1. Presented by: MANZIL BHATTARAIPresentation on Internship report atHimalayan Bank Ltd.

2. Background of organization Established in 1993 in joint venture with HabibBank Limited of Pakistan. Legacy of Himalayan lives on in an institution thatis known throughout Nepal for its innovativeapproaches to merchandising and customerservice The highest deposit base and loan portfolioamongst private sector banks Extending guarantees to correspondent bankscovering exposure of other local banks undertheir credit standing with foreign correspondentbanks 3. The Banks corporate vision: Himalayan Bank Limited holds of a vision tobecome a Leading Bank of the country byproviding premium products and services to thecustomers, thus ensuring attractive andsubstantial returns to the stakeholders of theBank. 4. The Banks corporate mission: To become preferred provider of quality financialservices in the country. There are two components in the mission of theBank i.e. Preferred Provider and QualityFinancial Services. Therefore, HBL believe thatthe mission will be accomplished only bysatisfying these two important components withthe Customer at focus. The Bank always strive positioning itself in thehearts and minds of the customer. 5. The Banks CorporateObjective: To become the Bank of first choice is the mainobjective of the Bank. 6. Major markets and customers It has not such specific targeted customer but italways focus on general public. Other banking company and financial institution. Government and big organization Remittance 7. Product and service:HBLDepositsLoansLetter of CreditHimal RemitSafe Deposit LockersCard ServicesSMS BankingInternet Banking 8. Showing Deposit ProductDepositsPremium Savings (PSA)Fixed DepositRecurring Savings A/CCall DepositBishesh Savings AccountCurrent AccountSavings AccountSuper Premium Savings(SPSA) 9. Showing Loans ProductLoansCorporate LoansFundedProject / Consortium LoanNon Revolving Cash CreditWorking Capital FinancingOverdraft FacilityDemand LoanRevolving Cash CreditImport Credit & DDTrust Receipt LoanExport Credit FacilitiesPledge LoanClean Bills discountedDocumentary Bills DiscountedNon FundedBank GuaranteeLetter of CreditRetail/Consumer LoansHousing LoanSubidha LoansCredit Card LoanLoan against FDLoan against BondsLoan against SharesHire PurchaseLoan against BG 10. Organizational StructureChairman & BODCEOGeneral ManagerPublic Relation Officer1 Asst to Chairman 1Asst to CEO 2Asst to GM 1Deputy. General Manager1BranchesCMADSr. ManagerBranchesMonitoring & Follow-upDeputy General ManagerAudit CommitteeManagerDy. ManagerAsst. ManagerCreditCardCenterBranchManagerBranchesAsst.ManagerBCCA/C &TreasuryNRBReportingLegal & ShareManagerGS/AdminH. R.BranchesAsst. ManagerInternal Audit & Inspection 11. Financial structure The Banks total deposit reached Rs. 40.92 billion,recording an increase of 8.80 % over the previous year the loans and advances reached Rs. 32.96 billion whichincrease of 13.20 % over the previous year The net assets of the Bank increased by 16.17 % reachingRs. 3.99 billion the gross assets increased by 9.75 % and are valued atRs. 48.13 billion The Bank was able to make an operating profit of Rs. 1.15billion The net profit of the Bank reached Rs. 89.31 million,registering an increase of 75.53 % over that of theprevious year. wrote off loans to the tune of Rs. 1.625 million. The Banks NPA, which was 3.52 % during the previousyear, increased to 4.22 % during the year under review. 12. Organization Performance: The net profit of the Bank amounted to Rs.893.11 million. Besides, the retained earnings of Rs. 13.65million from the previous year, 20 % of Rs. 17.86 million, have beenappropriated to the Statutory General ReserveFund. A sum of Rs. 5.453 million transferred from theSuspense Fund and a sum of Rs. 38.61 milliontransferred from the Capital Adjustment Fund Similarly, out of the net profit of this year, Rs.6.682 million has been appropriated to the 13. Cont. Rs. 71.4 million to the HBL Bond RedemptionFund Rs. 47.25 million to the Investment AdjustmentFund as per the NRB directives. 20 % bonus share and a 16.8421 % cashdividend on the paid-up capital For the bonus shares and dividends, an amountof Rs. 73.68 million has been earmarked. After the distribution of the bonus shares, thepaid-up capital of the Bank will amount to Rs.2.40 billion. 14. SWOT Analysis of Himalayan Bankltd. Strength: Intellectual top-level management and decentralizedstructure Hi-tech technological infrastructure Weaknesses: Less emphasis to marketing and promotionalmeasures Much initiative is not taken to respond to customersqueries 15. Cont. Opportunities: Innovation and technological advancement Capturing new market by taking advantage of weakcompetition Emphasizing on new ventures, opening new branches Threats: Growing situation of financial institution Diverse ideology of political parties Low interest rate 16. Activity performed in theorganizationCustomer Service Department Providing General Information Opening an Account Closing an Account Preparing Cheque Books Providing Bank Statement ATM Card distribution Distribution of various forms and vouchers Handling Phone Calls Filing Providing Withdrawal Slip Providing Balance Certificate Photocopying Account Information and Balance Inquiry Problems Identified at Customer Service Department Problem Solved at Customer Service Department 17. Problem Solved at CustomerService Department Learned how to photocopy and solved the problem ofproviding bank statement. There are systematic record keeping of files Understanding the various types of account madeeasier to know about opening and closing the account Understanding the customers want and making themunderstanding about various facilities and serviceswas solved. KYC update was most irritating and time consumingso many customers became very annoying and angryso department head give the instruction of being calmand teaches us how to fill it in effective and efficientmanner, which solve our (intern) problem. 18. Bills and Remittance Filing Recording international clearing cheques Helping customers to fill up TC form, requestform, etc Putting stamps on foreign currencies to determinethat it has been issued Issuance of advance payment certificate Preparation of draft Checking cheque for clearing of different branch Pullout for ID payment 19. Problems Solved at Bills andRemittance How to pull message checking the entire detailabout the recipient of the money. Deal with the customer and answer all theirqueries Photocopying 20. Trade Finance Filing Invoicing Filling different forms i.e. bibini form etc Preparing draft cheque Preparation of bank guarantee letter Assisting the staffs to get approval from thesenior officials 21. Problems Solved at TradeFinance Learned to fill Bi.Bi.Ni form. Issued cheque in the name of custom office asthe charge for dispatching the goods. Filing the documents and searching the files. Learned various terms and documents and itsuses. 22. Customer Relation Department Filing Learning the detail process of loan sanctioning Five pillar analysis and SWOT analysis Authority of the bank to provide loan 23. Credit management andadministration department Same as trade finance mostly focus on filing,indexing, keeping record of different files ofcustomer. 24. Internship key observation I found that all(mostly) the employees in the bank areco-operative and well mannered. All the employees strictly follow the rules andregulations. I found all the staffs friendly and co-operative. I felt that the employees were unclear about theirduties and responsibilities. They were confused asper what level of authority they are provided. In the customer service department, I found that thestaffs did not respond very well to the customers I felt the staffs at the bank lacked training, whichwould have helped them to sharpen their skill and runthe day-to-day activities of the bank smoothly. 25. Key skill and attitudes learnt This program helped me to relate theoreticalaspects learned in college in practical term To explore myself by judging my knowledge andintelligence compared to others. I got an opportunity to become familiarize withorganizational culture, organizational goals andobjectives, chain of commands of responsibilitiesand authority, employee-customer relationship,interdepartmental communication, management,organizational structure and many other things 26. Cont. It showed me the areas where I was good and the areaswhere I needed to improve me. I have learnt during mine internship is the corporateworking environment which is the basic lesson for thecareer development. Lesson Learnt at Customer Service Department Learn to open and close an account. Learn how to fill KYC form. Communicate with the customer and solve their problems. Learned about documents required for account opening,closing and other request. To issue debit card, cheque book, internet banking etc. To print balance statement and financial transactionrecord. Handling grrievances of the customer and ability to satisfythem. 27. Lesson learnt at Bills andRemittance Learned about the process behind theappointment of agents and struture ofcommission of Himal Remit. Got chance to be familiar with differenttechnologies used in the bank. Learned about the remittance department ofHimalayan Bank. Proper and effective way of communication withoutsiders and officials. Build communication, interpersonal, technicalskills. 28. Lesson Learnt at TradeFinance Learned about the terms and terminologies usedin International Trading. Gain knowledge of the operational activites of theTrade Finance Department. Learned to work in a team. Got chance to be familiar with the processinvolved in Trade Finance. 29. Lesson Learnt at CustomerRelation Department Build communication, interpersonal, technicalskills. To build up professionalism and the ability toassume responsibility that will assist in future. Understood the importance of having patience. Understanding the customers financial problemand the way to finance them. Learned property valuation process 30. Feedback to the organization: More employees should be kept at the counter so that thecustomer need not wait for a long time. The bank must therefore give high priority to thecomplaints of the customers in order to uplift the servicesbeing provided. There should be proper flow of communication betweenhead office and its branches for effective and efficientservices because due to this there will not be anymisunderstanding between the upper level and lower levelstaffs and the works can flow in a fast pace. Proper training programs must be conducted so that theemployees will be aware of the innovative techniques anduplift the quality of service that the bank will provide to thecustomers. The foremost thing the bank needs to do is concentrate onits human resource requirements and the presentdisbursement of its employees because most of thecustomer commented that the employees in HBL have toomuch workload. 31. Cont. Besides focusing on the quantitative aspect of thework force requirement in the bank they also have toencourage the employees become to more customeroriented, thus increasing their attitudes, and behaviortowards the customers. HBL should think of ways in which it can retain as wellas attract new customers through innovative schemesbecause there is a greater chance that competitorbanks can bring down their commission rate andthereby create threats for HBL. Today, HBL has 23 Nostro Banks account and a verylimited number of Agencies. Therefore, it should tryexpanding its linkages with other Banks and Agenciesas well. Because of this, they can have a competitiveadvantage over other banks. Besides this, thecustomers will also have an advantage of transferringtheir money worldwide, with a greater speed. 32. Cont. In spite of the secured and fast transfer of money throughSwift, majority of HBL customers are using the draft.Therefore, the bank should aware its customers about theadvantages of using Swift over others to get the customersconfidence towards the use of Swift. Majority of the customers using remittance service in HBLare businesspersons, and among them most of them paycommission in the range of 100-500. Because of this, thebank is not able to generate much of the income fromthese small businesses. Therefore, HBL should tryestablishing good relationship with larger and big corporatehouses. Innovate the new product and different kinds of scheme tomeet the cut throat competition Offer multiple communication methods to communicateinformation to customer Acknowledge customers and treat them with respect toearn their trust and their business. 33. Cont. Empower customer service to resolve the problemson the spot including offering discount or special toretain customer who might otherwise head to acompetitor. Find ways to make it so easy for the customer to dobusiness with you that switching to a competitorwould be work for the customer. If the bank increases its promotional and marketingactivities, it can create more customer attractiontowards the bank. It will further help the bank toenhance its image and increase its degree of successin the context of todays competitive banking industry. The speed of delivering service should be increasedespecially in card department, providing needyservices promptly. 34. Feedback to the college anduniversity: Due to time factor, this report does not include all the aspects of ourtopic of study. Due to secrecy to be maintained in an organization, we faced problemof unavailability of information. The primary data collected through various formats are simple opinionsof customers and professionals. The internship duration was limited so I could not learn about theorganization in detailed manner. The banks policy in keeping some matters confidential prohibited fromanalyzing the various critical facts and issues. The jobs assigned to me were mostly monotonous and did not requiremuch creativity. Busy schedule of staffs of the organisation to acquire detail informationof different matters. So, information provided to us is limited. College need to inform for our internship program much earlier thenthey did now. Submission of report date is too diminutive schedule. Therefore, collegeshould review on their schedule. 35. Thank you