Internship at Prime Commercial Bank, Nepal.

Kathmandu University School of Management

Kathmandu College of Management

Internship Report

As part of the requirement for BBA Program

Course Code: RIS 401

Internship Employer

Prime Commercial Bank Ltd., New Baneshwor Branch

New Baneshwor, Kathmandu

Intern

Kushal Sundar Shrestha,

Date: 27 July 2009.

SIGNATURE PAGE

I/We certify that I/We have read this Internship report. In my/our opinion, it is satisfactory in scope and quality as a project in partial fulfillment for the undergraduate course of ‘Internship’ held at the Kathmandu College of Management.

Comments _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ ___________________________________ _____________________ (Project Evaluator)

COPYRIGHT © 2009

All rights reserved by the authors. No part of this report may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical,

photocopying, recoding, or otherwise, without the prior written permission from the author.

Date: July 27, 2009

Kathmandu College of Management (Affiliated to Kathmandu University)

DISCLAIMER

The author of the report is not responsible or liable legally, or by any other means against the result of the report. Any consequent decision based on this report shall not make the author responsible.

The view expressed in this report is as per the finding and research undertaken. These do not reflect the single rule of thumb nor is endorsed by the College.

However, every precaution has been taken to make the repot outstanding and correct. The author assumes no responsibility for error or omission.

DECLARATION

I, the undersigned declare that this project entitled is a result of my own study/ research carried out in the year 2009. It has not been previously submitted to any other university or any other examination (s).

Signature

_______________ Kushal Sundar Shrestha BBA (2005-2009)

Kathmandu College of Management

ACKNOWLEDGEMENT

I would like to express sincere gratitude towards Mr. Sanjeev Manandhar (General Manager) at Prime Commercial Bank Ltd., New Baneshwor who gave me the opportunity to work in the Bank.

I would also like to forward my gratitude towards Mr. Geha Ranjan Joshi, (Relationship Manager), Mrs. Anupa Joshi (Customer Service Department), to Mrs. Kiran Siwakoti (Teller Department), Mrs. Pratikshya K.C (Assistant) Customer

Service Department, Mr. Bikrant Rana (Assistant) Loan Department who guided me, throughout my Internship program.

My special thanks go to Ms. Sajana Shrestha (Personal Relationship Manager) who guided me for Deposit Marketing. I gratify towards Prime Commercial Bank Ltd. And all the members of the organization for their kind support.

At my successful completion of the internship, I would like to thank Mr. Amit Bajracharya, (Loan Department) Head Office for instructing me and providing the essential material for making this report. Likewise I am also thankful to Mr. Lakhpa Gelu Sherpa (Internship Coordinator) KCM and Mr. Arun Bajracharya (Undergraduate Coordinator) KU for their valuable suggestion and concepts.

My sincere thanks go to Mr. Sujan Karki and Mr. Sarthak Karki, BBA Graduates of KCM for their motivation, support and valuable suggestion from time to time.

Lastly, I would also like to thank Mr. Bishnu Raj Adhikari, Principal, KCM and Mr. Vinay Sharma, Director, KCM for guiding and helping me in each and every stage of the BBA course and the Internship Study and all the faculty members at KCM without whose help this report would not have been possible.

Sincerely,

Kushal Sundar Shrestha

Executive Summary

Prime Commercial Bank is the Nepal 21st _{commercial bank; with a vision of touching the}

life of each and every individuals and organizations by providing quality banking services at a competitive pricing. PCBL was registered in the Office of the Company Registrar Kathmandu under the Ministry of Industry, Commerce and Supply, on 2064/04/01 B.S. in accordance with the Company Act 2063 of Nepal.

The bank is concerned with rendering quick and prompt banking services to the customers, to make a qualitative lending in the Nepalese market to support all kinds of businesses including personal needs of the Nepalese citizens. There are around one hundred and seventy staff members, who are working for PCBL. The bank focuses on providing customer service and extends personalized service to gain confidence of the customers who are still deprived of basic banking service. Throughout my Internship tenure, I had worked under Customer Service Department and Deposit Marketing at New Baneshwor Branch.

I choose to perform my internship at banking industry to better understand the role of banks in the economy. Through the environment analysis, banking industry is only one of the major industries, which is able to place as a strong investment sector despite of large competitor base. If we look after the current scenario and market then, about the banking scenario of Nepal there are all together around twenty five, commercial bank in Nepal, were all these commercial banks are running on profit compared to other industries such as textile, carpets, tire industry. Despite of the fact, that Nepal is developing nation with primitive market structure, every commercial bank are capable of turning profit out of every activities that they make.

Internship at PCBL has been one of the most significant internship experience that I have ever has, as this internship opportunity has helped me to analyze my internal strength and weakness and developed me professionally. With continuous hard work and effort, from Deposit marketing I was able to develop clients base of 118 accounts and deposit base of Rs1.29 million, within ten weeks period. This experience taught me importance of personal relationship and consequently, helped to develop interpersonal relationship skills.

SIGNATURE PAGE COPYRIGHT DISCLAIMER ACKNOWLEDGEMENT EXECUTIVE SUMMARY TABLE OF CONTENTS LIST OF TABLES LIST OF FIGURES LIST OF ACRONYMS

Part One

Operational Duty

3. Introduction of the Prime Commercial Bank Limited

Section II

1. Roles and Jobs performed in Internship

2. Projects carried out during internship period

Section III

1. Roles of departmental heads and intern’s supervisors

2. Lessons learned from co-workers

Section IV

1. Initial and end expectations/perceptions

2. Skills and knowledge acquired in internship

3. Impact of skills and knowledge in intern’s future decision making

Part Two

Specific Assignment undertaken

Section I

1. Brief background of the Deposit Marketing Assignment.

2. Objectives of the Deposit Marketing.

3. Scope of the Deposit Marketing.

Section II

1. Review of related Literature

Section III

1. Conceptual framework

Section IV

1. The methodology and procedures Deposit Marketing

Section V

1. Observation of the Project

Section VI

1. Conclusions of Deposit Marketing

Reflections

Conclusion

Bibliography

Appendix I

Appendix II

Appendix III

List of Tables

1.

Table 1: Internship Objectives

2.

Table 2: Development of Banking in Nepal

Table 3: Capital Structure

4.

Table 4: Board of Directors

5.

Table 5: Bank Products and Services

6.

Table 6: Role of PCBL to Nepalese Economy

7.

Table 7: Competitor Analysis in terms of Current Position

8.

Table 8: Competitor Analysis in terms of Products and Service Offered

Table 9: Strength and Weakness

10.

Table 10: Learning Experience

11.

Table 11: Skills Acquired at Internship

12.

Table 12: Skills required for Deposit Marketing

Table 13: Numbers and Types of Financial in Nepal

Table 14: About Commercial Bank of Nepal

17.

Table 17: Composition of Deposit

18.

Table 18: Procedure of Deposit Marketing

Table 19: Observation in Deposit Marketing

1.

Figure 1: Capital Structure of the Bank

Figure 2: Board of Directors

3.

Figure 3: Organization Structure of Prime Commercial Bank Ltd.

Figure 4: Organizational Structure of PCBL, New Baneshwor Branch

Figure 5: Client Base Developed During Deposit Marketing

6.

Figure 6: Organization structure of PCBL, New Baneshwor Branch

List of Acronyms

PCBL: Prime Commercial Bank Limited. CSD: Customer Service Department.

NABIL: Nepal Arab Bank Limited. I.P.O: Initial Public Offering

MIS: Management Information System BOD: Board of Directors

PABSON: Private Association of Boarding Schools of Nepal CEO: Chief Executive Officer

AIC: Agriculture Inputs Corporations NOC: Nepal Oil Corporations

NIDC: Nepal Industrial Development Corporation

HR: Human Resource

FNCCI: Federation of Nepalese Chamber of Commerce and Industries GM: General Manager

FD: Fixed Deposit CA: Current Account

CC: Call Account

SSA: Staff Salary Account

OD: Over draft

PG: Prime Gold Saving Account PS: Prime Saving Account BOA: Bank of Asia

SCT: Smart Card Technology ATM: Automated Teller Machine DGM: Deputy General Manager

SWIFT: Society for Worldwide Interbank Financial Telecommunication GLD: Gold Loan Department

PGC: Prime Gold Certificate PGL: Prime Gold Loan

KCM: Kathmandu College of Management

VOITH: Vaidya Organization of International Trading House NRB: Nepal Rastriya Bank

MNC: Multi National Corporations LC: Letter of Credit

AL: Auto Loan

TQM: Total Quality Management

Part One

OPERATIONAL DUTY

SECTION I

Prime Commercial Bank Limited (PCBL) arrived at banking industry as the 21st Commercial Bank in the country with the mission of "Banking Service to Everyone". PCBL provides quality banking services, along with aim to touch the life of each and every individual customer. PCBL has highly focused on customized service and competitive pricing, to provide extended valued service at competitive pricing.

PCBL has developed marketing strategy, for being positioned as personal bank when customer hunts for financial service from a financial institution. The concept of PCBL emerged among the prominent business personnel and professionals from diversified area with a prime objective of providing 'Banking Services to Everyone' in the country, as they believes, large number of Nepalese population is still deprived of basic banking services. The bank, started its banking function, with two other new competitor banks, even though bank has proved its superiority and achievement larger than its competitors, in terms of market position, deposit, clients base. The bank has endeavored to position itself as technology savvy, for adjoining the customer’s requirement for customized service. PCBL is highly alarmed to experiment the concept of Total Quality Management and Kaizen, to enhance its service for more customer, along with vision to developing long term relationship.

PCBL products and services have been designed to cater requirements of the market, hence the bank is always ahead in experimenting new concepts of products, service, and constantly seeking opportunity to provide extended valued service to its customer to make difference in the banking industry of Nepal.

2.

Objectives and Goals of Internship

As per the Curriculum of Kathmandu University, I had a wonderful opportunity of getting a real life working experience in an organization, which would add value to me as a student.

Before starting my Internship at Prime Commercial Bank Limited, New Baneshwor branch, I had thoughtfully planned my objectives, and developed strategy to achieve it

during my internship tenure. Being student of Management, I have completed various courses, on understanding various managerial aspects; hence in order to experience those managerial aspects after understanding in the classes, an Internship experience was necessity. I have attached essay on my internship goal at the appendix II, which conveys brief idea about my internship goal.

I have developed certain internship objectives and expressed it in quantitative terms, which I expect to achieve at the end of my internship; these objects are explained as below.

Table 1: Internship Objectives

Internship Objectives

a. To gain experience on Deposit marketing in Door to Door Marketing and Personal Selling. b. To achieve institutional deposit of Rs.1 crore

(Rs. 10 millions) above.

c. To have client base more than 100 clients

d. To learn about Customer Service/ Relation Mgmt such as

i. Attending Customer.

ii. Managing Clients Information System. iii. Related Operations through Customer

Service Department.

a. To commit 40% of Internship time at learning above duty.

Achievement

These goals where achieve to a greater extent. I acknowledge that these objectives were achieved through my operations, time management, sincerity, personal efforts and hard work that I have devoted, during assigned internship period.

During this internship period, I bought total institutional deposit of Rs. 1.29 crores (Rs. 12.9 million) within ten weeks period of time through deposit marketing from total 118 clients both public and corporate clients.

At the same time, I learnt various operational work of customer service department, such as attending customer, managing clients’ information system and many more. Considerably, I was able to spend 40% of my internship period at Customer Service Department as, in order to conclude Deposit marketing in good quantitative figures as planned. Spending 60% of my time at Deposit Marketing and 40% of my time at Customer Service Department (CSD) is highly complementary with Deposit Marketing and Customer Service Department, in order to achieve targeted objective from deposit marketing. Prior to going for Deposit Marketing one needs to understand the Banks offered products and service, along with clients requirement and their nature. Customer Service Department also helped to track clients and develop personal relationship with clients. Synergy of Customer Service Department and Deposit Marketing has helped me to achieve above desire objective.

I believe this experience has added tremendous value in me in various aspects, which would help me in my future careers and higher studies.

1.

Introduction of the Prime Commercial Bank Limited.

Brief History of Banking in Nepal

The history of banking in Nepal dates back to the 14th _{Century. Milestones in}

Table 2: Development of Banking in Nepal 14th _{Century Introduction of "Tankadhari"}

1938 B.S. Establishment of "Tejarath Adda"

1994 B.S. Establishment of Nepal Bank Ltd.

2013 B.S. Establishment of Nepal Rastra Bank

2013 B.S. Industrial development centre

2016 B.S. Conversion of Industrial development center into Nepal Industrial Development Corporation. (NIDC)

2022 B.S Establishment of Rastriya Banijya Bank

2024 B.S. Establishment of Agricultural Development Bank.

2041B.S. Nepal Arab Bank Ltd. (NABIL Bank)

2042 B.S. Nepal Investment Bank Ltd.

2043 B.S. Nepal Grind lays Bank (Standard Chartered Bank)

2049 B.S. Himalayan Bank Ltd.

2064 B.S. Prime Commercial Bank Ltd.

Introduction

The Prime Commercial Bank Limited, the 21st _{commercial bank registered in the Office}

of Company Registrar Kathmandu under the Ministry of Industry, Commerce and Supply, on 2064/04/01 B.S. in accordance with the Company Act 2063 of Nepal. The bank got its certificate of commencement as financial institution of Class “A” on 2064/05/30 B.S. under the Nepal Rastra Bank Act 2058, Banking and Financial Institution Act 2063 and other applicable Acts of government of Nepal. The bank

commenced its operations as financial institution on 2064/06/07 B.S. corresponding English date September 24, 2007.

The Bank has been established by prominent business personnel and professionals from diversified areas with a prime objective of providing 'Banking Services to Everyone' in the country where still large number of population are deprived of Banking Services. The head office of the PCBL is situated in New Road Kathmandu and has 4 branches in the valley including the head office and three other branches outside the valley which makes a total of 7 branches at present, with new upcoming branches throughout the country.

PCBL, started its banking service to the public , with two other banks , where PCBL has successfully able to better position itself in the market, in compared to other banks, in short period of time.

CAPITAL STRUCTURE

The authorized capital of the bank is NPR 1500 million, of which 1000 million is the issued capital and the total paid up capital of the bank at present is 700 million. The promoter share constitute the major portion of the bank share which stands up to 70% of the total capital structure and remaining 30% will be held by the general public for which the bank launched I.P.O on May 24,2009. The Bank had the highest paid up capital from the promoters among all the commercial banks in the country at the time of its commencement.

Table: 3 Capital Structure

S. No PARTICULARS AMOUNT (NPR) 1 Authorized Capital 1500

2 Issued Capital 1000

3 Paid Up Capital 700

Figure 1: Capital Structure of the Bank

The above Figure 1 and Table 3 explain the Capital Structure of Prime Commercial Bank Limited.

BANK VISIONS

To position itself as a leading and well- established banking institution in its kind and establish it as 'Bank with Difference'.

MISSION

a. To make a qualitative lending in the Nepalese market to support all kinds of businesses including personal needs of the Nepalese citizens.

b. To render quick and prompt banking services to the customers.

c. To involve in aggressive marketing and business promotions to promote the banking products and awareness among the citizens where the country has large number of citizen who are still deprived from the banking services

d. To introduce new banking services and products.

f. To develop a good corporate governance and ensure adherence to the Central Bank Directives as well as prevailing rules and regulations;

g. To develop an effective internal control system, Management Information System (MIS) and compliance.

OBJECTIVE OF THE BANK

The main objectives of the bank in accordance with the Nepal Rastra Bank Act 2058, Banking and Financial Institution Act 2063 and Company Act 2063 of Nepal are as follows: -

a. To provide world class and reliable banking services provided safeguarding the interest of the shareholder and the depositors are taken care off.

b. To uplift the Nepalese Economy by investing in the agricultural, industrial, service, and other commercial sectors and providing the required financial assistance both from the internal and external sources.

c. Maximum utilization of available skills, labors and capital by setting up commercial activities both in rural and urban Nepal and assisting the government to manage these industries for poverty alleviation.

d. Acting as a financial intermediary and collecting the scattered funds around the economy and bring it into use for institutional investment purposes.

e. The bank will endeavor to establish itself as technology savvy, customer friendly and try to maintain good relationship with its customers.

VALUES

a. The bank focuses on customer service and extends personalized service to gain confidence of the customers;

b. The professional management team of the bank upholds a strong belief on team work to deliver extraordinary result to the organization;

BOARD OF DIRECTORS AND MANAGEMENT TEAM

The bank focuses more on leadership skills and working in teams capabilities in its management team. These two factors are considered as key success factors for any organization. The rising trend of globalization and recent management turnover in the leading bank of the world owing to recession has started demanding dedicated professionals and PCBL is no exception to it.

The management team should not only be able to compete domestically, but also have an international exposure as at present is 21st _{century world, with numerous opportunities to}

be exploited, as well as sustain the great degree of rising competition in the sector. PCBL management team comprises of experienced professionals with years of experiences in different commercial bank and other financial sector of the Nepal.

The management team of the bank is committed towards the uplift men of the bank in the height of success through customer satisfaction. The professionals comprising of present Boards of Directors (BOD’s) and the management teams are as follows

Board of Directors

Above table 4 explains about the brief background about the Board of Directors of Prime Commercial Bank Limited.

Structure of Board of Directors

NAME OF THE DIRECTOR

DESIGNATION EXPERIENCES

Mr. Narendra Bajracharya

Chairman • Past President Hotel Association of Nepal.

• Experience in the Banking sector for past 30 years.

Mr. Uttam Narayan Shrestha

Director • 32 years of experience in Agricultural Development Bank.

• General Manager in NIDC Capital Market for 2 years.

• General Manager Cottage and Handicraft Industry for 1 Year.

Mr. Rajendra Das Shrestha

Director • 30 years of experience in industry and trading house.

Mr. Shyam Bahadur Shrestha

Director • 4 years of experience in insurance companies

• 20 years of experience in Pharmaceutical Industry

Mr. Uday Mohan Shrestha

Director • 2 years of experience in Banking Sector

• 25 years of experience in Hotel Industry Mr. Umesh

Shrestha

Director • President for PABSON for 6 years

• 30 years of experience in educational institutions.

Figure 2: Board of Directors

Above figures shows the hierarchy of Board of Directors of Prime Commercial Bank Limited.

MANAGEMENT TEAM

Mr. Narayan Das Manandhar, Chief Executive Officer

Mr. Narayan Das Manandhar holds Master Degree in Commerce. He had his overseas studies on financial management in United Kingdom. He has achieved remarkable portfolio in his working career. He has altogether 34 years of working experience in various reputed Financial Institutions. He has utilized his skills and shared his knowledge as a Chief Executive Officer (CEO) in Lumbini Bank and Nepal Bangladesh Bank, and contributed valuable time at Rastriya Banijya Bank as an Executive Director. He has also worked as Deputy General Manager in Agriculture Development Bank Nepal. He has also shared his experience in Rice Export Company as General Manager, FAO project as Development Consultant, Rastriya Chamal Karkhana, Land Reform and Savings Corporation.

To his credit, he also had the experience of working as member of various committees constituted by the government of Nepal and also as Board of Director in various institutions Agriculture Inputs Corporation (AIC), Nepal Oil Corporation (NOC). He had attended to various international seminars conducted by various international agencies such as APO, FAO, UN, and the US Government.

Mr. Sanjeev Manandhar, General Manager

Mr. Sanjeev Manandhar is a young professional having academic background of Chartered Accountancy with graduation in science. He has gained 10 years of working experience in auditing, finance and banking field. He has worked, as a member of Management Team appointed jointly by World Bank and Central Bank for restructuring purpose, in the position of Chief Operating Officer and Chief of Main Branch Office in Rastriya Banijya Bank for four and half years. He has been a member of Board of Directors of Nepal Investment Bank Ltd and Nepal Industrial Development Corporation (NIDC) Capital Market. He has also worked as a Chief Internal Auditor of Nepal Indosuez Bank (a member of Credit Agricole Indosuez, France) which is presently a Nepal Investment Bank. He has also an experience as a Finance Manager in Nepal Telecommunication Corporation for two years and also shared his knowledge and skills as audit manager at CSC and Co (chartered accountant firm). He has gained experience as a lecturer in The Institute of Chartered Accountant of Nepal as well.

Mr. Moti Kaji Tuladhar, Deputy General Manager (Corporate)

Mr. Tuladhar holds an academic qualification of Master in Public Administration. He has shown his working proficiency in different financial institutions and other organizations. He has worked as Assistant General Manager in Global Bank Ltd. He has also worked as an Executive Manager in Bank of Kathmandu for 12 years and as Assistant Manager in Nabil Bank Ltd for 10 years. He has working experience in Indian Embassy for five years and in Hotel Soaltee Oberoi for 5 and half year as well.

Mr. Bhai Raja Tuladhar, Deputy General Manager (Operations)

Mr. Bhai Raja Tuladhar holds Master Degree in Business Administration and has gained 19 years of working experience in banking sector. He has working experience of 12 years as an Assistant Manager to Assistant General Manager, at Nepal Bangladesh Bank. He has also worked for 7 years in Agriculture Development Bank, as an Account Assistant to Branch Manager. He has received International Banking Course Training, conducted by State Bank of Pakistan and also attended various banking training programs and seminars.

Mr. Bhusan Shrestha, Head of Credit

Mr. Shrestha has an academic background of Master in Business Administration with specialization in Marketing Research. He has shared his knowledge and skills in different fields. He has worked for seven years in Nepal Investment Bank Ltd and was Deputy Head of Credit Department of that Bank. He has also worked as Teacher/ Accountant in Budhanilkantha Primary School, as a Marketing/ Sales Manager in Shrestha Pharmaceuticals.

Mr. Suresh Man Singh, Head of Marketing

Mr. Singh has completed Executive-Masters Degree in Business Administration. He has worked as Marketing and Operation Manager in Global Bank Ltd. He has also shared his knowledge & expertise in various Department/ Branches of Bank of Kathmandu viz. Branch Manager of Thamel , Nepalgunj & New Road Branch, as a Manager in Branch Development & Control, Personnel & Administration (Accounts additional) & Central Logistics (HR additional), as an Officer in operation department, as a Supervisor in remittance department of the same bank. He has also worked as an Assistant in export L/C & accounts department and as a Supervisor in Remittance department of Nabil Bank.

Mr. Sujan Pradhan, Head of Operations

Mr. Pradhan has an academic qualification of Master in Business Administration from Manila, Philippines. He has worked as a head of operations and also handled ATM Department in Nepal Investment Bank (Former Credit Agricole Indosuez Bank Ltd.). He holds remarkable working experience in Accounts Department, Foreign Exchange & Treasury Department at the same bank. He has taken various training programs of International Banking from Japan, International Trade from London and Foreign Exchange & Money Markets from Singapore.

Mrs. Anita Pradhan holds Master Degree in Business Administration. She has experience of handling various portfolios in different Financial Institutions. She worked as a branch Manager of Pulchwok Branch in Nepal Credit and Commerce Bank. She has worked as a Researcher and Analyst in NIDC Capital Market Ltd., as a Manager in Hisef finance Ltd. and as a Chief of Department in Marketing, Personnel/ General of Nepal Credit & Commerce Bank Ltd. She has collected various trainings in Presentation and Negotiation skill from British Council & FNCCI, Management of Finance Companies from MAC Consultants, Writing for managers from British Council, Corporate Financial Management by Higher Education Development Co-operatives Ltd., Fund Management from UTI Group of India, Project Appraisal from NRB Training Center, Mutual Fund Scheme and Financing from City Bank and other banking activities conducted by NRB.

Mr. Manoj Khadka, Head of Trade Finance

Mr. Manoj Khadka is a holder of Master degree in Business Administration. He has worked as an Officer-In-Charge of International Trade Department in Bank of Kathmandu Limited. He has also worked as a Branch Manager of Pokhara, New Road, and Thamel Branch of the same Bank. He has participated in training/workshop/seminars from International Trade Financing organized by MAC, International Banking organized by SCB, Trade Financing conducted by NRB, Leadership for Business Excellence by Institute of Banking Management, Pune (India), Enhancing Competitiveness through Total Quality Management by NGCCI, MAN, and NQPCN. He has enhanced his career by gaining additional working experiences as a lecturer from Pokhara College of Technology, conducted various in-house training programs on Import & Export LC, Local & International Guarantees, Banking operations at Bank of Kathmandu.

Organizational Structure of Prime Commercial Bank Limited

Figure 3: Organization Structure of Prime Commercial Bank Ltd.

The above figure explains the organization structure of Prime Commercial Bank Limited.

Organizational Structure of Prime Commercial Bank, New Baneshwor

Branch

Figure 4: Organizational Structure of PCBL, New Baneshwor Branch

The above figure 4 explains the Organizational Structure of Prime Commercial Bank, New Baneshwor Branch.

The products and services of PCBL have been designed in a unique manner which focuses on catering all the needs of the target customers. The bank aims on being chosen as the first bank, to satisfy all the banking needs of the customers. The bank ensures its clients with the positive attitude towards the client’s needs and strong mutual relationship, the bank will be able to nurture the clients business and dedicate itself towards the clients.

Table 5: Bank Products and Services

S.NO PARTICULARS MINIMUM BALANCE (Rs) RATE OF INTEREST BASIS OF CALCULATION SAVINGS SAVING DEPOSITS

1 Public Savings 100.00 4% Monthly Min

Balance

2 Normal Savings 1,000.00 4% Monthly Min

Balance 3 Privilege Savings Not Required 4.25% Daily Balance 4 Prime Savings 50,000.00 4.50% Daily Balance 5 Prime Gold Savings 100,000.00 6% Daily Balance 6 Call Deposit

Savings

Negotiable 3% - 7% Daily Balance

FIXED DEPOSITS

1 Up to 1 Year Negotiable 6.75% Daily Balance 2 1 Year - 2 Year Negotiable 7.00% Daily Balance 3 2 Years and Above Negotiable 7.25% Daily Balance

BORROWINGS BUSINESS LOANS

1 Overdraft As per the needs. 11% - 12% Daily Balance 2 Working Capital

Loan

As per the needs. 11% Daily Balance

3 Short term / Demand Loan

As per the needs. 11% Daily Balance

4 Term Loan As per the needs. 11% - 12% Daily Balance 5 Export Credit As per the needs. 10% Daily Balance 6 Hire Purchase Loan As per the needs. 10.50% -

11.50%

7 Loan Against FDR As per the needs. FDR Rate + 2%

Daily Balance

8 Loan Against USD Pledge

As per the needs. 7.50% Daily Balance

9 Trust Receipt Loan As per the needs. 10% Daily Balance 10 Loan Against

Government Bonds

As per the needs. 12% Daily Balance

11 Loan Against Share As per the needs. 10% Daily Balance 12 SME Loan As per the needs. 11.50% Daily Balance

CONSUMER LOAN 1 Loan Against Gold

and Silver

As per the need 11% Daily Balance

2 Mortgage Loan As per the need 12% Daily Balance 3 Professional Loan As per the need 11.50% Daily Balance 4 Equipment Loan As per the need 11% - 12% Daily Balance 5 Education Loan As per the need 11% Daily Balance 6 Housing Loan As per the need 11% - 11.5% Daily Balance

Along with above mentioned products of the bank the PCBL also provides complimentary services such as Free ATM cum Debit Card, Free SMS Banking and Free E- Banking to most of its products for extended facilities. In order to provide the ATM and debit card services to the clients PCBL have tied up with Smart Card Technologies (SCT Network) which have the most number of outlets across the country and accepted almost all the parts of the country.

Contribution of Prime Commercial Bank Limited to the Economy

Commercial banks can be defined as organizations whose principal operations are concerned with the accumulation of the temporarily idle money of the general public for the purpose of advancing to other for expenditure.

Nepalese commercial banking industry is almost seven decades old dating way back to the first commercial bank Nepal Bank Limited. After the economic liberalization and deregulation in the 90s, Nepalese banking industry has seen some major developments

not only in terms of growth but also in terms of competition and efficiency. Nepalese banking industry is also one of the few industries in the country that was able to excel and grow even during the Maoist insurgency period. Nature of Nepalese commercial banking industry can be summed up in few key points. They are given below:

a. Highly competitive in nature with as many as 26 commercial banks (and increasing)

b. Customer base for almost all banks are almost the same-all banks target the same pocket

c. Presence of Joint-venture banks, Private Banks and government banks

d. Tight regulation by Nepal Rastra Bank (NRB) in most aspects of banking activities

Likewise, talking about Prime Commercial Bank Limited, is a 21st commercial bank of Nepal, which is bright outcome of professional people from diversified background to provide “Banking Service to everyone” in the country, basically for mass population, who are deprived of Banking Services. PCBL commenced it commercial banking service from September 24, 2007, after obtaining license of operation for Commercial bank from Central bank. PCBL, started its banking service to the public , with two other banks , where PCBL has successfully able to better position itself in the market, in compared to other banks, in short period of time.

Since its operation on September 2007, till date PCBL, has seven branches, including Head office at New Road, and has further plan for extending its banking service to various part of Nepal, where banking service aren’t available.

Table 6: Role of PCBL to Nepalese Economy

a. Loan for Economy Development b. Providing Service at minimal cost. c. Providing Innovative Products d. Increasing Competition Standards e. Sustainable Growth

a. Loan for Economy Development

Prime Commercial Bank Limited is the 21st _{commercial bank in the Nepal. As new}

commercial bank, PCBL would provide lending facility to mass, which would help them for various investment opportunities, gradually uplifting their living standards. Equally PCBL would also provide lending facility, to the mass for other multiple development activities.

b. Providing Service at minimal cost

As a new commercial bank, PCBL is concerned for providing its banking service to the people at minimal cost to better position itself in the market, proper product placement, and also to extend it service to potential clients, which provide mutual benefit to people and economy and ultimately extending the market share of the bank.

c. Providing Innovative Products

In order to sustain in the competitive environment and to offer competitor advantage to the customer, PCBL has launched various innovative products in the market such as Prime Gold Loan (PGL), and Prime Gold Saving (PGS). With respect to market needs and wants, PCBL will be inclined towards market and develop more suitable innovative products and service. The bank is also tempted to experiment new concept for products and services.

d. Increasing competition standards

PCBL has entered into the market with better competitive strategies, vision, mission and objective so it can develop proper brand equity of PCBL in Nepalese market, which has finally increase the competition standards of overall banking sector in Nepal.

e. Sustainable growth

If we go thorough current Nepalese Banking industry scenario, there are various other banks that have penetrated domestic market. In order to better position them self, other banks such as Sunrise Bank, Citizen and Bank of Asia (BOA) they are coming up with aggressive marketing with various schemes, which would look very much competitive. But PCBL has different approach, as they are coming up with the concept of sustainable growth, where they aren’t taking too much risk of the public money, which would position them self as more trust worthy bank, which isn’t ready to take risk with public deposit.

Competitor Analysis

In the section, I have allocated three commercial banks, which is of same batch to PCBL, as it would be much more appropriate to compare with. Here I have thought of comparing four banks including PCBL.

There three other banks are a. Sunrise Bank Limited, b. Citizen Bank Limited, c. Bank of Asia Limited,

d. Prime Commercial Bank Limited.

Competitor Analysis can be performed in two methods

a. In terms of Current Position

Here the Current Position, of the banks is compared in term of Deposit, Loan Disbursement, Total Assets, Operating Profit and Net Profit. This helps to identify the current position of the bank and its performance.

Unaudited Financial Results of Commercial Banks (Quarterly)

As at Third Quarter (13/04/2009) of the Fiscal Year 2065/2066 Table 7: Competitor Analysis in terms of Current Position

CITIZENS20 (Rs “000”) PRIME2 (Rs “000”)1 SUNRISE22 (Rs “000”) BOA23 (Rs “000”) Deposit 9198236.0 9280870.4 10042465. 9 6623192.0 Loan Disbursed _{6976211.0 9061876.7 7708345.6 6181553.0} Total Assets 11277068.0 10984614. 8 12028593. 1 8776381.0 Operating Profit _{102349.0 146197.1 103962.4 50337.0} Net Profit _{65212.0 93034.5 66157.9 32033.0}

In the above table, name of the banks are properly ordered in terms ascending order. As Citizen Bank20 _{is 20}th _{Commercial Bank of Nepal and BOA}23 _{is 23}rd _{Commercial Bank of}

Nepal.

If we go through the above table, we can observe that Sunrise Bank has the largest share of deposit, where PCBL comes second in terms of deposit likewise, and Bank of Asia (BOA) shares lowest share of Deposit, within the batch. In terms of loan disbursement, PCBL has the largest share and BOA has the lowest among all four. In terms of Total Assets Sunrise has the highest Total Share and BOA has the lowest Total Assets. Similarly, in expression of Operating Profit and Net Profit, PCBL is far ahead than other three banks, within the batch.

b. In terms of Products and Service Offering.

Generally, there are various ways in which the banks can be compared in terms of Products and service offered, but I have selects following criteria for comparing the banks calculating their efficiencies.

Table 8: Competitor Analysis in terms of Products and Service Offered

CITIZENS20 _PRIME21 _SUNRISE22 _BOA23

(Highest % offered On Daily Balance)

Fixed Deposit

(Max Interest offered) 8.5% 7.25% 6.25% 8.00%

Overdraft

( Max Interest Charged) 12.25% 11.00% 12.5% 11.00%

Term Loan

( Max Interest Charged) 12.00% 11.00% 12.5% 12.00%

Housing Loan

( Min Interest Charged) 9.00% 11.00% 9.75% 14.00%

In the above table, name of the banks are properly ordered in terms ascending order. As Citizen Bank is 20th _{Commercial Bank of Nepal and BOA is 23}rd _{Commercial Bank of}

Nepal.

Looking at the above table, in terms of Interest rate Max offered at Saving Account Citizen Bank is offering 7.5 % on daily balance which is highest among the all four banks and BOA and PCBL are the banks to provide lowest interest rate on daily balance. In terms of Fixed Deposit Citizen Bank is offering 8.5% where as Sunrise Bank is offering lower interest rate of 6.25%.

Differently, in terms of Loan, if observe through Overdraft Sunrise Bank is charging more than any other bank, among all four banks, which is 0.25% higher than Citizen Banks. In terms of Term Loan, Sunrise bank is charging 12.5% which is the highest among all four banks, where PCBL is charging the lowest interest of 11%. Finally in terms of Housing Loan, Citizen bank is charging lowest interest rate of 9.00%, where as BOA is charging highest interest rate of 14%.

Through looking at the both the Table No: 7 and Table No: 8, it is clear that PCBL is performing well in the market and has better operation efficiently. Despite of providing lower interest rates on Deposit, PCBL is successful to allocate higher number of deposit after Sunrise bank. Correspondingly, even in terms of loan disbursement PCBL is also performing amazingly regardless of charging higher interest rate, PCBL is largest share of loan disbursement.

From above comparison, it is clear to understand that, PCBL is performing better and has better greater opportunity of extending the market share.

SECTION II

1.

Roles and Jobs performed during the Internship

Roles Performed

During my Internship at PCB, I got opportunities to perform various roles that are as follows

a. Performed Marketing role during Deposit Marketing, in order to bring public deposit base at the New Baneshwor Branch.

b. Performed Sales Roles at New Baneshwor Branch, by explain the products and service of the banks to the customers and clients

c. Performed Information Role, by communicating the necessary information’s to the potential client and offer them required documents and formats for preparing their report.

d. Performed Assistant Role, by assisting marketing manager and marketing department by helping them to formulate strategies and effectively implement those strategies, in which the bank can effectively convert those potential clients into existing clients.

These are the roles that I had performed during my internship at PCBL, New Baneshwor Branch, for ten consecutive weeks. Performing these roles has added value on me that would also help me for my future careers.

Jobs performed in Internship

As an Intern at Prime Commercial Bank Limited, as our operation duty, I had to perform activities at Customer Service Department

Customer Service Department

According to Wikipedia “Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation.” The Customer Service department is responsible for handling, order processing, product and service questions, pricing information, system transfers, and other general inquiries. Like every organization, PCBL is also highly concerned regarding customer satisfaction, where increase customer satisfaction relates to increase in the productivity of the PCBL. In order to increase its customer service, the bank has applied and experiment the concept of Total Quality Management and Kaizen.

Responsibilities at Customer Service Department

a. Attending Customers

At the PCBL, when clients pay visit into the bank, they are first greeted by the front line staff positioned at Customer Service Department and they are asked about their purpose of visit. Then Customer are guided or followed by the staff as per their requirement, after understanding their purpose. For example if they want to open an account, they will be systematically guided by the staff through the selling process.

b. Explaining Products and Services to Clients

There are various functions about CSD; Selling function is one of the core functions of CSD, where any tangible products aren’t sold but bank’s intangible products that are the banks deposit accounts are explained to the customer. PCBL has various products and service; each and every product is explained in general to the customer. If the Customer is convinced, and if they are able to align the product attributes with their requirement then they likely to open a bank account.

c. Managing Clients Information System

Another important functions carried out at CSD, is managing customer data base, from clients first account entry to clients account termination. Here at CSD, were had an opportunity to use Pumori Banking Software, where I was assigned to process information of account application form into information system, that generate, clients information, including other crucial information such as customer’s account number to their funds deposited at the banks. This opportunity made me familiar with the banking software.

d. Maintaining Customer Files

As operational duty, I had to work for CSD, where I was also assigned to manage the files and Documents relating to customer accounts, for further smooth and efficient functioning, which would benefit overall corresponding departments, for example Cash and gold loan department. After the clients information are kept into the information system of bank, the hard copy data such as signature specimen card and application forms should be efficiently managed, for future reference. At CSD I had to maintain hard copy

documents including account application form, check requisition, check inventory, ATM issued registers, and statement registers. These documents where correctly managed with the objective to provide reference in future.

e. Providing Checks and Receiving Checks Requisition

At CSD Check requisition form received, which are basically attached to the customer in the account opening form, and after opening an account, and check requisition form is processed to develop customer’s checks. After processing the check requisition, we provided them checks them within two days of receiving check requisition.

f. Attending telephone calls

Attending phone calls of customer and transferring the, call to the respective department was another responsibilities carried out at Customer Service department. So in order words, we had opportunity to learn some receptionist experience too.

g. ATM and Debit Card Issuing and Verifications.

As in terms of Nepalese Market, people are getting much more mesmerized by the ATM (Automated Teller Machine) card culture and people are highly interested having one. When I was positioned at CSD I got an opportunity, to manage the disbursement of ATM and Debit card of Smart Choice Technology (SCT). I had to manage the disbursement through an effective process, first customer gives, ATM /DEBIT card application, then after receiving, we send the applied form to concerned department of Head office, and then ATM/DEBIT card is received to the branch CSD after around two weeks of time. When customers arrive at CSD to receive their card, we verify the card no, card pin number at first and then the customer’s signature to ensure the card goes into the safe hands, and when thing goes properly the card is given to the card holder or the right customer.

This was basic process explained in short about the ATM/DEBIT card issuing and verification process.

My contributions to the PCBL, at the end of my internship can be categorized as below.

a. Marketing banks Products and Service b. Developing Brand Equity

c. Brought 118 Clients with total deposit base of 1.29 crores.

d. Brought client to start SWIFT transfer from New Baneshwor Branch e. Identified and converted clients to start Staff Salary Account.

As an intern, my contribution to the PCBL as mentioned above, within short span of ten weeks. Above mentioned achievement are outcome of my hard work, sincerity, personal skills, and network and loyalty.

2. Projects carried out during internship period

During my Internship, as the project, I had carried out Deposit marketing, which is generally every intern is assigned at internship. At deposit marketing interns had to perform door to door marketing and personal selling to increase deposit base in the bank and increase the client base, from both individual clients and corporate clients.

Deposit marketing is promotional process; through which products and service of bank is explain to targeted audience and matching the audience financial requirement with the communicated products and services.

Prior to beginning deposit marketing, I had to take Internship Orientation class at Head Office, New Road. Our internship orientation class was taken by Deputy General Manager (DGM) Moti Kaji Tuladhar. He gave us clear instruction and motivated us by sharing his words of experience and knowledge. Later I was assign to New Baneshwor Branch, where I performed Deposit Marketing for consecutive ten weeks. At the end of ten week I was successful enough to bring total deposit of 1.29 crores to the bank, through 118 clients. During deposit marketing at New Baneshwor Branch, I was able bring first corporate client for SWIFT transfer and Staff Salary Saving Account.

During my Deposit Marketing I performed following marketing

a. Individual Deposit Marketing

I marketed banks products and services to the individual public, initially in order to commence my marketing in general. For individual marketing I started from marketing products to my relatives and my friends whom at I knew. I communicated to my relatives and friends from telephone and informed them about my internship at PCBL and my marketing assignment. From Individual marketing I got self confidence and I understood the concept of deposit marketing. By end of my internship I was able to have around 47% of Individual Clients, in numbers they would be around 55% clients.

b. Corporate Marketing

Another side of deposit marketing was corporate marketing where, I visited around corporate offices; I had opportunity to market PCBL products to Organization situated at New Baneshwor Area. The experience of corporate marketing was completely different from that of individual deposit marketing. For Corporate Marketing, I tracked Insurance Companies, Media Houses, Educational Consultancy, Saving and Co operative, Non Profit Organization, Business Houses and many more. At the end of my internship I was able to cater around 53% of the clients were corporate clients out of which 63 accounts were opened.

In corporate marketing, I offered Call Deposit, Current Account, Staff Salary Account and Fixed Deposits as per the requirement of the Organization.

c. Swift Marketing.

The Society for Worldwide Interbank Financial Telecommunication (SWIFT) operates a worldwide financial messaging network which exchanges messages between banks and other financial institutions. SWIFT also markets software and services to financial institutions, much of it for use on the SWIFT Net Network, and ISO 9362 bank identifier codes (BICs) are popularly known as "SWIFT codes". The majority of international

interbank messages use the SWIFT network. As of November 2008, SWIFT linked 8,740 financial institutions in 209 countries. SWIFT transports financial messages in a highly secure way, but does not hold accounts for its members and does not perform any form of clearing or settlement.

During my marketing assignment, I had an opportunity to perform marketing for SWIFT Transfer service of the bank, from where bank charges certain fee on the total amount transferred. For SWIFT transfer I basically target Educational Consultancy and Business Houses. Since our branch was new and despite of having SWIFT transfer service, due to lack of clients SWIFT transfer weren’t initiated. So during my deposit marketing, I along with another intern happen to bring first clients International Multi-trade, Mr. Dilip Shrestha, who used SWIFT transfer to send Euro currency to Cyprus to Americano College of Cyrus.

d. Credit Marketing

Credit marketing, basically refers to finding clients for loans. Credit Marketing is also knows as Loan Marketing. Though Credit Marketing isn’t the assigned task I got from the bank, but due course in deposit marketing, I happen to communicate with the clients and they asked for loans. In my experience, most of the clients were demanding for Overdraft, Auto Loan, and Housing Loan. Since I didn’t had any authorization regarding loans, in order to satisfy my clients, all I could do was to recommend the client to the relationship manager and explain him about the clients background in short and arrange meeting for both sides.

This Figure explains that number of client made, during deposit marketing at PCBL. From total of 118 clients 53% of clients were corporate clients and likewise remaining clients were individual clients.

To Support the Methodology used in performing deposit marketing assignment, I have attached my Interview with work supervisor along with another intern at appendix III.

2.

Strengths and weaknesses in carrying out projects

Strength Weakness

a. Positive attitude b. Energetic

c. Continuously learning d. Good team player e. Able to Inspire others f. Ability to develop PR g. Persistence and

Commitment

h. Punctual and Honesty

a. Introvert sometimes b. Lack of proper planning c. Over committing various task d. Unable to carry out work correctly e. Speedy in work.

f. Losing focus quickly

I believe that life is a learning experience and being able to understand my own strengths and weaknesses can help me to be better individuals in my future career that I choose to do. Knowing myself and what I can do, can help me to understand and overcome my weaknesses.

One of my greatest strengths at work that I posses, would be my positive mindset towards my work. When I am assigned certain task or when I am performing a task, I always perform with a positive attitude, which boost up my confidence level and increases my

productivity. Once I begin my work, I work with all my energy, I don’t like to perform a work being lame and I don’t believe in languorous performance, whenever I do a work I put 100% of me on my work. I think I have always considered about myself is that, I am a human being and no one is perfect. But I always believe with my positive mindset that one can be nearly perfect, for which one should be always motivated and interested in constantly improving one’s skill and knowledge. I enjoy speaking, listening and giving input to my team members with this perspective I suppose myself to be a good team player, as I feel that I can also add some value in team effort, as I am always charged with energy along with clear intention.

Similarly, I strongly believe in being polite and displaying humble behavior can inspire people for synergized team effort. I assume that I have good interpersonal skills through which I can have good public relationship. Another Strength of mine would be is that I always keep my effort to be persistent and constant, until and unless I achieve that is targeted. If I am assigned a task, even though I face challenges, those challenges don’t influence my persistent and constant energy for that work. These are the strengths of mine which I have discovered and analyzed through my internship opportunity.

Despite of having strength it is also clear that I do have certain weakness, which I need to analyze and convert it into strength for my further progress of my career. I am generally, extrovert, but I have realized that at certain point of time and certain cases I act as introvert, I tend to stay alone, after work, I less prefer to go out with friends. I understand I have good intern personal skills, but sometime being introverts prohibits me to make new friends and colleagues sometimes. Likewise I cannot make efficient planning, for carrying out my work. Being energized sometime, I tend to make promises that I can’t keep, which generally is the root of cause of disputes within me and my team members. Likewise sometimes, I want my works to be in completed in higher pace that ultimately reduces my corrective in action. My concluding weakness that I have felt is that I tend to lose focus easily and quickly, because whenever I attend to customer, I get diverted easily, where I cannot understand their actual requirement and services. In my real life experience I had to various consequence of losing focus easily.

These are my basic weakness and I am looking forward to have to improve weakness to strategically convert them into my strengths

SECTION III

1. Roles of departmental heads and intern’s supervisors

Figure 6: Organization structure of PCBL, New Baneshwor Branch

In above diagram, Organizational Structure of PCBL, New Baneshwor Branch is explained. PCBL, New Baneshwor is fully functional branch that has all the required facilities, more than any other branches of other banks. Further explaining PCBL Baneshwor branch, the branch is basically divided into four departments as show above in figure as below.

Branch Manager

Mr. Ashok Kumar Khadka is positioned as Branch Manager for New Baneshwor Branch, of Prime Commercial Bank. Mr. Khadka is chiefly responsible for directing the bank towards its objective and looking after the overall smooth functioning, which focuses on achieving the targeted objectives set by the BOD of the bank. Mr. Khadka is basically focused on making strategic decisions and planning the objectives of the bank. Roles of Mr. Khadka can be classified as followings.

a. Maintain personal contact with customers and all employees on the branch to insure customer satisfaction.

b. Conduct weekly department head meetings to reinforce bank standards and procedures.

c. Conduct performance evaluations for all department head and key personnel as scheduled.

d. Conduct weekly branch evaluations with department head to determine any action necessary to maintain and elevate branch standards, setting goals and objectives to be reviewed during the next branch evaluation.

e. Analyze and implement any actions necessary to maximize local market share.

f. Represent the Bank on all local community matters and insure that representation creates goodwill and promotes community economic development.

Relationship Manager

Mr. Geha Ranjan Joshi is positioned as Relationship Manager for New Baneshwor branch. Mr. Joshi functions under the Supervision of Branch Manager. Being a Relationship Manager, Mr. Joshi is also responsible for handling and controlling the overall functions and activities of loan department of the branch. Mr. Joshi is also assigned as supervisor for all the interns received at the bank. As explained above Mr. Joshi handles all the customer that pay visit to branch with the objective of acquiring loan from the bank, similarly he also seeks to develop and maintain long term relationship with the clients, in order to increase the clients’ base of the bank for particular branch. Mr. Joshi main job is to look after the execution of the strategy and decisions and looking after the general operations of the banks and other departments of the bank. Roles of Relationship Manager can be classified

as:-a. Develop the Bank's long-term strategic partnerships with the clients

b. Develop an in-depth knowledge of client's vision, strategies, programs and projects c. Develop an understanding of client's day-to-day administrative and banking activities d. In charge of the loan department.

e. Supervise other departments of the Branch.

As any other bank, PCBL also consist Cash Department, where it is solely concerned about receiving and clearing checks. In terms of receiving both cash deposit and checks deposits, and disbursing both cash withdrawals (for cash withdrawals account holders can ask withdrawal slip, if they want to withdraw amount less than five thousand, for higher amount, they can use checks) and checks withdrawals.

Here Ms. Kiran Siwakoti is assigned as department head where as Ms. Shrijana Gajurel, and Ms. Arati Shrestha as positioned to assist Cash department. Cash department is supervised by Mr. Joshi where as Ms. Siwakoti is highly responsible for major functions like checks deposit and withdrawals. Similarly, Ms. Shrijana and Mrs. Arati Shrestha are positioned to both support and assist for effective and efficient functioning of Cash Department. The roles of Ms. Siwakoti as department head can be classified as

a. To supervise, process of everyday transactions, including deposits, withdrawals, transfers, and payments,

b. To influence others staffs of Cash department to provide quality customer service, each and every time a customer walks through the door.

c. To reconcile the every transactions made by the Cash department and verify the transactions.

Customer Service Department

Customer service is a series of activities designed to enhance the level of customer satisfaction. With the motive to enhance customer satisfaction at new Baneshwor branch, PCBL management has placed experienced and diligent personal at CSD.

The CSD is the first place of interaction of the client with the bank and I got maximum opportunities to learn and perform almost all the functions of the CSD and help the bank to carry out its operations and functions. When entered the bank as an intern CSD formally looked by Mrs. Koirala, who was later promoted and transferred to the operations department and Ms. Pratiksha became the new in charge for the CSD of the branch. While working with Mrs. Koirala I had great pleasure to learn and experience the major functions and jobs of the CSD. Similarly it was also a good experience to work under the guidance of Ms. Pratiksha, where I learned some of the crucial functions such as operating customer information system along with other different functions of the CSD

as mentioned earlier. Roles of Ms. Pratiksha K.C as customer service department head can be classified as

a. Carrying out interpersonal role and acting as organizational figurehead

b. Carrying out Liaising function with both the external customers and internal customers

c. Executing informational role, for monitoring customer, disseminating information to concerned person of other departments as per requirement.

d. Handling disturbance among the interns, customers, and resolving conflicts by negotiating, influencing and coaching interns, customers.

Marketing Department

The marketing department concerned with developing the public relations of the branch, which is managed by Mr. Rana under the supervision and guidance of Mr. Joshi. The marketing department is responsible for identifying the clients and their needs and offering them the best products and services, which satisfy their thirst of a reasonable service. While working under the marketing department I was responsible and had to report to Ms. Shrestha regarding my daily activities and for daily feedback purposes. The roles of Mr. Rana as head of marketing department can be classified as.

a. To provide information to the interns about the Organization, Products and Service offered and clients information.

b. To guide interns for the deposit marketing

c. To segment local market among the interns and assign responsible for segmented markets

d. To evaluate and control the marketing activities of the every intern.

Gold Loan Department (GLD)

PCBL as being 21st _{commercial bank of Nepal, it has to be competitive and continuously}

innovative, in terms of product, concept, attributes and ideas. Before a year, PCBL came out with the new product concept of Prime Gold Certificate (PGC) , where customer can deposit their gold to the bank, and bank issued certificate to the depositor customer

stating, they have deposit certain weight of gold at the bank. The PGC seemed to be effective products to those customers, who went for lockers for safeguarding their assets.

With the concept to further improve PGC, the bank came up with the concept of Prime Gold Loan (PGL). Where customers could deposit their gold and take away loan as per the scheme within less period of time. This concept is still one of the successful products of PCBL. Gold Loan Department came into existence, in order to support the PGL product. The main function of GLD is to ensure and verify the quality and determining the value of gold that is brought by the customer. Mr. Ram Bhakta Thapa is positioned as head of GLD, who checks the quality of gold and calculates it market value to supports loan department for making specific decision for granting loan. The roles of Mr. Thapa as head of Gold Loan Department can classified as

a. To ensure the quality of the gold,

b. To determine the market value and financial value of the gold,

c. To assist Relationship manager for making decision regarding providing loan to the customers

Operation Department

The operation department is managed by Mrs. Koirala under the supervision of Mr. Joshi. Operation Department is held responsible for looking after the overall operations of the bank. It’s the duty of the operations department to ensure the effective operation of the entire placed department, making them available the required resources, maintaining and updating the different forms of inventory of the branch along with looking after the daily transactions and account opened by the bank. The roles of Mrs. Koirala as the head of Operation Department can be classified as,

a. To meet, exceed all service and process related parameters as laid b. To efficiently monitor responsibilities assigned to the other department c. To carry out strategy for implementing the banks objective and mission d. To ensure the customer satisfaction, through Total Quality Management.