Posted at 11.03.2018
MCB was built-in in 1997 and was down the road privatized by the federal government of Pakistan. The Nishat Group bought the major shares of the bank and got the rights to regulate the bank's operations. After the privatization of the bank, MCB has executed different policies to make it among the finest banks of Pakistan; they introduce new products and services and increase its operations by opening new branches in Pakistan. Internship training is necessary for the amount of MBA according to HEC requirement. It's important for me personally to complete an internship session around 6 to 8 8 weeks in virtually any organization. I have chosen the banking sector because it's my priority to get the work in banking sector and it's also highly relevant to my market and specialization.
I did my eight weeks internship at MCB Morgah branch, Rawalpindi. Might work at MCB was truly a fascinating experience. The branch I've chosen for internship is not a very big branch they have only four departments which include customer service department, clearing department, remittance department and cash department. I have work in every the departments but major work in done in first three departments as internee is not allowed to work freely in cash department as per the rule of the lender. This report gives an insight of the departments in which I work. In MCB different types of accounts are opened in line with the needs of customers. During my internship project for MCB I experienced many new things which i had never experienced before being truly a student, this document provided details of my achievements in term of practical implementation and knowledge of working environment in MCB. I have also learnt the task of the photocopier as I am assisting the officers so it's in my duties to do the photocopy as requested. I'd like to highlight this that my experience with MCB was very memorable and filled with learning, where I came across a lot of information. MCB is among the pioneer in introducing the new technology-based banking services. The human resource department of MCB is playing an important role in its growth.
MCB is probably the leading banks of Pakistan who may have deposit base of Rs. 400 Billion and total assets over Rs. 600 Billion. Built-in 1947, MCB soon earned the name of a solid and conservative lender managed by the expatriate executives. In 1974, MCB was nationalized. The Bank has a customer base of around 4 million, a nationwide distribution network of over 1, 150 branches and over 600 ATMs on the market.
MCB Bank Limited that was previously known as Muslim Commercial Bank Limited is no overnight success story. It had been integrated by the Adamjee Group on July 11, 1947 under the Indian Companies Act, VII of 1913 as an exclusive limited company. The bank was established with a view to provide banking facilities to the business enterprise folks of the South Asia. Following the partition of the Indo-Pak subcontinent, the bank moved to Dhaka from where it commenced business in August 1948. In 1956, the lender shifted its registered office to Karachi. Thus, the bank inherits a 60 years legacy of belief of its customers. MCB was the first bank which is privatized in 1991 the lender was purchased by Nishat Group. Nishat Group is one of the leading business groups in Pakistan. http://www. bankalfalah. com/images/man7. jpg
Mian Mohammad Mansha is the Chairman of the group he has played active role in success of MCB. In acknowledgment of Mr. Mansha's contribution, the federal government of Pakistan has awared him with "Sitara-e-Imtiaz", which is one of the most prestigious civil awards of the country.
"To be the leading financial services provider, partnering with our customers for a far more prosperous and secure future"
"We could a team of committed professionals, providing innovative and efficient financial solutions to create and nurture long-term relationships with our customers. In doing so, we ensure our shareholders can invest confidently in us. "
The core values of MCB are as fallows
For successful handling of the branches, MCB has been categorized into three segments with different people handling each category. These categories are:
MCB has seven overseas branches furthermore, the lender has some proposals in mind to open more branches in a few European countries and as well as in Japan & china
2. LEARNING AND EXPERIENCE
Internship training curriculum during Master in Business administration Program is essential for the degree of MBA according to HEC requirement. It really is compulsory for me personally to do internship of about 6 to 8 8 weeks in any organization. I've chosen the banking sector because I want to gain the practical knowledge about the finance and it's in my priority to get the work in bank and it's highly relevant to my area of interest and specialization. I choose MCB because of its prestigious name and reputation. Another solid reason of choosing MCB is the fact that my Uncle is also employed in MCB, therefore i have a reference too.
I did my internship in MCB Morgah, Rawalpindi whose branch code is (1389). This branch is previously known as Al-Shifa Branch because this branch is previously in Al-Shifa Eye Hospital recently it was shifted from the hospital to main Morgah Chowk. This branch is not really a very big branch having only four main departments. That is ONLINE branch but have no ATM is installed onto it. Its main members include Pakistan Oil Field, Fauji Foundation University they have both students' fees bill account and faculty accounts.
2. 2. 2 DEPARTMENTS IN WHICH I WORK
I did internship in the MCB online branch for the time of 2 months. Through the internship, I have worked at different departments, which can be as follows,
Customer Service Department
2. 2. 3 MY JOB DISCRIPTION
My job is to assists the workers of the branch at different positions.
I have not given any separate job and no separate task has been assigned to me.
I helped the staff in the routine matters like filling of different forms, cheque filling, photocopying, opening of a merchant account, stamping on vouchers etc
Bank is a very difficult kind of organization and a very sensitive place to work; confidentiality and trust is essential. That is the reasons due to which many areas remain reach less for internees like cash operations, computer procedures and issues like that.
2. 3 INFORMATION ON TRAINING DEPARTMENT WISE
In this department I got under the supervision of Mr. Mohsin, who's Customer Relational Officer. On this department Mr. Mohsin has taught me how to deal with the clients, how to fill the account opening forms, KYC forms also to check the balance from the SYMBOL software though I am prohibited checking the total amount because of secrecy problems.
The major task performed by me in this department is the fact I have opened the accounts of faculty members of FAUJI FOUNDATION UNIVERSITY by personally visiting the university.
I have learnt about the opening of an account, the documents required for the opening of the account i. e Personal ID card, Next of kin ID card, valid mailing address, Salary slip in case there is salaried person, NTN in case there is business account etc
I attended to learn about the nature of different accounts and come to learn whatever account is suitable for which type of the client like BBA account for salaried persons.
How to communicate with the clients and tell the client about his/her quires and tell the customer about the new products and services offered by the lender.
I have learnt how to check on the total amount from the SYMBOL software though I am prohibited to check the balance in the lack of CRO.
How to write a cheque, fill the deposit slip for the cheque and to fill the proper execution for the ONLINE transfer of fund.
How to see the balance on the telephone after proper verification.
How to reactivate the Dormant Account.
I have learnt about the procedure for the issuance of ATM card. How to maintain the ATM cards in proper order.
In clearing department I worked under the supervision of Mr. Hammad and learned a lot from him I've learnt about the inward and outward clearing.
In clearing the banks exchange cheques and other negotiable instruments drawn on one another within a specific area and this way safe payment because of their customers through the Clearing House at precise time in an well-organized way.
There are basically two parties involved with clearing.
NIFT means National Institutional Facilitation Technologies. It is the facility given by the SBP to a private organization named NIFT. The duties of the NIFT includes, to accumulate the cheques, demand drafts, Pay orders and Travelers Cheques, etc. from all the branches of different banks within city through its carriers and send these to the branches for clearing.
It is a place where cheques are presented, collected from the bank branch. It really is one of the services provided by NIFT to other commercial banks. NIFT acts as a clearinghouse.
There are basically two types of clearing.
In outward clearing when cheque is received two copies of voucher are prepared, one c opy and instruments along with clearing stamp, realization stamp, add list and two vouchers of clearing abstract are delivered to NIFT
In Inward clearing instruments received from NIFT are posted in Computers after checking.
Following will be the Instruments used in clearing department.
Pay in slip.
In inward clearing sometimes cheques aren't passed due for some reasons then cheques are repaid to NIFT along with cheque return memo. Some of these reasons are
Cheque is returned because a while it is incomplete
Cheque is returned if the clearing stamp is required.
One another major reason of cheques return is incompleteness or difference in Drawer's sign from specimen
One reason of returning of cheque is that drawer stop the payment.
Cheques are also returned because of insufficient funds etc.
My learning in clearing department was of following things:
I have learnt about the clearing procedure, types of clearing inward & outward clearing.
I have learnt how to check the cheques.
I have learnt the several reasons of returning of cheques from NIFT.
I have learnt how to prepare the sheets for clearing.
I have learnt how to keep up clearing register.
I also have learnt about the instruments found in clearing.
I attended to learn that the cheques are cleared on the next day.
Once the NIFT department gather the instruments, any instruments received from then on will be cleared after two days.
Remittance is the transfer of resources in one spot to another or in one person to another. It is an important facility provided by the banks to its customers as well concerning its non-customers. Since it is not really a free service it is just a source of income for the lender. In Morgah branch the head of Remittance Department is Mr Hammad.
The following four parties are involved in remittance are
Remittance is classified into following four types
INWARD REMITTANCE: The instruments received for payment
OUTWARD REMITTANCE: Instruments issues to the responding branches.
INLAND REMITTANCE: Those instruments that are issue within the country.
FOREIGN REMITTENCE: Instruments issue from one country to another country.
Demand Draft (DD)
Telegraphic Transfer (TT)
Pay Order (PO)
Call Deposit Receipt (CDR)
Rupees Traveler Cheque (RTC)
I have discovered the next tasks in this department,
My learning includes how to fill the forms of TT, DD, MT etc.
I been employed by during the Holy month of Ramzan. Zakat is deducted in this month so the bank gives the facility of CDR to its loyal customers who don't want to provide zakat. I've also learnt how to make (CDR).
I have learnt about the various instruments found in remittance.
I attended to learn about the various types of remittance.
C:\Documents and Settings\Administrator\My Documents\dollar-pakistan. jpg
The cash department is the most important and confidential department of the lender. In cash department both cash deposits and withdrawals go side by side. In this department I haven't perform any task but I have learnt different thing relating to this department. This department is involved with two activities Cash Deposits and Cash payments. The officers in this department are called tellers and there are two tellers in Morgah branch Mr. Ahsan and Mr. Sabir. The Books maintained in the money department are as fallow
Cash Receipt Book
Cash Payment Book
Cash Balance Book
MY LEARNING IN CASH DEPARTMENT
I havent performed any task in this department but my learning in cash department includes
In this department I come to learn about the Strong Room. Strong room is the room where cash is deposited and stored. The keys of the room are kept by Manager, Operational Manager and the cashier.
MCB has three categories of cash which can be Sorted Cash, Soiled Cash and Unsorted Cash. Sorted cash is issued to the customer, soiled cash is actually destroyed cash which is not issue to customer but sent to state bank for reissuance.
Every Bank has a cash limit which it can store after banking hours like in Morgah branch cash limit is 5 Millions. This sum of money is insured by the state bank.
I have learnt to fill the deposit slip and exactly how to create a cheque for cash withdrawal.
The cheque books are kept in the strong room. Internees aren't allowed to get in this room.
SWOT ANALYSIS OF MCB
Internal analysis of the MCB is the analysis of its strengths and weaknesses. MCB can enjoy Competitor advantage on other by increasing its strength and by making ways of minimize its weakness; Following are the key strengths and weaknesses of MCB.
Strength can be explained as an area where a company is most beneficial at doing something as its competitors do. MCB enjoys the next strengths
MCB was the first privatized bank because of which it includes competitive advantage over other nationalized banks as it is free to make any market oriented strategy without political and government pressure.
MCB is that it's the oldest private bank that has more than 1100 branches with online branches approx 650. It is the third most significant bank in Pakistan.
MCB is a proper traditional bank who has an extended record of over 60 years of experience and profitable operation. In MCB the default rate of the customers are incredibly low than other banks like (The bank of Punjab) etc.
MCB was the first bank who introduced e-banking and its Traveler cheques have been market leader for the past seven years
MCB has handle the challenges of most advanced technology by introducing the merchandise like Virtual banking, Mobile banking etc. MCB has been updated with the market.
MCB have diversification of products and services for each and every kind of customers like Privilege account, Debit card, Visa card, Car financing, Agriculture financing etc
MCB invest large about of money on training and development of employees to be able to make them talented enough to cope up with the upcoming challenges.
MCB gets the competitive advantage on the other banks because of its reputation as Award Winning Bank. MCB win the award of Best Domestic Bank in 2000 and 2001 by euro money.
MCB now make a contract with Cirrus who's a subsidiary of MasterCard. This contract with Cirrus will allow the ATM card holder to use his account even though he is out of the country.
MCB have faster banking services that are which makes it more prominent in the banking industry especially in Operations and Forex. The client prefers this bank not only because of its faster speedy service rather due to reasonable service charges.
MCB not only provides high quality services but it also look for the ease and comfort of the clients, MCB always preferred their customers.
Weakness is thought as an area in a business where in fact the company is not as proficient at doing something as its competitors do. MCB has the following weaknesses
In MCB most of the employees lack administrative training as they are not properly educated. Due to seniority, they have got moved up to the Grade-I, II or III positions having hardly masters degrees. A lot of the senior staffs are computer shy and unable to operate the computers because of which they cannot apply the modern and progressive techniques of management in decision making.
The advertisement campaign of MCB is very weak or you can say you hardly see any advertisement. They need to give attention to this aspect as electronic media make great effect on the clients mind as the latest advertising campaign of HBL where they may have used a very famous character of Mr Bean. MCB should advertise about their products so that customer gets aware about their products.
As recently MCB become Centralized that have positives as well as negative aspects as now for account opening form is delivered to HQ Karachi because which customers have to wait a lot and the account opening procedure become very much tougher that customers want to open their accounts to other banks whose account opening procedure is easier.
Another weakness of MCB is the Favouritism and Nepotism in recruitment or you can say it is the weakness of nearly every organization in Pakistan but also for betterment of MCB they need to recruit the employees on the basis of merit.
The overseas branch network of MCB is bound. It offers only seven overseas branches whereas HBL has twenty overseas branches and NBP has fifteen overseas branches so MCB has to open more branches in order to contend with its competitors.
The employees in MCB are not content with the reward system. Rewards should get following the performance appraisal. Employees of MCB at branch level are not rightly motivated to do their work with full concentration they take the all routine activities as a boring job.
The ATM network of MCB is greatest ATM network in Pakistan but still there are specific areas that don't have the ATM. Most of the branches of MCB are computerized but still there are a few important branches that don't possess computers.
The software utilized by MCB for online purpose is SYMBOL which is great but sometime because of link down or disconnection many customers face problems.
Another main issue which the employees of MCB face is about the work timing. On record the work time is from 9 to 5 but officially they often go home after 7 or even after 8 because which their productivity decreases. There is absolutely no separate time for launch because which the employees health insurance and efficiency decreases.
MCB must monitor its environment constantly to cope up with new developments and changes in the surroundings. An alteration in the external environment may be either an opportunity or threat. In either case the MCB has to properly use it strengths to avail the opportunities and steer clear of or minimize the off-putting ramifications of threats. Following are the key opportunities and threats of MCB.
In MCB context following are the opportunities MCB have
MCB can enhance its Rupee Travellers Cheques (RTCs) sales by searching for new market segments.
MCB can launch new debit card system or can convert the prevailing ATM cards into a total debit card.
Leasing sector in Pakistan is growing rapidly for the last 3 to 4 year gives the bank an chance to go ahead in this field.
MCB can go for the services launch by different banks like HBL ATM bill payment, UBL Omni Dukan, UBL Business Partner, UBL Selah Mila etc
MCB can open new overseas branches to expand its branches and businesses to contend with its competitors.
MCB can finance to small industries and handicrafts industries and can launch far better and new well managed online bank operating system.
MCB may also greatly increase Islamic banking to boost the business enterprise of the lender.
MCB can also go for the student finance service and additionally, it may introduce mobile ATM.
Threat can define as an alteration in external environment which if not met with proper strategies will bring about lack of revenues. Inside the context of MCB's external environment the next potential threats exist
MCB greatest threat is from other private commercial banks with sound success e. g. UBL, Alfalah, and HBL etc.
The threat which every organization including MCB in Pakistan is facing is of the political and monetary instability. Changes in the government policies have badly affected the banking business as the banks have to wait to get permission of state bank.
The war against terrorism has negatively affect Pakistan's economy, which might affect MCB.
Another threat for MCB is from the prosperous foreign banks. MCB have to upgrade its system and should launch new and ground breaking products so contend with its foreign competitors.
Pakistan is an Islamic state where mostly people are Muslims and are abide by the religious laws which don't allow these to use some top features of banks like Interest on deposits so they don't prefer banking culture.
The new product like UBL Selah Mila is a superb threat to MCB because they are giving discounted mark ups to prospects customers who've good credit score and looking to get the customers of MCB.
The decrease in the purchasing power of the clients in the current economic situation affects the banking sector too much and the effect is the low investment from the investors in new projects.
Recommendations are basically pinning out the weaker areas of the organization and develop ways of overcome these weaker areas by giving suggestions. After working as an internee in MCB for the period of two months I am in a position to make the following recommendations for the bank.
The most important area where MCB has to improve is its advertisement. MCB should give proper advertisement of its products extensively to set-up awareness about the products and to capture the top market share.
MCB should decorate the branches as the the majority of the modern banks attract customers with their modern office looks and fresh environment.
MCB should recruit the people on the basis of merit and skills. The HR department of MCB shouldn't recruit the candidates on the basis of Favoritism and Nepotism.
HR department of MCB should give proper training to its employees so that they can cope up with the near future challenges plus they should arrange different workshops for the employees on better communication of staff with customers. In MCB training should discover job rotation to be able to make the employees talented enough to do others work in case of emergency.
MCB should introduce the new, better and transparent reward system since it is vital requirement to be able to reduce the problems regarding employee retention and employee motivation.
MCB should announce the proper time for Launch Break, so the employees do their work more efficiently.
The staff should get some kind of decision making authority that allows the employee's involvement and boosts employees trust and confidence.
MCB also needs to introduce new and innovative products so as to compete with its competitors.
ATM machine must be maintained accurately to make it far more convenient for the customers and to decrease the work load of the employees especially in the salary days.
MCB should solve the issues about the link down and disconnection of SYMBOL software in order to provides more convenience to customers. The employees of MCB need more computer training.
MCB is using the SYMBOL software which is very efficient. The computerized branches have increased the performance of the bank. The bank provides a favorable environment for career growth. The bank gives too low interest on deposits because which customers are shifting to other banks. Recently MCB bank has implemented the centralized system which decreases the efficiency because of delay in work and low employee involvement. The procedure for the accounts opening is too lengthy as now forms are sent to Karachi Head office for approval. The large branch network, ATM installation and diversified products provide the bank a competitive advantage. The primary focus of the bank is their customers and they are providing the clients different diversified products with minimum service charges.
Finally I figured MCB is the very good organization for the long carrier working. The branch officers are incredibly efficient, skillful, loyal and competent. The officers of my branch are very hard working usually they work more than their working hours which show their loyalty and commitment towards MCB. I found myself very lucky to utilize one of the prestigious bank and also to have the practical understanding of MCB and its present scenario. It was an extremely challenging and informative experience. I came to know about the working of the banking sector and whatever I have learned was very enlightening. I come to learn many things like opening of an account, closing of a merchant account, how to active the dormant account, about the clearance and remittance procedure etc. I came to know the actual working of bank and whatever I studied in the university was a great help and I was able to apply my theoretical knowledge by implementing it during the internship.