project of sardar waqar hassan in connection with completing his MPA from vCOMSATS.

1. Job Report
By
Sardar Waqar Hassan
CIIT/FA14-MPA-046/CVC
In partial fulfillment of the requirement for the degree of
Masters in Public Administration (2 Years)
COMSATS Institute of Information Technology
Virtual Campus - Pakistan

2. Scanned Image of UBL Experience Certificate (04 months)
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3. Acknowledgements
Thanks to Almighty ALLAH for His blessing that I’m able to
perform and prepare job report effectively and efficiently. I’m very
thankful of my Instructor who gives me enough knowledge about
the taking of the said program. I’m thankful of my Colleague also
from whom I have been able to prepare my job report. I indebted to
all my colleagues, friends specially staff of the branch, without
their help I would not be able to learn and perform well in the
tenure of my job in UBL. Every person in my branch gives me
special attention and guides me every time whenever I asked them.
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4. Table of Contents
1. Introduction 1
2. Objectives of studying the organization 1
3. Overview of the organization 2-21
3.1. Brief history 2
3.2. Type and Nature of Business of the organization 3
3.3. Organization volume/size in different contexts 4
3.3.1. Number of employees 4
3.3.2. Gender Distribution (Male and Female) 4
3.3.3. National Operations 4
3.3.4. International Operations 5
3.4. Product lines, product portfolio, business lines, different levels 6
3.4.1. Consumer Loans 7
3.4.2. Card Products 7
3.4.3. Deposit Product 8
3.4.3.1. UBL Business Partner 8
3.4.3.2. UBL Business Partner Plus 9
3.4.3.3. UBL Mukammal Current Account 10
3.4.3.4. UBL Basic Banking (Current Account) 10
3.4.3.5. UBL Rupee Transactional Account 11
3.4.3.6. Uni-Saver 11
3.4.3.7. UBL Uniflex 11
3.4.3.8. UBL First Minor Account 12
3.4.3.9. UBL Unizar Foreign Currency Saving Account 13
3.4.3.10. UBL Unizar Foreign Currency Current Account 13
3.4.3.11. UBL Profit Certificate of Deposit 14
3.4.3.12. UBL Unizar Foreign Currency Term Deposit Reciept 14
3.4.4. UBL Net-banking 15
3.4.5. Omni Branchless Banking 15
3.4.6. UBL Ameen 15
3.4.7. UBL Go Green 16
3.4.8. Remittances 16
3.4.9. Other Retail Products 16
3.5. SWOT Analysis 17
3.6. PEST Analysis 20
3.7. Business Plans etc 21
4. Organizational structure 22-25
4.1. Main offices 22
4.2. Organization Hierarchy 23
4.3. Comments on the organizational structure 24
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5. 4.4. Competitive Positioning of the organization in the industry. 24
4.5. Learning Prospect from Management Context 24
5. Department/s Structure (in which I have worked) 26-33
5.1. Number of employees working in the Department 26
5.2. Product lines 26
5.3. Departmental operations 26
5.3.1. Account Opening 27
5.3.2. Clearing Services 28
5.3.3. Remittance Services 30
5.3.4. Cash Receipts/Payment Services 30
5.3.5. Misc Services 32
5.4. My Role in the Department 33
5.5. Structure of the Department 34
6. Function/s of the Department 35
6.1. Job/Work/Tasks system of the organization 35
6.2. decision-making environment 35
6.3. Mobilization of resources 36
6.4. Production/Services provision by the Department 36
7. Critical analysis 37
8. Short-falls/weaknesses of the Department 39
9. Conclusions & Recommendations for improvement 40
10. Bibliography (References & Sources used) 42
11. Acronym 43
12. Annexure 44
13. Appendices 45
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6. Abstract
This Job report is based on my 04 months experience in United Bank Limited. Fatehjang
Branch, as per my Master in Public Administration (MPA) degree’s requirement. This
job has given to me the exposure to practical work experience & implements those
concepts learned at COMSATS Virtual Campus. During my job, I was able to learn
practical aspect of business, & get good working experience. This report basically relates
to the working and functioning of UBL and throws some light on its brief history &
activities performed and learned during my internship.
 In the first chapter I have given the introduction of banking sector very briefly.
 Then in the 2nd
chapter, I shortly discuss the objective of studying this organization
i.e., United Bank Limited.
 In the 3rd
chapter, a detailed overview of the organization i.e., United Bank Limited
has been discussed, which not only tells the history but also dictates what type of
business the organization is engaged in, how it is working on national & international
level, what types of products & services United Bank Limited is offering. Then, of
course, its internal/external treats and opportunities i.e., SWOT analysis is made
along with PEST analysis. In the last of this chapter, the business plans of UBL and
its commitment is elucidated.
 Fourth chapter is relating to organization structure in which UBL main office details,
it working environment, hierarchy is discussed. Moreover, its image in banking
industry is also stated in this chapter. The learning prospective from management
context is also being shared in this chapter.
 While the fifth chapter is what all, I learned from working with UBL as CSR. Under
the heading of this chapter, I tried all my level best to put in plain words, the detail of
each and every department that how their operations are carried out to provide quality
service to its customers.
 In the sixth chapter, the overall functions of department, the authority to make
decision, the utilization of resources and what types of product/services are offered by
each department is clarified.
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7.  In the seventh chapter, I tried to make a contract about what I learned and how its
applies in practical working life.
 Eighth chapter put some light on branch weak areas which needs improvement.
 While the ninth chapter is all about how the thing can be made better than before.
This last chapter contains conclusion of report resides in terms of the findings &
recommendations carried out during my Job tenure & it also highlights the
performance of the branch. The bank believes that customer is the real asset. The
environment of job is quite friendly, but pays are not sufficient according to the work
pressure which needs to be analyzed. The departments, which constitute the basis of
the working and functioning of the bank and factors, which need to be contemplated
for further betterment of the institute, are the part of this report. At the end of this
report, the bibliography and appendix are given in order to provide a clearer picture
of what I have learned and done in United Bank Limited.
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8. 1. Introduction
Banks always play a central and very important role for the economic life of a any
country, that’s why banks are considered as the lifeblood of modern economy. Today, no
one can deny the importance of banking sector in the economy. They facilitate and
expedite commerce & trade and provide a variety of services that one can’t imagine
without banks. I have chosen the United Bank Limited Fatehjang Branch for my job
report because it has all the departments a bank could have.
2. Objective of studying United Bank Limited
My objective is to develop the management skills. I have learnt many things and some
basic concept how each department of branch network is engaged in, to deliver quality
services to its customers. Some of the objectives are mentioned below:-
• The main objective of studying this organization i.e., UBL, is to prepare the MPA
Job report to be submitted to the Incharge Internship VCOMSATS.
• To improve personal skills i.e.
o How to work with Team
o How to work under pressure
o How to deal with customers etc.
• To conduct analytical study of UBL Working and strategy.
• To discover what I am missing in my approach.
• To identify my strengths & passions, in order to create a rewarding and
successful career.
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9. 3. OVERVIEW OF UNITED BANK LIMITED
3.1. Brief History:-
United Bank Limited has a great history of excellence in banking industry over a period
of five seven years. UBL began its journey on November 7th 1959 by inaugurating its
first branch at I.I. Chundrigar; which was of course the start of new culture of service, of
innovation and of financial brilliance!
By the end of June 1960, shortly after 06 months of opening its doors to the public, UBL
had branches in:
• Karachi
• Lahore
• Lyallpur
• Dacca
• Chittagong and Narayanganj
In 1963, UBL turned into the first bank of Pakistan who had a branch overseas-
on William Street in London, United Kingdom. The first saving plan for school going
children was launched in early 1960s. UBL has also had the credit of establishing
Pakistan’s first Staff College of employees in 1964, through the enthusiasm & motivation
of its staff and the faith of its customers, which continued to grow at a spectacular pace.
The tribute of introducing computer banking to Pakistan (1967) is also belongs to UBL
and in 1971, UBL yet again paved the way by introducing three (03) online branches in
Karachi. United Bank Limited also launched supervised credit & small loan programs for
small to medium size firms as well as agriculture & had made for itself, a strong
international presence for we had branches in four (04) continents.
Throughout UBL’s history, it has kept the tradition of innovation alive. In 1970,
UBL launched Pakistan’s first credit card, the UNICARD while in 1971, it introduced
the Pak Rupees traveler cheques. Staying true to its roots, UBL is the 1st
bank to have
Islamic banking division & also the first bank who introduced e-banking facilities at Hajj.
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10. In the 1990’s, the Govt. of Pakistan decided to revolutionize the banking by creating a
blueprint to privatize United Bank Limited. At that time, financial experts were called on
board to set the bank back on course, & with implementation of relevant changes, the
government privatized the UBL in 2002 (Best way & Al-Ayaan worked in partnership,
forming the basis of UBL of tomorrow.
Today, UBL opens its eyes to a new vision everyday, a vision of resurgent
quality/services and renewed commitment to its customers. 57 years into our glorious
history – UBL is now part of one of the world’s largest financial services groups. It is the
2nd
largest bank in Pakistan.
3.2. Type and Nature of Business of the Organization:-
The nature of the banking industry is to connect those who are in need of funds
(borrowers) with those who are having an excess of funds (savers) while paying a return
to the saver less than the interest charged to the borrower. Same is being done by UBL.
They raise deposits through current/saving accounts & via fix deposits too and then they
mobilizes these funds to borrower via credit cards, agricultural loans, Car loans etc and
hence they make the profit by the difference of what they charge from borrowers and
what they give to lenders. Beside this, UBL is also engaged in providing following
services as well for expanding its business:-
 Agency Services
 General Utility Services
 Hajj Services
 Providing specialized services to customers and
 Underwriting of loans raised by the Government or public bodies and trading by
corporation etc.
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11. 3.3. Organization volume / size in different contexts:-
UBL has assets of over Rs.1 trillion & have a solid track record of over fifty seven years.
In addition to above, the bank is operating 1300+
branches all over Pakistan including
01 branch in Karachi export processing zone, 22 Islamic banking branches & 18 branches
outside the Pakistan. The banks ordinary shares are listed on all three stock exchanges in
Pakistan and its global Depositary Receipts (GDRs) are on the list of the UK Listing
Authority and the London Stock Exchange Professional Securities Market. These GDRs
are also eligible for trading on the international Order Book System of the London Stock
Exchange.
Other necessary details as per university approved content outline are provided below:-
3.3.1. Number of employees:
Approximately 15,000 employees are working with UBL & they are doing their
best for the provision of quality services to UBL’s customers.
3.3.2. Gender Distribution (Male and Female):
UBL provides equal employment opportunity without any race, religion, caste,
gender etc.
3.3.3. National Operations:
The agriculture sector in Pakistan contribute to over 20% of National’s GDP and
UBL is very well recognizes its significance to the country’s economy. That’s
why the bank offers a huge & diverse mix of agricultural based finance products.
Either it is production related financing i.e., major and minor crops across the
country or it is pertaining to developmental requirements i.e., land; purchase of
equipment/machinery or livestock financing, United Bank Limited has an
agricultural product tailor-made to any requirements. With simple eligibility
criteria & easy guarantee/security requirements, the bank’s agricultural financing
products are available across Pakistan.
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12. 3.3.4. International Operations:
United Bank Limited is currently running its huge network in five countries
i.e., UAE, Bahrain, Qatar, Yemen and USA. Moreover, UBL is also working
internationally along with its subsidiary offices in UK, Tanzania and Switzerland.
United Bank Limited offers a variety of its products and services at international
level. For example, UBL offer Tezraftaar Cash which is a new home remittance
delivery service, primarily to facilitate Pakistanis living abroad in sending money
to their loved ones in minutes in Pakistan. In the same way, UBL Tezraftaar
Pardes Card is an another unique product for its customers, that gives them a
relief in receiving their money without visiting to the bank's branch, as they can
withdraw money from any ATM machine. UBL’s customer can also use this card
for directly spending through all VISA accepting outlets across Pakistan.
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13. 3.4. Product lines, product portfolio, business lines, different levels,
A product line is defined as “A group of products that are closely related because they
function in a similar manner, are sold to the same customer groups, are marketed through
same types of outlets, or fall within the given price ranges”.
The followings are the main consumer banking products of UBL:-
3.4.1. Consumer Loans
3.4.2. Card Products
3.4.3. Deposit Products
3.4.3.1. UBL Business Partner
3.4.3.2. UBL Business Partner Plus
3.4.3.3. UBL Mukammal Current Account
3.4.3.4. UBL Basic Banking (Current Account)
3.4.3.5. UBL Rupee Transactional Account
3.4.3.6. Uni-Saver
3.4.3.7. UBL Unifelx
3.4.3.8. UBL First Minor Account
3.4.3.9. UBL Unizar Foreign Currency Saving Account
3.4.3.10. UBL Unizar Foreign Currency Current Account
3.4.3.11. UBL Profit Certificate of Deposit
3.4.3.12. UBL Unizar Foreign Currency Deposit Reciept
3.4.4. UBL Net-banking
3.4.5. Omni-Branchless Banking
3.4.6. UBL Ameen
3.4.7. UBL Go Green Products
3.4.8. Remittances
3.4.9. Other Retail Products
A brief discussion of above mentioned products are given on next page.
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14. 3.4.1. Consumer Loans
• Cash Plus is available upto 2 Million to all individual having:
o Minimum age 21 years and Maximum age 60 years (at the end of loan)
o Salaried individuals whose salaries are being credited in UBL
• UBL Address Home Loan Facility to those account holders whose monthly income is
minimum Rs. 50000/- for a period of 3-5 years. Minimum Loan size is Rs. 500000/-.
This loan is awarded for purchase of house, its building & construction purpose. The
property offered for mortgage must be located in Karachi, Lahore, Islamabad,
Rawalpindi and Faisalabad only.
• UBL Drive offers a great variety of Vehicles on easy installment from 01 year upto
5years to its accountholder after observing their account statement and loan
repayment ability.
• The agriculture sector in Pakistan contribute to over 20% of National’s GDP and
UBL is very well recognizes its significance to the country’s economy. That’s why
the bank offers a huge & diverse mix of agricultural based finance products. Either it
is production related financing i.e., major and minor crops across the country or it is
pertaining to developmental requirements i.e., land; purchase of
equipment/machinery or livestock financing, United Bank Limited has an agricultural
product tailor-made to any requirements. With simple eligibility criteria & easy
guarantee/security requirements, the bank’s agricultural financing products are
available across Pakistan.
3.4.2. Card Products
UBL Wiz is the 1st Prepaid VISA Debit Card which is available to all CNIC holders and
is globally accepted on VISA International. There is no need to open an account for the
issuance of UBL Wiz. This card is valid only upto 03 years after that, customer has to
apply for new WIZ card and request to transfer the balance of previous WIZ Card (if any)
to new WIZ card (timeline for this transfer is 02days). However, if the card expires and
the customer does not want to get issued a new WIZ card, then s/he can contact at UBL
7

15. helpline 021-111-825-888 for such a case. In these circumstances, the UBL will issue a
Cashier Cheque within 07days to its customer, which is payable at any branch of UBL
The target market for the above mentioned is specially the students, the teenagers and the
travelers.
Whereas, UBL Mega Wallet card are issued to account holders only with the facility of
09 supplementary cards. There is annual fee for this card and customers are able to
withdraw upto Rs.200000/- per day from ATM and they can also make transfer entries on
ATM machine for within or outside UBL.
UBL Credit Card is offered to all account holders by limiting a specific credit limit
depending upon the balance of the accountholder. The customer can avail credit at his/her
own convenience and will have to repay it with 45days (without interest), but once 45
days have been elapsed, the customer will have to pay interest from the very first day of
availing credit according to the prescribed rate of bank Schedule of Charges.
3.4.3. Deposit Products
UBL deposit product portfolio offers a verity of accounts ranging from individual
requirements to business need, from small or large scale entities. Some of which are
briefly mentioned below:-
3.4.3.1. UBL Business Partner
UBL is offering this current account to all individuals /traders/businessmen,
SMEs and corporate customers which have the following features:-
• Fast Cash Deposits & Withdrawals
• Country Wide Instant Funds Transfer
• Issuance of Cashier Cheque & Telegraphic Transfer
• Speedy Cheque Clearance for all UBL Cheques
• Speedy clearing & collection of any non-UBL cheques in any UBL online
branch
• Issuance of Account Statement / Balance Inquiry / Stop Payment of Cheques
8

16. *Initial Deposit required: Rs.500/-
**Note: Minimum balance charges of Rs. 50/- will be charged monthly if
monthly average balance falls below Rs.10, 000/-
3.4.3.2. UBL Business Partner Plus (BPP)
This unique account is being maintained while keeping in view the business needs
of customers and on maintaining a monthly average balance of Rs. 25,000 or
more, UBL offers many services absolutely free :-
• Unlimited no. of cash withdrawal & deposit transactions via any UBL branch
• Unlimited no. of UBL cheque deposit transactions country wide
• Unlimited no. of online funds transfers transaction nationwide
• Issuance of UBL Mega Wallet ATM Debit Card
• Unlimited no. of Cashier's Cheque
• Cheque book Issuance
• Cashier's Cheque’s Cancellation
• Unpaid cheques returned from payee's account in outward clearing
• Duplicate account statement
• Clean Bill for collection
• Duplicate Cashier's Cheque
• Rupee Travelers Cheque (RTC)’s Issuance
• UBL Go-Green SMS Alert
*Initial Deposit required: Rs.500/-
**Note: Minimum balance charges of Rs. 50/- will be charged monthly if
monthly average balance falls below Rs.25,000/-.
9

17. 3.4.3.3. UBL Mukammal Current Account
This current account is designed for all commercial entities, traders, businessmen
and individuals (low level income) with following features:
• Inter Branch Online Transactions - Country Wide
• Issuance/Cancellation of Cashier's Cheque
• Duplicate Cashier's Cheque
• Waiver in Debit/ ATM Card Annual fee
• Cheque Book Issuance
• Unpaid cheques returned from payee's account in outward clearing
• Free Net-Banking
• Clean bill for Collection/Intercity Clearing
• Duplicate Statement of Account
• Issuance of Rupee Traveler Cheque
• UBL Go Green SMS Alert Service
*Initial Deposit required: Rs.500/-
**Note: unlike any other current account there is no monthly average balance
condition for this account, which makes it all the more unique and attractive to
customers.
3.4.3.4. UBL Basic Banking Account (Current)
• There is no minimum balance penalty on UBL BBA accounts, however all
accounts having nil balance for a period of continuous six months shall be
closed
• Maximum of 02 deposit & 02 withdrawals (cash or clearing) per month are
allowed free of charge. On the other hand, any transaction (cash or clearing),
after above mentioned will be charged a flat fee of Rs. 50/-, additionally to the
regular charges of services as per SOC. This charge will be system generated
end of day, once the customer wear out his free transaction limits
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18. *Initial Deposit required: Rs.1000/-
3.4.3.5. UBL Rupee Transactional Account (PLS Saving
Account)
• No restriction on number of withdrawals
• Profit is calculated on monthly average balance
• Share of profit is credited on half-yearly basis
*Initial Deposit required: Rs.100/-
3.4.3.6. Unisaver
• Profit is determined on monthly average balance
• Profit payment is on six monthly basis
• Backed by the bank awarded AAA Credit Rating
*Initial Deposit required: Rs.100/- Moreover, 06 transaction are allowed free of
cost. Beyond this limit, every transaction will be charged for Rs. 116/-/.
3.4.3.7. UBL UniFlex
• Only one UBL UniFlex account per Computerized National Identity Card
(CNIC) will be permitted to be opened in UBL, regardless of the branch; no
doubling shall be permissible even as joint a/c or a sole proprietor.
• The UBL UniFlex account cannot be overdrawn.
• The Bank shall decide, from time to time, the rate of interest/return/profit
payable on the account/deposit in accordance with the existing profit and loss
sharing rules & regulations of the State Bank of Pakistan as well as the
policies of the UBL, which are subject to change from time to time. The
account holder/depositor must agree to accept such rate of
interests/ profit /return at the time the amendment is made.
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19. • Profit will be calculated on monthly average balance and credited to account
the following month on a monthly basis.
• Wallet VISA card is optional; annual charges will be deducted as per
Schedule of Bank Charges (SOC).
• Regular checkbooks will be provided as per Schedule of Bank Charges
(SOC).
• Customers can conduct a maximum of three -free of cost - withdrawal
transactions in a calendar month (inclusive of all instruments). These
withdrawals include but are not limited to Net banking, cash withdrawal by an
ATM, cash withdrawal over the counter, Inter Bank Funds Transfer (IBFT),
clearing, collection, Online banking, Tez Raftaar, Tez Ibex,
MT/DD/TT/PO/Online (UniRemote), RTC, etc. The bank will charge a sum
of Rs. 100/- per transaction for any withdrawal above the threshold of three
debit transactions in one calendar month. There is no limit for credit
transactions in a month.
• All single debit incidents to an account will be considered as separate
transactions except deductions by the bank for charging service fee,
Withholding Tax and Zakat deductions.
• All transactions, including the three withdrawals allowed will be charged as
per the Schedule of Bank Charges (SOC).
*Initial Deposit required: Rs.100/-
3.4.3.8. UBL First Minor Account
UBL First is a savings account opened on behalf of a child in the name of the
father or mother or a court-appointed guardian and the minor.
Other feature of this accounts are as below:
• UBL First Minor Account can be opened for any child ageing b/w 01 day and
18 years
12

20. • UBL First Minor Account can be opened with a minimum amount of
PKR 100/-. There is no limit on the maximum amount of investment.
• The cheque book (for the principal account) and the Pocket-Money Card will
be issued jointly in the name of the minor and the father/mother/ guardian
• The facility of online use of Debit Cards will be available once registration
procedures have been duly completed
• The UBL First Pocket-Money Card can be used to access the monthly profit
in cash from any ATM machine or be used for shopping at retail outlets
• Profit is calculated on monthly average balance
3.4.3.9. UBL UniZar Foreign Currency Saving Account
• Profit is calculated on the basis of monthly minimum balance touched during
a calendar month
• Profit is paid bi-annually.
• No restriction on minimum no. of transactions.
• Zakat is exempted.
• No cash handling charges (US Dollar, Euro, Great British Pound Sterling,
UAE Dirham & SAR).
• Minimum Deposit Required:
USD: 500, GBP: 300, AED: 2,000, EURO: 400 or SAR: 2,000
3.4.3.10. UBL UniZar Foreign Currency Current Account
• No cash handling charges (US Dollar, Euro, Great British Pound Sterling,
UAE Dirham & SAR).
• Zakat is exempted.
• No restriction on minimum no. of transactions.
• Free Accidental Death and Disability Insurance Coverage up to
Rs. 2.5 million.
13

21. • Minimum Deposit Required:
USD: 500, GBP: 300, AED: 2,000, EURO: 400 or SAR: 2,000
14

22. 3.4.3.11. UBL Profit Certificate of Deposit (COD)
By investing in UBL CODs, one can earn profit which is credited to his/her
account on monthly basis or at the time maturity (on the willingness of customer
that when s/he wants to get profit)
3.4.3.12. UBL UniZar Foreign Currency Term Deposit
Receipts (TDR)
• Opt from different range of currencies i.e. US Dollars, Great British Pounds,
and Euros etc.
• UBL offers the widest reach across the country with an increasing number of
more than 400 foreign currency dealing branches
• There are no cash handling (Cash Deposit & Cash Withdrawals) charges from
the customers
• Term deposits in foreign currency are offered for the following periods of
maturity with variable rates of return: (1) Three Months (2) Six Months (3)
Twelve Months
• Flexible options of rollover or renew the TDR at the time of encashment
• Customers can withdraw funds in either foreign currency or in Pakistan
Rupees, whatever their requirements may be
• Zakat is exempted
15

23. 3.4.4. UBL Net-banking
This facility offers customers a convenient, easy and secure way to manage their bank
accounts 24/7 from anywhere in the world. UBL net-banking is one of the most trusted
Internet Banking portals primarily because of its uniquely strong security features and an
attractive list of transactions and activities available. Customer can view account
statement, make bills payment, can donate, transfer funds, recharge their mobile cards,
and can purchase IPOs and much more. This facility is also available in the shape of
mobile app too.
3.4.5. Omni-Branchless Banking
This network is spread over in approximately 650 cities of Pakistan at normal “Dukaan”
level which facilitates the customers in transferring funds at any time at their
convenience. Customers all over the Pakistan, can now, open a basic UBL Omni bank a/c
at any UBL Omni shop of their choice, whether close to their place of work or home, by
using their CNIC & mobile phone numbers. Their mobile number will be turned out to be
their bank account number irrespective of which service provider they use. Moreover,
they can avail ATM card facility. Accounts with higher limits can be opened from any
UBL branch. UBL Omni account holder will, then, be able to deposit & withdraw cash,
make utility bill payments, make postpaid mobile bill payment, pay Zakat & Donation,
send / receive money, purchase mobile airtime and much more by using diversified array
of convenient channels which comprises of SMS, Mobile App, UBL Net-banking or
ATM. No longer will the customers have to visit a bank branch for conducting their basic
banking transactions nor will they be restricted by standard banking hours.
3.4.6. UBL Ameen
Under this cap, UBL is offering the entire product in the light of Shariah Compliance
committee who ensure the absence of interest factor in all products.
16

24. 3.4.7. UBL Go Green Products
This is a SMS facility available to all accountholder, in which they receive alert on their
mobile screen, whenever, there is a debit or credit transaction is made to their accounts.
This facility is available to all accountholders as per bank’s Schedule of charges.
3.4.8. REMITTANCES
• UBL issues Cashier Cheque to its accountholders as well as its walk-in customers
which is payable at any branch of UBL.
• Letters of credit (LoC) are very useful instruments, in facilitating commercial
relations b/w businessmen at various places. Letter of credit conditions the limit of
the credit & the time during which it is held at the removal of the grantee, but they are
neither negotiable nor transferable. There are many types of letter of credit such as
Revolving credit, Claused credit, Back to Back credit, etc. UBL is dedicated in
offering its business customers the huge range of options in the field of money
transfer. Letter of credit may be revocable.
• The SWIFT system (Society for Worldwide Interbank Financial Telecommunication)
has been launched for speedy services in the area of home remittances. The system
has built-in characteristics of computerized test keys, which eradicates the manual
application of tests that frequently cause hindrance & delay in the payment of home
remittances.
3.4.9. Other Retail Products
Beside this, UBL is also offering insurance services on different packages for different
purposes to all of its customers. It is working with Banca. It provide Children education
plan, marriage plan, retire plan etc.
17

25. 3.5. SWOT Analysis
The SWOT analysis consists of analyzing organizational strengths and weaknesses
(Internal), and its environmental opportunities and threat (External). It helps to identify a
strategic place that the organization might be developed.
SWOT analysis of UBL is as follows.
STRENGTH
 UBL has a very well reputed and latest on –line system in all of its branches.
 UBL is addicted to introduce new types of accounts, visa cards, credit services etc
which always give the UBL a prominent place in the market.
 UBL has a huge network of ATM machines
 Management is well organized.
 Because of its 1300 plus Domestic Branches, UBL have a very good
infrastructure due to which, it is also prevailing now outside Pakistan.
 The loan facility offered by United Bank Limited, is on sound basis. There are
many checks and documentation that secure its money after advancing.
 Very important aspect of UBL is its speedy service. Everything goes very quickly.
If you are looking for a loan, or you want to deposit money or you want to pay
your bills their services are so fast that they respond the customers very swiftly.
WEAKNESSES
 UBL is facing shortage of staff which creates problem in doing routine banking
tasks
 There is low level of motivation in the employees of the bank
 The majority of people are not well aware about the UBL’s Products due to its
short engagement in promotional activities.
 UBL Management has adopted reactive approach for the reason that they respond
to the market very slow & are reluctant to take initiative prior to the problem
arises.
18

26.  Mostly in peak working hours (day time) or at the start of the month, online
system gets busy/stuck which causes delays and customer grievances.
OPPORTUNITIES
 Mobile banking is a concept that has begun to find its roots in the banking
industry. Therefore, it is a big opportunity for UBL to get benefit from this chance
at big level.
 Opportunities exist for the expansion of UBL’s chains in the International Arena,
so particular Invention should be given to the individual country’s customs and
cultural practices to be in a winning situation.
 An external chance exists in efforts to improve the social environment of local
Societies & Communities in general by offering innovative, community –
involvement programs.
 Liberalization is a concept that is under debate around the world because this is
going to be implemented by World Trade Organization in a few years to come.
Therefore, keeping in view these perspectives, there is a great opportunity for
UBL to be stronger.
THREATS
 UBL has many competitors who are regularly increasing their products &
marketing aggressively so it might cause UBL’s customer to shift to its
competitors.
 The rapid changing environment in the banking industry & the speedy reaction of
the other banks to such changes can be a threat for UBL.
 What a customer really looking for is a difficult mania to recognize as to identify
the customer perception & their behavior is complex procedure. Therefore, the
changing needs of the customer can also be a threat for UBL.
 The changes in governmental policies, instability in Politics can be seen as a
threat for the banking sector.
 The political conditions of Pakistan is also affecting the performance of banks.
19

27. MAJOR COMPETITOR
Being a financial institution, the United Bank Limited is facing the competition of many
commercial banks and DFI’s. However, the major competitors in relation to product
offering & distribution channels are sharing business of UBL. Some strong competitors
banks to UBL are :-
a) Muslim Commercial Bank
b) Bank Al-Falah
c) Bank of Punjab
d) Allied Bank Limited
e) National Bank of Pakistan
20

28. 3.6. PEST Analysis
The PEST analysis stands for Political, Economical, Social & Technological perspectives
which are briefly discussed as below:-
 Political:
The political arena has a huge influence upon the regulation of businesses, and the
spending power of consumers & other businesses. With regret to say that our
instable and in-efficient political system has failed to attract the people to make
investments in Pakistan.
 Economic:
Marketers need to consider the state of a trading economy in the short and long-
terms. This is especially true when planning for international marketing. UBL is
good in it and makes innovations from time to time to introduce new products and
service. For example, recently it has launched Makamal Current Account for lower
income people.
 Social:
The social and cultural also influences on business differing from country to
country. It is very important that such factors are considered. For example
introduction of 1st Minor Account, Parda-nasheen accounts etc.
 Technological:
Technology is vital for competitive advantage, and is a major driver of
globalization. UBL is using latest Oracle based system for internal working called
“Symbols”, whereas it is also providing netbanking too for its customers to manage
their account from their home 24/7 hours.
21

29. 3.7. Business Plans etc
United Bank Limited is to make an environment, which have an understanding of
consistency & reliability in the entire structure of the bank. With a strong financial base,
a talent & promising team as well as the right resources, United Bank Limited has proved
to be a reliable partner indeed. UBL understands the special needs of the business,
trading & agricultural sectors. Strategically located branches in small towns and cities
provide warm services and advice to the small businessmen and local traders. United
Bank Limited speaks their languages; identify their needs & provides tangible results by
responding in a timely manner with a flexible approach. United Bank Limited provides
its clients with the reliable financial service & support they require to fruitfully
accomplish their business objectives. With a solid foundation of over 57 years in Pakistan
and having recently completed 14 successful years of privatization (after 2002 to date),
United Bank Limited is strongly positioned to lead the banking sector in the new
millennium.
22

30. 4. Organizational Structure:-
4.1. Main Offices
Head Office
State Life Building No.1,
I.I. Chundrigar Road,
Karachi – 74000, Pakistan.
Registered Office
13th Floor, UBL Building, Jinnah Avenue, Blue Area,
Islamabad
Share Registrar
M/s. THK Associates (Pvt.) Limited
2nd Floor, State Life Building No. 3,
Dr. Ziauddin Ahmed Road,
Karachi – Pakistan
UAN No. 021- 111-000-322
23

31. 4.2. Organization Hierarchy
24

32. 4.3. Comments on Organizational Structure
UBL is following centralized organizational structure which implies that authority is not
delegated to branch level. Managers can’t take initiative at their end on issues such as
advancement of finance, waiving of charging or recruitment of staff as per their own
discretion etc. They have to follow the instructions & decisions made at the top level of
the management. Under centralized mechanism, the important & key decisions are taken
by the top management while the other levels have to implement those decision as per the
directions of top level management.
4.4. Competitive Positioning of the organization in the industry
UBL has a competitive position in the banking industry due to having reputation for high
customer banking services which has made UBL the 2nd largest Bank of Pakistan, having
professional & skilled management and Excellent promotional and marketing campaigns.
For example the introduction of UBL Omni has made funds transfer much easier and
very much convenient to approach, UBL Mukamal Current account is designed for low
income group which will facilities them through many incentives like ATM Card,
Chequebooks, E-Statements, Free Online funds transfer & much more. Moreover, its
net-banking, Its VISA cards in fact all of its entire product line has left a mark on public
which makes UBL really a world class bank.
4.5. Learning prospective from Management Context
 I come to know the bank’s working.
 I learned how to deal with people having diverse culture & different backgrounds.
 I come to know, how to maintain & control branch expense within budget
 I learned how to meet the deadlines time in an efficient way
 I have learned how to manage important files in a proper way that can easily be
accessed when needed.
 I have also learned how to properly document each and every activity.
25

33.  The financial courses like Accounting, HRM and specially the OB helped to
understand the Banking operations. Basic knowledge of accounting gives
effective way to deal with the accounts of the Bank.
 As in Marketing we were taught about the importance of the customers, I
observed the value of the customer that how employees deal with the customers.
The branch staff was very polite & soft spoken in helping the customers for their
problems as well as its solution on priority basis.
 The staff was working as team & everyone used to be involved in every activity.
Therefore, my teambuilding skills have been developed and improved while
working in UBL.
 While working in the practical environment, my confidence built because now,
I can do whatever task is given to me & capable of adjusting myself according to
any situation/environment.
 The thing that I learnt while working in UBL is the communication skill which is
indeed a great competitive advantage.
26

34. 5. Department/s Structure (in which I have worked)
I have worked in UBL FatehJang branch as Customer Services Representative (CSR) for
approx. 04months. I am sharing my awesome experience here below:
5.1. Number of employees working in the Department
There were 06 employees working in the whole branch i.e.,
• 01 Manager
• 01 Customer Services Operation Manager
• 01 Customer Services Representative
• 01 Chief Teller (CT)
• 02 Universal Tellers (UT)
5.2. Product lines
UBL Fatehjang branch is dealing all product except credit and advances facility
for which they have to refers such cases to area office for further necessary
actions. The dealing products are as below:
• Account Opening
• Clearing Services
• Remittance Services
• Cash Receipts / Payment Services
• Misc Services
5.3. Departmental operations
At branch level, the Branch Manager is responsible for all operational as well as
the sale activities. The CSOM is responsible to report to Branch Manager about
daily progress at the end of the each day. All departments like Account opening,
27

35. clearing, remittance and cash department have to report to CSOM. Now I will
briefly discuss, here, the operational activity of each department as follows:
28

36. 5.3.1. Account Opening
Account Opening Department—as its name advocates — deals with opening of new
deposit accounts for customers. Customers are provided with an Account Opening Form
to be filled in, by accepting all the terms & conditions mentioned on it. Customer Service
Representative (CSR) is responsible to initiate and complete all the formalities of account
opening i.e., making sure to receive valid CNIC, source of funds proof which may be a
salary slip or business letter head pad and 02 snaps [for those individuals who are
illiterate & will use thumb impression for bank transactions or for those who have shaky
signatures].
After completing all the formalities, CSR will input the data provided by the customer it
in the Computer System. Once, CSR has done his/her job, then he/she will proceed the
case to CSOM for supervision purpose. After supervision, branch will provide an account
number to the customer and will transfer initial deposit to new account. Afterwards, the
CSR will initiate chequebook request on Chequebook requisition form filled by the new
accountholder & ATM request along with account opening form. There are seven (07)
days for chequebook & ten (10) days for ATM card, once after account has been opened.
Then in the next step, original AOF along with Signature specimen card (SS Card) will
be scanned and uploaded on Database. Moreover, a photocopy signature specimen card
and original account opening form will also be dispatched to Head Office for record
keeping purpose while the shadow copy of AOFs along with original SS Cards will be
kept at branch level under safe-custody.
Upon receiving chequebook & ATM card at branch, the CSR will deliver these to the
customer after having acknowledgement. If the new account-holder is a firm or company,
then it has to provide proprietor’s stamp on the signature specimen card and an
application of account-opening (hand-written by proprietor) on firm’s letter pad.
Moreover, if the customer is opening a saving account & does not want Zakat to be
deducted from his / her account, then the account–holder will have to provide a
declaration on stamp paper that he is not bound to pay Zakat due to sect, religion or any
other purpose. The same declaration form may also be accepted at lateral stages but at
least 01 month before the month of Ramzan.
29

37. 5.3.2. Clearing Services
For the purpose of clearing the CSR will handle all cheques for clearing. Cheques
for clearing are of two types:
Inward clearing – those cheques which are drawn by the branch customers on
their account in favor of other bank or parties. On receipt of the inward clearing,
the accounts of the cheque issuer or drawer with the bank are debited to the a/c &
the payment is made to the bank presenting those cheques.
Outward clearing – on the other hand, are those cheques drawn by other bank
customers in favor of UBL or its customers. Now, as the UBL branch will present
those cheques to other bank on behalf of its customers, therefore, in that role, this
branch will be termed as collecting branch.
In other words, we can say that inward clearings are for our own branch (in which
we have to debit our branch customers’ account) while outward clearings are for
other banks (in which to credit our branch customers’ account, in case the cheque
presented has been cleared by other bank).
In order to further explain the above function under clearing services, suppose
that our branch customer deposited a cheque of MCB (which he/she might receive
from other bank’s customer in favor of some payment). The customer will deposit
such cheque on pay-in-slip by properly filling it i.e, mentioning his/her complete
account number, name, amount and cheque no along with cheque date. After that,
he/she will go to CSR, who will scrutinize the following things before proceeding
any further:-
 Depository account number and name is correct
 Cheque of MCB is also in-tact i.e., its not posted date or stale cheque, there is
no un-authorized overwriting on the cheque.
Once the above mentioned clauses have been verified, then CSR will provide a
computer generated acknowledgement receipt to the customer. Such types of
cheques are cleared with the help of NIFT working under the supervision of SBP.
30

38. In the next step, the CSR will put clearing stamp on the backside of the cheque
and also affix “payee account will be credited” stamp on back side with his/her
signature. Then CSR will put this cheque in the NIFT provided bag & seal it out.
The NIFT representative visit the branch in second half and collect those bags for
clearing those cheques in the next working day. On next working day, upon
clearing, NIFT will credit the deposited cheque amount to UBL’s Head Office
and will provide cleared cheque details too. From where, the Head office account
is debited and customer account is credit. In case, if the MCB or any other bank’s
cheques is returned due to any reason purpose, then NIFT will not provide Funds
and will return the cheque on day after tomorrow. In that case, the CSR will not
only hand over the cheque to its account-holder but will also recover cheque
return charges from his/her account, only if the cheque is not returned due to
bank’s mistake.
In the same way, whenever UBL’s account holder deposit cheque of UBL in
MCB, same procedure will be adopted by MCB and in that case, we, the UBL
will be treated as presenting branch. The NIFT will present UBL cheque to CSR,
who after proper scrutiny of cheque will clear this by debiting its customer’s
account & crediting the head-office account. The head-office will then transfer
those funds to NIFT who will disburse the funds to MCB. But in case, UBL
returns the cheque due to any reason, no funds will be transfer to anywhere, and
the same instrument will be returned back to NIFT agent after putting a return
memorandum, mentioning the cheque return reason. Moreover, CSR will also
deduct cheque return charges from its customer and will record it on cheque
return register too. Hence, customer’s query regarding his/her cheque for Clearing
can be entertained through this register.
The cheque returned memorandum contains following reason:-
 Payee’s endorsement required
 Account is dormant
 Cheque is stale/post dated
 Payment stopped by drawer
 Amount in words and figures differ
 Drawer’s signature differs from specimen filled in the office
31

39.  Cutting/alternation required authentication
 Others
This department is also being handled by CSR in the supervision of CSOM.
5.3.3. Remittance Services
This service is also provided by CSR under the command of CSOM, in which
customer is facilitated to transfer money from one account to another account
of UBL. Remittances through banking channels is helpful in saving time,
lessen the cost & eliminate the risks involved in physical transportation of
money from one place to another. UBL transfers money in the following
ways:
 Inter-branch funds transfer via Remittance Form
 Deals in cheque for collection (same branch or other branch cheques of
UBL). In this case, the CSR will debit/credit customer account in real time
and will charge online charges (Rs.350/- plus 16% FED).
5.3.4. Cash Receipts / Payment Services
This department deals with the transactions of local currency account-holders of
the branch. Let’s suppose a client steps in the bank and presents a cheque of same
branch or some other branch of UBL for cash payment. The cashier will make
sure the following:
 Customer has put his/her signature on the back of the cheque
 The cheque is neither post-dated nor more than six months old (stale cheque)
 There is no cutting or over-writing on the cheque, and if there is any, there
must be signatures of authorized person (account-holder)
 The amount in words and figures are same
 There is no Clearing, cash or transfer stamp already affixed on the cheque
 Cheque is not marked as stopped
 Verify the signature of the drawer of the cheque
32

40.  In case of other branch of UBL, online charges will be recovered from
presenting customers. Moreover, CNIC copy is also demanded from
Walk-in Customers.
Once, the above mentioned formalities have been completed successfully, and
then the cashier will make payment to the presenting customer by debiting
drawer’s account. Whereas, when a customer enters in the bank for depositing
cash in the same branch account or account maintain in any other branch of UBL,
the customer will fill in Cash pay-in-slip . The teller will receive cash and write
on pay-in-slip the denomination wise case details. After making sure that the cash
received and the amount of deposit slip match, teller will credit the account
mentioned on pay-in-slip. Once again, same branch transactions are free, while
online cash deposit to other branches of UBL will be charged as per SOC.
Vouchers for deposits and withdrawals are not made, as the cheque itself is a
debit voucher and pay-in-slip filled by customer works as credit voucher.
At day-end, cash in hand physically is balanced with cash in IT system. Once, it is
balanced, and then the teller will update denomination wise cash position on
system as well as on closing register accompanying a summary sheet showing the
summarized affect on current, savings and general ledger accounts for the whole
day transactions. In addition to simple cash deposit/withdrawal service, teller will
also facilitate the collection of utility bills, sale/purchase of bonds, payment of
wheat procurement etc.
Moreover, ATM replenishment is also the core responsibility of Cash
Department. Daily after the customer hours of the bank, ATM cassettes are
re-filled with cash, and last 24 hours transactions’ record is taken on ATM Scroll.
The ATM scroll contains information regarding all the transactions taken by the
customers from the ATM. These transactions can be by the account holders of
that branch or any other branch of UBL. Moreover, there are certain affiliated
banks like Summit Bank, NBP, Askari Bank etc, whose customers can withdraw
money from UBL’s ATM and vice versa. UBL deducts some commission from
such transactions that is subject to change from time-to-time.
33

41. 5.3.5. Misc Services
- UBL also provide Hajj application processing services under the Ministry of
Religious Affairs
- Stop Payment of cheque services is facilitated by CSR in which customer, in
writing, request to stop the payment of his/her cheque due to any reason. The
CSR will verify customer signature and afterwards, he will not only mark the
cheque as “stopped payment” but will also recover stop payment charges from
the customer in the supervision of CSOM.
- Moreover, CSR is also held responsible to update Customer record pertaining
to their current address, contact numbers, email address, mobile numbers,
change in marital status and/or any type of correction required either by
branch or its customer on CIF (Customer Information Form), duly filled and
signed by customer.
- When an account is not operated for over a period of one years, it become
inactive/dormant, so in order to active such accounts, customer will fill in
dormant-activation from along with his/her recent CNIC and hand it over to
CSR, who after verification of signature and Nadra Verieys will activate the
account for future operations.
- If a customer wants to update his/her signature, then this service is facilitated
by CSR after receiving application for signature change along with new SS
Card and then he/she will update in the system accordingly.
- Request for issuance of new chequebooks are also initiated from CSR.
- CSR also have to make sure to respond H.O emails regarding top 100
Customers and their financial transaction details with respect to
Anti-money-laundering
34

42. 5.4. My Role in the Department
During my job as CSR in UBL, I was responsible for following tasks:-
 I was liable to check and verify all the formalities of Account Opening
i.e., Verifying photocopy of CNIC with original one, demand for provision source
of funds, demand of snaps for illiterate customers or from those having shaking
signatures and once the account number has been generated, I was also
responsible to not only upload Signature Specimen Card for future transactions
with the customer but have also send the AOFs to head office after retaining a
shadow copy of AOFs with the Branch.
 In addition to this, I was also the concerned person dealing with Cheque Book &
ATM Cards. Once these items were received at the branch, my job was to
intimate the customer on phone and then to deliver these items to customers after
having their acknowledgement. Furthermore, those chequebooks which are lying
with the branch as un-delivered over a period of 30 days, was to sent back to head
office. In the same way, those ATM Cards , which were not still lying with branch
over a period of 60 days, have to be destroyed at the branch level and then these
card were marked as Hot (permanent de-active) by the Customer service sent to
avoid Annual ATM renewal charges from customers.
 I was also liable to update customer’s record such as mobile number, email
address, mailing address, updating signatures etc as per their instructions in
writing and after verification of signature on the written documents.
 I was also held responsible to reply different H.O & SBP emails and to provide
Customer information i.e., source of funds, nature of business, heavy transaction
activity is matching or not with source of fund etc.
 Inter-branch funds transfer was also one of my key jobs in which I had to made
transfer entries after receiving a signed remittance form of customer.
 The clearing department was also under my command, in which I had to deal with
inward/outward cheques for collection and had to maintain a register for both
inward and outward cheque returns. At the day end, I was also to make sure that the
35

43. fund for the cleared instruments has been transferred to the respective
accounts/GLs.
5.5. Structure of the Department
36

44. 6. Function/s of the Department
6.1. Job/Work/Tasks system of the organization
Branch staff are engaged in providing quality services to its customer as per
product line from 9 to 5pm (Monday to Friday). Every transaction in the bank is
made systematic to trace it in the future, if needed.
Each financial activity in the bank is recorded on voucher. It is a commonly used
method of creating internal control over the cash & other transactions. The
concerned department, from where the transaction has been originated, approves
the transaction by affixing relevant stamp i.e., it may be transfer stamp, cash
received or cash paid stamp, payee account credited etc., and then put the
signatures on the voucher to authenticate it. The vouchers used in bank are of two
types, i.e., Debit Voucher & Credit Voucher. The voucher contains information
regarding the head of that account which is to be debited or credited, date of
transaction, transaction code, description of the transaction, amount in words and
figures debited or credited to that account and account number of customer (if
applicable). All entries in the bank originates by making a voucher and then these
vouchers are posted to the computerized system, which is then, printed on General
ledger to verify & authentic voucher entries with the computer based system.
Beside this, like all organizations maintaining the accounting system, banks also
have to monthly, quarterly, half-yearly and yearly close their temporary accounts.
Closing in banks does not only include this, but it also includes calculating
product, profit or loss on deposits, and markup on loans. Product is calculated
either on day-end balance basis or month-end balance basis, depending upon the
nature of account.
6.2. Decision-making environment
There is centralized environment in the branch in which staff is not authorized to
take any imitative at their own but they have to observe the decision made at the
37

45. top level by following Standard Operative Procedure (SOP) & other rules of the
organization as well as State Bank of Pakistan’s orders.
6.3. Mobilization of resources
Resource is anything which has some worth & is required to achieve some desired
objective. For life on earth sunlight is the supreme resource. It gave birth to all
other current form of resources such as Fuel and Food. Human beings (and every
creature) constantly struggle and arrange for or mobilize resources they need. In
bank, the main resource is staff, who works for public. I noticed one thing that
due to branch overload, it was very much tough to know for one department about
what going on in the other department. So there should be job rotation in every
department because it will give the staff a better understanding of overall banking
practices and products as well.
6.4. Production/Services provision by the Department
The cash department was providing all the facilities pertaining to cash such a
payment of cheques, deposits in accounts, sale/purchase of prize bonds, utility
bills, fees and payment for western union, coc and express money, while the
clearing department is providing the services of all types of clearing i.e., both
inward and outward clearing, Remittances department is providing transfer of
money facility. Account opening department is helping in expanding the branch
operation by introducing new customer to the bank.
38

46. 7. Critical Analysis
Working in a well-reputed bank i.e. UBL Fatehjang Branch, was a great opportunity in
itself for me. As doing a job is practical training, consequently, it gives me a lot of
knowledge of practical life. It is the best way to get acquainted with the environment
inside any organization, which we have to face in our practical life. The idea of this job
before officially joining any organization is to enhance my interpersonal skills,
confidence, to gain a sense of responsibility and to get accustomed to the overall office
environment of an organization.
The first and the most important thing, when a person works into an organization for job,
are the communications skills. The biggest challenge before doing this job is that how I
can build the relationship with the employees & how I can cope up with the working
environment. This can only be done when having a confidence to interact with people
effectively of different organization. Fortunately it was a good chance to learn &
overcome the shortcomings in the direction/leadership of the colleagues but also by the
diverse nature of interactions.
Whatever I learnt from theoretical, most of the time, I noticed its application in my
practical job experience. For example, in HRM, I was taught about conflict management
while working with people of different backgrounds. In this concern, I applied the
techniques which I learnt from theory by getting closer to my colleagues, by participating
and encouraging trips where we, the colleagues were given a chance to talk to us in un-
formal way. In this way, I was able to learn more about others’ values, customs, norms,
moods etc. All this help me in improving my communication with my colleagues. In
marketing , we were taught to be fair to the customers , same is being adopted in UBL
Fatehjang branch by telling its customers about each and every thing of a product such a
monthly charges for not maintaining minimum deposit in case of Business partner current
account or annual fee of UBL’s ATM etc. This act on my end not only help me to
increase goodwill of UBL and but it developed a strong relationship with customers.
Beside this, the behavior of UBL towards its customers is very much committed. It
introduces different products from time to time to different targeted class or the country
39

47. as a whole. For example: UBL advance agricultural loans to farmers, credit cards to
salaried persons and businessmen, UBL Teen Visa card to school going students, UBL 1st
minor account to children who have not attained the age of majority i.e, 18years and
off-course ATM card facility too.
UBL is the 2nd
largest bank of Pakistan and I will strongly recommend my junior batches
too to go for internships or job in UBL as a priority. It is the best platform for learning
like communication skills, how to control anger, how to deal with people from different
backgrounds. In fact, it gives the learners the true meaning of life that how we should live
in our society because the biggest weapon in banking industry is your attitude and
behaviors towards others which not only develop good business relations but also helps
to retain existing customers in good mood too.
40

48. 8. Short-falls/weaknesses of the Department
• Branch is facing shortage of staff
• There is lack of information by one department about what’s going on in the other
department
• Lack of product knowledge among employees
• Some lapses were noticed in customer service delivery due to staff un-cooperative
attitude.
• Branch area is too limited to digest even thirty five to 40 customers at a time
41

49. 9. Conclusions & Recommendations for improvement
United Bank Limited is one of the strongest & giant banks in Pakistan. It is the 2nd
largest bank of Pakistan with a huge network of ATM machines. This is the reason that
why it has a large market share & competitive edge over its competitors.
The UBL Staff is found to be efficient and devoted towards their work. Every employee
is the best-match for his or her concerned department and has in-depth knowledge of all
procedures and functioning in that department.
The experience at UBL was very much informative and pleasant. It benefited me in a way
that whatever was studied at campus, this job experience was the implementation of those
concepts. I had the chance to implement my concepts of Financial Accounting, HRM,
Organizational Behavior, and Marketing. Moreover, I observed how a practical life is
different from the theoretical life. Indeed, this job experience will help me for future as
well in my studies and professional life.
From my experience mentioned above, I recommend following :-
• Normal Customer services like dormancy , new cheque book orders, stop
payments, hajj services, customer record updating and account opening services
are simultaneously provided by CSR & CSOM only, so there is a need of at least
one more CSR for speedy processing.
• Branch’s staff lacks in information resources. Most of the employees’ knowledge
is limited/restricted to their own departments. There must be suitable rotation,
refresher training / job enrichment programs for the employees, in order to
broaden their knowledge and skills.
• Most of the branch staff is unaware of updates regarding UBL’s product &
services especially the online services. Human Resource Department must work
on providing a platform to the branch employees from where they can get updated
information of new products & services launched by UBL.
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50. • There is shortage of employees in the branch. The absence of one employee of the
branch affects the working of whole branch. There must be some contingent staff
having knowledge of all the departments so that working of the branch must not
be affected in such cases.
• A few branch staff members were found less customer-oriented. They used to
avoid customers’ concern & gave less attention towards the customer services.
This might be due to the extra work load. This problem can be addressed by
increasing the number of staff.
• The branch was found very congested. As per my estimate, approximately four to
five hundred customers daily visit the branch for different purposes during
banking hours. As per another estimate, approximately thirty to forty customers
remain in branch all time. The branch area must be expanded enought to
accommodate such a large no. of customers.
• The employees seem to be less satisfied with their work load because due to extra
load of work % shortage of employees, the staff can’t avail leaves timelys. The
Human Resource Department must give attention towards the problems of branch
employees.
• More staff should be assigned at cash counters for distribution of excellent and
time saving services
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51. 10.Bibliography (References & Sources Used)
• www.ubldirect.com
• http://www.ubldirect.com/Corporate/BankingServices/DepositProducts.aspx
• www.wikipedia.com
• www.investopedia.com
• UBL Annual Report – 2015
• As I have worked in different branches of UBL, therefore, I consulted different
personnel of diverse branch network for completing my job report. Here, I would
like to mention their names to give some tribute for their great assistance &
guidance. Those worthy personalities are Mr. Haroon Sultan (ex-UBL BDO),
Mr. Ali Naqvi (District Coordinator), Miss. Sadia Akber (Operation Officer),
Mr. Saqib Raheem (Jr. Executive), Sardar Azhar Iqbal (CSOM),
Miss. Tahira (CSOM), Miss. Neelum (CT), Mr. Awais Ali (CT),
Mr. Naveed Anjum (UT), Mr. Shahbaz Hussain (CSO) & received great help
from my senior most staff as well.
.
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52. 11. Acronym
UBL : United Bank Limited
CSR : Customer Service Representative
CSOM : Customer Service Operation Manager
BM ; Branch Manager
CT : Chief Teller
COD : Certificate of Deposit
PLS : Profit & Loss Sharing
TDR : Term Deposit Reciept
UT : Universal Teller
SOP : Standard Operating Procedure
AOF : Account Opening Form
SS Card : Signature Specimen Card
SOC : Schedule of Charges
A/C : Account
NIFT : National Institutional Facilitation Technology
SBP : State Bank of Pakistan
C.C : Cashier Cheque
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53. 12. Annexure
Nill
13. Appendices
Appendix A: Experience Certificate
Appendix B: Evaluation Performa
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