ACKNOWLEDGMENTS

Firstly, I would thank Allah Almighty who bestowed me with power and wisdom to complete this task. I am heartily thankful to my University and specially to my Advisor internship Mr. Nisar Ahmad, whose encouragement, guidance and support from the initial to the final level enabled me to develop an understanding of the subject. After that I would thank to District Manager Mr. Arif who helped me in getting listed in the internship program at UBL. Then I would like to thank Branch Manager Mr. Sheikh Farooq who guided me through out my internship program. I would like to thank Costumer Service Manager Mr. Ahsan Adeel and who helped me a lot to collect the data about the Bank and helped me complete my report in every manner, Mr. Ali Raza, Mr. Jamal the costumer Service Representatives for helping me learning and respecting the costumer.

Table of Contents
SECTION -1....................................................................................................4
Banking Industry Profile..................................................................................................4 Bank Industry History..................................................................................................4 Wider Commercial Role of Banks...............................................................................6 Pakistans Banking Industry Profile............................................................................7

SECTION- 2..................................................................................................10
United Bank Ltd Profile.................................................................................................10 Background................................................................................................................10 UBL Profile...............................................................................................................10 Functions....................................................................................................................11 Services......................................................................................................................11 Branches....................................................................................................................11 Overseas.....................................................................................................................12 Location.....................................................................................................................12 Online banking...........................................................................................................14 Subsidiaries................................................................................................................15 Associated company..................................................................................................15 Share Holding............................................................................................................16 The Sponsors.............................................................................................................17 SWOT Analysis of the Banking Industry......................................................................17 Strengths....................................................................................................................17 Weaknesses................................................................................................................18 Opportunities.............................................................................................................19 Threats.......................................................................................................................20 SWOT Analysis of United Bank Limited Pakistan.......................................................20 Strengths....................................................................................................................20 Weaknesses................................................................................................................21 Opportunities.............................................................................................................21 Threats.......................................................................................................................22

SECTION- 3..................................................................................................23
Consumer Banking.........................................................................................................23 UBL Address.............................................................................................................23

Buying a home...........................................................................................................24 UBL Business Line....................................................................................................24 UBL Cash line...........................................................................................................25 UBL Credit Card........................................................................................................25 UBL Drive.................................................................................................................25 New Car Financing ...................................................................................................26 Used Car Financing ..................................................................................................26 Cash Your Car ..........................................................................................................26 UBL Money...............................................................................................................26 Other Services:...........................................................................................................27 Commercial Banking.....................................................................................................28 Small Business Scheme.............................................................................................28 Investment and Saving Accounts:.............................................................................29 Complementary Services...............................................................................................33 Insurance Certificate..................................................................................................33 UBL Wallet VISA.....................................................................................................33 UBL Orion.................................................................................................................34 UBL Net banking.......................................................................................................34 Humrah......................................................................................................................35 UBL e-statement:.......................................................................................................35 My Learning...................................................................................................................35 Account Opening.......................................................................................................36 Clearing of Cheques..................................................................................................45 Remittances................................................................................................................51 RECOMMENDATIONS & SUGGESTIONS..............................................................52

BIBLIOGRAPHY.........................................................................................54 APPENDEX..................................................................................................55

SECTION -1
Banking Industry Profile

Bank Industry History

The name bank derives from the Italian word banco "desk/bench", used during the Renaissance by Florentines bankers, who used to make their transactions above a desk covered by a green tablecloth. However, there are traces of banking activity even in ancient times. A banker or bank is a financial institution that acts as a payment agent for customers, and borrows and lends money. In some countries such as Germany and Japan banks are the primary owners of industrial corporations while in other countries such as the United States banks are prohibited from owning non-financial companies. The definition of a bank varies from country to country. Under English law, bank is defined as a person who carries on the business of banking, which is:

conducting current accounts for customers paying cheques drawn on a given person, and Collecting cheques for their customers.

(United Dominions Trust Ltd v Kirkwood, 1966, English Court of Appeal, 2 QB 431). However, in many cases the statutory definition closely mirrors the common law one. Examples of statutory definitions:

' "banking business" means the business of receiving money on current or deposit account, paying and collecting cheques drawn by or paid in by customers, the making of advances to customers, and includes such other business as the Authority may prescribe for the purposes of this Act; (Banking Act (Singapore).

"banking business" means the business of either or both of the following-

1. receiving from the general public money on current, deposit, savings or other similar account repayable on demand or within less than [3 months] ... or with a period of call or notice of less than that period; 2. paying or collecting cheques drawn by or paid in by customers; (Banking Ordinance, Section 2, Interpretation, Hong Kong) Note that in this case the definition is extended to include accepting any deposits repayable in less than 3 months, companies that accept deposits of greater than HK$100 000 for periods of greater than 3 months are regulated as deposit taking companies rather than as banks in Hong Kong). Banks act as payment agents by conducting current accounts for customers, paying cheques drawn by customers on the bank, and collecting cheques deposited to customers' current accounts. Banks also enable customer payments via other payment methods such as telegraphic transfer, EFTPOS, and ATM. Banking is one of the most sensitive businesses all over the world. Banks play very important role in the economy of a country and Pakistan is no exemption. Banks are custodian to the assets of the general masses. The banking sector plays a significant role in a contemporary world of money and economy. It influences and facilitates many different but integrated economic activities like resources mobilization, poverty elimination, production and distribution of public finance. It is purchase of car or building of a home banks are always there to serve you better. It is play ground or any educational or healthy societal activity the money of banks nurture them. It is an industrial project or agricultural development of the country the sponsor-ship of banks is very much involved. Banks play very positive and important role in the overall economic development of the country. Pakistan has a well-developed banking system, which consists of a wide variety of institutions ranging from a central bank to commercial banks and to specialized agencies to cater for special requirements of specific sectors. The country started without any worthwhile banking network in 1947 but witnessed phenomenal growth in the first two decades. By 1970, it had acquired a flourishing banking sector.

Wider Commercial Role of Banks

However the commercial role of banks is wider than banking, and includes:

issue of banknotes (promissory notes issued by a banker and payable to bearer on demand) processing of payments by way of telegraphic transfer, EFTPOS, internet banking or other means issuing bank drafts and bank cheques accepting money on term deposit lending money by way of overdraft, installment loan or otherwise providing documentary and standby letters of credit, guarantees, performance bonds, securities underwriting commitments and other forms of off balance sheet exposures

safekeeping of documents and other items in safe deposit boxes currency exchange sale, distribution or brokerage, with or without advice, of insurance, unit trusts and similar financial products as a 'financial supermarket'

Pakistans Banking Industry Profile

Pakistan banking industry is growing very rapidly on the fast track. Every bank going to be globalize to enhance its profitability. These are all done by the introduction of new, innovative and attractive offers for customers; with all these enhancements we can compare our banking industry with developed banking industry in Asia like China and India. Establishment primarily engaged in accepting time deposits, making loans (mortgage, real estate, commercial, industrial and consumer), and investing in high-grade securities. Saving and loan associations, saving banks and commercial banks are included in this industry. Pakistani authorities even require all newly established commercial banks to have at least one foreign investor. The paradigm shift in commercial banking, resulting from freezing of foreign currency accounts (FCAs) in May 1998, has affected the foreign banks operating in Pakistan significantly to a large extent adversely. The recovery process, through changed strategy, has started yielding positive results. Foreign banks are expected to emerge stronger in the near future as Pakistan moves towards Internet based banking. Still, the competition with domestic banks is expected to remain ferocious. Over the last many years, foreign banks have continued to command nearly threequarters of the overall profitability of the banking sector in Pakistan, in spite of the tight manacles on their expansion. Foreign banks chiefly thrived on business from top-tier multinational corporations and blue chip companies. The business of foreign banks operating in Pakistan, in the past, also flourished due to FCAs and swap dollar funds which are no longer there. During the post May 1998 scenario, domestic banks have emerged to be ferocious competitors. Even the policies of central bank aimed at strengthening commercial banks in general helped domestic banks more while supporting foreign banks marginally. Some of these policies were: reduction in SLR, recovery of non-performing loans, exemption of accrued income at the time of calculating tax liability and rules governing provisions against doubtful loans. The reduction in return on deposits and lending rates also improved the spread for domestic banks.

Half of the foreign local banks virtually reversed the provisions made in the past or made no provision for the year 1999. The amount on account of provisions came down Rs 0.1 billion for foreign banks and by Rs 1.82 billion in the case of domestic private banks for the year 1999. But, lottery schemes of Habib Bank, United Bank and Muslim Commercial Bank was a major reason for movement of deposits from foreign banks to these banks. Some analysts say, "It may not be wrong to say that foreign banks were the biggest opponents of such schemes and ultimately the central bank succumbed to their pressure." However, some of the foreign banks which came out with innovative financial products rather than complaining about the changed scenario, witnessed slow but gradual increase in deposits. One of the areas where foreign banks have been investing heavily is technology to overcome the handicap of limited branch network. Almost all the foreign banks are working actively on plans to introduce internet-based banking within the year 2000. They have the advantage of global experience. However, despite their edge they will face a tough competition from listed commercial banks. Introduction of internet-based banking will largely depend on the policies of GoP. However, the government cannot afford to delay its introduction in the country for a long time. In the meantime foreign banks have consolidated their edge in phone-banking, ATM network and on-line banking. Offer of these services has become a norm at almost all the large-size foreign banks. While some of the banks have installed their own ATMs, others have entered or are entering into strategic alliance with other domestic and foreign banks. Offering such facilities is capital intensive. However, helps in reducing human resource cost, improving quality of services and above all bringing a bank outside the four walls of conventional branch network. As foreign banks largely cater to multinational companies and blue chip corporations they would be able to offer better services and also cater to larger number of clients. Another important development, over the years, is that small foreign banks have developed their own niche market. The foreign banks of Middle East origin concentrate more on handling remittance and international trade. Even the large-size banks have added other services. Standard Chartered Bank, Citibank and Deutsche Bank provide

custodian service to foreign investors in capital markets. Citibank and Standard Chartered Bank have started financing of cars and other durable. Earlier, Citibank had established two separate entities, a housing finance company and an investment bank. However, later on it sold its stake in investment bank to Jahangir Siddiqui and Company. Citibank has also became a little more selective in distributing credit cards. The credit card experience in Pakistan was like a nightmare. Therefore, the new strategy being worked out is to replace credit cards with charged cards. On the one hand it will help in bringing default to almost zero level and, on the other hand, improve the cash flow of banks. A cardholder would be allowed to purchase to the extent of amount available in his/her account only. The banks will be able to issue more cards, as they will be exposed to hardly any loss. It will also be beneficial for the outlets because the transfer against purchases can be almost instant. According to some analysts foreign banks share about a quarter of deposits and total advances within the banking system. Traditionally, the foreign banks have focused on short-term trade finance, targeting mainly low risk blue chip corporations and high net worth individuals. A couple of years back, these banks began making foray into merchant banking, capital market operations and consumer/retail banking. The resources and expertise of their global operations proved a valuable asset in these areas and many of them were able to quickly capture large share in the capital market operations and consumer/retail banking.

SECTION- 2
United Bank Ltd Profile
Background
Apr 97 asked by recently elected Prime Minister Nawaz Sharif to take over UBL, help restructure & ultimately privatize the bank. Part of financial sector restructuring program two professionals already brought in to head the other two big banks (together 60% of banking system). Several key laws already amended to facilitate process Autonomy given to Boards of Government Banks Expediting recovery of bad debts Tightening labor laws

UBL Profile
United Bank Limited (UBL) is one of the largest commercial banks in Pakistan having more than 1,000 branches inside the country and 15 branches outside the country. Founded originally in 1959 by Agha Hasan Abedi, the bank was nationalized by the government of Pakistan in 1971. In 2002, it was privatised by the Government of Pakistan in an open auction to a consortium of Abu Dhabi Group and Bestway Group. Since its privatisation the bank has been successfully turned around and remains a robust and strong performer in all major segments of its operations. The Group's principal activities are to provide commercial banking and other financial services. The Group offers personal banking, cash management, retail loans and other financial services. These services include deposits, savings/current bank account, vehicle loans, personal loans, retail trade finance, global banking, lending to priority sector and small scale sector, foreign exchange and export finance, corporate loans and equipment loans. The Group operates through 1044 branches within Pakistan and 15 branches outside Pakistan.

10

UBL has assets of over Rs.300 billion and a solid track record of forty-six years - in addition to the convenience of over 1000 branches serving you throughout the country and also at several overseas locations.

Functions Services

Consumer Banking Commercial Banking Corporate Banking Investment Treasury UBL Ameen Islamic Banking

Branches

United Bank is very diverse with over 1056 Domestically in Pakistan as well as 15 Overseas Branches. Oversea branches include; United States of America, Qatar, UAE, Bahrain, Republic of Yemen.

11

Overseas
UBL, with an integrated network of over 1000 branches globally, with 15 overseas locations, gives you direct access to a comprehensive range of better banking facilities to help you monitor your business internationally. We have branches in:

Bahrain Qatar Other offices Off Shore Banking Unit Republic of Yemen UAE United States of America United Kingdom Zurich

Location

With an integrated network of over 1000 branches in Pakistan as well as Overseas, UBL gives you direct access to a comprehensive range of better banking facilities to help you monitor your business locally as well as internationally. Improving branch operations and outlook is another focus area within UBLs future strategy. In addition to automation, branches will be renovated to standard that reflects the communities and environment in which they operate.

12

Board of Directors

13

The management team comprises experienced banking professionals well positioned to meet UBLs business objectives. Senior bankers have been inducted to head various divisions organized around core businesses, such as foreign trade, credit, structured finance and treasury activates. The Bank has also hired qualified middle and lower management personnel to create a team of professionals at all levels. The Banks affairs are governed by a Board of Directors, which currently consists of the President and Chief Executive Officer and seven Directors. The President and Chief Executive Officer has an overall responsibility for the strategic direction, government relations and to manage the portfolio of business and its functions.

Name His Highness Shaikh NahayanMabarak Al Nahayan Sir Mohammed Anwar Pervez, OBE, HPK Mr. Atif R. Bokhari Mr. Omar Ziad Jaafar Al Askari Mr. Zameer Mohammed Choudrey Mr. Ahmad Waqar Mr. Muhammad Javed Malik Dr. Ashfaque Hasan Khan Mr. Aqeel Ahmed Nasir Mr. Aameer Karachiwalla

Designation Chairman Deputy Chairman President & CEO Director Director Director Director Director Company Secretary & Chief Legal SEVP/Group Chief Financial Officer

Online banking

14

UBLs state of the art online banking, customers were able to access their account from more than 350 branches located in 71 cities across Pakistan. Transactions such as Cash Deposit, Cheque Encashment, Stop Payment, Account Statement, Funds Transfer were done online without the need to travel to the local branch.

Subsidiaries

United Bank AG Zurich, Switzerland United National Bank Limited, UK (Joint venture with NBP) UBL Fund Managers Limited

Associated company
15

Oman United Exchange Company, Muscat.

Financial Highlights of UBL as on December 31, 1998, 1999 & 2000 (PKR & USD in Millions) 1998 Shareholders Equity Total Assets Deposits Loans and Advances Investments Operating Profit / (Loss) 1998 1999 (PKR) 8,050 154,450 127,133 61,714 44,954 760 1999 (USD) 139 2,665 2,194 1,065 776 13 2000 2000 (PKR) (USD) 7,715 133 139,992 2,416 117,718 2,031 48,468 836 47,955 827 78 1 (PKR) (USD) 8,803 152 155,211 2,678 128,679 2,220 74.156 1,280 33,102 571 2,013 35

Exchange Rate Dec. 31, 2000, PKR 57.9522/1USD

Number of Staff Number of Branches

1998 14,885 1,494

1999 13,984 1,417

2000 11,873 1,390

Share Holding
UBL was a nationalized bank between 1974 through 2002. However, in 2002, the Bank was privatized with 51% of its shares sold to the Abu Dhabi Group, UAE and the Bestway group, U.K. (the Consortium). Furthermore, SBP holds 48.69% of the total share capital while the remaining 0.34% stake is divided amongst the GoP, National Bank of Pakistan (NBP)- Trustee Department, State Life Insurance Corporation of Pakistan (SLIC), Sui Southern Gas Company Limited (SSGC), Investment Corporation of Pakistan (ICP), Metropolitan Steel Corporation, PC, Pakistan Reinsurance Company Limited (PRCL) and the SECP. Shareholders Number of Shares

16

The State Bank of Pakistan Bestway Holding Limited Bestway Cement Limited H.H. Shaikh Nahayan Mabarak Al Nahayan, HPk Sir Mohammad Anwar Pervez, OBE, HPk H.H. Shaikh Suroor Bin Mohammad Al Nahayan H.E. Dr. Manaa Saeed Al Otaiba Mr. Omar Ziad Jaafar Al Askari Mr. Abdullah Nasser Bin Huwaileel Al Mansouri Government of Pakistan National Bank of Pakistan, Trustee Department State Life Insurance Corporation of Pakistan Sui Southern Gas Company Limited Investment Corporation of Pakistan Mr. Zameer Mohammed Choudrey Metropolitan Steel Corporation Privatisation Commission Pakistan Reinsurance Company Limited Securities and Exchange Commission of Pakistan TOTAL

2,521,943,230 660,425,000 396,270,000 264,180,000 264,180,000 264,180,000 264,180,000 264,180,000 264,180,000 14,194,470 707,020 532,620 501,970 292,600 25,000 16,460 7,270 4,350 10 5,180,000,000

The Sponsors
The Consortium comprises the Abu Dhabi Group and the Bestway Group holding 51% stake in the Bank while the State Bank of Pakistan holds 48.69% share in the Bank.

SWOT Analysis of the Banking Industry

Strengths
17

Large Market Size and attractive location for exports to South Asia, Central Asia and Middle East. Per Capita Income of PPP $ 2000 and 40 years record of 6 percent GDP growth annually Abundance of Water Resources, Natural Gas. Easy Sea Port, Airport Connections with Europe, Asia and Middle East. A large emerging middle class with growing demand for consumer durables, autos, services English speaking educated and trainable manpower with aptitude for fast learning Self-sufficiency in food production and a buoyant agriculture. A liberal foreign exchange regime, which allows un-restricted repatriation of profits, dividends and remittances. Quantitative restrictions on imports have largely been removed and tariff rates being brought down to maximum rate of 25% with average incidence of 14-15%. Financial Sector is open to foreign investors is diversified and has been strengthened in the last three years. Capital markets offer a range of instruments for raising domestic finance. A fiber optic backbone infrastructure up and running for Information Technology enabled services.

Weaknesses
Poor governance record in the nineties with serious adverse consequences for efficiency and equitable distribution of growth. Failed democratic regimes with frequent changes in government in the last decade have nurtured political uncertainty, discontinuity and inconsistency in policy implementation. Lingering dispute with the Hubco and freezing of foreign currency accounts in May 1998 has shaken foreign investor confidence.

18

Key economic institutions have been in a state of financial and management disarray creating strains on public finances as well as banking system. Bureaucratic procedures and enforcement of contracts are slow, time consuming and cumbersome encouraging lobbying and rent-seeking opportunities. Public service delivery of essential services is poor and inefficient and under investment has led to congestion, shortages and access limited to the privileged far.

Non-governmental Organizations (NGOs) have not so far played a major role in social development and Micro Credit allocation to the poor.

Opportunities
Oil and Gas resources: To be further explored, developed and distributed. Investment in Physical Infrastructure Development: Open to private sector to meet the growing demand in the areas of power, highways, ports, airports etc. Information Technology: Relatively low cost manpower available with ample scope for investing in Information Technology Education. Agriculture: Productivity still behind production possibility frontier and requires technical and financial inputs. Agro-based Processing and Industries: Highly Competitive and oriented towards Exports but still in state of infancy and need to be up scaled. Value added exports in textile sector: Has plans to modernize its textile industry for capturing world market share and positioning in post MFA period through technology, marketing and design improvements and investment in machinery. Financial Sector: Deepening to improve the mobilization and allocation of financial resources. Exports in non-traditional commodities: Fisheries, Gems and jewellery, Fruits and Vegetables, Information Technology, are still under utilized. Privatization: Public Sector assets worth $ 3-4 billion are available for sale to strategic investors including foreign investors.

19

Non-Resident Pakistanis: Offer a large and rich reservation of talent, skills and capital for joint venture partnerships.

Threats
External and Domestic Debt burden is quite high relative to the capacity to service and need to be reduced to manageable levels. Tax-GDP ratio is one of the lowest among the developing countries and resource mobilization effort has to be stepped up. Fiscal deficits have been traditionally high and need to be gradually narrowed down. Public Sector Corporations riddled with excess manpower, poor management and weak financial base have to be restructured and strengthened. Incidence of poverty has risen during the last decade and poverty targeted interventions need to be accelerated. Stagnation in Domestic and foreign investment during the last several years has increased and given rise to educated unemployment High degree of centralization had eroded provincial autonomy and local government capacity both of which need to be enhanced and strengthened.

SWOT Analysis of United Bank Limited Pakistan

Strengths
2nd largest bank of Pakistan in term of deposits after state bank of Pakistan

20

UBL product positioning is very effective. UBL targets the segments like salaried person, business people and self-employed person with the age limit of 21-65. UBL product positioning affects the life style of people. UBL products help to improve standards of living of people.

UBLs existing infrastructure and a wide network of branches throughout the country give it a competitive edge over its market competitors. Most profitable bank in Pakistan. Largest number of corporate deals by any bank in Pakistan. Overseas branches. Employees are very happy in terms of salary and incentives. The Bank has hired qualified middle and lower management personnel to create a team of professionals at all levels. UBLs website and phone banking services offer up-to-date product information. UBL offers its customers a wide variety of services including ATMs, Online banking, Phone Banking, Internet Banking and electronic remittances. Extensive network of online branches is empowering the customers by offering them remote access to their accounts from any online branch. Cooperative, effective and supportive working environment in bank.

Weaknesses
There is no standardization in terms of branches. Being a governmental bank 3 years back the old network is used up till now. The service of UBL in some urban areas of Pakistan is not that effective. It is a step behind in introducing new and innovative technology in the bank. Most of the employees are overloaded with the work. No separate training center to train new employees.

Opportunities
21

Bank can extend its network in other cities of Pakistan. UBL had the history of more than 45 years, the new management tries to change the inherent weak set up and automated the branch and consumer banking system. New technology brings the new change and increases their profitability. It can remunerate its all branches that all branches would seem to be same.

Threats
With the privatization of Habib Bank Limited (HBL), restructuring of Allied Bank of Pakistan Limited (ABL), emergence of strong private commercial banks and increased competition in the banking industry due to increased liquidity and limited investment opportunities, UBL is expected to face intense competition. The investors face the possible risk of not being able to sell the shares in the secondary market without adversely affecting the price. This risk is mitigated by the fact that the shares are proposed to be listed on the three Stock Exchanges, which will provide a venue for granting liquidity for the shares by facilitating secondary market trades. This risk arises from the fluctuation in the value of a financial instrument consequent to the changes in market interest rates. The risks are inherent in deposits, liabilities, loans/advances and investments of the Bank. Most of the loans and advances comprise working capital which is reprised on a periodical basis, whereas the majority of deposits are reprised retrospectively on a six monthly basis due to the profit and loss sharing system for determining deposit rates. The shares of UBL will be listed on the KSE, the LSE and the ISE and the shareholders of the Bank will be able to sell or buy shares only through the Members of the KSE, the LSE, and the ISE subsequent to the Offer for Sale. Price of shares will depend on the stock market behavior and performance of the Bank. Hence, price may rise or fall and result in increase or decrease in the value of shares to any extent. The investors may like to consult their legal advisors,

22

financial advisors or stockbrokers to understand the nature of investment, if they desire so, before making the investment. Changes in the regulatory framework may have an effect on the profitability of UBL. Given UBLs extensive investment in government securities and cash holdings, it is unlikely that this will impact UBLs profitability.

SECTION- 3
Consumer Banking
You as an individual can gain and benefit the most through UBL Consumer Banking. In UBL you get friendly, efficient and attentive personalized banking services - a unique banking relationship experienced by each UBL client. You can utilize the following services.

UBL Address

23

Owning a house of your very own is a cherished dream. A lot of planning and hard work is involved in making this dream come true. That is why, at UBL we aim to make your decision easier, by offering you the right ingredients that can help you realize your dream with absolute convenience. UBL Address empowers you to become the proud owner of a home by offering a variety of product and pricing options that are flexible yet affordable. So choose the best product option and pricing to suit your needs. All product options are amortized and range over a tenor of 3-20 years.

Buying a home

Why rent when you can buy? Buying a home of your choice has never been so easy. With a maximum financing limit of 80% you can easily buy a house or apartment that best fits your requirements. So go ahead and start the search for your dream home because with easy and affordable installments you need not think of renting a house when you have hot UBL Address.

UBL Business Line

UBL Businesslin a complete solution to all your Business Financing needs. With UBL Business Financing facility, you can now take your business to greater and newer heights, and achieve the level of success that you truly deserve. UBL Businessline is a running Finance facility that not only provides funds for growth but also enables you to capitalize on profitable opportunities. With UBL Businessline, now you will surely say. Ab Hui Kamiyaabi Meri Manzill. Now, UBL Businessline credit line is here to solve all your cash flow problems. You can

24

utilize up to Rs.10 million with the help of which you now focus on your business expansion and growth.

UBL Cash line

UBL Cashline is a flexible loan that provides you cash up to Rs.500,000 without any security requirements. It empowers you to take control of your finance. UBL Cashline is aimed to make your life easierZINDAGEE ASAAN. Whether you are a salaried individual or a businessman, UBL Cash line takes care of your cash requirements.

UBL Credit Card

Welcome to the world of UBL Credit Cards the most exciting and vibrant credit card brand in Pakistan. We offer you a range of innovative and exciting cards that is not only powered by the security of chip but also enable you to personalize it any way you want

UBL Drive
Accelerate your life; Drive the way that suits you! UBL Drive is a unique auto financing product which offers you features, option and flexibility unmatched by any other bank, because at UBL, You come firs t.

25

New Car Financing

UBL Drive allows you to drive away in your own car by making a down payment of just 15% and to top that with low monthly installments.

Used Car Financing

With UBL Drive you can buy favorite used car (up to 5 years old) at the most affordable rates.

Cash Your Car

UBL Drive is not a car loan; its financing facility that gives you Cash on your car, you can get up to 75% of your car value.

UBL Money
UBL money, the personal installment loan from UBL provides you with power, Control convenience and the flexibility to manage your financial requirements and realize on your dreams. Its about buying new furniture or marriage expenses, financing the education of your child or enjoying vacations abroad! UBL Money caters your needs handsomely. You can borrow any sum between 50,000 to 500,000 (PKR) and payoff up till 5 years. We know what you need at what time. Just give us the opportunity and let us serve you best.

26

Other Services:
UBL Net Banking UBL e-statement Hamrah UBL Wallet

UBL Net Banking:

UBL Net Banking is an internet banking portal offering a simple, convenient and secure method of accessing bank accounts on the internet. Its never being so easy to access and manage your finances in a secure real-time, online environment

UBL e-statement:
UBL is pleased to announce the launch of the UBL e-statement facility which it easier for you to get your statement of accounts and automated transactional debit/credit alerts right into you inbox.

Hamrah:
UBL has always been adding the forefront in identifying and meeting the financial needs of its valued customers. UBL was a pioneers an introducing Rupee Travelers Cheque facility in Pakistan, as early as 1971. In continuation of the same tradition, UBL in the shape of, HAMRAH Rupee Travellers Cheque enhances this facility for the convenience of its valued customers by offering denomination up to Rupees 10,000. UBL has a 24 hours customers help-line, providing its customers with round the clock tele-verification of HAMRAH Rupee Travellers Cheques.

UBL Wallet:

27

UBL Wallet VISA as your debit card, you can shop all you want, eat all you can or fill up car tank without carrying any cash.

Commercial Banking
To stand tall among the worlds leading banks, UBL has developed a YOU attitude to understand its customers well. When you talk, we speak for you. For small and middle size investors, UBL has so much to offer, so much to deliver. You live the way you want; we will always be shadowing you. Walk in to any nearest branch of UBL, enter the world class bank and let us serve you with what you need.

Small Business Scheme

Under the Small Business Scheme, UBL is providing loans on easy terms to those who wish to set up their own small-scale business. This scheme is aimed at spreading prosperity in the country by reducing unemployment. As more and more people start their own industrial units, the country will move steadily towards economic self-reliance.

28

Investment and Saving Accounts:

At UBL, we offer you the most beneficial and secured financial investment and saving options. You can choose from the following list of accounts anything that serve your needs best. UBL Basic Banking Account Exempted from Minimum Balance charges, UBL BBA holders can carry out two deposits and two withdrawals each month as per the bank policy. Through 24hrs ATM services, they can carry out transactions as and when desired, staying in the daily withdrawal limit. UBL Business Partner (Current Account) For our regular customers, we offer the ultimate option, UBL Business Partner (Current Account). With unlimited deposits and withdrawals, we offer you convenience of UBL netbanking, UBL Wallet, UBL Orion and other exciting consumer products. Customers are liable to maintain minimum balance of Rs. 10000 to avoid the minimum balance charges until and unless they are exempted from it. Remember! We are not just a business; we are your caretakers; we know what you need. PLS UniSaver Let your savings earn you bucks. PLS UniSaver offers you semi annually profit disbursement with profit being calculated upon average monthly balance. PLS UniSaver Plus Big amounts earn you big; but with PLS UniSaver Plus, we make it bigger for you. With deposits starting from Rs. 25 million, we offer 5.00% but more you put in, more profit rate will we offer.

29

Avg Balance per month Rs. 25 million Rs. 25 million to Rs. 100 million Rs. 100 million to Rs. 250 million Rs. 250 million to Rs. 500 million Above Rs. 500 million

Profit Rate* 5.00% 5.10% 5.20% 5.30% 5.50%

* Profit rates are for the month of July only

30

UBL Rupee Transaction Account (PLS Saving) Have your money box at UBL! Put in your savings and let us earn you 5% p.a. over your daily savings. UBL UniFlex Have couple of thousands spare? Come invest in our UBL UniFlex Accounts, we will make you earn handsome.

Amount 1000-50000 50001-100000 100001-200000

Profit Rate 7.0% 7.25% 7.5%

With UBL UniFlex, we serve you with fix profit rates at maturity. E-Transaction (Current Account) In the era of glooming computerization, even Chicago, Tokyo, Sydney, all are seconds away from you. Internet has turned distance into time, and we have turned your account into a shear pleasure. Now sitting at home, or at office or anywhere in the world, we offer you a wide spectrum of world-class electronic services and banking products each time you log in. Use your account like a regular account plus use the premium Internet & Mobile banking services for Instant Fund Transfers, Instant Shopping, Instant Bill payments, Instant Mobile top ups, Alerts, Statements and much more. You love surfing, come surf with UBL. UBL Profit COD Make fix investment with us, choose your profit option, and we will serve you the best rates in Pakistan. What if you earn at 16.25% p.a. Stop imagining, come invest in our Certificates of Deposit! At maturity, we offer you the following rates:

31

Deposit Tiers & Products Jul 1 Jul 31, 2008 3 months 6 months 1 year 2 years 3 years 4 years 5 years 6 years 7 years 8 years 9 years 10 years 8.25% 8.50% 9.50% 11.50% 12.75% 13.25% 13.75% 14.25% 14.75% 15.25% 15.75% 16.25%

32

Complementary Services

Insurance Certificate
UBL not only cares about you, we care about those too who are dependent upon you. So UBL now offers enhanced Free Accidental and Disability Insurance Certificate coverage to all existing and new account holders.

Closing Balance at month end (PKR) 1 10,000 10,001 100,000 100,001 500,000 500,001 and above * Terms and conditions apply

Insurance Limit (PKR)* 100,000 250,000 500,000 1,000,000

UBL Wallet VISA

33

Imagine you are shopping in a big mall and you are ever so watchful about your cash in your wallet. Every time you shop, you're in a mess! Let UBL Wallet Visa ease your shopping. Shop around and pay your expenses directly from your account through UBL Wallet. Not only can this, individuals and sole proprietors, through more than 925 ATM machines, debit their accounts as many times as they want. You can choose according to your need. We offer

Card Type

Annual fee (Rs.) Primary Supplementary ATM Withdrawal

Daily Limits (Rs.) Debit Card Funds Transfer Spend 100,000 50,000 Funds Transfer
banks) (From UBL to UBL) (From UBL to other

Gold Silver

500 300

250 150

40,000 20,000

250,000 250,000

250,000 250,000

Moreover, the convenience and excitement of Internet Shopping is also available at UBL Wallet VISA ATM/ Debit Card. So surf around and feel free to shop. We are here to help you pay miles away.

UBL Orion
Buy W100! (Message tone) Dear customer your voucher # is 1456894525796324 Thank you for using Orion Your finger tips might have not been that powerful before. Just type in commands and at your ease, buy mobile cards and pay your utility bills. With UBL Orion Mobile Wallet, running around for mobile cards and queuing to pay your utility Bills is no longer a part of your life. Live your life at your finger tips.

UBL Net banking

34

UBL is very much determinant to make banking as you will. How about being in office, or on your way, at home or at anywhere in the world but still connected to your account! Through UBL NetBanking, Access your accounts any time, pay anyone you want, pay your bills, buy vouchers you need and get account alerts, all integrated with one of the best security systems in the world.

Humrah

Humrah is your secured cash, something thats safe anywhere and accepted everywhere. Offered in the denominations of 10,000 and 5,000, "Hamrah" Rupee Travelers Cheques are the ideal and safest way of carrying cash when travelling anywhere in Pakistan. Let it be business; property; trade or personal needs; we make you have the most convenient option. Moreover, Humrah RTC's are now accepted at more than 2000 places such as hotels, shops, real estate agents, jewelers, car dealers, etc and of course at all our UBL branches.

UBL e-statement:

During your busy hours, you dont have to bother about visiting us to get your account statement. Neither theres a risk of anyone else knowing your account details. Subscribe today, free of cost to UBL e-statement facility and let us share details with you daily, weekly, monthly, quarter or semi-annually. Get debit/credit alerts and know as soon as you get money or pay off.

My Learning
Standing on the forth floor of UBL Lahore Regional head office, I heard the good news of me having a six week opportunity to interact with a world class bank. All these six weeks were full of events, full of learning and most importantly full of professional 35

working. Here 'professional' regards in all from clerical to managerial work. In these six weeks period, the best thing to me was the authority and dependency of customers upon me, when they come with a hope that I'm there to guide them through. Knowing all is not learning, the real learning is to convey right. I tried to learn real, see real UBL, and tried to comprehend the difference between what we look from outside and what is going on inside. UBL is full of experienced and professional traditional bankers. As it perfectly suit the environment we are operating in, you attitude has helped UBL in capturing masses. In the private sector, no doubt its a fast growing bank, but here's something that's still unrealistic to the policy makers. The line of unsatisfied customers is increasing, not because we are not serving well, it's because customers are not understanding the YOU attitude right. Every customer wants to make sure his work is done at the first convenience, but they are not concerned about the responsibility with which every employee is working. We need to put in some guidelines for our customers, as they walk in. This will not only save their time but will also motivate staff members to work more promptly, because if customer and employee engage into some unhealthy quarrel, the whole environment will be disturbed. Back to my real learning. In my six week internship, I worked in customer service department, as well as in clearing department. Because of some work load, I was unable to learn much about other cash and accounting department. Here is my count down learning of six weeks.

Account Opening
Penning down information and keying it into the system does seem a simple and tedious job but it is not. My initial five days at customer service department was the liveliest experience of my internship. Though physically I was there just to assist the

36

account opening officer, but it turned out to be much more for me. That is when I first actually imitated as a presenter of UBL to customers, when to many people, I'm their hope. UBL offers a variety of options for anyone; to everyone. You are an investor, regular businessman, middle man, salaried person or a house wife; UBL serve you in every way it can through its commendable and reliable services, because at UBL, YOU come first. Working at Customer Service Department, I did counter with different types of customer and opened their accounts under the supervision of the officer. When you have the sole responsibility to open the accounts, it's always very important to understand the needs of your customer. Understanding the psyche of customer is very important. Until and unless you're completely satisfied that the customer has genuine reason and need to open the account, don't do so. Account Opening Form: In all the documentation within the bank, clearness and tidiness are the major features. Over writing and cutting should always be avoided as it may lead to any misinterpretation. Account Opening Form is the most important documentation when a customer walks in for commercial banking and wants to develop a relationship with us. In AOF, all the necessary information should be completely scrutinized before the customer walks back. Now lets look at some of the salient requirements of AOF and their importance. Currency and Type of Account It offers you all the eight different types of accounts mentioned before. First understand why the customer is here and what type of account suits him a lot. Scale down all the options suiting his investment or requirement and help him choose what is best for him. Outline all the salient features of that particular account to him and make him tick the best box. Mark the currency box if the customer wishes to deposit in currency, in case, other than PKR.

37

Nature of Account Understand and choose the desired nature of account. Individual Account (Single/Joint) determines if the account is personal or joint. Once again understand your customer here. Illiterate and gullible customers should better opt for joint account for their own security. Particulars of Account First of all the title of account is entered by which it will be called off. Following is the Key/Secret Word of six characters which is mostly preferred to be mothers name because its simple unforgettable. Key word is used to verify the customer on phone or while other subsequent inquiries. Next comes the mailing address; where the bank should mail anything it has to. Next is the permanent address of the customer which should be copied from the CNIC of the customer. E-mail address is mandatory for Net banking and e-statement facility whereas Mobile number for mobile banking. Lastly its your choice to hold your statements for collection or mail it to you. *Here make sure mandatory fields are entered and any valid contact number must be provided.

Personal Information Following portion summarizes social with standing of a person. Applicants name, Fathers or husbands name, gender, marital status, Date of birth, nationality, country of residence and identification source and its number should be enter. Make sure the source of identification is not expired. Enter NTN if available. Know the occupation of the applicant and check the respected box. In case there is more than one account applicant, fill in all the above mentioned information for other applicant as well.

38

*Its a good practice to ask for the original identification source of the customer and pen down the number and expiry date directly from it. Next of Kin In case if the account holder is somehow not contacted, this portion provides information of the person who should be contacted instead. Persons name, relationship, address and Telephone number should be provided. Business Account determines that the party has its own entity under which the account will be supervised. Match the respected category and check the box. Particulars of Account Here the information about the business is filled in. Title of account, company/business name, and nature of business, office/mailing address, head office /registered address, office email and NTN are mandatory information required for business account. CNIC is required in case of sole proprietor ship and information of few persons are required who can be contacted in case of companies. Here we need to know that who will be operating the company accounts. Additional Information Existing relationship with UBL In case if the customer already has some relationship with UBL, it should be mentioned here. This is just in case to formally know and cross check the customers provided information. Existing relationship with other banks This is to know what relationship the customer has with other banks, if any. UBL Wallet ATM/Debit Card

39

Here first define your customer what ATM card is, what are its features and what is the difference between its different options. Enter the name of the customer in Name on card field. Then is the option of supplementary ATM card. A customer can issue up to 9 supplementary cards. If supplementary card is required, a UBL Wallet VISA card requisition form is filled in which details about supplementary card holders is penned. Zakat Deduction (only on PLS A/C) PLS account holders can directly pay Zakat from their accounts, if they are willing to. Other UBL Products Account holders can opt for UBL Netbanking, UBL Orion, Credit card, Personal loan, Car Financing, Mortgage and Business Finance. Operating Instructions This identifies the signing authority of the account. It can be operated singly, either or survivor, jointly, mandate or by any other in special cases. Statement of Accounts This specifies how early the account statement is required. It can be daily, weekly, monthly, quarterly or semi annually. Customers can choose Mail or e Statement or both. Special Instructions Special instructions, if any, are registered here. It usually certifies further the operating instructions of the account. Account referred by Detail of person referring the customer is entered here.

40

Terms and Conditions These terms and conditions outline the policy of bank about its accounts regulations. Abidance by state bank laws and banks policy is compulsory and customers signature at the end of the statement is his abidance by the law Indemnity and Undertaking Here the customer agree by the bank policies and agree to its terms. Applicants sign the undertaking and officially agree to be a part of UBL. *As an account opening officer, you must enclose all the signatures and should verify them. Every cutting on the AOF should be verified by customer's signature, and officer should verify the customer's signature.

For Bank Use Only Special Category of Account If the account is of minor, UBL staff, Illiterate, Blind or Registered Alien, it should be checked respectively. Passport size Photographs are required in this case and customer can only make the transaction personally. Make sure signatures are not too simple or shaky. If so, again passport size photographs may be required and transactions can only be made personally for customer's own security. Service Charges This is the minimum balance penalty which is applicable to all except students, mustahiqueen of zakat and government employees' salary or pension purpose accounts Know You Customer Here's an assessment that the account opening officer do in order to understand some aspects of the new customer relationship.

41

Individual Account The customer is marked as walk in, marketed or a referral; he/she is a public figure or not. Moreover what will be the customer's sources of funds. What would be the usual mode of transaction and what would be the intentions of account with UBL. Who will be the ultimate beneficiary and what is the approximate value of transaction per month. Business Account The customer is marked as a walk in, marketed or referred customer. Name of parent and other companies are entered. Geographical area of activity is mentioned. How the business earn is mentioned to know the business type. Then similarly mode of transaction, ultimate beneficiary, initial deposit and approximate maximum value of transaction per month is recorded. *Finally after fulfilling all the necessary requirements, the officer here by recommend to open the account of the customer. Documentation to be obtained Individuals Photocopy of CNIC/Alien Registration No./ passport Photocopy of service card/employment card/student card Sole Proprietorship As above and NTN/Sales Tax Registration Certificate Application to open account on sole proprietorship letter head Rubber stamp of sole proprietorship to be affixed on AOF and SSC. Partnership Photocopy of CNIC of all partners

42

Application to open account on partnership letter head signed by all partners Attested copy of Partnership deed Copy of Registration certificate with Registrar of Firms Authority letter in favor of person responsible to operate the account. Rubber stamp of partnership to be affixed on AOF and SSC. Joint Stock Companies Certified copies of: Resolution of BoDs for opening of account and certifying the person responsible to operate it Memorandum and Article of Association Certificate of Incorporation and Commencement of business CNIC of all the directors NTN/Sales Tax Registration Certificate Rubber stamp of Company to be affixed on all documentation Clubs, Societies and Associations Certified copies of: Certificate of registration By-Laws/Rules and Regulations Resolution of governing body to open an account, certifying the person responsible to operate it. NTN/Sales Tax Registration Certificate Rubber stamp of Company to be affixed on all documentation Agent Accounts Certified copy of 'Power of Attorney' Photocopy of CNIC Trust Accounts

43

Photocopy of Certificate of Registration Photocopy of CNIC of all trusties Certified copy of instrument of trust Executors and Administrators Photocopy of CNIC of Executor/Administrator Certified copy of Letter of Administration or Probate Specimen Signature Card (SSC) Whenever a customer visit us to make a transaction, we cannot all the time verify his signature by AOF. For this purpose SSC is signed and then scanned into the system. So whenever the signature requires verification, it can be done through systems next to employees. SSC comprises of Branch code, A/C No., date, customer's name, special instructions and two signatures. Cheque Book Requisition Form At the opening of account, this form is filled, identifying the account number, number of leaves and whether to hold cheque book for collection or to mail it.

Letter of thanks A letter of thanks is dispatched to the mailing address of the new account holder and its copy is attached to the AOF. Actually this letter of thanks is for the confirmation of this fact that customer actually lives at the mentioned address.

44

Clearing of Cheques

Outward Clearing My experience at McLeod Road branch started from the clearing department. Right in the morning cheques collected from the drop box simply flood over my table. According to all I learnt through listening, viewing and questioning is summarized below. Documentation of Consumer Cheques: All the cheques collected are first categorized into o Credit Cards o Auto Loans o Personal Loans o Cash Line Having categorized, firstly loan number of each cheque is verified. For the verification of the prescribed loan number, following ledgers are credited Credit Cards Personal Loans Auto Loans Cash Line G3540223 G3540627 G3540601 G5610014 (Head Office)

Verified cheques are then validated before being documented into the drop box collection sheet for our daily drop box collections record. To anticipate the approval of cheques, we need to validate some important specifications of all the cheques. They are:

45

Date: Cheque should not be post dated or out of date. Figures: Amount in words and figures should match. Signature: Drawers signature must be clear. Intercity: Cheques must not be of other cities. Intercity clearing cheques for consumer departments are not entertained Payees Name: Payees name should be written, and endorsement should be as per the beneficiary of the cheque. There should be no over writing in every thing penned.

All the filtered cheques are then entered into the collection sheet in which following information is entered. Cheque No. Name of bank Name of Customer Loan No. Amount Document No.

All the documented consumer cheques are then posted into the system. Posting of the Consumer Cheques For clearing, we opt for second option in Banking category, and after entering the posting date, clearing date and transfer delivery date, we opt for single entry option. Now all the cheques are credited in the clearing schedule in their prescribed ledgers. Credit Cards Personal Loans G3540223 G3540627

46

Auto Loans Cash Line

G3540601 G3590991 (Miscellaneous)

Credit Cards Cheques: G3540223 During the posting, following fields are keyed in Debit/Credit Account Number Bank Branch Credit Card Number Cheque Number Amount Personal Loans Cheques: G3540627 During the posting, following fields are keyed in Debit/Credit Account Number Bank Branch Transaction Type (Loan Repayment) Personal Loan Number Cheque Number Amount Auto Loans Cheques: G3540601 During the posting, following fields are keyed in Debit/Credit Account Number

47

Bank Branch Transaction Type (Loan Repayment) Auto Loan Number Cheque Number Amount Cash Line Cheques: G3590991 (Miscellaneous) During the posting, following fields are keyed in Debit/Credit Account Number Bank Branch Cheque Number Amount Cash Line Cheques are posted into Miscellaneous Sundry account when they are forwarded for clearing and, on clearance; they are transferred to head office (G5610014; Tr # 60) where all those cheques are credited to their respective accounts. Customer Accounts: During the posting, following fields are keyed in Debit/Credit Account Number Bank Branch

48

Cheque Number Amount After entering the details into the system, we can accept, modify and reject it. As soon as entry is accepted, computer generated document number is assigned. * In case further modification is required, it can be done at clearing modification option under clearing schedule. Following the completion of posting of cheques, an add list is prepared to calculate the total amount of cheques which is further cross-checked with the clearing display on the system. Stamps in each case is as follows

Types of cheques Local - Consumer Local Commercial Intercity

Stamps over cheques

Endorsement Received Payment Payee's Account Credited Payee's Account will be Credited upon realization. Payee's Account will be Credited upon realization.

Crossing Clearing Crossing Clearing Crossing Clearing Intercity Clearing Crossing OBC Number

OBC

Cleared Cheques Now the next day when clearing is confirmed by NIFT, respected accounts are debited. We go into the banking option and in transfer; we debit all the respected accounts. Same is the case with intercity and OBC cheques.

49

In documentation, debit and credit vouchers are made, which show total amount of clearing as per day. Returned Cheques All the cheques which are returned, due to any reason, are then reversed. They are debited back in the clearing schedule. All the returned cheques are documented in the cheque return registers and all the account holders of returned cheques are charged with service penalty. *All the vouchers are signed by the designated officer and all the entries over 50,000 are supervised

50

Remittances

Demand Draft DDs are always a secure way of paying remittances in other cities. Both account holders and walk in customers can avail the facility of DDs. Charges tend to differ for both customers but the advantage tend to be same. DDs are made in the favour of beneficiary and remitter either pays in cash or through cheque. Charges for DDs are

Up to Rs. 100,000/Over Rs. 100,000/Issuance of duplicate DD

0.10%, Min Rs. 100 for A/C holders 0.20%, Min Rs. 200 for Non A/C holders 0.05%, Min Rs. 150 for A/C holders 0.15%, Min Rs. 250 for Non A/.C holders Rs. 150 for A/C holders Rs. 250 for Non A/.C holders

When DDs are issued, head office account are debited and remitters account is credited, on presentation, head office account is credited and beneficiary's account is debited. Pay Order POs are another safe way of paying your remittances within the city. They are payable at any branch and then are forwarded for clearing. There charges are

Issuance of PO Cancellation of PO Issuance of duplicate PO

Rs. 75 for A/C holders Rs. 250 for Non A/C holders Rs. 75 for A/C holders Rs. 250 for Non A/.C holders Rs. 150 for A/C holders Rs. 300 for Non A/.C holders 51

In case of PO, remitter account is credited and PO A/C of branch is debited. At presentation, Beneficiary is debited and PO A/C of branch is credited. Uni Remote Uni Remote is the online facility of depositing cash to any account in UBL. With on-line banking, you are connected to the complete network of UBL all over Pakistan. Uni Remote charges are Rs. 200 for cash withdrawal and Rs. 100 for cash deposit. Security Deposit Receipts (SDR) Security deposit Receipts are your safe way of making payments. Not only its free of cost for A/C holders, it also offers you the best liquidity solution as the cash continues to be with you until and unless your deal gets final and you pay off. In case of cancellation, it's also free of cost for A/C holders and their amount is returned to their normal account balance. *for non A/C holders, Rs. 250 is charged. Duplicate fee is Rs. 250 (flat)

RECOMMENDATIONS & SUGGESTIONS

Recommendations and suggestions are considered to be the most important part of an internship report, without which no report is considered complete and meaningful. This part of the report is based on the previous sections i.e. review and analysis. Moreover, for

52

bringing suggestions, discussions have been conducted with the staff of UBL officers, who not only provided the basis for recommendations and suggestions but also pointed out some areas, where the change for the development is utmost important. Realizing the importance of this section, efforts have been made to give feasible recommendations, which are categorized under the following headings. During my internship at the UBL I find out week areas that require improvements for long-term benefit of the organization. These suggestions and recommendation are as follows. The behavior with the customers should be improved. There is a great need of proper training of employees. Because when ever they were asked about the latest banking the answer was sorry we dont know. Like the other reputed commercial banks UBL should recruited some officers especially from the fresh MBAs and M.Com students. Doing so, the more talented persons would enter in the management and they will try to make the National Bank compatible with the other banks. All the branches must be fully equipped. The behavior with the customer should be improved. Try to establish effective communication between top-level management and executive. Also do marketing through internet Effective training and qualified, dutiful and vigilant inspection teams are inducted per force in all the banks. . This branch is not doing many functions to open the L/C and to deal in export and import facilities. So bank should hire export staff for such type of activities and start them in the branch.

53

BIBLIOGRAPHY
Aswathpa, K, (2003) Human Resource and Personnel Management: New Delhi: Tata McGraw Hill Gibson, Charles H, (2002), 7th. Ed., Financial Statement Analysis, Prentice Hall International Corporation. Meenai, S A, (1999) Money & Banking in Pakistan, Karachi: the Elahis Book Corporation. Siddiqui, A H, (1998), 6th Edition. Practice and law of banking in Pakistan, Royal Book Company, Karachi. UBL (1999). Credit Manual. Karachi. UBL (2000). Deposit Manual. Karachi. UBL. (2002 2003). Annual Report. Karachi. Van Horne, J. C & J.M Wachowicz, (1998), 10th Edition. Fundamentals of Financial Management. New York, Prentice Hall International Corporation. http/. www.ubl.com.pk

54

APPENDEX

55