INTERNSHIP REPORT

In partial fulfillment of the requirement for the award of Degree of

Masters in Business Administration

SUBMITTED TO:
Prof. (Tenure)
Dr. Muhammad Khalid Pervaiz
Rector,

Hajvery University (HU)

Lahore, Pakistan
SUBMITTED BY:
Wajid Ali
Roll # ***-****
MBA (Professional)
Session (2012-2016)
SPECIALIZATION:
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BANKING & FINANCE

HU Business School

PREFACE
The field of banking has always been a source of inspiration for me during my entire
academic career. To work in a bank, to acquaint with its working mechanism was always a
point of interest for me and Almighty Allah gave me a golden opportunity to complete my
internship at United Bank Limited, one of the leading bank in Pakistan which ranked at first
position in 2016 and well known in the world due to its appearance in the international
markets. I had a general idea about the banking, but once I practically started the internship in
banking field I observed much about banking. I realized the importance and significance of
commercial banking for the development of economy. To adjust myself in such a large
commercial organization was not an easy task, but by the grace of Almighty Allah I
completed my internship in a befitting manner and I learned a lot about the overall banking
arena. This expanded my vision about the banking sector, which in turn enabled me to make
an appraisal of the economic situation of our country. This report is a thorough essence of my
rigorous studies which I undergone through in a period of SIX weeks from 25-July-2016 to
04-September-2016 in UBL. I have exclusively studied and observed the operations/
functioning of the bank and tried my best to abreast myself with all the dimensions of the
bank. The purpose of this report is to evaluate the performance of UBL in diversified avenues
and give concrete recommendation for further improvement. Although the bank is
functioning satisfactory, but the path to ultimate success is still full of threats and hurdles. It
was a great experience to work there and contribute handsomely in the process of appraising
its pros and cons and feeling to be a significant part of the bank. I am thankful to all those
who helped me in one-way or the other and guided me in the preparation and compilation of
this report in a presentable fashion.

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ACKNOWLEDGEMENT
By the grace of Almighty Allah, the most Merciful, the most Beneficial, I am today
submitting my internship report at the end of my first practical working experience and I am
glad to have it with UBL, where you come first, only if you're the customer. Thirst of
learning is inside you, and whatever the environment, if you're willing to learn, you do. At
UBL I had a new, challenging, yet a perfect environment to learn. My parents' prayers and
their teachings were always with me and hereby I would like to take this opportunity to show
my gratitude to all those who made my internship an adventurous outwit.
Here I am, from more professional and rather corporate environment of UBL Nawan Kot
branch. I never knew what it all going to be. As I enter the branch, despite of the most hectic
schedule, Sir Anique Babar Butt welcomed me wholeheartedly. I am really grateful to him
for clarifying my concepts and making me learn from his experience. Also the person to
whom I would like to give my regards is the female officer Madam Sana Naeem from
clearance department of the bank, who gave me very useful tips and information. I might not
be able to complete my internship without her co-operation and her kind behavior. Whatever
I learnt from both of them will definitely help me in my professional life ahead. Thank you so
much for being so co-operative and so helpful every time.
I am thankful to all the bank staff of UBL Nawan Kot branch and particularly.

United Bank Limited | where you come first

Mr. Zahid Iqbal

Mr. Anique Babar Butt
Mr. Kamran Aslam
Miss Sana Naeem
Miss Nawal Khan
Miss Kanwal Azam
Miss Afshan

Branch Manager
Operation Manager
Personal Banker
Retail Banking Officer
Retail Banking Officer
Customer Service Representative
Sales Officer

DEDICATION
I would like to dedicate my work to my Mother from whom I have received a great
inspiration and boost for doing this important work. In addition, I dedicate this work to my
teachers at Hajvery University, Lahore. They guided me, shown their confidence in me and
made me realize that I am very capable of doing such kind of work. I would also like to
dedicate my work to all my class fellows and colleagues in UBL Nawan Kot (1740) branch
who really helped me to perform this work. May Almighty ALLAH bless them all.

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Table of Contents
PREFACE................................................................................................................ 2
ACKNOWLEDGEMENT............................................................................................ 3
DEDICATION.......................................................................................................... 4
EXECUTIVE SUMMARY........................................................................................... 7
PLAN OF MY INTERNSHIP PROGRAM.....................................................................8
PURPOSE OF STUDY:............................................................................................. 9
SCOPE OF STUDY:................................................................................................. 9
LIMITATION OF STUDY:......................................................................................... 9
METHODOLOGY OF STUDY:................................................................................... 9
1)

PRIMARY DATA:......................................................................................... 9
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2)

SECONDARY DATA:................................................................................... 9

BANKING SYSTEM:.............................................................................................. 10
BANKING HISTORY:............................................................................................. 10
BANKING IN PAKISTAN:....................................................................................... 10
ADVANTAGES OF BANKING SYSTEM FOR ECONOMY:..........................................11
UBL HISTORY:...................................................................................................... 12
VISION, MISSION & CORE VALUES:....................................................................14
BRIEF INTRODUCTION OF THE ORGANIZATION:................................................15
PRODUCT LINES:................................................................................................. 16
1)

Current Account:..................................................................................... 16

2)

Basic Banking Account (BBA)..................................................................16

3)

PLS Saving Account................................................................................. 17

4)

UBL Asaan Account................................................................................. 17

LOAN PRODUCTS:................................................................................................ 17
1)

Business line........................................................................................... 18

2)

UBL Cash line.......................................................................................... 18

3)

Credit Cards............................................................................................ 18

SERVICES:........................................................................................................... 18
1)

Demand Drafts........................................................................................ 19

2)

Commission Free Remittance..................................................................19

3)

Online Fund Transfer:.............................................................................. 19

INTRODUCTION OF ALL THE DEPARTMENTS.......................................................20

1)

OPERATIONS DEPARTMENT:...................................................................20

2)

ACCOUNT OPENING DEPARTMENT:.........................................................20

3)

REMITTANCE DEPARTMENT:....................................................................22

4)

BILLS CLEARING DEPARTMENT:..............................................................25

5)

CASH DEPARTMENT:............................................................................... 28

6)

LOCKERS DEPARTMENT:.........................................................................28

DETAILS OF THE TASKS PERFORMED BY ME:......................................................29

STRENGTHS & WEAKNESSES:............................................................................. 35
1)

STRENGTHS:........................................................................................... 35

2)

WEAKNESSES:........................................................................................ 36

RECOMMENDATIONS:.......................................................................................... 37
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CONCLUSION:...................................................................................................... 39
REFERENCE & SOURCES USED:...........................................................................40
ANNEXES:............................................................................................................ 40
A PICTURE FROM INDEPENDENCE DAY CELEBRATIONS:.....................................41
SCANNED COPY OF THE INTERNSHIP COMPLETION CERTIFICATE:....................42
SCANNED COPY OF INTERNSHIP EVALUATION FORM:........................................43

EXECUTIVE SUMMARY
This is an internship report regarding my learning and understanding during my SIX weeks
internship program in UBL. It starts with an introduction about Banking followed by the
introduction of UBL. It gives a briefing about all the financial products of UBL.
This report also includes the different features of the products. All the services provided by
UBL has also been discussed and explained along with the strength and weaknesses of the
organization.
This report shows and internal architecture of the working of the UBL Business. It gives a
detail about the supporting department that has helped the business in their daily working.
Also it discusses the objectives, policies of the organization. There are also some
suggestions/recommendations for UBL in the end.
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PLAN OF MY INTERNSHIP PROGRAM

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a) A Brief Introduction of the (UBL) Branch from where I Completed My

Internship

UBL Nawan Kot (1740) Branch is the oldest branch in Samanabad area. It is the only branch
in Samanabad area that has been shifted to Morr Samanabad in a new building about a year
ago near Sanawar Center and it is the merger of two to three old UBL branches that were
located in different parts of Samanabad in past. This Branch is situated in the most
commercial and competitive area of Samanabad i.e., at Morr Samanabad, Multan Road. Now
I would like to tell something about Morr Samanabad which is the oldest square in Lahore,
where many of the commercial buildings, plazas, small businesses such as retail shops, milk
shops, school chains, bakeries, mobile markets, computer markets, hardware stores, a large
number of car showrooms, restaurants and many other business places are situated. Its major
customers are mainly from all these mentioned businesses and households in the area also
some major customers belong to government and semi government institutions. An advantage
which UBL Nawan Kot branch has is that other banks like, Muslim Commercial Bank, Allied
Bank, Habib Bank, Alfalah Bank, National Bank of Pakistan, Standard Chartered Bank,
Faysal Bank, Meezan Bank and The Bank of Punjab have no branch at Morr Samanabad
rather all those banks have their branches situated at First Round About commonly or
popularly known as (Pehla Gol Chakar) at a distance of some 500 meters from UBL Nawan
Kot branch so those banks are not creating a healthy rivalry with this branch of UBL.
In the said branch there are 11 staff members.
b) Starting and Ending Dates of My Internship & Total Duration

I started my internship program on 25-July-2016 and my last date of internship program was
04-September-2016. The duration of my internship program was 6 weeks.
c) Names of the Departments in which I got Training

Account Opening Department

Remittance Department

Bills Clearing Department

Operation Department

Lockers Department

PURPOSE OF STUDY:
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The purpose of the study is to work in real life situation and learn banking practice by doing.
In this context its objectives are:

To analyze banking operations i.e. Operational Analysis

To develop concrete and feasible recommendations.

SCOPE OF STUDY:
The study is confined mainly to banking operations. An attempt, along with all its limitations,
the operational analysis has been made. Keeping in view the purpose of the study, which is to
make an acquaintance with practical doings in the bank, this seems a comprehensive effort.

LIMITATION OF STUDY:
It is to admit that the study attempts only those aspects, which are closely relevant to the
purpose of the study. Facts and figures, which otherwise might be equally important, but not
having a direct bearing on the conclusions arrived at this study, have been ignored. The most
important limitation from which the study suffers is the non-availability of information in a
manner required for analysis and the secrecy of the bank. Another important limitation of the
study is time and space constraint.

METHODOLOGY OF STUDY:
Primary and secondary data were used in compilation of report.
Methodological tools were:
1) PRIMARY DATA:

Personal Observations
Discussion with Bank Personnel

2) SECONDARY DATA:

Brochures/ Manuals of the bank

Journals, newspapers and books
Internet

BANKING SYSTEM:
Banking services are extremely important for both economies i.e., developed and developing
economy such as Pakistan. Banking services serve two primary purposes. First one is, by
supplying customer with the basic mediums-of-exchange (cash, current account and credit
cards). Without these familiar methods of payment, goods could only be exchanged by barter,
which is time-consuming and inefficient. Second, by accepting money deposits from savers
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and then lending money to borrowers, banks encourage flow of money to productive use and
investments. Without this flow, savings would sit idle in someones safe, it would not be
available to borrow, people would not be able to purchase cars or houses, and businesses
would not be able to build the new factories. Enabling the flow of money from savers to
investors is called financial intermediation, and it is extremely important for the growth of
economy.

BANKING HISTORY:
Consensus on the origination of word Bank is not yet reached at. Some authors opinion is
that this word is derived from the words Bancus or Banque, which mean a bench and
they further relate banking business inception to Jews in Lombardy. Other authorities state
that the word Bank is derived from the German word Back which means Joint Stock
fund and later on due to German occupation of Italy, this word was Italianated into Bank.
Authors quote Babylonians (few quotes Chinese) who developed banking system as early as
2000. B.C1

BANKING IN PAKISTAN:
Banking started in Pakistan after the bold and emergent decision of formulation of SBP on
July 30, 1948. Thereafter this sector has witnessed enormous growth. In 1974 banks were
nationalized, in the hope that new era of growth could be achieved through it. However the
process is reverse since 1991, up till now MCB, ABL, and UBL have been privatized and
HBL is in the process of its privatization.

ADVANTAGES OF BANKING SYSTEM FOR ECONOMY:

The deposit and loan services provided by banks benefit an economy in many ways. First,
Current account, because they act like cash, make it much easier to buy goods and services
and therefore help both consumers and businesses, who would find it in convenient to carry
or send through the mail huge amounts of cash. Second, loans enable consumers to improve
their standard of living by borrowing money to purchase cars, houses, and other expensive
consumer goods that they otherwise could not afford.
Third, loans help businesses finance plant expansion and production of new goods, and
therefore increase employment and economic growth. Finally, since banks want loans repaid,
banks choose borrowers carefully and monitor performance of a companys managers very
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closely. This helps ensure that only the best projects get financed and that companies are run
efficiently. This creates a healthy, efficient economy. In addition, since the owners
(stockholders)

of

company

receiving

loan

want

their company to be profitable and managed efficiently, bankers act as surrogate monitors for
stockholders who cannot be present on a regular basis to watch the companys managers.

UBL HISTORY:
It begun with a vision, a vision of unparalleled progress and unmatched excellence true to the
spirit of the era! November 7th 1959, Pakistan witnessed an event that would change the way
we banked forever. It was not just the inauguration of UBLs first branch at I.I. Chundrigar; it
was also the birth of the culture of service, a culture of innovation and a culture of financial
excellence!
By June 1960, shortly after six months of opening its doors to the public, UBL had branches
in:

Karachi

Dacca
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Lahore

Lyallpur

Chittagong and Narayanganj

In 1963, UBL became the first bank in Pakistan to have a branch overseas- on William Street
in London, United Kingdom. True to our promise of providing service and care beyond the
ordinary to our customers, UBL and You have had a history. The first saving scheme for
school going children was launched as early as 1960 or the formation of Pakistans first Staff
College of employees in 1964, UBL, through the motivation of its staff and the trust of its
customers, continued to grow at a spectacular pace. In 1967, UBL had hit the dawn on
information in terms of technology, by introducing computer banking to Pakistan and in
1971, UBL once again paved the way by launching 3 online branches in Karachi. The newly
formed state of Pakistan was witnessing the boom of industries and commerce cannoned by
a bank that believed in the potential growth of Pakistan. Small wonder then, by 1978, UBL
had a pledged economic department, had acquired two international banks. UBL also
launched supervised credit and small loan schemes for small to medium sized firms as well as
agriculture and had made for itself, a strong international presence for we had branches in 4
continents.
Throughout its history, UBL has kept pace with- and often exceeded the changing needs of
changing times. Keeping the tradition of innovation alive, UBL introduced Pakistans first
credit card, the UNICARD in 70s and left its mark by launching the Pak Rupees traveler
cheques in 1971. Staying true to its roots, UBL was also the first bank to have an Islamic
banking division and the first to introduce e-banking facilities at Hajj.
In the 1990s the government of Pakistan decided to change the face of banking by creating a
blueprint to privatize UBL. At this point, financial experts were called on board to set the
bank back on course, and with implementation of relevant changes, the government
privatized the bank in the year 2002 Best way and Al Ayaan collaborated, forming the
cornerstone for the UBL of tomorrow.
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Today, UBL opens its eyes to a new vision every day, a vision of resurgent excellence and
renewed commitment to our customers. 52 years into our glorious history UBL is now part
of one of the worlds largest financial services groups.

VISION, MISSION & CORE VALUES:

Vision
To be a world class bank dedicated to excellence, and to surpass the highest expectations of
our customers and all other stakeholders
Mission

Be the undisputed leader in financial services for our customers

Most innovative and fastest growing bank in targeted businesses

Continue to diversify across chosen geographies

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Achieve operational excellence with the highest level of compliance

Consistently create leaders through inspired human capital

Contribute positively to the communities we operate in

Core Values

Customer first

Honesty of purpose

Teamwork

Excellence

Meritocracy

BRIEF INTRODUCTION OF THE ORGANIZATION:

United Bank Limited was incorporated in Pakistan with the registered office in Karachi, and
the principal office situated in Islamabad.
UBL has assets of over Rs.1 trillion and a solid track record of over fifty years - in addition,
the bank operates 1281 branches all over Pakistan including 22 Islamic banking branches,
and 1 branch in Karachi export processing zone and 18 branches outside Pakistan.
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The banks ordinary shares are listed on all three stock exchanges in Pakistan and its global
Depositary Receipts (GDRs) are on the list of the UK Listing Authority and the London
Stock Exchange Professional Securities Market. These GDRs are also eligible for trading on
the international Order Book System of the London Stock Exchange.
UBL is a commercial bank which deals in consumers services. In the main, it focuses on
accelerated loan recovery, surplus asset disposal, improving credit systems, operational
controls, monitoring and reporting. From a practical standpoint, the use of better technology,
focusing on the appropriate market segment, and project and specialized finance will
facilitate rapid and sustainable growth.
Improvement in consumer service and prompt attention to customer needs lie at the heart of
UBL's promotional strategy. All planning is directed and geared to customer service and
satisfying the client's diverse needs. The UBL of the past was renowned for its customer
service and the management plans to put new life into it. To that end, training programs have
been accelerated and upgraded.

PRODUCT LINES:
Although UBL has a vast product line but here Ill limit myself to the products I got familiar
with & practically did the work required for those products of the bank during my internship
at UBL Nawan Kot (1740) branch.
1) Current Account:
This account is opened with an initial deposit as stipulated by the Bank from time to time
unless specifically exempted. But I observed during my internship that bank department

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opens the account with an initial deposit Rs.1000/, whether the type of account is current,
saving or basic banking account.
After opening the account a distinctive number is allotted to every account and this number
should be quoted in all correspondence relating to the account and at the time of making a
deposit or withdrawal.
I also observed that any account consists NINE digits in number. I also observed during my
internship that initial digits of current account are 010.
Example of current account number is 010-12345-6.

2) Basic Banking Account (BBA)

In order to accommodate the banking needs of low income groups, UBL launched Basic
Banking Account from February 25, 2006 across its branch network all over Pakistan. BBA is
a current account and there is no minimum balance penalty on this account, however all other
accounts having nil balance for a continuous six months period are closed temporally. BBA
customers are allowed unlimited free ATM withdrawals from UBLs own ATMs.
I observed during my internship that initial digits of BBA are 021.
Example of BBA number is 021-23456-7.

3) PLS Saving Account

PLS Savings Accounts may also be opened by charitable institutions, for Provident Funds and
other funds of benevolent nature by Local Bodies, Companies, Associations, Societies,
Educational Institutions, and Firms etc. Initial digits of PLS Saving Account are 100.
Example of PLS Saving Account number is 100-34567-8.

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4) UBL Asaan Account

UBL Asaan Account is a new and convenient service through which any individual can open
an account. Simply fill out a brief form and pay initial deposit as low as Rs. 100.
During my internship I observed that most of the customers who came for opening an
account were looking for UBL Asaan Account because of its simple & convenient procedure.
So we can say that UBL resolves to give maximum ease and convenience to every Pakistani.
Special Features:

Flexibility of Opening Current or Savings Account

No minimum balance required

No Fee for Debit Card Issuance

No Service Charges for account opening or closing

LOAN PRODUCTS:
Being a student of MBA Banking & Finance I restricted myself to operations department in
UBL Nawan Kot (1740) branch during my internship period but sometimes during break or
free time I used to have friendly interaction with Mr. Kamran Aslam who was used to tell
me and answering about the UBL loan products and my sales department related queries.
So here I would like to through a light to that experience and my learnings about Sales
department as well.
1) Business line
It is a Credit Facility against Residential Property. It is an evergreen credit line that the
customer can use for his business expansion.
2) UBL Cash line
It is a flexible loan that provides cash up to Rs. (2 Million) without any security requirements
to the salaried individual or businessman.

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3) Credit Cards
UBL offers a range of innovative and exciting cards that is not only powered by the security
of chip but also enable the account holder to personalize it any way he wants.

SERVICES:
UBL is a commercial bank, which transacts the business of banking in accordance with the
provisions of Banking Companies Ordinance, 1962. Section 7 of the Act authorizes banks to
engage in the prescribed form of business. In the light of this section UBLs services can be
categorized as under:

Agency services

General Utility Services

Underwriting of loans raised by the Government or public bodies and trading by

corporations etc.

Providing specialized services to customers, and

Hajj-related services.

Besides these services which I mainly came to know about after visiting the official website
of UBL I want to describe more facilities which are provided to its account holders and which
are personally and practically experienced by me during my internship period at UBL.

1) Demand Drafts
UBL also provides the facility of demand draft to both account holders and also non account
holders. For example if non account holder wants to make payment to any department then
bank helps in this regard.
2) Commission Free Remittance
This facility is provided only to account holders. Here I would like to give an example for it
which I observed during my internship.
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If the account holder wants to send money to another party with the help of demand draft, but
the account holder has a larger amount in his balance, then UBL sends the money through
demand draft without deducting the charges.

3) Online Fund Transfer:

This facility is provided not only to account holders but to non-account holders too. If the
account holder wants to send money to another account holder in another city then online
service is made against the charges of rupees 350 but if the non-account holder avails this
facility then for this he/she will have to pay Rs. 400 flat charges. Funds transfer within the
city from account to account is totally free.

INTRODUCTION OF ALL THE DEPARTMENTS

There are four departments in UBL Nawan Kot (1740) branch, and I worked as an internee in
that branch. I worked mainly in Operations department there under the supervision of Mr.
Anique Babar Butt the Operation Manager. Here I would like to through a light on the
functionality of the departments I worked in & got a practical experience of corporate world.
1) OPERATIONS DEPARTMENT:
As I worked under the supervision of Operation Manager so I got a plenty of time to observe
the functionality of operations department during the internship period. This department
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manages all the departments of the bank except credit department because that comes under
the supervision of branch manager Mr. Zahid Iqbal.
When I found some time to have a little chat with operations manager Mr. Anique Babar
Butt he often tell me about the duties of an operation manager and I myself also observed
that the operation managers job is very tough as he is responsible for all the operations of
cash department, remittance department and clearing department. Opening of new accounts,
closing of zero balance accounts, updating all operational records etc. is also done in this
department.
2) ACCOUNT OPENING DEPARTMENT:
This department is responsible to open the accounts of the customers. I observed during my
internship the whole and general procedure of opening an account which I want to describe in
detail.
a) Account Opening Form:

The person who is willing to open a bank account, first he has to fill the account opening
form. He furnishes this form according to his full particulars including name, address,
profession etc.
But during my internship period I observed that these particulars were also filled by the bank
staff and in UBL Nawan Kot (1740) branch this task was given to Miss Afshan who
wholeheartedly fills the account opening forms for the customers.

b) Reference and Inquiries:

Before opening a new account, a banker must make inquiries. The banker in the light of the
inquiries result can easily judge the financial status of the new customer, his character and
social position.
But what I observed during my internship period in the bank is totally opposite because this is
the standard procedure I was told by Miss Kanwal Azam who deal with the account
openings but as far as the procedure adopted is concerned she was used to ask customers only

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about the purpose of opening an account and the type of account customer want to operate
with.
c) Requirements for Opening of Account:

There are different requirements for different type of accounts but during my internship
period I mostly observed the opening of accounts of Individual nature so for individual
accounts the requirements include a photocopy of any one of the following valid identity
documents.

Computerized National Identity Card (CNIC)

OR

National Identity Card for Overseas Pakistani (NICOP)

OR

Pakistan Origin Card (POC)

OR

Declaration for Source of fund (in case of Housewives)

Two photographs (in case of illiterate person)

A utility bill not older than 6 months for mailing purposes

Salary slip or Letter head in case of a salaried person or if doing own business

Thumb Verification from NADRA through Biometric System

Specimen Signature on SS Card

The modern practice which I observed during my Internship is to take these signatures on
cards known as SS CARDS which are indexed and filed in alphabetical order. The duty of a
banker is to verify customers signature on the cheques with his specimen signature in order
to ascertain whether there has been any forgery or fraud. The bankers take these signature of
the account holder on the specimen signature card first and then feed these signatures into
computers.
3) REMITTANCE DEPARTMENT:
This department transfers funds from one branch of bank to another branch of same bank.
This is an important service which UBL provides to its customers.
Types of Remittances:

There are two types of remittances i.e., Local & Foreign remittances and during my
internship I observed very closely how these remittance are received & transferred from UBL
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so here I would like to tell about both what I observed and used to work with under the
supervision of Miss Nawal Khan who too indeed was very cooperative and she was always
ready to tell me about her work and how she performs the said tasks.
First of all I would like to describe the local remittances which include Demand Drafts,
Payment Orders & Online Transfers.
a) Demand Draft:

In UBL bank, DD is used to transfer of funds from one branch of bank to another branch of
the same bank. It is an order to pay money drawn by one office of a bank upon another office
of the same bank outside the city for sum of money payable to order on demand.
b) Payment Order:

Payment order is used to transfer of funds in same city from one office of bank to another
office of the same bank. It is an order instrument payable to a certain person which is issued
by a branch and drawn on the same branch.
c) Online Transfer:

It is modern concept for transfer of funds which I observed during my Internship. The
modern concept of only banking has given it a new dimension through which money is
transferred from one place to another within no time, even one country to another country.
Online inter branch transaction is a facility whereby customers maintaining accounts in
online branches.

The second dimension of the remittance department is to deal with the remittances received
from foreign countries.
And during my internship I observed that the main rush in the bank was just because of those
customers who come to bank for receiving their money came from foreign countries and as I
got a chance to work in UBL Nawan Kot branch during the days of EID-UL-ADHA so I
witnessed there a huge rush of customers prior to Eid holidays and this provided me an
opportunity to work in remittance department for THREE full-fledged days.
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UBL Nawan Kot branch deal with two international money exchangers or carriers whose
detail is given below,
d) Cash Over Counter (COC):

UBL offers the most efficient and free remittance service to beneficiaries in Pakistan. With its
large network of branches, they are poised to offer you service almost at your door step.
UBL remittance service, UBL Cash over Counter offers all overseas Pakistanis the fastest and
the most convenient delivery of their money to their beneficiaries in Pakistan. Best of all,
UBL COC service is completely cost free.
e) Xpress Money:

Xpress Money is one of the fastest growing money transfer brands in the world with a
presence across 5 continents; established in 1999, the brand has grown rapidly and is now
available across 125 countries.
UBL has signed an agreement with Xpress Money to facilitate home remittances sent by
Pakistanis living abroad. UBL and Xpress Money both have extensive network of branches
with UBL having over 1,100 branches nationwide and Xpress Money having its presence in
90 plus countries.
The agreement is yet another initiative by UBL to facilitate its customers in sending
remittances and shows the Bank's and Xpress Money's commitments towards the
government's Pakistan Remittance Initiative. By virtue of this agreement, beneficiaries will
enjoy instant and free of cost service.
As I mentioned earlier because of Eid-ul-Adha rush I got a chance to work in remittance
department so during those three days of working in the mentioned department I deeply
observed that customers rushing to bank for receiving their foreign remittances were required
to meet the following requirements for availing either COC service or Xpress Money

Remittance Reference Number

Original CNIC provided by the receiver/beneficiary
Photocopy of the CNIC provided by the receiver
Name of the Remitter
Relation with the Remitter
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Name of the country from where the money is being received

For SMS alert a valid mobile number of receiver/beneficiary

I was informed by Miss Nawal Khan that these services when given to customers are
provided with some salient features as well and then I myself those salient features as well,
which are given below

Receiver's account in UBL is not required

Instant cash over the counter payment of up to Rs. 500,000/- can be made to the

beneficiary at any UBL online branch

Fast, dependable and hassle-free funds transfer
SMS alert for beneficiary

4) BILLS CLEARING DEPARTMENT:

Every bank acts in two ways

Paying Bank
Receiving Bank

Here in theory no legal obligation on a banker to collect cheques, drawn up to other banks for
a customer. It is, however, an important function of crossed cheques. A large part of this work
is carried out through the NIFT.
NIFT stands for (National Institutional Facilitation Technologies), it is a joint venture
between a consortium of six major banks and private sector. It is responsible for the
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establishment and management of automated clearinghouse facilities in Pakistan. NIFT is

proactively involved in the modernization of payment systems in Pakistan.
The following are the main functions of clearing department.

To accept transfer deliveries and clearing cheques from the customer of the branch

and to make arrangements for their collection.

To arrange the payment of cheques drawn on the branch and given for collection to
any other branch of UBL of Pakistan or any other members, or sub-members of the

local clearing area.

To collect amounts of cheques drawn on members, sub-members of the local clearing
house sent for collection by those UBL branches which are not represented at the
local clearing area.

Types of cheques collected by clearing department are as follows:

a) Transfer Cheques
Transfer cheques are those cheques, which are collected and paid by the same branch of bank.
Cheque is also called Credit voucher. Credit voucher is one due to which there is increase in
ones balance. Cheque will be credit voucher in case of transfer of the cheques from one
customers account to another.

b) Transfer Delivery Cheques

Transfer Deliver cheques are those cheques, which are collected and paid by two different
branches of a bank, situated in the same city. For example transfer of cheques between UBL
and MCB banks in Lahore city.
Bank can make payments of only open Cheques on the counter payment. Payment of cross
Cheques cannot be made on counter its payment is possible through collecting bankers.
Types of Clearing:

In ward clearing

Out ward clearing

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Same day clearing

Intercity clearing

a) In ward clearing:

In inward clearing the cheques of UBL are presented in other banks and they are received by
the UBL through NIFT for clearing.
b) Out ward clearing:

In out ward clearing the cheques of other banks are presented in the UBL by its customer for
clearing.
c) Same day clearing:

In same day clearing cheques of other branches are presented by the account holder of the
UBL. The bank clears those cheques through NIFT on behalf of its customer. All the process
is completed within a day.
d) Intercity clearing:

In intercity clearing cheques of other cities are presented for clearing.

During my internship at UBL Nawan Kot (1740) branch I spend most of the time in clearing
department under the supervision of Miss Sana Naeem. She was very cooperative and the
one who is always ready for helping others. She told me each and every thing about clearing.
In my starting days I wholeheartedly observed her working like,
How she used to receive cheques from the customers, what aspects of the cheques are being
checked by her of the clearing cheques while receiving from the customers, how she held
those cheques, how she recognizes that either the cheques are for local clearing or intercity
clearing and which stamps are being imprinted on the cheques and all other aspects involved
in the clearing process.
BILLS CLEARING PROCEDURE:

Along with the above observations of mine I was told by her that while sending the cheques
for outward clearing and intercity clearing which procedure is to be followed, the details of
procedure adopted in UBL Nawan Kot (1740) branch are given below,

The first step is to decide either the cheques will go for local outward clearing or

intercity.
After the first step next procedure is to put stamps on the cheques.
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If the cheques are for local outward clearing then the Three stamps will be as, on front
side the cheques will be imprinted with CROSSING stamp by the UBL Nawan Kot
(1740) branch, on the back side there will be imprinted two stamps i.e., the first stamp

will be of CLEARING and the second one will be of OFFICERS stamp.

If the cheques are to go for intercity clearing then too the same stamps will be
imprinted on the cheques but the clearing stamp will be replaced with INTERCITY

CLEARING stamp.
Besides imprinting the said three stamps on the cheques there are the signatures of the

officers dealing with the clearing right on the officers stamp.

Also I observed that there was a practice of writing the brief information on the
cheques of the person depositing the cheques for clearing i.e., the account title and

account number of the person depositing the cheques for clearing purpose.
After completing the above mentioned procedure the next step is to scan the cheques

in a machine which is used to send the scanned cheques to NIFT automatically.

After scanning the cheques the next step is to enclose those cheques into an envelope,
in that envelope besides clearing cheques there is a small chit of paper on which
particulars such as present date, quantity of cheques, total amount of enclosed

cheques, name of the sending bank and signature of the officers are mentioned.
Then finally this envelope is delivered through TCS and NIFT based on outward
clearing and intercity clearing respectively.

5) CASH DEPARTMENT:
This department is the backbone of the bank. This is sensitive department of the branch. No
other person is allowed to enter in the premises of cash department as obvious from name that
this department deals in cash receipts and payments so nobody is allowed except the
following authorized persons,

Mr. Anique Babar Butt

Mr. Rana Obaid
Mr. Gohar Hayat
Mr. Sajjad Hussain

Operation Manager
Chief Teller (CT)
Universal Teller (UT)
Universal Teller (UT)

Cash department is performing its functions through computerized system. So for payments
and receipts, it doesnt have to maintain certain sheets, books of accounts and various ledgers.
As all banking business is based on cash. Cash receipts include customer deposits, payments
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include cash withdrawals and utility bills including telephone, electricity, gas except WASA
bills collection as UBL Nawan Kot branch doesnt collect water bills.
6) LOCKERS DEPARTMENT:
Locker is also called Safe Deposit Vault. The basic purpose of locker is to provide safe
custody to clients valuable ornaments, jewelry or documents. Almost in all branches, lockers
are available in different sizes at different rates. For availing this opportunity, customer has to
open his account in the same branch.
In UBL Nawan Kot branch lockers department is also under Miss Kanwal Azam and she is
handling this department too efficiently and effectively. During my internship I observed her
way of dealing with the locker operators. And the procedure is very simple as the bank has
indexed the details of locker operators in a separate register so whenever a customer wants to
operate the locker she is used to write down the starting time and take his/her signatures as
well on the register before giving authority to customer to operate his/her locker. And once
the customer ends up with locker operation then she writes down the exit time of the
customer from locker room. But the most important thing that I observed is that before
proceeding for locker room first of all she is used to check in computer either the customer
has paid the locker fee or not. In case of non-payment the customer is not allowed to operate
the locker until he/she pays the locker fee or rent.

DETAILS OF THE TASKS PERFORMED BY ME:

During my internship in UBL Nawan Kot Branch I worked in Bills Clearing, Remittances,
Account Opening and Deposit departments and I successfully completed all the tasks that
were assigned to me. There are total SIX departments in the branch, and I worked as an
assistant in almost five departments in that branch.
I worked in Deposit & Account Opening departments under the supervision of Miss Kanwal
Azam, where I performed the following tasks:

Filling the deposit slips and cheques for many customers.

I also performed the duty of opening new accounts.

I also filled the account opening forms.

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I provided assistance to newly come customers and during my internship I was the
only person who took the responsibilities of branch management i.e., dealing with
the customers looking for information & I also used to greet with newly come
customers.

I also used to hand over SS Card to newly come customers in order to take
specimen of signatures from them.

I also got the knowledge about the verification of customers signatures & identity
from or by the NADRA for the first time during my internship.

I also used to fill sometimes the KYC (Know Your Customer) forms in order to
welcome the new account holders.

Also after gaining the required knowledge I was later assigned a job by the
operation manager Mr. Anique Babar Butt that I will be informing the customers
about essential conditions under which the account will be operated in UBL.

Scanning and arranging SS cards in indexed form in the particular register was
also assigned to me during my stay in the branch.

I also performed the following miscellaneous tasks in the same & other departments which I
want to explain too.

a) Issuing the Cheque Books:

First of all I would like to tell that cheque book is issued in case of two conditions,

At the time of opening new account of the customer.

When the existing account holder have no leafs remaining in his cheque book.

Prior to issuing the cheque book Requisition Slip is filled by the customer which is
obtained from the customers if they are existing one and want to obtain a new cheque book
and if due to any reason customer lost the requisition slip enclosed in the earlier issued
cheque book then he/she will have to fill a requisition form provided him/her by the branch.
I was also used to count the number of cheques in the cheque book; I was assigned a task to
write down the account title, account number and receiving date on the cheque books front
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page or cover. And this procedure was in practice just for banks own convenience.
It is one of the most interesting tasks that I learnt in UBL during my internship. But cheque
book is issued only after meeting all the formalities such as,

New account holder if doesnt receive the cheque book at his/her mailing address then
he/she can receive the cheque book from the branch only when they will provide the

proof of mailing address in the form of some utility bill to bank.

Cheque book can only be received and activated from the branch by the person who

operates the account.

If due to any reason the account holder is unable to receive the cheque book by
himself from the branch then he can give an authority to any person on a paper signed

by him for receiving the cheque book.

But if cheque book is received by some authorized person on authority given to him
then he will be entitle to receive the cheque book only and not the activation of the
cheque book because for the activation of the cheque book concerned person will

have to visit the branch in personal capacity.

I was assigned a task to enter the information on a particular file about the customer
who receives the cheque book from the branch.

b) Issuing the ATM Cards:

During my internship in the branch I rendered following services related to the ATM cards:

I was assigned to collect ATM cards from the TCS delivery boy, who often comes in

the morning hours.

Prior to my internship UBL had taken an initiative to cancel the old ATM cards of the
customers and it started issuing new & upgraded version of the cards with one of the
highest transaction limits of up to PKR 200,000 per day, so during whole

period of my stay in UBL I used to collect a number of ATM cards on daily basis.
After receiving those cards from the delivery boy I used to enter the details of cards
such as card title, serial number and date in a particular register maintained for ATM

cards entries.
As the cards were being issued to the existing customers of UBL so they used to be
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informed by the head office about the dispatching of the cards but they are cards for
new customers as well so in the bank we have to follow the routine practice of

informing the customers through telephone calls.

It was me who was given telephone numbers of the customers by Miss Nawal Khan
and then I inform all the customers about the cards through call and it was much

interested job.
I also assigned to deliver the cards to customers on their arrival in branch. And this

issuance of cards to customers was through practiced principle.

I was told that I will be issuing the cards to only those customers who visit the branch
in their personal capacity because cards cant be issued to person other than the

account holder.
When a customer comes for receiving the ATM card I used to take his signatures on

the registered in which we have maintained the information about card holder.
Also a separate perform consisting of Terms & Conditions regarding the ATM cards
also signed by the customers.

I observed one important thing during my internship in UBL about ATM cards i.e., UBL bank
doesnt issue any sort of ATM card to the customer who is illiterate i.e., having a PHOTO
account.

c) Voucher Checking:

I have come to know about vouchers also during my internship, checking of vouchers is
essential to confirm that correct calculations have been done. Vouchers are properly bind,
sealed, and checked by Miss Kanwal Azam and operation manager. I also got knowledge
about vouchers from her.
Now I want to describe the major types of voucher which I came to know about from her
which are as under:
There are three types of Vouchers:

Cash Receipt Voucher (It is used in case of receiving the cash)

Cash Payment Voucher (It is used in case of payment of cash)
Journal Voucher (It is used in case of credit transaction)

I also came to know during my Internship that cheque is called Debit Voucher and also Credit
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Voucher.

Debit Voucher is one due to which there is decrease in customers balance in

other words we can say that in case of withdrawing the money from the bank
through cheque is called Debit voucher.

Credit Voucher is one due to which there is increase in customers balance in

other words we can say that in case of transferring the amount from one account
holder to another through cheque is called Credit Voucher.

While knowing about Vouchers I also came to know about the following facts:

Over writings on the cheques are duly authenticated by the account holder.

Payment of postdated cheque is not made.

But payment of out dated cheque is made within the period of 6 months.

Amount in words must tallies with the figures.

Cash paid stamps with the dates of payment are duly affixed in case of payment of
cash.

d) Outward Clearing:

During my internship the department where I learned & worked a lot is the Bills Clearing
department. In this department I spend my first two weeks where Miss Sana Naeem told me
almost each and every thing about clearing. Almost after fifteen days of my internship Miss
Sana Naeem was transferred to another branch of UBL located at Wahdat Road. After her
transfer to that branch the responsibilities of clearing department were taken by Miss Kanwal
Azam and I assisted her almost for a whole week. But after one week she also got transferred
to Pakki Thatti branch of UBL.
After the transfer of Miss Kanwal Azam the seat of the officer dealing with bills clearing
remained vacant for almost two weeks. Then I was asked by the Operation Manager to take
charge of the responsibilities of clearing department until the appointment of new staff
member.
This was the time when I got real work experience because now it was only me who was
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responsible for outward clearing. Almost for two weeks I used to accept the cheques from the
customers for clearing.
After receiving those cheques it was me who affix the clearing (local & intercity) stamps on
the cheques. Then I enter the information of the cheques such as cheque number, name of the
bank on which cheque is being drawn, title of account in which the money is to be received,
account number against that account title and amount of the cheque in the Excel sheet.
The practice of feeding information in the Excel sheet is popularly known in UBL as
Management Information System or MIS. Once I fed that information in the MIS then send
that sheet to printer for maintaining hard copies in a separate file of clearing and the sole
purpose of maintaining this was to assist the auditors during the audit.
As I mentioned already that almost all the work for outward clearing was done by me for two
weeks but I was not allowed or authorized to write down the account title & account number
on the back of the clearing cheques. Because this was to be done after looking the
information of the beneficiary of the clearing cheque from the computer and this task was
assigned to Miss Nawal Khan for two weeks by the branch manager.
Once she done with her work i.e., writing information on the back of cheques for clearing,
she passes on those cheques to me for dispatching. I enclose them in respective envelops
(local or intercity) and handover to courier.
e) Miscellaneous Tasks:

Besides mentioned tasks I accomplished some other miscellaneous tasks during my six weeks
stay in UBL Nawan Kot branch. The detail of those tasks is given bellow:

Learned some tips about software of the Bank which is oracle based.

Learned how to make inquiry of any account in order to get the balance of the
account holder.

Learned how to post the utility bills in the computer, but it only happened for
once when I got a chance to enter in the cash counter.

Learned about different stamps which are mostly used on daily basis.

Learned what procedure is to be followed for making online transactions.

Made vouchers
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Opened new accounts, mostly I opened Asaan accounts and on two or three
instances I also opened UBL mukamal current accounts.

Also learned that at the time of opening new account of an illiterate customer
two pictures are required and also signs of left thumb in case of Male and
signs of right thumb in case of Female.

Learned no online charges when an account holder has a big balance.

Also filled the Requisition Form in order to issue the new cheque book to
the account holder.

Learned about dormant accounts and the procedure to be followed for

reactivation of dormant accounts. Also used to take signatures from customers
on Account Activation forms.

Learned in details about CIF (customer information) amendment and the

procedure to be followed for amending the customers particulars such as
mailing address, mobile number, email address, renewal of CNIC etc.

Used to write applications for the customers asking for their bank statements.

Decorated the branch with all other staff members on the occasion of
Independence Day i.e., on 14th August 2016.

STRENGTHS & WEAKNESSES:

Strengths are the internal competencies possessed by UBL in comparison with its competitors
while weaknesses are the internal attributes of the bank to decrease in comparison with
competing banks. During my 6 weeks internship I got plenty of time to observe deeply which
factors are the strengths of UBL bank especially UBL Nawan Kot (1740) branch and where
this particular branch lacks. So here in my internship report I consider it important to throw a
light on those factors which are strengthening and weakening the UBL Nawan Kot branch.
1) STRENGTHS:

UBL with an integrated network of over 1,281 branches all over Pakistan
including 22 Islamic banking branches, and 1 branch in Karachi export processing
zone and 18 branches outside Pakistan gives the customers direct access to a
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comprehensive range of better banking facilities to help them monitor their

businesses internationally.

UBL provides its customers a complete range of banking products and services
including retail banking, corporate and institutional banking, trade finance and
consumer finance.

The management of UBL in order to further improve the quality service,

particularly at branch level, is restructuring its commercial banking operations.

One employee in the bank performs many duties.

All staff members treat their clients or general public with well behavior.

Two major sectors have a big account in UBL Nawan Kot (1740) branch, which
are Automobile Industry (Car Showrooms) and Hardware Industry.

UBLs collaboration with remittance services, Cash Over Counter Payment (COC)
and Xpress Money offer all overseas Pakistanis the fastest and the most
convenient delivery of their money to their beneficiaries in Pakistan. Best of all,
both services are completely cost free and are available at all UBL branches.

2) WEAKNESSES:

The biggest weakness of UBL Nawan Kot branch that I observed during my
internship is its out of ordered ATM machine which is used to be closed for days
because of some internal faults. Also the ATM at UBL Nawan Kot branch often
intakes the cards of customers and sometimes while showing the status that
transaction has been made it doesnt bring money of that transaction out for the

customer.
I observed during my internship that some of the employees especially Miss
Kanwal Azam was burdened with over work. So according to my point of view
the work should be distributed according to their post.

One Important thing that I came to know about during my internship is that the
promotion of UBL employees (sales department) almost depends on bringing of
deposits respectively.
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Another thing that I noted during my internship is that there is no concept of right
person for right job in the bank and in my view it is one of the major weaknesses.

The computer systems in UBL Nawan Kot branch are not up to date. Although
during my internship the IT expert from UBL IT department visited the branch
and upgraded the banks systems from operation system windows XP to windows
7 but I observed closely this step didnt improve the efficiency of systems because
the hardware system yet to be upgraded.

I observed one more thing that when an employee from the branch go to
mandatory leave the management acquires his/her replacement from district head
office (Iqbal Town) but they fail to get the new employee ID for the replacing
officer on urgent basis and this procedure takes hours and sometime a day or two.
Due to this lack of efficiency replacing officer doesnt start the work and then
customers suffer a lot and it happened around for three times during my
internship.

There is a communication gap as well between senior and young people in the
branch.

RECOMMENDATIONS:
As its apparent from the contents of my internship report and on the basis of my 6 weeks
personal experience in the bank I can say that the overall organization is very good and
results oriented, but I feel there is a need of improvement in some areas which are weakening
the branchs reputation in the area. So on the basis of the weaknesses I pointed out I would
like to suggest following recommendations for the improvement in UBL Nawan Kot (1740)
branch.

First of all Nawan Kot branch must replace the ATM machine on urgent basis because
I noticed most of the complaints by the customers were related to out of ordered ATM
machine.

Another improvement that is required on the urgent basis is that UBL authorities or
management must replace the older & slower computer systems with the newer and
faster systems because I observed that slow performance of the systems is used to
invite customers anger against bank staff.
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The communication channel between branch and head office needs to be improved as
well as in case of acquiring employee IDs while replacing the leaving staff the new
comer officers have to wait for hours or sometimes for days.

As Nawan Kot branch is located in populated area and surrounded by many

businesses so for the convenience of female customers a separate ladies counter
should be there.

There is a great need of proper training of employees because whenever they were
asked about the latest banking the answer was sorry we dont know and they refer
customers most of the times to operation manager or branch manager.

Although like many other banks in Pakistan UBL has also stepped into the Islamic
banking but UBLs Islamic banking branch network is very limited so there is an
urgent need to introduce Islamic banking facilities in conventional banking branches
with separate counters and team because I noticed many of the customers were
willing to invest in UBLs Islamic Mutual Funds scheme but they were not willing to
go to remotely located Islamic branches of UBL.

The branch should make some strategies or programs to educate the public about the
bank services and products as the customers of the area where the branch is located
are from low educational background.

In this branch of UBL there is a need of improved generator facility because if

electricity problem occurs sometimes a lot of time wastes and creates a problem with
UBL goodwill.

Another important suggestion that I would like to recommend is there must be no

delay by the management for arranging the stationery once the available stationery
exhausted. Because during my whole 6 weeks stay in bank I noticed that despite of
making order of new stationery by the branch well within the time the head office
didnt send it on time.

Operation manager must divide work equally to employees because in this branch,
some employees have a lot of work to perform and some have few.

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CONCLUSION:
While concluding the internship report Ill recall my six weeks stay during the internship at
UBL Nawan Kot (1740) branch, where along with a lot of positives I also found various
problems, which I think should be resolved as per my recommended suggestions for the
better functioning and goodwill of the bank. Branch staff must try to achieve superior
financial performance, and to be good corporate citizen of the communities they serve.
Customer satisfaction should always remain the number one benchmark for the branch while
moving forward towards attaining the goals. Despite I have some reservations but I must say
that all the customers are entertained individually, same kind of behavior and attention is
given to all the customers by the staff.
Briefly I would like to conclude in the words that UBL as an organization is growing rapidly
in banking sector in Pakistan. More important thing is that UBL is pioneer in computerization
of banking. Its larger branches are fully computerized. It has currently largest online branches
in urban areas, and developing its structure in rural areas too. As technology advances UBL is
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also making itself fast and accurate, in coming years UBL is looking for better infrastructure
in banking in Pakistan. As the World is going forward towards technology and advancements,
UBL is also going step by step with all organizations. It has a good banking Structure, fast
and effective network.

REFERENCE & SOURCES USED:

ORAL:
Most of the oral information was gathered from Mr. Anique Babar Butt
(Operations Manager) and Miss Sana Naeem (RBO).

WRITTEN:

Internet

Brochures

Records

WEBSITES

www.ubldirect.com
www.privatisation.gov.pk
www.google.com

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ANNEXES:
Scanned copies of Internship Completion Certificate and Internship Evaluation Forms are
attached which are on next pages.

A PICTURE FROM INDEPENDENCE DAY CELEBRATIONS:

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SCANNED COPY OF THE INTERNSHIP COMPLETION CERTIFICATE

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SCANNED COPY OF INTERNSHIP EVALUATION FORM:

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United Bank Limited | where you come first

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United Bank Limited | where you come first

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