Acknowledgement

All praises to almighty Allah who gave me the courage and tolerance for completion of this
Internship report.

Secondly, I am grateful to my prestigious institute SZABIST that made this learning

opportunity a part of our education. Especially to our EDC department which helped me in
finding such an excellent place for internship and for providing me a lifetime opportunity to
work with MCB Bank Limited.

I wish to acknowledge my thankfulness to my all other inspiring teachers for their endless
support and encouragement that enables me to gain knowledge of the organization.

I am also very thankful to MCB Bank Limited Ltd (ANAJ MANDI BRANCH -0084) the
Branch Manager (Mr. Altaf Shaikh), Operation Manager ( Mr. Mansoor Ali Memon) and all
other staff who gave me opportunity to work with experienced persons in their organization.

SANA LUND BALOCH

Reg: # 1211182

Executive Summary
Internship Report 2014 (Anaj Mandi Branch-0084) Page
 This report is based on internship at MCB bank limited, Anaj Mandi Branch (0084). It is a
famous and reputed bank of Pakistan. It played a very crucial role in banking sector in
Pakistan.

As, Internship is a vital part of BBA program. This report is a result of Six week performance
in the form of internship at Anaj Mandi Branch (0084). Experience was full of knowledge
regarding various facets of banking sector. This report consists of practical experience, which
I have achieved during internship program.

This report is based on the activities which are performed in this bank. It contains overview
of organization, organizational structure, and organizational hierarchy and about the
introduction of different departments of the organization in which I had interned.

In next step, I portrayed the plan of my internship program and then introduce the branch
where I did my internship. This report also contains observation on organizational structure
and my personal experience.

In the last, the SWOT analysis, final Recommendations & Suggestions are given to overcome
faults & troubles that are being faced by MCB bank LTD.

Introduction to the organization

MCB Bank Limited formerly known as MCB Bank Limited MCB Bank is not an overnight
success story. It was incorporated by the Adamjee Group on July 9, 1947, under the Indian

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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.

Nationalization:

In January 1974, the Government of Pakistan nationalized MCB following the Banks
(Nationalization) Act 1974. MCB was neither the only bank which was nationalized solely as
neither it nor any other bank being merged with it due to its consistent and firm policies and its
sound position.

Privatization:

A wave of economic reforms swept Pakistan in the lattes introducing the Need for privatization
of state owned banks and companies. 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.Nishat
Group is one of the leading and most diversified business groups in Pakistan. The group has
strong presence in the most important business sectors of the country such as banking, textile,
cement and insurance.

Mian Mohammad Mansha is the Chairman of the group (and also MCB) and has played
instrumental role in its success. In recognition of Mr. Manshas contribution, the Government of
Pakistan has conferred him with "Sitara-e-Imtiaz", one of the most prestigious civil awards of
the country.

Progress since Privatization:

The new professionally capable & experienced management team brought about qualitative
changes in all spheres of management to reinvigorate the bank for meeting the challenges
posed by pressure generated by free market forces. MCB is conscious of the serious economic
challenges Pakistan is facing & its marketing thrust has been directed at improving & enlarging
its trade finance service capabilities. The resultant sizable increase in the banks share of
foreign trade business of both national & multi-national corporations, have been very

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encouraging. Besides this commendable success, the bank has also pioneered marketing of a
much wider variety of saving & investment products, & has also set-up investment banking &
portfolio management services. The aim of these efforts is to speed up mobilization of savings
for changing them into ever expanding needs of a de-regulated economy.

Training & Development:

The bank has a highly developed training system, which includes three large staff training
colleges at Karachi, Lahore & Islamabad providing internal training at all levels of the Bank in
order to continually improve efficiency, banking skills & quality customer service. The Bank
nominates staff for external courses as well as overseas courses.

In 2001, a total of 107 courses were conducted covering a wide variety of topics related to
banking & customer service. An aggregate of 2274 staff members participated in training
programs conducted by staff colleges. Additionally, 350 officers & executive took part in 96
training courses & seminars conducted by professionals institutions, such as Lahore University
of Management Science, the institute Vision Statement:
of Bankers Pakistan Institute of Management,
Management
To be theAssociation of Pakistan
leading financial etc.provider, partnering with our customers for a more
service
prosperous and secure future

Mission Statement:
We are a team of committed professionals, providing innovative and efficient financial
solution to create and nurture long-term relationships with our customers. In doing so, we
ensure that our shareholders can invest with confidence in us

Vision & Mission Statement

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 Core Values of MCB

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
Innovation:

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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
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
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
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

Organizational Hierarchy of MCB

President

Senior Executive Vice President

Executive Vice President I

Executive Vice President II

Senior Vice President

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 Vice President

First Vice President

Assistant Vice President

Officer
Officer
Grade
Grade
I II Officer Grade III Officer Grade IV

Cashier

Assistant

Peon

Departments
Following are the different departments at MCB:
Account Opening Department
Bills Remittance Department
Cash Department
Clearing Department
Credit Department
Government Department
HR Department

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Deposit Department:
It is state that deposits are the blood of banks due to entire body of financial institutions to get
work. The reason is that the main function of the banks is that they activate the money in the
economy. Deposits as the banks get them by borrowing are the liability of the bank and the
profit of the bank is measured by the difference between banks borrow and lend the money. The
money is borrowed from them who have access capital.
The following types of ledgers are concerned with deposit department:

Profit and Loss Sharing Ledgers

Fixed Deposit Register
Cash Book
Daily Profit and Loss Summary Book

Account Opening Department:

This department is related to open new accounts of the customers and infect opening of an
account is the establishment of the relationship between the bank and customer. By opening an
account at a bank a person becomes a customer of the bank.Opening of an account is of
essential for a bank, great care should be taken in this matter. MCB has precise the system and
method for opening on account which are severely abided by all its branches. However, there
are two majors accounts in the bank; the first one is profit bearing which includes the following
types of accounts opened at the MCB;

Profit and loss saving account

MCB gold account
365 gold account
Khushali bachat account
Term deposit reciepts(TDR)

Whereas, when it comes to the second non-profit bearing type of account opening includes:

Current account
Asaan account
Freedom account
Basic banking account(BBA)
Business account
Simply, the purpose is to run the business smoothly.

Cash Department:
The most important section in the bank is Cash Department. The reason is that it performs the
following three main functions: Bank payments & receipts; Payments against cheques are the

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bank payments and bank receipts include cash deposits made by account holders. Government
receipts & payments; Government receipts means collection of income tax, property tax, sales
tax and traffic challans are the Government receipts and Government payments are the salary
payments to Government employees and Pension payments. Collection of utility bills; Utility
bills include electricity, gas and water bills. It also includes Ptcl bills.

Clearing Department:
It is the place where both the debtors and creditors are different commercial banks and they
settle their claims. Clearing is the transfer of funds from one branch of bank to the other branch
of the same bank or the other bank on which the instrument is drawn, without involving the cash
through state banks clearing house.
All commercial banks are the members of the bankers clearing house which make easy the
settling of daily balances due between member banks arising from the cheques and cash
transactions throughout the country, whether by the general public or individual banks.
Following are types of cheques collected for clearing:

Clearing cheques
Transfer cheques
Collection cheques

There are two types of clearing:

Outward Clearing
Inward Clearing

Credit Department:
The banks lend money by keeping some worthwhile securities, and banks are preferred such
types of securities those are not easily depreciate; they also lend money against promissory note.
The main purpose of the banks is to lend money because it is the main source of profit
generation for the banks. For this purpose State Bank of Pakistan has approved set of laws
named as PRUDENTIAL REGULATIONS, this law is strictly followed by all the banks and
if any bank does not obey this law then it should be punished by penalties under the rule of SBP
PR(S).
Credit Department is associated with other three departments related to financing i.e.

Trade Finance
Corporate Banking

HR Department

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 HR Department provides basic background information about the organization to new
employees. All new employees are provided information about the working environment,
working hours and vacations by HR Department. It may be an informal introduction or a
lengthy formal course. MCB always exhibits a warm and cooperative attitude towards new
employees and welcomes them. It is accountability of HR Department to manage employees
relations and Job changes outside the organization or within the organization i.e. Promotion,
Transfer, and Demotion is also take place under HR Department. Separations like Termination,
Layoff, Resignation and Retirement are also HR functions. It relates to hiring, compensation
firing, and training of the employees.
The functions under HR Department are:
Medical
Disciplinary cases
Staff loan
Leave record of employee
Performance appraisal
Office order
Manpower planning.

Key Operation of the concern

The departments are as under:

General Banking department

Clearing Department
Remittance Department
Accounts Department
Cash Department

Clearing Department:
All the external functions of clearing are carried by NIFT (National Institute of Facilitation
Technology) while the internal operations are performed by clearing department. It is just like
any courier service which takes the cheques of other banks and delivers the cheques of that
branch to it.

Remittance Department:
The need of remittance is commonly felt in commercial life particularly and in everyday life
general. A major function of any banking system is the transfer of funds from one client or one
place to another. By providing this service to the customers the bank earns a lot of income in the

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form of service charges. This department deals with local currency remittance i.e remittance
from one city to another without actually carrying the currency.
MCB uses following instruments for transferring of money:

Demand Drafts
Pay Orders
Mail Transfer
Bankers Cheques

Accounts Department:
Every transaction which takes place recorded in the computer so all transaction in different
departments is forwarded to account department.

Since all vouchers from different departments are forwarded to accounts department so this
department tallies all such transactions with current department after maintaining the ledger of
each department.
Following are the different functions performed by this department:

Preparation of financial statement for different time span.

Maintain all accounts of different departments.
Calculation of profit on different schemes.
Calculation of markup on different advances.
Preparation of different types of reports for State Bank.
Daily position of cash & every account.

As software is used therefore all these tasks have become quite simple just it requires posting
and all takes can be performed by giving computer commands.

Cash Department:
In cash department both deposits and withdrawals go side by side. This department works under
the accounts department and deals with cash deposits and payments. This department maintains
the following sheets, books, ledger of account:

Cash received voucher sheet.

Cash paid voucher sheet.
Paying-in-slip.
Cheque Book.
Cash balance book.

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 Organization Culture

MCB has an organizational culture conductive for growth and confidence.

Trust:
We are the trustees of public funds and serve with integrity & commitment. Ethical behavior
is of critical important to us.
We adopt full compliance with internal and external policies and procedures, operating
within the legal framework.

Customer Focus:
We continuously seek to exceed our customer's expectations, forging and maintaining long
term relationships.

Innovation:
We strive to be the market leaders in innovative products and services offering customized
financial solutions with flawless execution.

Achievement:
Our people are our most valuable asset. Weare committed to a result oriented culture. Our
goals are clear and merit is the only criterion for reward.

Social Responsibility:
As responsible citizens we contribute to the social welfare of the community we live in.

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 Purpose of Internship

Internship is the capstone experience that provides me with hands on real world experience in a
work setting. The primary objective/purpose of doing this internship was to meet the
requirement of the course for completion of my BBA degree at SZABIST University. Apart
from the requirement of university, internship enables me to:

Increase my knowledge and skills from the theoretical life and study of class room.
It helps to learn experience of work place.
Enables internee to how to deal with different cultural people.
Take steps to gain that competence under educational supervision.

Reason of choice:
These are the reasons:

Internship adds value to my study and practical experience.

I learn how to behave and face with boss/manager.
I can generally adjust my timing to suit myself.
Learn how to deal with a variety of situation.

Personal Objective:

My objective of doing my internship was that before completion of BBA program I have to gain
some experience about the practical work at banks, and want to know that how the banks are
working in our society, their rules regulation, and policies and all the way of working. As I am

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going to do majors in finance so I thought that the doing internship at bank will be more suitable
for me. Moreover, I choose MCB bank because it is one of the most reputable commercial bank
in Pakistan.

I select MCB to:

To gain a life time experience by working as an intern and achieving knowledge.

To explore the basic banking system and basically to find out the values of the current
banking system.

To recognize the problems (if any), finding out the possible solution to eliminate the
problems.
Product & services
1.1 MCB Corporate Financing
MCB Corporate Financing provides access to diversified financing options, including
working capital loans, term loans, trade finance services and investment banking.

Working Capital Loans

Term Loans
Trade Finance Services
Cash Management
Transaction Banking Division

1.2MCB Retail Banking

1.2.1 Deposit Accounts
Current Account
Asan account
Savings Account
Foreign Currency Account
Saving 365 Gold
Special Term Deposits
Business Accounts
Saving Xtra Account
Current Life Account
MahanaKhushaliBachat

1.2.2 MCB Bancassurance

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Combining the best of banking and insurance solutions, MCB Bancassurance has created
aone-stop shop for all your financial and insurance needs. Whether you want to save for
yourchilds education or marriage, for the security of dignity after retirement or
gainingmaximum return on savings, MCB Bancassurance has a plan just for you.

FlexiLife
LifePartner
EduCare
DreamWedding
CapitalSure
RetireEasy
IncomeMax
FutureAssure
ProtectionPlan

1.2.3 MCBs Remittance

1.2.4 MCB Loan Products

Car4U
Business Sarmaya
PyaraGhar
Easy Personal Loan
Instant Finance

1.2.5 MCB Rupee Travelers Cheque

1.2.6 MCB Online Services

ATMs
Call Center
Mobile Banking
Bill Payments
Online Banking

1.2.7 MCB Cards

Smart Card
Debit Card

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 Visa Credit Card
Lite Card
Visa prepaid Card

1.3 MCB Investment Banking

Syndicated Loans and Debt Capital Markets
Equity Capital Raising
Advisory Services
Facility Administration
Commercial Banking

1.4 MCB Agriculture Products

MCB has been providing finance to the agriculture sector since 1973. With the help of
ourvastbranch network, specialized staff posted in the branches, multiple and diversified
product range, we cater to the financing requirements of the farming community
spreadthroughout the country and facilitate in achieving increased productivity.

Khushali Scheme
Tractor Finance Scheme
Grower Finance

1.5Virtual Banking
MCB provides the convenience of banking via internet, whether at home, office or on
travel,log on to www.mcb.com.pk and enjoy 24 hour access to all your accounts at MCB for
greatnumber of services such as Funds Transfer, Utility Bill Payments, Mobile Top-ups
andmuch more.

1.6 Privilege Banking

A first from a local bank, MCB Privilege through its dedicated, world class PrivilegeCenters
offers a higher level of personalized services, more rewarding in-branch experiencesand a
wide array of deposit and investment products that are tailored to meet the

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financialexpectations for affluent clientele. As members of MCB Privilege, customers
experienceunparalleled advantages that put them ahead of others. MCBs dedicated Privilege
Centers await to welcome you in Karachi, Lahore, Islamabad and Multan, with plans to
expand tomore locations.

1.7 Other Services

MCB MNET
MCB Salary Club
MCB Lockers
MCB SMS Banking
MCB Full Day Banking

What I have done?

I have done with my 06 weeks Summer Internship program 2016 in MCB Bank Limited
located in Larkana city, (Anaj Mandi Branch (0084). They are facilitating there customer
by given that excellence of services. They provided different services to their customers, to
fully satisfy their customer need.

Starting and Ending date of internship:

Starting date: 22th June, 2016

Ending date: 2th August, 2016

Names of department in which I got training:

Customer service department

Account opening department
Remittance department
Credit department

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 General banking department

Training Program

During the 06 weeks period of my internship program, I have gain experience from different
departments, which I have discussed below in detail:

Customer service department:

This department is for the facility of customers. CSO (Customer service officer) is a person
who is assigned the responsibility and duty to facilitate the customer coming in the bank.
His\her main function is to facilitate the customer,during my internship as a CSO I have
perform the functions, Deposit slips issuing, Online funds transfer slips, Entertain the
balancing inquiry of the customers, maintaining the foreign funds transfer, issuing Demand
drafts, pay orders and bankers cheques etc.

Account opening department:

After that my second training was in Account opening department which is one the basic
functions of any bank, this was my second assignment in branch. Mr. Faheem Ahmed Shaikh
helped me a lot and guided me about all the process and term conditions of accounts opening.
I filed account opening farm to basic information in all aspects. During my internship
program I have opened various accounts of students and individual business person. The
process of opening of account is very simple. Functions of account opening department
include:

Opening of account.
Closing of account.
Issuance of new cheque book.

Types of account:

Current account.
Saving account.

Requirements for account opening: Before opening of new account in bank, the person
who wants to open his account must need the following documents:
CNIC copy of applicant (person who is requesting for account opening)
CNIC card of next to kin.

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 Account opening application.
Valid proof of source of income (like as: Salary slip if applicant is salaried person and
business letter pad proof if applicant is self employed).
Students I.D card (for students account)
2 photographs for the opening of photo account.
Other legal documents if required.

Process of account opening: after having all the requirements of account opening available
with them, the applicant have to go with following process:

1) Application form: The application form contains all the information of the customer in
which include account title, residential status, course of income, contact details, political
status, account type, initial deposit of the customer, customer CNIC data ,next of kin data and
other basic and legal information of applicant.

2) Signature specimen card: Signature specimen card is compulsory for opening of new
account because without getting the signature of applicant the bank cannot open the account.

3) Signature indemnity: When the customer/applicant account signature is different from

his/her CNIC card signature or the applicant is using Thumb for account running, this for is
compulsory to fill.

4) KYC (know your customer)form: This form contains the complete data to the customer
like as: current mailing and residential address of applicant, CNIC number, phone number,
account type etc and the account opening officers remarks and comments.

5) Risk rating form: This form indicates the risk level of the customer account.

Remittance Department:From all the major functions of any bank, remittance is one of
them. During my training in this department I learn about the funds transfer made by the
branch from one account to another account. This department deals with local currency
remittance i.e remittance from one city to another without actually carrying the currency.
MCB uses following instruments for transferring of money:

Demand Drafts
Pay Orders
Mail Transfer
Bankers Cheques

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Credit department: This department is one of the most sensitive and complicated
departments of banking sector, during my internship at MCB Kamber Ali Khan Branch
(0123), Mr. Ameet Kumar was dealing with this department as credit officer (CO) of
branch, under his guidance and cooperative behavior I learned many thing about this
department, the bank was offering normally two types of loans to Rice mill traders and other
small business by charging an interest rate of KIBOR+5% (changeable), they were offering
Cash Finance Loan (C.F) and Running Finance Loan (R.F) to the customers.

General banking department: in general banking department is a department in

which operational manager is work. An operation manager is responsible for managing the
employees work schedule, utilize the substantial resources efficiently managing the everyday
issues and much more.

SWOT Analysis

The SWOT Analysis of the MCB Bank in my view is as follows;

Strengths:

Well skilled and good staff members.

Employees respect and dignity.
Good corporate citizen
MCB has the accounts of big organizations like OGDCL, PTCL,.

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 Due to Pakistan's first privatized bank, MCB has a huge market share and performing
up to the mark in the financial market.
MCB is Successive and Market oriented.
Customer default rate is lower as compared to other banks.
MCB has the largest ATM network in the country.
One of the major strengths of MCB is that it has very stable deposit base.
MCB is largest private bank in Pakistan with around 1134 branches, which cover
almost every part of Pakistan.
MCB investing huge sums on HR development and training.

Meeting the challenges of latest Technology by introducing Smart card remit express,
mobile banking etc.
The bank enjoys competitive advantage over other banks in Pakistan.
The bank enjoys competitive profitability in the industry.
MCB has captured majority of potential customers in Pakistan.
High customer satisfaction.
Strong and its attractive products.
Better focus on customer services and customization.

Weaknesses:

High Employees Turnover.

High charges.

Less attractive rate of return.

Dissatisfied Employees.

Lack of proper trainings.

Less efficiency of SYMBOL System due to dis-connectivity.

Gap between Management and Employees

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 Old Branch Structure.

Old Employee Appraisal System.

Lack in technology as compare to other banks.

Opportunities:

Overseas Operations.

Branches in Rural Areas.

Additional benefits to employees as well as customers.

Launch the more effective and modern banking online system.

Growing Market.

New Products and Schemes.

Increase in Branch Network.

E-Banking.

Threats:

Economic conditions of country.

Social, Cultural, demographic and environmental forces.

Political, Governmental and Legal forces.

Technological forces.

Competitive forces.

Increase in Banking Institutions.

Instability.

Problem Identification

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 During my internship at MCB Anaj Mandi Branch 0084. I have observed that almost
in all branches of MCB bank the problem of shortage of staff is very common. There
are only few employees in all the branches, and lack of use of new technologies the
result is that, few employees have to face all the burden and work load, in result the
branch and customers are facing difficulties.

Staff do not feel free to discuss the issues to managers related to there work that occur

A lot of technical issues were occurring in that branch.

Conclusion
During my 06 weeks internship at MCB Anaj Mandi Branch (0084) with Cooperation of all
branch members, I have been able to learn and experience many new things related to the
banking sector and the banks workings. I am able to handle the public with respect to many
different workings on many different instances and also in account opening for customers
and can handle many other tasks as well.

Finally I concluded that MCB is a good organization for a person for his long term career
workings. Overall working and environment of the bank is very comfortable and the staff is
very helpful and respectful of each other and it still maintains a professional environment.
Management of the bank is very strong.

Employees of MCB Anaj Mandi Branch (0084) work more than their working hours and all
the workings take place in a very friendly atmosphere that does not induce pressure on the
person working there. It also shows their loyalty and commitment to the organization. This

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branch of MCB relatively small and has climbed its way up very quickly and all that only
because of the employees efforts and consideration for each other

Suggestions &Recommendations

Regulatory authority is highly needed concerning the disciplinary matters.

A committee of senior qualified expert staff should be physically present at bank to
receive complains by customers and catch the guilty person red handed.
Shortage of required staff must be overcome.
Security cameras should be technically alright and latest.
Branch must review its strategy whenever any new entrance in market is visible and
whenever any product comes in market as substitute product of the products of MCB.
A check and balance should be imposed on all employees
A handsome amount of fine should be charge to the guilty employees.
Training session should be held at different intervals in a financial year to make
employees more competent and get a competitive edge overall
Rules and regulations should be applied to all employees even to the top management
in any way.
Account opening, loan issuing and some other procedures should be more convenient
and flexible.
Make sure that all employees follow rules and regulations.

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 Any strategy implied for the overall benefit of organization should be accepted by
everyone, no one should have any objection on it.
Appraisal should be fair, transparent, and secured.
Separate information desk must be established in bank to facilitate the customers.
Prompt reply to the queries of the customers.
A separate investigation team should be formed to investigate the market situations
and keep the working be up to date.
New qualified and competent employee must be hired to fill the gap.
All branches of MCB should be online for customer convenience and for best link
among all its branches.
Bank managers should not encourage the influence of customers with huge bank
balance
Higher authority should be free from any influence and pressure by politicians
All branches should deal foreign exchange.
Internal audit should be held and executed fairly.
External audit is of tremendous importance. It should also be held fairly.
Differential products should be introduced by MCB.
Marketing Strategy should be improved.
There should be proper allocation of duties.
Updating of ATM machines as well.
New technologies should be introduced
Manual work should not be done it should be fully computerized work.

Internship Report 2014 (Anaj Mandi Branch-0084) Page

Bibliography
www.mcb.com.pk
Annual Report
Wikipedia Center
Magazines of MCB
Personal interview with Branch manager of MCB Anaj mandi 0084.
Personal interview with operations manager of MCB Anaj Mandi 0084.
Goggle.com
http://www.slideshare.net/MuhammadYasir27/mcb-bank-internship-report-
2013#btnNext
http://www.scribd.com/doc/34802708/Internship-Report-on-MCB-Bank
http://www.slideshare.net/MuhammadYasir27/mcb-bank-internship-report-
2013
http://vustudents.ning.com/group/fini619internshipreportfinance/forum/to
pics/internship-report-muslim-commercial-bank-limited

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