LETTER OF TRANSMITTAL

Date: 25.04.2018

To

Samsul Islam, PhD

North South University.

Subject: Submission of Internship Report on Sonali Bank Limited

Dear Sir,

It was a privilege and great pleasure for me to submit my internship report on Sonali Bank Limited

that has been prepared as an essential part of my degree requirement. As you know, I had

completed my internship in the Gulshan Branch Dhaka of Sonali Bank Limited on which I got the

chance to prepare my internship report. While preparing this report I went through the broad

literature assessment and discussed with high bank officials. Surely ahead of any doubt it improves

my understanding and also builds up my learning skill.

I hope to meet your expectation from this report. I would be obliged to receive your propositions

and remarks regarding this.

Sincerely Yours,

Mohammad Mohaiminul Rashid

133 0154 630

Major in Marketing
 ACKNOWLEDGMENT

In the first place, I recollect Almighty Allah for helping me to effectively set up this report. I am

appreciative to the Sonali Bank Limited specialist that has helped me by giving effective favored

data from their entry. I should need to put my heart rendering admiration and thankfulness for the

thought and collaboration which is given to finish my undertaking work allotted report. I express

my significant because of Mr. Dr. Samsul Islam, instructor at division of Management, North

South University for being a helpful and exceptionally pleasing consultant and giving me fitting

heading in completing my Internship Report, as a piece of the mandatory essential for the Bachelor

of Business Administration Undergraduate Program. I healthily thank every one of the authorities

of and my companions who straightforwardly or in a roundabout way gave me their help in such

manner. Finally, I would like to give humble thanks to all of my family members who gave me

physical, psychological and economical supports to complete my BBA Program.

Entry level position program helps to accomplish reasonable comprehension alongside academic

comprehension. The investigation isn't finished without practical points of interest, and it perceives

the bona fide circumstance of the examination. I have gotten learning of General Banking, outside

trade and credit office by getting chance as an understudy in Sonali Bank Gulshan Branch. This

report contains my temporary job involvement of three months at Sonali Bank Limited (SBL),

Gulshan Branch Dhaka. I have worked there for over two months as an essential of temporary

position some portion of BBA program under the Department of School of Business and financial

aspects of North South University.

Sonali Bank began its voyage in 1972 with a strong responsibility of the financial and social

advancement of Bangladesh, and It is the largest bank of the country. Entry level position program

helps to accomplish reasonable comprehension alongside academic comprehension. The

investigation isn't finished without practical points of interest, and it perceives the bona fide

circumstance of the examination. I have gotten learning of General Banking, outside trade and

credit office by getting chance as an understudy in Sonali Bank.

1. INTRODUCTION ..................................................................................................................................... 1
2. ORGANIZATIONAL OVERVIEW .............................................................................................................. 2
2.1 Background of the bank: ..................................................................................................................... 2
2.2 Mission of the Bank: ........................................................................................................................... 3
2.3 Vision of the Bank: .............................................................................................................................. 3
2.4 Slogan of the Bank: ............................................................................................................................. 3
2.5 Objectives of the Bank: ....................................................................................................................... 4
2.6 Products & Services of the Bank: ........................................................................................................ 4
2.7 Values of the Bank: ............................................................................................................................. 5
2.8 Core Values of the Bank: ..................................................................................................................... 5
2.9 Management Structure in Gulshan Branch: ....................................................................................... 6
3. DEPARTMENTAL OVERVIEW and CO-WORKER’S OVERVIEW ............................................................... 7
3.1 Department of the Branch: ................................................................................................................. 7
3.1.1 Account Opening Section: ............................................................................................................ 8
3.1.2 Cash Section:. ............................................................................................................................... 8
3.1.3 Deposit Section:. .......................................................................................................................... 8
3.1.4 Remittance Section: ..................................................................................................................... 8
3.1.5 Account Section: .......................................................................................................................... 8
3.1.6 Loan Section: ................................................................................................................................ 9
4. MY INTERNSHIP ASSIGNMENT AND CONTRIBUTION TO THE BANK..................................................... 9
4.1 My internship assignment and contribution has mentioned bellow: ................................................ 9
5. LESSON LEARNED FROM INTERNSHIP................................................................................................. 10
5.1 Technical Skills: ................................................................................................................................. 11
5.2 Analytical Skills: ................................................................................................................................. 11
5.3 Managing People: ............................................................................................................................. 12
5.4 Personal Development:..................................................................................................................... 12
6. MY INTERACTION WITH MY SUPERVISOR AND CO-WORKERS ........................................................... 13
7. DEALING WITH DIFFICULTIES .............................................................................................................. 14
8. EXPERIENCE & EXPECTATIONS ............................................................................................................... 15
9. INFLUENCE OF INTERNSHIP ON CAREER PLANS ..................................................................................... 16
10. REDOINNG INTERNSHIP ........................................................................................................................ 17
11. RECOMMENDATION ............................................................................................................................. 17
12. CONCLUSION ......................................................................................................................................... 18
13. REFERENCES .......................................................................................................................................... 20
14. APPENDIX .............................................................................................................................................. 21
 1. INTRODUCTION

Sonali Bank Limited is constantly prepared to keep up the most amazing quality administrations

by redesigning saving money innovation judiciousness in oversee and applying exclusive

expectation business morals through its set up responsibility and legacy. Goals of a Government

Bank like SBL are to augment benefit through ideal usage of assets by giving best client's

administration. Bank provides various sorts of facilities to its customer. Different studies showed

that when developed nation’s economy was falling down from mid of 2008 and stock markets

crashed worldwide, but Bangladesh is still continuing its stable GDP growth and the economy is

in a good situation. It becomes possible because of huge remittance inflow in Bangladesh. Sonali

Bank Limited turned into one of the largest and key players of Bangladesh into remittance sector.

In present, SBL is dealing with more than 15 foreign banks and exchanges (Known as Money

Transfer Organizations) by which a remitter can send money in possible fastest time.

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 2. ORGANIZATIONAL OVERVIEW

2.1 Background of the bank:

Sonali Bank Limited is a state-owned leading commercial bank in Bangladesh. It is the largest

bank of the country. It was established under Bangladesh Bank Order 1972. After the birth of

Bangladesh on 16th December 1971, newly formed Sonali Bank for mass banking got special

facilities from the government to work on behalf of Bangladesh Bank in those areas where

Bangladesh Bank is not available. With the increase of commercial and by virtue of performance

within a few years, it becomes the largest commercial bank of the country.

Soon after independence of the country Sonali Bank Limited emerged as the largest and leading

Nationalized Commercial Bank by proclamation of the Banks' Nationalization Order 1972

liquidating the then National Bank of Pakistan, Premier Bank and Bank of Bahawalpur. As a fully

state owned institution, the bank had been discharging its nation-building responsibilities by

undertaking government entrusted different socio-economic schemes as well as money market

activities of its own volition, covering all spheres of the economy.

The bank has been converted to a Public Limited Company with 100% ownership of the

government and started functioning as Sonali Bank Limited from November 15, 2007 taking over

all assets, liabilities and business of Sonali Bank. After corporatization, the management of the

Bank has been given required autonomy to make the bank competitive and to run its business

effectively.

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2.2 Mission of the Bank:

Dedicated to extend a whole range of quality products that support divergent needs of people

aiming at enriching their lives, creating value for the stakeholders and contributing towards socio-

economic development of the country.

Apart from there are some missions of SBL as follows:

 Transformation into a service-oriented technology-driven profit earning bank.

 Ensure fast, accurate and best-in-class customer service.

 Balanced and suitable growth strategy.

 Introducing innovative banking products.

 Attract and retain high quality human resource.

 Empowering real poor families and create local income opportunities.

 Providing support for social benefit organizations-by way of mobilizing funds and social

services

2.3 Vision of the Bank:

 Socially committed leading banking institution with global presence.

2.4 Slogan of the Bank:

 Your trusted partner in innovative banking.

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2.5 Objectives of the Bank:

 To provide quick and superior service. By applying modern Information technology.

 By improving congenial relationship between the bank and the customers, we want to come

closer to play a vital role in national development.

 By investing the liquidity of our valued shareholder’s income generating projects and give

them maximum dividends.

 In this competitive market, the bank is to provide new innovation banking services to its

valued customers and build up their own image.

 To ensure the improvement of professional quality of man power by increasing the work

efficiency and technological knowledge.

 To its own position by creative banking service in competitive market.

2.6 Products & Services of the Bank:

 Corporate Banking

 Project Finance

 SME Finance

 Consumer Credit

 International Trade

 Trade Finance

 Loan Syndication

 Foreign Exchange Dealing

 Rural and Micro credit

 NGO-Linkage Loan

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  Investment

 Government Treasury Function

 Money Market Operation

 Capital Market Operation

 Remittance

2.7 Values of the Bank:

 We place our customer first.

 We highlight on professional ethics.

 We maintain excellence at all levels.

 We trust in being a responsible corporation citizen.

 We say what we have faith in

2.8 Core Values of the Bank:

 Honesty

 Transparency

 Efficiency

 Accountability

 Reliability

 Flexibility

 Security

 Technology

 Innovation

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2.9 Management Structure in Gulshan Branch:

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 3. DEPARTMENTAL OVERVIEW and CO-WORKER’S OVERVIEW

3.1 Department of the Branch:

General Banking department is mostly expected to maximize the number of customers. It is the

introductory department of the Bank to its customers. While doing my internship I have found

Sonali bank, Gulshan branch has all the required sections of General Banking such as:

 Accounts Opening Section

 Cash Section

 Deposit Section

 Remittance Section

 Accounts Section

 Loan Section

 Foreign Exchange Section

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3.1.1 Account Opening Section: Account Opening is the gateway for clients to enter into

transaction with the bank. It is the foundation of banker-customer relationship. A customer can

open different types of accounts through this department. Such as- current account, savings

account, FDR.

3.1.2 Cash Section: Sonali Bank as a budgetary foundation, acknowledge surplus cash from the

general population as store and give them chance to pulled back the same with check or by some

other instrument. Among the saving money exercises, money division assumes a crucial part. It

does the principle capacity of a business bank. Accepting the store and paying the money on

request.

3.1.3 Deposit Section: Deposit is the backbone of the bank. From the history of the bank, we

realize that deposit accumulation is the principle capacity of a bank. The officer of the Sonali

bank keeps up account number of the considerable number of clients of the bank. They utilize

diverse code number for various record. The officer makes position three kinds of exchanges, for

example, money, clearing and exchange area.

3.1.4 Remittance Section: The system of transmitting or sending money from one branch to

another branch of the same bank or from one bank to another bank within a country or outside

the country is known as remittance. It is one of the important functional areas of Sonali bank

Gulshan branch. During my internship program I have gathered practical experience about how

money is remitted from one branch to another branch of a bank or from one bank to another

bank. Remittance can be of two types, A) local Remittance B) Foreign Remittance. Pay order

and demand draft are the types of local remittance.

3.1.5 Account Section: While doing my internship, I have seen account section is one of the

major department. The overall activities of account section are as follows:

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  Record all transaction in the cash book.

 Record all transaction in general and subsidiary ledger.

 Prepare necessary statement for reporting purpose.

 Make salary statement and pay salary.

 Pay all expenditures on behalf of the branch.

3.1.6 Loan Section: For any commercial bank like Sonali bank, loan is an important sections. To

service in the market banks have deal with the deposited money. They have to use the deposit

efficiently in profitable sector. So dealing with the loan is very crucial for the bank. During my

internship I have seen Sonali bank provide various types of loan like,

o Cash Credit

o Mid- term loan

o Demand loan

o Small loan

o Industrial loan

o Staff loan.

o Home loan

4. MY INTERNSHIP ASSIGNMENT AND CONTRIBUTION TO THE BANK

4.1 My internship assignment and contribution has mentioned bellow:

1. From the first day, I was properly instructed to open up a FDR account by updating
previously opened FDR accounts and by learning necessary instructions.

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 2. Collect necessary information for filling up account opening form such as Clients personal
and monetary details, FDR period, type of saving, possible future transactions, nominee
details and other information.

3. Check the necessary document required for opening FDR, verified sign, image and other
details.

4. I had learnt to creating customer ID, liquidation account.

5. Filling up missing information of the accounts and update as per client’s documentation.

6. Updated salary register, leverage and uniform register, check book register, outward
clearing register (daily basis) and written inward and outward mail in register, term deposit
receipt, pay order, credit voucher, debit voucher, utility invoice and other regular general
banking activities in account section.

7. Posting Inter Branch Debit Advise based on daily card transactions, did authorization of
pay order.

5. LESSON LEARNED FROM INTERNSHIP

Internship is a great opportunity to learn physically before entering into professional job sector. It

helps to enrich practical job related knowledge and employment skills by gathering real life job

experience. As an intern, I also tried to acquire such kind of banking experience by learning various

working activities in Sonali bank. I had learnt internal banking processes, professionalism,

transactional activities and organizational culture as well. In a nutshell, my internship experiences

cover various professional aspects which will enhance my personal skills and my professional

mind set as well.

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5.1 Technical Skills:

Technical skill is vital for working efficiency and effectiveness. Throughout my internship I have

learnt to input in Microsoft excel for upgrading salary disbursement, profit/loss statement and other

official check list which is beneficial for me. Although I was so familiar with Microsoft word,

emailing and documentation, I have learnt various professional ways to communicate through

emailing, documentation, corporate letters and so on. The most important technical skills that I

have learnt is to use Temenos software which used in Sonali Bank to track all necessary operations

of the bank including checking transactions, authorization of accounts, setting up transaction

profile, checking validity of accounts, internal monetary activities, bill payment, account

statements and other important daily banking activities. The software ensures proper input and

posting information through several verification and authorization processes by operational level

executives. Working such kind of software is interesting and beneficial for me for future banking

job sectors. It was an amazing experience as working in Temenos by learning step by step

processes and internal affairs of a banking system.

5.2 Analytical Skills:

Analytical skill is necessary for banking job as well. As it’s quite clear when someone enter a bank

essentially for monetary purpose, but from employee perspective, client’s preferences and

activities need to be analyzed for suitable approach. In account section miscellaneous items need

to be serve to meet various client’s demand. Some ask for account information, some wants open

an account, some need to inquiry balance, some need pay order against one’s account, other need

to use locker, internal expenses need to record, and so on. Among these activities, facilitating

proper service was a challenging task. From my experience I got some ideas about client’s activity

which helped me to predetermine their need before their approach in my desk. This helped me to

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set up flawless process in busy hour. Some regular clients like BOYSEL DHAKA, KUMUDINI

PHARMA. were well satisfied for my steady approach as I delivered proper service at minimal

time in rush hour. For account opening, it’s necessary to understand and interpret client’s

prospective, nature of business and service, transaction possibilities and proper validation for

further procedure.

5.3 Managing People:

Managing people in an organization is a challenging task for everyone. In Sonali Bank, everyday

employees need to face new minds, new people with multiple needs. It’s not easy to provide

continuous quality service every time. Especially in rush hour, it was quite tough to support every

individual client’s requirement in a short time. Some were premium clients, some are corporate

executives, where I always tried to provide possible gentle approach for running smooth system.

Each and every time I had to develop my approaching skills based on the situation for maintaining

sustainable relationship with clients. Besides, two interns were also supervised by me during my

last month of internship, where I need to develop leadership skills to guide them in a proper way

as I guided earlier.

5.4 Personal Development:

By experiencing Sonali bank’s corporate culture, I eventually acquired and furnished my

personal skills and characteristics. Some personal skills which I had developed has given bellow:

 
 Being more punctual and dedicated to my work as I tried to attend before 10 am. at office.

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 
Being more social and jolly minded as I always tried to communicate with each and every

individual in the branch.


I was familiar by my smiling face, where my coworkers used to figure me as a smiley boy

everywhere. I always tried to cope up with difficult situations with a bunch of smiles in my

face, which helped others to revive in endless pressure.

 
 Being responsible and credible, as I completed several important activities properly.

Being attentive, proactive and quick learner, I was praised by my supervisor and other

executives, which helped me to enhance my proactive skills.


Some executives were not so efficient in computer skills, I tried to instruct them new

technological and computer related things as a result coaching and training skills also

developed.



Good listening skill is an important aspect for new learner, where by being listening every

aspect of my supervisor I acquired new techniques every day. Besides, sometimes I had to

listen properly to my respected clients for appropriate solution for their problem.

6. MY INTERACTION WITH MY SUPERVISOR AND CO-WORKERS

supervisors especially Ferdous sir (O), Mahmud Hasan Sir (SO), Khayer Sir (PO) were so

corporative and instructive that difficult and complex procedure was easily solved by me. They

always guided me in a proper instructive way, where for better understanding they always shared

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real life experience with me which made me so effective during my working time. If any problem,

arise my immediate supervisor always helped me by providing solution. In lunch time, I used to

have a conversation with other executives, where they often shared present market scenario and

their work related experiences with me. I tried best to provide every section with fully dedication,

whenever they needed a helping hand.

7. DEALING WITH DIFFICULTIES

At the very beginning I felt so nervous because of a new environment, corporate life and new

people. Eventually this unknown environment, corporate life and its unknown people became so

friendlier and corporative to me that, this whole internship experience will remain ever fresh in

my mind. However, during my internship time I faced some minor problems and difficulties.

Which are given bellow:

1. The first day (joining day) at Sonali Bank was a remarkable one. Where from the morning

working pressure was normal, but from the afternoon the working pressure was too

excessive, which was a salary day for “Shikdar group of industries ltd”. I was facing a lot

more pressures in my section (accounts). Besides, I had to serve card division as well. From

the very first day I had learnt to handle customers in a pressure situation.

2. Some clients were so rush that, they want their service on instant basis, where we had to

follow step by step process. So, those parties had to handle with proper care with patience.

3. Pressure increased when one executive from account section was transferred to another

branch.

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 4. Service quality decline where there was an excessive pressure to serve huge number of

clients from the owner’s industry section.

5. Sometimes some seniors are too dominant towards junior and intern as well.

6. Throughout my internship, I noticed that lack of turnover rate and less flexible working

environment made the full banking system kind of robotic aspiration, where employees

were sometimes demotivated to work.

During my internship, I faced several difficulties where my supervisors always helped me to

8. EXPERIENCE & EXPECTATIONS

As a BBA student, I always want to know how a corporation or an organization works internally.

From my seniors, I had collected so many business related information about their respected

organization. As for my desire, internship was the best possible way to discover my inquiries.

Before joining Sonali Bank, some of my seniors told me about their past internship experiences,

where they had to serve some sorts of clerical job and some did photocopy, print and scan related

task. Few of them had well job knowledge with well experienced in their work section. Basically,

I wanted to dig down every possible aspect in my organization. So, with this full aspiration and

huge expectations I did join in Sonali Bank. After joining Sonali Bank, I was totally surprised

about their approached. They were kind of like finding emerald inside me. For the very first time

I did realized that, how outside people in job sector really appreciate NSU graduates. Whoever

asked about my university, by being NSUer I became already a smart guy to them. As a result, this

over expectation let me focused more to provide my best contribution towards Sonali Bank. As I

didn’t want to disappoint them either, I had to provide my best additional skills in banking related

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task, IT sector, computer set up, installation, Temenos activity and so on. After a couple of days,

I became superior among other intern where employees were so familiar to me during my

internship period and they were so co-operative to guide me in every possible way.

Sonali Bank was the place where I had matched my academic learning with practical banking

knowledge. Here I learnt core banking facilities by being working in account section. I got real life

experience like account opening, recording transaction general, preparing daily statement affairs,

issuing various payment order, data processing, consumer credit scheme, double scheme, dispatch

operations, clearing activities and so on. The total experience was amazing and remarkable to me.

9. INFLUENCE OF INTERNSHIP ON CAREER PLANS

This internship experience made me bank oriented by being finding a new career segment in bank

management. I was fortunate enough to meet ex AGM of Sonali bank, who had liked my dedication

towards Sonali Bank and wanted me to do a research on bank management under him. Throughout

my internship period, I got huge appreciation and praise worthiness for my dedicated contribution

in Sonali Bank. My supervisors and other executives treated me like an own executive of the bank.

Those worthy experiences and inspirations boosted up my confidence level and it will be so

delightful for me to join in Sonali Bank by being perusing a banking career.

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 10. REDOINNG INTERNSHIP

Like I mentioned before, my internship in Sonali bank, Gulshan Branch was truly amazing. If I

had to redo my internship, then I would definitely like to complete this program under this branch.

Besides, I will try to structure my internship criteria to get the best instructions from every section

of the branch in this limited time. I would like to work with foreign remittance and loans and

advance section for briefly get information about these section. From my perspective, for redoing,

I would also love to supervise my junior intern in brief, which will enhance my leadership strategy

and tutoring capability. From the very beginning, I would build a superior network with employees

to learn more effectively which eventually I did quite lately.

11. RECOMMENDATION

My internship period was so limited. In this limited time I had noticed some shortcomings in

operational section. From my little experience I can recommend some operational aspect for

smooth banking operation which are given bellow:

 Banking service is being provided by traditional way which should be upgraded in this

modern era.

 Customer satisfaction and customer orientation needed.

 There is a huge gap between the expected service and the service that banks currently
provide. Top level management should emphasize more on functional and operational level

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 for ensure better customer service. In general accounts section instead of having 4
executives only 1 executive provide the service properly. Where in rush hour it is almost
impossible for him to cope up with tremendous pressure from clients.

 During my internship I noticed that the pressure was higher on week’s first and last day, where
most of the time clients often have to wait for long time in a queue. During that time effective
junior officers should be maintain a shifting work for continuous better service.

 All together entire Gulshan branch has a lower number of employees as needed, but as the
branch is located on a prime location employee should be hire enough to meet banks
requirement and to provide service to the targeted consumers.

 As the industry is so competitive Sonali Bank should focus on effective marketing
promotion to attract new customers.


 Sometimes dominance by top level towards lower level employee is negative influence

on working efficiency, so it should be prevented.

12. CONCLUSION

World is rapidly changing in this global era. For rapid technological advancement every industry

has a huge competitive environment. In Bangladesh there are altogether 52 banks operated in the

national economy. For this huge competition many new starter banks are doing mass marketing

and rapid promotional approach with new ideas and various new options. To cope up with this

competitive era Sonali Bank should focus to continuous research on the industry for better

approach in the market. General banking is a core heart of the banking system so for sustaining in

long run, where new business strategy should be developed for increase customer orientation and

service for rapid economic growth of Sonali Bank. For my internship, the whole banking related

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experience was a truly remarkable one. By being an intern in Sonali Bank, I had a great opportunity

to work with banking people and learn so many working activities which I believe this experience

will help in my later professional life for enrich my career in financial and other sector as well.

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 13. REFERENCES

Ali, M. M., & Jahangir, N. (2010). A Perception of Power: A cognitive perspective of nationalized
commercial banks of Bangladesh (Vol. 03). Dhaka Centre For Social Studies.

Bangladesh Bank. (2012). https://www.bb.org.bd. Retrieved from

Bangladesh Institute of Bank Management. (2017). https://www.bibm.org.bd. Retrieved from

https://www.sonalibank.com.bd/

Khatun, F. (2017, April 18). http://www.thedailystar.net. Retrieved from

https://en.wikipedia.org/wiki/Sonali_Bank

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 14. APPENDIX

 Weekly Journals

 Employee Satisfaction Survey

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