INTERNSHIP REPORT

ON
Faysal Bank Limited

EXCELLENCE IN SERVICE
IS THE KEY TO SUCCESS

Internship Report

MBA5th
University of Gujrat

DATE OF SUBMISSION: 15th September 2013

Internship Report

PREFACE
Internship training program provides a chance to students to make themselves
Familiar with the actual environment of business. It also provides an chance to study
the theories of book in practice. This is the reason why the students of university if
Gujrat are required to complete internship program at any recommended
organization / institution. After completing internship it is necessary to write an
internship report, to tell the coordinator what they gain knowledge of internship.
The report is written on Faysal Bank Limited, which is consist on all the necessary
information that covering the all the working and behavior of organization.

ACKNOWLEDGMENT
Internship Report

All gratitude and thanks to almighty ALLAH the gracious, the most merciful and
beneficent, who has enabled me to do this hard work. Along with this I dedicate this
effort to my ever caring and loving parents whose prayers and courages enable me to
complete this work that presented in this report. It is a matter of great pleasure for me
to write this internship report on Faysal Bank Limited, Gujrat Branch. I am pleased to
acknowledge the help which I received in writing this report. With the help of all these
people I can able to do internship. I want to do special thanks to following persons,
working in faysal bank Ltd Gujrat Branch
Mr shahid Abaas (BM)
Mr Bilal Ahmed (RM)
Mr Ajmal Yaseen (OM)
I am most humbly thankful to all the other employees of Faysal Bank Gujrat branch
for their continuous support and precious time with me. I am indebted to my class
fellows who gave their Valuable suggestions at the time when they were most needed.

TABLE OF CONTENT
EXECUTIVE SUMMARY---------------------------------------------------------------------1
Internship Report

INTRODUCTION-------------------------------------------------------------------------------2
HISTORY OF BANKING IN PAKISTAN-------------------------------------------------- 2
THE FAYSAL BANK LIMITED--------------------------------------------------------------3
Capital and Ownership------------------------------------------------------------------3
Associated Company--------------------------------------------------------------------3
GROUP OBJECTIVES-----------------------------------------------------------------4
SOURCES OF FUNDS-----------------------------------------------------------------4
Board of Directors--------------------------------------------------------------------------------5
Senior Management----------------------------------------------------------------------8
VISION, MISSION, VALUES---------------------------------------------------------------13
ARRANGEMENT FOR WORK-------------------------------------------------------------15
HOURS OF WORK-------------------------------------------------------------------15
VACATIONS--------------------------------------------------------------------------15
SAFETY--------------------------------------------------------------------------------15
PHYSICAL CONDITIONS----------------------------------------------------------16
Products----------------------------------------------------------------------------------------16
Current Accounts---------------------------------------------------------------------17
Faysal Business Account----------------------------------------------------17
Faysal Sahulat-----------------------------------------------------------------18
Faysal Basic Banking--------------------------------------------------------19
Saving Account-----------------------------------------------------------------------19
Faysal Moavin----------------------------------------------------------------19
Faysal Saving------------------------------------------------------------------20
Faysal Anchor Savings--------------------------------------------------------20
Faysal Premium Savings-----------------------------------------------------21
Faysal Market Link------------------------------------------------------------21
Term Deposit Accounts---------------------------------------------------------------22
Foreign Currency Accounts ----------------------------------------------------------22
Faysal FCY Savings Plus-----------------------------------------------------22
Faysal Mahfooz Sarmaya-----------------------------------------------------23
Departments------------------------------------------------------------------------------------23
Corporate & Investment Banking----------------------------------------------------24
Transaction Banking-------------------------------------------------------------------24
Commercial Banking------------------------------------------------------------------24
Retail Banking-------------------------------------------------------------------------24
Branch Banking------------------------------------------------------------------------25
Consumer Finance---------------------------------------------------------------------25
Agriculture and SME Finance--------------------------------------------------------25
E- Banking and Wealth Products----------------------------------------------------25
Service Quality and Marketing-------------------------------------------------------26
Operations Support--------------------------------------------------------------------26
Islamic Banking-------------------------------------------------------------------------26
Equity & Capital Markets-------------------------------------------------------------26
Treasury----------------------------------------------------------------------------------27
Services----------------------------------------------------------------------------------27

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Risk Management----------------------------------------------------------------------28
Compliance------------------------------------------------------------------------------28
Internal Audit----------------------------------------------------------------------------29
Company Secretary & Legal----------------------------------------------------------29
Finance-----------------------------------------------------------------------------------29
Strategic Development-----------------------------------------------------------------29
Special Asset Management------------------------------------------------------------29
Human Resources----------------------------------------------------------------------30
Retail Services-----------------------------------------------------------------------------------30
Faysal Locker---------------------------------------------------------------------------30
Transfer of Funds-----------------------------------------------------------------------30
Western Union Service----------------------------------------------------------------30
Faysal SMS Alert-----------------------------------------------------------------------31
Faysal e-statement----------------------------------------------------------------------31
Faysal Pocket mate cards--------------------------------------------------------------31
Way to Give Salary to employees------------------------------------------------------------31
Branch Management Chart--------------------------------------------------------------------32
SWOT ANALYSIS-----------------------------------------------------------------------------32
STRENGTHS---------------------------------------------------------------------------32
WEAKNESSES-------------------------------------------------------------------------33
OPPORTUNITIES---------------------------------------------------------------------33
THREATS-------------------------------------------------------------------------------33
My Tasks-----------------------------------------------------------------------------------------34
Recommendations and Suggestions----------------------------------------------------------35
OBSERVATION & CONCLUSION--------------------------------------------------------36
References---------------------------------------------------------------------------------------37

Internship Report

Executive summary
The following internship report will highlight the company profile, some of the major
working areas, and detail description of my observation in internship program. This report
consist of on all the necessary information that covering the all company profile, which
includes the banking introduction , management team, company vision, mission and values,
products, different departments and services of the FBL and observation and
recommendation for the FBL basis on my analysis during the internship program.

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INTRODUCTION
WHAT IS BANK?
In Simple words we can say that bank is a pipeline through which money moves into and
out of movement. Bank accepts deposits and repays money to its customers on request.
The bank borrows money at a minor rate of interest and lends it to the borrower at a
higher rate.

Bank by Definition
"Banks are institution that enjoys the public money doing nothing for the public".
According the banking ordinance 1962 sec (6),

Banker
Banker includes a body of persons whether incorporated or not who carry on business of
banking.

Customer
Customer is defined as one who has account with the bank. The word customer is the sign
of a relationship in which time duration is not of the essence. A person whose currency
has been accepted by the Bank on the traction that they undertake to honour cheques up
to the amount standing to this credit is a customer of the Bank in the sense of the statute
(written law of country), irrespective of whether his connection is of short or long
standing.

HISTORY OF BANKING IN PAKISTAN

At the time of independence, there were 487 offices of scheduled banks in the region now
constituting Pakistan. subsequent the announcement of independence plan in June 1947,
the Hindus residing in the region now comprising Pakistan started transferring their
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registered offices from Pakistan, in order to bring a collapse of the new state. By 30 th June
1948, the figure of offices of scheduled banks in Pakistan declined from 487 to only 195.

THE FAYSAL BANK LIMITED

Faysal Bank is a bank based in Pakistan. Faysal Bank Limited, one of the Pakistans
premier commercial bank. The joint venture partners of FBL have international expertise
of managing funds in diversified markets around the world. It maintains over 250
branches in all major cities of the country. Faysal Bank Limited (FBL) was incorporated
in Pakistan on October 3, 1994, like a public limited company under the Companies
Ordinance 1984. After that On January 1, 2002, Al Faysal Investment Bank Limited, a
further group body in Pakistan, combined into Faysal Bank Limited which resulted in a
larger, stronger and much more flexible institution. In fact it has the highest share capital
amongst private banks in Pakistan and is amongst the largest in terms of equity.
Currently, the Bank shares are listed on the Karachi, Lahore and Islamabad Stock
Exchanges (FABL).
The strength and stability of Faysal Bank Limited is evident through the Credit Rating
assigned by JCR-VIS Credit Rating Company Limited of AA (Double A) for long to
medium term and A-1+ (A One Plus) for short term. Faysal Bank is engaged in
Commercial, Retailing and Islamic Banking discipline. FBLS has now more than 265
branches (including 52 Islamic banking branches) in more 70 cities, with joint business
assets of over PKR 300 billion. FBL is now counted in the top 10 banks also. FBL just
upgrade new banking software called symbols 8.5 to compete there big competitors bank
like UNITED bank ltd, HABIB bank ltd etc. FBLs ambition is to provide par excellence
service to its customers while meeting their financial needs.

Capital and Ownership

Ithmaar Bank B.S.C, an investment Bank in Bahrain is the ultimate holding company of
Faysal Bank. The left behind shareholders comprise of general public, NIT and other
institutions of Pakistan.

Associated Company
Faysal Asset Management Limited (FAML), an asset management company was
launched in 2003 within Faysal Bank Group.
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FAML brings together the collective financial expertise and investment experience of
Islamic Investment Company of Gulf, with its extensive international fund management
experience. The joint venture partners have international expertise of managing funds in
diversified markets around the globe.

FAML has a strong management team and a research based investment structure geared
towards providing quality service to clients. A devoted research team for each fund works
under the supervision of internal investment committee, which is control by the CEO.

GROUP OBJECTIVES
1. To put before all Muslims, contemporary Islamic monetary services, assisting to
execute their monetary dealing in strict respect of the ethical individual and social
values of Islamic Shariaa, without violating the heavenly imposed prohibition of
dealing in riba (interest or usury).
2. To serve all Muslims communities in mobilizing and utilizing the financial
resources needed for their true economic development and prosperity with the
principles of Islamic justice assuring the rights and obligations of both the
individual and community.
3. To extend Islamic financial services to the people of Pakistan.
4. To enhance trading relations between Islamic countries.
5. To support market opening in Pakistan by diversion and mobilization of surplus
funds available from within and from other Islamic nations

SOURCES OF FUNDS
The faysal banks main sources of funds are:
1. Demand deposits (current accounts balances)
2. Investment deposits (funds under management)
With the help of these to bank sources, the bank is able to offer differently structured
accounts to provide a range of deposit series such as current, saving, call term, modaraba
etc.

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Board of Directors

Mr. Syed Naseem Ahmed Chairman

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Mr. Naveed A. Khan President & CEO

Mr. Graham Roderick Walker Director

Mr. Mohamed A.R. Hussain Director

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Mr. Farooq Rehmat Uallah Director

Mr. Shahid Ahmad Director

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Mr. Hassan Mohammed Mahmood Hassan Director

Mr. Lt. Gen. Muhammad Maqbool (Retd) Director

Senior Management

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Naved A. Khan President & CEO

Nauman Ansari Head Corporate & Investment Banking

Aarij Ali Head Retail Banking

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Salman Ahmed Usmani Head Treasury & ECM

Mehreen Amin Head Human Resources

Nasir Islam Head Compliance & Acting Company Secretary

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Yousaf Hussain Head Special Assets Management

Syed Majid Ali Chief Financial Officer

Suhail Khan Chief Risk Officer

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Fouad Farrukh Head Islamic Banking

Shahid Salim Head Internal Audit

Abadullah Head Centralised Operations

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Vision, Mission and Values

VISION
Excellence in all that we do.

MISSION
Achieve leadership in providing financial services in chosen markets through innovation.
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VALUES
Their daily code of conduct is exemplified by eight core values. They said them as
follow.

1: Team Work
We function as a team. Within task we collaborate. we aim for excellence and leadership
in our chosen markets.
Our Team is Our Asset

2: Respect
We hold our customers, Investors and regulators with high regard. We encourge our
customer rights to demand efficient services. We appreciate and respect our profession.
Our Respect is Our duty

3: Integrity
We are recognized by our reliability; credibility and spirit. We trust in ethical, honorable,
time-proven ideology..
Our Integrity is Our Identity

4: Professionalism
We are proficient and efficient in all the things that we do. We give banking services,
knowledgeably and skillful.
Our professionalism is Our Competence

5: Passion
We are excited to provide customers with the best suited. We go with the extra mile in
lawful, acceptable ways.
Our Passion is Our Worth
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6: Innovation
We are dedicated to a culture of improvement and modernization. We stand for novelty,
in thought in action and in belief.
Our Innovation is Our strength

7: Responsiveness
We are proactive and anticipate our customers needs and wants. We proceed rapidly to
adjust or prepare for new realities.
Our responsiveness is Our Distinguisher

8: Compassion
Our concern for our colleagues, our customers, communities and our country sets usapart.
To each other, we are a family for each other; we are a meaningful source of shared
humanity.
Our Compassion is Our Gift

ARRANGEMENT FOR WORK

1. HOURS OF WORK
Timing of the Job
9.00 a.m to 5.00 p.m

with one hour break for lunch and Zuhar & asar prayers

Days:

6 days in a week

2. VACATIONS
Causal leaves:

15 per anum

Privilege leaves:

30 per anum

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Privilege leaves are given to the employees for relaxation and recreational purposes after
continuous work. During one month of privilege leaves employees are also given the pay
for that month. Employees are encouraged to take the leaves allowed to them by the Bank
so that they can get some time out of their busy routines. Medical leaves are also
provided to the employees if an employees is not feeling fit and needs for getting fit
properly. Bank also reimburses the medical expenses and their dependents i.e. Bank pays
100% medical free payables on the behalf of its employees.

3. SAFETY
Safety is the main concern for administrators, officers and workers. The wealth and
additional valuables in vaults and lockers in banking business are more than any other
business. Therefore, management of FBL takes special measures to safeguard the life and
property of both their employees and the clients. Many of these dealings were firm and
taken at the time of the construction of the building while others short term decision were
taken after the bank started proper functioning. a little of the salient features of such
safety measures are discussed here:
a)

b)

c)

d)

The walls of the lockers area and the cash vault are made up of concrete which
makes them non-drillable. in addition the lockers and the vault are made up fireproof steel. These measures help protect the loss and cash either by some human
being or by an accident such as fire.
Two gunmen have been appointed at the entrance who make sure that no doubtful
person enters the Bank. They are responsible for safeguarding the life and property
of Bank s employees and customers. One guard is present at each floor. Shifts of
guards change by time. After banking hours, one guard stay in the Bank over
night.
In order to safeguard against fire, special alarm system is in the Bank. burn
detecting instruments, present on roof that start sound of the alarm bell when they
spot smoke. In case of fire, this system help to saving the life of the persons in the
Bank who can leave the Bank immediately.
Cameras are located in the bank and operated by the one person. So if any wrong
conduct is happened in the bank can be early deducted and in case of bank robe
they camera capture the image of the robber.

4. PHYSICAL CONDITIONS
The subsequent physical facilities have been provided by the Bank:

a) Light
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There is a proper arrangement of light in the Bank. The whole bank is light up with lights,
which makes the working conditions satisfying. Moreover, there is also proper
arrangement for daylight in the entire building.

b) Temperature
cooling system enable the reasonable temperature necessary for suitable working of the
employees.

Products

Deposit products
A. Current accounts
B. Saving accounts
C. Term deposit
D. Foreign currency account

1. Current account
A. Faysal Business account
B. Faysal Sahulat account
C. Basic banking account

2. Saving accounts
A. Faysal moavin account
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B. Faysal saving account

C. Faysal anchor account
D. Faysal premium account
E. Faysal market link account

3. Term deposit
4. Foreign Currency Accounts

A. Faysal FCY Savings Plus

B. Faysal Mahfooz Sarmaya

1. Current Accounts

A. Faysal Business Account

Faysal business first account is a current account which is specially design for the
businessmen who has large number of transactions in a day and who use account more
than normal routine. Its open with Rs5000 only and its minimum balance requirement is
also Rs5000.

Transactional Waivers
Free online transaction facility
On maintaining a monthly average balance of Rs. 100,000/- or more, subsequent
services are provided:
o Free Cheque Book (50 leaf cheque book per month)
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o Free Pay Orders/Demand Drafts (12 per month)

Features applicable as of April 2013

Insurance Privileges
Free Faysal aikFaisla Cash Withdrawal Insurance on maintaining a monthly
average balance of Rs. 500,000/- or more. The pakage provides ATM Cash
Withdrawal Insurance limit of up to Rs. 100,000/-* and above the counter Cash
Withdrawal Insurance limit of till Rs. 50,000/-*
Free Business Cover that provides comprehensive Business Insurance for your
business up to a limit of Rs. 1 million* on maintaining a monthly average balance
of Rs. 1.5 million or more. The plan provides coverage against:
o Structural Damage to Business Property
o Burglary (breaking , entering or housebreaking)
o Cash in Safe
o Personal Accident (for Account Holders only)
o Facial Signboard Damage
o Terrorism

B. Faysal Sahulat
Faysal Sahulat is also a current account which is open from Rs5000. There is no limit of
transaction in this account

Product Features & Benefits

Minimum balance of Rs. 5,000/- is required
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 On maintaining monthly average balance of Rs. 100,000/- or more, subsequent

services are provided free of charge
o Cheque Book (50 leaf cheque book per month)
o Pay Orders (up to 6 per month)
o Monthly Account Statement
It has also have free access to account through online banking at all Faysal Bank
branches nationwide
Easy access to account through cheque book and Pocket mate Visa Debit Card.
Pocket mate can be used globally at more than a million ATMs and over 28
million points of sale (POS) terminals.
Service charges apply as per the Banks established Schedule of Charges.

C. Faysal Basic Banking

Basic Account of Banking is a Pak rupee current account with no minimum balance
requirement.

Product Features & Benefits

Account can be opened with an initial Rs. 1000/- deposit only.
No minimum balance requirement.
Maximum of 2 free deposits and withdrawals through counters/clearing are
allowed in a month.
Unlimited facility of transaction through ATMs.
Free of charge statement of account for customers only once in a year. In case
more statements are required then standard charges would be applicable.
Free ATM transactions on Faysal Bank ATM machines. on the other hand charges
would apply on other Bank ATM machines as per Schedule of Charges (SOC).

2. Saving Account
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A. Faysal Moavin
Faysal Moavin Savings Account allows individual savers to enjoy regular profits on
monthly basis. The deposited savings by depositor increase in value as monthly profits
are added to his savings.

Product Features & Benefits

Minimum balance of Rs.50,000/- is required
Attractive profit rates are provided with an incentive to save more through a tiered
profit structure.
income is calculated on the base of monthly average balance and paid on a
monthly basis
No limit on number of transactions which customer can be made each month.
Person can easily access his account through cheque book and ATM/Debit Card.
It also have access to account through online banking at all Faysal Bank branches
nationwide
Service charges apply as per the Banks established Schedule of Charges

B. Faysal Saving
Faysal Savings Account addresses basic banking needs of customer. It allows individual
savers and depositors to enjoy profits on your savings.

Product Features & Benefits

Accounts are opened with an initial Rs. 100/- deposit only.
No average monthly balance is requirement in account.
income is calculated on the base of monthly average balance.
Profit is paid semi-annually.
No limit on transactions numbers that can be made each month.
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 Easy access to account through cheque book and Pocket mate Visa Debit Card.
Pocket mate can be used globally at more than a million ATMs and over 28
million points of sale (POS) terminals.
It also has access to account through online banking at all Faysal Bank branches
nationwide.

C. Faysal Anchor Savings

Faysal Anchor Savings Account is a Pak Rupee Account targeted towards customers, who
like to enjoy monthly profits on their savings and want transactional flexibility at the
same time.

Product Features & Benefits

Minimum balance of Rs. 20,000/- is required
income is calculated on the base of monthly average balance
Profit is paid monthly
No limit on transactions number that can be made each month
It has access to account through cheque book and ATM/Debit Card.
It also has access to account through online banking at all Faysal Bank branches
nationwide
Service charges apply as per the Banks established Schedule of Charges.

D. Faysal Premium Savings

Faysal Premium Savings Account is especially designed to full fill the needs of business
customers with large transaction volumes. It provides the perfect combination of a
savings account matched with a flexibility of a current account.

Product Features & Benefits

Minimum balance of Rs. 100,000/ is required.
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 Profit is calculated on base of your monthly average balance and paid on a

monthly basis.
No limit on transactions number that can be made each month.
We can easily access our account through cheque book and ATM/Debit Card.
It also has access to account through online banking at all Faysal Bank branches
nationwide.
Service charges apply as per the Banks established Schedule of Charges

E. Faysal Market Link

Faysal Market Link Savings Account is latest offering to help customer to control and
manage his savings the way he always wanted to. Now with innovative KIBOR-linked
savings product, customer can take benefit from a daily changing market rate.

Product Features & Benefits

Attractive profit rates that are linked with KIBOR (Karachi Interbank Offered
Rate).*
Minimum balance of Rs. 500,000/- is required.
Attractive profit rates are provided with an incentive to save more through a tiered
profit structure.
Profit is calculated base on monthly average balance and paid on a monthly basis.
No limit on transactions number that can be made each month.
We can easily access our account through cheque book and ATM/Debit Card.
It also has access to the account through online banking at all Faysal Bank
branches nationwide.
Service charges apply as per the Banks established Schedule of Charges.
3.

Term Deposit Accounts

Faysal Izafa Term Deposit provides one of the most convenient ways of receiving profit
on annual, semi annually, quarterly or monthly basis. We can enhance our lifestyle on our
own types.

Product Features & Benefits

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 Minimum investment of Rs. 25,000/ is required

Attractive profit rates *
Flexible tenure options range from 1, 3 and 6 months, and 1,2,3,4 and 5 years.
You have an option to avail profit payments on annual, semi annually, quarterly or
monthly basis
Your current account is opened to disburse profit earned on your investment in
Faysal Izafa. Current account is free from any account maintenance charges.
Profit in the current account can be easily accessed through cheque book and ATM
/Debit Card.
We can even withdraw our funds prior to maturity which will be subject to
deduction of premature encashment penalty as per the Banks prevailing Schedule
of Charges.
Service charges apply as per the Banks established Schedule of Charges.

4. Foreign Currency Accounts

A. Faysal FCY Savings Plus

Faysal FCY Savings Plus is a currency of foreign savings account that gives an
opportunity to earn and enjoy profit on foreign currency.

Product Features & Benefits

Account can be opened in US Dollar, Pound or Euro currency
Minimum balance which require is Rs. 50,000/-.
Profit is calculated on daily balance
Profit is paid on basis 0f semi- annually.
Service charges apply as per the Banks established Schedule of Charges.

B. Faysal Mahfooz Sarmaya

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To provide facilities and value to its customers with foreign currency related needs,
Faysal Banks Mahfooz Sarmaya foreign currency account offers you many attractive
features.

Product Features & Benefits

Account can be opened in US Dollar, Pound or Euro currency
Minimum balance which is essential only Rs. 50,000/-.
To open Mahfooz Sarmaya Account in any of the following account types:

Current Account
No restriction on frequency of withdrawals or number of withdrawals.

Savings Account
Profit is calculated on basis of monthly minimum balance.
Profit is paid on six monthly bases.
Profit is subject to withholding tax.

Term Deposit
Tenure from 7 days to 1 year
Annual, monthly, quarterly and six monthly profit payment option available.
Profit is subject to withholding tax.

Departments
Faysal Bank Limited is aggressively seeking to position itself as a fast growing, efficient
and customer focused bank in Pakistan. To accomplish these challenging objectives, the
bank has developed a long term strategy which is being implemented through an
organizational structure properly geared to effectively realize its goals.

1. Corporate & Investment Banking

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i.

Corporate Banking

Corporate Banking strives to meet the financial needs of various corporate concerns in
the industry. Corporate Banking provides a wide array of financial products that includes
funded facilities (both Long term and Short term) and non-funded facilities (Letters of
Credit, Guarantees etc). Moreover, Corporate Bakings product range includes
derivatives, structured trade finance, cash management and foreign currency / off shore
financing.

ii.

Investment Banking

Investment Banking covers the entire spectrum of value added investment banking
products, ranging from capital raising and structured finance, to advisory on sophisticated
merger and acquisition transactions and privatizations.

2. Transaction Banking
Transaction Banking provides management of cash, trade services, custody and clearing
solutions to commercial clients, monetary institutions and public sector. The Cash
Management function is geared towards managing a diversified pool of cash management
tools and services, ensuring smooth transaction and fund processing. Simultaneously, the
Financial Institution function diversifies its exposure by means of geographical
distribution and specialization in trade finance products, further streamlining the banks
portfolio of correspondent banks, Development Finance Institutions (DFIs) and NonBank Financial Institutions (NBFIs).

3. Commercial Banking
This function is responsible for meeting the business needs of various middle sized
businesses in the industry with a clear focus and active marketing to improve FBLs
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profitability. Commercial Banking deals with customers having sales turnover and
aggregate credit exposure as per benchmarks prescribed in SBPs prudential regulations.

4. Retail Banking
This segment constitutes of functions providing financial product and services catering
towards individual client needs. The departmental mix within the realm of Retail
Banking entails:

5. Branch Banking
One of the multiple dimensions in focus is to achieve transaction processing efficiencies
through optimizing the use of technology and human resource productivity. By deploying
new technology and implementing the best practices model for managing banking
operations on a Pan-Pakistan basis, the bulk of our transaction processing remains
centralized, allowing branches to focus on facilitating business development and
providing unparalleled customer service.

6. Consumer Finance
This function is responsible for the asset lending of the bank. CF is divided into the
following two groups that is:

Unsecured Assets
Credit Cards
Personal Instalment Loan (PIL)
Balance Transfer Facility (BTF)
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Secured Assets
Auto Loans
Mortgages

7. Agriculture and SME Finance

As the name suggests, this function provides Agricultural Financing under the regulatory
framework of SBP, thus facilitating the Agriculture sector and its supporting activities.
Agriculture SME's is extended under the auspices of this division up to a prescribed
amount for all eligible commercial / processing & manufacturing concerns in the
Agriculture-based areas of the country, as defined and governed by SBPs Prudential
Regulations for SME Financing.

8. E- Banking and Wealth Products

E-banking offers our valued clients the added flexibility of using efficient and reliable
channels of banking that empowers them to seek financial services independently using a
host of product and service solutions, such as ATM, debit card, mobile banking, internet
banking and call canter.
Wealth Products include an array of bank insurance model/ Bancassurance and
Investment products, which are personalized financial solutions specifically optimized to
save, invest and increase the wealth our valued client. This function also includes priority
banking which exclusively fulfils the banking needs of high net worth customers.

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9. Service Quality and Marketing

Service Quality champions the interests of the customers in terms of efficient and friendly
service experience delivered at all touch-points. It keeps track of the service health of the
bank through Voice of Process measures e.g. Service Turnaround Times, and Voice of
Customer measures e.g. Customer Satisfaction & Loyalty Index. Service Quality is also
accountable for ensuring that customer complaints are resolved speedily, maintaining
customer satisfaction with the way complaints are handled.
Marketing is responsible for promoting the Faysal Bank image in the eyes of the
customers and stakeholders through communication activities pertaining to the Corporate
and Product Brands. Its range of activities comprises Branding, Advertising & Promotion,
Personal relations & Media Management, Customer service relationship (CSR) Initiatives
and Internal Communications.

10.

Operations Support

This function provides operational support to Retail Banking by adhering to FBLs

policies and procedural framework.

11.

Islamic Banking

Barkat Islamic Banking staff is well experienced and committed to promoting the cause
of Shariah compliant Banking. Faysal Banks Shariah team is fully qualified to oversee
all businesses of these dedicated branches and ensures its compatibility and compliance
with Shariah principles. Barkat Islamic Banking provides liability and asset products
through branches and hubs dedicated purely to Shariah-compliant banking transactions
and Shariah principles.

12.

Equity & Capital Markets

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This function focuses exclusively on equity trading and product development. It thrives
on opportunities presented by the stock market through the buying and selling of equities.

13.

Treasury

The dealing room is primarily functioning as the provider or applicator of excess

or required funds, be it in local or foreign currency. Treasury provides direction to the
various businesses, in terms of assessing interest rate risk and forecasting future market
movement. It essentially manages the Central Banks statutory and non-statutory
requirements and various applications through dedicated desks. The three significant subdivisions of business within the dealing room are:
Foreign Exchange
Money Markets
Corporate desk TMU (Treasury Marketing Unit)

14.

Services

The Services Group manages and maintains the overall health of the organization within
the following distinct areas:

i.

Information Technology (I.T)

I.T provides technical solutions to the bank to take care of accounting and back office
requirements, along with enabling large scale usage of technical services aimed at the
customers of the bank. It additionally facilitates the alternative delivery channels such as
Automated Teller Machines (ATM), Net Banking etc and provides daily technical
solutions to all facets of the bank.
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ii.

General Services

This department spearheads the support function of the bank by providing administrative
solutions, procurement services, property acquisition and maintenance services, inclusive
of housekeeping. It additionally provides timely & prompt solutions to administrative and
security-related issues and upholds an environment that is maintained at required
mechanical, electrical and structural standards for the use of employees and visitors.

iii.

Centralized Operations

A critical function that maintains the financial and operational health of the Bank, this
department ensures the delivery of services within the agreed turnaround time,
Centralized Operations is responsible for:
Trade Operations
Treasury Back Office
Card Operations
Centralized Processing Unit
Operations Control

iv.

Policies & Procedures

This department ensures the implementation of SBP regulations through procedural

documents and policies; it additionally defines the Standard Operating Procedures for all
functions. Business Process Re-engineering is a vital part of this unit.

v.

Customer Service Centre (CSC)

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CSC is accountable for responsiveness to service requests and customer related issues,
thus they maintain an excellent working relationship with Relationship Managers
belonging to Business and Operations units. The department ensures smooth account
processing of corporate customers.

15.

Risk Management

This function implements a bank-wide risk management framework as defined by the

Banks Board of Directors. The primary objective of this function is to make risk
management a core competency of the organization while ensuring that risks are
accurately identified & assessed, properly documented & approved, and adequately
monitored & managed in order to safely enhance long term earnings and to protect the
interests of the banks depositors and shareholders. The Risk Management department
further evolves into the following sub-areas;

Enterprise Risk Management

Corporate Risk Management
Commercial Risk Management
Retail Risk Management
Credit Administration
Agricultural Risk Management and
Risk Policy

16.

Compliance

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The Compliance function ensures that all aspects of our Bank act in accordance with the
requirements of all relevant legislation, regulations and standards. It safeguards all by
enforcing adequate controls in accordance with internal policies and procedures enabling
the bank to remain compliant with applicable rules and regulations in Pakistan.
Compliance also maintains an open dialogue with all regulatory bodies to safeguard the
interests of clients and provide guidance on Due Diligence. For effectiveness of these
measures, the following sub-functions are an integral part of the compliance unit:

Business Compliance
Client Acceptance and Anti Money Laundering (CAAML)
Internal Controls
Security of Information and Management of risk
Fraud Risk Management

17.

Internal Audit

This department give independent, objective guarantee and consulting services designed
to add value and improve the Bank's operations. It assist the Bank to accomplish its aims
by bringing a logical, well-organized approach to evaluate and improve the efficiency of
authority, management of risk and control processes.

18.

Company Secretary & Legal

This department liaises closely with the Board of Directors, regulators (SBP, SECP &
Stock Exchanges) and provides legal opinions, based on banking laws, vetting of
agreements, responding to legal queries received from internal or external stakeholders. It
issues legal notices and acts as a representative for the bank.

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19.

Finance

The Financial Control Unit is the accounting hub of the bank which controls all finances,
periodically informs investors of the financial position of the bank and keeps track of all
banks expenses and financial control.

20.

Strategic Development

This function aims to provide strategic direction to all functions aligned with the overall
growth strategy of the Bank. The team works closely with the different business units,
identifies loophole for improvements and determines venues to optimize cost.

21.

Special Asset Management

The department handles Non Performing Loans (NPLs) and potential Non Performing
Loans to ensure that the bank does not suffer total losses.

22.

Human Resources

HR enables future growth and creates value for the business today by investing in people
& ensuring that the 'Right Profile is in the Right Job'. This department is devoted to
providing valuable policies, actions, people friendly strategy and support within the bank.
Additionally, the human resource function ensures that the company mission, vision and
values are adhered optimized.

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Retail Services
1. Faysal Locker
Faysal bank ltd Gujrat branch is also giving service of lockers which is known as faysal
lockers. There are three types of lockers in Gujrat branch.
i.
ii.
iii.

Small locker
Medium locker
Large locker
Small locker charges is Rs1800 Annually
Medium locker charges is Rs2500 Annually
Large locker charges is Rs 4500 Annually

2. Transfer of Funds
Customers of Faysal Bank can easily and speedily transfer funds in foreign currency
through the SWIFT system installed at the Bank and also can transfer the funds locally by
ATM and fund transfer voucher.

3. Western Union Service

Customers who want to receive money transfers from abroad through the Western Union
service can withdraw their funds through any Faysal Bank branch.

4. Faysal SMS Alert

Faysal bank Ltd also provides SMS alert service to their customers. With the help of this
service the customer can be updated of their account 24/7. There are some features of this
service and some are following as.
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 Receive real-time SMS Alerts for all transactions being conducted on Credit card,
Debit card, Current / saving and balance transfer facility (BTF) accounts use.
Keep track of all POS, ATM, in-branch and supplementary Card transactions as
and when they are conducted.
Ensure a high level of transaction security on accounts.

5. Faysal e-statement
E-statement service allows keeping track of all banking transactions, now we can receive
our account statements directly in our email.

6. Faysal Pocket mate cards

There are two types of pocket mate card which is faysal bank ltd offering and these are
following as.
i.
ii.

Faysal VISA card

Faysal union pay card

Way to Give Salary to employees

Faysal bank Ltd has very nice procedure to give salary to employee. All employees have
their accounts in the bank which is open for salary purpose. All accounts are mark as staff
mark. The HR department transfer salary of the employees in their account at 25 date of
the month.

Branch Management Chart

BRANCH MANAGER
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OPERATION
MANAGER

RELATIONSHIP
MANAGER

RELATIONSHI
P OFFICER
BRANCH
SERVICE
OFFICER

CASHIER

SWOT ANALYSIS
STRENGTHS
FAYSAL bank has great strategy of expanding and diversifying its customer base
and launching new and innovative financial products.
The environment of Faysal Bank Limited is very friendly.
FBL is fully computerized; each department has its own PC. They have latest
softwares available to keep the records of their customers accounts and other
important information. That it reduces manual work and it provides good customer
services.
The products of FBL are very excellent.
Customers are allowed to give suggestion for the improvement of Bank and these
suggestions are listened carefully.
Faysal Bank Limited has staff which is well qualified and capable of performing
the task which is assigned to them.

WEAKNESSES
Low level of advertising.
Faysal Bank Limited Have fewer network of branches all over Pakistan.

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 Advertisement on electronic media is not sufficient. We can hardly find any

advertisement of the bank in print media or in electronic media.
Less credit schemes are offered by the bank yet.
Each employee is responsible for his individual operations and no co-ordination
exists among departments.
Mostly hiring in the bank is on contract basis.
Promotion is slow.
Package of Salary is not so much attractive.
Clients of Faysal Bank are less as compare to its some competitors.

OPPORTUNITIES

Information technology.
Credit card facility.
Establishing foreign branches.
FAYSAL bank is preparing for competition by establishing a dynamic platform
that will enabled it to launch a series of new products in coming years. This
dynamic platform will be supported with a robust operational infrastructure and
delivery mechanism.

THREATS
There is great competition in the market. There are many private banks now a days
operating in the country and every bank is trying to improve its functioning and try to give
more facilities to customers because in return they will get more deposits from the clients.

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My Tasks
Customer Service Department:
I only perform tasks in customer service department. In this department I worked with
Mr. Bilal Ahmed they teach me the whole procedure of opening an Account and types of
Accounts.

Task
In this department I was given the following tasks to perform
1. Customer dealing regarding new Account Opening Procedure
2. To fill Deposit slips for customers
3. To fill Account Opening Forms
4. To make KYC
5. Apply cheque book requisition
6. Apply for ATM
7. To receive cheques from customers

Recommendations and Suggestions

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Faysal Bank Limited is the first bank which has come under listing in Pakistan. Faysal
Bank Limited has a clear advantage over other new banks as the bank did not have to
start from sscratch, it has access to already established international network and has
mobilized sizable deposits. Faysal Bank Limited is successful in employee retention,
satisfaction of customer and high revenue making because of good services. Happy
employees help create happy customers, which, in the next cycle, reinforce the pleased
employees, and so on.
Faysal Bank Limited is more than satisfied with its customers. The track record of the
customers is excellent and the repayment procedure is satisfactory. The bank is fully
aware of the financial strength as well as the market repute of all of its customers.
Environment of the bank also plays an important role in customers satisfaction.
Employees always talk very politely on the telephone because telephone, if not

used properly, can be a cause of spoiling the good name of the organization.
The entire environment of the bank gives the thought that customers are very
significant to the bank. Offered seats to customer even they come for very
small task.
However a few suggestions for the improvement.
Establishment of more branches in Pakistan
More advertisement on electronic media.
Introduction of more credit schemes like Rozana Munafa.

OBSERVATION & CONCLUSION

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I observed that Faysal Bank Limited is a monetarily sound bank. Its earnings are
increasing year by year. Its employees are very good and honest with bank.
Faysal Bank views specialization and service excellence as the keystone of its strategy.
The people at Bank recognize that novelty, inspiration, reliability, customized services
and their execution are the key ingredients for their future growth
They are aware that they have stepped into 21st century and they must meet its
challenges by acquiring the highest level of technology. Thats why they accelerating
their technological advance to enable them to distribute their products and services
through most efficient and high technology means.
FAYSAL bank will remain an aggressive and innovative financial institution and continue
to adhere to the tradition of understanding its customers needs and looking for new ways
to serve them. additional productivity gains will result in stronger performance in terms
of revenue as well as service quality in the future years. The strong direction of Board
and management and the relentless effort of the staff at FAYSAL bank will be able to
offer more superior products and services to customers and to contribute more to
economic and social development of Pakistan while developing a bigger future for it.

References
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 www.faysalbank.com
http://www.faysalfunds.com/01/index.php
http://www.scribd.com/doc/24592219/1/Chapter-No-2-INTRODUCTION-ANDHISTORY-OF-FAYSAL-BANK
http://www.studysols.com/faysal-bank-limited-pakistan/
http://www.brecorder.com/company-news/235/1200950/
http://cash.com.pk/blog/top-banks-in-pakistan
http://www.pakistanbanks.org/members/profiles/faysal_profile.html
http://www.alhudacibe.com/AlhudaMagazine/Issue-030/sukuk01.php
http://faysalbank.com/wp-content/uploads/2012/07/FBL-AR2009.pdf
http://jehanzebhafeez.blogspot.com/2012_04_01_archive.html
http://www.scribd.com/doc/94456429/Islamic-Banking
http://www.ukessays.com/essays/finance/study-on-the-merger-of-faysal-bankfinance-essay.php

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