Table of Contents

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

1
 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

2
 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

3
4
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.

5
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.

6
 1. History of Organizational
The history of MCB can be divided into four main Phases:

Development Phase

Nationalization Phase

Privatization Phase

Present Position of MCB

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

7
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.

4. PRESENT POSITION OF MCB

MCB has significant contributions in building & strengthening both corporate and retail
banking sector in Pakistan. MCB Bank Ltd in 2009 delivered a profit before tax of Rs.
23.2 Billion registering a growth of 6% over last year. This growth is directly attributable
to an increase of 14% in CASA deposits, 21% in revenues and a tight control on expense
base enabling to retain position as one of the most profitable banks in the country. In
2009, MCB delivered a superior return on equity of 27.4% and assets crossed the Rs. 500
Billion mark. This performance is all the more remarkable keeping in view the economic
& political challenges faced by the country during this past year and miscreant created
issues that MCB specifically grappled with for a large part of the year. MCB fundamental
belief is that a financial services company can only succeed if it meets its customers’
needs. If they can understand customer’s financial objectives and offer them the right

8
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.

2. Awards & achievement

2017 ICAP / ICMAP 1st – BCR Award2016- Banking sector

Euromoney: Awards Best Investment Bank in Pakistan 2017

2016 Finance Asia Country Awards Best Bank in Pakistan

2016 Pakistan Banking Awards Best Bank for Corporate Finance & Capital Market
Development

2016 ICAP / ICMAP 1st – BCR Award2015- Banking sector

2016 Euromoney: Best Bank in Pakistan

2015 CFA 12th excellence awards most stable bank of the year

2015 ICAP / ICMAP 1st – BCR Award2014- Banking sector

2014 CFA 11th excellence awards best bank of the year 2013- large bank

2014 CFA 11th excellence awards most stable bank of the year

2014 ICAP / ICMAP 1st – BCR Award2013- Banking sector

9
2013 ICAP and ICMAP 2nd Best corporate report Award2012- banking sector

2013 ICAP / ICMAP 1st – BCR Award2012- Banking sector

2012 Euromoney best bank in Pakistan

2012 ICAP and ICMAP 2nd Best corporate report Award2011- banking sector

2011 CFA Association Pakistan most stable bank of the year

2011 CFA Association Pakistan best stable bank of the year

2011 Euromoney best bank in Pakistan ICAP / ICMAP 1st – BCR Award2010- Banking
sector

2010 MMT Award: World’s Best Mobile Money Transfer Bank

2009 Asiamoney: Best Domestic Bank in Pakistan

2009 The Asset: Best Domestic Bank in Pakistan

2008 Euromoney: Best Bank in Asia

2008 Euromoney: Best Bank in Pakistan

2008 Asiamoney: Best Domestic Bank in Pakistan

2006 Asiamoney: Best Domestic Bank in Pakistan

2006 Euromoney: Best Bank in Pakistan

2005 Asiamoney: Best Domestic Bank in Pakistan

2005 Euromoney: Best Bank in Pakistan

2004 Euromoney: Best Bank in Pakistan

2004 Asiamoney: Best Domestic Bank in Pakistan

2003 Euromoney: Best Bank in Pakistan

10
2001 Euromoney: Best Bank in Pakistan

2000 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

iv. Customer Centricity

Our customers are at the heart of everything we do. We thrive on the challenge of
understanding their needs and aspirations, both realized and unrealized. We make every
effort to exceed customer expectations through superior services and solutions.

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.

11
 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.

1) Product Lines and Brand Portfolio:

MCB bank is serving people in many ways. It provides facilities to its customers with
many products to satisfy their needs in well-organized way. A list of its products is given
below:

Current Account Basic Banking Account

Current Life Account Savings Account

Term Deposit MCB Fun Club – Banking for Kids

MCB Online Banking MCB MNET

MCB Cash Management MCB Channel Financing

MCB Home Remittance MCB Motherland Account

MCB Transaction Banking TBD-Online Fund Transfer (OFT)

12
 MCB Local Correspondent Banking MCB Corporate Financing

MCB Equity Capital Raising MCB Advisory Services

MCB Islamic Banking MCB Agri Products

MCB Trade Products MCB Salary Club

MCB Investment Services Short & long term investment

MCB Visa Credit Card MCB Lite

MCB Mobile MCB Internet Banking

MCB SMS Alert Service MCB Car4U

MCB Home Loan MCB Cash4Cash

MCB Lockers MCB Instant Finance

MCB Personal Loan MCB Rupee Travelers Cheque

MCB Gold Plus –The Mobile Enabled

MCB Visa Debit Card
Visa Debit

MCB ATMs MCB Mobile ATM

MCB Bancassurance

2) List of main clients:

Main clients of MCB are as follows:

 Nishat textiles

13
 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

14
 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)

15
  Nadeem Afzal (Head Retail Banking – South)

6) Board of Directors
I. Mian Muhammad Mansha Chairman

II. S.M Muneer Voice Chairman

III. Tariq Rafi Director

IV. Imran Maqbool President / CEO

V. Mian Umer Mansha Director

VI. Iqraa Hassan Mansha Director

VII. Muhammad Ali Zab Director

VIII. Mohd Suhail Anar Suresh Director

IX. Nor Hizam Bin Hashim Director

X. Yahya Saleem Director

7) Auditor & Legal Advisor

Auditor LPMG Hadi & Co. (Chartered Accountant)

Legal Advisor M/S khalid Anwar & Company, 153-k,

Block 2P.E.C.S Karachi

16
 8) Business Strategy & development
committee
Mian Umer Mansha Chairman

Mr.S.M. Muneer Member

Mr. Mohd Suhail Amar suresh Member

President / CEO Member

9) Human Resource & Remuneration

committee
Mian Muhammad Mansha Chairman

Mrs. Iqraa Hassan Mansha Member

President / CEO Member

10) Risk Management & portfolio

review committee
Mr. Muhammad Ali Zab Chairman

Mian Umer Mansha Member

Mr. Mohd Suhail Amar Suresh Member

17
President / CEO Member

11) Committee on physical planning &

contingency arrangements
Mian Umer Mansha Chairman

Mr. S.M. MUneer Member

Mrs. Iqraa Hassan Mansha Member

President / CEO Member

12) IT Committee
President / CEO Member

13) Compliance review & monitoring

committee
Mr. S.M. Muneer Chairman

President / CEO Member

13) Write Off Waiver Committee

Mian Umer Mansha Chairman

Mr. Tariq Rafi Member

18
 5. Organizational Structure
1. Organizational Hierarchy Chart:

19
2. Branch Hierarchy Chart:

3. Comments on the organizational

structure
The Structure of MCB is pretty managed and well controlled. It is divided into divisions
and departments. Each division is liable to achieve its targets so that the organization can
overall achieve its goal.

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.

20
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

6. Plan of My Internship Program

Brief Introduction of Branch:
MCB(Muslim Commercial Bank)

Name of Branch MCB Bank

Branch Code 0214

Address MCB Bank Railway Road

KASUR,KASUR

Phone No

Fax No

Name of Branch Operational Manager Mr.Sarwar

Name of My Supervisor Shahbaz

Number of Employees 6

21
Starting & Ending Dates of Internship
Starting And Ending Dates of my Internship

Starting Dates: 10 July 2018 ending dates: 21 august 2018

th

Name of Duration
Sr. # departments
Starting date Ending date

1. Account 10 July 2018

th
14 July 2018
th

opening

2. Act as a CSO 16 July 2018

th
20 July 2018
th

3. Clearance 221 July 2018

th
26 July 2018
th

department

4. Cheque book 27 July 2018

th
1 August 2018
th

5. Remittance 2 August 2018

th
7 August 2018
th

department

6. Lockers 8 August 2018

th
13 August 2018
th

processing

7. Sales 15 August 2018 20 August 2018

th th

22
 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

Control Assessment Checklist:

Files should be dully filled & signed

Account Opening Forms:

Official signatures are required, KYC report should be attached, and valid CNIC, Verysis
& income proofs should be attached.

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.

ATM issuance Form:

There should be Copies of valid CNIC, Authorized sign should be available, customer’s
sign should be verified, address & phone number should be mentioned on the form.

23
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

2. Cheque book Issuance:

Cheque book issuance Register:
Customer’s name, account no., date and bank officer’s signature should be there

Deletion of Cheque book record:

There should be dates and stamp of deletion after 180 days, if a customer didn’t come to
receive this cheque book.

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.

Cheque returns register:

It should be customer’s sign, official’s signature.

24
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.

Call Deposit receipts:

Customer’s signs, paid dates, verifications and official’s signatures should be maintained
properly

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.

Locker Issuance file:

There should be all records of customers with their locker numbers & forms.

6. Dormant Operations:
 Locker room should be neat and clean
 Chairs and Tables should be available
25
 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

9. Detailed Description of Task

Assigned to Me:
During my internship, they assigned me different tasks to perform which improve my
knowledge and also enhance my skills of performing task with others like a group &
build my confidence too. And I also learnt how practically tasks are done in actual.

1. Account Opening Department:

While working in account Opening Department, I made documentation of customers who
want to open their accounts in MCB bank.

 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.

26
 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:

 Make entry in excel sheet

 Stamping of clearing with the date of one day later
 Stamping of “Payees account credit”
 Make bundle cover in which I state no. of instruments & total number of cheques

While making intercity clearing:

 Make entry in intercity clearing register

 Make stamping
 Attach cheque with bundle cover

4. Cheque book Issuance:

While performing this task:

 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

When a person come to receive its cheque book:

 I detach the request slip at the time of issuance

 Attach it with the daily vouchers
 Receive sign of customer on cheque book issuance register

27
 5. Remittance Department:
While working in remittance department, I made CDR (call deposit receipt) & TDR (term
deposit receipt)

 Firstly, I fill the form according to customer’s requirement

 Get sign of customer and give customer copy to him
 Make entry in register
 Get sign of official

I also get information about:

 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:

 I convince them for VDC by telling them advantages of VDC

 Fill the form of VDC according to customer’s necessities
 Attach valid CNIC copy of customer
 Get signs of officials after proper documentation

10. Techniques of retaining

customers:
 Training of employees to take care of
customers:
Show your customers how important they are, give them respect & care and serve them
with value-able products.

28
  Solve their problems on time:
Handle the customer’s problems & issues, listen them with positive attitude and solve
their troubles with relax mind.

 Keep customers happy:

You can keep them happy in different ways, like call them by their names, greet them,
feel them important & provide incentives.

 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.

 Make all things easy for them:

Any transaction or any dealing, in which customers want to involve bank, make that
particular dealing easy for them, make them convenient, and provide them comfort.

 Be professional but helpful:

Being professional in your work but help them also, always put a smile on your face.
Make memorable interaction with customers

11. Techniques of attracting new

customers:
 Training employees to get new customers
 Providing new products and services
 Maintaining ongoing keep in touch
 Developing database
 Buying capable guidance
 Create an attractive profile
 Developing marketing techniques
 Attractive advertising

29
 By meeting people
 Building relationships
 Enhance face to face communication
 Do not afraid of customers
 Giving them reasons to join you

Ways of handling Different kind of

customer
Normal customers:
These customers do not create problems. But if they are facing problems in some
situations, we should solve their problems.

Ladies Customer:
We handle ladies customers with polite behavior, and provide them a helpful
environment in which they can easily adjust.

High Value customers:

These customers contributes their deposits in bank so if they face problems in different
situation, we should handle them with positive attitudes and offer drinks and tea to them.

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.

Problem creating customers:

These customers create problems in many ways. We can handle them by complete their
requirements as soon as possible.

12. Future Prospects of

Organization
In future MCB is planning to enlarge its MCB Islamic banking Network. Financing
proposals are under process at various stages and likely to be extended in the near future.
To address their future growth they are overseeing a reliable and secure communications
infrastructure with the capacity to their growth. The Bank has carried out an assessment
of its future capital requirements in accordance with Basel III regulations which are being
phased in over subsequent periods, and the existing capital structure comfortably supports
future growth.

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

13. SWOT Analysis of the

Organization
SWOT analysis is an analysis which describes the strengths, weakness, opportunities &
threats of the organization.
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Strengths:
He strengths of MCB bank are as follows:

 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:

 Lack of managerial trainings

 Limited foreign branch network
 Lack of motivation of employees
 Unawareness of products in customer’s mind
 MCB as a private sector
 Shortage of counter services
 Delinquency of time
 Deficient in marketing
 Lack of information technology
 Deliberate process development
 Slow procedure because of totally centralized

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:

 Changing in government rules & regulations

 Low discount rates
 Decline in treasury bills discount rates
 Decrease in customer purchasing power
 Inflation rate
 New foreign banks
 Repayment of tax to exporters

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.

Advertising & promotion:

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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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