Internship report on Consumer Banking of United Commercial Bank
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Transcript of Internship report on Consumer Banking of United Commercial Bank
Commercial banking is a division of a bank that most directly faces customers and their various banking needs. When we need to deposit a
cheque, withdraw some cash, open a new account, or register for a credit card, we’re using the commercial services of a bank.
Reasons?
Extremely accessible Close proximity to an ATM or bank location
We might also hear commercial banking referred to as consumer banking, personal banking or retail banking.
Syeda Nafisa Noor (Id- 1020629)
Presenting
TRAINING & DEVELOPMENT IN CONSUMER BANKING OF UNITED COMMERCIAL BANK LIMITED (UCBL)
United Commercial Bank Limited
• One of the oldest private banks in Bangladesh• Started its operations from mid-1983• Establish one of the largest networks of 139 branches in 7 different
divisions
Organizational Structure of UCB
Credit Card
Personal Loan
United Commercial Bank Product Stream
SME
Consumer Banking Wholesale Banking Financial Markets
Disclosure of UCB Business Conference
2009 2010 2011 2012 2013
-100
0
100
200
300
400
500
600
700
800
312.52
473.31
597.29 576.22
712.63
38.80% 51.66% 23.46% 17.80% 9.25%
98 107 115 130 139
Operating Profit (cr)Op Rating Profit growthDeposit growthLoans & Advances GrowthTotal Branches
Tasks done by me at UCBL (Resource Person Evaluation)
Tasks done by me at UCBL (Individual Training Database & Portfolio)
Tasks done by me at UCBL (UCB Training & Evaluation Feedback and Monthly Knowledge
Session Database )
Human Resource Division of UCBL
Believes-• Efficient human resource is the key
to success• Timely qualitative contribution of
the human resource can increase the competitive performance • “Learning culture” which leads to
high employee productivity, high customer satisfaction
Put emphasis on-• Improvement of the HR through
training & development• Recruit the high caliber youth who
are energetic, risk taker along with outgoing & friendly• Selects candidates with good
educational background
Development Plan of UCBL for current Year
• Managerial Competence Development• Creating a pool of readily available & adequate replacements• Leadership Development• Risk Management awareness• Improving basic computer skill• Qualitative & Quantitative
development plan for all• Foundation Training Course for all
new joiners
• Internal resources as trainers• Customer service, health, safety &
environment, soft skill etc.• Job rotation & cross functional
training• Learning dissemination session in all
branches & divisions• More outreach in-house programs
Training & Development
Training• Refers to improvement in
required skills and knowledge of the employees in short run. • Example: Training given to
improve skills in order to improve skills for making outbound calls
Development• Refers to improvement in
required skills and knowledge of the employees in long run. • Example: Training given to
develop an employee and make him an International Graduate
Employee Growth Rate
2009 2010 2011 2012 20130
500
1000
1500
2000
2500
3000
3500
4000
2160
27302903
3374 3445Employee growth rates in last five years
Employee growth rates in last five years
Reasons for Employee Training & Development in Consumer Banking
• When a performance appraisal indicates performance is not up to the mark then there is a need for training. • To identify with the goals • Improve relationship between boss & subordinate. • To prepare guidelines for different types of work.• Provides information for future needs in all areas of the organization• Helps individuals in making better decisions effectively increasing the
problem solving abilities.• To eliminates fear in attempting new works.
Level & Form of Training in UCBL
Level
• Top-level (Directors & Managing Directors)• Mid-level (Executives)
Form
• Internal Training• External Training
Training as a Process in Consumer Banking of UCBL
Pre-Training
• Conducting Needs Assessment
• Ensuring Employee's Readiness for Training
Training• On-the job training• Off-the job
training
Post-Training
• Identification of Training Outcomes
• Cost Benefit Analysis
Training & its Instructions design in UCBL
•English communication•Computer skills•Company rules & procedures •Time management•Basic accounting•Personal management•Stress management•Written for professionals•Leadership
•Decision making process •Problem solving process •Office management•Major investment decision criteria•Service quality•Interpersonal communication•Team work & Common goal •Job related technical training
Responses on Classroom Training
Interested51%
Neutral 24%
Not Interested21%
No Response4%
Employee Development Methods in United Commercial Bank
MentoringLecture CoursesSeminars
Assistant to
positions
Job Rotation
Effective Time Management for Reducing Stress & Improving Productivity
Plan each day Tasks Prioritize
Say no to essential tasks Delegate
Take time to do quality job
Break Large, time consuming tasks into smaller tasks
Practice the 10 minutes rule
Evaluate the spending time
Limit distractions
Plenty of sleep, healthy diet & regular exercise
Take a time management course
Take a break when needed
Expanses on Employment
2012 20130
500
1000
1500
2000
2500
3000
3500
2902.15
2374.13
9.89 19.76
Salaries & Allowances Training & HR Development
Conflicts
• Management resisting release of staff for training due to day-to-day work demands.• Short-term needs of performance management vs. long-term outlook
of HR.• HR have no line authority over trainees therefore cannot control
training take-up.• Training is rarely well followed-through once delegates are back in
jobs, despite HR efforts to achieve this via managers.• HR budgets are often cut if profits come under pressure.
Advantages of Training & Development
• Increased job satisfaction & morale among employees• Increased employee motivation• Increased efficiencies in processes, resulting in financial gain• Increased capacity to adopt new technologies and methods• Increased innovation in strategies and products• Reduced employee turnover• Enhanced company image• Risk management, training about sexual harassment, diversity training
Recommendations
• Amount of salary needs to be increased• Strong agreement for trained employees• Maintain proper succession plan• Transparent recruitment & selection for training• Expert dealing with the less number of policies• Contractual recruitment should rethink to reduce employee turnover