Commercial banking refers to the division of a bank that directly interacts with customers to provide various banking services like deposits, withdrawals, account openings, and credit cards. It is also referred to as consumer banking, personal banking, or retail banking. United Commercial Bank provides training and development programs to its employees in consumer banking to improve their skills and knowledge. Training methods include both internal programs as well as external courses, seminars, mentorship and job rotation. The bank assesses training needs and evaluates outcomes to ensure the programs are effective and provide benefits. Providing regular training and development helps increase employee productivity, satisfaction, and retention, which ultimately benefits the bank's performance and customer service. However, management must balance training needs

1. Commercial banking is a division of a bank that most directly faces
customers and their various banking needs. When we need to deposit a
cheque, withdraw some cash, open a new account, or register for a
credit card, we’re using the commercial services of a bank.
Reasons?
Extremely accessible
Close proximity to an ATM or bank location
We might also hear commercial banking referred to as consumer
banking, personal banking or retail banking.

2. Syeda Nafisa Noor (Id- 1020629)
Presenting
TRAINING & DEVELOPMENT IN CONSUMER BANKING OF
UNITED COMMERCIAL BANK LIMITED (UCBL)

3. United Commercial Bank Limited
• One of the oldest private banks in Bangladesh
• Started its operations from mid-1983
• Establish one of the largest networks of 139 branches in 7 different
divisions

4. Organizational Structure of UCB

5. Credit
Card
Personal
Loan
United Commercial Bank Product Stream
SME
Consumer Banking Wholesale Banking Financial Markets

6. Disclosure of UCB Business Conference
312.52
473.31
597.29 576.22
712.63
38.80% 51.66% 23.46% 17.80% 9.25%
98 107 115 130 139
-100
0
100
200
300
400
500
600
700
800
2009 2010 2011 2012 2013
Operating Profit (cr)
Op Rating Profit growth
Deposit growth
Loans & Advances Growth
Total Branches

7. Tasks done by me at UCBL (Resource Person Evaluation)

8. Tasks done by me at UCBL (Individual Training Database &
Portfolio)

9. Tasks done by me at UCBL (UCB Training & Evaluation Feedback and
Monthly Knowledge Session Database )

10. Human Resource Division of UCBL
Believes-
• Efficient human resource is the key
to success
• Timely qualitative contribution of
the human resource can increase
the competitive performance
• “Learning culture” which leads to
high employee productivity, high
customer satisfaction
Put emphasis on-
• Improvement of the HR through
training & development
• Recruit the high caliber youth who
are energetic, risk taker along with
outgoing & friendly
• Selects candidates with good
educational background

11. Development Plan of UCBL for current Year
• Managerial Competence
Development
• Creating a pool of readily available
& adequate replacements
• Leadership Development
• Risk Management awareness
• Improving basic computer skill
• Qualitative & Quantitative
development plan for all
• Foundation Training Course for all
new joiners
• Internal resources as trainers
• Customer service, health, safety &
environment, soft skill etc.
• Job rotation & cross functional
training
• Learning dissemination session in all
branches & divisions
• More outreach in-house programs

12. Training & Development
Training
• Refers to improvement in
required skills and knowledge of
the employees in short run.
• Example: Training given to
improve skills in order to
improve skills for making
outbound calls
Development
• Refers to improvement in
required skills and knowledge of
the employees in long run.
• Example: Training given to
develop an employee and make
him an International Graduate

13. Employee Growth Rate
2160
2730
2903
3374 3445
0
500
1000
1500
2000
2500
3000
3500
4000
2009 2010 2011 2012 2013
Employee growth rates in last five years
Employee growth rates in last five years

14. Reasons for Employee Training & Development in Consumer
Banking
• When a performance appraisal indicates performance is not up to the
mark then there is a need for training.
• To identify with the goals
• Improve relationship between boss & subordinate.
• To prepare guidelines for different types of work.
• Provides information for future needs in all areas of the organization
• Helps individuals in making better decisions effectively increasing the
problem solving abilities.
• To eliminates fear in attempting new works.

15. Level & Form of Training in UCBL
Level
• Top-level (Directors & Managing
Directors)
• Mid-level (Executives)
Form
• Internal Training
• External Training

16. Training as a Process in Consumer Banking of UCBL
Pre-
Training
• Conducting Needs
Assessment
• Ensuring Employee's
Readiness for
Training
Training
• On-the job training
• Off-the job
training
Post-
Training
• Identification of
Training Outcomes
• Cost Benefit
Analysis

17. Training & its Instructions design in UCBL
•English communication
•Computer skills
•Company rules & procedures
•Time management
•Basic accounting
•Personal management
•Stress management
•Written for professionals
•Leadership
•Decision making process
•Problem solving process
•Office management
•Major investment decision criteria
•Service quality
•Interpersonal communication
•Team work & Common goal
•Job related technical training

18. Responses on Classroom Training
Interested
51%
Neutral 24%
Not Interested
21%
No Response
4%

19. Employee Development Methods in United Commercial Bank
Mentoring
Lecture
Courses
Seminars
Assistant
to
positions
Job
Rotation

20. Effective Time Management for Reducing Stress & Improving
Productivity
Plan each day
Tasks
Prioritize
Say no to
essential tasks
Delegate
Take time to
do quality job
Break Large,
time consuming
tasks into
smaller tasks
Practice the
10 minutes
rule
Evaluate the
spending time
Limit
distractions
Plenty of sleep,
healthy diet &
regular exercise
Take a time
management
course
Take a break
when needed

21. Expanses on Employment
2902.15
2374.13
9.89 19.76
0
500
1000
1500
2000
2500
3000
3500
2012 2013
Salaries & Allowances Training & HR Development

22. Conflicts
• Management resisting release of staff for training due to day-to-day
work demands.
• Short-term needs of performance management vs. long-term outlook
of HR.
• HR have no line authority over trainees therefore cannot control
training take-up.
• Training is rarely well followed-through once delegates are back in
jobs, despite HR efforts to achieve this via managers.
• HR budgets are often cut if profits come under pressure.

23. Advantages of Training & Development
• Increased job satisfaction & morale among employees
• Increased employee motivation
• Increased efficiencies in processes, resulting in financial gain
• Increased capacity to adopt new technologies and methods
• Increased innovation in strategies and products
• Reduced employee turnover
• Enhanced company image
• Risk management, training about sexual harassment, diversity training

24. Recommendations
• Amount of salary needs to be increased
• Strong agreement for trained employees
• Maintain proper succession plan
• Transparent recruitment & selection for training
• Expert dealing with the less number of policies
• Contractual recruitment should rethink to reduce employee turnover