1

Working report on

“General Banking Activities of Southeast Bank Limited”

Internship Report Presented in Partial Fulfillment of the Requirement

For the degree- Bachelor of Business Administration

Submitted By
Name – Sheikh Imam Sharif
ID No - 1220433

Submitted To
Mr. Abul Bashar
Senior Lecturer, Department of Management
School of Business

Date of Submission – August 06, 2017

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Letter of Transmittal

Date: 06th August, 2017

Mr. Abul Bashar

Senior Lecturer of Management,

School of Business

Independent University, Bangladesh

Subject: Submission of the internship working report

Dear Sir,

With due respect, I would like to inform you that it is a great pleasure for me to submit the report
on “general banking activities of Southeast Bank Ltd.” as a mandatory requirement for BBA 499
(Internship) program. I have completed my internship program in Southeast Bank Limited at
Head Office Branch from 16th May 2017 to 05th August 2017 as a part of my study. Here is my
overview on The General Banking Ltd. I have tried myself to explain my learning and experience
I have gathered from my internship program briefly in this report. So, your satisfaction will make
me delighted and will offer me the reward of my effort.

Finally, it was an honor for giving me the scope to prepare this report under your observation.
Thank you again for supervising me on preparing the internship working report.

Sincerely yours
____________

Sheikh Imam Sharif

ID: 1220433 ii
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ACKNOWLEDGEMENT

This Internship Report has been prepared as an integral part of BBA program at Independent
University, Bangladesh. I am indebted to a number of persons for their kind advice, suggestions,
directions and co-operation that have enabled me to prepare this paper.

It is a great pleasure for me to be assigned under the guidance of Lecturer of Human Resource
Management, Mr. Abul Bashar. I am very much grateful to my honorable teacher for his kind
co-operation and guidance in preparing this report. His guidance enriched me to a great extent at
the time of preparing this report. I am also grateful to Mr. Tanim Shakur, Vice President (VP),
Assistant Vice President (AVP) Sadia Shahnoor, Senior Principal Officer (SPO) Zahidur
Rahman, Bashundhara Branch, for his kind advice.

Finally, I would like to thank all the members of Southeast Bank, general banking division of
Bashundhara Branch for their cordial support to enrich the work.

This report might has some mistakes such as lack of proper information despite my utmost care.
I apologize for this.

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Contents
Letter of submission

Acknowledgement

Executive Summary

Chapter – 01.....................................................................................................................................6

INTRODUCTION OF SOUTHEAST BANK.................................................................................6

1.1 Company Profile.....................................................................................................................6

1.1.1 SEBL’S vision, mission, objective..................................................................................7

1.1.2 SEBL’S corporate Division/department..........................................................................9

1.1.3 Details of the product lines or services..........................................................................11

1.1.4 Operation Details...........................................................................................................16

1.1.5Philanthropic activities (SEBL Foundation Profile).......................................................18

Chapter 2........................................................................................................................................19

Internship Experience or observational details..............................................................................19

2.1 Job responsibilities................................................................................................................19

2.2 FUNCTIONS OF THE DEPARTMENT.............................................................................21

Chapter – 03...................................................................................................................................23

3.1 Problems and Challenges faced and identified by me in the workplace..............................23

Problems identified in the workplace:........................................................................................23

3.2 Analyze the issues based on relevant theory........................................................................25

3.3 Recommendation:.................................................................................................................26

Chapter 4........................................................................................................................................27

4.1 Conclusion and implications.................................................................................................27

References

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Executive Summary

A bank is the place where many people who want to borrow money meet people who lend
money. A bank acquires money from lender, and compensate with interest. The bank offers this
money to borrowers. Bank’s permit borrowers and lenders of different sizes to meet. It may
embrace the relations among business establishment, educational institutions or bureaucracies
that are designed to meet up the need of creating order within the interaction itself.

Southeast Bank Limited (SEBL) started its journey in the financial sector of the country as an
investment company back in 1995. Now a Day SEBL has 105 branches all over the country. It
has established itself and added quite a lot to the national economy. The banking procedure of
SEBL is distributed into 5 eminent fields – 1) Conventional Banking, 2) Islamic Banking, Credit
service, 4) Foreign Trade and 5) Remittance service.

This write up has been written in perspective of SEBL, Bashundhara Branch. So in the report I
have tried to focus on various certain product and basically innovative & development plan of
marketing bank products and their interaction with client and also customers’ reaction towards
the bank.

Not only the foreign remittance is one of the major shares of Bank’s income but also their loan
schemes plays a vital role in success of SEBL. In down payment scheme they have offered
Savings Account (SB), Current Deposit (CD), Fixed Deposit Receipt (FDR), Double Benefit
System, Monthly Savings Scheme, and Millionaire Deposit with attractive interest rate than the
competitors. Islamic Banking of Southeast Bank arranges all schemes of convention
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Chapter – 01
INTRODUCTION OF SOUTHEAST BANK
Southeast Bank Limited is a scheduled Bank under private sector established under the ambit of
bank Company Act, 1991 and Incorporated as a Public Limited Company under Companies Act,
1994 on March 12, 1995. The Bank started commercial banking operations effective from May
25, 1995 during this short span of rime the Bank had been successful to position itself as a
progressive and dynamic financial institution in the country. The Bank had been widely
acclaimed by the business community, from small entrepreneur or large traders and industrial
conglomerates, including the top rated corporate borrowers for forward-looking business outlook
and innovative financing solutions Thus within this very short period of time it has been able to
create an image for itself and has earned significant reputation in the country's banking sector as
a Bank with vision. Presently it has thirty four branches in operation.

The emergence of Southeast Bank Limited at the junction of liberation of global economic
activities, after the URUGUAY ROUND has been an important event OPERATIONAL
AREAS

1.1 Company Profile

Southeast Bank Limited is a complete service Bank with a various array of all-inclusive range of
suspiciously tailored financial services and customer friendly simple banking products and
services geared for the needs of all customers segments. SEBL operations consist of:

™ Real Time on line banking

™ Credit Card

™ Debit Card

™ ATM

™ International Trade finance

™ Commercial Banking

™ Investment Banking

™ Investment Banking

™ Project Finance
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™ Syndication Loan

™ Mortgage Loan

™ Hire Purchase

™ Retail Banking

™ Foreign Remittance

CUSTOMER COMMITMENTS

SEBL believe that customers’ are the kings and they serve the kings. Southeast Bank Limited is a
customer oriented modern banking institution and they believe in managing with a long-term
approach. The employees of SEBL understand that providing better value to the customers is
their true competitive advantage, and they consider it in every decision they make. When SEBL
participates with their customers and others they establish and maintain the highest standard of
performance. The customer must be at the center of all their (SEBL) choices.

1.1.1 SEBL’S vision, mission, objective

SEBL’S MISSION

 High quality financial services with slate of the art technology.

 Sustainable growth strategy
 Follow ethical standards in business.
 Steady return on shareholders' equity.
 Innovative banking at a competitive price.
 Attract and retain quality human resource.

SEBL’S VISION

To be a premier banking institution in Bangladesh and contribute significantly to the national

economy.

SEBL’S OBJECTIVES
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The objectives of Southeast Bank Limited are as following –

1. Provide service with high degree of professionalism and use of modern technology

2. Create long - term relationship based on mutual trust

3. Respond to customer needs with speed and accuracy

4. Share their values and beliefs

5. Grow as the customers grow

6. Provide products and service at competitive pricing

7. Ensure safety and security of customers' valuables in trust with the bank

SEBL’S CORPORATE CULTURE

Southeast Bank is one of the most disciplined Banks with a distinctive corporate culture. The
people of bank can see and understand events, activities, objects and situation in a distinctive
way Their manners and etiquette, character individually to suit the purpose of the Bank and the
needs of the customers who are of paramount importance to them The people in the Bank see
themselves as a tight knit team/family that believes in working together for growth. The
corporate culture they belong has not been imposed; it has rather been achieved through their
corporate culture.

SEBL’S BUSINESS OBJECTIVE

 Meet capital adequacy requirement at all the time.

 Ensure a satisfied work force.

 Ensure 100% recovery of all advances.

 Focus on fee-based income.

SEBL’S CORPORATE SLOGAN

.....A bank with vision

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1.1.2 SEBL’S corporate Division/department

 Investment Division
 Financial Administration Division
 Audit and Inspection Division
 Marketing & Public Relation Division
 Card Division
 Common Service Division
 Corporate Division
 Human Resource Division
 Internal Control & Compliance Division
 International Division
 IT Division
 Public Relation Division
 Retail Investment Division
 Risk Management Unit
 SME investment

Investment Division: This division has the authority to determine the party or client who will get
the credit facility from the bank. The credit clients are selected according to the criteria of credit
policy. This division has the full authority to take any decision against or favor the client and
these divisional works is supported by the credit services division.

Financial Administration Division: The division can handle the credit proposal, disbursement,
monitoring and credit recovery position that is given by all branches. Each branch has their own
credit division and all branch- wise activities are supported to the head office credit services
division.

Audit and Inspection Division: This division can control all the financial position, activities of
overall organization. They provide the total budgetary limitation to every department for the
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respective year. They also carry out the financing activities with the access and operational
activities.
Marketing & Public Relation Division
To improve the marketing network throughout the country.
To implement the marketing strategies and concept of trade marketing
To improve the procedure which is ultimately provided data regarding to competition and
relative market.
To arrange the several workshops and seminar this can improve the quality of existing officers as
a competitive edge position.

Common Service Division: This division can handle all the general activities except the credit
and financial sector. All the administration activities are designed and implemented by this
division.
Human Resource Division: This division deals with the employees as the core resources of the
organization. They mainly work on the recruitment of employees and the employee’s benefits
and services. The main philosophy of this division is to motivate the employee to work with
efficiently and effectively.

IT Division: This division can handle all IT activities. Each branch has their own employees and
they are reported to the head office.

International Division: This division can work on internationally. The entire branch wise
international work is controlled and monitored by this division.
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Managing Director
Deputy managing Director-1
Deputy managing Director-11
Senior Executive Vice President
Executive Vice President
Senior Vice President
HEAD OFFICE HIERARCHY

BRANCH OFFICE HIERARCHY

Vice President (Branch Manager)

Additional Vice President (AVP)
Principal Officer
Senior Officer
Probationary Officer
Officer
Trainee Officer
Junior Officer
Trainee Junior officer
1.1.3 Details of the product lines or services
The bank is managed by a team of professional executives and officials having profound banking
knowledge and experience in different sectors management and operation of banking.
SEBL always try to introduce a wide verity of attractive deposit, investment and services for
suiting taste and requirement of the client.

SEBL’S Product
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Conventional banking

 Savings (SB) Account

 Current (CD) Account

 Fixed Deposit Receipt (FDR)

 Double Benefit Scheme (DBS)

 Millionaire Deposit Scheme (MDS)

I. Individual/Joint A/C

II. Partnership A/C

III. Proprietorship A/C

IV. Societies, Clubs. Associations A/C

Fixed Deposit Receipt (FDR)

Fixed Deposit Receipt (FDR) Account deals with those customers who want the chance to
capitalize a fixed amount for a fixed period at a fixed rate of interest. The customers have the
option to re - invest their funds both principal amount and interest amount on maturity or
principal amount and the interest amount being paid into their SB or CD accounts.

Loans & Advances

Serving the clients with a special scheme called Loans and Advances is a well-known feature of
Southeast Bank Limited. Though all the banks offer this service but SEBL offers loan and
advance to eligible customers for helping them in trade and business and at the same time to
create employment. Thus the bank tries to add fund in national economy

Working Capital Finance

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This is a loan facility planned to meet day to day operation of business concerns and
manufacturing companies. Any branch of the bank is authorized to work out the loan. The
processing is fast and easy.

Overdraft

It is a demand credit facility to meet day to day operational requirements. Tenure of this scheme
is one year. Southeast Bank serves OD scheme on hypothecation of 13 finished goods or raw
materials. The receivable bill of the concerned work order decides the maximum limit of this
loan. OD is also assisted against cash guarantee.

Project Finance

This is a term loan facility provided by the Bank for acquisition of fixed assets and machinery for
any Project.

Foreign Trade

Southeast Bank has established the know-how both in export and import banking services. It has
a wide spread system of correspondent banks around the world. The bank is ready to serve its
clients continuously in all segments of banking needs associated to export and import businesses.

Export: Southeast Bank Limited deals with an extensive variety of export services. By steering all
export related contacts through Southeast Bank Limited could remove many of exporting
difficulties. With its’ proficiency and experience, Southeast bank can build and modify solutions
for particular necessities for example – export LC advising, export packing credit and export bill
negotiation and many more.

Import: Southeast Bank Limited offers inclusive series of import services. Southeast Bank
Limited is greatly appreciated in the sphere of international finance and cross border transactions.

Remittance Service: Southeast Bank Limited is constantly motivating to form its remittance
business by serving quality services through a network of presumed banks and exchange houses
around the globe along with a far-reaching network in the country to transport money to the
recipients in the safest form and quickest possible time.
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Southeast Bank provides remittance service for the emigrants who are employed overseas. Wage
earners may open accounts in SEBL. The receiver can acquire the money online at his account in
any branch of the bank. He may also have the money over the counter at any branch. No service
charges are being acquired from recipients. Apart from the branches of Southeast Bank, instant
cash payment services may also be attained from the branches of 10 private commercial banks

SEBL Card: SEBL Visa (Dual) Credit Card has exclusive feature of permitting limits for both
local and international practice in a single card. However, one may decide on using separate
cards if one discovers the equal convenience. SEBL Visa (Dual) Credit Card is recognized at any
commercial location or payment counter exhibiting Visa logo in any corner of the world. It is
broadly recognized at Merchants & ATMs Worldwide. It has competitive annual / renewal fee.

SEBL Services

Small & Medium Enterprise (SME) Banking

Locker Service

A client must have a CD or STD or SB or any type of account in the respective branch where
they wants to avail the locker service.

SMS Banking

Account Balance Inquiry

 Foreign Currency Exchange Rate

 Branch Location / Telephone No.

ATM Services
Foreign Trade

Other facilities:

SEBL provides the following credit facilities:

• House building loan

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• Personal loan

• Scheme loan

1.1.4 Operation Details

• Issuing Checks: Bank issue checks against current/savings accounts to facilitate
payment. For example: bearer checks, cross checks, traveler checks etc.
• Formation of capital: This is an important function of banks. Banks gather the
deposits from the whole country and create capital for investment.
• Issuing Notes: Issuing different types of notes are one of the major functions of
central bank.

• Circulation of Money: Commercial banks help in circulation of money issued by

Central bank.
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• Act as a Trustee: Bank often issues bank solvency certificate for its clients.
Moreover it also works as a trustee for its clients.
▪ To receive demand deposits and pay customers cheques drawn against
them.

▪ To receive time deposits and pay interest thereon.

▪ Issue discount notes, make loans and invest in govt. or other securities.

▪ To collect cheques, drafts, notes etc.

▪ To issue drafts and cashier’s cheques.

▪ To certify depositors cheques and

▪ When authorized by a chartering govt. it may act in a fiduciary capacity.

Investment of capital: proper investment of owner’s shareholder’s capital is also a major

objective of a bank.

Deposits: One of the bank’s main objectives is to accept its client’s deposits. To receive time
deposits and pay interest thereon.
Safety: Clients expect safety of their deposits from the bank. Providing safekeeping of its
client’s monetary possessions and valuables is another one of banks essential objectives.
Advice and consultation: Banks also give some advisory services to their clients.
Representative and trustee: Banks also work as a Representative or as a trustee for their
clients.
Issue of notes and currencies: Bank plays the role of issuing notes, currency circulation and
preservation as a medium of transaction. .
Money market control: Banks try to control money and credit market in order to bring stability
in commodity price. Government tries to stabilize the money market through banks.
Employment: As part of their primary macroeconomic objectives, they expect banks to provide
employment for its people. Usually banking business requires many professionals. In this way it
can reduce unemployment problem.
Advice in financial matters: Another objective of a bank is to provide necessary data of the
country and proper advice to the government. Since banks
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hire a lot of financial experts and advisors, it often seeks advice from banks to help them
develop policies.
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1.1.5Philanthropic activities (SEBL Foundation Profile)

Southeast Bank operates under a double bottom line agenda where Bank's sustained growth objectives and
social responsibility go hand in hand as it strives towards a poverty free, prosperous Bangladesh. The Bank
considers CSR activities not as a voluntary service but incorporates this with core Banking operation as long
term sustainable ongoing process with a view to increasing Bank's brand image. In other words, the Bank
strives to establish corporate social responsibility as a key strategy for corporate excellence in Banking to
maximize stakeholders benefit. Whether it is a donation to a hospital, providing fund for sporting events or a
contribution during natural calamities, SEBL and its CSR activities reach the elements of the society for
helping the people. The Bank with a view to institutionalizing corporate social responsibility, established
Southeast Bank Foundation in 2002 to participate in social work. However, up to the year 2017 CSR activities
of Southeast Bank Limited had been confined to the form of grants and donations.

In 2009, the Board Directors could foresee and there by chalked out plan with special priority, realizing
education sector as the area of activities for sustainable development of human resources. As a part of this
conscience, since then, the foundation has been relentlessly marching forward with its scholarship project with
even more volume and area. Presently, it is making its journey with 3309 scholarships covering the secondary,
the higher secondary and the graduation level where the learners of all disciplines are being accommodated.
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Chapter 2
Internship Experience or observational details
2.1 Job responsibilities

The specific activities I performed:

I worked in different activities of general banking according to rotation basis.

General banking is the most important division for any commercial bank. This division is
designed to provide the customers in depositing money, smoothing transactions for people and
ensure security of the precious wealth of the customers.

Financial institution/ intermediary that mediates or stands between ultimate borrowers and
ultimate lenders is knows as banking financial institution. Banks perform this function in two
ways - taking deposits from various areas and lending that accumulated amount of money
to the potential investors in other different forms. General Banking is the starting point
of all the banking operating. General Banking department aids in taking deposits and
simultaneously provides some ancillaries services. It provides those customers who come
frequently and those customers who come one time in banking for enjoying ancillary services.
In some general banking activities, there is no relation between banker and customers who
will take only one service form bank. On the other hand, there are some customers with who
bank are doing its business frequently. It is the department, which provides day-to-day services
to the customers. Every day it receives deposits from the customers and meets their demand for
cash by honoring cheques. It opens new accounts, demit funds, issue bank drafts and pay orders
etc.

The task I have performed during my three months internship period in different departments is
given below:
Account opening – I have been familiar with the mode of opening various types of accounts such
as current account, savings account, short term deposit (STD) account along with different
natures like individual firms, partnership, public and private limited companies, club, society etc.
with know your customer(KYC) and transaction under money laundering act.
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Opening of saving deposit schemes – Mode of opening of different types of depository accounts
and schemes like monthly income scheme (MIS), Monthly saving scheme (MSS), and its
encashment upon maturity. Issuance of FDR, loss of cheque book.

Collection of cheques through clearing house: Procedures to collect payments against the cheques
through clearing house. Bangladesh Bank collection of cheques out of range of clearing house
responsibilities of paying and collecting banker under NI act – 1881.

Remittance – Issuance of pay orders/ demand draft etc. and balancing of the security instruments.

Cash management: Cash receive and payment procedure. Closing and opening of teller and head
teller book etc. Cash sorting.

Locker Service – Opening of locker a/c and maintaining of other formalities.

Accounts – Process of daily audit trial reconciliation branch advices and reporting to head office
various branches.

Islamic Banking: Get familiar with different Islamic banking products their features and
differences with the conventional products offered by the bank.

Mode of extending various types of credit facilities: Overdraft against (FDR, MSS, DBS), time
loan, term loan etc. Mode of disbursement of credit documentation for all types of advance.
Mode of creating charges. Single borrower exposure. Loan classification. Bank guarantee and its
different types of bonds.

Bill collection – Responsible to bill Collection such as DESCO, water bills and bumbell bee.

Vouchers – Preparation of vouchers of staffs. Checking the signature of authorized officer as well
as the preparing officer.

Cheque books – Issuance of cheque books checking the account number and name of the clients.
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2.2 FUNCTIONS OF THE DEPARTMENT

Credit Division: The Credit Division is one of the most vital and respected divisions of every
commercial bank. The Credit Division of the bank works with processes related to corporate
finance, general credit, and special schemes such as House Building Loan (HBL) and Consumer
Credit Scheme etc.

Audit Inspection Recovery Distribution: The extraordinary quality of performance of the bank
depends on greatly on this division. It is in expert witness of credit checking, certification,
circulation of loans, discounts and overdrafts, formulating monthly statement of outstanding
credit facilities and dealing with Trust Receipt and many more.

Central Account Division: This division displays several important functions of banking
procedures accomplished in different branches of Southeast Bank Limited from corner to corner
of the country. It deals with accounts, financial planning, budget and monitoring, preparation of
returns and statement, reconciliation, maintenance of provident fund, gratuity and superannuating
fund and many other activities.

Human Resource Division: An Executive Vice President leads this division with the assistance of
a Vice President. The obligatory of having a well-organized Human Resource Division is one of
the distinctive necessities for the success of any business organization. Southeast Bank Limited
has a skillful Human Resource Division that deals with employment and manpower forecasting,
performance appraisal, corrective actions, campaigning, employee service instructions and
welfares, training and development.

Establishment Division: A Senior Vice President monitors this division. Logistic and General
Services Division is careful as the center for providing indispensable assisting facilities to other
departments as well as the member of staff. The purpose of this division embraces providing
utility services, maintenance of premises, and other important functions.

International Division: The role of the International Division is very dynamic in providing
countless banking service to the clients. This division also upholds the shared relationship with
numerous corresponding banks on quite a lot of concerns for example agency and credit line
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planning, reconciliation, authorized signature control, fund management and treasury operations
(foreign) and other functions.

Information Technology Division: It is very noteworthy to become accustomed with the current
information technology revaluation to deliver quicker facilities to the customers. The Information
Technology Division administers the whole computerization system of the banking procedures
and networking, makes available system support, deals with data processing and data entry,
procures and maintain hardware, maintain and develop software which is compulsory for the
bank to enable and support the daily operations.

Card Division: The fundamental role of the Card Division takes account of dealing with concerns
regarding debit card, ATM card, and customer and vendors management.

Marketing and Branch Division: This division is projected to deal with issues like introducing
and marketing of new banking services. It also deals with inauguration of new branches.

Training Division: The foremost objective of this division is to increase the employees’
efficiency level. Generally this division offers training to their employee on a regular basis. This
is supportive to the employee to know their job and fulfill the job duties efficiently and
successfully.

Treasury Division: The crucial duty of this division is to employ its reserve to many money
making big businesses. Commonly commercial organization has enormous assets and puts in
these capitals in countless business.

Board Division: This division deals with board of directors of Southeast Bank Limited. When the
board meeting will be held and where it will be held and other activities are prepared by this
department.
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Chapter – 03
3.1 Problems and Challenges faced and identified by me in the workplace

Problems identified in the workplace:

While working at Head office of Southeast Bank, I have attained to newer kind of experience.
After the collection and analysis of data I have got some findings. These findings are completely
from my personal point of view. Those are given below.

Management Information System

Southeast bank follows online banking system. Employees use Bank Ultimus software.
Bashundhara Branch does not have Management Information System department (MIS)
department for this frequent software lags occur and clients had to wait for a longer period, the
employees also have to tell the clients to look for another bank. Customer does not get better
services because of IT problem. Head office should conduct with branch manager on dealing
with problems and issues going on in the branch. Otherwise, head office might decentralized sub
branches to operate on its own and solve the problems occur. Moreover, hierarchical message
distortion occur because of more communication steps while communicating to senior level
managers. This problem only results in poor branch client service.

Queuing problem

Southeast bank Bashundhara branch receives utilities bills such as Cable TV operated by
Bumblebee, electricity bill and WASA bill. Usually, the clients pay the bill from 1 st of the month
to the deadline given. There are certain clients those people arrive in the bank on the deadline to
pay the bills. This in general to pay bills also for other households members. As a result it leads
to bulk payments that eventually increases the queue. Under the service mechanism the
arrangement of service facility to serve customers is infinite number of servers then all the
customers are served instantaneously on arrival and there will be no queue. If the number of
server is finite, then the customers have to wait for a longer period thus resulting in longer
queue.

Resource Implications
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Resource Implications Success of banks depends on successful use of available resources,

especially financial, human and physical resources. Metaphorically, financial resources within
an organization act like blood in a human body. Acquiring new technology requires significant
funds that need to be spared. Similarly, running the advances and new technology requires
people at work to understand and operate the new system to doing work effectively and
efficiently. This requires them to acquire new knowledge and skills to enable them to operate the
new systems. Employees can be enabled to operate the new system by going through different
kinds of trainings and support programs. Not to mention the importance of physical resources
that cannot be denied. This means the provision of enabling working environment. Southeast
Bank Limited Bashundhara branch building does not have the support for proper working
conditions, electrical appliances, and furniture and fixtures. One of the most important is
architecture which should be in the form of components. In the absence of this element in the
design of bank, the system will go back to the traditional ways or legacy system that actually
creates complexity beyond control at some point. The building of a bank must be in
componentized form because such a structure should enhance the pace of progress. It facilitates
the introduction of new product or service in a bank. In order to transform to modern systems,
banks must first consider the work environment in terms of physical infrastructure. The second
point is the platform upon which the bank will work, while the third one to serve the customers
inside and outside the bank is an approach based on cases being faced by the bank. Such kind of
banking environment can bring customer satisfaction in terms of package-based approach.

Motivation of Employees

Overcome resistance to change, managers should be capable of motivating change, managing

the transition and shaping the political dynamics of change. Motivating change is an attitude to
behavioral change approach. It lays emphasis on manipulating attitude and behavioral change in
two ways, that is, persuasion/ cognitive/emotional method and rational/intellectual method. The
former one is based on psychotherapy and later one on cost-and-benefit analysis method. These
are the two methods through which managers motivate their staff. To manage the transition in an
efficient and effective manner, managers need to develop switching skills in order to acquire
new skills, knowledge, values, know-how of newer systems, processes, technologies, and even
new strategies.
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3.2 Analyze the issues based on relevant theory

Southeast Bank Limited can change the servers of the tellers from one person to other three
person working on the desk. This will help the clients as well as the staffs to collect the utilities
bills more frequently and without creating any longer lines. This in result will lead a shorter
queue.

In resource implications problem in this branch, there was huge shortage of computer. As a
result, employees didn’t give efficient services to customers. Prepare bills statement & report it
is very difficult for me because the software uses too much jargon languages that can be master
after a long time of practice software. It was really challenging for me to, customer information
entry, and receiving invoice, bill of entries register in a day, cash register and maintaining teller
register.

Southeast Bank Ltd employees are not motivated by the top management. Southeast Bank Ltd
employees who have the skills & experience. But there are not given the employee respect, salary
range insufficient for the top management lack of decision accuracy.
Bartol and Martin (1998) consider motivation a powerful tool that reinforces behavior and
triggers the tendency to continue. In other words, motivation is an internal drive to satisfy an
unsatisfied need and to achieve a certain goal. Theory X assumes that workers have little
ambition, dislike work, avoid responsibility, and require close supervision. Theory Y assumes
that workers can exercise self-direction, desire responsibility, and like to work. Theory Y
practices focus on creating a pleasant work environment and aligning the individuals’ goals with
the organizational goals. In these organizations, the productivity levels are high and people come
to work gladly, as the works satisfy their superior needs. This theory considers that people are not
lazy and unreliable. On the contrary, it assumes that people can be self-directed and very
creative, if they are motivated properly. Assumption as motivation is maximized by participative
decision making, interesting jobs, and good group relations. Empowerment is defined according
to Bennis (1989) as an approach to leadership that empowers subordinates as a main constituent
of managerial and organizational effectiveness. Moreover, employees are given authority and the
freedom to make decisions, which encourages them to discover and use their full potential. In
order to make them trust him and complete their tasks properly for the organization, the
employees should be motivated (Baldoni, 2005). The leaders and the employees help one another
to attain high levels of morality and motivation.
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3.3 Recommendation:

Southeast Bank is one of the moat flourishing Banks of Bangladesh with wide growth
opportunities the industry This report gave valuable insights as to where improvements were
necessary to improve the quality of service. Southeast Bank with its strong corporate image and
organization strength can successfully utilize the presented based on the findings. More audio
and video advertisements about Southeast Bank in television as well as in newspapers. A social
networking page of Southeast Bank where customers can easily post their both positive and
negative feedbacks and also their recommendation which will help the bank to develop in
competitive with other banks. There should be more billboards about of this bank. This bank
should arrange repeated marketing campaigns to universities and shopping malls to grab more
public attention like other banks. There should a separate call center for this bank as officers
have to answer the phone calls of the clients and deal with face to face customers at the same
time. Establishment of a separate call center will reduce the difficulties of the officers. They
should sponsor some major as well as minor events to catch public responsiveness for example –
music concerts, theatrical dramas, health programs and other recreational events. This will help
the bank a lot to earn public awareness. The number of exporter and importer who operate
through this bank is not enough to achieve the goal. So Southeast Bank LTD should offer more
facilities to attract them to be their client. Banking is a service-oriented marketing. Its business
profit depends on its service quality. That's why the authority should always be aware about their
service quality and they should redesign the service process. Foreign exchange department
should be fully computerized that the exchange process would be convenient for both the
bankers and the clients. Bank should offer more facilities to the customers such as more ATM
machine. The loan sanction process should be easier that the clients can feel convenient to take
loan from the bank.
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Chapter 4
4.1 Conclusion and implications

In today’s world of business without bank's co-operation, it is almost impossible to run any
business or production unit of business. Exports and import need finance in various stages of
their activities. Southeast Bank Limited is playing a vital role in financing import and exports of
the country and helping the businesses by providing funds to run.

There are lots of local and foreign banks competing in banking industry in Bangladesh and the
Southeast Bank Limited is keeping its promises for about fifteen years among them very
successfully. In this competitive market Southeast Bank has to compete not only the others
commercial banks but also the public banks and other financial institution also. In near future I
think bank and mobile companies will come together to foster the banking service and make it
available to people’s hand. To survive in this dynamic market and lead it from the front the
bank must take every initiative very wisely and so far they have successfully utilized their
human resource efficiently compare to other private and public banks.

Before internship I had idea about banking but that was only bookish. Now after completing my
internship period and preparing term paper on it I got practical aspect of banking. It will
definitely help me to see the things from banking perspective also. It provided me with a realistic
work preview and offered practical, supervised learning experience.
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References:

1. Baker J, Parasuraman A, Grewal D and Voss G B (2002), “The Influence of Multiple

Store Environment Cues on Perceived Merchandise Value and Patronage Intentions”,
Journal of Marketing, Vol. 66, No. 2, pp. 120-141.
2. Bellenger D N, Robertson D H and Greenberg B A (1977), “Shopping Centre
Patronage Motives”, Journal of Retailing, Vol. 53, No. 2, pp. 29-38.
3. Bell D R, Teck-Hua Ho and Christopher S Tang (1998), “Determining Where to Shop:
Fixed and Variable Costs of Shopping”, Journal of Marketing Research, Vol. 35,
August, pp. 352-369.

4. Bank blogs, Brochures provided by South East Bank Limited

5. Write up taken from bank supervisor and employees

6. http://www.sebankbd.com/profile.php
7. Annual report of Southeast Bank 2016.
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