1. Presented by: MANZIL BHATTARAI
Presentation on Internship report at
Himalayan Bank Ltd.
2. Background of organization
Established in 1993 in joint venture with Habib
Bank Limited of Pakistan.
Legacy of Himalayan lives on in an institution that
is known throughout Nepal for its innovative
approaches to merchandising and customer
service
The highest deposit base and loan portfolio
amongst private sector banks
Extending guarantees to correspondent banks
covering exposure of other local banks under
their credit standing with foreign correspondent
banks
3. The Bank’s corporate vision:
Himalayan Bank Limited holds of a vision to
become a Leading Bank of the country by
providing premium products and services to the
customers, thus ensuring attractive and
substantial returns to the stakeholders of the
Bank.
4. The Bank’s corporate mission:
To become preferred provider of quality financial
services in the country.
There are two components in the mission of the
Bank i.e. Preferred Provider and Quality
Financial Services. Therefore, HBL believe that
the mission will be accomplished only by
satisfying these two important components with
the Customer at focus.
The Bank always strive positioning itself in the
hearts and minds of the customer.
6. Major markets and customers
It has not such specific targeted customer but it
always focus on general public.
Other banking company and financial institution.
Government and big organization
Remittance
9. Showing Loans Product
Loans
Corporate Loans
Funded
Project / Consortium Loan
Non Revolving Cash Credit
Working Capital Financing
Overdraft Facility
Demand Loan
Revolving Cash Credit
Import Credit & DD
Trust Receipt Loan
Export Credit Facilities
Pledge Loan
Clean Bills discounted
Documentary Bills Discounted
Non Funded
Bank Guarantee
Letter of Credit
Retail/Consumer Loans
Housing Loan
Subidha Loans
Credit Card Loan
Loan against FD
Loan against Bonds
Loan against Shares
Hire Purchase
Loan against BG
10. Organizational Structure
Chairman & BOD
CEO
General Manager
Public Relation Officer1 Asst to Chairman 1
Asst to CEO 2
Asst to GM 1
Deputy. General Manager
1
Branches
CMAD
Sr. Manager
Branches
Monitoring & Follow-up
Deputy General Manager
Audit Committee
Manager
Dy. Manager
Asst. Manager
Credit
Card
Center
Branch
Manager
Branches
Asst.
Manager
BCC
A/C &
Treasury
NRB
Reporting
Legal & Share
Manager
GS/Admin
H. R.
Branches
Asst. Manager
Internal Audit & Inspection
11. Financial structure
The Bank’s total deposit reached Rs. 40.92 billion,
recording an increase of 8.80 % over the previous year
the loans and advances reached Rs. 32.96 billion which
increase of 13.20 % over the previous year
The net assets of the Bank increased by 16.17 % reaching
Rs. 3.99 billion
the gross assets increased by 9.75 % and are valued at
Rs. 48.13 billion
The Bank was able to make an operating profit of Rs. 1.15
billion
The net profit of the Bank reached Rs. 89.31 million,
registering an increase of 75.53 % over that of the
previous year.
wrote off loans to the tune of Rs. 1.625 million.
The Bank’s NPA, which was 3.52 % during the previous
year, increased to 4.22 % during the year under review.
12. Organization Performance:
The net profit of the Bank amounted to Rs.
893.11 million.
Besides, the retained earnings of Rs. 13.65
million from the previous year,
20 % of Rs. 17.86 million, have been
appropriated to the Statutory General Reserve
Fund.
A sum of Rs. 5.453 million transferred from the
Suspense Fund and a sum of Rs. 38.61 million
transferred from the Capital Adjustment Fund
Similarly, out of the net profit of this year, Rs.
6.682 million has been appropriated to the
13. Cont.
Rs. 71.4 million to the HBL Bond Redemption
Fund
Rs. 47.25 million to the Investment Adjustment
Fund as per the NRB directives.
20 % bonus share and a 16.8421 % cash
dividend on the paid-up capital
For the bonus shares and dividends, an amount
of Rs. 73.68 million has been earmarked.
After the distribution of the bonus shares, the
paid-up capital of the Bank will amount to Rs.
2.40 billion.
14. SWOT Analysis of Himalayan Bank
ltd.
Strength:
Intellectual top-level management and decentralized
structure
Hi-tech technological infrastructure
Weaknesses:
Less emphasis to marketing and promotional
measures
Much initiative is not taken to respond to customers
queries
15. Cont.
Opportunities:
Innovation and technological advancement
Capturing new market by taking advantage of weak
competition
Emphasizing on new ventures, opening new branches
Threats:
Growing situation of financial institution
Diverse ideology of political parties
Low interest rate
16. Activity performed in the
organization
Customer Service Department
• Providing General Information
• Opening an Account
• Closing an Account
• Preparing Cheque Books
• Providing Bank Statement
• ATM Card distribution
• Distribution of various forms and vouchers
• Handling Phone Calls
• Filing
• Providing Withdrawal Slip
• Providing Balance Certificate
• Photocopying
• Account Information and Balance Inquiry
• Problems Identified at Customer Service Department
• Problem Solved at Customer Service Department
17. Problem Solved at Customer
Service Department
Learned how to photocopy and solved the problem of
providing bank statement.
There are systematic record keeping of files
Understanding the various types of account made
easier to know about opening and closing the account
Understanding the customer’s want and making them
understanding about various facilities and services
was solved.
KYC update was most irritating and time consuming
so many customers became very annoying and angry
so department head give the instruction of being calm
and teaches us how to fill it in effective and efficient
manner, which solve our (intern) problem.
18. Bills and Remittance
Filing
Recording international clearing cheques
Helping customers to fill up TC form, request
form, etc
Putting stamps on foreign currencies to determine
that it has been issued
Issuance of advance payment certificate
Preparation of draft
Checking cheque for clearing of different branch
Pullout for ID payment
19. Problems Solved at Bills and
Remittance
How to pull message checking the entire detail
about the recipient of the money.
Deal with the customer and answer all their
queries
Photocopying
20. Trade Finance
Filing
Invoicing
Filling different forms i.e. bibini form etc
Preparing draft cheque
Preparation of bank guarantee letter
Assisting the staffs to get approval from the
senior officials
21. Problems Solved at Trade
Finance
Learned to fill Bi.Bi.Ni form.
Issued cheque in the name of custom office as
the charge for dispatching the goods.
Filing the documents and searching the files.
Learned various terms and documents and its
uses.
22. Customer Relation Department
Filing
Learning the detail process of loan sanctioning
Five pillar analysis and SWOT analysis
Authority of the bank to provide loan
23. Credit management and
administration department
Same as trade finance mostly focus on filing,
indexing, keeping record of different files of
customer.
24. Internship key observation
I found that all(mostly) the employees in the bank are
co-operative and well mannered.
All the employees strictly follow the rules and
regulations.
I found all the staffs friendly and co-operative.
I felt that the employees were unclear about their
duties and responsibilities. They were confused as
per what level of authority they are provided.
In the customer service department, I found that the
staffs did not respond very well to the customers
I felt the staffs at the bank lacked training, which
would have helped them to sharpen their skill and run
the day-to-day activities of the bank smoothly.
25. Key skill and attitudes learnt
This program helped me to relate theoretical
aspects learned in college in practical term
To explore myself by judging my knowledge and
intelligence compared to others.
I got an opportunity to become familiarize with
organizational culture, organizational goals and
objectives, chain of commands of responsibilities
and authority, employee-customer relationship,
interdepartmental communication, management,
organizational structure and many other things
26. Cont.
It showed me the areas where I was good and the areas
where I needed to improve me.
I have learnt during mine internship is the corporate
working environment which is the basic lesson for the
career development.
Lesson Learnt at Customer Service Department
Learn to open and close an account.
Learn how to fill KYC form.
Communicate with the customer and solve their problems.
Learned about documents required for account opening,
closing and other request.
To issue debit card, cheque book, internet banking etc.
To print balance statement and financial transaction
record.
Handling grrievances of the customer and ability to satisfy
them.
27. Lesson learnt at Bills and
Remittance
Learned about the process behind the
appointment of agents and struture of
commission of Himal Remit.
Got chance to be familiar with different
technologies used in the bank.
Learned about the remittance department of
Himalayan Bank.
Proper and effective way of communication with
outsiders and officials.
Build communication, interpersonal, technical
skills.
28. Lesson Learnt at Trade
Finance
Learned about the terms and terminologies used
in International Trading.
Gain knowledge of the operational activites of the
Trade Finance Department.
Learned to work in a team.
Got chance to be familiar with the process
involved in Trade Finance.
29. Lesson Learnt at Customer
Relation Department
Build communication, interpersonal, technical
skills.
To build up professionalism and the ability to
assume responsibility that will assist in future.
Understood the importance of having patience.
Understanding the customer’s financial problem
and the way to finance them.
Learned property valuation process
30. Feedback to the organization:
More employees should be kept at the counter so that the
customer need not wait for a long time.
The bank must therefore give high priority to the
complaints of the customers in order to uplift the services
being provided.
There should be proper flow of communication between
head office and its branches for effective and efficient
services because due to this there will not be any
misunderstanding between the upper level and lower level
staffs and the works can flow in a fast pace.
Proper training programs must be conducted so that the
employees will be aware of the innovative techniques and
uplift the quality of service that the bank will provide to the
customers.
The foremost thing the bank needs to do is concentrate on
its human resource requirements and the present
disbursement of its employees because most of the
customer commented that the employees in HBL have too
much workload.
31. Cont.
Besides focusing on the quantitative aspect of the
work force requirement in the bank they also have to
encourage the employees become to more customer
oriented, thus increasing their attitudes, and behavior
towards the customers.
HBL should think of ways in which it can retain as well
as attract new customers through innovative schemes
because there is a greater chance that competitor
banks can bring down their commission rate and
thereby create threats for HBL.
Today, HBL has 23 Nostro Banks account and a very
limited number of Agencies. Therefore, it should try
expanding its linkages with other Banks and Agencies
as well. Because of this, they can have a competitive
advantage over other banks. Besides this, the
customers will also have an advantage of transferring
their money worldwide, with a greater speed.
32. Cont.
In spite of the secured and fast transfer of money through
Swift, majority of HBL customers are using the draft.
Therefore, the bank should aware its customers about the
advantages of using Swift over others to get the customers
confidence towards the use of Swift.
Majority of the customers using remittance service in HBL
are businesspersons, and among them most of them pay
commission in the range of 100-500. Because of this, the
bank is not able to generate much of the income from
these small businesses. Therefore, HBL should try
establishing good relationship with larger and big corporate
houses.
Innovate the new product and different kinds of scheme to
meet the cut throat competition
Offer multiple communication methods to communicate
information to customer
Acknowledge customers and treat them with respect to
earn their trust and their business.
33. Cont.
Empower customer service to resolve the problems
on the spot including offering discount or special to
retain customer who might otherwise head to a
competitor.
Find ways to make it so easy for the customer to do
business with you that switching to a competitor
would be work for the customer.
If the bank increases its promotional and marketing
activities, it can create more customer attraction
towards the bank. It will further help the bank to
enhance its image and increase its degree of success
in the context of today’s competitive banking industry.
The speed of delivering service should be increased
especially in card department, providing needy
services promptly.
34. Feedback to the college and
university:
Due to time factor, this report does not include all the aspects of our
topic of study.
Due to secrecy to be maintained in an organization, we faced problem
of unavailability of information.
The primary data collected through various formats are simple opinions
of customers and professionals.
The internship duration was limited so I could not learn about the
organization in detailed manner.
The bank’s policy in keeping some matters confidential prohibited from
analyzing the various critical facts and issues.
The jobs assigned to me were mostly monotonous and did not require
much creativity.
Busy schedule of staffs of the organisation to acquire detail information
of different matters. So, information provided to us is limited.
College need to inform for our internship program much earlier then
they did now.
Submission of report date is too diminutive schedule. Therefore, college
should review on their schedule.
