i recently competed my master and this is my internship report at bank.

1. 1
CHAPTER-1
INTRODUCTION
1.1 History of Banking:
The word “Bank” is derived from the Italian word “Bancus or Banque” which
means bench, desk or counter, because in ancient times the benches were used by the
Jews for the purpose of exchanging money. In ancient times the religious temples
were used as the safest place for keeping money and gold by people of that time
under the monitoring of the priests.
1.2 Banking in Pakistan:
After independence British distributed the reserves of the “Reserve Bank of
India” between Pakistan and India with the share of 30% Pakistan and 70% India. It
was a big loss for Pakistan. Then “Quaid-e-Azam Muhammad Ali Jinnah” took a step
ahead and inaugurated “The State Bank of Pakistan” on July 1st
, 1948 which then took
control over all the Banking operations in Pakistan.
1.3 Introduction to Bank Alfalah:
BAFL is a private bank in Pakistan owned by the Abu Dhabi Group. It is the
fifth largest private Bank of Pakistan with a network of 648 branches in Pakistan with
an international presence in Afghanistan, Bangladesh, Bahrain and a representative
office in the UAE. Bank Alfalah has it‟s headquarter in Karachi, Pakistan. Key people
are “His Highness Sheikh Nahayan Mubarak AL Nahayan (Chairman)” & “Nauman
Ansari (CEO)”.
The bank introduced commercial banking and related services as defined in
the Banking companies‟ ordinance, 1962. This company was launched as a public
limited company on 21st June, 1992, under the Companies Ordinance, 1987. In 1997,
the bank was privatized and taken over by „Abu Dhabi Group‟ of UAE, with a new
identity „Bank Alfalah Limited‟. The Bank Alfalah started banking operations from
1st November, 1997. By the end of 2009 bank had 321 branches which include 60
Islamic Banking branches with seven foreign branches out of which five branches are
in Bangladesh and two in Afghanistan and one offshore branch is in Bahrain.
The International Finance Corporation (IFC) of the World Bank partnered
with the Bank in 2014, and holds a 15 percent stake in Bank Alfalah. Total Number of

2. 2
employees in year 2014 was 7,785. Its revenue was 55.378 billion and its net income
during the year 2014 was Rs 8.513 billion.
The Bank provides financial solutions to consumers, corporations, institutions
and governments through a broad spectrum of products and services, including
corporate and investment banking, consumer banking and credit, securities brokerage,
commercial, SME, agri-finance, Islamic and asset financing.
The roots of the bank go back to the Bank of Credit and Commerce
International (BCCI), which was taken over by State Bank of Pakistan and
nationalized to safeguard the consumer interests, under a new identity of HCEB or
'Habib Credit and Exchange Bank'.
The management of the bank had implemented strategies and policies so the
bank would become a major player in the market. With a partnership with the Abu
Dhabi Group the position of the bank became stronger which allowed the bank to
invest more in technology to increase its range of products and services.
JCR-VIS has assigned an entity rating of „AA+‟ (double A plus) for the long-
term and „A1+‟ (A one plus) for the short-term, with a stable outlook. PACRA has
assigned Bank Alfalah „AA+‟ (double A plus) entity rating for the long-term and
„A1+‟ (A one plus) for the short-term, with a positive outlook. The Bank is listed on
the Pakistan Stock Exchange (SE).
The Bank has 97.91 percent shareholding in Alfalah Securities (Private)
Limited, which is engaged in the business of stock brokerage, investment counseling
and fund placements. The Bank has 40.22 percent shareholding in Alfalah GHP
Investment Management Limited, which is registered as an Asset Management
Company and Investment Advisor under the Non-Banking Finance Companies
(Establishment and Regulation) Rule.
Bank Alfalah Limited (BAFL) announced its financial results for the year
ending on December 31st
, 2017 registering a profit of Rs.8.61 billion which is up by
8.58% compared to Rs.7.9 billion during financial year 2016.
As of December 31, 2017, the Bank‟s Non-performing loans (NPLs) ratio
stood at 4.2 percent and continues to remain one of the lowest infection ratios in the
industry which is better than the industry average. The bank‟s coverage ratio
improved further to 89.2 percent as against 86 percent at end 2016.

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Bank‟s deposits improved to Rs.653.4 billion from Rs.640.9 billion. The Bank
has a gross ADR at 63.8 percent at year-end 2017, one of the highest amongst peers.
The core ideology of Bank Alfalah in respect of their human resource
selection is to hire multi-talented and dedicated professionals, who can perform well
best for the bank with little external and in-house training to increase the efficiency
and productivity of the Human Resource.
Although the head office of Human Resource Management of Bank Alfalah is
in Karachi but every branch is managing its employees on its own.
1.4 Vision:
To be the premier organization operating locally and internationally that
provides the complete range of financial services to all segments under one roof and
to inspire and empower people to do things differently and shape their own path in
life and business.
1.5 Mission:
Bank‟s mission is to meet the current requirements of each customer by
providing high-quality services and a wide range of products, facilitating the
development of the country‟s economy and welfare of its citizens.
1.6 Core Values:
The core values of BAFL are following:
1.6.1 Honesty and Integrity:
Bank‟s employees are honest not only with the staff but also with their
customers. They perform their work with honestly on time.
1.6.2 Mutual Respect and Trust:
They give respect to their customers and trust each other.
1.6.3 Direct Communication:
Employees have direct communication with their customers and they ask for
the customer complaints and opinion properly.

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1.6.4 Customer’s Focus and Service:
Customer is bank‟s first priority so they focus on them by giving them importance and
treat them well as a customer.
1.6.5 Commitment and Hard work:
Bank‟s employees are committed to their job, so they work hard to achieve their
goals.
1.6.6 Recognition and Reward:
Recognition and reward is for the talented and highly performing employees.
1.6.7 Excellence:
Bank satisfies their customers that they will be excellence in everything they
do.
1.7 Objectives:
 To create an efficient system of banking in Pakistan.
 Maintain high profits.
 Expanding Islamic banking.
 Delivering every service and product under one roof.

5. 5
MANAGERIAL HEIRARCHY
BRANCH MANAGER
SALES AND DISTRIBUTION
MANAGER
SENIOR MANAGER
S & D
ASSISTANT MANAGER
S & D

6. 6
CHAPTER-2
PRODUCTS AND SERVICES
There are following deposit accounts in Bank Alfalah;
 Current account
 Saving account
 Fixed deposit account
2.1 Alfalah Current Account:
Current Account is an account with a bank or building society from which
money may be withdrawn without notice, typically an active account catering for
frequent deposits and withdrawals by cheque.
Alfalah‟s current account includes on following parts;
 Alfalah kamyab karobar Account
 Alfalah PKR current account
 Alfalah basic banking account
 Alfalah asaan account
 FCY current account
2.1.1 Alfalah Kamyab Karobar Account:
If people have the will to start a business or expand existing one, Alfalah
kamyab karobar account is the perfect partner for them. With Alfalah Kamyab
Karobar people get a current account that offers unlimited free transactions.
2.1.2 Alfalah PKR Current Account:
People can enjoy everyday banking needs with absolute ease through
Alfalah‟s non-interest bearing current account, giving them instant access to their cash
from any branch across Alfalah‟s growing network. It offers transactional privileges
to both individuals and businessmen who have frequent transaction needs and funds
accessibility.
2.1.3 Alfalah Basic Banking Account:-
If People‟s banking requirements do not require multiple monthly cheque
transactions, then Alfalah‟s non-interest bearing Basic Banking account may fulfill

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their day to day banking needs with no minimum balance requirement or restrictions
on ATM withdrawals.
This account facilitates the banking needs of low-income depositors through
transaction facility and no service charges.
2.1.4 Alfalah Asaan Account:
Bank may offer this account as Current, Saving or any other profitable
category. This account shall preferably be Card-Based; however cheque book may be
issued as per the choice of the customers.
2.1.5 FCY Current Account:
FCY Current Account allows the customer to manage their domestic and
international foreign currency transactions with security, ease and convenience.
2.2 Alfalah Saving Account:
A saving account is an interest-bearing deposit account held at a bank or
another financial institution that provides ordinary interest rate. Saving account based
on the concept of “Qard”.
Alfalah‟s saving account includes on following parts
 Alfalah kifayat monthly savings account
 Alfalah care account
 Alfalaf SnaPack account
 Alfalah royal profit account
 Alfalah asaan account-savings
 Alfalah FCY account-savings
2.2.1 Alfalah Kifayat Monthly Savings Acount:
With the kifayat monthly saving account people can earn monthly profits with
easily accessibility to their savings. People can enjoy unlimited deposit and
transactions.
2.2.2 Alfalah Care Account:
With the bank Alfalah senior citizen savings account, people can rest assured
that all their basic banking needs will be met, while they enjoy high returns every
month on their savings with the flexibility of withdrawing their profits at any time.

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2.2.3 Alfalah SnaPack Account:
Life is a lot more fun with Alfalah SnaPack account. With the SnaPack
account now customers don‟t need to get their pocket money as cash because they get
the money on a debit card instead and they will never lose it. People can shop for their
favorite things, eat at restaurants and watch movies. Free Alfalah Snapack account
Debit Card for ages 6 to 17 years.
People and their children can open joint account with a minimum amount of
100 Rs to keep check on their child‟s spending. These are two accounts; Savings
Account (Person‟s) and Current Account (Child‟s).
2.2.4 Alfalah Royal Profit:
If someone has a business that deals with large transaction volumes and if he
is individual looking for high returns on savings, then Alfalah Royal Profit Account is
the best choice to meet his daily financial requirements. It includes the flexible
features of a current account that is also giving him the benefits of the savings
account.
2.2.5 Alfalah Asaan Account-Savings:
The initiative to launched Alfalah Asaan Account has been taken as per the
directions of State Bank of Pakistan to make banking easy for all those people who
don‟t able to hold other accounts. With the tagline “Less paperwork, easy banking”,
Bank Alfalah has announced Alfalah Asaan Account for small businessmen, students,
farmers, housewives and many other individuals.
2.2.6 Alfalah FCY Account-Savings:
This Account allows the customer to manage their domestic and international
foreign currency transactions with security, ease and convenience.
2.3 Fixed Deposit Account:
A fixed deposit account is a financial instrument provided by bank which
provides investors a higher rate of interest than a regular savings account. It may or
may not require the creation of a separate account. It is the most popular form of term
deposit.

9. 9
This account includes on following parts;
 Alfalah term deposit
 Alfalah mahana amdan
 Currency current account
2.3.1 Alfalah Term Deposit:
Alfalah term deposit offers attractive rates with a higher placement for fixed
tenors with a variety of profit payment options.
2.3.2 Alfalh Mahana Amdan:
If people are looking to earn high rate of returns on their fixed deposits with
the benefit of monthly pofits, then Alfalah Mahana Amdan is best suited for them.
2.3.3 Alfalah Foreign Currency Current Account:
FCY term deposit offers attractive investment options in foreign currency with
tenors starting from 1 month up to 1 year.
2.4 Services:
Bank Alfalah offers following service to their customers;
2.4.1 Loans:
Bank Alfalah has designed their loan products keeping people‟s individual
needs in mind. With affordable tailor-made financing options that offer public the
flexibility to choose their repayment plans, Alfalah help public stay in control of their
finances and make the most of life‟s opportunities today.
2.4.2 Credit Cards:
Bank Alfalah chip based credit cards open up a world of lifestyle privileges
and financial freedom that allow public to enjoy living life today – just the way public
want to! Become part of the largest credit card family in the country and enjoy
paralleled services and discounts every time they travel, shop or dine out.
2.4.3 Consumer Banking or Protection:
The Bank‟s management is committed towards creating a culture of fairness in
customer dealing and has developed a Consumer Protection Framework, which is a

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reflection of this commitment, and clearly states the protocols that needs to be
followed to ensure the Fair Treatment of Customers (FTC).
2.4.4 Digital Banking or Online Banking:
Digital banking means the full digitalization of banks and all it activities,
programs and functions. Digital banking is about the automation of every step of the
banking relationship, and it goes way beyond an online or mobile banking platform.
Digital banking contains a full transformation to a digital environment-frontend and
backend and anything in between, for both customers and employees. Digital banking
relies on big data, analytics and embracing all new technologies to improve the
customer‟s experience. Customers will only be considered a digital bank if they have
digitized all the functions they have, from product development to customer service.
Bank is providing online banking services to its customers such as balance
inquiries statement through automated online telephone service and online ATM
services anywhere and at every place where bank exists. People can transfer money
through their mobile, can do shopping, can pay utility bills etc.
2.4.5 Payrolls:
Payroll is the total of the compensation a company pays to its employees. In
the accounting world, it is also a term used for calculating and processing paychecks.
Doing payroll is a complicated process that involves ensuring that every employee is
paid correctly, calculating the appropriate payroll taxes (which can vary with the
employee‟s salary, whether he or she has hit the Social Security cap for the year, etc.),
and correctly deducting miscellaneous items.
2.4.6 Money Gram:
Bank Alfalah is providing the facility of money gram which is the person to
person transfer of money that allows consumers to receive money in just few
moments. Money gram is available in over 180 countries and territories and in more
than 190‟000 locations worldwide, and money is handled by quality agents linked
through computers who makes it sure that your money is safely transferred to the
desired place and person.
2.4.7 Car Financing:
Bank Alfalah has introduced Car financing in which customer have two
options, either to get the vehicle on rent or financed.

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 There are no hidden charges
 Minimum down payment
 Quickest processing
 Tenure period 1-5 years
2.4.8 Agri Finance (Alfalah Zarie Sahulat):
In view of importance of agriculture for Pakistan economy and keeping in
view the small farmers who have little resources for production for them, Bank
Alfalah has designed “Rural Finance Program” which is named as “Bank Alfalah
Zarie Sahulat”. This facility is available for short, medium and long term durations.
BAFL has designed this facility to achieve following objectives;
 Provides reliable infrastructure for Agri customers.
 Help farmers utilize funds efficiently and effectively.
 Provide farmers the package of credit, supervision and technical know-how.
2.4.9 Hilal Cards:
Bank Alfalah tries to provide customers versatile banking options to fulfill His
financial needs, so the Bank Alfalah Limited presents the Alfalah Hilal Card.
2.4.9.1 Benefits:
 It is easy to operate and can be used on any electronic self-printing POS
machine where VISA is accepted, locally and internationally.
 No more trouble of remembering PIN from retail transactions and no need to
go to the ATM for cash withdrawal.
 One swipe and customer‟s transaction is complete
2.4.10 Branchless Banking:
Branchless banking is defined as the delivery of financial services outside
conventional bank branches, often using agents and relying on information and
communications technologies to transfer transaction details.
Branch works for government but the Branchless works for companies. They make an
agreement with companies then the employees of a company to open their accounts in
Alfalah and salaries transfer from bank to their account through BAFL.

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CHAPTER-3
DEPARTMENTS
There are two departments working in Bank Alfalah Branchless Banking.
These departments are
 Government-to-public (G2p) and business department
 ATM distribution channel (ADC)
3.1 G2p and Business Department:
Branchless banking provides 2 services under this department. The services
are follows;
 Benazir Income Support Program (BISP)
 Old Age Benefits Institution (EOBI)
3.1.1 Benazir Income Support Program (BISP):
The government of Pakistan started the Benazir Income Support Program in
February 2012 in order to provide basic financial support to poorest families
countrywide. Approximately, 1 million+ beneficiaries have been registered with
BAFL. BAFL is responsible for the distribution of stipends to the lead female of the
selected family on quarterly basis. So far, BAFL has distributed over Rs.68 billion in
stipends to BISP beneficiaries. In order with BISP specifications, the printed Benazir
Card is programmed as such to be accepted at 1-LinkATM across the country and can
be used at POS machines. As mandated by BISP, the Bank has developed its staff for
distribution of cards at the nominated centers.
3.1.1.1 Objective:
The short term objective of the Program was to cushion the negative impacts
of the food, fuel and financial crisis on the poor, but it‟s broader objective is to meet
the redistributed goals of the country by providing a minimum income support
package to the permanently poor and those who are more likely to be affected
negatively by future economic shocks.
3.1.2 Old Age Benefits Institution (EOBI):
Bank Alfalah has joined hands with Employee Old Age Benefits Institution
(EOBI) for the administration and organization of employees‟ contribution and
pension payment process in Pakistan. The process has been designed to cater to a

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wide base of 390,000+ pensioners, and 98,000 contributing employers. Bank Alfalah
manages an average monthly pension payment of Rs. 5,250 for each EOBI pensioner,
along with a total monthly contribution collection of RSs 1.5 billion from employers.
Bank Alfalah has worked on revolutionizing the pension payment process by
making it more sophisticated and fatal as opposed to the manual processes which
were previously being followed. The pension payment process has been designed to
make it completely digital through the use of branchless banking mobile wallets
which will finish the use of physical dealing of cash at the time of pension payments.
Instead of pension collection at branches only, Bank Alfalah has now widened
the access points for pensioners. EOBI pensioners are now able to withdraw their
pensions through the 10,000+ ATM network across Pakistan.
3.1.2.1 EOBI Pension Wallet:
The EOBI Pension Wallet, tagged to a Union Pay International powered debit
card, is an innovative financial solution that is meant to facilitate EOBI pensioners to
receive monthly pensions in a secure manner with ease. EOBI pensioners will be able
to receive funds directly into their wallet accounts, accessible through the prescribed
channels. No amount can be deposited or transferred into an EOBI Pension Wallet
Account other than the monthly pension disbursed by EOBI.
3.1.2.2 Account Opening/ Card Issuance:
 An EOBI pensioner can visit any Bank Alfalah branch and show his/her CNIC
and Passbook for verification.
 After verification, the pensioner is asked to perform a bio-metric verification
for pensioner profiling.
 The pensioner is then asked to provide some basic KYC details in order to
complete the account opening form.
 The form is printed and signed by the pensioner and branch officer.
 The pensioner‟s wallet account is then opened and the EOBI pension card
pack is handed over to the pensioner.
3.1.2.3 Monthly Pension Payment:
On the 1st of every month, the pensioner‟s wallet account is credited with the
EOBI pension amount. Upon successful payment, an SMS notification is sent to all

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EOBI wallet holders. An EOBI Pensioner is able to withdraw funds from their
account at any ATM in Pakistan.
3.1.2.4 Proof of Life (Bi-annual Verification of EOBI Pensioners):
 Proof of Life consists of a bio-metric verification which can be performed at a
Telenor BVS location or at any Bank Alfalah branch.
 In case the Proof of Life is failed to be performed on the specify date, the
pensioner‟s account shall be suspended. The account will be restored once bio-
metric verification is performed within a period of 3 months.
 The pensioner shall receive an SMS 30 days before the suspension of their
account which would instruct them to visit the nearest Telenor outlet to
provide their bio-metric verification. The pensioner‟s CNIC will be required in
case of bio-metric verification.
 In case there is an error in the verification process (finger prints not found),
the pensioner shall be sent an SMS instructing them to visit a Bank Alfalah
branch for physical verification.
 Once the verification is performed successfully, the pensioner will be sent an
SMS to provide them an update.
3.1.2.5 EOBI Contribution Collection:
 The depositor can visit a Bank Alfalah branch to deposit the contribution in
EOBI Pension Fund.
 The depositor is asked to fill the PR-03 deposit slip placed at the branch slip
counter and submit to the branch teller.
 The branch teller completes the transaction by filling out all the details on the
deposit slip onto the system.
3.1.2.6 Contribution Collection with Pre-generated Slip:
 If a depositor wishes to deposit funds into the EOBI Pension Fund, they can
generate the PR-03 deposit slip from the EOBI website.
 The depositor can then visit a Bank Alfalah branch along with the pre-
generated slip and then approach the branch teller when called to the ticket
counter.
 The branch teller completes the transaction by filling out all the details on the
deposit slip, onto the system.

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3.2 ATM Distribution Channel (ADC):
ATM distribution channel provides following services to their customers
 Alif
 QR Codding
3.2.1 Alif:
Alif is an innovatively designed branchless banking mobile wallet which
features a debit card that is powered by Union Pay International. It was launched to
meet the objective of increasing financial inclusion in Pakistan, consequently,
reducing the gap between the banked and the unbanked population. In order to do so,
this mobile wallet product has been designed to replicate a regular banking account,
but with minimum account opening requirements and a wide range of functionalities.
Alif allows the customers to perform the following activities:
 Balance inquiry
 Mini statement
 View individual transaction details
 Fund transfers
 Utility bill payments
 Mobile top up and bill payments
 Interbank transfers
Alif customers can deposit funds into their wallet using the following options:
 Incoming funds transferred from another wallet
 Incoming IBFT from another bank account
 Pull funds from linked Bank Alfalah account
 Cash deposit at the agent
Alif customers can use the funds in their wallet through the following options:
 Funds transfer to another wallet
 Domestic remittance to any CNIC
 IBFT to another bank account
 Push funds to linked BAFL account
 Cash withdrawal from agent
 ATM cash withdrawal

16. 16
 Purchase at POS
 Mobile wallet transactions
3.2.1.1 Alif GoLootlo Wallet
Bank Alfalah has partnered with Decagon Pakistan to create GoLootlo. It‟s a
cobranded wallet with a Debit Card powered by Union-Pay International. People can
get instant discounts on more than 500 brands across Pakistan and UAE via
golootlo.pk. The wallet also offers free Personal Accident Insurance to all cardholders
with no minimum deposit condition. These added discount and insurance benefits are
coupled with the complete banking facilities.
People can deposit funds into their wallets using the following options:
 Digital kiosks
 IBFT
 Bank Alfalah Branches
3.2.2 QR Code:
QR code (abbreviated from Quick Response Code) is the symbol for a matrix
barcode (or two-dimensional barcode) first designed in 1994 for the automotive
industry in Japan.
Mastercard, a leading technology company in the global payments industry,
has cooperated with Bank Alfalah Limited, the country‟s premier banking institution,
to enable its Masterpass QR service on the bank‟s dedicated mobile banking app
„Alfa‟.
As Pakistan‟s first exchange digital payment service, Masterpass QR is a
response (QR) mobile solution that allows consumers to make simple and secure
digital payments across devices and channels. The cost-effective solution, which first
went live in Pakistan in August 2016, makes it easy for users to pay for purchases
made in-store and for a wide variety of goods and services.
With the integration of the QR payments solution from Mastercard into the
app, Bank Alfalah‟s customers will be able to make fast, simple and secure digital
payments at any place where Master pass QR is accepted. At the time of checkout,
consumers will „simply scan to pay‟ by accessing the Master pass QR functionality on
the Alfa mobile app, and then scanning the QR code displayed at the merchant‟s

17. 17
checkout counter. Thereafter, they are only required to enter the amount of the
transaction and their PIN, to complete the transaction in seconds.
A QR code consists of black squares arranged in a square grid on a white
background, which can be read by an imaging device such as a camera, and processed
using Reed-Solomon error correction until the image can be properly interpreted. The
required data is then extracted from patterns that are present in both horizontal and
vertical components of the image.

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CHAPTER-4
TASKS PERFORMED DURING INTERNSHIP
The tenure of internship was six weeks in Bank Alfalah Branchless Banking
from 5th
July 2018 to 15th
August 2018. During this tenure a lot of work was learnt in
a peaceful environment. The guidance of the bank staff was very helpful and all
necessary information was given by staff. It was a good feeling and very enjoyable to
work as a banker. Many different tasks about the bank‟s working environment, their
working procedures, and ways of achieving their goals were made clear.
Following tasks were performed during six weeks of internship:
4.1 First and Second Week:
The first day was introductory day. At the beginning, the task given was
completed with the supervision of other experienced staff.
In the first week account opening procedure was performed. Firstly, the Bank
Alfalah makes agreements with different companies so that the employees of that
company could open their account in the bank. The company then sends the data in
the excel form in the bank and then the working on this sheet was performed, this
excel sheet is then send to the operation, after performing the operation, the sheet is
then send for Nadra verifications, the information received after verification is added
to the excel sheet, the information which is in Urdu is translated into English, the file
is then uploaded in the Monet, the complete file of account numbers is received and
this file is send to the company.
During the second week, the task given included the updating of account level.
When a new account opens, the account is automatically activated but if it is not
activated for some reason the customer has to inform the bank. For this reason, an
account level updating form was given to the customer. In this form, personal
information and valid mobile number is mentioned and the copy of CNIC is attached.
Information in the form is verified according to customer‟s identity card and the
scrutiny of the forms was done. If some of the data is irrelevant to the customer‟s
identity card, then the form is discrepant and the company has to send new form with
valid information.

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There are two levels of account updating;
 Level (0-1) update, customers can make transactions up to 50,000 rupees.
 Level 2 update, customers can make transactions up to 2, 50,000 rupees.
4.2 Third and Fourth Week:
The validity is checked by comparing the original CNIC with the copy, which
is then attached with the Alif credit cards updating form, after stamping the copy with
“original seen and returned” stamp on both sides. In the third week Alif card forms
were verified with the existing record in the bank‟s system. Maintenance and
completion of the data of account opening form was also included in the duties.
Account opening file arrangement and to arrange incomplete files, i-e; if any
document is missing, the customer is called and asked for the required document, was
also the responsibility.
During the fourth week, entering data in the Excel sheet which includes;
entering customer‟s name, guardian name, their ID card number, phone number, ID
card expiry date and maintaining records was included in the responsibilities.
The task of attaching the CNIC copy with each of the customer‟s form after
comparing the ID card number on the account opening form was also assigned. After
attaching the CNIC, the forms are then arranged according to the date on which the
account was opened.
4.3 Fifth and Sixth Week:
The fifth and sixth week were based on customer dealing which was assigned
under the supervision of the Head of Department, Sales and Distribution (HOD S &
D). The work was to handover the Alif cards to the customers. Customer‟s data is
already available in the bank‟s record. Customers came with their account level
updating forms in which their personal information is mentioned.
Card is handed over to the customer after verification of their ID card number
with the card reference number. If the reference number and the ID number are of the
same person then the card is handed over to the customer.
All the minor tasks like; account level updating forms and Alif cards dispatch
was including in the responsibility during the sixth week. The cards and forms were
dispatched to the relevant company. Before card is dispatched, the entry in the register
was compulsory, which was included in the duties.

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The task of attaching the CNIC copy with each of the customer‟s form after
comparing the ID card number on the account opening form was also assigned. After
attaching the CNIC, the forms are then arranged according to the date on which the
account was opened.
.

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CHAPTER-5
SITUATION ANALYSIS
During internship in Alfalah Branchless Banking a lot of positive and negative
aspects of Alfalah Branchless Banking had been observed.
The environment of the bank was friendly and impressive. The offices were well
air-conditioned, proper lighted and sitting arrangements were quite confortable.
Employees were cooperative and source of knowledge for the internees. They were
always ready to help each other.
The behavior of the staff with the customers was very impressive; they guide them
properly and behave friendly. Customers were also provided the facility of telephone,
so that customers can explain their problems through calls and the staff response with
full cooperation. There was proper place for customers to sit and to wait for their turn.
All the workers were present in the bank on time.
The branch was not too big; hardly few employees were working there. And all
the work had been done by this little amount of employees. There was a separate
room for meetings, the manager held the meetings there with the staff. There was also
a dining area where staff members sit together at break time, because of this reason
they met with each other and build good relation with one another.
In case of load shedding there was the facility of generator.
The facility of ERP was available for every staff member and they could easily
work according to their job requirement. Some of the employees were provided
laptops which were helpful for them to complete the pending office affairs at home.
The system worked properly but sometimes the breakdowns were occurred. The
internet facility was also available for every staff member. Through internet they gain
information from operation about account open, card block, subscribe etc.
There was the facility of kitchen and a tea boy who served tea to the staff and
guests and also brought fresh lunch for employees.
There was also a sweeper who keeps the branch clean before the arrival of any
bank employee and arranged their tables and stationary.
The exterior of the bank was good, but the branch was located at a narrow place,
so there was no proper place for car parking and other vehicles. The staff members
also faced problems in order to park their vehicles
Overall, the experience of working in the bank was good and informative.

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CHAPTER-6
SWOT ANALYSIS
A SWOT analysis is a study undertaken by an organization to identify its
internal strengths and weaknesses, as well as its external opportunities and threats.
6.1 Strengths:
 Continuous and phenomenal growth in the profit of the economy as its age
is increasing. Bank has announced a net profit of Rs 10.99 billion for the
year ended December 31st
, 2018 more than the previous year.
 The support of the Pakistani Government.
 Workforce is very energetic because most of the workforce consists on the
young employees.
 Highly trained, skilled and professional Human Resource (HR)
 Consumer satisfaction remains its priority.
 Developing and delivering the most innovative products.
 Alfalah providing high excellence services like home, car, agri-financing.
 Salaries are very reasonable so the employees are not financially disturbed.
 Alfala‟s credit cards are globally accepted in more than 150 countries.
 Customers give suggestions for the improvement of bank and these
suggestions are listened carefully.
 Modernized banking (online + Internet).
 Environment is friendly.
 Fully computerized, every department has own PC.
6.2 Weaknesses:
 Inexperienced newly hired employees.
 Lack of foreign network.
 Work overload on employees.
 Lack of professionally trained staff in the head office.
 Halal standard may be strength in some markets but it is a weakness in the
west.
 Staff is lesser.
 Electronic funds transfer is available from Alfalah to Alfalah only.

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 When the bank launches a new product it is difficult to manage its working
and workers need time to understand it.
 Customers are not properly guided to get the benefit of BAL facility.
 Online services are charging compare to other competitive banks.
6.3 Opportunities:
 Increasing demand of consumer banking.
 Increasing branch network in Pakistan.
 Establishing foreign branches.
 Growing Islamic Banking branch network.
 With the growth of Islam in western world, Bank Alfalah has the
opportunity to expand Islamic banking beyond the Middle East and into
markets in United States and Europe in order to offer Halal banking
services.
 Bank is surrounding by many competitors, it has an opportunity to
aggressive marketing and increase its business.
 As government is taking bold steps to promote IT in Pakistan, Bank
Alfalah should be well aware of this opportunity as it will be helpful in
near future.
6.4 Threats:
 Adverse economic conditions.
 Competition by the settled banks like MCB and others.
 Privatization of banks because due to this the competition is increasing a
lot.
 Terrorism.
 Government policies are contradictory.
 Trend of banks merging.
 Increasing inflation. Inflation rate accelerate to 7.19 % in January 2019.
 Alfalah has many competitors who are continuously increasing their
products and marketing aggressively, it may cause its customers to shift to
the other competitors.

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CHAPTER-7
RECOMMENDATIONS AND CONCLUSION
7.1 Recommendations:
During the internship some of the faults and lack of some of the facilities in
bank‟s operation were found. Some of the suggestions must be recommended.
 The advertising of bank and bank‟s products is not so much good and
exposed to people. So, Bank should hire some of the skilled marketers who
can design creative and attractive advertisements and advertising
campaigns by using all possible Medias to make aware every person of the
bank‟s updates about old and new products and services.
 Sometimes people who have no knowledge of how to use ATM face
problem in withdraw of money. So, there must be a bank employee for the
guidance of customers at the ATM machine.
 Training sessions of bank employees of all over the country are conducted
by bank at Head Office Karachi which is very expensive for the bank to
bear the site and meal charges of the employees. So bank should expand
and establish some more training centers in other cities of the country in
order to reduce these expenses.
 Bank is somewhat slow in launching new products. So bank should review
its policies of launching new products in short and reasonable price.
 Foreign branch network should be increased in order to capture profits
from all over the world.
 The bank should hire more employees for the ease of customers.
 If bank conducts mistakes in handling customers, it should apologize for it
to keep and build good relations with customers.
 The newly hired employees are inexperienced so that the bank should
conduct training programs before joining the job.
 There is lesser staff in the bank so that they have to bear a lot of work. The
bank should hire more staff. So that they can complete their work
efficiently.

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7.2 Conclusion:
Internship is a great tool for getting practical and professional knowledge. I
have done my internship in BAFL Branchless Banking. Internship is an interesting
program which gave me the practical touch of the banking field. Through internship
learnt that what is banking and its activities. This training program enhanced the
knowledge about the banks. Bank Alfalah enhances the profit in the economy of our
country.
The bank is owned by Abu Dhabi Group that‟s why it is a private bank. This
company was launched as a public limited company on 21st June, 1992, under the
Companies ordinance, 1987. This bank started banking operations from 1st
November
1997. BAFL has a product line like current, saving and fixed deposit account and its
respective types and provides many other services to their customers for their
benefits. In the branch two departments are working “Government-to-public (G2p)
and business department” and “ATM Distribution Channel (ADC)” and these
departments perform different functions. Knowledge was gain from every department.
Staff members always stand by to help and guide me.
BAFL provides services like; loans, credit cards, digital banking etc. saving
account, current account and fixed deposit account are there.
In SWOT analysis, there are some strengths and opportunities of the bank and
also some weaknesses and threats.
It is suggested that BAFL still need to do improvements in their policies,
technology and on the location. For employees, professional based training should be
conducted and motivate them.
They should improve advertisements for their products.
Thoroughly checked the performance of the BAFL and it realized that it is
becoming one of the most growing banks in our country. The financial reports are
very encouraging and the shareholders are very happy about it. Also, there are some
flaws in their operations in which they need to overcome, if they want to reach at the
top. Continuous efforts should be made to increase the quality of the products and
services of the bank. BAFL has to make sure that it has clear policies regarding to
salaries and bonuses.
Bank is aware about that they have stepped into 21st
century and they must
meet its challenges by acquiring the highest level of technology.

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REFERENCES
Ansari, N. (2011). Bank Alfalah Current Account Internship Report. Retrieved
October 21, 2018, from https://www.bankalfalah.com/personal-banking/deposit-
accounts/current-accounts/.
Masood, M. (2013). Bank Alfalah Alif Mobile Wallet Internship Report.
Retrieved October 23, 2018, from https://www.bankalfalah.com/personal-
banking/branchless-banking/alif/.
Nahayan, S. M. (2015). Bank Alfalah Branchless Banking Internship Report.
Retrieved October 14, 2018, from https://www.bankalfalah.com/personal-
banking/branchless-banking/.