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Acknowledgement ............................................................................................................... 5
Dedication ............................................................................................................................ 5
Executive summary ............................................................................................................. 6
1. History of Organizational ............................................................................................ 7
1. DEVLOPMENT PHASE .......................................................................................... 7
2. NATIONALIZATION PHASE ................................................................................ 7
3. PRIVITIZATION PHASE ........................................................................................ 8
4. PRESENT POSITION OF MCB .............................................................................. 8
2. Awards & achievement ............................................................................................... 9
3. Core Values ............................................................................................................... 11
i. Integrity ................................................................................................................... 11
ii. Innovation ................................................................................................................ 11
iii. Excellence ............................................................................................................ 11
iv. Customer Centricity ............................................................................................. 11
v. Respect .................................................................................................................... 11
4. Nature of the Organization ........................................................................................ 12
1) Product Lines and Brand Portfolio: ......................................................................... 12
2) List of main clients: ................................................................................................. 13
3) List of Competitions: ............................................................................................... 14
4) Brand portfolio: ....................................................................................................... 15
5) Management Profiles ............................................................................................... 15
6) Board of Directors ................................................................................................... 16
7) Auditor & Legal Advisor ........................................................................................ 16
8) Business Strategy & development committee ......................................................... 17
9) Human Resource & Remuneration committee ........................................................ 17
10) Risk Management & portfolio review committee ............................................... 17
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11) Committee on physical planning & contingency arrangements .......................... 18
12) IT Committee ....................................................................................................... 18
13) Compliance review & monitoring committee ..................................................... 18
13) Write Off Waiver Committee .............................................................................. 18
5. Organizational Structure ............................................................................................ 19
1. Organizational Hierarchy Chart: ............................................................................. 19
2. Branch Hierarchy Chart: ......................................................................................... 20
3. Comments on the organizational structure .............................................................. 20
4. Number of employees .............................................................................................. 21
5. Main office .............................................................................................................. 21
6. Plan of My Internship Program ................................................................................. 21
Brief Introduction of Branch: ......................................................................................... 21
Starting & Ending Dates of Internship ........................................................................... 22
8. Training Program ....................................................................................................... 23
1. Audit Functions: ...................................................................................................... 23
Statements of affairs: ................................................................................................. 23
Control Assessment Checklist: .................................................................................. 23
Account Opening Forms: .......................................................................................... 23
Account Closed: ........................................................................................................ 23
ATM Deletion: .......................................................................................................... 23
ATM issuance Form: ................................................................................................. 23
Claim Form: ............................................................................................................... 24
ATM Cabin: ............................................................................................................... 24
2. Cheque book Issuance: ............................................................................................ 24
Cheque book issuance Register: ................................................................................ 24
Deletion of Cheque book record: .............................................................................. 24
KM Reports: .............................................................................................................. 24
3. Clearance Department: ............................................................................................ 24
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Inward / outward clearing:......................................................................................... 24
Cheque returns register: ............................................................................................. 24
CC Register: .............................................................................................................. 25
4. Remittance Department: .......................................................................................... 25
Rupee traveler cheque Registers: .............................................................................. 25
FDA: .......................................................................................................................... 25
Call Deposit receipts: ................................................................................................ 25
5. Locker Processing: .................................................................................................. 25
Locker Room: ............................................................................................................ 25
Locker Register: ........................................................................................................ 25
Locker Issuance file: .................................................................................................. 25
6. Dormant Operations: ............................................................................................... 25
9. Detailed Description of Task Assigned to Me: ......................................................... 26
1. Account Opening Department: ................................................................................ 26
2. Act as a CSO: .......................................................................................................... 26
3. Clearance Department: ............................................................................................ 27
4. Cheque book Issuance: ............................................................................................ 27
5. Remittance Department: .......................................................................................... 28
6. Sales:........................................................................................................................ 28
10. Techniques of retaining customers:......................................................................... 28
11. Techniques of attracting new customers: ................................................................ 29
Ways of handling Different kind of customer ............................................................... 30
12. Future Prospects of Organization ............................................................................ 31
13. SWOT Analysis of the Organization ...................................................................... 31
14. Conclusion ............................................................................................................... 33
15. Recommendations for Improvements ..................................................................... 34
16. References ............................................................................................................... 35
17. Annexes ................................................................................................................... 35
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Acknowledgement
First of all a great thanks to Almighty Allah, who enable to complete this task and then I
am thankful to my respected teachers for providing such a friendly atmosphere and guide
line during our stay at the university not only for the Academic affairs but all other social
and prospective by sharing their remarkable experience. It was such a pleasant experience
to work in Muslim Commercial Bank I own my gratitude and thankful to all those who
helped me in preparing this internship report by sharing the best of knowledge. It is due
to endless efforts of my friend and fellow member at Muslim Commercial Bank who
provide me every favour and last but not least I am really thankful to my beloved parents
who have always been a source of inspection for me.
Dedication
I dedicate this report to my loving parents and respected teachers and friend without
whose help and encouragement it not have been possible. For me accomplish this task
within the specific time limit. I was provided with every facility by my parents who was
necessary in order to complete this challenge assignment.
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Executive summary
I have done my internship at The Muslim Commercial Bank Railway Road Branch
Kasur. There are four departmment in the branch,and I worked as an assistant in that
branch. For the first two weeks I worked in deposit department and account opening
under the supervission of Mr.Shahbaz where I have toper form following tasks: entering
information in KYC (know your coustomer) forms. Scanning and arranging specimen
signature card. Inform customer of essential conditions under which account will be
oprated. After wards I have learn about vouchersproperly bind sealed ans checking by the
manager. I have cheeked the following things: the cheek should not be post –dated / anti
dated. Amount in words and figures tallies. Cash paid stemos(with date) are duly affixed
in case of cash cheques and in case clearing stemps is affixed. Cutting / over writing are
duly authenticated by the account holder etc. the other task for me was issueing cheques
books. It is one of the most intresting works that I have learnt in the bank. Cheques book
should be issued only after all the formalities of the account opening forms which have
been cheeked by the branch manager. Maintaining Dispatch register and Inward mailing
register was also included in duties assigned to me. I also used to help different
employees in their work. My work timing were from 9am to 5pm, 6 days in week.
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1. History of Organizational
The history of MCB can be divided into four main Phases:
Development Phase
Nationalization Phase
Privatization Phase
1. DEVLOPMENT PHASE
MCB Bank Limited was incorporated by the Adamjee Group on July 9, 1947, under the
Indian Companies Act, VII of 1913 as a limited company. The bank was established with
a view to provide banking facilities to the business community of the South Asia. After
the partition of the Indo-Pak subcontinent, the bank moved to Dhaka (then the capital of
former East Pakistan) from where it commenced business in August 1948. In 1956, the
bank transferred its registered office to Karachi, Where the head office is presently
located. Thus, the bank inherits a 64 years legacy of trust of its customers and the citizens
of Pakistan. MCB Bank is not an overnight success story. It started with a share capital of
Rs 30 million which is divided into 3 million ordinary shares of Rs 10 each.
2. NATIONALIZATION PHASE
The 1960s decade is stated as the golden era in Pakistan’s economic and financial
development. The banking sector also registered noticeable growth during that period and
lent a strong helping hand to the government to achieve rapid economic growth of the
country. But in early 1970s this scenario changed altogether. The separation of East
Pakistan (now Bangladesh) and induction of the government led by Zulfiqar Ali Bhutto
were the most significant events of early 70s having far reaching effects on the banking
system. In the wake of rapidly changing conditions of the country, the government
decided to nationalize all the commercial banks so that the nation as a whole can benefit
from a better use of resources. Consequently, the Muslim Commercial Bank was
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nationalized under the Banks (Nationalization) Act, 1974 promulgated on January 1,
1974. In the banking sector, the then government decided to retain only five major banks
by merging all the smaller banks with the large ones. As a result of this policy, the
Premier Bank was merged into Muslim Commercial Bank in 1974.
3. PRIVITIZATION PHASE
This was the first bank to be privatized in 1991 and the bank was purchased by a
consortium of Pakistani corporate groups led by Nishat Group. The banks after
nationalization came under political and bureaucratic control and deviated from normal
banking practices. Some of their senior executives were tempted to nurture a culture of
obliging big businessmen, feudal and political influential. They sacrificed their personal
integrity and interest of banking sector for gaining promotion and accumulating personal
wealth. That is how banking sector started losing its upright and professional institutional
image from mid-80s and its downward slide started which touched new low during
1990s. The then PML government also became conscious of the falling standard of the
banking sector and decided to privatize all the commercial banks. Banks
(Nationalization) (Second Amendment) Ordinance 1991 was also promulgated to pave
the way for privatization of banks in Pakistan. In the wake of above amendments, 26%
shares valuing Rs. 149.8 millions of the Muslim Commercial Bank, held by the State
Bank of Pakistan were sold and the Bank’s management was transferred to the purchasers
of these 26% shares. Mian Mohammad Mansha is the Chairman of the MCB and has
played instrumental role in its success.
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products and services so that they can be financially successful, then MCB Bank will
continue to build on its leadership position and provide requisite returns to its
shareholders. During 2009, MCB took several initiatives that brought even closer to their
customers. With the launch of MCB Privilege, MCB became the first local bank to offer
a dedicated proposition for the affluent segment; to meet the growth and protection needs
of customers, we introduced Bancassurance and Investment Products in many of our
branches; to enhance transactional convenience for customers, MCB became the first
Pakistani bank to launch mobile banking. These coupled with several other initiatives
enabled us to continue on the path of growing customer base and profitability. Last year,
to expand and reach customer proposition, MCB also reached an agreement with RBS
Pakistan to acquire their business. Unfortunately, the deal did not go through but bank
continue to invest organically to further strengthen businesses.
2016 Pakistan Banking Awards Best Bank for Corporate Finance & Capital Market
Development
2015 CFA 12th excellence awards most stable bank of the year
2014 CFA 11th excellence awards best bank of the year 2013- large bank
2014 CFA 11th excellence awards most stable bank of the year
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2013 ICAP and ICMAP 2nd Best corporate report Award2012- banking sector
2012 ICAP and ICMAP 2nd Best corporate report Award2011- banking sector
2011 Euromoney best bank in Pakistan ICAP / ICMAP 1st – BCR Award2010- Banking
sector
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2001 Euromoney: Best Bank in Pakistan
3. Core Values
i. Integrity
We are the trustees of public funds and serve our community with integrity. We believe
in being the best at always doing the right thing. We deliver on our responsibilities and
commitments to our customers as well as our colleagues.
ii. Innovation
We encourage and reward people who challenge the status quo and think beyond the
boundaries of the conventional. Our teams work together for the smooth and efficient
implementation of ideas and initiatives.
iii. Excellence
We take personal responsibility for our role as leaders in the pursuit of excellence. We
are a performance driven, result oriented organization where merit is the only criterion
for reward
v. Respect
We respect our customers’ values, beliefs, culture and history. We value the equality of
gender and diversity of experience and education that our employees bring with them.
We create an environment where each individual is enabled to succeed.
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4. Nature of the Organization
The business strategy of MCB is to offer financial solution to main section of its
“customer base”, specifically retail and corporate. Wholesale Banking group provide to
the top level of local and multinational companies. As a result of organizational
restructuring including Investment Banking and complaining up relationship teams, the
group is in line with the industry’s best performance. Retail Banking Group has meeting
point on trading and middle market segment primarily for building risk assets and trade
related business. MCB is offering wide range of trades and services for its valuable
customers i.e. foreign trade, local trade, funds transfer and other seasonal necessities.
With the experience expands in the past few years, the bank is fast progressing towards
becoming the leading bank in consumer business. Other areas such as Banc-assurance
situate innovative records as well by crossing the Rupees 1 billion benchmark in 2011
owing to the constant purpose to strengthening this product.
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MCB Local Correspondent Banking MCB Corporate Financing
MCB Bancassurance
Nishat textiles
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Adam Jee
DG cement
PSO
EFU
MPPL
Utility store
Pepsi
Coke
Gourmet
Shaukat khanam
ENGRO
Edhi
Mobilink
3) List of Competitions:
MCB Bank has many competitors as a successful organization have but MCB considered
these 5 Banks his main competitors;
Alfalah Bank
Habib Bank limited
Allied Bank limited
Silk Bank
Bank of Punjab
Summit Bank
Askari Bank
Meezan Bank
Soneri Bank
United Bank limited
National Bank of Pakistan
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4) Brand portfolio:
5) Management Profiles
Imran Maqbool (President & CEO)
Ali Munir (Group Head Strategic Planning & Investments)
Agha Saeed Khan (Group Head Operations)
Salman Zafar Siddiqi (Chief Financial Officer)
Ali Mubashir Kazmi (Group Head International Investments)
Muhtashim Ashai (Group Head Wholesale & Investment Banking)
Shahid Malik (Group Head CCM (Corporate Communication and Marketing) &
Special Projects)
Kamran Rasool (Group Head CSR (Corporate Social Responsibility) & Security)
Mohammad Ramzan (Group Head Treasury & FX (Foreign Exchange))
Usman Hassan (Group Head Human Resource Management)
Raheel Ijaz (Group Head Compliance & Controls)
Laqa Sarwar (Group Head Special Assets Management)
Syed Rashid Rahman (Group Head Islamic Banking)
Muhammad Nauman Chughtai (Group Head Risk Management)
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Nadeem Afzal (Head Retail Banking – South)
6) Board of Directors
I. Mian Muhammad Mansha Chairman
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8) Business Strategy & development
committee
Mian Umer Mansha Chairman
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President / CEO Member
12) IT Committee
President / CEO Member
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5. Organizational Structure
1. Organizational Hierarchy Chart:
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2. Branch Hierarchy Chart:
Various key performance indicators are used to evaluate and to compare the overall
performance of MCB. There are departments with watching eyes that whether each
department is performing its duties or not. In this way these divisions and departments
make the organizational structure strong.
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4. Number of employees
The number of employees working in MCB Bank has increased from 8,000 to 20,000
5. Main office
Main office is located at 15 Main Jail Road, Main Gulberg, Lahore, Punjab 54000
Phone No
Fax No
Number of Employees 6
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Starting & Ending Dates of Internship
Starting And Ending Dates of my Internship
Name of Duration
Sr. # departments
Starting date Ending date
opening
department
department
processing
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8. Training Program
Detailed Description of Operations of
Department:
1. Audit Functions:
Statements of affairs:
Printing should be filled, No working day missing, all prints should be signed by the BM
& BOM
Account Closed:
There should be proofs of account closed which have been closed on customer’s demand,
signature card should be crossed, Account Closed stamp should be marked, un-used
checkbook should be attached.
ATM Deletion:
There must be entry of deleted cards in the register. ATM & pin code Register shouldn’t
be missing dates, title of accounts, account numbers, card numbers & there should be
customer’s sign.
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Claim Form:
Customer’s statement should be there, after the settlement, there should be reminder
forms, filled properly although in case of delay in claim settlement.
ATM Cabin:
There should be proper lighting, Help line, Dustbin, Cleanliness, door lock and camera
etc
KM Reports:
All issuances should be signed of official and should be attached with daily vouchers.
3. Clearance Department:
Inward / outward clearing:
It should be signed by clearance officer & BOM.
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CC Register:
Register should be completed with reminder letter of cheque crossing the TAT (Turn
aground time).
4. Remittance Department:
Rupee traveler cheque Registers:
There should be reporting letter for issuance of RTC above Rs. 500,000/
FDA:
FDA special rates approvals should be maintained with branch record.
5. Locker Processing:
Locker Room:
Locker room should be neat & clean and should be safe.
Locker Register:
There should be customer’s and official’s signatures while using lockers.
6. Dormant Operations:
Locker room should be neat and clean
Chairs and Tables should be available
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New books of addition & deletion, circular files should be in use
Personal files of Security guards containing CNIC copy, NADRA Verysis, license of
guns should be maintained
Leaving records application should be approved by HR department
First Aid box should be contain different pain killers, bandages, Dettol, Cotton, seizer
etc
DVR system & cameras should be places in hidden places
Firstly, I saw their valid CNIC, if they haven’t a valid CNIC, there should be NADRA
Token & a valid CNIC of their family member is also required.
Secondly, I asked them about their sources of income and checked their income
proofs like job visiting card, in case of partnership of business, partnership deed is
required or any other thing mentioned by customers.
Thirdly, I filled their account opening forms and arrange all documents like, copy of
CNIC of customer and his family member, Signature specimen Card, Cheque book
issuance slip, ATM form, Verysis, KYC Form etc.
Finally, I send these forms to BOM for the signs of officials. These forms send to
head office after proper documentation.
2. Act as a CSO:
I also act as a Customer Service Officer and perform different task e.g.
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Deal the customer and guide them where want to go
Issue statements to the customers
Tell their account balances using bank special software for this task on BT (branch
transaction) as per customer request
Flooring
3. Clearance Department:
I made local clearing as well as intercity clearing. During this period, I perform following
tasks:
Firstly, I made the entry of new cheque book in check book issuance register when it
comes from head office
I made entry of cheque book in excel sheet
I attach the request slip with cheque book
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5. Remittance Department:
While working in remittance department, I made CDR (call deposit receipt) & TDR (term
deposit receipt)
Pay Orders
Demand Drafts
Foreign remittance
Mail transfer
6. Sales:
While performing other tasks, my supervisor assigned me a task of gather customers and
issue VDC (Visa Debit Card). While acting upon this task, I made following activities:
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Solve their problems on time:
Handle the customer’s problems & issues, listen them with positive attitude and solve
their troubles with relax mind.
Customer’s feedbaCk:
Keep in touch with customers, be aware of customer’s need & wants, listen their
complaints & problems, know the customer’s behavior and their likes & dislikes.
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By meeting people
Building relationships
Enhance face to face communication
Do not afraid of customers
Giving them reasons to join you
Ladies Customer:
We handle ladies customers with polite behavior, and provide them a helpful
environment in which they can easily adjust.
Furious customers:
These customers over react in simple situation, we can handle them with normal attitude
listen to them. Firstly offer the glass of water to them, Listen to them carefully and talk to
them in such a way that they can easily understand.
Disable customers:
These customers treated with polite manners we can handle them by fulfill their needs
that they want to do.
Illiterate customers:
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We can help them by feeling their checks and deposit slips and refer them where they
want to go.
Its aim is to float the products and services that could help improve the life of customers,
masses and communities in which it operate. In the past the Bank has developed a strong
product portfolio that has brought innovative solutions, innovative front-end services and
improvement in customer dependency. Recognizing the need for securing future
leadership capability and achieving strategic viability, MCB has incorporated the
Succession Management initiative in its HR policy, as part of its organizational
development efforts. The Bank has formulated a comprehensive succession plan for
critical positions to ensure operational continuity and grooming of talent for subsequent
elevation to higher assignments
Online branches
Good Reputation
Extensive Network
Quick banking services
Flexible environment
66 years of establishment
Largest Bank
Additional Deposits
Banking Procedures
New products & services
Strategic alliance
Well furnishes branches
Weakness:
Weakness of MCB bank is as follows:
Opportunities:
MCB bank has following opportunities such as:
Develop E-transactions
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Enhance sales of RTC (Rupee traveler cheque)
New products of financing services
Advertisements
Enlarge foreign network of branches
Anti-money laundering techniques
Improvement in Information technology
Threats:
MCB has following threats:
14. Conclusion
As well as my opinion is concerned, and after doing a whole analysis about MCB’s all
sections, I conclude that no doubt bank is trying to give its best effort to develop the
organization as a whole but consumer banking should expand its opportunities, customers
want to be comfortable by the products and services provided by bank, that will give
huge profit to bank. Customers are facing main problem to pay the high markup rate on
credit card, running finances, demand finances and other loans. MCB should introduce a
new policy in which they offer suitable rates to customers as well as adopt discount
policy. Bank should provide relieve to customers in buying any product or service like
CDR, TDR, pay order, DD, online transfer etc. As per bank’s policy MCB staff should
free the customers in 4-6 minutes. So, they should work more efficiently. MCB should
make a new strategy to overcome its weaknesses.
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15. Recommendations for
Improvements
Proficiency:
Bank should be proficient in his working. If, it conducts mistakes in handling customers,
it should apologies for it to keep & build good relations with customers.
Entertainment:
Regional manager & ROM should arrange the parties and get together of their regions to
gather the staff for providing entertainment or to discuss their problems on Branch level
with each other. Because of this reason, they met each other and build good relations with
one another.
One-window policy:
One window system should be implemented in all branches but due to some reasons,
there are only few branches in which this policy is introduced. This policy should be
implemented on all branches to give comfort to the customers and reduce problems of
them.
Reward system:
Reward system introduced by MCB bank. But in many branches, this system is not
implemented. It should be executed in all branches as necessary to satisfy the employees
and motivate them to work efficiently.
Training programs:
Bank introduced test & training sessions earlier. Staff of bank is not interested in taking
part in it, MCB staff should take participate in those training programs to enhance their
skills, knowledge & learning.
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MCB bank should make creative advertising on media in launching a new product or
service to attracting new customers to convince them to buy that particular product.
16. References
For preparing this Report, I collect information from different sources such as:
Broachers
MCB’s website http://www.mcb.com.pk
Staff members
Manager and supervisors
17. Annexes
https://www.mcb.com.pk/
https://www.scribd.com
https://en.wikipedia.org/wiki/MCB_Bank_Limited
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