EXECUTIVE SUMMARY

The main aim of my project was to market the Deposit Products offered
by the Bank and to enhance and to understand the needs and
requirements of the customer and also the offerings that are made by the
bank in return.
Started Internship on 7th May 2013 and for the first few days I was into
understanding the deposit policy of the bank at Staff Training College
located in Jhandelwalan. My main work was to get thorough with the
banks deposit policies and other products offered by the bank. This took
as rough time of 2 weeks to understand each and every netegrity of the
products.
As soon as I o got over with the learning process I was put in the
marketing department of the bank where I started the process marketing
and selling of different products offered by the bank to small and
medium enterprises and the retailers located in the karol Bagh market
area. My work was to reach out to the clients and do direct marketing. At
the end of each day I had to report to my industry mentor and explain
him about the customer feedbacks and what is the current demand of the
customer or what he wants in the current scenario.
Further I was shifted to Rohini Branch where I was involved in the
process of marketing the banks products. The branch was newly opened
and I got the privilege to give my inputs in making the branch
operational for customers. It involved installing of banks customized
software through EDP and various other technical work.
Learnt the task of customer handling and how to do multiple tasking at a
time as the footfall in a public sector bank is very high and different
1

people come for different requirements. Through this process I have

learned how to handle every type of client and also understood the
various software that are used for banking transactions.

INTRODUCTION TO THE BANKING INDUSTRY

The Indian banking industry has its foundations in the 18th century, and has
had a bumpy evolutionary growth path since then. The industry in recent
times has recognized the importance of private and foreign players in a
competitive scenario and has moved towards greater liberalization.
Indian banks have mobilized around 80% of funding from deposits, thus
their ability to win market share profitably is key to stock returns.

Indian banks consist mostly of Scheduled commercial bank (SCBs), which

includes both public sector banks and the private sector banks.
In Public Sector Banks, the government must retain a 51% stake old private
sector banks are those banks which were not nationalized at the time of
bank nationalization that took place during 1969 and 1980.
Most of the old private-sector banks are closely held by certain communities
and their operations are mostly restricted to the areas in and around their
place of origin. e.g Federal Bank, Dhanalaxmi Bank, ING Vysya Bank.
New private sector banks include those that were established in the past
twenty years such as Yes Bank, Axis bank and existing institutions that were
converted into commercial banks, such as the former development
institution ICICI and specialized lenders such as HDFC.
Cooperative banks are small-sized units registered under the Co-operative
Societies Act., that essentially lend to small borrowers and businesses. Eg.
Punjab & Maharashtra Co-op. Bank Ltd., New India Co-op. Bank Ltd.

Regional Rural Banks are mainly focused on the agro sector. These banks
are in every corner of the country and extend a helping hand in the growth of
3

the country. Eg. National Bank for Agriculture and Rural Development
(NABARD), Haryana State Cooperative Apex Bank Limited.
Also, under the recently passed The Banking Laws (Amendment) Bill 2011,
the government is likely to give the new banking licenses in the next year or
so18.
In the present competitive scenario, Private banks are targeting the faster
growing retail loans and also improving the growth rate in fee income by
increasing transaction fees, where as Public Sector Banks are targeting to
push for higher recoveries and upgrades in Non Performing Loans (NPL)
and also improving their deposits mix by reducing the share of bulk deposits

STRUCTURE OF INDIAN BANKING INDUSTRY

4

MAJOR PLAYERS IN BANKING INDUSTRY

PUBLIC
SECTOR

PRIVATE
SECTOR

FOREIGN
BANKS

Barclays Bank
Citi Bank

Allahabad Bank

Axis Bank

Bank of Baroda

Dhanlaxmi
Bank

Bank of India

Deutsche Bank
AG

Federal Bank

Bank of
Maharashtra

HSBC

HDFC Bank

Canara Bank

ICICI Bank

Royal Bank of
Scotland

Corporation Bank

IndusInd Bank

Standard
Chartered Bank

Indian Overseas
Bank

ING Vysya
Bank

Oriental Bank of
Commerce

Karnataka Bank

Karur Vysya
Bank

Kotak Mahindra
Bank

Tamilnadu

Punjab National
Bank
Punjab & Sind
Bank
Syndicate Bank

IMPACT OF BANKING INDUSTRY ON INDIAN

ECONOMY
The banking sector would be in a position to pursue vigorous and
continuous expansion programmes of covering the rural, the small
towns and other lower income groups in the society for ensuring
greater resource mobilization for the economic development of the
country.
The banking sector would ensure that the credit policies were such
which supported plan priority industries and discouraged the trends
of investment which were not in conformity with the overall
objectives of economic development.
Apart from ensuring better economic growth through better
implementation of the Plans, it would also be possible to pay
special attention to the achievement of the objective of balancedinter-sectoral and inter-regional-growth in the economy.
The nationalisation of private banking would snap the control over
the community's resources, which exist in the hands of a few
industrial houses of the country.
Thereby, it would be possible to reduce concentration of economic
power which has its own serious implications in the efficient
conduct of the economy.
The banking structure would enable the society to coordinate
policies of the various credit institutions in the country in a manner
7

which was necessary for the exploitation of the entrepreneurial and

other skills available in the country. In the existing economic
system the Reserve Bank of India cannot exercise effective
controls for regulating private banking institutions.
The nationalisation of the banking institutions would bring about
more stability in the functioning of the credit institutions and
thereby inspire more confidence from the depositors.
Because of the snapping of direct contacts between the few
industrial houses and the banking institutions, the discriminations
against a large many would come to an end. This will introduce
more healthy competition between the entrepreneurs than in the
present situation where competition is sought to be between the
two unequals--big with all the resources at their command the
small denied of any such assistance.

DENA BANK

HISTORY

Dena Bank was founded on 26th May, 1938 by the family of Devkaran
Nanjee under the name Devkaran Nanjee Banking Company Ltd.
It became a Public Ltd. Company in December 1939 and later the name was
changed to Dena Bank Ltd.
In July 1969 Dena Bank Ltd. along with 13 other major banks was nationalized
and is now a Public Sector Bank constituted under the Banking Companies
(Acquisition & Transfer of Undertakings) Act, 1970. Under the provisions of the
Banking Regulations Act 1949, in addition to the business of banking, the Bank
can undertake other business as specified in Section 6 of the Banking Regulations
Act, 1949.
Milestones
One among six Public Sector Banks selected by the World Bank for
sanctioning a loan of Rs.72.3 crores for augmentation of Tier-II Capital
under Financial Sector Developmental project in the year 1995.

 One among the few Banks to receive the World Bank loan for technological
up gradation and training.
Launched a Bond Issue of Rs.92.13 crores in November 1996.
Maiden Public Issue of Rs.180 Crores in November 1996.
Introduced Tele banking facility of selected metropolitan centers.
Dena Bank has been the first Bank to introduce:
Minor Savings Scheme.
Credit card in rural India known as "DENA KRISHI SAKH PATRA"
(DKSP).
Drive-in ATM counter of Juhu, Mumbai.
Smart card at selected branches in Mumbai.
Customer rating system for rating the Bank Services.

10

MISSION AND VISION

Mission

The BANK provides its:

Customers -

premier financial services of great value.

Staff -

positive work environment and opportunity for

growth and achievement.

Shareholders - superior financial returns.

Vision
The BANK will emerge as the most preferred Bank of customer choice
in its area of operations, by its reputation and performance.

11

LOGO

The logo of Dena Bank depicts Goddess Lakshmi, the Goddess of

Wealth, according to Hindu mythology.
It was the desire of the founding fathers of the Bank that the Bank
should be a symbol of prosperity for all its clients, and the logo
represents this promise.

12

The contemporary 'D' in the logo reflects

the Dynamism, Dedication and the Drive towards customer
satisfaction.

13

PROMOTERS / SENIOR EXECUTIVES

BOARD OF DIRECTORS

Shri Ashwani Kumar

Chairman & Mg. Director

Shri A. K. Dutt
Executive Director

Shri Sanjeev Jindal

Govt Nominee Director

Shri V. Vasanthan
RBI Nominee Director

Shri S P Sharma
Workmen Employee Director

Shri Mohan Lal Gupta

Officer Employee Director

Shri J Balasubramanian
Director

Shri Vijay Kapoor

Director

14

Shri Rakesh Goel

Director

Shri Mukesh Mohan

Shareholder Director

Shri Rohit M Desai

Shareholder Director

15

GENERAL MANAGERS

Shri M K Jain
Chief General Manager
(Accounts, Inspection &
Internal Audit)

Shri R. K. Gupta
General Manager
(Maharashtra Operations)

Shri M. K. Sharma
General Manager
(North India
Operations)

Shri Ramesh Singh Bora

General Manager
Chief Vigilance Officer

Shri Suresh. N. Patel

General Manager
(Gujarat operations)

Shri B. M. Nanda
General Manager
(RMD)

Shri J K Singh Kharb

General Manager
(Corporate Planning and
Resource Mobilisation)

Shri Nirmal Joshi

General Manager
(On deputation as CVO of
State Bank of Bikaner & Jaipur)

Shri M K Bhatia
General Manager
(Credit)

Shri S K Sharma
General Manager
(IT, FI, Publicity & Board )

Shri Tarun K Pal

General Manager
(Treasury & ID)

Shri S Sarkar
General Manager
(HRM)

16

Shri K C Chhipa
General Manager

Shri D K Dua
General Manager

ORGANISATION HIERARCHY

Chief
Executive
Officer (CEO)

Executive
Director

12 General
Managers

General Manager
(IT,FI Pulicity

General Manager
(Accounts
Inspection & Audit)

General Manager
(Tresury & ID)

General Manager
( Chief Vigilance

General Manager
(HRM)

General Manager
(RMD)

General
Manager

General Manager
(Corporate Planning
& Resource

General
Manager

General Manager (On

deputation as CVO
of State Bank of

General
Manager

17

General Manager
(Credit)

The CEO and Executive Director of the Bank are nominated by the
Government Of India.
The 12 General Manager are appointed By the CEO & Executive
Director and are considered as the Bank staff.

HIERARCHY

Field General
Managers

Regional
Office (Zonal

Regional
Office DELHI

Regional
Office

Regional
Office

Three Field General Managers are appointed for Delhi,

Maharashtra and Gujarat.
The Regional Offices are located at these places headed by
the Zonal Managers by the rank of Deputy General Manager.
Each Regional Office guides 70-100 Branches.
The Field General Manager supervises :
New Delhi: New Delhi, North India Zone, Luckhnow
and Bhopal.
18

 Gujarat: 8 zonal Branches of Ahmedabad,

Gandhinagar, Mehsana, Baroda, Surat, Bhavnagar,
Rajkot and Bhuj.
Maharashtra: 5 zones of Mumbai City, Mumbai
suburv, Thane, Pune, Nasik.

Rest of the zonal offices are directly reporting to the Head

Office (Mumbai) :
Kolkata
Raipur
Chennai
Bangalore

19

PRODUCTS AND SERVICES

PRODUCTS

Premium Savings Account Scheme : If Quarterly average Balance Rs 1 Lac is

maintained No Service Charge.
Minimum Balance: Quarterly average balance of Rs. 25,000/Concessions offered
Free cheque books facility
Free of commission Demand Drafts/ MT/ Pay Orders up to an aggregate amount of Rs. 10,000/per month.

Premium Current Account Scheme : Rs 5000/- to be maintained at any point of time

Monthly Average Balance: Rs. 1 Lac per month
Free of commission Demand Drafts/MT/Pay Orders up to an aggregate amount of Rs. 1.00 lac
per month.

Dena Jeevan SB Account : The Savings Deposit account holders of the Bank between 18
and 59 years of age, who opt to become members under the scheme, would be eligible for an
insurance cover of Rs.1,00,000/- ( Rupees One lac only ) on life, at very low premium.
a Life cover of Rs. 1 lac.
a Life insurance cover upto 60 years of age.
a Very low premium.
a No medical tests required. A simple declaration of good health will suffice.

20

Dena Maha Tax Bachat Yojana : Any Individual or a Hindu Undivided Family [HUF]
can invest a minimum amount of Rs 100/- or multiples thereof, to avail Income tax benefit u/s 80C
of the Income Tax Act subject to a maximum of Rs 1,00,000/- in a financial year.
Dena Super Premium Current Account : Automatic transfer of balance from the
Current Account in excess of Rs. 2,00,000/- to Fixed Deposit, in multiples of Rs. 25,000/- and Retransfer of funds from the Fixed Deposit to Current Account in multiples of Rs. 25000/- when there
is a need.

Existing/new customers who maintain the monthly average balance of Rs 2 lac &
minimum balance of Rs. 5000/- for one full calendar month.

Maximum period of deposit: 90 days

Dena Platinum Current Account Scheme : Maintain average quarterly balance in your
current account and avail concession in service charges. If quarterly average balance :
Metro and Urban Branches - Rs 5 Lac and above [average quarterly balance ] is maintained in the
account No Service Charges.

Dena Minor Savings Scheme : A special savings scheme, for minors. Minors who have
attained 10 years of age and above, who can read & write can open Minor Savings Scheme
account in their own singly or jointly. No cheque book is issued to Minor Savings Account holder,
however a minor is allowed to withdraw the money from his account by withdrawal slip.

Dena Recurring Deposit Scheme : Dena Recurring Deposit Scheme enables the depositor
to save in fixed monthly installments. By putting away only a little amount every month, the
depositor gets a tidy lump-sum amount of principal plus interest at the end of the chosen period.
Minimum amount of monthly installment Rs.50/. Further amount in multiple of Rs. 5.

Dena Fixed Deposit Scheme : Dena Fixed Deposit Scheme allows you to choose the
intervals of receiving your interest. You can choose yearly, half-yearly, quarterly or even monthly
interest payments according to your needs of income.
Duration : The deposit is accepted under this scheme for any period from 7 days to 10 years.

SERVICES
21

 Dena ATM Service : Dena Bank Debit cum ATM Card offers you an easy and
convenient way to do all your transactions and that too within a fraction of seconds.

Presently we have more than 693* ATMs all across India and out of these ATMs, 23
ATMs with biometric based identification features have been installed including 21 ATMs
in four tribal blocks in the state of Gujarat initiated by Development Support Agency of
Gujarat Government (D-SAG) as of 30.06.2013.

Internet Banking : The Bank provides its customers with the Internet Banking services
through which the customers can operate their account through internet. They can perform
transactions like funds transfer, balance enquiry, print the statements, etc. To avail this
service Bank provide a password to their customers on their requests.

Dena Bill Pay : Dena BillPay is an extremely convenient service that enables you to pay
your various bills directly from your Dena Bank account without the need for cash, cheques
or standing in long queues.
You can use Dena BillPay to pay various bills-Electricity, Telephone, Mobile, Insurance,
Gas, etc.

Mobile Banking : Dena Bank's offers Dena MConnect the convenient and secure way
to conduct banking transaction in your account using your mobile handset. You can
access facilities like account information, fund transfer. The customer can also avail
the post registration services like reset MPIN, change of mobile number.

Dena e-Tax Pay : The Bank offers its customers with the service of paying their taxes
like:
22

EPayment of Excise and Service Tax : Dena Bank offers its customers the facility of
making E-Payment of Excise / Service Tax. This facility can be availed of by customers
of any Centralized Banking branch of Dena Bank. The customers wishing to pay Excise
or Service tax should possess a valid Assessee code registered with the Central Board of
Excise & Customs. The customer should have Dena Banks' Internet Banking User Id and
Sign On as well as Transaction passwords. E-Payment of Excise / Service tax can be
made at any time of day.

EPayment of Direct Taxes : Dena Bank offers its customers the facility of making EPayment of all Direct Taxes. This facility can be availed of by customers of any
Centralized Banking branch of Dena Bank.The customers wishing to pay Direct taxes
should possess a valid PAN / TAN. The customer should have Dena Banks Internet
Banking User Id and passwords. EPayment of Direct taxes can be made at any time of
day.

Dena Alert Services : Alerts" are messages that are sent to the customer in form of
SMS on occurrence of events. Customers who have provided the mobile number at the time
of opening of the account would receive alerts on occurrence of certain events.

23

COMPETITORS

Andhra Bank

Punjab National Bank

Canara Bank

Bank of India
Syndicate Bank

24

GEOGRAPHICAL COVERAGE

Category

March 13

% Share

Rural

543

37.09

Semi Urban

299

20.42

Urban

285

19.47

Metro

377

23.02

Total

1464

100

Category

Rural

Semi Urban

Urban

OBJECTIVES OF DEPOSITS
25

Metro

Deposit Policy
One of the important functions of the Bank is to accept deposits from the
public for the purpose of lending. In fact, depositors are the major
stakeholders of the Banking system. Therefore the depositors and their
interests form the key area of the Regulatory Framework for Banking in India
and this has been enshrined in the Banking Regulation Act, 1949. The Reserve
Bank of India is empowered to issue directives / advises on interest rates on
deposits and other aspects regarding conduct of deposit accounts from time to
time.
This Policy document on deposits outlines the guiding principles in respect of
formulation of various deposit products offered by the Bank and terms and
conditions governing the conduct of accounts. This document recognizes the
rights of depositors and aims at dissemination of information with regard to
various aspects of acceptance of deposit from members of public, conduct and
operations of various deposits accounts, payment of interest on various
deposit accounts, closure of deposit accounts, method of settlement of claims
of deceased depositors etc., for the knowledge and benefit of customers. This
document will impart greater transparency in dealing with the individual
customers and create awareness among customers of their rights.
While adopting this policy, the Bank reiterates its commitments to individual
customers outlined in our "Code of Bank's Commitments to Customers",
which is based on the model Code, prepared by Banking Codes and Standards
Board of India (BCSBI) and as approved by the Board.

Types Of Deposit Accounts

26

While various deposit products offered by the Bank are assigned different names,
they can be categorized broadly into Savings, Current and Term Deposits.

DEMAND DEPOSITS
It means a deposit received by the Bank, which is withdraw able on demand.
(Current and Savings Account Deposits are Demand Deposits).
SAVINGS DEPOSITS
"Savings Deposits" means a form of demand deposit which is subject to
restrictions as to the number of withdrawals permitted by the Bank during a
specified period.
CURRENT ACCOUNTS
"Current Account" means a form of demand deposit where from
withdrawals are allowed any number of times depending upon the balance in
the account or up to a particular agreed amount and will also include other
deposit accounts which are neither Savings Deposit nor Term Deposit like
margin deposits where no interest is payable.

TERM DEPOSITS
"Term Deposit" means a deposit received by the Bank for a fixed period
generally withdrawable only after the expiry of the fixed period and include
deposits such as Recurring Deposits inclusive of Loan linked / insurance
linked R.D., Dena Freedom Deposit, Samruddhi Deposit, Fixed Deposit,
Savifix ( Dena Savifix Deposit Scheme offers the facility of Sweep-Out and
Sweep-In of the deposits.) Ceiling for conversion of units to Term Deposit
and Maximum period will be decided by the Bank from time to time. Penalty
for premature withdrawal is not applicable for this scheme.
Term deposit is available for a minimum period of 7 days and for a maximum
period of 10 years. However, as per mandate of the customer, Term Deposit
can be renewed on the date of maturity for the period mentioned in the
mandate at the rate prevalent on the date of maturity.

OPENING OF ACCOUNT
27

The primary document through which customer relationship is established is

Account opening Form ( AOF) .The account opening forms, copy of BCSBI code
and other related material would be provided to the prospective depositor by the
Bank. The Account opening Form comprises of two parts:
(i) Customer Relationship Form
( ii) Customer Profile Form.
Every field / column provided in the Customer relationship Form has to be
mandatorily filled in by Customer/s. Names of the account holder/s should be
written legibly. The customer Profile Form provides a wealth of information on the
customers that facilitates mitigation of money laundering Risk. Getting all the
information properly filled up by customer will, therefore enable proper
implementation of KYC,/AML/CFT framework.
The Account opening forms contain details of information to be furnished and
documents to be produced for verification like PAN No. or Form 60 to avail Tax
benefit and some other records / proof like Ration card, Passport etc.

KYC NORMS
Know your customer (KYC) refers to due diligence activities that financial
institutions and other regulated companies must perform to ascertain relevant
information from their clients for the purpose of doing business with them. The
term is also used to refer to the bank regulation which governs these activities.
Know Your Customer processes are also employed by companies of all sizes for
the purpose of ensuring their proposed agents, consultants or distributors antibribery compliance. Banks, insurers and export credit agencies are increasingly
demanding that customers provide detailed anti-corruption information, to verify
their probity and integrity.

28

Customer Identification Procedure

1. Information collected at the outset for customer identification purpose to
include :
(i) the purpose and reason for opening the account or establishing the relationship.
(ii) the anticipated level and nature of the activity that is to be undertaken
(iiii) the expected origin of the funds to be used within the relationship.
(iv) details of occupation / employment to be sought for Bank accounts and sources
of wealth or income will be required for some banking relationship
2. KYC Documentation for different types of liability accounts
The new documentation guidelines below will be applicable to all new Customers
opening Current, Savings and Term deposit accounts as well as existing customers,
where existing documentation does not conform to these documentation standards.
Existing current accounts in high and medium risk classification will be subjected
to revised KYC procedures as per the guidelines formulated by our Bank for
rectifying such accounts, applying the norms of materiality and risk. The exact
documents / guidelines to be taken for each type of account / product offered are
specified in KYC and AML policies prescribed by our Compliance Department
and hence not repeated here.
(Circular No. 120/17/2011 dated 02.08.2011 of compliance department)

29

TYPE OF ACCOUNTS OTHER THAN USUAL

DEMAND & TIME DEPOSITS
MINORS' ACCOUNTS:
A minor can open Savings Bank account with initial deposit of Rs. 10/- and can
maintain the account with Zero balance . Birth date of minor is required to be
noted on Banks account opening form at the time of opening account The
minimum balance charges will not be levied to the account. Bank will issue
guideline regarding any changes from time to time.
The account can be operated by the natural guardian or by minor him / her, if he /
she is above the age of 10 years. The account can also be opened jointly. Accounts
singly operated by Minor will not be provided with cheque book facility.
On attaining majority, the erstwhile minor should confirm to the Bank of the
balance in his / her account. If the account is otherwise to be operated by the
natural guardian - recent photographs and fresh specimen signature of erstwhile
minor duly verified by the natural guardian would be obtained and kept on record
by the Bank for future operations.
Savings Bank / Term Deposit account can also be opened by a minor jointly with
natural guardian or with Mother as the guardian.

OPENING OF ACCOUNT OF SALARIED PERSON :

For Opening of accounts of Salaried persons branches should not only rely on a
certificate issued by the employer as the only KYC document account for purpose
of certification of Identity as well as Address Proof. Such practice is open to
misuse and fraught with risk. Hence branches need to rely on certification only
from the corporate and other reputed entities and should be aware of the competent
authority resigned by certain employer to issue such certificate / letter and attested
Salary slip along with one of the officially valid document i.e. PAN Card, Voters
Identity card and utility bill (electricity bill/telephone bill). These accounts can be
opened and maintained at Zero Balance . The Account holder will be allowed to
maintain the account at zero balance as long as he/ she is associated with the
organization. In case of retirement or switch over to other organization the account

30

will be treated as Regular Savings Account where in he/ she will have to maintain
required minimum balance.
OPENING OF CORPORATE SALARY ACCOUNT :
With an objective to enhance our Low Cost Deposit clientele base and to increase
CASA Deposits, a new Saving Bank Account Scheme named as Corporate
Salary Account has been designed. The targeted clientele for the scheme are
employees working in Central / State Government/ PSUs/ Reputed Public Limited
Companies/ MNCs/ Reputed Educational Institutions (Govt. recognized/ aided
Schools/ Colleges/ Universities/ Research Institutes who have more disposable
income and capable of maintaining large balance in Savings Bank Account. The
main feature of the scheme is availability of an overdraft upto two months net
salary of the account holder which shall enable them to meet their urgent social
obligation/requirement such as medical/educational expenses etc.
The account can be opened and maintained at Zero Balance. The account holder
will be allowed to maintain at zero balance as long as he/she associated with that
organization. In case of Retirement, switch over to other organization the Account
will be treated as Regular Savings Bank Account wherein he/she will have to
maintain the required minimum balance charges.
(circular No 269/58/2011-12 dated 30.11.2011)
OPENING OF SAVING ACCOUNT JOINTLY WITH NRI .
RBI vide circular No. RBI/2011-12/173 dated September 15, 2011
As per the latest RBI guideline individuals resident in India may be permitted to
include Non Resident close relative(s), (relatives as defined in section 6 of
Companies Act,1956 ). As a joint holder(s) in their resident Bank accounts on
former or survivor basis. However, such non resident Indian close relatives shall
not be eligible to operate the account during the lifetime of the resident account
holder.
( Circular no.290/64/2011-12 dated 15.12.20011.)
ACCOUNT OF ILLITERATE / BLIND PERSON

31

The Bank may at its discretion, open Deposit Accounts other than Current Account
of Illiterate / Blind persons.
The account of such person may be opened provided he / she call on the Bank
personally along with a witness who is known to both the depositor and the Bank.
Normally, no cheque book facility is provided for such Savings Bank account.
At the time of withdrawal / repayment of deposit amount and / or payment of
interest, the account holder should affix his / her thumb impression or mark in the
presence of the authorized officer who should verify the identity of the person. The
Branch shall explain the need for proper care and safe keeping of the pass book,
etc. given to the account holder. The Bank official shall explain the 'terms and
conditions' governing the account to the illiterate.

ACCOUNT OF VISUALLY IMPAIRED PERSONS

The Bank to open Deposit Accounts other than Current Account of visually
impaired person. The account of such person may be opened provided he / she call
on the Branch personally along with a witness who is known to both the depositor
and the Bank.
However, Branch shall ensure that all the banking facilities such as cheque book
facility including ATM facility, Net banking facility, locker facility, retail loans,
credit cards etc. are invariably offered to the visually challenged without any
discrimination.
At the time of withdrawal / repayment of deposit amount and / or payment of
interest, the account holder should affix his / her thumb impression or mark in the
presence of the authorized officer who should verify the identity of the person. The
Bank to explain the need for proper care and safe keeping of the pass book, cheque
book etc. given to the account holder. The Branch official to explain the 'terms and
conditions' governing the account to the Visually Impaired Persons.
Branches to render all possible assistance to the visually challenged for availing
the various banking facilities.
OPENING OF A BANK ACCOUNT OF A PERSON WHO HAS LOST
BOTH HIS/ HER HANDS AND COULD NOT SIGN THE CHEQUE /
WITHDRAWAL FORM

32

In terms of the General Clauses Act, the term Sign with its grammatical
variations and cognate expressions, shall with reference to a person who is unable
to write his name,include mark with its grammatical variations and cognate
expressions. The SupremeCourt has held in AIR 1950 Supreme Court, 265 that
there must be physical contact between the person who is to sign and the signature
can be by means of a mark. This mark can be placed by the person in any manner.
It could be the toe impression, as suggested. It can be by means of mark which
anybody can put on behalf of the person who has to sign, the mark being put by an
instrument which has had a physical contact with the person who has to sign.

OPENING OF ACCOUNT OF THE DISABLED PERSONS WITH

AUTISM,CEREBRAL PALSY, MENTAL RETARDATION AND
MULTIPLE DISABILITIES
Bank will rely upon the Guardianship Certificate issued either by the District Court
under Mental Health Act or by the Local Level Committees under the above Act
for the purposes of opening / operating bank accounts. Bank will explain the
details of opening of account and its operational guidelines to the parents / relatives
of the disabled persons don't face any difficulty in this regard.
ACCOUNTS OF MARRIED WOMEN
In order to facilitate newly married women in opening new account / transferring
or getting the pre marital name and address changed in an existing is permitted.
Bank can accept any valid document which provides customer information to their
satisfaction as part of implementation of customer identification procedure in the
absence of documents prescribed there in.
Bank will allow the women to open the account with their maiden name adhering
to KYC guidelines.
Details of opening of new Account/ transferring of Account or Change in the name
of existing account is furnished in KYC / Anti Money Laundering Policy ( circular
No.120/17/2011-12 dated 02.08.2011 issued by Compliance Dept)

33

 OPENING OF ACCOUNTS OF MINORITY COMMUNITIES :

Savings accounts of Minority communities are to be opened adhering to KYC
guidelines without any hassle .
OPENING OF CURRENT ACCOUNTS NEED FOR DISCIPLINE
Regional Offices to ensure that branches shall not open Current accounts of entities
which enjoying credit facilities (fund based or non-fund based) from the banking
system without specifically obtaining a No-Objection Certificate from the lending
bank(s).
Branch may open current accounts of prospective customers in case no response is
received from the existing bankers after a minimum waiting period of a fortnight.
If a response is received within a fortnight, branch will assess the situation with
reference to information provided on the prospective customer by the bank
concerned and are not required to solicit a formal no objection, consistent with true
freedom to the customer of banks as well as needed due diligence on the customer
by the bank. In case of a prospective customer who is a corporate or large borrower
enjoying credit facilities from more than one bank, the branch will exercise due
diligence and inform the consortium leader, if under consortium, and the concerned
banks, if under multiple banking arrangement.

34

BRANCHES TO SEND THANKS/ WELCOME LETTER TO ALL

THE NEW CUSTOMERS AFTER OPENING OF ACCOUNT TO
COMPLY WITH KYC NORMS
Banker has to observe a number of rules/precautions because opening an account
would mean entering into a contract with the person(s) willing to open an account.
This involves certain responsibilities and obligations - legal and customary - which
it must discharge with reasonable care to protect its own interest as well as to
maintain the faith of the general public.
Hence all the branches should send Thanks/ Welcome letter to the account holder
at the address given in the account opening form (Not to handover to the customer
personally) for opening the account with the branch.This procedure will confirm
the correctness of the address given by the customer and also the bonafides of the
customer.( Our circular no. 277/62/2011-12 dated 03.12.2011)

35

BANKS PERFORMANCE

DEPOSITS (as on 31st March, 2013)

Total Deposits growth by 25.97% y-o-y at 97,207cr.
Term Deposits growth by 35.99% y-o-y at 64,254cr.
CASA growth by 5.45% y-o-y at 28,039cr.
CASA share in Total Deposits at 28.84%.

DEPOSITS BREAKUP
SB, 21283,
21.90%

SB

CA

TD , 64254,
66.10%

36

CA, 6755,
6.95%

TERM DEPOSITS

ADVANCES
(Growth % in advances as on 31st march, 2013 as compared to
march,2012 )

March,12

March, 13

Gross Advances

57,159 (26.56%)

66,457 (16.27%)

Priority Sector

15,501 (24.60%)

18868 (21.72%)

Direct Agriculture

3,875 (31.13%)

5295 (36.65%)

MSME

8,291 (43.74%)

10,673 (28.73%)

Retail

7,282 (18.68%)

7,724 (6.07%)

Bank has witnessed CAGR of 21.31% in

Advances over last two years.

37

CAPITAL ADEQUACY RATIO

(RUPEES Crore as on 31st march, 2013 as compared to
march,2012)

Rs. Crore

March,12

Net Worth

4256

4626

Risk Weighted
Assets

50574

66813

Total capital Funds

5822

7373

Tier I Capital

4482

4852

Tier II Capital

1340

2521

Rs. Crore

March,13

Capital Adequacy Ratio

March,12

March,13

Under Basel I

10.07

9.67

Under Basel II

11.51

11.03

Tier I

8.86

7.26

Tier II

2.65

3.77

38

OTHER HIGHLIGHTS

Category March,12 March,13 Difference %increase

Net Profit
Operating
Profit
Total
Income
Net Interest
Income
Return On
Assets
Return On
Equity
Earning
per Share

803.14
1,528.43

810.38
1738.86

7.27
210.43

0.90%
13.77%

9554.85

7376.30

2178.55

29.53%

2383.10

210.00

13.43%
0.86%
17.62%

24.08 rs.

23.15 rs.

Net Interest Margin: Interest Spread to average interest bearing

assets for Year ended 31.03.2013 has been at 2.80%.
The Net Profit per employee at 7.31 lakhs and the Net Profit per
Branch was at 58.94 lakh during year ended 31.03.2013.

39

POSITIONING OF THE BANK IN INDUSTRY

SPACE
No.

Nationalized Banks

Allahabad Bank

Andhra Bank

Bank of Baroda

Bank of India

Bank of Maharashtra

Canara Bank

Central Bank of India

Corporation Bank

Dena Bank

10

Indian Bank

11

Indian Overseas Bank

12

Oriental Bank of Commerce

13

Punjab & Sind Bank

40

Sl. No.

Nationalized Banks

14

Punjab National Bank

15

Reserve Bank of India

16

State Bank of Bikaner & Jaipur

17

State Bank of Hyderabad

18

State Bank of India

19

State Bank of Mysore

20

State Bank of Patiala

21

State Bank of Travancore

22

Syndicate Bank

23

UCO Bank

24

Union Bank of India

25

United Bank of India

26

Vijaya Bank

41

FUTURE PLANS OF ACTION

Dena Bank to set up 13 more branches in East, North-East, Kolkata June

17: The Bank has planned to curve out a new zone, comprising Bihar and
Jharkhand, to be headquartered at Patna.

Dena Bank plans to spread wings overseas: We have already got the
approval from the Reserve Bank of India for opening a representative office
in the UK. The permission of the Finance Ministry is awaited, Kumar told
reporters here today.
The bank is also planning to open its branches in the US and African
countries, Chairman and Managing Director Ashwani Kumar.

Bank is targeting credit growth of 16% and deposit growth of 18%.

Bank expects to maintain NIM (Net Interest Margin) around 3%.

Having opened 122 branches during 2012-13, Bank plans to open 150
branches during the FY 2013-14.

42

43

CSR INITIATIVES

Scholarship to Girl Child

Mediclaim to all DKCC Borrowers by the Bank
Donation of wheel chairs to physically challenged
Donation of Water tanks to Drought Hit Areas of
Maharashtra.
Health Check up Camps.
Urban Financial Inclusion 199 Kiosks already set up with
Geosansar.
20 ATMs in Tribal areas including Biometric ATMs.

44

ON THE JOB
TRAINING
REPORT

45

OBJECTIVES OF TRAINING
To get a hand on experience in banking sector.
To understand the functioning of a financial institution.
To implement the skills and knowledge learned till date in
the actual working environment.
To develop and implement strategies in the working
environment.
To determine and inculcate marketing skills.

DETAILS OF WORK ASSIGNED

46

 To canvass for current and savings accounts :

My work was to analyze the current accounts for SME and retail sector
clients and savings accounts for individual clients.
It included to understand the current and saving accounts guidelines that are
needed to be fulfilled by the client for availing the accounts facilities.
Moreover to understand the guidelines issued by the bank in lieu of RBI for
daily transactions.
Banking Operations :
I was assigned the task of installing customized software named finacle in
the systems installed in the new Branch.
Apart from this I accomplished major and minor POs work like customer
handling, opening of accounts, etc.

Marketing :
To visit the target clients and to provide them information about the various
products and services offered by the bank and to encourage them to get
associated with the bank.

WEEKLY DESCRIPTION OF WORK

47

WEEK 1 : Staff Training College

Reading and understanding the Deposit Policy of the Bank
in Staff Training College was the main task which includes:
Types of accounts.
How the accounts get opened.
What all formalities the client need to complete.
What all documents a client must present at the time of
opening of account according to KYC norms decided by the
Bank and RBI.
Who all can get associated with the Bank.
What all products and services are offered by the Bank.

WEEK 2 : Karol Bagh Branch and Test Marketing

Shifted to the Karol Bagh branch of the Bank on 20th May,2013 for
direct dealing with the clients.
Remained in Karol Bagh branch for around period of 10 days till
30th May,2013.
Visited the near markets to make SMEs, individuals aware about
the products Bank is offering for different types of customers.
During this period was able to open the accounts of 3 customers.
S.No.

Name of Customer

Type of account Account No. allotted

48

1.

Mr. Mohammad
Sahabuddin

Savings

013610025376

2.

Mr. Seemant Soni

Savings

013610025377

3.

Mr. Manoj Madan

Savings

013610025378

WEEK 3 : Rohini Branch and Test Marketing

Joined sec-9 Branch Rohini on 31st May,2013.
Rohini Branch was not operative and I along with the Banks
officer were use to open the Accounts by visiting the near market
of D.C. Chowk and the residential apartments.
The very first day of Rohini Branch I mainly worked on
installations of computer Hardware and Software with the consent
of Regional Office Delhi and EPD, Mumbai.
During this week I was able to open the accounts of 6 customers.
S.No.

Name Of Customer

Account Type

1.

Mr. Taneja

Savings

2.

Mr. Saurav Goel

Savings

3.

Mrs. Prem Devi Sharma

Savings

4.

Savings

5.

Savings

6.

Savings

WEEK 4 : Customer Handling

49

 During this week the Branch became operative for the public

transactions.
As branch became operative I was assigned the work of opening of
accounts, dealing with the new clients, customer handling and
solving their problems if any, scanning of the signature cards,
sending thanks letter to the customers, etc.
Apart from this I started assisting the officer as by helping her in
the work like checking the formalities to b completed by the client
in case of account opening, for availing the Locker facility, for
making fixed deposits, etc.
Worked on printing of Thanks Letters.
During the week I was able to open the accounts 13 savings
accounts.

S.No.

Name of the customer

1.

Miss. Nancy Bansal

Savings

2.

Mrs. Madhu Bansal

Savings

3.

Mrs. Roshni Devi

Savings

4.

Mrs. Geeta

Savings

5.

Anju & Darshan Jain

Joint- Savings

6.

Anisha Thakkar &

Swadesh Kumar

Joint- Savings

7.

Mrs. Meenakshi Goyal

Savings

8.

Mr. Dharam Bir

Savings

9.

Mr. S.K. Talwal & Kanta

Joint- Savings

10.

Mrs. Sonia

Savings

50

Account Type

11.

Mrs. Aneeta Thakkar &

Swadesh Thakkar

Joint- Savings

12.

Miss. Chhaya Sharma

Savings

13.

Mr. Dev Krishan & Anju

Joint- Savings

WEEK 5 :
This week the main work assigned to me was printing, packaging
and dispatching of the Thanks Letters to the account holders of the
bank and I was able to dispatch 290 letters.
Opened the accounts of:
S. No.

Name of the
Customer

Account Type

1.

Mrs. Manjeet Kaur

Savings

2.

Mr. Shashwat Bedi &

Mrs. Tinny Bedi
Miss. Richa Arora

Joint- Savings

3.

Savings

Along with this I was able to look after the customers by helping
them in opening of FD accounts and allotting them lockers.
o Mr. Dimple Bhalla
51

o
o
o
o
o
o

Mr. Prakash Chander

Mr. Narender Kumar Jain
Mrs. Neelam Kumari & Miss Ankita
Mr. Kamlesh Aggarwal
Mrs. Rachna Gupta
Mr. Pradeep Gupta

WEEK 6 :
During this week I mainly worked on sending the thanks letters to
the clients as sent 279 letters.
Like the previous weeks this week also I was into customer
handling.
Opened savings account of Mr. Vishnu.
Allotted Lockers to:
o Mrs. Rita Arora
o Mr. Chander Shekhar Gaur
o Mr. Mahesh Kumar

52

WEEK 7 and 8 :
Like other weeks these two weeks also I was assigned the work at
Banks Branch only.
Worked on Thanks Letters, Scanning of Signature Cards for the
Bank records, opening of accounts, Fixed deposits, allotment of
lockers, etc.

KEY OBSERVATIONS AND FINDINGS

53

 Working in a Banking environment has helped me to understand

various banking terms which earlier I was unaware.
Marketing of a well known brand was much easier as compared to
unknown brands.
Sometimes customer handling was a tedious task.
Learning multitasking in practicality which is necessary in banking
operations.
Employee engagement and motivation is of utmost importance in a
workspace.
Various schemes were offered to lure the client.
Professional relationships are more important than personal
relationships

54

CONCLUSION

Dena Bank makes its products available to its customers by understanding their
needs and the current scenario of the industry by giving each and every product a
detailed analysis. Some of its popular products are savings account, fixed deposit
schemes, recurring deposits, alpa bachat khata scheme and minor savings account
which are hot selling products in the market.
Dena bank has something for each category of customer may it be senior citizens,
small and medium enterprise, minors and household and that is its edge over other
banks. Due to the changing market requirements and customer needs it needs to
update itself and focus more on customer retention and attract more clients.

55

BIBLIOGRAPHY

www.denabank.com
www.wikipedia.com
www.google.com
www.yahoo.com

56

ANNEXURE

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