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Internship

Report:

BANK
ALFALAH LIMITED

Submitted By:

MAIDAH MASOOD
Roll # 107
Section: “C”
Morning
B-Com (Hons)
Session: 2005-2009

Hailey College of Commerce,


University of the Punjab, Lahore.

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The evolution of Bank Alfalah signifies a movement from concept to reality; a
reality to bring about a change in the banking industries of Pakistan; offering an
alternative way of banking; providing people an opportunity to practice beliefs in their
financial matters.

Following privatization, Bank Alfalah emerged as new identity of Habib Credit


and Exchange Bank with a revived purpose and commitment. Charged with the strength
of Abu Dhabi consortium and under the leadership of His Highness Sheikh Nahayan
Mabarak Al-Nayayan, the bank has already made significant contributions in building and
strengthening both corporate and retail banking sector in Pakistan.

At present the bank has expanded its operations across Pakistan in 74 cities with
189 operational branches. However, it has total 195 branches that include 23 Islamic
Banking branches, five overseas branches three in Bangladesh and two in Afghanistan
and one offshore banking unit in Bahrain. It is pertinent to note that all of its branches
commenced their operations in “Real Time Online Mode”. Today Bank Alfalah is the
fifth largest Banking operation in Pakistan. Since its inception, it has registered the fastest
growth rate ever witnessed by any Banking operation in Pakistan.

Bank Alfalah continues to grow in a robust manner amidst considerable volatility


in the banking industry. The bank is striving to prosper in terns of financial returns and
the value it continues to provide its shareholders especially when tighter spreads are
exercised and margin are compressed due to high interest rates as a tool to curb
inflationary pressures. The profit before provisions and taxation of your bank for the year
2008 stood at Rs. 3.264 billion which was 10% higher than that of last year. The deposit

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grew by 7.7% and stood at a figure of Rs. 239.509 billion while advance portfolio grew
by 26% and showed a figure of Rs. 149.999 billion.
.
The most valuable asset of any financial institution is its human resource. Bank
Alfalah has at present a dedicated and commendable workforce of around 6,543 staff
members other than outsourced. The training and development centre remains at the helm
of imparting training and related skills, not to only fresh recruits but also to existing
employees. Bank Alfalah has in place the state-of-the-art Training and Development
Center both in Lahore and Karachi for equipping the personnel of Bank Alfalah with tools
that help carve a brighter future. Its philosophy in this regard is that training is
indispensable in not only enhancing organizational effectiveness but also individual job
satisfaction.

Bank Alfalah has lined up a number of innovative products. These include Alfalah
credit cards, Alfalah Hilal cards, Bank Alfalah Car finance and Leasing, Alfalah Milkiat
finance, Alfalah Karobar finance, Bank Alfalah Home finance, Alfalah Zarie sahulat,
Money gram, Alfalah Phone banking and online baking. Designing the product portfolio
of bank in response to the customer’s preferences, the product like Royal Profit, Alfalah
kifayat scheme, are prime examples of quality and innovation providing timely banking
opportunities to the customers of bank. Being an active player in banking sector in
Pakistan, they are confident that with the commitment of their team they will be able to
gain the reputation of the fastest paced financial institution.

To make their banking solutions become accessible to more and more people, they
have embarked upon a rapid expansion program, aiming to provide a networking that
makes the services available to any of their customers in all the major urban centers of
Pakistan- with a view to go international in the near future.

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With their key indicators of progress already soaring to new heights, the bank is
committed to dedicate all its energies, resources and time to bring higher value and
satisfaction to their customers, employees and shareholders.

The graph of bank is going up and up every year. The ratio of profit is increasing
at good percentage. The bank is serving the people at high level of standard by going
according to the whishes of the customers.

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Internship is the basic requirement of all business programs in nearly all of the
business institutes and especially in Hailey College of Commerce, University of the
Punjab, Lahore. It is actually the basic requirement of the course of B-Com (Honors).
Firstly the purpose of internship period is to become familiar with the practical world that
what is actually happening in different national and multinational companies and how
different activities are performed over there. Secondly, to cope the theoretical knowledge
with the practical side that what is to be taught us in business institutes and how it is
implemented in different enterprises?

I have done my internship in Bank Alfalah Limited (Garden Town Branch,


Lahore) since 16th of July 2009 to 15th of September, 2009. I gained a lot from this
internship tenor under the kind supervision and guidance of my internship supervisor.
During my whole time I was visited through different cells of the bank and was
thoroughly briefed about the procedure and working by cordial senior staff of there. My
report is all based on what I have learnt there. I hope that my report will given you good
overlook of all the banking related matters.

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All praises, thanks and acknowledgements are for CREATOR; the ALMIGHTY
ALLAH Who has bestowed upon human being the crown of creation and has endowed
him with knowledge and wisdom. I offer thanks to the Holy PROPHET (PBUH) WHO
is the beacon of enlightment and the greatest benefactor the mankind ever had. Who
brought for us revelation and unlimited knowledge and civilized the barbarian human
being.

I would like to present a token of thanks for the staff members of Bank Alfalah
Limited Garden Town Branch, Lahore, who were cooperative to me in the completion of
this report and provide me their complete guidance. As banks are very much sensitive
about their secrecy, even then after taking an understanding, they let me handle their
delicate operations.

My special thanks to Mr. Gohar Irfan (branch manager), Mr. Raheel Yaqoob
(operations manager), Miss. Sara Dawood (HR manager), Mr. Ateeq-ur-Rehman Sidu
(credit manager), Mr. Saad Mahmood (Accounts officer), Mr. Ahmed Moin (officer
consumer finance), Mr. Naveed Khalid (Account opening officer), Mr. Irfan Siddique
(incharge of Remmittance department) Mr. Muhammad Hamid Bashir, Mr. Numan
Akram and Mr. Majid Sharif who gave me a horde of useful information and treated me
extraordinarily at each step of my learning over there.

Maidah Masood

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I would like to dedicate this accomplishment
offline to my beloved and caring parents,
and to my teachers with the support of whom I
am standing at this step of my life stairs.

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Table of Contents
Introduction to Bank Alfalah Ltd……………………………………...…….……9
History & Present Status of BAL……………….…………………..…………….11
Mission Statement……………………………………………………………..…..16
Vision Statement…………………………….……………………………………..17
Company Management Systems………………………………………………….20
Organization’s Structure……………………………………………………...…..23
Fields and Activities…………………………………………………………….....25
Administrative/Management Styles……………………………………………...36
Work Done by Me……………………………………………………………...….41
Financial Highlights……………………………………………………………...101
Ratio Analysis………………………………………………………………….....103
Marketing Mix of BAL…………………………………………………………..148
Recommendations…………………………………………………………….….181
Conclusions……………………………………………………………………….183

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INTRODUCTION TO BANK ALFALAH

Bank Alfalah Limited was incorporated on June 21st, 1997 as a public limited
company, under the Companies Ordinance 1984. Its banking operations commenced
from November 1st, 1997. The bank is engaged in Islamic banking,
commercial banking and related services as defined in the Banking Companies
Ordinance, 1962. The Bank is currently operating through 195 branches in 74 cities, with
the registered office at B.A.Building, I.I.Chundrigar, Karachi.

Management of Bank Alfalah accepted the challenge to transform this bank into a
highly professional, most efficient & service oriented institution. The management has
been successful in fulfilling the undertaken challenge. It has been successful in making a
significant contribution to both corporate and retail banking in Pakistan.

Over the years, its emphasis on growth has resulted in a strong entity capable of
offering high quality services to a wide spectrum of clients, in a highly challenging
business environment. Its strategy is to maximize the synergies of branch network through
an optimal allocation of financial resources in the face of dynamic challenges of present
financial environment.

Strengthened with the banking of the Abu Dhabi Group and driven by the strategic
goals set out by its board of management, the Bank has invested in
revolutionary technology to have an extensive range of products and services.
This facilitates their commitment to a culture of innovation and seeks out synergies
with clients and service providers to ensure uninterrupted services to its customers.
The bank perceives the requirements of its customers and matches them with quality
products and service solutions. During the past ten years, we have emerged as one

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of the foremost financial institution in the region endeavoring to meet the needs of
tomorrow today.

Bank Alfalah Limited has continued its upward climb in pursuit of excellence.
Strengthened by the backing of the Abu Dhabi Group and driven by strategic goals set out
by its Board and management, Bank Alfalah Limited increasingly inspires trust and
confidence of all its clients. Within a short span of time the bank has carved a significant
niche for itself in the banking industry.

These achievements have been preceded by concerted effort to provide highest


levels of service and value to our customers. The bank aims to further enhance
performance standards through implementation of innovations in both products as well as
customer care, by discovering newer avenues of client benefit. This customer-focused
strategy has enabled Bank Alfalah Limited to evolve as a single source financial service
provider of corporate and retail banking services. Bank Alfalah reputation has been built
on its tradition of high quality and the expertise of its extremely motivated and qualified
staff. With strategic mergers and acquisition, Bank Alfalah has become a leading player in
the global banking arena.

The Bank Alfalah Limited team comprises of dedicated professionals equipped


with a diverse array of skills, vast experience and pro customer attitudes. The
management concentrates its energies on making informed economic decisions,
translating it into greater returns for our investors and customers. This prudent attitude has
created a synergistic organizational structure leading to improvements in profitability and
a sustainable competitive advantage for the bank.

A Highly Responsive Product Portfolio is not only comprehensive but also


customizable to match the needs and preferences of the customers. These characteristics
of the portfolio have helped Bank Alfalah Limited to face challenging economic
conditions. The product lineup continues to fulfill and satisfy the banking requirements

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of not just the conventional consumer, but the demanding financial needs of the corporate
sector as well. Today, as Pakistan moves into the 21st century with its ambitious
expansion and development programs, Bank Alfalah is here to join the efforts to help the
country meet its growth objectives. The bank offers an extensive range of financial
services specifically designed to cater to the needs of its successful associations with the
Government and Private Sector.

HISTORY AND PRESENT STATUS OF BANK


ALFALAH
Bank of Credit & Commerce International (BCCI) was a Pakistan based bank,
established by Mr. Agha Hassan Abdi from UBL, in association with U.A.E and Europe.
BCCI has its branches in 74 different countries of the world. It had its 3 branches in
Pakistan. In 1991, the BCCI was banned, when was accused by European countries that
the bank was involved in some illegal operations with Gulf countries. The major reason
behind European accusation was that BCCI was of Islamic mode. Therefore, the bank was
closed due to international pressure. Then, its 3 Pakistani branches were taken over by the
Government of Pakistan, which were named as Habib Credit and Exchange Bank (HCEB)
and these were working as subsidiary of Habib Bank Limited.

Following the privatization in July 1997, Habib credit and Exchange Bank
assumed the new identity of Bank Alfalah on February 25, 1998. It is now Abu Dhabi
based bank as the family of H. E. Sheikh Hamdan Bin Mabarak Al-Nahayan purchased
70% of its shares and 30% shares remained with Habib Bank on behalf of Government of
Pakistan. Since its inception, as the new identity of H.C.E.B after the privatization in
1997, the management of the bank has implemented strategies and policies to carve a
distinct position for the bank in the market place.

Since 1997, the bank has made great strides towards growth and profitability.
BAL network has expanded from 3 in 1997 to 195 as on March 2009. The deposit base

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moved from less than Rs.9 billion to over Rs. 227 billion, advance from 5.8 billion to 109
billion. Being a bank that is focused on financing of foreign trade, volume of foreign trade
business has grown from Rs. 5.8 billion to over Rs. 190 billion as on December 2008.

Charged with the strength of Abu Dhabi consortium, and under the leadership of
His Highness Sheikh Nahayan Mabarak Al-Nahayan, Minister of Higher Education and
Scientific Research, Government of Abu Dhabi, and a prominent member of Royal
Family, the bank is energized with the vision, envisaging the development of various
sectors in Pakistan.

Commercial Banking Scenario in


Pakistan

The function of commercial banking and application of the fundamental principle


of the depositor bank relationship have remind essentially the same since about 500 B.C.
bank operation methods and procedures, on the other hand , have undergone a constant
process of evaluation because of economic growth, the mounting volume of transaction
and greater use of banking feasibilities.

At the time of independence there were practically no industries and resources so


it was very difficult of Pakistan to run its own banking system immediately. There were
487 offices of scheduled banks in the territories now constituting Pakistan. Therefore in
accordance with the provision of India independence Act of 1947, and expert committee
was appointed to study the issue. The committee recommended that the “Reserve bank of
India” should continue to function in Pakistan until 30th September 1948.

It was also stipulated that Pakistan would take over the management of public
debt and exchange control “Reserve bank of India” on 1st April 1948. Then Indian notes
would continue to be legal ender in Pakistan till 30th September1948. By 30th June 1948,
the number of offices of scheduled banks in Pakistan decline from 487 to 195. In order to

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establish a full-fledged control bank the Governor General of Pakistan Quaid-E-Azam
Muhammad Ali Jinnah, inaugurated the state bank of Pakistan on July1st, 1948. At the
time of independence in 1947, there were 38 scheduled banks with 195 offices in
“Pakistan” but by December 31, 1973, there were 14 scheduled Pakistani commercial
banks with 3,233 offices all over Pakistan & 74 offices in foreign countries.

Nationalization of Banks was not done 1st January 1974 under the Nationalization
act 1974, due to certain objectives. But it had negative effects on efficiency of the banking
sector afterwards a privatization Commission was set up on January 22, 1991, the
commission transferred many banks to the private sector i.e., MCB & ABL. The
government approved & permitted the establishment of 10 new private banks in 1991;
hence many new private banks have incorporated, since then, BANK ALFALAH in one
of the namely established private scheduled banks in Pakistan.

The fact show that the commercial banking has made tremendous progress and
achieve a phenomenal growth since independent and that commercial bank have duly
played a vital role as mobilize of people saving to constitute the most important source of
financing in country economy.

As the result of these contributing factors methods and practices necessary to


handle the increase volume of detail work have been developed while an other and
quicker method have been adopted in order to cope with the increase volume , much in
which has been accomplished without unduly increasing cost of doing business.
During to last 20 years we have experience a constant transaction from the old to
the new from manual to mechanical method and procedure, from old establish practices to
current techniques and to a more scientific approach to the solution of the problems
brought about day to day changes in business practices.

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Commercial banks operating in the country can be divided into four distinct
categories, private banks, foreign banks, privatized banks and nationalized commercial
banks (NCB’s). The number of private banks has remained almost constant ever since
they commenced operations in early nineties. However, ownership of a number of private
banks has changed over the years. Lately, with the take over of Prudential Bank and
Platinum Bank by the new sponsors their names were changed to Saudi Pak Commercial
Bank and KASB Bank respectively. Earlier, ownership of Union Bank and Schon
Commercial Bank changed. While the new sponsors of Union Bank preferred to continue
with the same name, the buyers of Schon Commercial Bank changed its name to PICIC
Commercial Bank.
Union Bank acquired the operation of Emirates Bank International (EBI) in
Pakistan. The scheme of amalgamation was notified by the central bank on September 03,
2002 and Union Bank settled the amalgamation price of US$ 37 million on September 09,
2002. Union Bank had acquired Pakistan operations of Bank of America in year 2000 and
American Express credit card business in Pakistan in year 2001.
In the NCBs category two banks — Habib Bank and National Bank of Pakistan —
have been left after the privatization of United Bank. National Bank of Pakistan has been
listed at local stock exchanges and parts of its shares were off loaded. The GOP is actively
pursuing the privatization of Habib Bank, through sale of its 26% shares along with
transfer of management. The remaining shares of the GOP in Muslim Commercial Bank
and Bank Alfalah were also sold. The GOP sold majority shares of Allied Bank of
Pakistan in early nineties but has not been able to off load its remaining shares in
the bank.
United Bank's privatization demands specific mention for two reasons:
1) It was the largest transaction, and
2) A large part of sale proceeds was received in foreign exchange.
The consortium comprising of Abu Dhabi Group and Bestway Group has acquired
51% shares of the bank along with management control. Since October 2002 the bank has
been working under the new sponsors.

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Meezan Bank was created as a result of merger of Al-Meezan Investment Bank
and Societe Generale. The first ever license to operate as a Scheduled Islamic
Commercial Bank was granted to Meezan Bank on January 31, 2002. Pakistan operations
of Societe Generale were amalgamated into Meezan Bank on May 01, 2002.
The number of foreign banks operating in Pakistan has been declining constantly
since the GOP decided to freeze foreign currency accounts in May 1998. The total
number of foreign banks in the country has reduced to half since the freezing of foreign
currency accounts. The positive point is that most of the foreign banks were able to sell
their Pakistan operations at attractive prices.

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To develop & deliver the most innovative
products, manage customer experience, deliver
quality services that contributes to brand strength,
establishes a competitive advantage and enhances
profitability, thus providing value to the stakeholders
of the bank“

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“To be the premier organizations operating locally
and internationally that provides the complete range
of financial Services to all segments under one roof.”

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OBJECTIVES OF BANK ALFALAH

The objectives of Bank Alfalah are as follows:

• To please their customers by fulfilling the financial needs as best as possible, they
believe in placing the client at the center of business and all of the products and
services. For this the management has adopted the strategy of
• “Caring for you… Our Customers”

• To get maximum share of the market

• To price the products optimally

• To expand more the network of branches in several other cities of Pakistan as well
as in the other countries of the world.

• To reinforce a corporate culture that fosters learning, creativity and flexibility.

• To invest further in banking innovations which include Islamic banking, SME,


Home Loans and other areas of product development to provide higher levels of
services and value to the clients.

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Message From,
H. E. Sheikh Hamdan Bin Mabarak Al-Nahayan
Chairman & Board of Director
Dear Colleagues
Bank Alfalah was launched on 25th February 1997 and with that we launched for
ourselves, the challenge to transform this bank into a highly professional, and most
efficient and service oriented institution. The-state-of the-art technology we plan to put in
place will be complemented and supported by the personal touch which we are committed
to add all spheres of our customer related services. Therefore necessity of improving the
quality of our human resource will remain on top of our priorities for all times to come.
We hope, you all will make the best use of this web site, which will provide a medium for
you to express your views on, different banking related subjects.

My greetings and best wishes to you all.

H. E. Sheikh Hamdan Bin Mabarak Al-Nahayan

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COMPANY MANAGEMENT SYSTEM

Management means the administration and the governing body that is concerning the
whole organization. All the decision and strategies are been proposed and evaluated the
management of the organization. At Bank Alfalah, the management is pretty strong and
there is lot centralization in the whole network of the bank. The management at Bank
Alfalah has been divided into 3 major parts. i-e, Board of Directors, the Top management,
and the group of middle managers, supervisors and the employees.

The Board of Directors:

The upper most part of the management is the Board of Directors or the Executives. The
Board of Directors are responsible for the first phase of the management process, i-e,
planning. So, all the decisions and the strategies are being proposed and implemented
under the instructions and the supervision of the board of directors or the executives. Also
the policies and the overall objectives of the Bank are being proposed at this level of the
organization.

The Top Management:

The top management involves the branch managers and the chief managers of the bank
including the operations managers as well. The major responsibilities include the strategy
formulating for the bank and supervising the whole staff at the branch. They define and
interpret the objectives and vision and then formulate policies for their completion.

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The middle management, supervisors and the employees:

Departmental heads constitute this level of management at Bank Alfalah. They are
directly responsible for planning and controlling the activities of officers. Finally, the
employees whose activities are monitored and controlled according to the desired
objectives.

THE OVERALL MANAGEMENT

BOARD OF DIRECTORS

H. E. Sheikh Hamdan Bin Mabarak Al-Nahayan - Chairman


Mr. Mohammad Saleem Akhtar - Chief Executive Officer
Mr. Abdullah Khalil Al-Mutawa - Director
Mr. Omar Z. Al-Askari - Director
Mr. Abdullah Naseer Hawaileel Al-Mansoori - Director
Mr. Nadeem Iqbal Sheikh - Director
Mr. Ikram Ul-Majeed Sehgal - Director

THE CORE GROUP

Board Advisory Committee

Mr. Abdullah Khalil Al Mutawa


Mr. Khalid Mana Saeed Al Otaiba
Mr. Ganpat Singhvi

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Mr. Bashir A. Tahir

Central Management Committee

Mr. Mohammad Saleem Akhtar (Chairman)


Mr. Pervaiz A. Shahid
Mr. Sirrajuddin Aziz
Mr. Mohammad Yousaf
Mr. Ijaz Farooq
Mr. Bakhtiar Khawaja
Mr. Arfa Waheed Maklik
Mr. Adil Rasheed
Mr. Shakeel Sadiq
Mr. Adnan Anwar Khan
Mr. Shahid M. Murtaza
Mr. Nadeemul Haq

Corporate Information

Mr. Hamid Ashraf - Company Secretary


Mr. Zahid Ali H. Jamal - Chief Financial Officer
Taseer Hadi Khalid & Co. (Chartered Accountants) - Auditors
B A Building, - Head Office
I. I. Chundrigar Road,
P. O. Box 6773, Karachi.
www.bankalfalah.com

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Chief Executive
Officer

Executive
In charge

Credit Credit Audit Internation Marketing Finance


Card al Banking

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Branch Setup

Assistant

Credit Credit Operations Consumer Agri


Marketing Mng.Ops Finance Finance
Admin

Help Desk

CD Accounts Consumer IT
Banking

Accounts
CRO’S Bkg/Ops/
Cash
Cust serv

Clearing/
Collection

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Peons Guards Driver
Others

FIELDS AND ACTIVITIES

A support functions Group, mainly responsible for development of systems and


procedures, process-re-engineering, automaton and credit management. The Group is
organized in three divisions i.e. Systems and Operations Division, Human Resource
Division and the Credit Division.

CREDIT DIVISION

Providing extensive support to branches for credit administration, control and


monitoring, the Division has played a pivotal role in helping the Bank achieve a
remarkable loan growth of with well-diversified risk exposure. Most of the loans are
for short-term trade financing on a secure and self-liquidating basis. The Division has
a special Assets Management team, which is responsible for ensuring low ratio of bad
debts, effective monitoring of delinquent advances and close follow-up for recoveries.
Bank’s Head Office Credit Committee (H.O.C.C) reviews the credit quality and
pricing on regular basis not only to ensure healthy credit growth but also the
management of Bank’s risk assets in a most prudent and profitable manner.

SYSTEMS and OPERATIONS DIVISION

This Division has been instrumental in developments of procedures and manuals for
various operating requirements of the Bank. After careful mapping of existing process
flow, the Division recommends automation and re-engineering requirements to
improve transaction efficiencies. The Division is active in providing equipment
procurement support and development of new branches. This Division, as a direct
function also manages the protection of fixed assets of Bank.

Technological innovation:

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“Modern science is not an option, it is an obligation”

Technology is rapidly changing the way we think, act and do business. Is has played
pivotal role in enhancing customer expectation, particularly with respect to speed and
quality of service.
Alfalah bank enjoys a strategic competitive advantage overall domestic players by
virtue of its leadership in technological innovation. Phone banking service and
Internet banking facility allows customer to enjoy routine banking services from
anywhere in the world. 365 days a year, 24 hours a day.

CREDIT CARD DIVISION

The Bank’s product portfolio is designed to remain flexible and adapt itself to
changing customer needs. Bank endeavor in this regard is to actively explore newer
avenues of offering higher value to our clients, whom bank feel deserve nothing less.
The Bank Alfalah Credit Card success story has made the institution proud. In
acquiring business, we have signed over 15,959 merchants by 31 st December 2008
posting a growth of 16.2% in the corresponding period over last year. Bank Alfalah
has launched various unique credit card schemes to cater to numerous segments.

HUMAN RESOURCE DIVISION

Strategically, perhaps the most important Division at the Head Office is responsible
for human resource management, including recruitment, staff training and evaluation.
This division is also handles matters relating top administration.
This Division operates on a future oriented strategy focusing on employee’s personal
and professional growth.
Staff development activities are reared to enhance their capabilities for applying the
knowledge and fats towards development of practical solutions. Under our Human
Resource management policy, Alfalah develops and grooms the management
personnel for position of greater responsibility analytical, interpersonal, and
conceptual and specialization skills to enable them to understand the cause-and-effect
relationships and to think logically.

The hiring philosophy is based upon meritocracy and selecting the right person for the
right job. Alfalah laid great emphasis on the employee honesty and integrity besides
technical competence and, candidates are selected through well defined & systematic
selection procedure.

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Dedicated Professionals:

“Unusual efforts on the part of the employees who are apparently ordinary
workers is one of the key indicates of the superior enterprise”

Staff is the most valuable asset of any organization. The human resource philosophy
at Alfalah bank focus on multi-talent hiring, professional grooming, requisite training
and meritocracy based reward system. Staff welfare has been a priority.
Employee productivity enhancement is organized through in-house and external
training programs. Bank continues to offer opportunity for people to develop their
knowledge, skills and personalities, thus ensuring greater self-fulfillment and
progression in the organization.
In short bank Alfalah team comprise of dedicated professionals equipped with a
diverse array of skills and vast experience. The management concentrates its energies
on making informed economic decisions, translating it into greater returns for our
investors and customer. The prudent attitude has created a synergistic organizational
structure leading to improvements in profitability and a sustainable competitive
advantage for the bank.

Training & Development:

Bank Alfalah is committed to the personal welfare and professional development of


all our team members. Proper training of human resource is essential, not only for the
more productive and satisfied work force but for also homogenous corporate culture.
The bank continuous to follow its strategy of hiring batches of young and energetic
Management Trainees who are sent to our Training and Development Center for
training in all areas of banking. Our Training and Development Center is a state of
the art facility with an impressive faculty.

Ethical values:

“Professionalism without integrity is like a book without pages”


Because the right may not always be obvious, we must be guided in our every action
by set of well-defined values, governing our decision. Alfalah bank understands that
its commitment to satisfy customer needs must be fulfilled within in a professional
and ethical framework.

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FINANCE DIVISION

Finance Division is responsible for bookkeeping and accounts. This Division is the
head office and manages all financial returns and the MIS through its Management
Reporting Wing. The Division is actively involved in preparing market comparative
analysis, consolidation of Bank’s budgets, monitoring and constant review of various
financial indicators.
Financial Division works as the backbone for Bank’s operations. The Division, which
reports directly to the President And Chief Executive of the Bank’s, has been
instrumental in preparation of Bank’s business plans and future stratigies.the
budgetary performances are constantly reviewed and trough a sophisticated “Monthly
Performance Report” (MPR) which is a computer based program, the Division
provides feedback to the senior management on strategic issues like reasons for
budgetary variances and methods to arrest negative performance factors.
Preparing the Bank’s Annual Accounts and coordinating external audits is a direct
function of the Finance Division. Through the dedicated efforts of staff at this
division, the Bank has been winning various awards for the Best Presentation of its
Annual Accounts and also the management has been able to monitor and review the
Bank’s performance in procreative manner.

AUDIT DIVISION

The Audit Division reports directly to the Board through the Executive Committee-
which are also the Audit Committee.
The Audit Division acts completely independent of the management and is
responsible for checking and reporting on the Management’s compliance with the
Board’s policies and directives, as also the Prudential Regulations and other directives
of the SBP. However, their role is not intended to be just that of fault- finding; but
also guiding and assisting branches in improving their operations.

POLICY FORMULATION AND PROCESS MEETINGS

At Bank Alfalah, policies as mentioned earlier, are been formulated at the


Executive level of the organization. Policies for any organization constitute a major part

28
in the overall long term functioning of the bank. In short we can say that policies and the
objectives are the lifeblood of the organization in long run. Though policy formulation is
in the prescribed hands yet the policies formulated by the top level have been very
successful as indicated by the success pattern of the bank so far.

Then these policies are transformed into the hands of the top-level management.
The top management is been suggested to make the policies implemented keeping in view
the long-term objectives of the organization. Also the views from the middle managers
and employees are encouraged as well for the purpose of removing flaws form the system.
For these very purpose meetings arte held almost weekly at the branches level and also in
case of any contingent dispute resolving the meeting scan be called at any time during the
branch timings.

POLICIES OVERVIEW AT BANK

Since the inception of Bank Alfalah Limited in 1997, by the grace of almighty, the bank
has moved rapidly in expanding its branch network and deposit base, along with making
profitable advances and increasing its range of products and services. It has made a break-
through in providing premier services at an affordable cost to our customers.

Managerial policies followed by the bank have a direct contribution in its success.
The Board and Management of the Bank have implemented strategies and policies to
carve a distinct position for the Bank in the market place. In a bid to satisfy Bank
Alfalah’s shareholders and valued clients, the management initiated the process of
realization of the Bank's vision by consolidating its financial position and creating a large
and diversified business base. Bank Alfalah has made notable progress in business
volume, efficiency, and profitability following its increased involvement in trade finance,
commercial lending, and foreign exchange and money market operation.
Major policies hat have been made and implemented at Bank Alfalah are: Consumer Banking Policy

Alfalah’s policy regarding consumer-banking policies includes the development


through the electronic consumer banking operations. Likewise, Bank Alfalah has created

29
a niche for itself in the marketplace. It is planning to introduce new consumer products
like credit cards, e-banking etc.

Lending Policy

Bank Alfalah pursues a conservative yet dynamic credit policy. This strategy has
enabled the bank to have a high quality risk portfolio. Bank prefers to finance exporters
because of less risk involved. Bank Alfalah manages the credit risk, liquidity risk, market
risk and other operational risks very efficiently. For this very purpose Bank Alfalah has
got an effective credit line proposals system to be sanctioned to the clients on demand.

Selection of Clients

Management is very selective of clients. All of the references are carefully


checked to learn about a potential client before establishing a relationship. References are
excellent sources of new accounts as they give an opportunity to learn about a potential
client before establishing a relationship. This policy helps in protecting the integrity of the
bank. It ensures good relationship with the clients.

Services and Product Polices

Bank Alfalah provides a vast variety of services to its clients. Some of those policies are
discussed below:

i. Credit Facility
In this service the loans are provided to the customers by the bank to meet revenue
shortfalls.

ii. Stop Payment Instructions


It is one of the most important services provided by the bank to its clients. In case the
account holder has lost his/her cheque he can issue the stop payment instructions to
the bank. The bank till further instructions will not honor the cheque.

30
iii. Deposits

The bank offers different types of Deposits to its account holders.

a. Alfalah Musharakah Saving Account


b. Current Account
c. Musharakah Time Deposits On PLS Basis

iv. Drafts, Telephonic Transfers, Pay Orders

These are the facilities that the bank offers its customers and, at times, to the people
who do not maintain an account with the bank, that is, ordinary people.

For offering these services the bank charges commission besides the government taxes
and duties.

Trade Department Policy

Bank Alfalah’s focus is on “Foreign Trade” as its primary market of business. It


maintains high emphasis on enlarging its Correspondent Banking network besides aiming
to enhance the scope and level of cooperation with existing correspondents. The Trade
finance department has efficiently done management of the changing trade policies by the
central bank over there.

Marketing Policy

Bank Alfalah inverts heavily for the marketing policies and orientation, for the publicity
of its new products/services. It uses television advertisements, newspaper as well as
various promotional schemes to attract customers. The Bank sponsors a number of

31
sporting and community development initiatives to play its part as a responsible corporate
citizen

Promotion and Incentives

Bank hires officers in range 1. Then depending upon their job performance they are promoted to
next range. More facilities and increments are given along with promotion. The bank gives a car facility to
the officers of range 5. Bank’s policy is to give cash rewards and salary increments for increasing the
employees’ satisfaction. Also with the expansion of the branch network growth in the current era, more and
more opportunities have been provoked not only for the young generation but also for the employees of the
bank.

Accounting Policies

Bank Alfalah has adopted almost the same accounting procedures that other financial
institutions are adopting at this time. These accounting procedures or Accounting
policies are made according to Generally Accepted Accounting Principles, the GAAP.
The process flow and the usage of the policies in the day wise routine are mandatory
for all the employees working in the specified departments at the branch.

Recruitment Policy

Hiring is mainly of two types i.e. direct hiring and promotion from lower levels.
Bank’s policy is to hire suitable candidates. By suitable candidates bank refers to
candidates having proper educational qualification, experience and background. It is the
policy of the bank that “President” of the bank will be the representative of major
stakeholders/owners. Board of Directors is representative of sponsors. Bank is reluctant in
making direct appointment of senior executives. EVPs are promoted from lower levels.
Every year Bank Alfalah opens its doors for about 30 fresh post-graduates to join the
prestigious ranks of Management Trainee officers with the Bank. The MTO scheme is a
highly competitive and sought after induction scheme, in which short-listed applicants

32
appear in a written test followed by a panel interview. Successful candidates then receive
comprehensive training in essential areas of branch banking at the Bank’s state-of-the-art
training facility at Lahore and Karachi, prior to their posting at various branch locations.
Preferred educational background for entry into the MTO scheme includes an MBA
degree, MA Economics or M.Com from reputable Pakistani or foreign institutions with
GPA of 3 plus, or equivalent. Strong personal character, as well as communication and
interpersonal skills are essential pre-requisites to succeed as an MTO.

Training and Development Policy

Bank Alfalah’s policy is to take special interest in recruitment and training. This
training is been given in two instances, i-e, the Off-job training and the On-job Training.
To impart technical skills to its staff “Training and Development Center” offers programs
in several skill areas. Its employees attend seminars and courses offered by “Institute of
Bankers”. Alfalah also offers various computer-training courses to its employees. It is
obligatory for each staff member of the bank to attend a minimum number of training
courses during the course of a year. Wherever the Training Department is unable to
provide focused training for certain groups of staff, reputable external training providers
are invited to fill the gap

Quality assurance services

Service excellence is one of the priorities of Bank Alfalah. A separate quality


assurance department is to be established as well very soon for the removal of little flaws
that are still prevailing at some of the branches regarding facilities for the consumers. The
focus of the bank is to develop new areas of activities along with traditional banking
activities of resource mobilization and credit disbursement.

Growth Policy

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Bank Alfalah emphasizes on growth along with providing best quality customer
service. Bank’s policy is to maximize the synergies of branch network through optimal
allocation of financial, human and other resources to compete in the marketplace.

Liquidity Policy

Bank Alfalah maintains positive and healthy liquidity. Bank’s policy is to keep
surplus liquidity in fixed income securities issued by the Federal Government of Pakistan.
If necessary it can be easily converted into cash.

Investments Policies

Bank Alfalah investment policies are based on federal and provincial securities,
debentures, and participation term certificates treasury bills and blue chip share of joint
stock companies.

Job Satisfaction

Job satisfaction is the major important factor to be considered while evaluating any
organization. To evaluate an organization’s strength and repute in the industry, job
satisfaction is the key factor as well like that of growth and development in the monetary
terms.

During my internship program, I observed being in touch with most of the employees
over there, that all the employees are working with devotion that is the basis for job
satisfaction. In addition all the employees are satisfied with the working ambiance, with
the salaries and with the increments and promotions. Only thing to be mentioned out over
here is the workload and the employee timings for their job. Some of the employees are
over burdened with the work. But that does not impact the overall job satisfaction of the
organization. Bank takes much care of its employees because they are precious assets of

34
it. Bank celebrates birthdays of all employees, arrange trips and give them opportunity for
recreation and enjoyment.

Bank hires officers in range 1. Then depending upon their job performance they
are promoted to next range. More facilities and increments are given along with
promotion. The bank gives a car facility to the officers of range 5. Bank’s policy is to give
cash rewards and salary increments for increasing the employees’ satisfaction. Also with
the expansion of the branch network growth in the current era, more and more
opportunities have been provoked not only for the young generation but also for the
employees of the bank. At Bank Alfalah the employees are very much satisfied with the
job and the overall working conditions of the bank, so in due response, the bank is
enjoying high efficiency in managing the time delays in reporting and working operations.

35
ADMINISTRATIVE/MANAGEMENT STYLES

Management at Bank Alfalah Ltd. is very much keen towards maintaining the
decorum of the cooperative culture within the organization and also with the clients of the
bank. The way managers treat the employees and an operative is outstanding at bank
Alfalah. This is the reason why each and every employee is pretty much satisfied with the
job.

MANAGEMENT STYLES

Management must have to adopt some administrative style to get all the activities
to be done effectively and efficiently. As far as the management styles at Alfalah Bank
are concerned, there is both centralization and decentralization to some extent.
Management must adopt some administrative style to get all the activities done effectively
and efficiently. As far as the management style at Bank Alfalah Limited Township
Branch is concerned, there is centralization to a certain extent and decentralization in
some other areas.

Management refers to the universal process of effectively and efficiently getting


activities completed with and through other people. It is a process by which certain basic
functions, that are planning, organizing, leading and controlling, are performed to
achieve the desired objectives of the organization. These functions are being performed at
three levels in Bank Alfalah.

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• Managerial level

Administrative style of Branch Manager is authoritative. His authoritative style is


the requirement of administration. For the implementation of strategies and getting
all the activities to be done properly with an organized environment, unity of
command was the requirement of the time. In his absence, I observed the
environment of uncertainty and deregulation in the bank to a little extent.

• Department Head level

Department heads are responsible for the overall operations of the department
assigned. There is a sign of good delegation of authority for decision-making in
Alfalah Bank at this level. Department managers always ask his subordinates
before referring the solution to a problem to the Branch Manager. So at this level
employees are very much contended to their work.

• Staff level

At the staff level, as employees are satisfied to the work assigned and authority
structure, so management at this level is concerned to the decisions of the
department heads level.

IMPACT OF MANAGEMENT STYLE ON EMPLOYEES

Management styles have a great impact on the overall working of an organization.


The key issues, which can arise due to strong authoritative actions by the management,
can be of the following nature:

37
o Absenteeism
o Irresponsible behavior
o Coordination
o Reporting time delays
o Turnover

But at Bank Alfalah Ltd. these issues have never been provoked till now. This is due to
the fact that employees have been given equal importance as been given to high level
operatives. The following important aspects need consideration.

• Motivation

The term motive implies action to satisfy a need. Motivation can be


defined as a willingness to expend energy to achieve a goal or a reward. The
management styles adopted by the bank affect greatly, and employees are
motivated in order to enhance their performance and achieve the derived goals.

• Morale and Productivity

The employees of the bank possess high morale, and thus exhibit high
productivity. The employees are happy and are also productive workers. Job
attitudes and morale are quite positive for two reasons. Firstly employees gain
social satisfaction from interactions at the work place. Working conditions and
supervision are good; secondly high morale results from high motivation to
produce. In other words we can say that management should put its eggs in the
basket that creates a high-motivated work force.

38
• Job efficiency and satisfaction

Consequently the overall impact of the well-equipped management styled


organization is the job efficiency and job satisfaction. At Bank Alfalah the
employees are very much satisfied with the job and the overall working conditions
of the bank, so in due response, the bank is enjoying high efficiency in managing
the time delays in reporting and working operations.

THE STRATEGICAL HIERARCHY

The Strategic management model provides a conceptual basis for applying strategic
management. Alternate strategies that an enterprise could pursue can be categorized into 4
actions:

• Integration Strategies
• Intensive Strategies
• Diversification Strategies
• Defensive Strategies

Integration Strategies:

39
Forward integration, backward integration, and horizontal integration are
sometimes collectively referred to as vertical integration strategies. Vertical integration
strategies allow a firm to gain control over distributors, suppliers, and/or competitors.

Intensive Strategies:

Market penetration, market development, and product development are sometimes


referred to as “intensive strategies” because they require intensive efforts to improve a
firm’s competitive position with existing products.

Diversification Strategies:

Concentric, horizontal and conglomerate are some of the strategies, which are
inculcated under the head of diversification strategies. Overall, diversification strategies
are becoming less and less popular as organizations are finding it more and more difficult
to manage diverse business activities.
Defensive Strategies:

Another way to pursue strategies is through the defensive way, which includes
joint venture, retrenchment, divestiture and liquidation strategies.

40
WORK DONE BY ME

I was been assigned by our department, Bank Alfalah Ltd, Garden Town Branch,
Lahore as my internship organization. There I worked for about eight weeks.

I worked in three departments. I started up with account opening (operations),


where I worked for about three weeks and learned about different types of accounts, and
how to open a new account, etc. I was working under the supervision of the Manager
Operations, Mr. Raheel Yaqoob at my internship in that department.

After working in Operations, I was moved to Credits, where I learned that how
finance is advanced to the clients and different types of facilities the bank is providing to
its customers. There I worked for about two weeks with Mr. Ateeq-ur-Rehman Sidu
officer of CAD Department Mr. Ahmed Moin Lodhi officer of car Finance Department
and under supervision and training of the employees working as the finance officers as
well.

Garden Town Branch has got a wide range of excellent services departments been
supervised under the best ambiance and a very well educated staff. The following list is
showing the main departments at Garden Town Branch
• Operations Department
• Agri Finance Department

41
• Car Finance Department
• Accounts Department
• IT Department
• The Credit Administration Department

Now, I am going to discuss the six departments with which I was in touch during my
internship program. That is, the Account Opening department, the Remittance department
the car finance department, the Accounts department and the Credits department.

THE ACCOUNT OPENING DEPARTMENT


Borrowing funds from different sources has become an essential feature of today’s
business enterprises. But in the case of bank borrowing funds from outside parties is more
vital because the borrowed capital of a bank is much greater their own capital. Banks
borrowing is mostly in the form of deposits. These deposits are lent out to different parties
such deposit creation is done through open an account in the bank.

The department that is responsible for opening and closing an account assumes
immense significance and holds a central place in the basic banking operations. The
Account opening department was the very first experience of my practical life being
working with a bank, during my internship with Bank Alfalah Ltd.

This department is the best way to start with the banking career or training. This is
because the ways you deal with the customers give a lot exposure to you for the coming
days in banking because the bankers are always in contact with customers as customers
are the biggest source of assets for the bank. I really enjoyed my stay at this department as
I got to interact with the customers directly for the first time. I was given under the
supervision of Mr. Naveed Khalid, who is the Incharge of Accounts Opening.

42
During my stay at this department I got to fill the forms of individuals who wanted
to get their accounts opened at Bank Alfalah Limited, fill the cheque and deposit slips of
customers who were not literate enough or needed instructions, and I also got the
opportunity to give advice to the customers regarding the requirements of account
opening and the benefits of opening an account with Bank Alfalah Limited.

Working with the Accounts opening department gave me a lot of courage as it


taught me the way that you should deal with the customers of the bank. Now coming
towards the documentations, stuff requirement at this department for the accounts opening
process.

Types of Account
♦ Current Account.
♦ Saving Account.
♦ Notice Deposit.
♦ Term Deposit.

• Current Account

The current account is the most common account and the most preferred amongst
business concerns. The theoretical explanation for this would be that they can function
more efficiently but since in reality there are no restrictions on any withdrawal. The only
reason we can think of is that current account facilitates online banking which saves time
to a considerable extent. No interest is being credited to the customer’s accounts that are
maintaining the current accounts with the bank. Current account enables the client to do
cash transactions in a more efficient manner.
There is no interest on these accounts. It is only for transaction purposes. They paid on
demand. Where a banker accepts, paying all checks drawn against him to extend of the
balance in the accounts. As there is no profit paid on this account, it is also called
checking account because cheque can be drawn on it. Current account is mostly opened

43
for business. The minimum balance requirement for opening the current account is Rs.
10,000.

• BASIC BANKING ACCOUNT:

• Initial deposit for account opening is Rs. 1,000 with no minimum balance
requirement.
• Non interest bearing checking account.
• Maximum 2 deposits & 2 withdrawals through cheque are allowed.
• Free debit card can be used to withdraw cash and make purchases at thousands of
outlets across Pakistan which provides access to funds 24 hours a day.
• No restriction on ATM withdrawal.

• The PLS Savings Account:

The purpose of this account is to introduce the habit of saving individuals in the
neighborhood. The profit on saving accounts is paid on the basis of profit and loss sharing
at 2 % per month. The minimum balance requirement for opening the account is Rs.5000.

The PLS savings Account is meant for those people who have got an aptitude
towards earning some profit on their amount deposited for sometime with the bank.
Individuals who wish to earn profit/interest on their investment normally maintain the
profit and loss sharing account but in order to earn interest the client is required to keep
his/her deposits with the bank for some time. For this purpose, there are some restrictions
on withdrawal of money from a Profit and Loss sharing account but in general banking
practice there is no restriction on any with drawl from a Profit and Loss sharing account.
The interest/profit is paid half yearly.

44
• NOTICE DEPOSITS

Notice Deposits are kind of fixed deposits. The minimum balance requirement for
opening the account is Rs. 5000 and payment is drawn on maturity of the specific period.

NOTICE DEPOSIT IS OF TWO TYPES.

♦ One for which a prior notice of 30 days and is required from the customer before
withdrawing deposited amount and for which rate return is 4.00%.
♦ Second for which a prior notice of 30 days and above is required from the customer
before withdrawing deposited amount and for which the rate of return is 4.50 %.

• TERM DEPOSIT

A term deposit is a deposit that is made of a certain period of time. At the end of
specific period the customer is allowed to with draw the principal amount. The rate of
return of this account varies from 3.25 % to 6.50 %. The term deposit account varies from
one month to 3 years and the minimum balance requirement is Rs. 50,000.

PROFIT CALCULATION METHODS

DAILY PRODUCT BASIS


Deposited Amount × Rate of return
365 (No. of days in a year)

AVERAGE MONTH BALANCE


Sum of daily end Balance × Rate of return

No. of days in month

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MINIMUM MONTH BALANCE

Any minimum balance during the month is taken for calculating profit

SAVING A/C (05 DAYS _ MINIMUM MONTHLY BALANCE).

Minimum Balance of first 5 days is compared to the minimum balance of the


minimum balance of remaining 25 days. Less balance is calculated for profit.

The amount of profit is given to deposits in three ways:

⇒ Cash payment (only in case of term Deposits). Or as per customer


requirement.
⇒ By sending bank draft to depositor’s home address or officers or whichever
is specified as mailing address.
⇒ The depositor’s account is credited at maturity.

Amount of Deposits & Other Accounts in 2008

Fixed Deposits…………………………………. Rs.88.851 billion

Saving Deposits………………………………... Rs78.893 billion

Current Accounts. ………………………………Rs58.234 billion

Others……………………………………………Rs. 3.616 billion

Financial institutions

Remunerative Deposits…………………………. Rs. 9.892 billion

Non-Remunerative Deposits……………………..Rs. 0.021 billion

Particulars of Deposits & Other Accounts

In Local Currency………………………………… Rs. 214.824 billion

46
In Foreign Currencies……………………………. Rs. 24.685 billion

Total Deposits………………………………… Rs. 239.509 billion

The main document in this department is, of course, the Account Opening Form.

Particulars at the Account Opening Form:

In the account opening form the client is required to provide the following information.
The first part establishes the currency in which the account is to be maintained / operated.
The currencies include

o Pakistani rupee.
o U.S. dollar
o Pound sterling
o Euro

The second part then establishes the preference regarding the type of account to be
maintained. The various choices offered are

o Savings account
o Current account.
o Royal profit

47
For the chequing account, there are different types of account holders are required for all
these types of account holders. The operation/procedure requirement that is needed for
“Individual Account” differs greatly from the “Joint Accounts” proprietorship A/C,
Partnership A/C, Private Limited Company A/C and Public Limited Company A/C.

Now, during my internship at the Account Opening department at Bank Alfalah Ltd.
Garden Town Branch, I found out the following documentation and writings are required
in order to open an account with us:

 The first thing mentioned at the account opening form is the Title of the
account. Title of the account is to be written in block letters. By title of an
account we mean the name (either of the individual or of the business concern)
with which the account is to be opened and operated.

 The client is supposed to provide the information whether the account would
be maintained singly (only one person operates the account) or jointly (two or
more than two persons maintain the account).

 The name of the person who intends to operate the account.

 Provision of either Father’s or the Husband’s name is also a pre-requisite.

 Occupation of the prospective account holder.

 The name and complete address of the employer.

 Nationality of the Account opener

 Country of residence is to be specified.

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 Contact numbers both the cellular and the landline numbers are to be provided
in addition to the segregation of the residential and the office phone as well.

 The national identity card, of course is an integral part of the account opening
application.

 Passport number, if the prospective client has got one.

 Another requirement is the date and place of issue of the national identity card.

 The prospective client also has to provide the name, address and relationship
of any one of his/her close relatives in order to facilitate the communication
problem. The clients often have a misconception that there next of kin might,
if some peculiar circumstances arise, get the profit out of his account but this is
not the case. The name and address of a close relative is only recorded in order
to undertake necessary communication when needed.

 In case of a business concern there are two more things that are to be provided
by the business.

 Type of organization

 The various types of organization which are present in Pakistan at present are:

 Public Limited Company


 Private Limited Company
 Partnership
 Association/Club/Society

49
 Sole-Proprietorship

 Some special documentation is also required like the certifications regarding


the incorporation and commencement of business and the Form 29. The
business concerns also have to give their full name, brief description of the
business, date of incorporation, and place of incorporation, national tax
number, telephone number and fax number.

 The choice of either the deduction or non-deduction of zakat also needs to be


highlighted. Zakat is deducted out of a Musharakah savings account and not in
the case f the current accounts...

 Details of other accounts maintained with other branches of Bank Alfalah Ltd.
or other banks are also to be given.

 The name, signatures, and account number of the introducer is a very essential
prerequisite in order to facilitate the opening of an account. The introducer is a
person who already has an account in the same branch. It can also be a person
from the staff of the branch as well. This introduction is the mandatory
requirement in order to open an account in order to trace out the defaulter in
case of defaults.

 Then the client also has to put forth the instructions regarding as to whether
the account would be maintained on the basis of ‘either or survivor’, ‘jointly’
or ‘any one of us’.

 After this three signatures of the client are needed and if it is an account of a
business concern then the rubber stamp of the company/organization is also
needed below the three signatures.

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 In case of a joint account all the persons unanimously might give the right to
operate the account to one person. This right is also termed as mandate for
joint account. If the mandate is given to a person all join account holders must
sign as an evidence of their approval. The names of persons are written on the
title of A/C and on S.S. card.

INDIVIDUAL ACCOUNT

Any individual or proprietor of business can open an individual account at BAL.


PLS (profit and loss sharing) saving accounts can be opened with the minimum balance
Rs. 5000/- with expected profit rate is 2% on Rs. 25,000 or above. Following
requirements has to be fulfilled for this account.

 Signature of customer on back of AOF.


 Mention next of kin (nominee)
 Name and A/C # of introducer.
 Verified sign of introducer.
 Customer signature admitted by officer.
 N.I.C photocopy attached.
 Letter of thanks.

JOINT ACCOUNT

When different people want to or need to share a single account it is called joint account.
The names of persons are written on the title of A/C and on S.S. card.
Joint A/C cannot be opened by single person. Both persons have to sign on cheque. When
two or more person neither partner nor trustee open account in their name is joint account.

REQUIREMENTS

51
 Sign of both customers on back of AOF
 Sign on joint A/C # mandate
 Name and A/C # of introducer
 NIC copies of both members.
 Mode of operation.

In case of account opened by a business concern there are some documents that are
needed to be attached with the account opening form. The details of these documents are
given below.

Limited Company:

 Copy of certificate of incorporation


 Memorandum and Articles of Association
 List of Director’s
 Copy of the board resolution
 Certificate of Commencement of Business
 Copies of CNICs of Director’s
 Latest copy of Form-29

Partnership:

 Partnership deed certified copy


 NIC photocopies of all partners.
 Partnership mandate for account signed by all the partners
 A letter duly signed by all the partners containing the operating instructions of the
account also has to be taken.

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Club/Society/Association:

 Copy of rules/ by-laws


 Copy of registration (if applicable)
 List of Executive member management committee/management board etc
 Certified copy of Resolution
 NIC of all members of the management body

Sole Proprietorship / Individual:

 NIC/ Passport photocopy


 Letter from Proprietor confirming “sole proprietorship”

Term and Conditions Governing the Account

Account

(I) Each Account will be allotted a distinctive number, which should be quoted in all
correspondence with the bank relating to the account.
(II) The account should be subject to the applicable laws of Pakistan and prevailing
rules, regulations and directives of the State Bank of Pakistan.

Minimum Balance

Subject to the regulations of State Bank of Pakistan, the customer should maintain a
minimum credit balance in the account as may be prescribed by Bank from time to time.
The bank reserves the right to close the account after giving 14 days notice if the
customer fails to maintain the required minimum balance in the account.

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Deposits

(I) All deposits in the account should be accompanied by pay in slip showing the correct
title & account number to be credited.
(II) If the amount indicated on the deposit slip differs from that “later cash account” the
banks count shall be final and conclusive.
(III) Proceeds of a cheque deposited in the account for collection will be value dated after
receipt of the proceeds thereof.
(IV) In receiving cheque/instruments the bank acts only a collective agent of the customer
& assumes no responsibility for the realization of such cheques/instruments.
The bank may refuse to accept such cheques/instruments drawn in favor of third party.
The customer shall not draw against unclear cheques/instruments though credited.
(V) The bank shall recover return cheque charges at the rate fixed by the bank by
dividing the account on every cheque deposited for collection and return unpaid.
(VI) The bank is realizes the services of other bank, customer do so for account and the
sole risk of the customer. The bank assumes no liability should the instruction is transmits
is not carried by such banks.
(VII) The bank shall not be responsible for the delay or loss in transit of any cheque not
for any act, omission, neglect, default, and failure of any correspondent bank, agent or sub
agent or for any reason beyond the control of the bank.

Withdrawals

(I) Withdrawals from the account shall only be made by using cheque books supplied
by the bank at the request of the customer. The bank reserves the right to withdraw
cheque book facility without notice if in the opinion of the bank the account is not being
maintained or operated in accordance with these terms and conditions or for any other
reason.

54
(II) The customer shall exercise care when drawing cheques and agree that cheques
will not be drawn in a manner which may enable a cheque to be altered in a manner which
is not readily detectable.
(III) The customer shall ensure safe keeping of the cheque book and shall not allow
access to the cheque book to any unauthorized person. In case of loss or theft of the
chequebook or any cheque leaf, the customer will inform the bank, if he will not then he
will be himself responsible for any loss.

Minor’s Account

In respect of an account opened in the name of a minor, the bank shall be entitled to act
on the instructions received from the guardian name on the account opening form,
irrespective of whether the minor account holder continues to be a minor or not unless the
bank receives written instructions from the guardian or a notice to the contrary from an
appropriate authority.

Statement of Account

The bank shall quarterly or at such other interval as it may deem fit send to the
customer statement of account and the customer shall check the entries made therein. In
case of any discrepancy or error in the statement of account, the customer will notify the
bank within 14 days of receipt of the statement.

Hold Mail Facility

Upon written request of the customer, the bank may in its sole discretion provide a
hold mail facility. The customer hereby waives his right to question any detail appearing
in the hold mail communication or statement of account irrespective of their actual
receipt. The customer accepts all risks and responsibilities in this regard.

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Stop Payment Instructions
The bank may, in its absolute discretion, accept stop payment instructions from customer
if a cheque is reported lost or stolen, provided the necessary details of the lost/stolen
cheque given by the customer.

Death of a Customer

In case of death of individual customer, the bank will permit no withdrawal from that
account after receiving notice of customer’s death, except on production of a succession
certificate or other court order from a court of competent jurisdiction.

Now, there are some documents that are always there with the account opening
forms. These things need to be filled in by the customers efficiently and carefully. These
are:

 Signature Specimen Card.


 Cheque Book Requisition.

The Signature specimen card basically contains information that is basically a


repertoire of information given in the account opening form, but in this card the client
vividly puts his signatures as a specimen, which are scanned and stored in an intelligent
terminal for future use and reference.

The Cheque Book requisition basically serves as an application to issue a


Chequebook. The client also fills it up and submits it along with the account opening form
as a result of which he is issued a Chequebook once his account is approved. As regards
the Chequebook one of the most important entries in a Chequebook requisition is the

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series number of Cheques that correspond with the numbers of the cheques contained in
the Chequebook issued to the client

Procedure of Opening an Account

 The Account Opening Form:

When a client comes to the bank, and makes a request for opening of an A/C. The
officer says that first fill up a prescribed application form. If he/she wants to open
a PLS A/C, then he/she has to fill a form according to the account.

 Completion of The Form:

The name, occupation, and complete address of the person opening the account
are written in the columns are provided in the form. One signature of the person is
taken on the face of the form and one is taken on the backside. These signatures
should be usual signatures and he would operate the account with them future.

 Introduction:

The introduction of a current account holder is accepted for the opening of either a
current account or a solving account. The introduction of saving bank account is
accepted only for saving bank accounts. The signature of the account-holder
introducing the account is obtained at the place provided for in the account
opening form.

 Specimen Signature Card (S. S. Card):

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It is card on which specimen of applicant’s signature are taken for future
reference. Every time a cheque is presented for payment, the signature on the
cheque is verified by comparing it with S.S Card. In case of joint account two
applicants can sign on one SS card. In case of more than two joint account holders
more than one SS card are required.

 Account Number:

As now a days Bank Alfalah has acquired centralized banking system where all
the branches are directly connected to Head office. When customers give all the
information about him, this information is entered into centralized data base.
When this procedure is completed, the system automatically generated the account
number of that customer. Due to this system the process of account opening
becomes fast and also there is no chance of any mistake.
The account numbers of various accounts start with the following series

Account title Account number


Current account 01
Saving account 02
Royal profit account 029
Term deposit account 03
Car finance account 0191
Agri finance account 0141

 Issuance Of Cheque book:

After opening an A/C with the bank, the A/C holder once again makes a request in
the name of bank for the issuance of a chequebook. The A/C holder mentions title
of A/C, A/C number, sign it properly and mentions the no of leaves he requires.

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Normally BAL issues a chequebook having at least 25 leaves. Every chequebook
also contains one leaf that is used for another issue of a Chequebook

 Bank Alfalah issues the following chequebooks.

o Saving account - 25 leaves


o Current account - 50 leaves
o Current account - 25 leaves
o Foreign currency $ - 10 leaves
o Foreign currency £ - 10 leaves
Loose cheques are also issued in some cases.
 Entry Of cheque book:

Before issuance of a chequebook, the employee performs certain functions. They


include:

o Stamping every leaf with specific A/C number.


o Enters it in the chequebook issue register.
o Check whether or not a senior officer has verified the signatures, if no then
first he gets them verified.
o If the check book is of photo account then be sure that each and every leaf of
cheque book should carry photo account stamp

After entry in the manual register, the employee issues the chequebook to the A/C
holder after his/her signature on the register.

 Filling Of Account Opening Forms:

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For current and saving account, separate files are maintained in which the forms
are pasted or punched in numerical order and kept under lock and key in fireproof
steel or safe. This is because these forms are the basic documents of the contract
with the customer.

 Maintaining the Computer Record:

After opening of account, all information regarding the account is entered into the
computer. Currently, a program named Bank Smart is being used for this purpose.
Record of all the transactions regarding the account of a customer is kept updated
in the computer.

Procedure Followed In Order To Close An Account:

Now, coming towards the procedure for the closing of an account at Bank Alfalah, the
following steps will be followed.

 The client who wishes to close an account first has to give an application, duly
signed on the pre-printed application of the bank. The client has to attach this
application with the liability form (explained below). The client can also give
an application on a plain paper, but correct signatures are very necessary.

 Then it has to be made sure that if the account to be closed is a saving or Royal
Profit then the account balance before closing should be zero. In case of these
two types of accounts the bank does not take any closing charges. If a client
wishes to close a current account then the bank charges Rs.150, so at the time
of closing the balance should be Rs.150.

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 Along with the application to close the account client’s Chequebook is also
received from him and then it is destroyed in order to prevent any misuse in
the future.

 A liability form is filled and sent to the Credit Department in order to Cheque
that the customer does not owe the bank a single penny in any regard. A debit
voucher and a credit voucher are also attached to the liability form.

 When the Credit department approves that the customer does not owe any
money to the bank and the form is returned to the account opening department
then the original account opening form pasted in the ledger when the account
was opened is marked ‘account closed’ along with the date on which it is so
marked. One thing has to be taken into immediate consideration that the
account number allotted to the client (who has closed his account), after
closure of the account becomes useless and is not allotted to any one in the
future.

 After approval of the liability form, it is sent to the Cash Department so that
the officer who scanned it in the first place could return the specimen signature
card to the account-opening department.
 Once the S. S. Card is received back from the concerned official then the
liability form, the client’s application along with the specimen signature card
is pasted in the ledger right along side the original account opening form. The
form has to be pasted with the original account opening form even if the
account was opened a decade ago. In the computer as well all the entries and
records related to that particular account is permanently deleted by using the
‘close account’ option.

Important Documents Used In the Account Opening Department

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 Liability Form

This particular form is used when an account is to be closed. The staff of


account opening department, after filling in the name and account number of
the client forwards this form to the credit department and the trade finance
department who upon receipt of such liability form make required scrutiny so
as to check whether or not the customer owes some money to the bank or not.

 Account Statement Request Form

This small form is used to request for the account statement for the desired
period. The client gets this Performa from the account-opening department
and then, after filling it up, gives it to the computer section that gives the
statement to the client in printed form.

 Vernacular Form

This form basically functions as a thank you letter (and also as a request) on behalf
of the customer if he wants to operate his account by doing signatures in a
language other than that of English. In this particular form the client gives his
assurance in writing that he would indemnify the branch against any loss that may
be caused by reason of his signing in a language other than that of English.

 Issuance Requisition

This requisition is used by the staff to order for any thing (e.g. stationary) they
need. They write the type and quantity of the stationary they need, get it signed by
the Manager Operations, give it to the person in-charge of issuance of stationary
who on receipt of this requisition (duly signed) issues the stationary.

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 Debit And Credit Vouchers

These two vouchers are basically used when an account has to be closed. The
debit voucher shows as to how much amount has to be taken from the client’s
account and the credit voucher shows as to how much amount has to be credited as
Bank’s income, in order to facilitate the account closing process.

 Application To Close The Account

This is a pre printed application of the bank in which the client fills in the account
number, the title of the account and the type of account and requests the branch
manager to close his account with the Bank.

 Application To Change The Address

This is again a pre printed request form in which the client fills in his name,
account number, telephone number/s and the new address so that he could
communicate with the bank and receives all the notices, statements and other
necessary document which the bank might send through mail depending upon the
circumstances.

Discrepancies:

If there is fond any discrepancy in any of the following particulars then the form will not
be entertained:

1. Date of account opening 13. Hold Mail


2. Account opening Approval 14.Either or Survivor Instructions
3. Customer Name 15. Next of Kin Information
4. Joint Name (in case of joint account) 16. Proof of Guardianship in case of

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Minor’s Account
5. Mailing Address 17. Thirty Party Mandate
6. Alternate Mailing Address 18. Specimen Signature Card
7. Telephone Number 19. Check Book Ordered
20. Introducer’s Name and Account
8. Nationality
number
9. NIC / Passport 21. Introducer’s Signature Verification
10. Currency of Account 22. Segment Code mentioned
23. Signature on Bank’s Terms and
11. Related Account Information
Conditions
12.Zakat Deduction Authorization 24.Account Type

My experiences during internship in Accounts Opening Department:

During my internship at Bank Alfalah Ltd, Garden Town Branch, my experience was very
good while working in the said department that is the Accounts Opening Department.
This was the first ever experience of my life regarding working in any professional
environment with practical people working around.
Mr. Naveed Khalid (Incharge of Account Opening) was very much keen in telling me all
the details of all the workings of that accounts opening department. I was being
supervised by sir Naveed at that critical time who was a very ebullient person and make
me lighten up to a greater extant. Being a former PU student, university fellow and
admirer of Hailey College of Commerce, he went very supportive to me. He was also very
hardworking and supportive type of a colleague to me. He taught me each and every thing
that can happen in the accounts opening department also direct me about the procedures
of other banks dealings. Whenever he was busy in doing a work regarding the accounts
opening things he never forgot to tell me what he is doing and what is the purpose of
doing that thing.

During my stay at the accounts opening department, I got a chance to open some accounts
after the approval and due verification from my supervisor Mr. Naveed Khalid. He told all
the stamps, which have to be incorporated in the account opening form, to me. I did
mistakes as well while opening of accounts regarding stamping at the correct place and

64
writing account titles. But he never ever said a word to me regarding that. This is the
thing, which I observed that employees at Bank Alfalah are very cooperative and
supportive. This is the reason why the customer satisfactions provoking all along in the
branches of the bank.

Remittance Department
Remittance department comes under the category of the ‘Domestic Banking’. By
remittance we mean transfer of money from one city to another. Hence this department
deals with the transfer of money using different mode from one place to another.

PARTIES TO A REMITTANCE

• REMITTER
One who make a remittance. He comes to the issuing or originating branch, ask for a
remittance to be made, and deposits the money to be remitted. The bank charges
him for the remittance. He may or not be the bank’s customer.

• REMITEE
Also sometimes called the beneficiary, or the payee (the person to whom the
remittance is made/ the one who receives the payment.)

• ISSUING BANK
The bank that affect the remittances, through the Demand Drafts, Telegraphic
Transfer, or Mail Transfer.

• PAYING BANK
Also known as the drawee branch (The branch on which the instrument is drawn. It
has to make the payment). Usually located in a different city or country.

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PRINCIPAL DUTIES: -

The principal duties this department is performing are as follows

1. Pay Slips
2. Pay orders
3. Demand Drafts (DD)
4. Rupee Travelers Cheque (RTC)
5. Money Gram

DEMAND DRAFTS

Demand Drafts (DD) are a bill of exchange. It is an instrument in writing signed by the
banker containing an unconditional order to pay certain amount to or to the order of
certain person for payment on demand or otherwise as future determinant time. If it is
made through cheque than it is necessary that person must be account holder while in case
of cash any person can make. It consists of four copies.

1) Original copy which is given to account holder.


2) DD advice is sent to the central branch.
3) Third copy is for reconciliation.
4) Last copy is sent to head office for reconciliation.

PURPOSE: -

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AS THE NAME SUBJECTS DD IS MADE ON THE REQUEST OF THE CUSTOMER (WHICH MAY OR MAY NOT BE

THE ACCOUNTHOLDER OF THE BANK) IN FAVOR OF ANOTHER CUSTOMER OR PARTY IN SOME OTHER

CITY. THUS IT IS A MODE OF PAYMENT USED BY ONE CUSTOMER TO PAY ANOTHER WHO MUST BE

RESIDING IN SOME OTHER CITY.

PAYMENT

PAYMENT OF DD CAN BE MADE THROUGH ALL MODES I.E. TRANSFER, CASH, CHEQUE COLLECTION (ALL

BRANCHES IN PAKISTAN) ETC.

RECORD

No manual record of the demand draft is kept; only the record is saved in the computer at
the time of making the demand draft.

DD APPLICATION SLIP

On the DD application slip enter the


Date
Branch name draft no. (which is entered after the computer entry)
In favor of (the name of the person or party)
Drawn on (the city name and the branch code of BAL )
Amount in words as well as in figures
Commission charged is entered
Signatures of the applicant are taken
Then it is signed by the in charge remittance and the customer deposits the money
against this slip.
The DD slip is available with the attached forms.

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Scrutiny Of application Form:

There should be our bank’s branch at the place where payment is desired to be made.
Full name of the payee should be mentioned.
Amount in words and figure should not differ.
Purchaser’s name address and telephone numbers are complete.

COMPUTER ENTRY

In the system enter into the ‘DD’ section then enter the
• Name of the person who is being favored
• Branch code at which draft will be drawn
• Bank code of that branch
• Name of the person to whom the draft is being issued
• The account no of the issues (if he/she has an account with our branch)
• The total amount of the demand draft is entered
• The commission charged is entered (computer usually perform this job
automatically)

Entry of DD:

Entry in BAL GTN branch

Yellow slip

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DD Payable credit

H.off debit
---------------------------------------------------------------------------------------------------

Entry in H.off Karachi branch

H.off debit

DD credit
---------------------------------------------------------------------------------------------------

Issuance Pink Slip

H.off credit

DD debit
-------------------------------------------------------------------------------------------------------

Entry when customer will draw amount from DD

DD payable debit

Customer credit

--------------------------------------------------------------------------------------------------------

----

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The DD number appears at the end which is entered on the ‘demand draft application
form for record purpose.

Now press yes for the print of DD, which is in two, parts both are given to the customer.
When the computer record has been saved now the advices are made in the favor of the
bank on which DD will be drawn. The advices for BAL branches are sent directly to that
branch through mail.

PAY ORDER

Pay order is also a bank instrument a bill of exchange. The pay orders are usually used for
the payment within the city. The pay orders issued from one branch of bank can only be
drawn at the same branch, that’s why it is generally referred to as Banker’s cheque.

There is a separate slip for the pay order application. All the procedures for the pay orders
are similar to the demand drafts except the charges and the record keeping which are
given below

RECORD KEEPING:

The record of the pay orders is kept in both the computers and manually in registers. The
computer record keeping system is similar to that of the demand drafts. Where as in
register you enter the

• Date on which the pay order is issued.

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• Pay order number.
• Payee, to whom the pay order is being issued.
• Amount of pay order is entered then the officer signs it.
• Date of the payment and the remarks are taken.

Entry of issuance “pay order”

Customer debit

Pay order credit


------------------------------------------------------------------------------

Entry when customer get amount from “pay order”

Pay order debit

Customer credit

---------------------------------------------------------------------------------

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Following are the parties to a pay order:

i) Purchaser: Is a person, firm, company or local authority

ii)Issuing / paying branch: this issues / pays on presentation.

iii) Payee: is a person named therein.

PAY SLIPS
The bank for the settlement of its own payment uses this instrument.

There are no charges for the pay slips. They are used to meet the miscellaneous expenses of the bank. The
pay slips can only be drawn on the same branch of the bank. No manual or computer record of the pay slips
is kept. Only the record of the counter file of the slip is maintained as a record at the bank of which two
signatures of the beneficiary are taken.

On the pay slip


Enter the name of the party as ‘Messrs’
The reasons of payment i.e. repair, releases of security etc are written as ‘on account
of’.
Signs and stamp of the beneficiary are taken.

The payment of the pay slips can be made through any of clearing, transfer (same city branches), cheque,
and cash. Collection (all branches within Pakistan) the pay slips can issue to both minors and majors. On the
slip the signatures of two authorized bank officials are must.

RUPEE TRAVELERS CHEQUES

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These are the banks instruments issued to only major account holders of the bank. TC’s
are issued to the facilities the customers during the travel.

There are the three copies of the travels cheque application. The white copy, which is also
known as ‘agreement’, remains with the customer with the agreement at the back of it.
This copy is must to be shown lost for the reimbursment. The yellow copy is for the
record and the blue one is for the head office.

According to the government policies only the RTC’s of rupees 10,000 & 5,000 are being
offered to the customers .The amount in the RTC (the application for rupee travelers
cheque) is entered in multiples of 10000 as per request of the customer but separate
cheque are issued against it each of RS. 10,000 or in multiples of 5,000 as per request of
the customer but separate cheque are issued against it each of RS. 5,000.

All the travelers’ cheque is credited by the head office ‘HO’ accounts. The payment mode
used for the traveler’s cheque can be cash. Transfer, authority letters, collection (all
branches in Pakistan), the president of the bank and it already signs cheque is also signed
by an authorized person at the bank.

ISSUING BRANCH

The branch that is issuing the TC will take the signs of the customer on upper part of the
cheque.

The issuing bank send one copy of RTC application to head office and keeps other with it
after entering all the account opening conditions i.e. NIC.no, NTC.no, address, phone no,
name etc into the system.

PAYING BRANCH: -

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On the next date when the cheque is presented in the paying branch (any BAL branch in
PK) same signatures on the lower part of the cheque are taken and the bank officer cheque
whether they match or not.

MONEY GRAM

Bank Alfalah Limited, in collaboration with money gram offer remittance services to
Pakistan.
“It’s basically a person to person money transfer service that allows consumer to receive
money in just a few minutes.”

PROCEDURE

• Person must have reference no.


• Person must tell reference no. and compute the simple form.
• Person has to show NIC and tell compute introduction after that he can obtain
money.

THE CREDITS DEPARTMENT

The sum of money that a bank makes available to client in excess of any deposit. Credit
means belief or trust. “The quality of being credible or trustworthy”. Another words we
can define credit as “trust in one’s integrity in money matters and ones ability to meet
payment when due”.

Purpose of Credits

Earnings of a bank are dependent on CREDITS, because:

• A bank receives (borrows) deposits. It pays cost on these deposits.


• On the other hand bank lends the deposits to borrowers and charges interest on the
lending. This function is performed by CREDITS in any bank

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Credit philosophy at BAL
“Banking is an art of striking between risk and revenue”
“The extension of a credit facility should add value to the bank’s assets.”

Importance of Credits

CREDITS are the most important department of a bank. Performance of all other
departments is dependent upon “Credits”. It attracts corporate accounts, as a company
prefers to do import and export business from the banks from where it is availing limit
(credit) facilities.

Risks involved in Lending

Though lending is main source of earnings for any bank but it is risky as
well. Whenever money is advanced to any customer there is always a risk
involved of default. To minimize the risk involved BAL gives loans to credible
customers.

Sub Division of Credits

CREDITS are further sub divided into two sections:

• Credits Marketing
• Credits Administration

The above-mentioned two sections perform the overall activities of credits. Role of each
section is discussed below:

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Credits Marketing:

Marketing personnel is responsible for attracting customers to bank for advancement


of loan facilities. They must have complete information of trends in the industry.
However several precautions are followed to give loans to only credible customers, as
the aim of bank is to recover the money at time and through earnings of the client and
through liquidation of securities.

Bank Alfalah Ltd. always prefers to give loans to credible customers. For this BAL
requires information about:

Basic “Cs” of a Credit:

Character
Who is the borrower (company)? What is its reputation for honesty, integrity and
willingness to pay?
Capacity
How is the business managed? What are its strength weaknesses? What is the business
capacity to generate the funds to repay?
Capital
How solid are its financial and human resources? Are financial resources matched with
adequate human resources?
Conditions
What is the condition of company within the economic cycle? Will the economic and
business conditions impact the borrower’s ability to repay?
Collateral
What is the real liquidation value of the collateral? If the creditor is forced to use thee
collateral as payment, what value will be realized at liquidation?
Carelessness

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While evaluating, disbursing and monitoring of the credit, professional standards and
tools are not exercised.
Complacence
When the information and data base on which decisions are to be made, are accepted
without any critical evaluation
Connivance
While certain adverse aspects observed in the operating performance, financial position,
debt servicing, etc. are not accounted for which tacit understanding of favoring the client.
Concealment
When certain important facts are deliberately and willfully conceal from the management
which could have undermined security, credit recovery and bilateral relationship with
borrower.
Collusion
When a bank officer and borrower willfully join their hands for achieving some ulterior
motives
Corruption
When official matters are dealt with for financial and non- financial benefits at the cost of
the lender

Credit Line Proposal:

A CLP is prepared on the basis of above facts. It is forwarded to HEAD OFFICE. If


HO is satisfied then it gives a “CREDIT ADVICE”.

Offer Letter:

On the basis of credit advice the branch prepares an “offer letter”. This letter gives
a detail of the terms and conditions such as duration of facility, securities, mark up etc.

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• After fulfilling the entire formalities loan is advanced.

• After the disbursement of loan marketing personnel keeps track of every activity
of the party. They continuously observe the financial statements of the customer.

Detail of credit line proposal prepared by marketing personnel is given below:

Credit Administration

It is the second section of CREDITS. It performs very important functions for the
bank. After the approval of CREDIT LINE PROPOSAL, it comes to Administration
section. The Administration decides the terms and conditions regarding securities offered
against the facility given to a client. It is a highly responsible task because in case of
default liquidation of securities is an important source for bank for recovery of loan
amount. Other important functions such as adjustment of loans are also handled by
administration section.

Nature of the Risk Exposed To a Bank


• Credibility of the sponsors
• Financial standing
• Professional capability
• Willful management
• Credibility of credentials, data and information
• Reliability of the basis assumptions underlying business and financial projections
misappropriation
• Unauthorized advances to sister concern, affiliates undertaking
• Agent transactions
• Product obsoleteness, waning market and threatening market environment

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• Inconsistent and ineffective marketing plans and business strategies
• Obsolescence of the technology and lack of adaptability
• High interest rates
• Liquidity risk
• Inconsistent government tariff policies and their impact on the selling price, cost
of production, profitability etc
• International environment and inter-country business risk
• Currency exchange rates deterioration
• Credibility and poor performance of Muccadams
• Credibility of surveyors, evaluators, pre-delivery inspectors
• Over capitalization
• Credibility of the auditing firms

.
Types of borrowers

Individuals
 Existing account holders staff members
 Close relatives of staff members
 Business sponsored by staff members
 Employees of other banks
 Joint accounts
Businesses Entities
 Sole proprietorship
 Partnership
 Limited liabilities Company
 Joint venture
 Group account\s

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Others
 Clubs and associates
 Government bodies
 Traders
 Contractors
 Transport, storage and warehousing
 Property dealers
 Manufacturers

While lending to any of these parties the credit officer of BAL has to check the
following things.
1. COMPANY:
Where a company is a borrower the credit officer must ask and keep on
record following information:
 The certificate of incorporation
 The memorandum and articles of association
 The certificate of commencement of business and
 The last annual report containing accounts and balance sheet, to ensure that the
company is legally qualified to do business.
To ensure that the company is currently existing and is in good standing.
Credit officer should check with the registrar of joint stock companies, and request
the borrower to furnish certified-
 List of shareholders (current)
 List of directors
 With public limited company verify its existence and standing on the stock
 Exchange.
 It is important that the borrowing company and its directors should have requisite
authorization and power to borrow which should be reflected in the memorandum
and article of association

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 Also see “corporate resolution to borrow”.

2. PARTNERSHIP
Where the borrower is a partnership, the credit officer must ask to see,
following documents;
 Original partnership agreement/deed and the original certificate of registration
which will contain the name of the partners and the date of their joining the
partnership.
 An individual financial statement from each partner
 along these, also obtain the following document:
 normal loan documents signed by all partners
 continuing guarantee duly signed by all partners
 Resolution/authorization to borrow and execute loan documents, signed by all
partners.
 A letter signed by all partners, requesting the bank to extend credit facilities to the
firm
 Certified copy of the partnership deed and certification of registration.

3. INDIVIDUAL

Lending to an individual the credit officer must ask him to see.


 His financial statements for, at least the previous three years.
 A continuing guarantee.
The decision of extending credit to an individual borrower is necessarily a
decision for the officer concerned based on the reputation and credit standing as a
client. Depending on the amount advanced, the loan should be secured by a
pledge, hypothecation, or mortgage.

4. GOVERNMENT

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Where the government is a borrower, the credit officer must ensure that the
documents of indebtedness are signed by an officer of the government who is duly
authorized in writing and or by the rules of business. Legal counsel’s opinion should be
taken in these cases.

Credit Line Proposal (CLP):

A CLP contains and takes into consideration following information:

• Types of Proposal:

o New
o Renewal
o Revision
o Single transaction

• Names of owners and their shareholding


• Nature of business
• Existing and proposed limit for funded and non-funded facility
• Group Exposure for both funded and non-funded facility
• Purpose of each facility and Repayment
• Security both existing and proposed

Customer Profile:

• LEGAL STATUS: It specifies legal status such as:

o Individual

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o Proprietor
o Partnership
o Limited liability company

• Date if Incorporation
• Date of Account opening and Account Number
• History of Relationships with Bank
• History of Borrowing Relationship
• Information of whether account opening formalities are complete or not

Line of Business/Main Products:

Following information is required in this regard

 Sales break-up in various cities


 Market share
 Competitive brands
 Industry Profile and Market Position

Summary of key Financials:

It includes following ratios:

 Sales/Revenue, Net Profit


 Total Assets, Liabilities
 Working Capital, Current Ratio
 Paid-up Capital, Reserves, Net Worth
 ROE, Debt-to-Equity Ratio

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 Days Receivables, Days Payables, Days Inventory

Details of Allied Accounts


Background of Directors
Management
Central Risk (as reported by CIB)

Liability Details:

It includes liabilities with Allied Concerns and with other banks both funded and
non-funded.

Performance during Last One Year:

Following questions are considered:

 Are acceptance paid on due date


 Are all the instruments of TFs paid as per schedule
 Audit exceptions related to credit matters only
 Are checks returned due to lack of funds

Account Statistics for the previous year:

It shows:

 Maximum balance
 Minimum balance

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 Date of latest adjustment of CF

Branch Comments and Recommendations:

Based on all of the above facts and information branch gives its comments and
recommends different suitable facilities.

Credit Division Comments and Recommendations:

Based on all of the above facts and information, credit division gives its comments and
recommends different facilities.

Prudential Regulations Compliance Checklist pertaining to Credit:

Following matters are to be checked:

 Limit of bank’s exposure to a single person

 Limit of bank’s exposure against clean facilities

 Linkage between a borrower’s equity and total borrowing from bank

 Maintenance of debt-to-equity ratio

Opening of Account:
It’s required that every reasonable effort is to be made for determining the true
character of every would-be account holder.

 Weight age to Credit Report:

85
Due weight age is to be given to the credit report relating to the borrower and his
group. Latest report is obtained from CIB of SBP for funds and non-fund facility
provided.

 Minimum information of the borrower:

For this purpose bank asks for BASIC FACT SHEET.

Financial Summary
It contains:

• Balance Sheet
• Income Statement
• Cash Flow Statement

Security Analysis Sheet

It contains analysis of the security offered for availing the facility.

Industry Overview

It provides an overview of the industry in which a company is operating.

Financial Analysis

86
Sales & Profitability ratios, Activity Ratios, Leverage Ratios and Liquidity Ratios
are calculated. More over utilization of the plant capacity over the years is also
calculated

TYPES OF FACILITIES

These facilities are either:

• Fund Based
• Non-Fund Based

Various types of funded and non-funded facilities are given below:

Fund Based Facilities:

Funded facility is that facility in which the bank funds are physically involved.

• Cash Finance/Running Finance

Cash Finance/Running Finance:

It is a short-term facility given to companies for working capital requirements


(raw material, WIP, finished goods, receivables). It is a revolving limit. In this facility a
specific limit is given to the customer. He is given withdrawing right up to that limit. He
can avail the facility by playing within that limit. Mark-up is charged on the outstanding
amount. Marketing personnel keeps a check that whether or not a party is adjusting the
limit and then withdrawing the amount or not. If not then there is something wrong and
the facility availed is being misused.

87
Non fund based facilities:

It is a facility in which funds of bank are not involved. However a non-funded


facility can become funded at any time.

• Letter of guarantee

Letter of Guarantee:

It is a non-fund based facility hence no funds from the bank side are
involved in it.

Parties involved:
Three parties are involved:

• Principal: to whom bank is giving guarantee on beneficiary’s behalf.


• Beneficiary: in whose favor guarantee is given.
• Guarantor: it is the bank that is giving the guarantee.

In this facility bank guarantees the payment of loan amount if the beneficiary fails
to perform his or her duty at the settled time.

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SECURITIES:

Lending is very risky for any bank. Bank covers the risk involved in lending by keeping a
suitable security, which can be tangible as well as intangible. Bank always prefers a
security that is marketable as well as sustains its value (not perishable).

Types of Securities:

Following are various types of securities


Pledge

Hypothecation

Mortgage

1. Pledge:

It is the bailment of delivery of goods from one person to another for some
specific purpose. Two parties are involved:

Pledger i.e. the borrower/customer

Pledgee i.e. the bank

Possession is with the bank. Bank keeps the goods in its go downs. Mucaddams

are responsible for the security of the pledged goods.

Borrower is entitled to get back the goods after the repayment of loan.

In case of non-payment bank has the right to sell the goods.

Surplus on sale is paid back to the pledger.

In case of deficit after the sale, bank always has the recourse to the court of law to
recover the deficit.

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Documents required for C.F. Pledge

Legal stamps documents required:

• Agreement of finance

• Promissory note

• Letter of guarantee

• Memorandum of deposit of title deed

• Letter of hypothecation

• Letter of continuity

Letters without Stamp:

• Letter of arrangement

• Letter of disbursement

• Letter of authority

• SBP regulation undertaking

Margin:

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Bank keeps a margin or cushion for every facility advanced. The margin differs
from case to case depending upon several other factors.

Precautions:

Following are some of the precautions, which are taken by the bank:

Banker looks closely at the NATURE OF COMMODITY. The


commodity should not be perishable. It should be marketable.

Banker should have complete knowledge about the market value of the
commodity pledged. Price should not fluctuate.

Banker must take store the pledged commodity in proper go downs under
suitable conditions

Banker must take precautions in valuing the commodity. There are


approved valuers for this purpose. The commodity should not be over valued
because it will lead to difficulty in the recovery of loan amount at the time of
liquidation.

2. Hypothecation:

It is an agreement to give charge on goods or documents of title to these goods


without conferring possession to the lender.

Lender neither has possession nor ownership.

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• Security is created through a letter of hypothecation, which contains information
such as description of goods, and value of goods.

Documents required for C.F. Hypothecation

Legal stamp documents required:

• Promissory note

• Letter of Hypothecation

• Letter of guarantee

• Letter of continuity

• Agreement of finance

Letters without Stamp:

• Letter of arrangement

• Letter of disbursement

• Letter of authority

• SBP regulation undertaking

Periodical Stock Reports:

Bank requires periodical stock reports from the borrower.

Stop Orders:

The bank can issue “stop orders” against the trading of hypothecated stock.

Precautions:

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Lender/bank should go for surprise visits to check stocks.

Stock should be insured against all possible risks such as theft, fire etc.

Lender should put the nameplate, which signifies that stock has been
hypothecated.

Before lending bank should make sure that stocks have not been already
hypothecated with any other bank. It can be confirmed from the registrar.

3. Mortgage:

It is the transfer of specific right in an immovable property for securing a payment


of money advanced or to be advanced as a loan or for the performance of an agreement
or settling a future liability.

Parties:

Mortgager:

Who transfers specific rights to the mortgagee. He can get back the specific rights
after the repayment of loan.

Mortgagee:

He is the lender i.e. bank.

Mortgage Deed:

Mortgage deed is that document through which the mortgage is executed

Property Documents for mortgage

• Legal advice about property documents

• Title deeds (original documents of property

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• Aux Sajra (location site map)

• NEC (non-encompress certificate)

• PT 1 in favor of borrower

• PT 1 in favor of bank

• MoTD (Mortgage of title deeds)

• Agreement to create mortgage

• Letters submit to registrar

• Irrevocable general power of attorney (IGPA)

• Valuation report

Transfer of Legal Title:

According to this there can be two types of mortgage.

i. Legal Mortgage:

Title is legally transferred to mortgagee.


Mortgage is to be registered in case the loan amount is greater than Rs.100.

After the payment of loan, legal title is transferred back to the mortgager

It is executed by the “mortgage deed”, which is signed by the mortgager


and 2 witnesses. This mortgage deed is registered with the revenue officer.
It is mentioned in the mortgage deed that legal title will be transferred to the
mortgager.

ii. Equitable Mortgage

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The original deeds are submitted with the mortgagee with an intention of
creating its equitable interest in that property.

Mortgager cannot sell the property without the consent of the mortgagee.

Process:

The original title deeds are submitted with the bank with the covering letter
stating that these documents are submitted with the bank for the purpose of creating an
equitable mortgage.

It is to be registered with the Registrar of Joint Stock Companies within 21 days of the
mortgage agreement.

GUIDE LINE OF CREDIT POLICY

 Total outstanding financing facilities by banking company to single person shall


not at any point of time exceed 30% of bank’s unimpaired capital.
 No banking company shall make loans or advances against the security of its own
shares.
 No banking company shall grant unsecured loans / advances on the guarantee of,
o Any of its directors.
o Family member of director
o Any private company in which banking company is interested.
 In arriving at exposure per person weight age of 50% shall be given to
o Documentary credit opened by bank.
o Guarantees/bonds other than repayment guarantees.
 In arriving at per party exposure 90% of
o Deposit of party with bank under lien.
o Face value of FIBs lodged by the party as collateral.

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o Pak rupee equivalent of face value of special US Dollar bonds converted at
official rate, lodged by the party as collateral shall be deducted.
 Aggregate exposure of bank against all its clean facility shall not at any point
exceed the amount of bank’s capital and general reserve.
 Advances given to the employees of bank in accordance with their entitlement.
 While granting any accommodation, bank shall ensure the total accommodation
availed by any borrower from banks / financial institution does not exceed 10 tines
of the capital and reserve of the borrower.
 A borrower who is prepared to inject fresh equity irrespective of the fact that its
equity is negative is eligible to obtain finance from bank to the extent of 10 time’s
fresh injected equity.
 No banking company allow financing facilities whether fund based / non funded
against the shares of companies which are not in central depository system.

My experience at the Credit Department:

Corporate credits was the second last department in which I was been rotated. The most
important department in any bank is considered to be the Credits department. This is, in
my opinion, is also true due to some reasons. Firstly the reason being that in credits
department, the decision-making skills of a person are explored. When you need to make
a decision regarding the credit proposal after due verification, this will give a little stress
to your mind either to sanction the financing or not?

Credits involve very technological procedures and also a lot of exciting activities because
each case varies from the other one. You never become unenthusiastic because you get an
opportunity to walk around new bits and pieces every time.

96
In this department I worked under the supervision of Mr. Ateeq-ur-Rehman Sidu
(Credits Officer). He was also very supportive to me. He taught me the credit line
proposal from the first step till the end of its filling process. In the nutshell, the credits
department contributed a lot towards my decision-making and learning skills.

CLEARING DEPARTMENT:

Clearing is the arrangement to which collection of cheque, bills and other


instruments payable or deliverable at or through the offices of the members of the
clearinghouses for credit of the customer’s account for speedy and economic collections.

The clearinghouse members are authorized to send their cheque and instruments in the
clearinghouse established in the State Bank of Pakistan.

Clearing house is the gathering of all the members of different banks and institutions
where they deliver or receive the instruments drawn on them for their clearances through
their branches in the city.

Advantages of clearing:

1) Systematic arrangement for the collection and clearance of cheque.


2) Speedy and economic collection and clearance of cheque.
3) Clearance of cheque and other instruments of different branches of
different banks in a systematic way without any flow or mistake.
4) The collection and clearance of government bills, instruments and cheque.
5) The collection of government revenue through cheque, pay orders and
drafts payable through State Bank of Pakistan and National Bank of
Pakistan.

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6) It avoids the difficulties and cumbrances faced by the branches if they
collect the instruments directly from branch to branch.
7) Confidence among the clearing members is produced.

Role of State Bank of Pakistan in clearing:

• State Bank of Pakistan gives the license end enlist them as clearing house
members authorizing to submit their clearance cheque and instruments through
the clearing house established as the office of State Bank Of Pakistan in particular
city.
• The clearinghouse advantages are given in the big cities where the State Bank
office is available.
• Where State Bank of Pakistan office is not available the clearinghouse functions
in the National bank of Pakistan branch. However the procedure is the same.
• The State Bank of Pakistan provides the facility to member banks for clearances
of their cheque drawn on different branches of banks in different parts of their
cities. It would have been more cumbersome and time consuming if they had been
dealing from branch to branch.
• State Bank of Pakistan is a banker’s bank; it deals in a parental attitude and
provides space staff and technique to clear the bills and cheque of the member
bank.
• State Bank of Pakistan maintains the statuary reserve of different banks in their
accounts and all the clearances are made by the debit and credit of these accounts.
• All the payments and receipts are settled to these accounts without any difficulty.
• The State Bank of Pakistan chalks out clearing house timings and its procedures.

CLEARING OUTWARD

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When the customer deposits cheque & other instruments of other banks for
collection, we send the cheque in outward clearing.

PROCEDURE:

• Cheque are receives duly entered on pay-in-slip.


• Counter foils are returned to customer after signature.
• Crossing stamp is fixed on the Cheque is fixed on cheque and pay-in-slip.
• Clearing stamp with next date is fixed on the cheque and pay-in-slip.
• Endorsement stamp is fixed on the reverse of the instruments.
• Depositor’s account number shall be mentioned on the reverse of the
instruments for the future reference. Endorsement and pay-in-slip are signed
by an officer.
• All the instruments ate entered in clearing register.
• The officer concerned will enter the cheque in computer system.
• Clearing register is generated by the computer system.
• Clearing summary is produced and computer also generates bank wise
schedules.
• The cheque is sorted bank wise and respective schedule id attached with
these cheque.
• Total of bank wise schedule will tally with total in clearing register and
clearing summary.
• All cheques along with bank wise summary are sent to main branch where a
revised summary is prepared.
• The representative of the bank takes all the cheque of all the branches to the
branches to the clearinghouse at State Bank of Pakistan.

CLEARING HOUSE

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In the clearinghouse the representatives of all the banks gather and exchange their
instruments. They enter the total amount of cheque delivered and received in their
summary sheets. The total of schedule received tally with the total of summary.

Clearing cheques received from other banks are sent to branches, which will clear the
cheque and instruments to the respective accounts. Some cheque is returned unpaid
with the reasons mentioned in the cheque return memo. IBCA for net amount is sent
to main branch.

In the 2nd house clearing cheque are returned and exchange by the representatives of
the banks. A summary is prepared for cheque received and delivered and net position
is ascertained. Amounts are settled through SBP accounts.

After cheque is returned, the main branch sends IBCA for net amounts to the
branches. Computer entries are made for (-) credits for returns and debits to Main
office A/C.

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FINANCIAL HIGHLIGHTS

For the year ended the Bank’s profit before provision and taxation stood at Rs.
3,263.635 million as compared to Rs.2,965.588 million for the previous comparable
period, which is 10% higher than that of last year . This increase in profit is primarily
attributable to overall increase in business volume.

The Bank has successfully carved in the market an enviable niche for its consumer
products. Auto Finance, Credit Cards and Home Loans have significantly contributed to
the profit and growth in addition to contributions made by the core banking activities
during the period under review. Bank is indisputably market leader in some of these
initiatives.

Bank continues to make significant in-roads into the Agri-rural finance, SME,
corporate and investment banking sectors of the economy. With expanding network of
branches, bank is ideally poised and positioned to carry forward the success. It acquired
the operations of Shamil Bank of Bahrain’s B.S.C, Bangladesh operations for US$ 17.88
million under an agreement dated November 1, 2004. The entire undertaking of the
Bangladesh operations including all the properties, assets and liabilities and all the right
and obligations were taken over. It has also successfully obtained license to establish

101
banking operations in Kabul, Afghanistan. It continues to strengthen its presence in the
market place and as of June 30, 2007, bank has a nationwide network of 195 branches that
includes 23 Islamic Banking branches and five overseas branches 3 in Bangladesh, 2 in
Afghanistan and one offshore banking unit in Bahrain. Bank’s plan is to add more
branches to the network during the 2nd half of 2007.

PACRA, a premier rating agency of the country, has rated the Bank ‘AA’ (double
A), Entity Rating for Long Term and A1+ for the Short Term. These ratings denote a very
low expectation of credit risk, strong capacity for timely payment of financial
commitments in the long term and by highest capacity for timely repayment in the short
term, respectively. Further, the unsecured subordinated debt (Term Finance Certificates)
of the Bank has been awarded a credit rating of AA- (double a minus).
In compliance with the requirement of State Bank of Pakistan, Bank has in place
an approved integrated risk management framework for managing risk, market risk,
liquidity risk and operational risk as evidence by its Board approved” Risk Management
and Internal Control” manual and a dedicated Risk Management Division (RMD) has
been created with the Head RMD reporting directly to the Chief Executive Officer, Risk
management Division has been structured to address credit, market and operational risk
and a team of suitable person has been hired.

In summary, Bank had successful half-year results, as of June 30, 2009. This was
achieved primarily due to its long-standing and stable customer base, coupled with the
Management’s well-defined, focused strategies and positioning. Accordingly the Board
would like to thank its valued clients and Correspondents and also to acknowledge the
support of the State Bank of Pakistan, Ministry of Finance and other regulatory authorities
for their invaluable support, which has greatly facilitated its work. The Board would also
like to place on record its appreciation for the hard work, dedication, professionalism and
sincere efforts of the senior management, officers and staff of the Bank.

102
RATIO ANALYSIS

Ratio analysis includes calculating different ratios for the


organization of the figures taken from its financial statements. The
basic purpose of ratio analysis is that absolute figures often give
misleading image so comparison with other figures is necessary which
can be done through ratio analysis. The ratios may be:
• Balance Sheet ratios
• Income Statement ratios
• Mixed ratios

PROFITABILITY RATIOS
The continued viability of any bank depends on its ability to earn an
appropriate return on its assets and capital. Good earning performance
enables a bank to fund its operations, remain competitive in the market
and increase or decrease in market funds.
“Profitability reflects not only the
quantity and trend in earning but
also the factors that may affect the

103
sustainability or quality of
earnings.”

NET PROFIT RATIO

Net Profit after Tax X 100


Net markup/interest income after provisions

2007 2008
1325389 x 3506737 x 100
100 25816457
21194254

= 6.25% = 13.58%

Significance:

o It is a more specific measure of sales profit ability. It is used to


measure over all profit ability and hence it is very useful to
proprietors.
o The ratio is very useful as if the net profit is not sufficient, the
firm shall not be able to achieve a satisfactory return on its
investment.
o It also indicates firms, capacity to face adverse economic
conditions such as price competitions, low demand etc.
o Higher is better is the profitability.

104
Analysis:

The above ratio indicates that the proportion of profit has seen
increase over the years from 6.25% in 2007; to 13.58% in 2008 the
increase is significant. So it is a healthy sign for bank.
7

OPERATING EXPENSE RATIO

Non Mark Expense X 100


Gross Income

2007 2008
15235688 x 16645178 x 100
100 6142240
3290623

= 436% = 271%

Significance

This ratio shows how well the organization is managing its


operating cost. Operating expenses are those expenses which are
incurred indirectly for the generation of revenue. A large portion of
these expenses is the administrative expenses which are incurred on
management of the organization. It is necessary to cut down these
expenses especially when interest rates on advances are declining
leaving a narrower margin for payment of such expense. So Lower it is
better it is.

105
Analysis

Operating expenses for the bank decreased in 2008 from 436% in


2007 to 271%in 2008 and which is a good sign as it shows decreased
costs of the banks and hence increased net income.

500.00%

400.00%

300.00%
2007
200.00%
2008
100.00%

0.00%
2007 2008

ADMIN EXPENSE TO TOTAL DEPOSITS

Administrative expenses X 100


Total deposit

2007 2008
5952637 x 8383322 x 100
100 273172088
239480772

= 2.49% = 3.07%%

Significance

106
This ratio measures bank’s ability to cover administrative expenses by spreading over
large number of depositors. Total deposits have been used as base as they are main
business activity of bank. A declining trend is desirable.

Analysis
In 2007 bank’s administrative expenses were 2.49% and in 2008
they are on rising side i.e. 3.07% it’s not good for the bank. Bank
should try to control its expenses.

3.50%
3.00%
2.50%
2.00%
2007
1.50%
2008
1.00%
0.50%
0.00%
2007 2008
TOTAL ASSET TURN OVER

Interest- markup- return earned

Total Assets

2007 2008
21194254 x 25816457x 100
100 330679872
275511483
= 7.96% = 7.81%%

Significance
This ratio indicates the efficiency with which total assets have
been utilized to generate net interest income. If a bank has ROA on a

107
higher side but the relation of net interest income to total assets is not
very significant, this may translate into the fact that bank is relying on
sources of income other than interest income which is not a healthy
sign.
Analysis
It is decreasing which is unfavorable. It means bank is not able to
utilize its assets efficiently in generating its main stream income. It was
7.96% in 2007, 7.81% in 2008.

8.00%

7.95%

7.90%

7.85% 2007

7.80% 2008

7.75%

7.70%
2007 2008

RETURN ON ASSETS

Net profit after tax x 100


Total assets
2007 2008
1906672 x 100 5004600x 100
275511483 330679872
= 0.69% =1.51%

Significance

ROA is the most comprehensive measure of bank’s earning


capacity. Net profit margin ignores ‘efficiency concept’ while total asset

108
turn over ignores earning perspectives. ROA takes both perspectives
into account. That’s why it is most widely used indicator for
representing the earnings of bank over time period. Higher it is better it
is. An increasing trend of this ratio signifies increased efficiency of
management of a bank to improve upon its earnings capacity.

Analysis
As this ratio explains how much you are utilizing your assets. In year
2008 it is improved from 1.151% to 0.69%. But still it is not very good,
so bank should try to improve it.

1.60%
1.40%
1.20%
1.00%
0.80% 2007
0.60% 2008
0.40%
0.20%
0.00%
2007 2008
RETURN ON EQUITY

Net profit after tax x 100


Share Holder’s Equity

2007 2008
1325389x 100 3506737x 100
11827209 17414154

= 11.21% = 20.14%%

Significance

109
25.00%

20.00%

15.00%
2007
2008
10.00%

5.00%

This is another0.00%
measure of overall performance of bank. This
2007 to
ratio is of great importance 2008
the present and prospective
shareholders as well as the management of the company. As the ratio
reveals how well the resources of a firm are being used, higher the
ratio better it is.

Analysis
In real sense ordinary shareholders are the real owners of the company
(preference shareholders have a preference over ordinary shareholders
in the payment of dividend as well as capital. Preference shareholders
get a fixed rate of dividend irrespective of the quantum of Profit
Company).The rate of dividend very with the availability of profit in
case of ordinary share only. Thus ordinary shareholders are more
interested in the profitability of the company.
Return of equity of BAL is showing a good situation in year 2008 as
compare to year 2007. In year 2007 the return on equity of BAL was
11.21 % and in year 2008 it was 20.14%, this increase shows that
company is utilizing its funds properly relating to its previous year.

110
NON INTEREST INCOME TOTAL ASSETS

Non interest income x 100


Total assets
2007 2008
3290623x 100 6142240x 100
275511483 330679872
= 1.19% = 1.86%

Significance
Non interest income represents fees, commission, brokerage, and
other income and extra ordinary or unusual items if they represent
income. Non interest income is also an important source of banks
earnings. While analyzing this ratio the trend of non interest income to
total assets should be considered. Whether the bank has maintained
this ratio at a reasonable level or are there any significant changes
over time? If this ratio increases significantly, then there is a problem
with the bank in generating revenue from its mainstream activities. But
on the other hand, high non interest income can also represent a
positive point for a bank. This income represents a diversification from
earnings generated from the taking and placement of money, which is
subject to interest rate and credit risk. An emphasis on fee income is
another global trend along with the growth of capital and rising ROA's.

Analysis
This ratio is increasing in the year 2008 but shows decreasing in year
2007. Over all non markup income is increasing for the Bank. It is a
positive sign.

111
2.00%

1.50%

1.00% 2007
2008
0.50%

0.00%
2007 2008

NON INTEREST EXPENSE TO TOTAL ASSETS

Non markup expense x 100


Total assets
2007 2008
= 0.93% = 1.37%
2554019x 100 4535382x 100
275511483 330679872

1.50%

1.00%
2007
0.50% 2008

0.00%
2007 2008
Significance
Non interest expenses represent operating expenses such as
administrative expenses, staff salaries and other charges plus extra
ordinary and unusual items if they represent expense. Lower this ratio
better it is for the bank. If the level of non interest expense to total

112
assets is high this will also distort the ROA of the bank. Non interest
expense is a very critical number.

Analysis
This ratio is good when it is low. This ratio is higher in year 2008. It
shows non mark up expense in increasing and it should be controlled.

RISK ASSET TURN OVER RATIO


Net mark up after provision
Risk assets

2007 2008
3296623x 100 6142240x 100
149942717 171031183
= 2.19% = 3.59%

Significance
Advances are the main use of bank’s assets. So it is necessary that bank earns
sufficient value of income on its investment of risk assets. So a steadily rising trend is
desirable.

4.00%
3.50%
3.00%
2.50%
2.00% 2007
1.50% 2008
1.00%
0.50%

Analysis 0.00%
2007 2008
In year 2008 it is higher than 2007. This is a good sign.

113
LIQUIDITY RATIOS

Liquidity represents the ability of a bank to efficiently and economically


accommodate deposits withdrawal as well as fund increase in assets. A
bank has a liquidity potential when it has the ability to obtain sufficient
funds in a timely manner at a reasonable cost. Illiquidity is a primary
factor leading to a bank’s failure whereas high liquidity helps otherwise
weak institutions to remain funded during the period of difficulty.

“Liquidity reflects the adequacy of


the institution’s current and
prospective sources of liquidity and
funds management practices.”

CURRENT RATIO

Current Assets
Current Liabilities

2007 2008
259122914x 100 311886135x 100
254203477 302091341
= 1.02 = 1.03

Significance
Current ratio may be defined as the relationship between current
asset and current liabilities. This ratio is also known as working capital
ratio. It is a measure of general liquidity and is most widely used to
make the analysis for a short-term financial position or liquidity of a

114
bank. It represents the margin of safety or cushion available to the
creditors. It is an index of the bank’s financial stability. It is also an
index of the strength of working capital.

A relatively high current ratio is an indication that the bank is


liquid and has the ability to pay its current obligations in time as and
when they become due. On the other hand, a relatively low current
ratio represents that the liquidity position of the bank is not good and
the bank shall not be able to pay its current liabilities in time without
facing difficulties. An increase in the current ratio represents
improvement in the liquidity position of bank while a decrease in the
current ratio indicates that there has been deterioration in the liquidity
position of the bank. A ratio equal or near to 2: 1, i.e., current assets
double the current liabilities, is considered to be satisfactory. The idea
of having doubled the current assets as compared to current liabilities
is to provide for the delays and losses in the realization of current
assets. However, the rule of 2 : 1 should not be blindly followed while
making interpretation of the ratio, because banks having less than 2 : 1
ratio may be having a better liquidity than even banks having more
than 2 : 1 ratio. This is so because the current ratio measures only the
quantity of current asset and not the quality of current assets. If a
bank’s current assets include debtor which are not recoverable, the
current ratio may be high but it does not represent a good liquidity
position.

Analysis:
BAL has maintained its liquidity position over the years. In 2007
and 2008 there is increment in ratio which shows it have current assets
to pay current liabilities.

115
1.03%
1.03%
1.03%
1.02%
1.02% 2007
1.02% 2008
1.02%
1.02%
1.01%
2007 2008
ADVANCES TO TOTAL DEPOSITS

Advances x 100
Deposits

2007 2008
149942717x 100 1171031183x
239480772 100
273172088
= 62.61% =62.62%

62.74%

62.61% 2007
Significance
2008

116
62.48%
2007 2008
This is perhaps the most important ratio as far as financial
analysis of a bank is concerned. Advances represents lending to
general public and deposits represent amount borrowed from general
public. Both these items represent core activities of a bank. A bank is
there to accept deposits and lend to general public. Deposits represent
source of banks funds and advances are use of funds. This ratio
compares the major source of a bank's funds with the major use of it. It
signifies that how much deposits the bank has mobilized from general
public and to what extent has made use of these deposits. Credit risk is
the most recognizable risk associated with banking and granting credit
is the primary activity of a bank but at the same time interest earned
on advances is the major source of banks earnings. Although the bank
wants to maximize its earnings, but it can never lend the entire amount
received through deposits. It has to keep a certain proportion of its
deposits in cash form with it as well as with SBP to meet the day to day
requirements of its customers. So there is a trade off between risk and
return. If the bank wants to increase return, it will go towards more
lending thereby enhancing risk and if the bank focuses on liquidity, it
will have to forego return. Current accounts to are the lowest cost
source of funds. The bank should strive to attract current accounts to
increase this ratio, so as to control its interest expense. The bank
should decide upon the mix of its sources and uses after taking into
consideration the CRR and SLR requirements and demographics of its
depositors.

Analysis
We can see that for every one rupee deposit loan is given with the ratio
62. It is good but it needs to be improved as increasing loans is always
good source of earning for a bank.

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DEPOITS TO TOTAL ASSETS

= deposits / total asset

2007 2008
239480772x 100 273172088x 100
275511483 330679872
= 86.92% =82.61%
Analysis

This ratio explains how much deposits are in percentage and trend
shows a decrease from 2007 to 2008.

87.89%

86.29%

84.69%
2007
83.10% 2008

81.50%

79.90%
2007 2008

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INTEREST COVERAGE RATIO

Earning before interest and tax


Financial charges
2007 2008
15235688 5004600
1906672 16645178
= 7.99 =3.32

7.99%

6.39%

4.79%
2007
3.20% 2008

1.60%

0.00%
2007 2008
Significance
This ratio measures bank’s ability to pay financial charges. Interest expense is
main expense of bank just like cost of goods sold. So higher the ratio better is the
ability of bank to pay this compulsory obligation and hence better is the liquidity
potential of bank.

Analysis
We observe a decreasing trend which is not favorable.

119
PORTFOLIO MANAGEMENT RATIOS

Portfolio refers to the assets held by an investor taken as a


group. From banking point of view it means how the bank is
maintaining its advances, investments and lending to financial
institutions with respect to its total assets. The portfolio of the bank
should be so that it contribute to overall profitability of the bank

“Portfolio management deals with managing


Advances, investments and lending to financial
Institutions with respect to the total assets of
the
Bank”.

ADVANCES TO TOTAL ASSET RATIO

Advances x 100
Total Assets

2007 2008
149942717 *100 171031183
275511483 330679872
= 54.42% =51.72%

Significance
This ratio indicates proportion of advance to total assets. This is
main earning assets of bank. It has two distinct features. It is most risky
earning asset and highest return getting asset. As we know, a proper
balance should be maintained between risk and return so bank should

120
attain such level of advances. However a rising trend is desirable. It
indicates banks ability to compete in the market and generate
sufficient subsequent deposits.

Analysis

Over the last two years bank is showing decrease in ratio


i.e.54.42%, 51.72%. It is not good sign as it shows decrease in
advances and hence earnings of the bank decrease but risk is also
decreasing as there is inverse relationship between risk and return.

55.93%

54.33%

52.73% 2007
2008
51.14%

49.54%
2007 2008
GEARING RATIOS

These ratios measure the extent to which bank’s resources have


been geared by debt i.e. financed by debt in relation to share holder’s
equity. It takes into account total debt, capital employed, shareholder’s
funds and total assets and then on the basis of all these the proportion
of debt is compared and it helps in understanding that what proportion
of needs should be met by debt and how much through equity.

“These ratios measure the extent to which banks

121
Resources have been geared by debt i.e. financed
By debt in relation to share holder’s equity”.

Following ratios have been calculated:

1. Debt to equity ratio


2. Debt to capital employed ratio
3. Debt to total assets ratio

DEBT TO EQUITY RATIO

Long term debt x 100


Shareholders founds

2006 2008
263684274 *100 313265718
11827209 17414154
= 22.29% =17.98%

22.37%
20.77%
19.18%
17.58%
15.98%
14.38%
12.78%
11.19% 2007
9.59%
7.99% 2008
6.39%
4.79%
3.20%
1.60%
0.00%
2007 2008

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Significance

It shows amount of long term debt per rupee of equity. In case of


manufacturing concern, acceptable ratio is 40:60. This ratio high lights
composition of capital employed of bank. In a banking concern this
ratio could be 3:1

Analysis

Debt equity ratio of BAL is showing decreasing trend. It means that


company is trying to rely on its own resources and increasing its
Capital.

DEBT TO TOTAL ASSET

Total debt x 100


`Total assets

2007 2008
263684274 *100 313265718*100
275511483 330679872
= 95.7% =94.73%

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95.88%

94.28% 2007
2008

92.68%
SIGNIFICANCE 2007 2008
This ratio indicates the extent to which assets have been
financed by debt. This ratio has a direct bearing on financial risk of
bank. In manufacturing concerns 50% is a desirable proportion of
assets financed by debt. However a banking concern, ratio up to 90% is
acceptable as whole structure of banking is based on funds provided by
the depositors.

Analysis
This ratio for bank is same over years and 94% assets are financed
through debt.

SHAREHOLDER’S EQUITY TO TOTAL ASSET

= Shareholder’s equity/ Total assets

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2007 2008
11827209 *100 17414154*100
275511483 330679872
= 4.29% =5.27%

Analysis
This ratio shows that how much bank’s assets are financed by internal
resources. In year 2008 it is improved from 4.29% to 5.27%, which is
not bad but bank should focus to improve this ratio.

6.39%

4.79%

3.20% 2007
2008
1.60%

0.00%
THE S.W.O.T ANALYSIS
2007 OF BANK ALFALAH LTD.
2008
ISLAMIC BANKING:

Key External Forces:


External forces can be divided into four broad categories:

125
 Social, cultural, demographic, and environmental
Forces
 Political, governmental, and legal forces
 Economic forces
 Technological forces, and
 Competitive forces

While performing an external audit, our company gathered the competitive


intelligence and information about social, cultural, demographic, economic, political, and
technological forces as well. The overall motive was to consider and evaluate the
Opportunities and Threats for the company
Following can be some of the key opportunities and threats for Bank Alfalah.

Opportunities

The opportunities on which bank Alfalah can capitalize upon are delineated as under.

1) Extension of Local Branch Network

One of the biggest opportunities for bank Alfalah Limited is to extend its branch
network in Pakistan. The essential pre-requisites for a vast branch network are all there;
sponsors have the money, managerial expertise are available, and last but not the least any
bank with ‘Bank Alfalah Limited written in blue at its front is accepted in the market’.

2) Establishing Foreign Branch Network

Going global could have been termed as a fad a few years ago, but now for those
business organizations that want to survive and thrive globalization has become the order

126
of the day. In order to increase the bottom line figure, it really is crucial. But the senior
management would start implementing this course of action once they feel that they have
got a strong hold in Pakistan.

3) Capitalizing On Information Technology

The information revolution has certainly made its inroads in almost all human
functions. If Bank Alfalah Limited’s senior management and the IT division make a
concerted effort to make best possible use of this miracle of human mind it would enable
Bank Alfalah Limited to harness unexplored benefits of immense magnitude.

4) Unexplored Market of Multinational Corporations

Unfortunately in spite of unprecedented image building efforts, Bank Alfalah Limited


still is an unattractive bank for big multi nationals functioning in Pakistan. If the
management is able to develop a strong relationship with such MNC’s then it would open
doors of huge and unimaginable opportunities for Bank Alfalah Limited. If even a single
MNC becomes a corporate client of Bank Alfalah Limited i.e. it deposits its revenue with
Bank Alfalah Limited, pays its salaries through Bank Alfalah Limited, does trade dealings
through Bank Alfalah Limited, and avails credit facilities offered by Bank Alfalah
Limited, it would make a world of difference to Bank Alfalah Limited.

5) Customers are more willing

Muslims are more consciously differentiate the Islamic-base banking from interest-
base banking. That is why there is large caution of expansion.

THREATS

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The predominant threats Bank Alfalah is facing at the moment are discussed in the
following lines.

1) Private Sector Banks

Bank Alfalah Limited is at present facing really tough competition from not only the
first line international banks (ABN AMRO, Standard Chartered, Citi Bank) but is also
having a neck to neck race with other privatized banks such as Askari Commercial Bank
Limited, Union Bank, Prime Commercial Bank, Faysal Bank Limited, Bank Al-Habib Ltd
etc. All the new schemes launched by these banks and their plans to expand branch
networks are a real threat for Bank Alfalah Limited.

2) New Trade Polices

Introduction of new trade policies and laws are also been a source of threats to the
organization due to the imposition of new rules and terrifies, previous maintained
regulations have to be amended.

3) Network Expansion By Foreign Banks

Foreign banks have a lot of plus points as compared to Pakistani banks (state owned
and private); they have better products, better and personalized service, desirable interest
rates, foreign branch network, but they definitely lack in local branch network (in
Pakistan). Literary no foreign bank has been able to expand its network to far-fetched
places of Pakistan. Pakistani banks (private banks in general and state owned banks in
particular) are spread all over Pakistan. This is an intangible asset for Pakistani banks. But
if any of the foreign banks expands it network, backed by their traditional powerful
service, then it might prove to be the start of downfall for Bank Alfalah Limited, unless

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and until Bank Alfalah Limited raises its level of service and product feasibility to the
international standards.

4) If Pakistani Banks (Especially State Owned Banks), Backed By Huge


Network Improve the Service They Give And Their Employee Skill Set

State owned banks like National Bank of Pakistan and Habib Bank Limited have huge
networks, they have the experience, but the only set back they have is below par service
and lack of motivation amongst the employees. If their corporate strategy is altered, and
the managerial policy is revitalized, enabling them to improve upon the service they give
and enabling them to convert their work force into human capital then such financial
institutions backed up by their huge networks pose a potential threat to Bank Alfalah
Limited. So, Bank Alfalah Limited should endeavor to expand their branch network as
efficiently as possible and as soon as possible.

5) Terrorist Image of the Country

After the 9 / 11 incident every kind of transaction that uses to take place with the
outside world has assumed a different mode. The trade finance transactions are the bread
and butter for the commercial bank, were also hampered by that terrorist attack on 11th of
September i.e. the magnitude of orders the exporters were receiving decreased by a great
deal, but as far as our image in the international community is concerned there is still a
considerable room for improvement. If this situation further aggravates rather than
improving, the trade finance business would really be hampered, and one of the major
earning avenues for Bank Alfalah Limited will loose its footings. This fact poses a real
threat to the sanctity of Bank Alfalah Limited.

6) Inconsistency in Government Policies

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This is a phenomenon that could hamper smooth functioning of any organization
working in a particular country. Although the sponsors of Bank Alfalah Limited --- Al-
Nahayan Family --- are really committed to invest more and more in the country but still
any drastic change in either the economic policies like increase in taxation rates, or any
change in the foreign policy, which could hurt Pakistan’s image could also shake the
investor confidence and also could lead to a decrease in the repute of the entire banking
sector of Pakistan.

STRENGTHS

The predominant strengths of Bank Alfalah Limited are

1) Humble Management

The senior management of Bank Alfalah Limited is considerably humble. Their


humility is an integral part of the organizational culture of the bank. The modern
management techniques have discarded the bureaucratic style of management in which
employees were treated as servants if not as slaves. In the contemporary business world
employees are said to be the biggest and the most crucial assets of a business concern,
specifically if we are talking about a service industry and this is precisely the management
policy Bank Alfalah Limited follows. The humility of the management serves as a big
morale booster and encouragement catalyst for all employees in general and new
inductees in particular.

2) Strength And Commitment Of Sponsors

Bank Alfalah Limited is a project of Al-Nahayan family, which is a renowned


Abu Dhabi based investor family. The first project of this particular family was Bank of
Credit and Commerce International (which later on became on of the most renowned

130
banks of the Muslim world). BCCI was acquired by Habib Bank Limited (a nationalized
bank) and as a result BCCI became Habib Credit and Exchange Bank (H.C.E.B). The
bank functioned under this particular name for six years and then Al-Nahayan family
bought 70% of its shares from Habib Bank Limited and renamed the institute as Bank
Alfalah Limited. Thus in real terms the same family reinvested in their lost project and
tried to rejuvenate their brainchild. This reinvestment shows the investor’s trust,
commitment, and perseverance to transform Bank Alfalah Limited into one of the
strongest financial houses of Pakistan. The “Al-Nahayan” family is a royal family and this
fact further adds to the bank’s inherent strength.

3) ‘Kaizan’

Kaizan is a process of continuous improvement in production and every aspect of


value added (Japanese). In a very short time span the management of Bank Alfalah
Limited has been able to develop its image in a very effective and efficient manner.
Through the laborious efforts of the top management and the employees, the entire
organization as a whole has been able to continuously add its prestige as a reliable,
service oriented, and flourishing financial institution. When we compare the image of
Habib Credit and Exchange Bank with that of Bank Alfalah Limited we find a world of
difference, and when we compare the image of Bank Alfalah Limited at its inception with
its present image we find an even greater difference. This fact proves the thesis that there
has been continuous value addition. The number of individuals and corporate entities that
feel comfortable while dealing with Bank Alfalah Limited is increasing on a daily basis.

4) Phenomenal Growth In Profitability, Branch Network And Deposit


Portfolio

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In the very first year of its inception Bank Alfalah Limited closed its operations at
a deposit portfolio of Rs. 7 billion, at the end of the second year the deposit portfolio had
risen to Rs. 14 billion. Thus Bank Alfalah Limited is growing at a multiplier rate of 50%.
The profit before provisions and taxation of your bank for the year 2006 stood at Rs.
3.264 billion which was 10% higher than that of last year. The deposit grew by 7.7% and
stood at a figure of Rs. 239.509 billion while advance portfolio grew by 26% and showed
a figure of Rs. 149.999 billion. When Bank Alfalah Limited started its operations it only
had three branches and in a short time span the branch network has expanded to 195.

5) Vastly Experienced Management

The people who occupy the top positions in Bank Alfalah’s management hierarchy
are certainly no mugs at what they do. Rather they are as capable and as competent as
they come. Their superior management skills certainly do create a synergistic effect when
coupled with the enormous amount of trust sponsors have put in the management. One of
the most evident proofs of above average management expertise are the deposit portfolio
growth, profitability growth, and branch network growth figures shown under the
previous heading.

6) Highly Trained Human Resource Department; Transformation Of Work


Force Into Human Capital

One of the most significant catalysts, management of BAL had incorporated---and


it still is incorporating---in the organization, when H.C.E.B was transformed into Bank
Alfalah Limited, was induction of young and energetic business graduates. This was done
in order to achieve quite a few objectives; one was to raise the overall skill level of the
work force so that service provision could be improved and the second objective was to
reduce the average age of Bank Alfalah Limited’s employees so that an overall sense of
change is trickled down to the grass root level of the organization. Bank Alfalah Limited

132
has an excellent selection / recruitment and training program which are undertaken at its
Training and Development Center, Human Resource Division Karachi.

7) Superior Consumer Finance

In contemporary banking consumer finance has assumed immense significance, as


it is that department of a commercial bank whose personnel directly and extensively deal
with the client body. One of the most predominant sub departments of consumer finance
is Alfalah Car Finance. The customer interface is greater in the consumer finance
department, and the diligent staff of Bank Alfalah limited enriched with its superior
service and relationship skills attracts / persuades these clients to develop relationship
with Bank Alfalah Limited in the arena of corporate banking as well. Thus a strong
consumer finance department really helps the bank to expand its corporate banking
business.

8) Crucial Location Of Branches

All the forty five branches of Bank Alfalah Limited are located at extremely
crucial and vital locations, which is indeed a very significant factor towards earning more
profit. Moreover all of the branches are very well furnished which is an integral
characteristic of a good bank in this age of consumerism.

9) Image Building Activities

Activities such as building of Alfalah Square at Liberty Lahore, the China Khan at
the Alfalah Square, Alfalah Mini Golf Course, and Shahdin Manzil (proposed main
branch, Lahore at The Mall, under construction) have really contributed a lot towards the
image building process of Bank Alfalah Limited. Such activities also make people aware
of the rejuvenation process of Bank Alfalah Limited. Such activities are classified as

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strength because they involve people in the change process that contributes a lot towards
building customer loyalty.

WEAKNESSES

The chief weaknesses are enlisted as under

1) Small Size

Bank Alfalah Limited is small in size; there is no doubt about this fact. Although, as I
mentioned in the strengths section, the branch network is expanding at a phenomenal rate
but still the size is not big enough as compared to some of the big banks present in the
market. Bank Alfalah limited has 189 branches in the whole of Pakistan. A huge branch
network is always an invaluable asset for any bank. Customers simply love it when they
could see another branch of their own bank at every turn they take. Extensive branch
network might reduce per branch profit but it is very likely to raise the overall profit
figure for the entire organization as a whole.

2) Lack of Research Cell

There should be a research cell in the bank, which should be engaged in gathering the
information about the present actions of its competitors

3) Uneven treatment with customers

Customers having accounts with small amounts are not given same services and
dealing given to those with high accounts.

4) Skill Set Of Employees Is Not Up To The Mark As There Is No Job Rotation

134
The contemporary banking all over the world has taken a unique turn i.e. they have
made job rotation an integral part of their management philosophy. Job rotation adds
value to every single employee, as he is able to perform a variety of jobs related to
banking profession. Moreover job rotation increases the human capital pool of the
organization as every one is trained in more than one sphere of banking. Bank Alfalah
Limited completely lacks this.

5) Foreign Banks Still Are A Little More Prestigious

Although Bank Alfalah Limited is continuously adding to its prestige, but still it can
not be rated as a bank with the same repute as International Banks functioning in
Pakistan, for instance ABN AMRO Bank, Citi Bank and Standard Chartered Grindlays.
Banks function as custodian of people’s possessions, act as their agents, represent clients
in trade dealings outside the country, and give different types of guarantees and in all of
these transactions repute plays a central role. And when it comes to repute foreign banks
have a little more of it as compared to Bank Alfalah Limited.

6) Bank Alfalah Limited Does Not Possess Foreign Network

Foreign banks and some local banks having international network have this edge over
Bank Alfalah Limited. Banking transactions regarding trade finance constitute a very
important part of contemporary banking and moreover they are said to be the bread and
butter for the commercial bank. Bank Alfalah Limited, for such transactions has to rely on
its correspondents and agents in other countries, and naturally has to pay them some
remuneration --- an expense banks having foreign network do not have to incur.

7) No Advertising in Electronic Media

135
Bank Alfalah does embark upon occasional sales promotion activities, it also gives
advertisements in the print media, but it has never flashed an advertisement on the
television screen, which is said to be the strongest of all Medias. Some other commercial
banks are really capitalizing on the power of this media; examples are Askari commercial
bank, Muslim commercial bank, Habib Bank Limited etc.

INDUSTRY ANALYSIS:

1) External Factor Evaluation (EFE) Matrix

External factor evaluation matrix is a very useful tool towards assessing as to what are
the factors that constitute the set of the most significant opportunities and threats. I found
it considerably enlightening because of its two dimensional approach towards assessing
an organization i.e. this particular matrix not only considers the relative importance of the
opportunities and threats by assigning them weights but it also allots the factors rates on a
one to four scale depending upon the kind response the organization is giving to the
opportunities and threats.

In the summer break I did my internship at Bank Alfalah Limited, Garden Town
Branch so assessing the opportunities and threats for Bank Alfalah Limited did not pose
any serious difficulties. But since I was also suppose to weight and rate the opportunities
and threats I had to go to the bank in order to get some views from the members of the
organization as to what do they think about the relative importance of the factors and what
is their view point regarding their organization’s response to these opportunities and
threats.

The resultant score of 2.23 shows an average External position of the bank.

136
WEIGHTED
OPPORTUNITIES WEIGHT RATING
SCORE
Extension Of Local Branch Network 0.15 3 0.45
Establishing Foreign Branch Network 0.10 1 0.10
Capitalizing On Information Technology 0.10 3 0.30
Unexplored Market Of MNC’s 0.10 3 0.30
More customers are willing 0.05 1 0.05

WEIGHTED
THREATS WEIGHT RATING
SCORE
Private Sector Banks 0.10 3 0.03
New Trade Policies 0.05 1 0.05
Network Expansion By Foreign Banks 0.10 3 0.30
Pakistani Banks Improve Their Services 0.05 3 0.15
Terrorist Image Of The Country 0.10 2 0.20
Inconsistency In Government Policies 0.10 3 0.30

TOTAL 1.00 2.23

2) Internal Factor Evaluation (IFE) Matrix

The IFE matrix is constructed as a summary step to performing the Internal Audit /
Assessment. Its basic purpose is to list down the major Strengths and Weaknesses of an
organization. Other than these factors, its construction is more or less similar to that of the
EFE Matrix.

As I have mentioned before, I did my internship at Bank Alfalah Limited, Garden


Town Branch. Therefore I have taken the Strengths and Weaknesses of Bank Alfalah
Limited to construct this matrix.

The resultant score of 3.15 shows the strong position of the bank internally.

137
STRENGTHS WEIGHT RATING WEIGHTED
SCORE
Humble Management 0.06 3 0.18
Commitment Of Sponsors 0.08 3 0.24
‘Kaizan’ 0.10 4 0.4
Phenomenal Growth In Profitability 0.05 4 0.2
Vastly Experienced Management 0.02 2 0.04
Highly Trained HR 0.05 3 0.15
Superior Consumer Finance 0.10 3 0.3
Crucial Location Of Branches 0.02 4 0.08
Image Building Activities 0.02 1 0.02
WEIGHTED
WEAKNESSES WEIGHT RATING
SCORE
Small Size 0.15 3 0.45
Lack of research cell 0.05 4 0.2
Uneven treatment with customers 0.05 2 0.1
Skill Set Of Employees Is Not Up To The
0.15 3 0.45
Mark
Foreign Banks Still Are A Little More
0.04 4 0.16
Prestigious
Bank Does Not Possess Foreign Network 0.02 1 0.02
No Advertising In Electronic Media 0.04 4 0.16
TOTAL 1.00 3.15

3) Competitive Profile Matrix

The Competitive Profile Matrix identifies a firm’s major competitors and their
particular strengths and weaknesses in relation to a sample firm’s strategic position. First
of all the critical success factors are determined and examined. Rates and weights are
assigned to each factor. Rate are company based which means the significance and
importance of such factors with in a firm whereas weights are industry based which
means their relative importance in an industry. So weights from 0.0 to 1.0 are assigned to
each critical success factor and the total of such weights should not exceed 1. On the other
hand rates are assigned from 1 to 4, 1 being the minimum and 4, the maximum. Each
factors weight is multiplied by the factors rate and hence the weighted score is observed.

138
Here advertising, turnover, organizational culture, market share etc are considered to be
the various critical success factors.

For comparison with Bank Alfalah Limited, I have chosen Askari Commercial Bank
and Muslim Commercial Bank. The reason for such a choice is simple. As Bank Alfalah
Limited is a local bank; its primary competitors are the other local private banks. Other
than Bank Alfalah Limited, these two banks are providing the best services to the general
public.

BANK ASKARI
CRITICAL ALFALAH COMMERCIAL MCB
Sr.
SUCCESS WEIGHT LIMITED BANK
No.
FACTORS Wt. Wt. Wt.
Rating Rating Rating
Score Score Score
1 Market Share 0.03 2 0.06 2 0.06 3 0.09
2 Price Competitiveness 0.02 3 0.06 2 0.04 2 0.04
3 Advertising 0.15 3 0.45 3 0.45 3 0.45
4 Financial Position 0.03 4 0.12 4 0.12 3 0.09
Variety 0.02 4 0.08 2 0.04 3 0.06
5
Of Products
6 Online Banking 0.05 0 0 3 0.15 4 0.2
7 Location 0.15 3 0.45 1 0.15 1 0.15
8 Domestic Networking 0.1 4 0.4 2 0.2 2 0.2
9 International Network 0.05 0 0 4 0.2 4 0.2
10 Customer Loyalty 0.1 4 0.4 3 0.3 3 0.3
Environment 0.05 3 0.15 4 0.2 3 0.15
11
& Decor
Customer 0.15 4 0.6 3 0.45 2 0.3
12
Relationship
Efficiency 0.05 3 0.15 3 0.15 3 0.15
13
of Staff
14 Brand Recognition 0.05 2 0.1 2 0.1 3 0.15
TOTAL 1 3.02 2.61 2.53

139
4) The Strengths-Weaknesses-Opportunities-Threats SWOT
matrix:

SWOT matrix is formulated by considering and evaluating the strengths, weaknesses,


opportunities and threats of an organization. Through proper and keen observation, the
following factors are been initialized for the SWOT analysis of Bank Alfalah Ltd.

STRENGTHS WEAKNESSES

1. Humble Management 1. Small Size


2. Commitment Of Sponsors 2. Lack of research cell
3. Disproportionate Presence
3. ‘Kaizan’ Of Old Staff
4. Phenomenal Growth In 4. Skill Set Of Employees Is
Profitability Not Up To The Mark
5. Vastly Experienced 5. Foreign Banks Still Are A
Management Little More Prestigious
6. Highly Trained HR 6. Bank Does Not Possess
7. Superior Consumer Foreign Network
Finance 7. No Advertising In
8. Crucial Location Of
Branches Electronic Media
9. Image Building Activities
OPPORTUNITIES SO STRATEGIES WO STRATEGIES
1. Expansion of branch 1. Increase Branch
1. Extension Of Local Branch network to increase Communications
Network profitability Network
2. Establishing Foreign 2. Capturing the market 2. Product development
Branch Network currently held by the 3. Expansion to foreign
foreign banks countries to facilitate
3. Capitalizing On 3. More investment in the Expatriates in transmitting
Information Technology projects of Multi National money
4. Unexplored Market Of companies 4. Training of the existing
MNC’s 4. More Advertisement to employees to increase their
5. More customers are willing promote the efficiency and
increasing branch network effectiveness

THREATS ST STRATEGIES WT STRATEGIES

140
5) Strategic Position and Action Evaluation (SPACE) Matrix

This four-quadrant framework indicates whether aggressive, conservative, defensive, or


competitive strategies are most appropriate for an organization. The axes of the SPACE
matrix represent two internal dimensions (financial strength [FS] and competitive
advantage [CA]) and two external dimensions environmental stability [ES] and industry
strength [IS]). These four factors are the most important determinants of an organization’s
overall strategic position. For Bank Alfalah Ltd. this matrix is been drawn using the
following critical success factors

1. Private Sector Banks 1. High customer loyalty 1. Increase the marketing to


2. New trade policies and experience can be the customers to meet the
3. Network Expansion By use to avoid disasters and competitors claims
Foreign Banks breakdown in service 2. Decrease the number of
4. Pakistani Banks 2. More effective leadership personnel to avoid the
Improve Their Services to increase competitive threat of takeovers
5. Terrorist Image Of The and relative advantage 3. Increasing employee
Country 3. Increased profits to be retention through the
6. Inconsistency In used to open new introduction of attractive
Government Policies branches to compete with pay and benefits
competitors
4. Opening new branches in
business related hubs

141
Ratings Average
Financial Strength (FS)
Bank’s revenue increased by 74 % 4
Bank’s profits increased by 43.5 % 4
Return on assets have also increased showing effectiveness of bank in
proper utilization of its assets 3 3.50

Return on equity has increased indicating that the bank has become more
attractive for its investors 3

Industry Strength (IS)


Growth and Profit potential 4
3.50
Deregulation provides geographic & product freedom & increases competition 3
in banking industry
Environmental Stability (ES)
High inflation and Technological changes
-4
Political instability -3 -3.33
Competitive pressure and Demand variability
-3
Competitive Advantage (CA)
Becoming increasingly Competitive
-2
-2.67
Bank’s customer base is expanding and strong Customer loyalty -3
Providing services all over Pakistan -3

DIRECTIONAL VECTOR COORDINATES

X - axis:
Industry Strength + Competitive Advantage
3.50 + (-2.67) = 0.83

Y - axis:
Financial Strength + Environmental Stability
3.50 + (- 3.33) = 0.17

142
5

Conservative 4
Aggressive
3

-4 -3 -2 -1 0 1 2 3 4

-1

-2

-3

Defensive -4 Competitive
-5

From the examination and evaluation of the above mentioned SPACE matrix for Bank
Alfalah Ltd.,it can be represented that the bank is currently been falling into the region of
being AGGRESSIVE, which shows the banks is in an excellent position to use its internal
strengths to take advantage of external opportunities overcome internal weaknesses and
avoid external threats.

6) Boston Consulting Group (BCG) Matrix

143
This matrix enhances multidivisional firms’ efforts to formulate strategies. It stresses
that autonomous divisions (or profit centers) constitute the business portfolio. It states that
a firm’s divisions may compete in different industries requiring separate strategy.
This matrix

• Graphically portrays differences among divisions

• Focuses on market share position and industry growth rate


• Manages business portfolio through relative market share position and industry
growth rate

Relative market share position is defined as


“Ratio of a division’s own market share in a particular industry to the market share held
by the largest rival firm in that industry”

Relative Market Share Position

High 1.0 Medium 0.5 Low 0.0


High 1.0
Industry Sales Growth Rate

Stars Question Marks


II I
Bank
Alfalah
Medium 0.5 Limited

Cash Cows Dogs


III IV

Low 0.0

144
7) Internal – External Matrix

This matrix is a continuation and an advanced form of the Boston Consulting Group
(BCG) Matrix. The same interpretation goes for this matrix as well. The non-availability
of the department wise data limits me to construct only a rough sketch of the matrix.

THE IFE TOTAL WEIGHTED


SCORES (3.15)

Strong Average Weak


3.0 to 2.0 to
1.0 to 1.99
4.0 2.99
(2.23)THE EFE TOTAL WEIGHTED SCORES

4.0 3.0 2.0 1.0

High
I II III
3.0 to 4.0

3.0
Medium
IV V VI
2.0 to 2.99
Bank Alfalah
2.0
Low
VII VIII IX
1.0 to 1.99

1.0

145
8) The Grand Strategy Matrix:
The upcoming details and evaluation will show a grand strategy matrix for Bank
Alfalah Ltd. based on the observation.

Quadrant II Quadrant I

1. Market development 1.Market development


2. Market penetration 2. Market penetration
3. Product 3. Product development
development 4. Forward integration
4 Horizontal 5. Backward integration
integration
WEAK 6. Horizontal integration STRONG
5. Diversification
COMPETITIVE 7. Concentric COMPETITIVE
6. Liquidation
POSITION diversification POSITION

Quadrant III Quadrant IV


1. Retrenchment 1. Concentric
diversification
2. Concentric
diversification 2. Horizontal
diversification
3. Conglomerate
diversification 3. Conglomerate
diversification
4. Divestiture
4. Joint Venture
5. Liquidation

RAPID MARKET GROWTH

146
SLOW MARKET GROWTH

According to my observation while working with Bank Alfalah Ltd.,It have experienced
and evaluated that my bank lies in the first quadrant of the Grand Strategy Matrix,i-e,
Quadrant I. This is because Bank Alfalah is enjoying a moderate rapid growth in the
market and the competitive strategy position as well in the industry. So for this purpose,
we can say that Bank Alfalah is in an excellent strategic position. So continued
concentration on current markets and products are appropriate strategies. Also Bank
Alfalah Ltd. can afford to take risks and advantages of external opportunities in many
areas, this is the reason that now Bank Alfalah Ltd, has started the ISLAMIC banking in
the countries like Afghanistan and Bangladesh. So market development, market
penetration and product development are appropriate strategies.

147
MARKETING MIX OF BANK ALFALAH LTD.
Marketing mix is a set of tools you need for establishing your detailed marketing
plans and forecasting your sales to pursue the marketing objectives in the target markets.
Thus marketing mix of any organization is very much important in order to ascertain the
overall functioning of the organization. Bank Alfalah has a strong marketing mix structure
for its branches growth. Marketing mix of Bank Alfalah will be focusing the following
major aspects:

 Product
 Price
 Place
 Promotion

PRODUCT

Due to trend setting and innovative banking, Bank Alfalah presents a range of
quality products with revolutionary perks and convenience. Alfalah provides a wide range
of products/ services to its customers, which can be compared with any foreign, or
national bank in terms of quality and reliability. The acceptability of these products is
very much effective to the customers. Bank Alfalah has now achieved a competitive

148
advantage over other banking institutions by offering a complete range of banking
solution for its valued customers.
As per current laws and State Bank of Pakistan’s regulations, customers are
required to provide proof of their identity and a satisfactory introduction to open any
Bank Account. Term Deposit account can be opened by providing a copy of national
identity card only.
Here is an overview of different products and services formulated by Bank Alfalah.

Nature of Accounts Offered

No doubt in saying that the basic function around which the banks operations
circulate constitute the opening of accounts and ultimately enhancing the deposit base for
the branch. Accounts offered by the banks for the deposits of customers constitute the
basis of their operations and develop the basic relationship between a banker and
customer.

Deposit Products

Likewise, Bank Alfalah has formulated a number of accounts for the deposits of
customers, with unique features. These are:

• Current Accounts

This account offers unlimited deposit and withdrawal facility to facilitate business
transactions. There is absolutely no limit on number of transactions deposits and
withdrawals. Individuals, partnerships, companies, associations, clubs, societies, and
NGOs are eligible to open current account.

149
• PLS SAVINGS Accounts

Saving account is the most common account for individuals. Saving accounts are
designed to mobilize savings primarily from a large number of individuals and
households. Any one or more individuals or partners can open a PLS saving account with
the bank.

• ROYAL PROFIT:

Royal profit is a highly yield rupee account intended to provide higher rates of
profit to high net worth customers and greater flexibility and convenience in terms of
transactions.

• BASIC BANKING ACCOUNT:

• Initial deposit for account opening is Rs. 1,000 with no minimum balance
requirement.

• Non interest bearing checking account.

• Maximum 2 deposits & 2 withdrawals through cheque are allowed.

• Free debit card can be used to withdraw cash and make purchases at thousands of
outlets across Pakistan which provides access to funds 24 hours a day.

• No restriction on ATM withdrawal.

150
• Alfalah Education:

Alfalah Education is a Term Deposit product with No Additional Cost (NAC)


education insurance cover for account holders with school going children. Alfalah
Education Account , beside offering competitive return on TERM DEPOSIT , offers
tuition fee reimbursement of children for 15 years of schooling or up to their 20th
birthday, in the unfortunate event of the death (either through accident, illness or natural
causes) of the main breadwinner (account holder) parent.
Alfalah Education offers a competitive return on term deposit and secondly, it creates a
contingency provision for our school going youth’s education in the hapless event of the
death of any major breadwinner. The product seems rewarding in the current scenario of
increasing number of children of school going age and the general public interest in
quality education of their off springs.

• Alfalah Mahana Amdan:

Alfalah Mahana Amdan is a 3 year TDR with expected rate of profit of 10% p.a.
This term deposit will provide an opportunity to individual/joint customers to enjoy
higher returns that will automatically be credited to his/her current/PLS/RP/BBA account
on 1st working day of each month.
This facility is not available for business and corporate customers.

• Alfalah Kifayat :( more than a saving account)

Features:

151
• Any Pakistani resident over the age of 18 can open this account. This account is
for individual/joint customers only. Other customers like companies, corporate etc
are not eligible for opening of this account
• Minimum balance requirement for opening this account is Rs. 10,000/- with a
maximum of Rs 1, 000,000/-
• Three debit transactions are allowed in a month either through cheques or Debit
Card/POS machine.
• There is no restriction on deposit transactions.
• The bank will issue the first cheque book of 25 leaves and a Debit card free of
cost.
• Profit will be calculated on monthly minimum balance basis and will be credited
in the account on quarterly basis. No profit shall be payable for a particular month,
if the minimum balance for any particular day of said month falls below the
amount of Rs. 10,000/-.
• All service charges are as per the prevailing ‘Schedule of Charges’.
• Only one account per customer will be allowed across all branches of Bank
Alfalah.

• NOTICE DEPOSITS

These are the short-term deposits of customers where the notice is to be given to the
bank prior to the withdrawal. Profit rates for these deposits are:
07 - 29 days 4.00%

30 days & above 4.50%

• TERM DEPOSITS

Term deposit is a fixed PLS account where the profit rates increase with the amount as:

152
Tenures Rates of profit
1 Month 3.50%

3 Months 4.00%

6 Months 4.25%

1 Year 4.75%

2 Years 6.00%

5 Years 6.50%

Salient features:
• Short to long term deposits
• Choice of term 1,3,6,12,26 & 36
• Minimum balance required Rs. 50,000/-
• Profit paid on maturity of respective term profit rates increase with tenure and
amount

• FOREIGN CURRENCY ACCOUNTS

Due to the increasing globalize business; all leading commercial banks have been
offering foreign currency accounts to their customers. Bank Alfalah has done it by
facilitating its customers to have their foreign currency accounts in the bank.
At present, BAL offers US Dollar & UK Pound accounts and profit is being paid on half
yearly basis.

• ON-LINE SERVICE

153
Bank Alfalah provides on-line services to its customers. At present, this service
facilitates the customers to deposit and transfer their amounts from one branch to another
of BAL. It is being planned to launch a universal account to update this facility and make
it more extensive.

OTHER CONSUMER PRODUCTS

Besides the accounts variety that has been mentioned in the previous sections,
Bank Alfalah Islamic Banking provides a wide range of products that are purely Islamic
based.
These products fall in the category of Musharakah, Maharajah based financing, that is
related to the trade concerns and not the interest based financing or mark up thing.

• ALFALAH VISA CARDS (FREE forever)

Your Bank Alfalah Credit Card is your partner everywhere and is globally accepted and
welcomed at locations displaying the VISA logo. It is accepted at nearly 30 million
locations in more than 150 countries around the globe and over 18,000 Bank Alfalah’s
establishments in Pakistan.

Alfalah VISA lets you pay for shopping, travel, entertainment, meals and much more.
Card members are facilitated through a number of promotions from time to time. In
addition, there are a number of strategic business partnerships with leading local and
international brands for purchase of home appliances at exciting Step-BY-Step (SBS)
monthly installment plan with free home delivery at lowest interest rates.

• ALFALAH HILAL CARD (Debit Card)

154
In our endeavor to give you versatile banking options to fulfill your financial needs,
Bank Alfalah Limited presents you the Alfalah Hilal Card, the first Visa Electron
International Debit Card which gives you an unlimited access to your current / savings
account with a simple swipe, at millions of retail shops and ATMs, worldwide. The
Alfalah HilalCard is globally accepted welcomed at all locations displaying the VISA/
ELECTRON/PLUS logos with self-printing POS terminals. Your card is accepted at
nearly 13 million physical locations in more than 130 countries round the globe with
above 14,000 major establishments in Pakistan.

What's more, 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 hassle of
remembering your PIN for retail transactions and no need to go to the ATM for cash
withdrawal, one swipe and your transaction is complete.

• CAR FINANCE

Financing a car at Alfalah Bank is very easy with the due favor of no collateral
requirement. Alfalah Car is a consumer-financing scheme that enables a customer to own
his desired car at easily affordable and flexible installation with minimum down payment
and insurance. All maintenance and insurance expenses are borne by the bank because of
the reason that the ownership of the car is still with the bank even after the signing of the
contract. The bank is just receiving the rentals from the customers. All businessmen,
Corporate Employees, Salaried and self-employed professionals having net take home
income in excess of three times the monthly installment are eligible to take the advantage
of this scheme.

The customer is able to finance their vehicle(s) the smart way with us. Bank will
purchase the vehicles(s) of the customer’s choice and later rent to the client at a pre
agreed rental amount. Ownership of the vehicle(s) is transferred to the client upon

155
satisfactory payment of all the rentals by the time the customer’s security deposits period
expires.

• ALFALAH AGRI FINANCE

Bank Alfalah Ltd. (BAL) agri finance program has been named as "Bank Alfalah
Zarie Sahulat”. Bank is extending this service to the clients on a competitive markup rate.
BAL model is in letter and spirit based on SBP instruction. The scheme now covers
financing of a multitude of activities related to crop production, harvesting, transportation,
marketing, storage, processing, packing, export, agri development, working capital and
fixed investment financing of agri non crop activities, storage, silos, etc. making it quite
exhaustive and comprehensive. The products have been, therefore, designed keeping in
mind objectivity of practical applicability in market scenario and to cater to the most
commonly demanded items of agricultural financing by farmers

• Alfalah Karobar finance

a) AKF is a Running Finance facility between Rs 0.50M to Rs 10.0M.

b) Tailor-made product for SMEs for their working capital financing based on the
cash flow methodology. (Our Edge = Better pricing, quicker TAT and low
processing charges.)

c) At Bank Alfalah, 65 branches are designated to deal with AKF business in the
entire country.

156
d) The purpose of the AKF is financing procurement of raw material, finished goods
and receivables of SME businesses.

MONEYGRAM

Bank Alfalah limited, in collaboration with Money Gram, offers remittance service to
Pakistan. Money Gram is person to person money transfer service that allows consumers
to receive money in just a few minutes. Money Gram is available in over 156 countries
and in more than 40,000 locations worldwide.
With Money Gram your money is transferred immediately and usually arrives at the
receiving end within 10 minutes, other services can take days or weeks. There are no
complicated procedures and you do not need a bank account or a credit card. What’s
more, the receiver is handed the cash immediately.

SOME SERVICES OF BANK ALFALAH LTD.

In addition to the above mentioned products offerings by the bank, we are engaged in
providing some extraordinary facility services to our customers as well. The details are as
under:

• Bank Alfalah Rupee Traveler Cheques

Rupee traveler’s cheques are being pioneered by MCB Bank limited initially but these
days many banks are engaged in providing this service to the clients. Rupee traveler
cheques are been issued at different denominations at Bank Alfalah.

157
• Relationship Banking

Relationship banking is basically a term been used for the purpose of the banking 365
days all along and 24 hours a day. The Bank prides itself on recognizing and fulfilling the
varied financial needs of its customers. In doing so, it tries to develop and build upon
relationships that are based on mutual trust and confidence: the very essence of what they
call "Relationship Banking". A customer can operate his account from any branch in the
country, or through its 24-hour ATMs.

• Bank Alfalah Lockers

Before disclosing the details of lockers facility by the bank, a quote needs to be
mentioned,
“If your jewellery has been giving you sleepless nights, and the prize bonds tucked in
the bottom drawer make you feel tense, it's time to discover peace of mind.”

Bank Alfalah provides safe deposit locker facility to its customers for safe keeping of
their valuables like documents, securities and jewellery etc. For the snatching of the peace
of mind, Bank Alfalah is the best Trustee amongst all. Because of the reasons that the
bank is providing extraordinary services for the easy lockers.

• The online Banking

Contrary to other banking organizations, Bank Alfalah is constantly engaged in


finding new ways to facilitate its customers and to increase its customer net. THE BANK
ALFALAH’s ON-LINE BANKING is a competitive edge for them; because in this
service they provide a facility to their customer that they can operate transfer their amount

158
on a phone call! All the requirements for inquiries, transactions, suggestions and
complaints are handled over the phone.

• Phone Banking

24 hours UAN connectivity with unmatched ease and convenience servers our
customers efficiently through interactive Voice Response delivering cards, PIN
generation and other services.
• Automated Teller Machines (ATMs)

The ATM’s are provoking new ways to attract the customers through facilitating
transactions. The Auto Teller Machines at Bank Alfalah are continuously running and
delivering instant cash facilities to the customers any time in the day. Its ATMs allow the
customers an access to their money 24 hours a day, 7 days a week, giving you flexibility
to bank at your convenience.

Miscellaneous Services:

o Issuance of Pay Order


o Issuance of Demand Draft
o Collection of Local, outstation and foreign bills
o Import export facilitation

PRICE
The term pricing refers to:

“The key to pricing is to Build value into the product and price it accordingly.”

159
Bank Alfalah has to face the ever-increasing competition in the fabric industry. As the
number of competitors are increasing day by day but still Bank Alfalah enjoys a
reasonable market share with the facts of providing excellent services amongst the
competitors.
BAL provides different products and services to its customers, which have been
discussed in previous section. Pricing of products means the commission to be paid by the
customer in return of services provided by the bank. The price paid for the services
mainly include:

• Mark up
• Bank charges
• Fees and bank commission etc.

These charges and commissions are prescribed on Schedule of Bank Charges (SOC)
that keeps on changing time-to-time, and issued by the bank periodically (generally after
six months).The price charged for all the products and all the services is given in
complete detail in the schedule of bank charges for Islamic banking are as follows:

PLACE

Pricing refers to the following methodologies taken by an organization:

“Various activities the company undertakes to make the product accessible and
available to the target customers”

Also,

“Its can be viewed as set of interdependent organization involved in the process of


making a product or service available for use or consumption”

160
Place refers to the means by which our customer acquires your product. This includes the
actual place it is purchased (the shop, the telephone, the web page, the warehouse) as well
as the actual route of distribution. Simply place refers how you will sell your product to
your customers.

The objective of Bank Alfalah’s has always been to expand its branch network to
meet clients’ needs as has been mentioned clearly in the mission statement of the bank. .
Bank is well positioned and geographically poised, to cater for increased business
demands, from its existing potential clientele. Bank Alfalah has 195 branches, spread all
over Pakistan covering major business centers and principle cities. Bank plans to add
more branches to his growing network in the ensuing years.

At present, Bank Alfalah has opened all its branches at commercial and business areas or
near to commercial areas so that the customers or clients face no problem in reaching the
bank. Head Office of Bank Alfalah is situated in Karachi. The detail description of its
branches is as follows:

No. Branch Name Address PABX FAX No


1 Abbottabad 191, Supply 0992-344723- 0992-344728
Bazar, Main 6
Mansehra Road,
Abbottabad
1 Ahmedpur East Plot#188, Block (062) (062) 2275503
Branch XI, Kutchery 2275504-8
Road, Ahmedpur
East
1 Arifwala Branch 47/D, Zain Palace, 0457-835711- 0457-835717
Qaboola Road, 13

161
Arifwala
1 Attock Branch Zila Council 057-2701557- 057-2700248
Building, Kutchery 58
Chowk, Attock
City
1 Bahawalnagar Shop # 6, Ghallah (063) (063) 2277437
Mandi, 2272005-8
Bahawalnagar
1 Bahawalpur Branch Ground Floor, 062-2889922- 062-2889874
Bldg.No.V/912, 25
Circular Road,
Bahawalpur
1 Bahawalpur Branch Ground Floor, 062-2889922- 062-2889874
Bldg.No.V/912, 25
Circular Road,
Bahawalpur
1 Bhalwal Branch Liaqat Shaheed 048-6642647 048-6643709
Road, Bhalwal
1 Burewala 95-C, AL-Aziz 067-3771901- 067-3771905
Market, College 04
Road, Burewala
1 Chakwal City trade Centre, 0543-555206- 0543-555220
Tehsil Chowk, 218
Rawalpindi Road,
Chakwal
1 Chaman Branch Trunch Road, 0826-613440 0826-613488
Chaman,
Balochistan
1 Karachi Main Branch B. A. Building 021-2414030- 021-2417006
I.I.Chundrigar 39

162
Road, Karachi
2 Cloth Market Branch Luximidas Street, 021-2401621- 021-2401627
Karachi 26
3 Clifton Branch Fl-10, Block 5, 021-5833779 - 021-5879175
KDA Scheme 5, 82
Khayaban-e-
Roomi, Clifton,
Karachi
4 Shahrah-e-Faisal Progressive 021-4313536- 021-4313539
Branch Square, Block 6, 38
PECHS, Shahrah-
e-Faisal, Karachi
5 Jodia Bazar Branch Gulzar Manzil, 021-7532482- 021-2401627
Jodia Bazar, 84
NP/12/49-50,
Mohammad Shah
Street, Karachi
6 Korangi Branch Plot No ST 4/2, 021-5050964,- 021-5050653
Sector 12-B, 387
Aiwan-e-Sanat,
Korangi, Industrial
Area, Karachi
7 M.A.Jinnah Road Plot No.23/1, Zelin 021-2750627- 021- 2750 629
Branch Place, (Habib 8
Bank
Bldg.)M.A.Jinnah,
Road / Abdullah
Haroon Road,
Karachi
8 SITE Branch Siemens 021-2582114- 021-2582113

163
Chaurangi, 116
S.I.T.E. Karachi
9 North Karachi Plot No SA-1 (ST 021-6950805- 021-6986051
Branch 1/1/) Sector 12-B, 06
Gabol Town,
North Karachi,
Industriail Area,
Karachi
10 Paper Market Plot No.S.R.7/23, 021-2211353- 021-2211243
Branch Campbell Street, 58
Paper Market,
Karachi
11 Gulshan-e-Iqbal Ground Floor, 021-4984937 021-4984971
Branch Sumera
Apartments, Plot
SB-15, Block 13-
B, KDA Scheme
No 24, Gulshan-e-
Iqbal, Karachi
12 Stock Exchange 18-20, Karachi 021-2417515-
Branch Stock Exchange, 19
Building, Stock
Exchange Road,
Karachi
13 North Napier Road Ground Floor, 021-2544021- 021-254006
Branch Building at 24
Surv.No.35 /
Sheet, No.NP-10
(Old
Surv.No.A26/5),

164
Napier Quarters,
Karachi
14 Bahadurabad 1-3, Prime Arcade, 021-4128577- 021-4129676
Branch Bahadur Shah 81
Zafar Road,
Bahadurabad,
Karachi
15 Timber Market Siddiq Wahab 021-7750635- 021-7733463
Road, Old Haji 9
Camp, Karachi
16 Defence, Karachi Plot No 40 & 42, 021-5304167
26th Commercial
street, Defense
Housing Authority,
Phase V, Karachi
17 PECHS 154-S, Block 2, 021-4538423- 021-4314221
PECHS, Karachi 24
18 Federal B Area C-28, Block 13, 021- 6344700 021-6803043
Federal B Area,
Karachi
19 Eidgah Branch, 166, M.A. Jinnah 021-2217290- 021-2217244
Karachi Road, Near Light 4
House, Karachi
20 Tipu Sultan Road Z-111,112, 021-4398457- 021-4398456
Adamjee Nagar, 9
Tipu Sultan Road,
Karachi
21 Marriot Road Murad Khan 021-2414138- 021-2412082
Road, Marriot 40
Road, Karachi

165
22 Hyderi Al-Burhan Circle, 021-6626066
Block E North
Nazimabad,
Karachi
23 Gulistan-e-Jauhar 30-31, Saima 021-4815926- 021-4815924
Classic, Rashid 7
Minhas Road,
Karachi
24 Korangi bypass (D. 114, 9th East 021-5887571- 021-5887574
H. A. Phase I) Street, D. H. A. 73
Phase I, Karachi
25 Hawksbay Road KB-28, Haji Ishaq 021-2355873
Market, Main
Hawksbay Road,
Karachi
26 Shershah Branch D-283, Main 021-2585001- 021-2585005
Shershah Road, 4
SITE, Karachi
27 Landhi Branch, Area 5-D, Sctor 021-5034451- 021-5030875
Karachi 36-E, Landhi 3
Township, Karachi
28 Tariq Road Branch 124/A, Block 2, (021) (021) 4386056
P.E.C.H.S, Main, 4386052-5
Tariq Road,
Karachi
29 Malir Cantt Branch Old Malir 021- 4904601 021-4904602
Cantonment
Library, Cantt
Bazar, Malir Cantt,
Karachi

166
30 Gulshan Chowrangi Sani Arcade, 021-4988695 021-4985729
Branch Block 3, Gulshan-
e-Iqbal, Karachi
31 Garden East Branch, Silver Jubilee 021-2238704, 021-2225941
Karachi Apartment, 2238717,
194/2/1, Britto 2238722,
Road, Near 2238605
Ismailia Jamat
Khana, Garden
East, Karachi
32 DHA Phase IV, Plot No. 80, 10th 021-5312832- 021-5312837
Karachi Commercial 35
Street, Phase IV,
Defence Housing
Authority, Karachi
33 Gizri K-4/3, Bazar Area 021-5868991- 021-5867149
Clifton, Karachi 93
34 Sea View Sahil Promenade, 021-5364095- 021-5371259
Block 3, Scheme 97
5, Clifton, Karachi
35 Nazimabad "Al-Kausar (021) (021) 6708978
Homes, Plot # 2, 6708980-83
Block-III, Sub-
Block “E”,
Nazimabad,
Karachi
1 L. D. A. Plaza Kashmir Road 042-630 6201- 042-
Branch Lahore 5, 042-630 6307836,042-
5614-18 6301193,042-
6368905

167
2 Gulberg, Lahore 125/E-1,Gulberg- 042-5877800- 042-5754900
Branch III, Lahore 5
3 Defence Lahore G-9, Commercial 042-5729723- 042-5729727
Branch Area, Phase-I, 26
ICCHS (Defence),
Lahore Cantt.
Lahore
4 Circular Road, Circular Road, 042-7638256-
Branch Lahore 58
5 Township Branch 47, B/1, Block 10, 042-5152831- 042-5113716
Akber Chowk, 6
Township, Lahore
6 Badami Bagh 29-30,PECO 042-7704961 042-7728074
Branch Road, Badami
Bagh, Lahore
7 Allama Iqbal Town 36, College Block, 042-543 2961- 042-5432960
Branch Allama Iqbal 5
Town, Lahore
8 Shah Alam Market Hilal-e-Ahmar 042-7673401- 042-7673409
Complex, Shah 6
Alam Market,
Lahore
9 Shadman Branch Bunglow No. 88, 042-7538116- 042-7538119
Shadman - 1, 18
Lahore
10 Tufail Road, Lahore 50/3, Tufail Road, 042-6689016- 042-6688374
Cantt Lahore Cantt 19
11 Lahore Stock Basement Level 2, 042-6307461- 042-6307469
Exchange Lahore Stock 68
Exchange

168
Building, 19,
Khayaban-e-Iqbal,
Lahore
12 IBD- New Garden Awami Complex, 042-5846374- 042-5846386
Town Block 1, New 81
Garden Town,
Lahore
13 Baghbanpura, 268, G.T. Road, 042-6844006- 042-6844010
Lahore Baghbanpura, 9
Lahore
14 Ravi Road, Lahore 13, Ravi Road, 042-7708661- 042-7708660
Lahore 5
15 Thoker Niaz Beg Raiwind Road,
Lahore
16 Shahdin Manzil Faysal Chowk, 042-601 2000 042-6012081
Lahore
17 Liberty Market 10-C, Commercial 042-5789431- 042-5755226
Area, Liberty 34
Market, Gulberg
III, Lahore
18 Azam Cloth Market Rehman Centre, 042-7643851- 042-7643860
Akbar Block, 54
Azam Cloth
Market, Lahore
19 Shadbagh 37,Umer Din 042-7616252- 042-6260295
Road, 56
Wassanpura,
Lahore
20 Defence Extension Divine Centre, 042- 570 042-570 0311
Near Bhatta 0301-9

169
Chawk, New
Airport Road,
Lahore Cantt
21 Urdu Bazar Urdu Bazar, 042- 7210644 042- 7210647
Lahore
22 Shahdara Branch Main G.T Road, (042) 7900290 (042) 7900291
Shahdara Chowk,
Lahore
23 Walton Road Branch E-28/A, Main (042) (042) 6687391
Walton Road, 6602334-8
Lahore
24 Brandreth Road 91-A, Brandreth 042-7674115- 042-7671633
Branch Road, Near 18
Australia Building,
Lahore
25 Ghari Shahu Branch 99-A, Allama Iqbal (042) 6310973 (042) 6360962
Road, Ghari
Shahu, Lahore
26 DHA Phase II 65 CCA, Phase II, 042-5748846- 042-5748849
Branch, Lahore DHA, Lahore 47
27 Model Town, Lahore 13 Bank Square, 042-5884670- 042-5884675
Central 72
Commercial
Market, Model
Town, Lahore
28 Cavalry Ground, 35 Main 042-6610531- 042-6610536
Lahore Boulevard, 32, 6610534
Officers Housing
Scheme, Cavalry
Ground Lahore

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29 Chuburji 24, Niaz View (042)7356640- (042)7222236
Scheme, Rewaz 42
Garden, Chuburji,
Lahore
30 Main Market Gulberg 32-E-Main Market, 042-5786955- 042-5786964
Gulberg II, Lahore 59
1 Islamabad Branch Awan Arcade, 051-2873345- 051-2279897
Jinnah Avenue, 8
Blue Area,
Islamabad
2 I-10, Markaz, 4-A,I-10 Markaz, 051-4435804- 051-4435807
Islamabad Islamabad 6
3 F-7, Markaz 5-A, Markaz, F-7, 051- 265 051-265 3940
Islamabad 3941-49
4 F-10, Markaz 4-D, Urfi Centre, 051-2809 703- 051-2809 702
F-10 Markaz, 711
Islamabad
5 Islamabad Stock 101, W. Waqas 051-280 4102- 051-280 4106
Exchange Plaza, Blue Area, 104
Islamabad
6 I-8 Markaz, Plot No. 34, I-8 051-4862563- 051-4862567
Islamabad Markaz, 6
Islamabad
7 G-9 Markaz, 39, G-9 Markaz, 051-2253002- 051-2854932
Islamabad Mauve Area, 3
Islamabad
8 F-8 Markaz, Shop # 2 & 3 Al- 051-7151673, 051-2260270
Islamabad Babar Center, F-8 2854615
Markaz,
Islamabad

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1 The Mall , B.A. Building, 8 051-5700038- 051-
Rawalpindi The Mall, 40,051- 5700042,051-
Rawalpindi 5566084,051- 5700029,051-
5566086 5700037
2 Satellite Town B/20 North Star 051-4424080-
Branch Plaza, Murree, 85
Road, Satellite
Town, Rawalpindi
3 Jinnah Road , A-351, Jinnah 051-5775325- 051-5775324
Rawalpindi Road, Rawalpindi 28
4 College Road Rawalpindi 051-5762 051-5762 007
0008
5 Chaklala Scheme III 59, Shah Plaza, 051-5766003- 051-5766005
Branch Commercial Area, 4
Chaklala Scheme
III, Rawalpindi
6 Lalazar Branch Tulsa Road, 051-5522904- 051-5527814
Lalazar, 5
Rawalpindi
7 Peshawar Road Plot No. 400/2, 051-5468401- 051-5468403
Branch Gammon House, 02
Peshawar Road,
Rawalpindi
8 Airport Road 7- Fazal Town, (051)5781484- (051)5781483
Airport Link Road, 5
Rawalpindi
1 Peshawar Branch 6-B, Saddar Road, 091-5287051- 091-5287058
Peshawar Cantt. 7
2 Peshawar City Park-in Hotel 091-251794-6 091-251380
Branch Building,

172
Peshawar City
3 Hayatabad Hayatabad, 091-5822903- 091-5822908
Karkhano Market, 907
Jamrud Road,
Peshawar
4 G. T. Road 1045- 091- 2593003 091-2593001
1046,Hashtnagri,
Opp: Sarhad
Chamber of
Commerce,
G.T.Road,
Peshawar
1 Quetta Branch M. A. Jinnah 081-2827567 081-2827562
Road, Quetta
2 Hazar Gunji Truck Stand, 081-2460520 081-2460519
Hazar Gunji,
Quetta
3 Cut Piece Cloth Shahra-e-Iqbal, 081-2834425 081-2827270
Market Quetta,
Balochistan
4 Double Road Arbab Plaza, (081) (081) 2441665
Double Road, 2441961-62,
Quetta 2441662
1 Chichawatni Rai House, 1, 040-5487802- 040-5487807
Railway Road, 5
Chichawatni
1 Chiniot 1-A, Shahrah-e- 047- 6337704- 047- 6337706
Quaid-e-Azam 05
1 Chitral Branch D.C. Office Road, (0943) (0943) 412988
Opposite 414367,

173
Mountain Inn 414396
Hotel, Attalique
Bazar, Chitral
1 Daharki Branch 1285-1287, Zafar 0723-641255 0723-644040
Bazaar, Daharki,
Taluka & Town
Daharki
1 Daska Gujranwala Road, 052- 6616834- 052- 6619650
Daska 5
1 Dera Ismail Khan 3666-B, Kashmir 0966-720606- 0966-720612
Chowk, North 610
Circular Road,
Dera Ismail Khan
1 Dera Ghazi Khan B.A. Building, 064 - 064 - 2468104
Branch Jampur Road, 2468201-6
Deara Ghazi Khan
1 Faisalabad Branch Ground Floor, 041-2617436- 041-2617432
State Life Bldg. 9
Liaqat Road,
Faisalabad
2 Peoples Colony 237-B, 041-8722636- 041-8722184
Commercial Area, 39
D-Ground,
Peoples Colony
No 1, Faisalabad
3 Susan Road 25-Z-101, Susan 041-8556 673- 041-8556679
Road, Madina 5
Town, Faisalabad
4 Rail Bazar, P-81, Rail Bazar, 041-2540801- 041-2540806
Faisalabad Faisalabad 3

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5 Yarn Market Branch P-229, Tikka Gali 041-2621486 041-2621487
No. 2,
Montgomery,
Bazar, Faisalabad
6 Minerva Road Shop No. 16 & 17, 041-2540763- 041-2540759
Branch Golden Market, 5
New Grain Market,
Minerva Road,
Faisalabad
7 Sheikhupura Road, P-352-A, Gulistan 041-8582141- 041-8582147
Faisalabad Colony II, Millat 3
Chowk,
Sheikhupura
Road, Faisalabad
1 Gawadar Airport Road, 0864-211783
Gawadar
No. Branch Name Address PABX FAX No
1 Gilgit Branch Shahrah-e-Quaid- 05811-51904- 05811-51903
e-Azam, Near, 07
Radio Station,
Jutial, Gilgit
1 Gojra P-86, Block III, 046-3517876- 046-3517878
Bohar Wali Gali, 77
Gojra
1 Gujar Khan 58-D & 59-C, 051-3515704- 051-3515703
Akbar Kiani 707
Shopping Mall,
G.T. Road, Gujar
Khan
1 Gujranwala Branch B XII-7S-145, 055-3859931- 055-3856471

175
Krishan Nagar, 33
G.T. Road,
Gujranwala
1 Gujrat Branch G.T.S Chowk, 053-3530069 053-3530319
G.T. Road, Gujrat
2 Kotla Branch Bhimber Road, 0537-586892 0537-586337
Kotla Arab Ali
Khan, Tehsil
Kharian, Dist.
Gujrat
3 Dinga Thana Road, (053) (053) 7404840
Dinga, Distt. 7404844-46
Gujrat
1 Hafizabad Branch Railway Road, 0547-540801 0547-540804
Hafizabad
1 Hangu Saif ur Rehman 0925-624641- 0925-624644
Market, Opp: DCO 43
Bunglow, Kohat
Road, Main Bazar,
Hangu
1 Haripur Main Shahrah-e- (0995) (0995) 627831
Hazara, G.T. 627451-2
Road, Haripur
1 Haroonabad Branch 15/16-C, Ghalla 063- 2256457 063-2256458
Mandi,
Haroonabad

PROMOTION

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Promotion is a term that refers to the following statement:

“Steps taken by the company to enhance its sales by focusing the target markets”

Thus we can say that promotion can be categorized into different categories based on the
above mentioned marketing perspective definition of promotion. So advertisement, sales
force, billboards etc are major sources through which the promotion scheme can be
implemented.

This is an age of competition. Numerous organizations are providing financial


services to the customer. These days every one is facing pressure of competitors. In this
world of growing competition, the only way to survive and grow, for an organization, in
the market place is the proper marketing and promotion of its products. Same is the case
with banking companies. There is large number of foreign and local banks working in the
country and it has been noticed that they are emphasizing much on their marketing
strategies. In this scenario, the key for a bank to succeed and attract its customers is
adequate promotion of its products &services. The bank can attract and retain its
customers through:

 Sales Promotion
 Advertisement
 Direct Marketing
 Public Relations

The most prominent and important way to attract a large number of customers is
the advertisement of bank and its products/services. Bank Alfalah has adopted different
approaches for the accomplishment of this purpose. For example, formation of Alfalah
Mini Golf near Gulberg is a major step taken by BAL. It not only provides a source of
recreation to the people but it serves as a major source of marketing for the bank. Due to

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Bank Alfalah’s assistance for the construction of fountain in Liberty Market Square, it is
named as Bank Alfalah Square. BAL Square, for being situated in such a business and
commercial area has its unusual importance and has resulted into bank’s promotion.

Construction of Shaahdin Manzil as main branch Lahore is going to be the


revolutionary step for Bank Alfalah. It would not serve just as a main branch only, but it
would also be a great source of ever growing marking and promotion of bank.

Bank Alfalah issued its own rupee travellers cheques with highest denomination
during the course of my internship. I have seen some colored advertisements of RTC’s in
some well-known magazines like Herald. Also, some fascinating advertisements have
been printed on Daewoo City Busses, which serves as a dynamic source of marketing.

However, one drawback or shortcoming is that, Banl Alfalah has formalized a lot
of products and services for its customers, even more than other commercial banks, but
any advertisement on electronic media has not been seen. Since, Bank Alfalahs major
competitor, Union Bank Limited has started large media campaign, so keeping in view
these threats; Bank Alfalah is emphasizing more on its advertisement.

Along with the advertisement, the bank is providing personal services to its clients
with maximum security as other banks provide. Bank also encourages the public relation
policy of marketing.

Some brochures and promotional material has been printed but it is distributed
mainly through the clients who visit the branch for their day-to-day business or through
the customers who come to get information about new schemes launched by the bank.

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RECOMMENDATIONS

It was an interested experience to do internship in Bank Alfalah Limited. The staff was
highly cooperated and due to their help I learned big deal about modern banking.

I suggest that such an internship program highly integrative for the students of commerce
education so that the students should be enquired with the knowledge of practice world .I

179
do summarize that it would be a great help to me in selection of job or future field of
work.

Here I am putting some suggestions, which will enable the bank to compete with other
banks more effectively & efficiently.

 I t is observed that the employees were overburdened so they have to stay


at branch till late at night. In this way their efficiency is affected and hiring
more employees can reduce their work.

The employees should be signed jobs for specific period and than they
should shifted to other department so that they gain knowledge of other
jobs.

Bank
 Alfalah Limited should properly advertise and Communicate to
public about the services provided by it, so that more customers will be
attracted.

The bank’s management should give more incentives and pay scale of
officers should be revised & improved.

System and operations should be more defined and organized.

IT draw backs should be improved.

A
 dministration drawbacks should be improved by the strict control of
general issues.

A
 udit should be held internally. Rather there should be an Audit
Department in the branch to make audit on daily basis. This can become as
helpful as different banks are having this department of their own.

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 Lockers, ATM, all these facilities should be provided to attract more
customers.

Expenditures must be control, which are very high.

  CONCLUSIONS

If I have to express my experience of internship in Bank Alfalah Limited Garden Town


Branch Lahore I would briefly say:

181
Bank Alfalah is a good Organization in the way that anybody can join it for his/ her long-
term career. Overall working environment is comfortable. Management of branch cares a
lot of its employees and considers them as the Asset of bank. Behavior of senior executive
of bank is very polite and they are caring about the individual’s career and their growth.

However management is very demanding about the targets but good reward at the
achievement of assigned targets is awarded.

Employees at Bank Alfalah are quite efficient. As Garden Town Branch is a new one, its
employees have to bring their bank among the list of good banks. Therefore, they work
more than their working hours and it is all according to their will. It also shows their
loyalty, commitment to organization.

Employees are given the benefits like bonus, gratuity funds, loans, increments, and
medical.

All the customers are entertained individually. Same kind of behavior and attention is
given to all the customers. Getting ideas for improvement from customer side is a new
idea and that is working very well in Bank Alfalah Ltd. All the customers are asked to fill
a suggestion form and the standards of the bank are improved through them.

Prioritizing its product portfolio in line with its corporate and consumer needs and wants
the bank is committed to develop products that give more value to its customers in both
the sectors.

In bank, all the work is done on computers. All the entries are made in computer. Balance
is fed into the computer. This increases efficiency of the bank.

During my internship training I gathered information regarding how a successful bank


operational aspect decorticated with the practical.

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I found my internship training at Bank Alfalah Limited Garden Town Branch Lahore to
be a very rewarding experience. The training was beneficial because it helpful me to
aware a real life working environment.

So far my learning is concerned; all the employees at branch were quite cooperative. They
helped me to understand the activities of a bank to possible extent. Their good attitude
gave me more confidence to learn more and to ask if I have any query in my mind.
Besides their ever going activities they never get irritant by my questioning. I had made
an honest efferent to present the working & operation of Bank Alfalah Limited Garden
Town Branch Lahore in simplest way.

I feel pleasure that I have really gained a lot during 8 weeks & enjoyed working with
experienced cooperative & intelligent staff.

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