Proposal/ Credit appraisal & rating
 File/ Application approval
 Infant collection

STEP 3 : OPERATION
 File verification/ Scrutiny
 Disbursement
 NDC & Sending of file to CPC
 A/C maintenance

Step 4 : RECOVERY
 Collection of DPD buckets
 Recovery asset repossession

I learned I experienced how the reality faces off, the things which learn as theoretical are
how difficult to implement in Practicality.

Overall the experience was Valuable as it gave me knowledge of practicality in


conducting the line of business. As the work which I done in the firm was related to my
field, it boosted up my knowledge in this field*
Over all I have learned:-

How the flow of communication takes place in firm and along with all people's in process.

How manager deals with different Personalities.

How team work approach ensures completion of objectives which are set earlier and to be
perceived.

What roles and functions are played by each functional departments etc.

I have also learned various PR Skills which becomes necessary to improve and good at
marketing, and dealing with suppliers.

In a work environment, strong interpersonal skills are an asset that can help you navigate
complexity, change and day-to-day tasks.
Chapter – 4

Challenges faced during Internship

For most of us, an internship is our first brush with the real world. It will probably be
your first time to spend an entire day wearing a collared button-up top and a pair of
sensible shoes. You imagine eagerly going to work 15 minutes early. You can’t wait to
get in there and get a head start on your career.

And then you get there. Quickly, you realize your internship isn’t exactly what you
expected it to be. Frankly, it’s kind of disappointing. There is lot of challenges faces by
interns in code of learning. A challenge is something new and difficult which requires
great effort and. determination.

Internship challenges do hit hard because it is the first time you are in such an
environment and aren’t very familiar with work-life issues. I also faced various challenges during the
learning days. These challenges are as follows:-

Challenges faced during Internship:-

 Problem of fittingin

Adjusting yourself in new environment which is highly changing and dynamic is always not easy. As an
intern it was challenging for me as I was fresher having no idea of practicality in real world. All I had
was just theoretical knowledge. To make it happen, I had to face various problems in line such as
understanding the forms of communication, people's role in the organization, its goals and objectives.
Suggestions - Be patient, understand the organization its policies its statements. It’s yourfirst experience
make it learning full. Have flexibility in approach you will find easy to fityourself in the firm.

 Communication

Being able to communicate effectively is perhaps the most important of all life skills. It iswhat enables us
to pass information to other people and to understand what is said to us.Communication is the main
challenge faced by interns during Internship. Communicationis one of those internship challenges that
can actually hinder your internship time. It wasalso faced by me in the firm as it took time for me to
understand what line ofcommunication does the firm follows. I also found hesitation in drafting
communicationwith people's outside the company. Without communication no steps further can betaken.

Suggestions - As I gained experience I can suggest that communication this problem canbe faced easily.
You just need to be calm and opened up in approach. Understand theorganization and its flow of
communication. It will lead time consuming but it will helpyou ahead in conduct of learning.

 Dealing withChange

Change means process of causing a function, practice or thing to become differentsomehow compared to
what is at present or what it was in the past.
During Internship, I had to bind myself with various changes as it occurred frequently in
market. I had to deal with them and act accordingly to fit in these competitive and ever
changing environments. As an intern you find it very difficult to deal as we are new for
practical knowledge.

Suggestions - Don't be stressed. Take help of your mentor they will share guidelines and

their experience to cope with changes in the field of study.

 Coordination with the Superiors

Coordination is the synchronization and integration of activities, responsibilities and


command and control structures to ensure that the resources of an organization are used
most efficiently in pursuit of specified objectives. It is one of key functions of
management.

Coordination with my superiors took time to develop as I wasn't able to open up and
flourish myself at the beginning as it was new world for me but as time passed I was able

to understand my superiors, their roles, their guidelines and functions thereby increasing
and enhancing coordination amongst us.

Suggestions - Without coordination you can't cross the line and take further steps. You
need to make good coordination with your superiors as you are new to work. If you face
problems speak to them and have conversation they will guide you well because if you
failed to do so it leads to various problems in future learning.
 Time management

Time management is the process of planning and exercising conscious control of timespent on specific
activities especially to increase effectiveness, efficiency and
productivity. It’s my first job kind of experience. Reaching late for classes and latesubmissions of
assignments was tolerated by my college professors. But in a professionalworkspace it isn't acceptable
and hence managing time was really difficult for me. Abalance between work, academics and personal
life also seems to be a challenge.

Suggestions - Managing time is precious if you failed to do so you bound with doingmistakes. Don't get
panic talk to your superiors and find solutions. Start developingyourself day by day in approach you will
be habitual to manage time.

 Countering Negativity Morale

Negativity is a tendency to be downbeat, disagreeable and skeptical. Negative outcomesare bad


outcomes. Morale is the confidence, enthusiasm, discipline of a person at aparticular time. During the
learning days I observed sometimes my morale was boostwith positive notes at same time it also used to
get low by negative outcomes in myapproach such as poor performance, changing conditions in
workplace. It is difficult tocounteract with negative outcomes.

Suggestions - Work hard and strive to achieve excellence.

Face negative outcomes but be strong to change it into positive signs. Change yourthinking way from
negative aspect to positive aspects. If you are able to do this, you willsurely have good learning skills
enhancing your experience at best.
 Understandingteamwork

Teamwork in the professional sector is a lot different than your projects at varsity.Miscommunication,
misinterpretation of the actual objectives, different opinions of team
members are common and varies than that of the project group work you’ve done.Also,mishaps in
internal communication also affect your work. You find yourself not sure howto resolve in many cases.

Suggestions -So understand team approach and share your contribution in achievement
of the firm’s goals and objectives.

 Understanding theorganogram

The hierarchy differs from organization to organization; some have complex and tallwhile some have flat.
The hierarchy often gets difficult to understand during the first fewweeks.

And you should know it since you need to be clear whom you’re reporting and who isreporting to whom.
CHAPTER -5

SUGGESTIONS

A. Productivity per Employee:


 A comparative study of public sector banks regard to productivity per employee, in public sector
banks three banks viz, Central Bank of India, Punjab National Bank and State Bank of India have
recorded worst performance. A critical review of the year-to-year performance of these three banks
reveals that they have shown some improvement in successive years under study.

 There was the lack of awareness about banking rules and regulation not only in the private sector
and Kotak Mahindra banks but at many of the small branches even in case of nationalized banks
also. This may cause the further delay in the implementation of the transaction and which is
ultimately converted into reduction of productivity and the business of banks. To remove this
hurdle effective training programme should be arranged for educating the manager cadres or other
employees who are concerned with the banking.

 Sometimes productivity can be affected due to higher amount of Labour turnover towards other
sector and these can reduce only through satisfaction of employees of banks by financial and non-
financial motives.

 If employees lack the requisite banking culture and fail to project the image of the bank in a proper
way, productivity is bound to suffer. So banks should adopt means of increasing interest income by
granting qualitative advances and widening their credit portfolio and increased other income.

 Commercial banks should be allowed to compete with financial institutions in extending term
credit in clear manner

 Public Sector Banks should exercise some control over the volume and mix of credit portfolio
within the limits of acquisition and deployment of funds.

 Public Sector Banks should concentrate on intensive mobilization of deposits; it can be done only
through improved customer services and by implementing a various attractive deposit mobilization
schemes.

 Public Sector Banks should bring operational efficiency and should diversify their activities into
non- traditional banking activities. They should concentrate on non-interest income avenues.
Diversification based on niches and core competences are more likely to be successful. The
strategy of offering the right kinds of product in the right market for products rather than providing.
 In Indian Public Sector Banks there is no clear cut placement and succession planning so in order to
raise the productivity a well-defined succession plan will lead to smooth take over of important
positions and it will result in a higher productivity.

 Public Sector Banks are required to decrease no. of employees for improving income per employee
and expenses per employee ratio. Public Sector Banks are also required to increase deposits and
advances or decrease no. of employees and no. of branches for improving deposits per employee,
advances per employee, deposits per branch and advances per branch ratios.

 A separate cell at each district head quarter may be set up exclusively for recovery of bank dues.
Government vehicles should also be provided for 277 the recovery and the recovery procedures
should be simplified. The defaulters misusing the loans should be severely dealt with. The
recommendation of the Narsimham Committee regarding setting up of an Asset Reconstruction
Fund to take over from banks the bad and doubtful debts at a discount deserves to be implemented

 The attitudes of bankers should be more customers oriented than procedure oriented. More flexible
business hours, evening counters, bright and comfortable banking halls and well informed staff,
information brochures and regular contacts, all of which will have to be given due attention to
improve customer services.

 Appropriate use of technology for improvement the quality of customer service and ensuring
efficiency in operations is crucial for the effective functioning of banks in emerging competitive
environment. There is a need for improving and upgrading work technology to cope up with the
growing volume of business transactions. The present program of branch computerization is largely
confined to metropolitan and urban branches only. The feasibility of extending this facility to other
growing banking centers has to be explored.

B. Productivity per Branch:-

o A comparative study of public sector banks regard to productivity per branch that the
performance of Central bank of India and Dena bank is below average whereas SBI, BOB
and BOI have registered above average performance. Similarly among the private sector
banks, the performance of DCB, IndusInd Bank, KMB, and Axis Bank is below average
while other banks have fared better. In respect to the average business per branch of public
sector banks is way below that of the private sector banks. It is therefore safe to assume that
the private sector banks have been implementing a well-defined strategy to perform
exceedingly well. The following suggestions are made to improve the productivity per
branch in relation to public sector banks.
 The productivity related to business per branch was not remarkable in Public Sector Banks. Public
Sector Banks either should close down the unviable bank branches by selling out the existing
business to some other bank which has been able to maintain a sustainable growth rate or increase
the business volume at branches by adopting aggressive marketing strategies and by redeployment
of employee wherever necessary

 To improve productivity in the emerging competitive environment, bank should work towards
transforming branches from transaction dispenses to relationship centers. The Public Sector Banks
in particular can improve their productivity by managing some of the important elements in a
rational way.

 The men power of branches should be deployed in a proper way. If necessary re deployment and
down-sizing of staff should be resorted to. Loss making branches with insignificant level of
business should be closed or merge with profit making branch. Further branches should be open at
strategic location and business potential of that area should be explored by aggressive marketing
and efficient customer service.

 Kotak Mahindra bank should chalk cant some program to create general awareness regarding its
presence and various service of the bank. More attention is require in distant located firm and cates
the need of those commercial area.

 Personal Marketing / aggressive Marketing: Today is the era of competition in order to


increase the banking network (in term of Clint and business volume ) an aggressive approach is
required. The bank should recruit more number of marketing personal, so be one of the method pr
modes of taking people onto confidence.

 Promotional companies:- In the era of such stringent comparativeness one has to take care of
promotional activities.

 Promotion through customer:-

Through motivational the exiting customer to get more business ban be one of modes to have greater
access or approachability. The motivation to the customer can be through gifts or through any memento.
 Reference selling:-

Few of the bank’s existing customer specially esteemed once can be asked to give reference about relative/
friends or any acquaintance that they consider potential customer. There the business volume can be
increase.

 Adverting:-

Initially when we look our work we found that general awareness amongst people regarding KOTAK
MAHINDRA BANK was very low. The bank should instead of being centrally adverting. Try to advertise
locally. The can be done in following ways.

 Public welfare banner:- An excellent way to advertise which can be done through tree guards
having Kotak Mahindra bank name.

 Traffic posts especially are commercial location can have board of bank.

 One or two neon boards can be out at the center place of Udaipur.

 Ad campaign through FM, Radio, Hoarding and Television.

 The bank should come up with more branches in other major cities of Rajasthan.

 The bank should open more ATM network.

 There should be education training Programmers for sales Executive by KOTAK.

 Processing time of opening an accounts should be reduced .

 Introduction of HR practice
Conclusion

The efficiency and productivity of employee may influence the business and if the funds are used
efficiently with the help of higher productivity of personnel then it will lead to higher profitability. In order
to increase per employee business, Banks should train their personnel accordingly, motivate them, and
make them customer oriented. Second option is to reduce the size of men power by Voluntary Retirement
Scheme (VRS) and Early Retirement scheme (ERS) and reset to out sourcing of some of the functions of
the bank. The competition for market share is increasing the pressure on profitability and forcing banks to
trim costs, particularly transaction costs and improve overall efficiency.

Various schemes of financial assistance for capital restructuring of the economically weak public sector
banks were also introduced during last decade. The economic liberalization measures introduced by the
Indian government coupled with trends towards globalization have substantially altered the banking sector
and the profitability of public sector banks has declined to a large extent. So Public Sector Banks will have
to introduce new financial instruments and innovations in order to remain in business.

The banking system has failed to gain internal strength and the decline in efficiency, productivity and
profitability has resulted in deteriorating the financial health of the sector. The ability of banks to face
competition will depend on their determined efforts at technological up gradation and improvement in
operational and managerial efficiency, improvement in customer service, internal control, house- keeping
and augmenting productivity and profitability. In today s competitive era, banks need to have a strategy
backed by management and organization and supported by skilled committed personnel. Under the
competitive environment, the focus is on profitability and trim balance sheets. Hence, banks will need to
increase fee business, concentrating on areas like guarantees, safe deposit lockers, investment advisory
services, drafts and remittances.

The forces of deregulation, technology and growing customer sophistication are broadly likely to have an
impact in India. But Indian bankers can eventually expect to face an environment marked by growing
competition, pressure on margins and increased risks. Indian banks do not show the characteristics of
efficient competitors in the banking markets, the better managed institutions will soon be making
significantly progress in this sector. In the wake of liberalization banks will also have to pay great attention
to strategic management, strategic planning and to greater specialization in the technical Sukumaran K.
(1996) “Indian Banking: Past, Present and Future” , in challenges to Indian
Banking (Ed. Narendra Jadhav ) Mac Milla’n India Ltd. aspects of lending and credit evaluation. The
Indian banks are decades behind the West and Japan and the newly industrialized in computerization and
Mechanization.

The man power employed in banks could not cope with this work load due to ineffective work technology
and growing culture of work avoidance. This resulted in poor customer service, increase in frauds, large
number of branches making losses and showing signs of stagnancy or unsatisfactory performance, etc. The
rapid expansion of bank braches and spectacular increase in banking operations unaccompanied by proper
training of staff and adoption of modern techniques of banking resulted in deteriorating customer services.
Banks‟ productivity had been reduced due to hike in wages and increasing operational cost in banks.
Interest spread of banks was also under pressure due to administered rates imposed on the banking system.
In order to identify appropriate competitive strategies, Public Sector Banks will have to make a careful
study of the market and segment customers into various categories based on their expectations, the extent
of competition, customer profitability etc.

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