TABLE OF CONTENTS

DESCRIPTION History of RBS Present stage of RBS ABN AMRO renamed to RBS in Pakistan Mission Statement Objectives Corporate values Corporate information Management hierarchy Branch hierarchy Field of activities Consumer banking

PAGE # 01 04 05 06 06 07 08 09 11 12 12 16 22 26 31 42 46 47

Deposit Loan Credit cards Insurance Relationship privileges

Islamic banking of RBS Royal preferred banking Corporate and institutional banking

Training programme Marketing mix Financial analysis

48 52 59 62 66 68 69 71 72 74 75 77 79 80

Ratio analysis Horizontal analysis Comments Vertical analysis Comments

SWOT analysis of RBS Identification of plausible problem(s) Suggestions Conclusion Bibliography Annexure

FOREWORD
There is a great difference between theory and practice. In order to equip a theoretically sound person with practical knowledge, training is the only way out. The management guru, Tom Peters expresses the urgency in the following forceful words Practical training should assume the same luster and priority in the 1990s that sending a man to the moon had in 1960s. So we will be successful only if we will acquire new knowledge and advanced skills to be more competitive. Feeling the importance of this fact, the internship that is basically a training program has been made a compulsory part of our B.Com HONS program. So that the people who are studying business in theory must also be well acquainted with practical working experience to be better executives. For this purpose, 6 weeks have been assigned to me to work in a banking company, The Royal Bank of Scotland (formerly ABN AMRO Bank Limited), to acquire new manipulative skills, and technical knowledge. No doubt this short training period in the bank facilitated me in establishing a correlation between theory and practice. The internship report which was compulsion by my institute to be submitted was asked to be written encompassing the all areas of activities of bank. The report which is in your hands is a result of collection of all relevant material which I did during my training through interviews, observations or by actually working there. Information regarding the industry and company business processes, detail of departments, functions and SWOT analysis of RBS also been discussed. The last part of the report consists of identification of problems, recommendations, conclusion and bibliography. The source of information includes written notes, annual statements of the bank, extracts from banking literature etc. I hope this report will be helpful in building the understanding of the reader about banking practices and procedures, especially about The Royal Bank of Scotland. I will appreciate suggestions to improve my work

ACKNOWLEDGEMENT
First of all, I want to offer my humble gratitude to Almighty Allah who showered His blessings upon me and gave me strength and real spirit to accomplish this lengthy job. I am also thankful to the Principal of my institute Prof. Dr. Liaqat Ali who provided me opportunity to work particularly in some organization and to gain valuable working experience. I also want to offer my thanks to Mr. Adeel Ahsan, Branch Manager of Faisal Town Branch. He said me a very nice welcome on the very first day of my internship thereby leaving a very good impression of the bank. I am also indebted to all those officers, working in RBS through whom department I have been rotated and who provided me the real information about the job and cooporate with me to collect relevant material specially Mr. Muhammed Ahmed, Area Operations Manager. I am also thankful to all the C.G.Es and R.Ms, their cooperative attitude helped me in every respect. I am also thankful to all those officers in whose departments I did not work but I interviewed them and collect very informative knowledge. I am also indebted to Miss. Nadia Ayaz, Customer relationship officer, for giving me a lot of encouragement during my Internship Program. Additionally all those employees whose names are not in my mind but they directly or indirectly helped me in the collection of material and completion of my report.

ZANOBIA HASSAN ROLL NO 660 FINAL SEMESTER

HISTORY OF THE ROYAL BANK OF SCOTLAND

On 31 May 1727 The Royal Bank of Scotland was granted a royal charter under the great seal of Scotland with authority to exercise the rights and powers of banking. The Earl of Ilay, one of the most powerful men in Scotland, was its first governor. In December 1727 the new bank opened for business in Ship Close, Edinburgh. The Royal
Early banknote of The Royal Bank of Scotland, 1727

Bank soon showed its willingness to innovate by introducing the cash credit or overdraught in 1728 - whereby a borrower could draw out more than was in his account but be charged interest only on the sum borrowed. Soon afterwards the bank also began to accept deposits at interest, although note issue was to remain the focus of its lending and profits for several decades. In the years that followed, the Royal Bank developed connections with the growing number of provincial banking companies, thereby pioneering correspondent banking in Scotland. In 1783, it opened its first branch office, in the fast growing city of Glasgow. The branch was a great success, and was soon generating a significant proportion of the banks profits. In 1821 the bank moved from the congested Old Town to St Andrew Square in the New Town of Edinburgh, occupying from 1828 the magnificent Georgian town house which remains the banks registered office today. The bank continued to expand during the nineteenth century, opening branches in Dundee, Rothesay, Dalkeith, Greenock, Port Glasgow and Leith during the 1830s, acquiring various agencies of Western Bank after its collapse in 1857 and purchasing Dundee Banking Co (est 1763) in 1864. In 1874 the Royal Bank opened a branch in London. By 1910 the bank boasted 158 branches and around 900 staff.

The outbreak of the First World War heralded a period of rapid change in the banking industry. Many bank clerks of military age enlisted and the gaps were filled by the recruitment of female staff on an unprecedented scale. Overall the volume of banking business grew, prompting a series of major amalgamations after 1918, including moves to affiliate certain Scottish and English banks. The Royal Bank embarked upon a policy of expansion south of the border, acquiring Drummonds Bank in 1924 and Williams Deacons Bank, with its large network of branches in the northwest of England, in 1930. In 1939, with war imminent, the Royal Bank negotiated the purchase of Glyn, Mills & Co, owners of the old established banks of Child & Co and Holt & Co. Glyn, Mills and Williams Deacons continued in business as separate entities and together with the Royal Bank became known as The Three Banks Group. During the Second World War the bank experienced similar problems to those of 1914 to 1918, with controls over foreign exchange and lending priorities as well as shortages of staff.
Poster advertising the Royal Banks foreign exchange services, 1930s

After the war the banks expansion continued, with the opening of new branches and the launch of such services as personal loans and cash dispensers. In 1969 The Royal Bank of Scotland amalgamated with National Commercial Bank of Scotland - itself the product of a merger ten years earlier, between National Bank of Scotland and Commercial Bank of Scotland. The new bank, with 693 branches, enjoyed over 40% of Scotlands

banking business. In 1970 its three London clearing banks - Glyn, Mills, Williams Deacons Bank and The National Bank - combined to form Williams & Glyns Bank.

During the 1970s, The Royal Bank of Scotland flourished, playing a leading role in lending to businesses that served the North Sea oil and gas industry and launching its own leasing and finance companies. In 1972 it was the first British clearing bank to provide house purchase loans and in 1977 new automatic tellers, known as Cash line

machines, replaced the earlier fixed amount machines. In England and Wales Williams & Glyns was similarly successful and innovative, introducing the Masterguard insurance scheme and free banking for personal customers in credit. In 1985 the Royal Bank merged the businesses of Williams & Glyns Bank and The Royal Bank of Scotland, to become Britains first truly nationwide high street bank. Also in 1985, The Royal Bank of Scotland launched the innovative new insurance provider Direct Line. Three years later, the Group acquired Citizens Financial Group of Providence, Rhode Island. In the early 1990s the Royal Bank refocused on its core business of retail banking. It acquired the Edinburgh-based private bank of Adam & Company in 1992 and launched Direct Banking in 1994. Two years later it established a pioneering independent offshore bank, Royal Bank of Scotland International and in 1997 announced the UKs first fully-fledged on-line banking service. It also launched joint financial services ventures with both the retailing giant Tesco and Virgin Direct. In 2000 The Royal Bank of Scotland Group acquired National Westminster Bank plc. Since the merger both retail banks have continued to operate as separate brands on the High Street. The Royal Bank of Scotland today operates a network of 650 branches and 1,700 ATMs across Britain. It provides 24-hour telephone banking, and its online banking facilities offer almost every financial product, from mortgages to stakeholder pensions. The bank has come a long way since 1727, and today serves around three and a half million personal and small business customers.

PRESENT STAGE OF RBS

The Royal Bank of Scotland Group has grown from small beginnings nearly 300 years ago to become the second largest financial services group by profit, in the world. With an AA credit rating, RBS group has more than 40 million customers worldwide, operating profit in 2007 10.3 billion, and total assets, as at 31 December 2007, of GBP 1,900.5 billion. Our brands operate around the globe and down your street to provide banking services for individuals, businesses and institutions. Proud of our history, we remain committed to innovation and service - in business and through our many sponsorship activities. The Royal Bank of Scotland Limited is a locally incorporated bank operating as subsidiary of ABN AMRO Bank N.V Amsterdam as a public limited company and is listed on all the Stock Exchanges of Pakistan.

Asia Pacific
The Royal Bank of Scotland Group is now one of the top five banks in the Asia Pacific region for corporate and institutional customers, and retains a strategic partnership with Bank of China. We also provide wealth management services across the region through RBS Coutts.

Europe
As well as having the largest branch network in the UK and providing market-leading wealth management, consumer finance, insurance and corporate banking solutions to millions of customers, the RBS Group has a growing presence across the rest of Europe.

North America
The Royal Bank of Scotland Group is now one of the top 10 banking groups in the US, and an established name across North America. Citizens Bank has retail branches in 13 states, while RBS Global Banking & Markets works with 80 per cent of the Fortune 100 companies.

ABN AMRO RENAMED TO ROYAL BANK OF SCOTLAND (RBS) IN PAKISTAN

The Royal Bank of Scotland (RBS) Group formally re-branded ABN AMRO branches in Pakistan on Friday, August 1, 2008. Pakistan is among the first Asian markets where ABN AMRO has been re-branded as RBS effective from August 1 as approved by local regulators. ABN AMRO Bank (Pakistan) Ltd will now be officially renamed as The Royal Bank of Scotland Ltd. This follows the successful global acquisition of ABN AMRO in October 2007 by an RBSled consortium. A press statement of the bank said presently RBS was the second largest financial services group by profit, with an AA- credit rating with total assets of 1,900.5 billion pound sterling as of December 31, 2007. The Royal Bank of Scotland Group has grown from small beginnings nearly 300 years ago to become the second largest financial services group by profit in the world. With an AA credit rating, RBS group has more than 40 million customers worldwide and total assets, as of 31 December 2007, of 2.4billion. Our brands operate around the globe and down your street to provide banking services for individuals, businesses and institutions. Proud of our history, we remain committed to innovation and service - in business and through our many sponsorship activities.

MISSION STATEMENT
Our mission is to support the financial industry in prudently managing risks, including sovereign risk; in developing best practices and standards; and in advocating regulatory, financial, and economic policies that are in the broad interest of our members and foster global financial stability.

OBJECTIVES
Ensure we are the best banks for our chosen customers Playing systematically to our strengths Maintaining cost and capital discipline

Competitive advantage is largely based on customer satisfaction and trust.

1. Creating value for our clients by offering high-quality financial solutions which best meet their current needs and long-term goals. 2. Focusing on: Consumer and commercial clients in our mid-market franchises (NL, US Midwest, Brazil) and selected growth markets around the world Selected wholesale clients with an emphasis on Europe, and financial institutions Private clients

3. Leveraging our advantages in products and people to benefit all our clients. 4. Sharing expertise and operational excellence across the Group. 5. Creating fuel for growth by allocating capital and talent according to the principles of Managing for Value, our value-based management model Our competitive advantage translates into customer satisfaction.

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CORPORATE VALUES
Corporate Values provide the foundation for the bank's Business Principles. The bank formulated these Corporate Values in 1997. Their values and principles also help them on their journey to sustainable development. By living according their defined Corporate Values and Business Principles they can meet the needs of their organization and stakeholders today, thus protecting, sustaining and enhancing human, natural and financial capital for the future.

Integrity: Above all, they are committed to integrity in all that they do, always,
everywhere.

Teamwork: It is the essence of their ability to succeed as a trusted preferred supplier

of financial solutions to their clients. Their overriding loyalty is to the good of the whole organization. They learn from each other and share their skills and resources across organizational boundaries for their clients' benefit and their own.

Respect: They respect every individual. They draw strength from equal opportunity
and diversity, at the same time supporting personal growth and development. They value and they all benefit from the entrepreneurial spirit of each individual.

Professionalism: They are committed to the highest standards of professionalism,

they pursue innovation, they deploy imagination, they are open to new ideas and they act decisively and consistently. They are determined to deliver outstanding quality so that their relationships with their clients will be long lasting and close.

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CORPORATE INFORMATION
Chairman Mr. Muhammad Aurangzeb Chief Executive Officer Mr. Shehzad Naqvi Directors Mr. Robert Ralph Davis Mr. James Alexander Brown Lt. Gen (R) Muhammad Maqbool Mr. Shamim Ahmad Khan Mr. Shahid Hafiz Kardar Audit Committee Mr. Shamim Ahmad Khan (Chairman) Lt. Gen. (R) Muhammad Maqbool (Member) Mr. Shahid Hafiz Kardar (Member) Mr. James Alexander Brown (Member) Chief Financial Officer Mr. Mirza Zafar Baig Company Secretary Mr. M. Shahzad Sadiq Registered / Head Office 77-Y, Phase - III, Commercial Area, Defence Housing Authority, Lahore Pakistan Principal Office 16, Abdullah Haroon Road, Karachi Pakistan Legal Advisors Messrs Hassan & Hassan (Advocates) 7-D, Kashmir/Egerton Road, Lahore Pakistan Registrar Messrs Hameed Majeed Associates (Pvt) Ltd H.M. House, 7 - Bank Square, The Mall, Lahore Pakistan Auditors Messrs M. Yousuf Adil Saleem & Co., Chartered Accountants Cavish Court, A-35, Block 7 & 8, KCHSU, Shara-e-Faisal, Karachi Pakistan

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MANAGEMENT HIERARCHY
Consumer banking
Each and every department of RBS has these designations separately

Consumer Banking Head Country Head Branch Banking

Regional Head Branch Banking South / Central / North

Area Managers Branch Banking

Branch Managers

Relationship Managers

Assistant Relationship Managers

Customer Relationship Officers

Manufacturing (Services)

Country Head Services

Country Head of Operations

Regional Head Operations South / Central / North

Area Managers

Branch Operations Managers

Cash & Payments Services

Remittances Dept Local / Foreign

Operational Controls Department

Clearing Department

BRANCH HIERARCHY

Branch Manager

Operation Manager

Cash /Deposit Department

Clearing Departmen t

Advances Departmen t

Remittance s Departmen t

Consumer Finance Department

Account Opening Department

CONSUMER BANKING
1) DEPOSIT
Whether to achieve a specific financial goal or to simply get the best returns on your money, our Deposit Accounts are designed to meet your financial needs and help you realize your aspirations!

Access Account Anchor Account Classic Account Sahulat Account Value Term Account

ACCESS ACCOUNT
Access Account - Enjoy greater accessibility and reach

Access Account opens doors to a new checking account with swift turn-around times, ideal for traders and businesses with considerable daily transactional needs. Access Account provides you the option of earning profit with a tiered rate structure while ensuring the ease of carrying out your day-to-day transactions. You can open your Access Account with a minimum balance of PKR. 50,000 to enjoy the following exclusive benefits:

Annual Fee waiver on our Credit Cards for the first 3 years Extensive countrywide branch network of over 75 online branches Free instant funds transfer to any account maintained with The Royal Bank of Scotland Limited, formerly ABN AMRO Bank (Pakistan) Limited (RBS) 24 hours account access to over thousand ATMs across the country

24 hours access to our Non-Stop Banking Centre Free-of-Charge E-Statements allowing you access to your account information via e-mail Free of Charge SMS Banking facility Freedom to conduct free-of-charge over the counter cash deposits and withdrawals at all RBS Branches Drop Box facility available at 98 convenient locations across the country A dedicated Account Officer will be your personal guide to a world of financial services and privileges and provide you with constant assistance to secure a financially successful future for you.

ANCHOR ACCOUNT
Anchor Account - Providing you financial security with higher returns

Anchor Account promises to deliver the highest service quality standards along with the benefit of banking convenience and privilege of our Relationship Banking. Anchor Account provides you the option of earning monthly returns on your balance. Profit is paid on the minimum balance you maintain in a month. A tiered rate structure allows you to earn higher returns on higher balances. You can open your Anchor Account with a minimum balance of PKR. 50,000 to enjoy the following exclusive benefits: Extensive countrywide Branch Network of over 75 online branches 24 hours account access to over a thousand ATMs across the country Drop Box facility available at 98 convenient locations across the country A dedicated Account Officer will be your personal guide to a world of financial services and privileges and provide you with constant assistance to secure a financially successful future for you

CLASSIC ACCOUNT
Classic Account - A perfect combination between high liquidity and high yield!

Classic Account is the ideal solution for individuals looking for maximum returns while maintaining their day to day transactional needs. Your profits are calculated on a daily basis ensuring that you get the most out of your deposits. With a tiered structure, Classic Account provides you transacting freedom and you earn higher returns. You can open your Classic Account with a minimum balance of PKR. 50,000 to enjoy the following exclusive benefits:

Extensive countrywide Branch Network of over 75 online branches Free instant funds transfers to any account maintained with The Royal Bank of Scotland Limted, formerly ABN AMRO Bank Pakistan Limited Freedom to conduct free of charge over the counter cash deposits and withdrawals at all RBS branches Drop Box Facility available at 98 convenient locations across the country 24 hours account access to over a thousand ATMs across the country A dedicated Account Officer will be your personal guide to a world of financial services and privileges and provide you with constant assistance to secure a financially successful future for you

SAHULAT ACCOUNT
Sahulat Account-As Current as it can be!

With a smart blend of ever increasing local proximity backed by strong global expertise, our Sahulat Account offers you convenience, flexibility and round the clock access to your funds.

With an account opening requirement of PKR. 50,000, Sahulat Account offers you a host of exclusive benefits: Extensive countrywide Branch Network of over 75 online branches 24 hours account access to over a thousand ATMs across the country Freedom to conduct free of charge over the counter cash deposits and withdrawals at all RBS branches Free instant funds transfers to any Account maintained with The Royal Bank of Scotland Limited, formerly ABN AMRO Bank Pakistan Limited. Drop Box facility available at 98 convenient locations across the country A dedicated Account Officer will be your secure a financially successful future for you. personal guide to a world of financial services and privileges and provide you with constant assistance to

VALUE TERM ACCOUNT

Value Term Account - Giving you more!

For those seeking great returns with great service, our Value Term Account has all the answers. With a minimum balance requirement as low as PKR 100,000, your profits are calculated on a daily basis ensuring maximum mileage on your investments. Value Term Account offers the following exclusive benefits: Flexible tenure options ranging from 1 month, 3 months, 6 months, 1 year, 2 years, 3 years to 5 years Option for automatic renewals on profit rates prevailing at maturity Overdraft facility against Deposit Options to avail monthly, quarterly, half-yearly and annual profit payment frequency

A dedicated Account Officer will be your personal guide to a world of financial services and privileges and provide you with constant assistance to secure a financially successful future for you

2) LOAN PRODUCTS
Our Loan Products extend financial flexibility to you without inconvenience or strain. Our Loan products enable you to achieve easy liquidity. Choose from a diverse array of products specially tailored to meet your needs.

BALANCE TRANSFER FACILITY

RBS introduces and welcomes you to the new and improved BTF, your One Stop Payment Shop that takes care of all your financial needs for you. BTF is the most convenient, flexible, economical and easy-to-use loan facility designed to suit your needs and give you the power to control your finances. It brings you a variety of features that provide you the spending convenience you need. Features

Flexible repayment One stop payment shop 100% free cash withdrawal

Personal line of credit limit between PKR 50,000 to PKR. 500,000* Mark-up charged on utilized amount only

*Up to PKR. 2,000,000 for ex-Prime customers only. Conditions apply. Benefits

Mark-up charged on utilized amount only Loans and Credit Card bill payments by enjoying a substantially lower mark-up on your outstanding amounts 100% cash withdrawal at no extra cost Drop Box Facility

Inter Bank Funds Transfer Discounts at merchant outlets nationwide 24 hours Non-Stop Banking Centre No processing fee Utility bill payments including PTCL , SSGC , SNGPL , Mobilink , Paktel , and Ufone Free current account Relationship Card Sign up for Monthly BTF E-statements Withdraw cash worldwide through 1-Link, MNET and CIRRUS networks by using your Relationship Card Experience the convenience of SMS banking

Eligibility

You are eligible for BTF if you are between the age of 21 and 60 years Have a valid credit card (VISA, MasterCard or American Express).

Documentation Complete the application form and attach the following:

Employment Certificate from HR/Personnel Department addressed to RBS (stating designation, tenure of employment gross and net salary) Copy of last months Credit Card Statements.

For salaried individuals

Employment Certificate from HR/Personnel Department addressed to RBS (stating designation, tenure of employment gross and net salary)

For self-employed individuals/businessmen

Copy of Certificate of Professional Association (for self-employed professionals only)

Proof of business (Proprietorship Letter or Partnership Deed or Memorandum & Articles of Association)

HOME FINANCE
With our Home Finance facility, your dream of owning a house turns into a reality. Now just think of decorating it.

Home Finance offers you a bouquet of facilities, benefits and services that are par excellence. From facility disbursal to maturity you can count on RBS to offer you a relationship of strength. Since your convenience is our only focus, we pay meticulous attention to every detail. Your dream of a new house comes true with us with maximum ease that is the RBS hallmark. Personalized service Fastest turn around time Maximum loan amount of Rs. 50 Million

How do I qualify for the Home Finance?

In order to be eligible for this loan, you must be a Pakistani, between 25-65 years of age and residing in Karachi, Lahore, Islamabad or Rawalpindi. ( The borrower's age must not exceed 65 years at the time of maturity of the loan.)

You must be in continuous employment, since two years or more, at the time of application. Alternatively, you must have evidence of 3 years or more of business or professional experience.

No Payment Penalty Repay your principle early by paying three installments at once. You can choose to do this once every six months for no extra charge. (Three installments once every 6 months only. Penalties apply on all other accounts).

Free Accidental Death Insurance Your Home Finance facility now comes with absolutely Free Accidental Death Insurance. Your peace of mind is guaranteed knowing that your family will be protected in the event of unfortunate circumstances.(Coverage applies only if the borrower dies as a result of an accident covered under insurance policy and only applicable for loans less than Rs. 15 Million).

A Complete Banking Relationship As a Home Finance customer, you are also entitled to various services of a complete banking relationship. Opt for our Home Finance facility for a host of privileges: Simply call our Non-Stop Banking Centre at 111-06-06-06 and our Relationship Manager will get in touch with you promptly You can also email us at: info@rbs.com.pk Home Finance Options Choose the home finance option that best meets your needs and let RBS make your dream come true. Home Buyer Home Builder Home Lender Home Pakistan Home Refinance Home Deal

Smart Financial Options You can also avail other services such as: BTF Account Credit Cards Lockers

Access to 1-link, M-Net and Cirrus ATMs.

NCash
Fulfilling your needs to perfection

With Running Finance Facility and a generous Business Installment Loan, N'Cash lends you a helping hand towards success and growth with ease, peace of mind and convenience. In addition, you are accommodated with assistance from Relationship Managers who are assigned to be by your side for the life of the loan. Well give you the confidence that youll never be out of cash when you really need it. NCash empowers you with financing to fulfill your business needs. If that was not enough, now you can avail all this and more in a way that best suits your business needs with not one, but two outstanding modes of financing. Loan Enhancement Facility Choice between Running Finance or Installment Based financing

With Running Finance you can fulfill your working capital/cash flow needs and with the Business Loan you can invest in project financing, capital investment, business expansion or balance transfer from a running finance facility to a term loan. NCash Possibilities Running Finance

Renewable hassle free credit line Mark-up only on the amount utilized Competitive mark-up Balance Transfer Facility (BTF)

Business Loan

Monthly installment based financing Competitive mark-up

Balance Transfer Facility (BTF), even from a Running Finance to a term loan transfer

WHEELS
Desire it. Get it.

Find your wheels and get on the road. Getting the car of your dreams will now be possible with absolute flexibility and simplicity. RBS cherishes the relationship with its customers; you will be accommodated with assistance from Relationship Managers who will facilitate you through the procedure until you find exactly what you want. Want to get the best out of life? Well help you enjoy in style. A smart new way to own a car you have always wanted. No Hidden charges Affordable Equity Options Quick Turn around Time Pre-payment Option

What makes Wheels a better choice? No Partial Prepayment Penalty Repay your principal early by paying three installments at once. You can choose to do this once every six months for no extra charge. A Complete Banking relationship As an RBS customer, you are also entitled to the privileges of a complete banking relationship.

3) CREDIT CARDS

RBS mc2 Credit Card

Perfect Features The RBS mc2 Credit Card compliments your lifestyle, offers you absolute convenience and unprecedented dependability. Relationship Privileges Enjoy privileges of discounts and rewards from major brands of all sectors and industries! Click to find out how our alliance partners make your Present Wonderful and Future Perfect! Shop at any outlet that suits your mood and taste, withdraw cash from ATMs globally or simply pay off the outstanding amount on any of your other credit cards using your RBS mc 2 Credit Card. All this and more is possible through the RBS mc 2 Credit Card. Installment Plan Our Installment Plan is the perfect way to pay for your transactions in monthly installments. We offer a variety of tenures which you can choose from (other than Zero %) and book your purchases on. Convenient monthly installment options Longest installment tenure offered in the market up to 60 months No hidden costs

Choose from an exciting array of products and avail the Installment plan. This means you enjoy paying monthly installments for various tenures with ABSOLUTELY NO MARK-UP being charged to you. (Note: Zero Percent Installment plans options vary from one alliance partner to another with tenures of 6, 12, and 18 months and the processing fee applies). The Installment Plan offers you the longest tenure offered in the market up to 60 months. A nominal processing fee of PKR 300 per Installment plan booked applies along with a regular mark-up rate of 1.40% (as of July 01 2007) per month. This enables you to pay a convenient installment every month for the longest tenure offered in the market with no hidden costs! As an added convenience paying the annual fee is no ordeal as The Royal Bank of Scotland Limited has broken it into negligible installments every month. Now you can pay your annual fee in twelve equal monthly installments (at Rs.333 per month for gold cardholders and Rs.166 per month for blue cardholders). Whats more, NO mark-up would be charged for this convenience.

RBS Ufone Co-brand

The Royal Bank of Scotland Limited launched its first co-brand Credit Card with Ufone, one of the leading telecommunication companies in Pakistan. Now, not only can you enjoy special packages with Ufone, but the more you talk, the more you can earn on your RBS Ufone Credit Card.

Up to 4 free Ufone SIMs Free line rent for up to 12 months Security deposit waiver up to Rs. 20,000

What do I need to do to get an RBS Ufone Credit Card? Step 1: Complete the applications for the Credit Card and the Ufone connections. Step 2: Attach the following documents: 1. Copy of your CNIC. 2. Copy of your previous month's credit card statement or copies of your duly attested last six months bank statements (where applicable). 3. Any other documents that RBS may require. Step 3: Drop off the forms at any of our branches or hand them over to your Personal Banking Consultant.

RBS Airblue MasterCard

The Credit Card for high flyers!!! The Royal Bank of Scotland Limited in collaboration with airblue has launched a cobrand MasterCard Credit Card. The RBS airblue MasterCard is designed to provide customers with a superior travel experience. The RBS airblue MasterCard is specifically targeted towards frequent and aspiring travelers. The co-brand credit card offers cardholders incentives such as free tickets against spend on credit card and through travel on airblue, priority check-in, priority baggage handling, bonus

BlueMiles, access to Blue Lounge, discounts at leading retail outlets, Travel Inconvenience Insurance and much more. It's not just a card, but a boarding pass to a whole new world! Apply: Fuel Utilities Groceries Restaurants Gifts Eid Shopping Entertainment 1 BlueMiles for on airblue Also earn 1,000 bonus BlueMiles on Frequent Flyer Account creation What do I need to do to get a RBS airblue MasterCard? Step 1: Complete the application form for the RBS airblue MasterCard. Step 2: Attach the following documents: 1. Copy of your CNIC. 2. Copy of your previous month's credit card statement or copies of your duly attested last six months bank statements (where applicable). 3. Any other documents that RBS may require. Step 3: Drop off the forms at any of our branches or hand them over to your Personal Spend: Earn: 1 BlueMile for every Rs. 50 you spend anywhere Reward Free Tickets! Manchester Dubai Karachi Lahore Islamabad Quetta Gawadar Peshawar every mile traveled Faisalabad

Banking Consultant.

4) INSURANCE
Insurance is the most unselfish thing you may do for your loved ones. Our Bancassurance product menu spans across various lines of insurance and offers combination of life and non-life insurance plans which are made-to-fit your personal needs.

TREASURE PLUS
Your child has dreams - Pilot, doctor, engineer, lawyer, bankeryou can never really predict the heights your childs dreams will touch someday. Saving for your childs future is a responsibility of all parents - so are your savings enough to make those dreams come true? Convenient & Affordable Exclusive school fee continuation feature Refinance option with cash payout

At RBS, we believe in providing you with the means and solutions to ensure stability in not just your life but also your familys life. RBS has tied up with EFU Life Assurance Ltd. to bring to you Treasure Plus. Treasure Plus is an investment plan with an added advantage of an insurance cover aimed at providing for your childs education needs. Treasure Plus is really very simple. You select the premium amount (in multiples of 12,000) and term of the plan. Minimum annual premium amount for Consumer Banking customers is Rs. 120,000 to Rs. 24 million. You have the flexibility of paying the amount on a monthly, quarterly, half yearly or annual basis. When your child reaches the college going age, you will receive a lump sum amount to meet his/ her education needs. In case of your untimely death, your beneficiary child will receive the sum assured under this plan. In case of an accidental death/ disability, your beneficiary child will receive an additional payment of sum assured which will be over and above the regular sum assured payable under this unique child education insurance plan.

GOLDEN YEARS
Give Your Future a Present.

Its true life truly begins at 60, when you can watch your children and grandchildren growing up and see your investments bearing fruit. Planning for this stage of your life makes it so much easier to relax; knowing that tomorrow is well taken care of. Give yourself the gift of a secure future look forward to the Golden Years of your life. Flexible life insurance and investment plan 10 years pension payment guarantee Tailor made to suit your needs

RBS has tied up with EFU Life Assurance Ltd., to bring to you Golden Years. Golden Years is an exclusive, tailor-made life insurance and investment plan which ensures that you have a sufficient stream of monthly pension after your retirement. It offers:

The choice of either taking a lump sum amount at retirement or receiving a monthly pension for life Built in life insurance 10 years pension payment guarantee

Preparing for your future with this investment plan is very simple.

The annual premium for Consumer Banking customers is Rs.180,000; 192,000; 204,000 - increasing by increments of 12,000. Choose the payment mechanism: Automatic debit from your bank account.

You have the flexibility of paying the amount on a monthly, quarterly, semi-annual or annual basis. Golden Years guarantees monthly pension payment for up to 10 years after your chosen retirement age. After the 10 years have elapsed, payments will continue to be made till you are alive.

ATM WITHDRAWAL INSURANCE

It is our firm commitment at The Royal Bank of Scotland Limited, formerly ABN AMRO Bank (Pakistan) Limited (RBS), to continually bring you new and innovative products delivered with the utmost service excellence. In line with this on-going endeavor, we introduce to you 'ATM WITHDRAWAL INSURANCE' - a unique insurance proposition exclusively structured by EFU General Insurance for you -another first for the Bank in Pakistan. Unique Offering 24 hour coverage Now also covers you on 1-Link ATMs

ATM Withdrawal Insurance Coverage

Covers all cash withdrawals made with our relationship card through any ATM across Pakistan. Insures withdrawn cash against theft or robbery. Provides you insurance for cash withdrawals up to Rs.100,000 per day. A nominal monthly coverage fee of Rs.199 will be charged for this exclusive insurance coverage. This means that ATM Withdrawal Insurance comes to you at a low cost of Rs.6.50 per day!

Insurance service charges will automatically be deducted from your account on the 25th of each month. Hassle free and convenient payment system.

Insurance Coverage Deactivation If you wish, you may deactivate your ATM Withdrawal Insurance coverage anytime. Customers will not be charged for ATM Withdrawal Insurance, from the moment you get your insurance coverage deactivated. However, previous insurance service charges levied will not be reversed.

ALL ROUNDER
Your most treasured assets are your home, your cash and valuables. The challenges of modern day living are enormous - concerns about security to property, valuables, important documents, personal accident and the inevitable cost of liability to third parties are an ever increasing phenomena. Secures cash & jewelry at home and in transit Home structure and contents Free third party liability coverage

At RBS we believe in providing you with a comprehensive security package catered to meet all your expenses in case of an unforeseen disaster or eventuality. Presenting All-Rounder RBS has tied up with EFU General Insurance Ltd. to bring to you 'All Rounder'. The All Rounder plan ensures your peace of mind by protecting the structure and the contents of your home. In addition you can also avail the other unique features which include unmatched coverage for cash & jewelry, important documents and personal accident. Individual covers offered in the All Rounder 1 Home Structure as well as its contents & valuables Damage to the structure of your home or virtually any of its contents and valuables (excluding cash, jewelry and mobile phones). 2 Cash and jewelry Loss of cash and jewelry in the house or on you in-transit. A Free protection feature covering your accompanying spouse. 3 4 Personal accident Covers you against accidental death and disability. Personal documents Covers the replacement costs incurred due to loss or theft of personal documents issued by the Government of Pakistan (i.e. CNIC/Passport/Driving License).

FREE Additional Features Third Party Liability Coverage Example, Your window grill breaks and falls on your neighbors car, the policy will cover damage to both your house and your neighbors car Coverage for lodgers liability Example, dacoits enter your house and not only rob you of your possessions but also a guest who was present in your house. The policy will cover both yours and your guests losses up to the policy limits All-rounder Product Options There are two options available for the All Rounder product: Package A
Coverage Description Coverage Limit (PKR)

Home Structure Home Contents and Valuables Cash and Jewelry Third Party Liability (FREE)
Total Coverage Monthly Premium Yearly Premium

2,000,000 100,000 50,000 100,000

2,250,000 Rs. 375 Rs. 4,500

Package B
Coverage Description Coverage Limit (PKR)

Home Structure Home Contents and Valuables Cash and Jewelry Personal Accident Personal Documents Third Party Liability (FREE)
Total Coverage Monthly Premium Yearly Premium

2,000,000 100,000 50,000 150,000 1,500 100,000

2,401,500 Rs. 500 Rs. 6000

5) Relationship Privileges

At RBS, we endeavor to make your banking experience memorable and enjoyable. We are not just your bank, but your business partner as well. It is our unique commitment to absolute service excellence that drives us forward. Our global strength enables us to provide YOU, our valued customer, a complete range of financial products and expertise.

The banking experience provided by RBS reflects your status and offers solutions that meet your changing needs. The warmth of personalized attention transforms routine banking transactions into memorable experiences. At RBS, all your needs are met, through a true Relationship of Service.

NON-STOP BANKING CENTRE

Why walk to the bankWhen you can talk to the bank!

Our Non-Stop Banking offers personalized self service and dedicated phone bankers catering to all your banking needs 24 hours a day, all year round, even on Sundays and holidays. 24-hours availability Personalized services Instant Banking Solution

Make payments for your credit card, order a demand draft, stop a cheque or pay your telephone, gas and mobile bills. You can do almost all your banking transactions over the phone, at the push of a button! For a complete range of our services refer to the Non-Stop Banking Center Services List or simply get started by calling 111-06-0606: Step 1 - Select Language

Press 1 - English Press 2 - Urdu Step 2 - Select Service Press 1 - Self Service Banking Press 2 - Card Activation Press 3 - Credit Card Application Status Step 3 - Verify yourself (TPIN Verification) Enter your Relationship Card or Credit Card Number Enter your TPIN Step 4 - Main Menu: Please Choose Your Service Press 1 - For Credit Card Services Press 2 - For Deposit Account Services Press 3 - For Loan Account Services Press 4 - For ATM or Debit Card Services Press 5 - To make a Utility Bill Payment Press 6 - To Generate a PIN Press 7 - To Change your PIN Forget about rushing off to the bank during office hours or waiting in queues - switch to banking that's quick, secure and so very convenient. Use your Land Line or Mobile phone to dial 111-06-06-06 and experience Phone Banking with a difference! First Time Users In case you do not have a TPIN Step 1: Press 0 to talk to a Phone Banking Officer Step 2: The Phone Banking Officer performs verifications and transfer call to IVR Step 3: TPIN Generation on IVR Please enter your New TPIN (a 4 digit number that you can remember easily) Please re-enter the same New TPIN (to confirm)

ATM NETWORK
Our ATM network allows you access to your money 24 hours a day, 7 days a week, giving you flexibility to bank at your convenience. Our Offsite ATMs at all major airports, Stadium Road (Karachi), Park Towers (Karachi) and Gulberg (Lahore) are the symbols of our commitment to you. Secure 24-hour availability Tailor made to suit your needs

Everyone with a Relationship Card (ATM/Debit) or Credit card can use the ATM. All you need is the Relationship/ATM/ Debit or Credit Card and your personal identification number (PIN). Learn how to use your card step by step by visiting How to use the ATM. Your Relationship Card enables you to perform the following functions on the ATM:

Rupee cash withdrawal Account balance inquiry Statement request Mini statement printing Cheque book request Funds transfer (Inter Bank Funds Transfer, Own Account Transfer or Internal Transfer) Personal Identification Number (PIN) change facility Exclusive ATM Withdrawal insurance coverage for RBS customers

Your relationship card is also the key to the largest network of ATMs across Pakistan. Feel free to explore Pakistan since you may access your funds from over 1350 ATMs country wide using the 1LINK or MNET networks. You may also transfer funds to another bank using to Inter-Bank Funds Transfer, just look for 1LINK logo and experience unprecedented convenience and flexibility.

DEBIT CARD
Its all in the relationship!

Your Relationship Card is just one example of the strong bond we share with you. Our efforts constantly revolve around making the best banking services available for you. In this spirit, we have taken your Relationship Card a step further. Your Relationship Card also operates as your Debit Card, besides being your RBS Identification Card and ATM Card. If you are a Balance Transfer facility (BTF) customer, your Debit Card will provide the same functionality as a Credit Card! Step By Step Usage Guide Step 1: After making a purchase at any restaurant shops or outlet bearing an Orix logo, present your Debit Card (Relationship Card) to the cashier/ attendant. Step 2: The cashier swipes your Debit Card through the POS (Point of Sale) machine and enters the sale amount. Step 3: The cashier then turns the POS (Point of Sale) machine towards you and requests you to select any of the accounts linked to your card, which you wish to make your payment from. You have the option of selecting your savings account, current account or BTF account. For BTF account payments, select the Credit Account option on the Select Account screen. Step 4: The screen will then prompt you for your PIN. Using the keypad of the machine, enter your 4-digit ATM PIN. Please enter your PIN carefully because on 3 successive incorrect PIN entries, your card will be blocked. After entering your PIN, press ENTER. Step 5: Once the transaction is complete, the cashier/ attendant gives you the sale receipt and returns your card. You do not need to sign the receipt. Please check your sale receipt for accuracy of the sale amount.

INTER BANK FUNDS TRANSFER

Introducing "Inter Bank Funds Transfer, a facility enabling you to do bank to bank transfers directly from the ATM. This product innovation is first of its kind in the world and brings you speed, convenience and safety. Inter Bank Funds Transfer Facility allows you to transfer money from any of your Current, Savings or BTF account to any other account at an expanding list of 1Link Banks such as; Allied Bank Limited , Askari Bank Limited. Habib Bank Limited, Union Bank and United Bank Limited. Inter Bank Funds Transfer comes to you with a low cost of Rs. 50 per transaction. You can transfer Rs. 150,000 per transaction up to Rs. 500,000 per day. This facility is available for all PKR accounts. You dont need to activate or sign up for this service; simply go to the ATM machine and choose the funds transfer selection. Simply follow the step by step process:
Step 1: Language Selection

Step 2: PIN Verification

Step 3: Select Transaction Type

Step 4: Select Funds Transfer Type

Step 5: Select the account you wish to transfer from

Step 6: Select the bank you wish to transfer funds to

Step 7: Enter the selected bank account number

Step 8: Enter the amount you wish to transfer

Step 9: Please confirm to proceed with this transfer

Funds transfer Inter Bank Funds Transfer Own Account Transfer Internal Transfer

E-STATEMENTS
Convenience is just a click away. Now, with RBS, you can receive your statements in your e-mail. This means, no paperwork to keep track of your transactions. Just access your personal e-mail account, whenever its convenient. Totally Free This facility comes to you at no extra cost. All you need is a personal e-mail address, to which your statements will be sent. If you do not have an e-mail address, you will continue to receive your statements by mail as usual. Multiple Addresses You may choose to get your statements at more than one e-mail address. To avail this facility, you simply need to fill in the addresses in the e-statement sign up form. Additionally Secure While printed statements run the risk of being misplaced, statements to your e-mail are more secure. How to Apply To avail this service, please get a form from any of our branches/ ATM outlets, complete the form enclosed in the leaflet and drop the form in any of our drop boxes. Once youre signed on, you will begin receiving your e-statements after three working days at the frequency you choose

DROP BOX FACILITY

Cheque deposits of your Credit card payments, BTF and Loan repayments have never been easier. For the convenience of banking 24 hours a day, 7 days a week, we provide our customers the dropbox facility. Convenient Easily accessible One stop Payment solution

All you have to do is follow this simple three step process to experience true banking convenience: Step1: Put your payment cheque in the drop box envelope and seal it (Cash & postdated cheques are not accepted via drop box). Step2: Fill in the drop box envelope (placed at all drop boxes nationwide) with relevant details. Step3: Slip the drop box envelope into the drop box (Please allow 3 working days after depositing your cheque for your amount to be credited). For more information, call 111-06-06-06 or email at info@rbs.com.pk Drop boxes are located at all RBS branches, ATM locations and selected Shell and PSO stations. Our drop boxes offer you hassle free and secure cheque deposits for all your payments. Find a Dropbox near you:

Karachi Lahore Islamabad Rawalpindi Sialkot Multan Faisalabad Gujrat Sargodha Hyderabad

Gujranwala

SMS BANKING
Free SMS Alerts

The Credit Cards combine security with user friendly technology. Receive SMS Alerts for:

Automatic updates upon Card Approval Balance inquiries Updates on Reward Points Accumulation Approaching payment due dates

SMS Banking, a convenient way of keeping track of your financial transactions. RBS brings to you the convenience of banking online using your Mobile. Our SMS Banking allows you to access your account for inquiry & transactions using simple SMS messages. Now be in full control of your account from virtually wherever you are!

Perform various inquiries on your account eg. balance inquiry, mini statement & more. Get updates regarding products and services. Get many useful alerts regarding all activities in your account e.g. Payment alerts, cheque bounce alerts etc.

How can you sign up for our SMS Banking facility Step 1: Call up our Non Stop Banking Centre at 111-06-06-06. Step 2: Sign up for our SMS Banking facility and register your mobile number. Step 3: Once you receive a unique SMS PIN activate the PIN via our Non Stop Banking Centre. This will enable you to send relevant coded messages to 181.

LOCKERS
So put your valuables in a safe place and sleep well!

If your jewelry has been giving you sleepless nights, and the prize bonds tucked in the bottom drawer make you feel tense, it's time to discover peace of mind. Our Lockers are safe, convenient and private. As an RBS customer, you can enjoy personalized service and operate your locker in a friendly and pleasant environment. Locker Sizes and Fees Small Medium Large Extra Large Rs. 2,000 per year Rs. 3,000 per year Rs. 4,000 per year Rs. 5,000 per year

*There will also be a refundable key deposit of Rs. 2,000/ Locker Insured In an effort to further enhance this service, we have taken out an insurance cover on your locker for an amount up to Rs. 1,000,000. Locker Insurance Coverage Small Medium Large/Extra Large Rs. 500,000/Rs. 750,000/Rs. 1,000,000/-

This insurance plan provides cover on the following risks Robbery Fire Natural Calamity Vandalism Terrorism Applicable on each locker. Only events that take place in the locker area are covered under this scheme.

RBS ISLAMIC BANKING

The emergence of our RBS Islamic banking has made banking easy for customers interested in financial products and services which are in harmony with their religious beliefs. RBS understands the needs of our local communities, and our RBS Islamic Banking brand is able to meet customers' desire for Shariah Compliant Solutions.

DEPOSIT
Our Islamic Banking Deposit Products illuminate your choices by providing you Shariah Compliant Solutions for a simple reason: we value what you believe in. At RBS Islamic Banking, we bring together products and services that comply with not just your needs but also your beliefs. Saving and Term Deposit Accounts at RBS Islamic Banking have been developed under the Islamic Banking principles: Mudarabah and Musharakah. In this arrangement, the depositors are Raab-ul-Maal (investors) and the Bank is the Mudarib (the Fund Manager) and in some instances the Investor as well.

How do Savings and Term Deposit Accounts work? In simple words, our Deposit products are structured in a way that the Savings and Term Deposits from our Clients go into a pool of funds maintained by the Bank. RBS Islamic Banking, as the Fund Manager (Mudarib) invests these funds into Shariah Compliant assets / investments and the resulting profit is distributed between the Bank and Depositors according to pre-defined ratios and weightages. In some cases, the Bank may also invest its funds in the pool and become a partner with the Depositors within that pool. Thus, Savings and Term Deposit Accounts function under a hybrid arrangement of Mudarabah and Musharakah. How do Current Accounts work? A Current Account is operated on the basis of Qard; where the funds from the Depositors are treated as a loan for the Bank and no profit of any kind is payable to the Depositors but the principle is guaranteed and payable to the client on demand. Profit Sharing Mechanism Explained For example, assume we have five categories of Depositors that hold the following account types: (i) Savings (ii) 1 Month Term Deposit (iii) 3 Months Term Deposit (iv) 6 Months Term Deposit (v) 1 Year Term Deposit The Bank receives a total of Rs. 20,000 from these five categories of Depositors and each category is assigned a specific weightage:
Category Savings 1 Month 3 Months 6 Months 1 year Total Deposit (Rs.) 3,000 1,000 3,000 6,000 7,000 20,0000 Weightage 0.1 0.3 0.5 0.6 0.7

The profit earned by investing the funds in Islamic assets / investments is distributed between the Bank and the depositors according to weightages announced at the start of the month.

As an illustration of profit distribution ratio* between RBS Islamic Banking and the Depositors, we assume that the ratio is equal (i.e. 50 / 50 as shown in the table below) and the earned profit is Rs. 4,000, for that month. Thus, the profit will be distributed as follows:
Islamic Banking Pool of Depositors Rs. 2,000/ Rs. 2,000/

RBS Islamic Banking may also invest its own funds in the pool and in that case will also get a share in the distributable profit like other Depositors. Furthermore, the profit of Rs. 2,000 will be distributed within the Depositors based on the assigned weightages in the following manner:
Weightage Average 300 1,500 3,600 4,900 10,600

Category Savings 1 Month 3 Months 6 Months 1 year Total

Deposit (Rs.) 3,000 1,000 3,000 6,000 7,000 20,0000

Weightage 0.1 0.3 0.5 0.6 0.7

Profit 57 57 283 679 924 2,000

Rate* 1.89% 5.66% 9.43% 11.32% 13.21%

*The above profit rates and profit distribution ratio (Mudarib fee) are for illustration purposes and are not the indicative profit rates of RBS Islamic Banking. The weightages of RBS Islamic Banking will be announced on preset dates. Concept of Weightages The concept of weightages is being used by Islamic Banks because we face the challenge of distributing profits among a wide variety of Depositors with varying tenures and amounts. Depositors continually close their accounts or decrease their balances with the Bank. In order to tackle this, the Bank assigns a weightage to a specific deposit based on its amount and the tenure so as to create a balance in profit returns, to these various deposit categories. Loss Sharing between the Bank and the Pool

In case of a loss, as per the Islamic Financing principle of Mudarabah the loss will be borne by the Raab-ul-Maal (Depositors) while the Mudarib (RBS Islamic Banking) will get nothing for its effort which will in turn be a loss to the Bank.

HOME FINANCE
With our Islamic Banking Home Finance, your dream of owning a house becomes a reality.

Islamic Banking Home Finance uses the Islamic mode of Diminishing Musharakah to offer you a bouquet of benefits and services. We guarantee you the fastest turnaround time in the market. Your dream of a new house comes true with us, with maximum ease that is the hallmark. Choose the Home Finance option that best meets your needs and let our Islamic Banking make your dream come turn. Islamic Banking Home Buyer Islamic Banking Refinance Islamic Banking Home Builder

As our Islamic Banking Home Finance customer, you are also entitled to the privileges of a complete banking relationship, such as:

Deposit Accounts Lockers Non-Stop Banking Services

Eligibility Criteria

You must be a Pakistani, between 25-62 years of age and residing in Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad or Multan. You must be in continuous employment, for two years or more, at the time of application. Alternatively, you must have evidence of 3 years or more of business or professional experience.

ROYAL PREFERRED BANKING

Embracing dedication, individuality and innovative ideas, Royal Preferred Banking represents the highest standards of relationship banking.

Royal Preferred Banking represents a new standard of relationship banking, which has been expressly created to offer an enhanced level of service to demanding individuals. Attention is given to every fine detail in the crafting of innovative products and lifestyle solutions for our Preferred Banking clients. Our value proposition Royal Preferred Banking offers its clients an unmatched blend of personalized banking and wealth maximization opportunities. Our products Alongside a comprehensive range of premium banking products and services, we offer fully integrated financial planning and investment advisory capabilities. Your privileges From luxurious lounges to personalized attention, Royal Preferred Banking delivers its clients exclusive services. Speak to our relationship manager Ready to apply? Simply call or visit one of our Royal Preferred Banking Centres Products & Services RBS Royal Preferred Banking believes in premier service delivery and going an extra mile to bring superior standards that our clients can truly appreciate. The RBS Royal Preferred Banking brand goes beyond financial solutions and aims to offer clients a privileged lifestyle which they can truly value and associate with.

CORPORATE INSTITUTIONAL BANKING

In late 2007, RBS successfully led the consortium bid for ABN AMRO. Building on our already extensive relationships with corporates, financial institutions and governments in Europe, North America and Asia Pacific, the ABN AMRO transaction will extend our presence to more than 50 countries, improving our ability to meet your needs around the globe. This integration will bring considerable strengths in equities, corporate finance/advisory, emerging markets and transaction banking (cash management and trade finance) Building a commitment to Pakistan Having been established in Pakistan for 60 years, ABN AMRO have a deep commitment to providing commercial and consumer banking services in the country. Their acquisition of Prime Bank in 2007 widened their range of products and extended their network to Karachi, Lahore, Islamabad and Rawalpindi. Today, ABN AMRO are the second largest foreign bank in the country 1 bringing you deep market knowledge and a broad range of contacts. Delivering tailored products and services Whether you are a large corporation or a financial institution, you will find that we combine regional knowledge and global reach to deliver effective solutions 2. We can offer you a full range of advisory, financing and operational products tailored to your requirements, including Shariah-compliant products. 1. Finance Asia: Best Foreign Bank in Pakistan 2007 2. Trade Finance: Deal of the Year 2006 (Warid Telecom Pakistan $501m); The Banker: Deal of the Year Pakistan (Islamic Republic of Pakistan $500m fixed-rate notes)

TRAINING PROGRAMME
I completed 6 weeks of my internship programme at The Royal Bank of Scotland, Faisal Town Branch Lahore. My internship Programme was very systematic and organized. On the very first, we were handed over with our schedule for six weeks. There are about four departments in the said branch. I worked in two of these departments during this short span and tried my level best to learn as much as I could. My internship schedule was as under: Customer services Operations 11th Aug 30th Aug 1st Sept 20th Sept

I worked under the supervision and guidance of experienced officials who were always very cooperative and helpful. I was about almost all the banking operations being carried out in that particular branch. This internship has proved to be a very learning opportunity for me. Whatever have I learnt during the past two years, I saw the practical demonstration of all of it. It is very informative to see the theory being put to practice.

CUSTOMER SERVICES
I spend two weeks in Customer services where my supervisor was Mrs. Mehreen Pasha; she is the Customer Relationship Manager. In customer services most of the time I have to interact with customers who helped me in learning customer dealing and taught me how to solve quarries of the customers and solving their problems. I learnt that how best services are provided to customers. These services include balance checking, checks confirmation, and issuance of financial statements. My CRO's were very cooperative they always helped me and guide me about different things.

OPERATIONS
In operation deptt. my supervisor was Mr. Muhammad Ahmad he is the Area Operation Manager, he is a very cooperative person, I had long conversations with him and he answered all of my questions and quarries. In this deptt. I actually saw the execution of most of the banking operations like opening of an account, closing of an account, change of address of an account holder, change of signature of an account holder, T.Ts, activation of an account etc.

Account opening
To open an account the customer have to meet the general banking manager with an introducer (the person who is going go introduce that person in the bank) and get an application form used for account opening. Different color-coded application forms are available for each type of account. Along with the form a card for specimen signature is also supplied to customer. Manager has every right not to accept this contract if he is not satisfied by the details provided by the customer. In case the contract is acceptable to both, now it is ready to open the account formally.

Procedure
The procedure begins with the punching of account opening form to the customer file i.e. customers master file. The manager records the necessary details into this register and allots an a/c number from this a/c opening register. This register is maintained for each type of account and the a/c nos are allotted serially. After opening a saving and current account every applicants data is entered into the computer to maintain a safe record and application form is properly filled so that it can be available when necessary. Checking officer is responsible to Tele the manual application form with the computerized a/c opening file. For fixed deposit only that application form is needed which is prepared manually, because most of the procedure of fixed deposit is done manually. The signature specimen card contains three signatures of an applicant, applicant a/c no, a/c type, branch code, title of a/c, it will be attached with an application form. Banker uses this card at the time when he receives the cherub; he compares customers signature with the signature on the cherub for avoiding fraud.

Account closing
There are no. of reasons of closing an account can be one of the following if customer desire to close his account, in case of death of one account holder, bankruptcy of the account holder and If an account contain nil balance or not up to the requirement of rules. Before closing any account, bank send letter to the account hold for informing him that his account is going to be closed. There is need an approval form higher authority to close any account.

Account Transfer
If customer wants to transfer his account to another branch of the same bank then he submit the request of account transfer. Then the account is transferred to the concerned branch without any charges. New branch get the account opening form filled by the account holder but introduction is not necessary. Branch prepares two vouchers, one for the transferring branch and other for its own entering.

Cheque Book Issuance

The client has to verify the requisition slip by the relevant officer after signing the slip. There are two signatures on the requisition slip 1st show that the account holder gives an order to make printed cheque book and the 2nd signature shows that he receives the cheque book. 2nd signature may be different. Then the requisition slip is send to NIFT after receiving the book then it is necessary to stamp the account number of the client on the each leaf of the cheque. And then give to the client. If the client is illiterate then an additional stamp of thumb impression is necessary on each leaf of the cheque book. It means that such cheque can only be cashed when the client is present to receive the amount so such type of cheque can only be cashed by writing pay self instead of bearer or order cheque.

In case in which other then account holder comes to collect the cheque book then bank officer require the authority letter. If he shows the authority letter then the officer makes a receiving on the cheques book receiving register.

If the account holder misplaced the cheques book requisition slip then he fill the form. That contains the name and address of account and order of cheques book.

In addition to account opening , I did and got knowledge about Issuance of related cheque books. Checking of posted batches. Checking of profit list. Cheque book handling. Cheque return Checking of batch (transfer voucher).

Hence, it was a great experience working in such a prestigious organization. I am sure the knowledge and skills gained, shall help me during the course of my career.

MARKETING MIX
Marketers use numerous tools to elicit desired responses from their target markets. These tools constitute a marketing mix. These tools are classified into four broad groups that are called the four Ps of marketing:

Product Price Place Promotion

From a buyers point of view each marketing tool is designed to deliver a customer benefit. The sellers four Ps correspond to the customers four Cs.

Four Ps Product Price Place Promotion

Four Cs Customer solution Customer cost Convenience Communication

PRODUCT
It is the combination of goods and services that can be offered to a market to satisfy want or need. Product is the first and the most important element of marketing mix. Product strategy calls for making coordinated decisions on product mix, product line, brands, packaging, and laboring. Cut out to meet the high and varied demands of todays customer, RBS has an array of products in the pipeline.

Primary Banking Products

Primary banking products offered by Citibank are Current Accounts Saving Accounts Term deposit Accounts

RBS Debit Card

MORE THAN AN ATM CARD WITH EVERYTHING YOU WANT FROM A CREDIT CARD

Key Product Features A world to explore with your Debit Card facility! Easy way to pay The Debit Card facility is the perfect alternative to cash. Using a Debit Card facility saves you the routine and troublesome procedures of actually visiting the bank, or an ATM location, drawing cash, counting cash and keeping account of your transactions. It also helps you save valuable time since all transactions are instant and online.

Safe and Sound The Debit Card facility functions on a PIN-based mechanism, which keeps your cash secure. Since only you know this secret number, it eliminates the chance of fraud. Get More for Less Your daily spending limit on the Debit Card facility allows you to make a purchase of up to Rs. 500,000 per day, depending on the balance available in your accounts linked to this facility. In addition to this, you can also withdraw up to Rs. 50,000 per day from each of your PKR accounts linked to your ATM Relationship Card. Many choices When using the Debit Card facility, you have the flexibility of paying from three different accounts! Your Current Account, Savings Account and your BTF account (for BTF customers only) will all be linked to your Debit Card allowing you a payment facility like never before. Feel free to Debit Who says nothings for free? The Debit Card facility is absolutely free. So go shopping and go wild. Experience the Debit Card lifestyle without paying anything extra. The Debit Card facility is automatically activated on your existing or new Relationship Card.

RBS Islamic Banking

RBS Islamic Banking is a client driven institution which provides innovative solutions to cater to genuine customer needs. Central to our customers is our commitment towards adherence to Shariah which is evident through all our practices.

Home Finance
With our Home Finance facility, your dream of owning a house turns into a reality. Now just think of decorating it.

Credit Cards
RBS offers arrange of credit cards which includes:

RBS mc2 Credit Card RBS Ufone Co-brand RBS Airblue MasterCard

RBS Car Financing

RBS cherishes the relationship with its customers; you will be accommodated with assistance from Relationship Managers who will facilitate you through the procedure until you find exactly what you want. RBS has a vast network of authorized dealers for the convenience of their valuable customers. You can get the car from these authorized dealers only.

NCash
FULFILLING YOUR NEEDS TO PERFECTION

NCash empowers you with financing to fulfill your business needs. NCash lends you a helping hand towards success and growth with ease, peace of mind and convenience.

Insurance
MAY YOU ALWAYS HAVE IT AND NEVER NEED IT

Insurance is the most unselfish thing you may do for your loved ones. Our Bancassurance product menu spans across various lines of insurance and offers combination of life and non-life insurance plans which are made-to-fit your personal needs.

PRICING

The amount of money which the buyer has to pay The most common and obvious rationale given for the importance of prices is that price is the only element in the marketing mix that generates revenue; all other elements are associated with cost. RBS offers reasonable and competitive rates on all the services it provides to its customers. Its rates for some products are higher than other banks rate; this fact surely affects the sale of RBS products. Charges for all the international & domestic banking services are given in Schedule of bank charges.

PLACE
This includes the various activities the company undertakes to make the product accessible and available to the target market. The Producer does not sell his product directly to final user. Between producer and user stand one or more marketing channels. Through different channels they capture the market. For this purpose they select locations for head office and its branches, which are convenient to capture target market. The Bank currently operates a network of 79 Branches in Pakistan and Azad Jammu and Kashmir. Note: Branch network of RBS is placed in the annexure.

PROMOTION
Promotion includes activities, communicating the merits of product and includes the potential buyer to buy it. Sales Promotion includes tools for

Consumer Promotion
Samples ,coupons, cash, refund offers, price off, premium prizes, patronage rewards, warranties , tie-in-promotions, points of purchase displays and demonstrations.

Trade Promotion
Price off, advertising and display allowances and free goods.

Business And Sales Force Promotion

Trade shows and conventions, contents for sales representatives and specially advertising. RBS has a diverse portfolio of product & services. It can capture a huge market share by marketing its product & services properly. Bank should allocate more funds in its budget for the advertisement & publicity.

It relies mostly on personal selling like marketers bring deposits on the basis of

their public relationing & contacts.

Bank has vigorous marketing campaign , RBS dont

spend much on

advertisement than other bank although it is an foreign bank with good repute but this factor effects its sales adversely, it should use different medias like T.V., newspapers, magazines etc for its promotion.

BALANCE SHEET
2005-2007

2007
ASSETS Cash Balance with other banks Lending to financial institutions Investments Advances Other Assets Operating fixed assets Deferred tax

2006
(Rupees in thousand) 13,088,961 4,559,454 3,541,040 25,609,450 71,843,307 2,481,626 2,649,002 123,772,840 1,344,304 16,829,893 93,742,339 799,520 2,355,160 89,183 115,160,399 8,612,441 2,739,372 2,558,311 2,983,628 418,096 (86,966) 8,612,441

2005
7,379,648 2,051,677 1,474,861 13,026,798 32,926,623 1,564,376 1,169,152 59,593,135 605,778 6,855,784 47,004,987 966,757 42,427 55,475,733 4,117,402 2,512,632 1,616,434 (11,664) 4,117,402

8,785,788 5,364,040 6,982,071 16,438,270 64,468,394 2,337,709 2,778,942 380,349 107,535,563 2,084,367 6,068,028 90,288,654 799,200 3,229,519 102,469,768 5,065,795 13,474,364 (6,395,647) (1,989,575) (23,347) 5,065,795

Total Assets
LIABILITIES Bills payable Borrowings

Deposits and other accounts Sub- ordinated loans Liabilities against assets subject to finance lease Other liabilities Deferred tax liabilities Total Liabilities NET ASSETS Share capital Head office capital account Reserves Accumulated loss) / Unappropriated profit Deficit on revalution of securities

PROFIT AND LOSS ACCOUNT

2005-2007

2007
Mark-up/return/interest earned Mark-up/return/interest expensed Net mark-up/ interest income Provision against nonperforming loans and advancesnet Provisions for diminution in value of investments Bad debts written off directly Net mark-up ,interest income after provisions NON MARK-UP / INTEREST INCOME Fee, commission and brokerage income Dividend income Income from dealing in foreign currencies (Loss)/ Gain on sale of securities Unrealized (Loss) / Gain on revaluation of investments classified as held for trading Other income Total non mark-up / interest income NON MARK-UP/ INTEREST EXPENSES Administrative expenses Other provisions/write-offs Other charges Total non mark-up / interest expenses Extra ordinary / unusual items PROFIT BEFORE TAXATION Taxation current

2006
(Rupees in thousand) 1,108,222 (5,169,104) 5,939,118 (732,868) (277) (128,247) (861,392) 5,077,726

2005
4,416,751 (1,587,130) 2,829,621 (419,640) (12,995) (432,635) 2,396,986

13,003,887 (6,778,643) 6,225,244 (3,337,535) (1,887) (533,258) (3,872,680) 2,352,564

1,519,931 9,990 490,959 (298,666) (34) 479,978 2,202,158 4,554,722 (5,771,680) (118,922) (30,926) (5,921,528) (1,366,806) (623,505)

1,459,278 33,991 495,252 65,260 3,750 363,865 2,421,396 7,499,122 (3,872,608) (38,473) (17,529) (3,928,610) 3,570,512 (1,078,000)

695,619 311,858 (6,812) 500,497 1,501,162 3,898,148 (1,666,224) (430) (41,047) (1,707,701) 2,190,447 (790,000)

Prior years Deferred

(45,000) 470,547 (197,958) (1,564,764) 418,096 (842,907) (1,989,575)

(110,000) 11,797 (1,176,203) 2,394,309 396,215 2,790,524

(92,746) (882,746) 1,307,701 1,022,753 2,330,454 (714,020)

PROFIT AFTER TAXATION Unappropriated profit brought forward Transferred to unremitted profits ACCUMULATED (LOSS)/PROFIT AVAILABLE FOR APPROPRIATION

RATIO ANALYSIS
Ratio simply means one number expressed in term of another. A ratio is a satisfied yardstick by means of which relationship between two or various figures can be compared or measured. The term accounting ratio is used to describe significant relationship between figures shown on the balance sheet, between the accounting data. profit & loss account or in any other part of accounting organization. Accounting ratio thus shows the relationship

LIQUIDITY RATIOS:
Ratios that measure a firms ability to meet short term obligation is called liquidity ratio.

1. Current Ratio:
Current Assets Current Liabilities
It shows a firms ability to cover its current liabilities with its current assets.

2007
21131899 101670568 =0.21

2006
21189455 114271696 =0.19

2. Absolute Quick Ratio:

Absolute Quick Assets Current liabilities
It shows a firms ability to meet current liabilities with its most absolute liquid (quick) assets.

2007 2006

66806103 101670568 =0.66 74324933 101670568 =0.73

PROFITABILITY RATIOS:
A ratio that relates profit to sales and investment is called profitability ratios. 1. Cost to Total Income:

Total Non Markup/ Interest Expenses Total Income (Markup and Non Markup)
5921528 8427402 = 70%

2006

3,928,610 8360514 = 47%

2. Profit Before Tax to Total Income:

Profit Before Tax Total Income (Markup and Non Markup)

2007 2006

(1,366,806) 8427402 = (16%) 3,570,512 8360514 =43%

3. Profit After Tax to Total Income:

Profit After Tax Total Income (Markup and Non Markup)

2007 2006

(1,564,764) 8427402 = (18.56%) 2,394,309 8360514 =28.64%

4. Return On Investment ( Return On Assets):

Net Profit after Taxes Total Assets

2007 2006

(1,989,575) 107,535,563 = (1.85%) 2,790,524 123,772,840 =2.25%

5. Return On Equity:
Net Profit after Taxes Shareholders Equity

2007 2006

(1,989,575) 5,065,795 = (39.27%) 2,790,524 8,612,441 =32.40%

COVERAGE RATIO:
1. Markup /Interest Coverage Ratio:
Total Return/interest Earned (markup and Nonmarkup) Markup/Return/Interest Expenses
It indicates a firms ability to cover interest charges.

2007 2006

15206045 6778643 =2.24Times 13529618 5169104 =2.62Times

2. Debts to Total Assets: ( Solvency Ratio)

Total Liabilities Total Assets

2007 2006

102,469,768 107,535,563 =0.95 115,160,399 123,772,840 =0.93

3. Reserve to Capital Ratio:

Reserve Share Capital

2007 2006

(6,395,647) 13,474,364 = (0.47) 2,983,628 2,739,372 =1.09

HORIZONTAL ANALYSIS
Horizontal analysis is applied when a firm wants to evaluate performance over time. Developing trends can be seen by using multiyear comparisons, and knowledge of these trends assists the organization in planning future operations. Any significant year to year changes can be evaluated whether they are symptomatic of major problem.

BALANCE SHEET
2005-2007 2007
ASSET

2006
% age

2005

Cash Balance with other banks Lending to financial institutions Investments Advances Other Assets Operating fixed assets
LIABILITIES

(32.88) 17.66 97.18 (35.81) (10.27) (5.79) 4.91

77.36 122.23 140.09 96.59 118.19 58.63 126.57

8.58 (78.1) 84.89 99.7 2.61 89.9 13.62

Bills payable Borrowings from financial institutions Deposits and other accounts Other liabilities

55.05 (63.94) (3.68) 37.13

121.91 145.48 99.43 143.61

(27.28) 32.59 (2.5) 94

PROFIT & LOSS ACCOUNT

2005-2007 2007 Markup/return/interest earned Markup/return/interest expense Net mark-up/ interest income Fee, commission and brokerage income Income from dealing in foreign currencies Other income Administrative expenses Other charges Profit / loss before taxation Profit / loss after taxation 2006 %age 1073 31.14 4.82 4.16 (0.87) 31.91 49.04 76.42 (138) (165) (74.9) 225.6 109.9 109.8 58.8 (27.29) 132.4 (57.29) 63 83.1 99.8 208.4 66.91 74.9 17.1 17.45 48.38 97.1 90.9 83.2 2005

COMMENTS ASSETS
The level of cash is fluctuating over the years , there was an increase in cash level in 2006 but in 2007 it has decreased by (32.88 %), 2006 was a successful year for the bank in all respects , a huge and steady increase in the deposits kept the level of cash high. But due to decrease in deposits in year 2007, cash level is affected. Balance with other bank maintained by RBS in 2006 was 122.23 % but it was decreased in 2007 by 17.66% due to decrease in placement accounts in Pakistan, and increased current account outside Pakistan. There was an increase in operating fixed assets in 2006 by 126.57 but in 2007 it is decreased by 4.91 %.

LIABILITIES
Bills payable in the year 2005 was 27.28 % but there was increase in year 2006 by 121.91 % and then again a decrease in 2007 by 55.05 %. There was a decrease in borrowing from financial institution over the years in 2007. It is decreased by 63.94%. Deposits and other accounts were increased in 2006 by 99.43% but then it decreased in 2007 by 3.68 %. Other liabilities were increased in 2006 but then there is a decrease in year 2007 by 37.13%.

VERTICAL ANALYSIS
An analysis of percentage financial statements where all balance sheet items are divided by total assets and all income statement items are divided by net sales or revenue.

BALANCE SHEET
2005-2007

2007
ASSET

2006
%age

2005

Cash Balance with other banks Investments Advances Other Assets Operating fixed assets
LIABILITIES

8.17 4.99 15.29 59.9 2.17 2.58

10.57 3.68 20.69 58 2.00 2.14

12.38 3.44 21.86 55.25 2.63 1.96

Bills payable Borrowings from financial institutions Deposits and other accounts Other liabilities

2 5.91 88.1 3.1

1.17 14.61 81.4 2.05

1.09 12.35 84.73 1.74

PROFIT & LOSS ACCOUNT

2005-2007

2007 Markup/return/interest earned Markup/return/interest expense Net mark-up/ interest income Fee, commission and brokerage income Income from dealing in foreign currencies Other income Administrative expenses Other charges Profit / loss before taxation Profit / loss after taxation

2006 %age

2005

153.7 80.4 73.87 18.03 5.82 5.7 68.49 0.36 (16.2) (18.56)

132.8 61.8 71 17.5 5.9 4.4 46.3 0.2 42.71 28.64

99.8 208.4 66.91 74.9 17.1 17.45 48.38 97.1 90.9 83.2

COMMENTS
Cash, investment and advances are the major constituents of total assets. This is typical for a bank, as bank does not go for creating fixed assets. The advances have increased considerably, while the investments decreased. As bank is able to reduce its cost of funds, it might have been able to get AAA clients and lucrative business, so it prefers to use deposit money for advances, balance with other banks have increased. Deposits and bank borrowing is the major heads on liability side. RBS deposits decreased in 2006 but there is a slight increase in deposits in 2007. Borrowings from other banks were increased in 2006 but there is a decrease in borrowing from other banks in 2007. Borrowings adverse affect the cost of funds but then these figures do not depict the true picture of whole year. Bank should concentrate on further decreasing these borrowings and mobilizing the deposits. As compared to the previous years the Banks performance of getting profit from utilizing all of its assets decreasing day by day. So it is not a good sign.

SWOT ANALYSIS OF RBS

This SWOT analysis of RBS takes into consideration the external as well as the internal environmental structure of the bank.

STRENGTHS
The predominant strengths of RBS are . Introduction of new revolutionary banking software. Introduction of true Islamic Banking. Branch network is available in main cities of Pakistan. Online banking network all over the country. Cash management services for corporate sectors. Staff is very warm welcoming and they have healthy environment because they cooperate with each other. Good relationships with the customers.

WEAKNESSES
The chief weaknesses are Lack of advertising and promotions. Low investment in mega investment. IT system is weak. Extensive paper work for disperse of loans. High turnover ratio of employees because of low wages then the competitors and limited benefits. Slow to introduce new services.

OPPORTUNITIES
The opportunities on which RBS can capitalize upon are A large emerging middle class with growing demand for customer autos, services. Financial sector is open to foreign investors is diversified and has been strengthened in the last three years. With prospects of an improvement in the operational side as well as the hope that industrial growth will pick up, banking is looking at a bright future in the country. They should open branches in small cities. Investment in physical Infrastructure Development Information Technology. Opportunity for Islamic banking to capture the market.

THREATS
The predominant threats RBS is facing at the moment are discussed in the following lines: As there are new banks entering in the business, thus this creates more competitive environment. State bank has issued a circular in which it has made mandatory for all banks to have a minimum of 100 branches for this reason many of the new small banks are merging. There are different type of banks which is providing different services and profit returns. RBS has devised a product for the customer which provides them with returns by Islamic modes. It has devised that according to Shariah the profit should be on profit or loss bases.

IDENTIFICATION OF PLAUSIBLE PROBLEM(S)

Lack of advertising
The Royal Bank of Scotland is not focusing on advertising thats why customers have no idea about their products and services which they are offering. Due to lack of advertising, their potential growth is slow as compare to other competitors.

Salary package is low

They are offering low salary package. Due to which Staff is not satisfied to work there and they are ready to switch over some other companies on a good package.

Parking area is congested

Parking area is not so wide even for staff. So customers have to face lot of problems during parking. The branch is situated on the main road and customers cannot take risk to park their vehicle on the main road.

One window system

Due to the one window system for cash counters customers face problems, and they have to wait for a long time.

SUGGESTIONS
After spending six weeks at different departments of the Royal Bank of Scotland, interacting with the employees, getting their views, observing the organizational structure and design,. I have come up with the following suggestions that in my view, will deficiently improve a few weakness observed in the bank by me.

Employees motivation
Effective measures should be taken to boost up the morale of employees. Here are some suggestions to motivate the employees and enhance job satisfaction. Individual difference should be recognized. Match people to jobs Individualize rewards Check the system for equity Use goals and ensure goals are achieve

Work Environment
The work environment has a very positive impact on employees productivity. The work environment should be beautified. It should give a very welcoming and lively impression to the customers.

Service Quality
Proper steps should be taken to improve the service quality. This can be undertaken by responding to customer needs quickly and courteously.

Internship Programme
For internship programme in future, the officers should be briefed about what they are supposed to tell the internees. In fact if the internees are provided with the job description of the respective officers, they can have an idea about what functions are performed by relevant person and they can directly come to the point of asking questions about things that do not relate to the respective officer.

Various charges
The rates for the various charges provided by the bank should be through down a bit, as it would result in increase in the number of customers of the bank specially the credit card transaction charges.

Training and development programs

The bank should place emphasis on the organization of effective training and development programs for its new as well as existing employees so that these are gradually updated regarding the recent developments in the field of banking.

Job security
The employees in the organization should be insured job security so that there is no pressure on the employees while performing their tasks.

Pray rooms
Pray rooms should be made within the branch for the convenience for both male and female employees.

Parking area
Parking area should be made wide. Branch should also provide security to its customer in parking areas.

Up gradation
They should go for the Up gradation of computer systems.

Mobile banking
They should introduce mobile banking facility like BANK ALFALAH and MCB etc.

CONCLUSION
Banks play very important role in the economic life of a nation. The growth of the economy is dependent upon the soundness of its banking system. Although banks do not create new wealth but borrow, exchange and consume. These make generation of wealth. In this way they become most effective partners in the development of that country. Internship was a new experience of work, which was practical and provided learning curve along with knowledge and skills. Working for six weeks as an intern in The Royal Bank of Scotland gives me an opportunity to see the banking structure more closely. Where I worked with the whole staff and learned almost each detail of general banking and customer care were also my responsibilities. I understand that the life is about fulfillment of ambitions and realization of our dreams. RBS wide range of loan products ranging from Auto Loans and Home Finance to Business and Personal Loans provide luxury backed with affordability to give us the vision to look beyond. Opportunities at RBS offer a wide scope of learning and development while providing with a perspective, which is attuned to the global markets while catering to the local environment. I have concluded from this detailed report that despite the fact The Royal Bank of Scotland currently occupies a respectable position in the current market but it does not guarantee that the company will sustain its position in the future. During my work tenure I carried out various analyses to determine the financial soundness and future potential of the bank. My major discoveries were that bank has made the best use of their assets. Bank is financially strong and has a huge deposit reserve. According to the SWOT analysis the bank still has a lot of growing up to do; this includes number of Branches and introducing ATMs (Network) in Islamic branches, increasing the promotional activities.

The top management should immediately start thinking in terms of rotating the employees in various departments, as this transforms work force into human capital. If a particular individual keeps on employing his / her efforts in one sphere of banking it would not only create a sense of monotony and boredom, but also not help improving the skill set of RBS employees. There are a disproportionate number of seasoned bankers in the top management who have the responsibility of making strategic decisions. This think should also include a reasonable proportion of young bankers whose mindsets teem with new creative ideas, which might prove to be invaluable for RBS. One of the most pressing needs of the time is to advertise RBS in the electronic media. RBS has not, till date, employed advertisement in electronic media as a full fledge marketing tool. I think it is high time that RBS does this. Based on my view, In Pakistan as compared to other banks, The Royal Bank of Scotland has less number of consumers market share but as The Royal Bank of Scotland increases its branches it can increase its share. Hence the conclusion is that The Royal Bank of Scotland must enhance factors such as relationship marketing, innovation and technology especially in Pakistan to attain market leader position in this region as well.

BIBLIOGRAPHY
http://www.rbs.com/ http://www.rbs.com.pk/Pakistan/index.htm http://www.rbs.com.pk/Pakistan/retail/ http://www.rbs.com.pk/Pakistan/islamicbnk/ http://www.rbs.com.pk/Pakistan/rpb/home/en/ http://www.rbs.com.pk/Pakistan/Commercial/index.htm http://ci.rbs.com/psp/public/pagebuilder.aspx?page=gp1347 http://www.rbs.com.pk/Pakistan/AboutUs/index.htm http://www.rbs.com.pk/Pakistan/Investor-R/index.htm http://www.rbs.com.pk/Pakistan/Office-Loc/index.htm http://www.rbs.com/about03.asp? id=ABOUT_US/OUR_HERITAGE/OUR_HISTORY/OUR_BANKING_FAMILY http://www.rbs.com/about98.asp?id=ABOUT_US/OUR_BUSINESSES http://www.pakistanbanks.org/

Annexure BRANCK NETWORK

KARACHI Main Branch 16, Abdullah Haroon Road. UAN: (021) 11-11-22-33 Fax: (021) 568 3432 Abdulah Haron Road State Life Building No. 11, Abdullah Haroon Road. Tel: (021) 568 4525, 568 2639 & 568 3981 Fax: (021) 568 3975 I. I. Chundrigar Road Nadir House, I.I.Chundrigar Road. Tel: (021) 241 8487, 241 8300 - 9 Fax: (021) 241 8485 Zamzama 13 - C, 7th Zamzama Commercial Lane, Phase V, D.H.A. Tel: (021) 587 5323, 587 5401 Fax: (021) 587 5404 Defence World Business Centre, Main Korangi Road, Phase I, D.H.A. Tel: (021) 580 5182, 580 5170 - 9 Fax: (021) 580 5180 North Karachi Nimra Corner, Sector 12-A, Industrial Area, North Karachi. Tel: (021) 695 8456, 692 0621 -5 Fax: (021) 695 6237 Paper Market Shahrah-e-Liaquat, Paper Market. Tel: (021) 221 3940, 221 3946 - 7 Fax: (021) 221 3941 Dhoraji Sana Pride, 35/244, CP & Berar Cooperative Housing Society, Dhoraji. Tel: (021) 413 6551, 413 1421 - 3 Fax: (021) 413 6550 S.I.T.E. Plot No. B / 9 - B - 2, Estate Avenue, S.I.T.E. Tel: (021) 256 9772, 256 9934 - 43 Fax: (021) 256 9771 Metrovile ST-15, Block-3, Metroville I, S.I.T.E. Tel: (021) 666 1300 Fax: (021) 666 2774 Gulshan-e-Iqbal - Block 6 FL-2/4, Block 6. Tel:(021) 481 9741, 481 9572 - 6 Fax: (021) 481 9744 Federal B Area C-25, Block 17. Tel: (021) 680 0693, 680 0342 - 3 Fax: (021) 680 0344 Gulistan -e-Jauher Billys Heights, KDA Scheme No.36. Tel: (021) 402 6833, 402 6826 - 30 Fax: (021) 402 6832 Gulshan-e-Iqbal SB-25, Block 13/C, KDA Scheme No. 24, University Road. Tel: (021) 499 2055 Fax: (021) 497 2270 UAN: (021) 11-335-335 Shahed-e-Milat 72-A/Z, Block 7/8, Al-Riaz Cooperative Housing Society. Tel: (021) 431 1950 Fax: (021) 431 0749, 438 2583 UAN: (021) 11-321-321 North Nazimabad - Block D D4, Block D, North Nazimabad. Tel: (021) 672 1601 - 5, 672 1640 Fax: (021) 672 1614 Korangi - Islamic Banking KM Centre, 130, 130/1, Main Korangi Road, Phase I, D.H.A. Fax: (021) 531 1441 UAN: (021) 11-11-71-72 Shahed-e-Milat Road -

Islamic Banking SNP, A / 6 - A 1, Commercial Area, Karachi Cooperative Housing Society Union Ltd., Union Area, Shaheed - e - Millat Road. Tel: (021) 431 2585, 439 8355 - 7 Fax: (021) 431 1658 Cloth Market Cloth Market, New Naham Road, Off M. A. Jinnah Road. Tel: (021) 247 2704, 247 2616 - 9 Fax: (021) 247 2595 Jodia Bazar NP 12 / 74, Mohammad Shah Street, Jodia Bazar. Tel: (021) 253 3976, 252 2225 - 9 Fax: (021) 252 2224 Khy-e-Shahbaz 43 - C, Khayaban-e-Shahbaz, LAHORE Main Branch 310, Upper Mall, Shahrah-e-Quaid-e-Azam. Fax: (042) 575 1020 UAN: (042) 11-11-22-33 Gulberg 61- Main Gulberg. Tel: (042) 575 7666 Fax: (042) 575 311 Egerton Road Ground Floor, Building No. 3, Aiwan-e-Iqbal Complex, Egerton Road. Tel: (042) 637 11, 627 8782 Fax: (042) 636 8500 Defence 77-Y, Phase III, D.H.A. Tel: (042) 572 8282, 572 6601 Fax: (042) 572 5767 New Garden Town Awami Complex, Block No. 2, New Garden Town. Tel: (042) 586 11, 594 0191 Fax: (042) 586 9181 Allama Iqbal Town 20 Gulshan Block,

Phase V, D.H.A. Tel: (021) 534 2388, 534 2364 - 8 Fax: (021) 534 2387 Kh-e-Itehad 8-C, Itehad Commercial Lane 9, Phase VI, D.H.A. Tel: (021) 535 0274, 535 0268 - 72 Fax: (021) 535 0275 Tipu Sultan Road Plot No.110, Zonal Commercial Area, Banglore Cooperative Housing Society. Tel: (021) 430 1181 - 85 Fax: (021) 430 1187 Defence 22/C, Lane 2, Shahbaz Commercial, Phase V, D.H.A. Tel: (021) 585 4460 Fax: (021) 585 5131 UAN: (021) 11-11-338 Allama Iqbal Town. Tel: (042) 541 5588, 541 7262 Fax: (042) 541 9394 Gulberg Industrial Area 25-B-2 Gulberg III. Tel: (042) 571 7141-5 Fax: (042) 571 8050 Township 894-D, Faisal Town, PECO Road. Tel: (042) 517 6051-9, 517 6002 Fax: (042) 517 6041 Circular Road Outside Shah Alam Gate, Main Circular Road. Tel: (042) 767 0600, 767 0501 Fax: (042) 767 0666 PIA Town 188, Block-F, Phase I, PIA Employees Housing Society, Wapda Chowk. Tel: (042) 518 9011 - 6, 518 9020 Cavalry Ground 4/5, Hassan Plaza, Cavalry Ground Cantt. Fax: (042) 665 5591 UAN: (042) 11-321-321 Baghbanpura

Bilal Market, Chowk Shalamar Bagh, G. T. Road, Baghbanpura. Tel: (042) 684 0310 - 5, 684 0318 Fax: (042) 684 0316 Badami Bagh 343-Circular Road, Badami Bagh. Tel: (042) 770 8160, 770 8171 Fax: (042) 770 8170 Raiwind Road 131/178, Bohbatein Chowk, 10 K.M. Raiwind Road. Tel: (042) 532 0164, 532 0406 Fax: (042) 532 0706 Bilal Gunj 16, Shahjehan Road, Bilal Gunj. Tel: (042) 721 4084 - 8 Fax: (042) 721 4074 Gulshan-e-Ravi 2/B, Civic Centre, Gulshan-e-Ravi. Tel: (042) 740 4511-6, 630 1107 Fax: (042) 740 4517 Valancia Society ISLAMABAD Main Branch 15 Markaz, F - 7, Opposite FG College for Women, F-7/2. Tel: (051) 265 1318 Fax: (051) 265 1331 UAN: (051) 11-11-22-33 Blue Area 78 - W, Roshan Centre, Jinnah Avenue, Blue Area. Tel: (051) 227 5252 Fax: (051) 227 5254 RAWALPINDI Mal Road Century Tower, 6-The Mall. Tel: (051) 570 1054-6, 570 1060 Fax: (051) 556 7016 Gunj Mandi Raja Bazar. Tel: (051) 553 9115, 553 3315 MIRPUR (AZAD KASHMIR) Sector B/2, Allama Iqbal Road.

A-6, H-Block, Commercial Zone, Valancia Society. Tel: (042) 518 8604 - 5 Fax: (042) 518- 8606 T-Block CCA-22, T-Block, Phase II, D.H.A. Tel: (042) 574 9742, 503 3331 & 844 5101-3 Fax: (042) 574 9741 Shahdara Mauza Begum Kot, Sheikhupura Road, Shahdara. Tel: (042) 790 0260 - 1, 790 0268 Faisal Town 594-A Faisal Town. Tel: (042) 520 3881 - 4, 520 3892 Fax: (042) 520 3880 Cavalry Ground - Islamic Banking 97 Commercial Area, Cavalry Ground. Tel: (042) 660 3412 - 17 Fax: (042) 660 3411 Tel: (058610) 42 918 Fax: (058610) 42 812, 45 832 SARGODHA Khayyam Chowk, Railway Road. Tel: (048) 372 6646 - 8 Fax: (048) 372 6649 GUJRANWALA Al-Majeed Centre, G.T. Road. Tel: (055) 373 5531 - 5, 373 5337 BHALWAL 131-A, Liaquat Shaheed Road, Chak No. 8, Tehsil Bhalwal, District Sargodha. Tel: (048) 664 3671, 664 2405 KHARIAN G. T. Road. Tel: (053) 753 6249 PESHAWAR Ashraf Road New Rampura Gate. Tel: (091) 259 3364 - 5 , 259 3164 Fax: (091) 259 3165

Cant. 6 - Sadar Road, Peshawar Cantt. Tel: (091) 527 5156 , 527 5182 Fax: (091) 527 3251 QUETTA 1-25/14-15, Qandhari Bazar. JHELUM Old G. T. Road, Jhelum Cantt. Tel: (0544) 62 1122 Fax: (0544) 625 648, 620 404 TURBAT Main Bazar. Tel: (0852) 41 3816 Fax: (0852) 41- 2673 DERA GHAZI KHAN Pakistan Plaza, Jampur Road. Tel: (0642) 47 4182, 47 4175 - 7 Fax: (0642) 47 4178 SUKKUR Shaheed Gunj.

Tel: (081) 282 0916, 283 7890 Fax: (081) 282 0915 VEHARI 94-B, Iqbal Road, Behind Grain Market. Tel: (071) 562 8967 Fax: (071) 562 8968 MARDAN Main Bazar, Bank Road. Tel: (0937) 87 1761 - 2 Fax: (0937) 87 0546, 87 0902 GUJAR KHAN Plot No. 204-A, G. T. Road. Tel: (051) 351 6425, 351 6324 Fax: (051) 351 6325 BAHAWALPUR V/912, Circular Road. Tel: (062) 273 112, 273 115 - 8 Fax: (062) 287- 4503