CHAPTER I: ORGANIZATIONAL PROFILE

1.1. Description of Civil Bank

Civil Bank Limited (CiBL) has established itself as the 30th commercial bank of Nepal.
It is founded by promoters with strong background in real estate, financial institutions,
business, trade and industry. The Bank envisions in becoming a dominant player in the
Nepalese banking industry.

The Bank has been registered with an issued capital of NRs. 2000 million. The Bank
firmly believes in contributing to the nation's economic growth by rendering services and
empowerment to all classes and sectors of the society.

Corporate Values

The Bank bases itself on a set of superior values and moral principles. It aims to succeed
and reach higher grounds by maintaining and adhering to its corporate values.

The corporate values governing Civil Bank's development include:

Maintain the highest standards in all relationships with customers, suppliers, environment
and community.

Foster a climate which encourages innovation and diligence amongst staff and reward
accordingly.

Function with the principle of "Thinking Forward Moving Forward".

Civil Bank, in continuation of its Corporate Social Responsibility (CSR) drive and
marking its first anniversary, distributed dairy products and other food items to Nepal
Children's Organization (NCO) located in Naxal. The sponsorship has been funded
through direct contribution of all staff members of the Bank and matching contribution
from the Bank. The Bank will continue its CSR activities to the disadvantaged,
underprivileged and other worthy causes in days to come. Establishment of 'Civil Bank
for Society' Fund and Sponsorship of Orphans.

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 On the occasion of the first anniversary, Civil Bank established a social fund aptly
called "Civil Bank for Society" (CBFS). The establishment was done to finance activities
concerning welfare of society. CBFS has been funded through direct contribution of all
staff members of Civil Bank with matching contribution from the Bank. After its
formation, the Bank sponsored 3 orphans of Samaj Kalyan Bal Griha located in
Panchkhal. The sponsorship will cover all living and educational expenses of the
children.

1.1.1 Organization’s Mission,vision and objectives

Vision

To become the most trusted bank by providing dedicated service and support to
customers through thick or thin.

Mission

To become every Nepali's banking partner by extending all types of banking services.

Goal

To contribute directly/indirectly in the economic growth of the country by being a

prominent player associated with all classes and sectors of society.

Objectives

 Prudent expansion

 Innovation

 Dedicated customer service

 Competitive human resource

 Vigilance

Major objectives of organization

Civil bank main objectives is to provide banking services to the people in general of the
country thereby enhancing their economic interest and facility as well and contributing n
the socio economic development of the country.The bank major activities include
accepting deposits,leading to productive sectors and SMEs,investment in government

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securities,dealing with foreign currency,processing domestic and foreign
remittances,merchant banking & correspondent banking services etc.The bank has more
that 400,000 clients who have used the bank’s resources for their business and
development activities.Vary from big business houses to public sector enterprises,
medium and small-scale industries to farmers and individuals.

Major Activities of the program include:

 Small and medium enterprises(SMEs)

 Loan to unemployed graduate

 Intensive banking program

 Mini&microbus/clean tempo credit program for environment protection etc

 Biogas credit program.

1.1.2 Major Markets and Customers.

The banking industry has been playing an important role in providing various services
and facilities to various types of customers. It provides services such as accepting
deposits, providing loans, corporate banking, financing etc. Likewise, civil bank provides
banking services to banks, Insurance companies, and industrial trading houses, and hotels
n Nepal. It offers corporate lending product such as funded facilities, Including overdraft
loans, hypothecation loans,structured overdrafts etc and non-funded facilities,such as
letter of credit,bid bondperformance bonds, financial guarantee and advance payment
guarantee services. furthermore, it also helps the customers in providing various services
such as mobile bankinge-banking,sms banking, ABBS etc.As it is a government bank
and due to its reliable services to the customers it has been able to attract more of the
customers than other banks.

Major Customers of Civil Bank.

Customers are one of the important players in any business whether be it a bank or any
other organizations. They are the one who demand the services and consume the products
created and produced by the firms or the organizations. The major customers of the bank
include:

 Nepal oil corporation(NOC)

 Reliance spinning Mills(RSM)

 Nepal airlines corporation(NAC)

 Daily Development Corporation(DDC)

 Nepal Army

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 Gorkha Army

 Fulbari Resort and SPA

 Himalayan white house international college(HWIC)

 Himalayan Bank

 Nabil Bank

 Standard Chartered Bank

 Chaudhary group finance company

 Bishla Bazzar complex

1.1.3 Product and services

Product and services are the tangible and intangible goods and services that are
provided by the organization to its customers to consumer. Customers are attracted by
the types of facilities and services provides by the organization. When the services
provided are more reliable and convenient more customers are attracted toward it.

Deposit
Deposit is the kind of products or services that the bank provides to the customers. In
facts it is the money kept by the customers in the bank with some interest to be
received in near future.The deposit also plays a role of guard by safeguarding the
customers’ money and providing them in time of money as per the rules and
regulations of the bank. types of deposits of civil bank are:

Current Deposit
Civil Bank has a tailor made current account has rightly meets the customers needs in
today’s fast –paced business. A networked branch of civil bank gives you the power
to transfer funds in and across cities where civil bank has its offices/branches)in a
flash.
Features:

 Withdrawal below Minimum Balance

 Extended Banking Hour in Kathmandu Valley Branches

 Standing Instructions

 Cash Management

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  Free Cheque book
Documents required for opening account in civil bank
For Limited liability company/Social Organization/School.

 Completed account opening Form

 (Board resolution To open and Operate the Account)

 Certificate of registration/Incorporation

 Articles of Association

 Memorandum of Association

 Evidence of Identification of Account operator(Citizenship/Passport/Driving

license/Voter’s ID)

 Two Recent Passport Size photograph of Account Operator(s).

Proprietorship /partnership Firm

 Completed account opening form

 Certificate of registration/Incorporaton

 Income tax certificate(PAN Card)

 Partnership Deed(in Case of partnership firm)

 Evidence of identification of account operator (citizenship/Passport/Driving

License/Voter’s Id)

Saving Deposit
Saving accounts at Civil bank not only ensures attractive returns to the idle
money but also makes personal banking convenient and efficient.It is basically
focused towards encouraging small savings.

Features:

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  Attractive interest Rate

 Affordable balance

 Unlimited withdrawals/Deposits

 Withdrawal below Minimum Balance

 Extended Banking Hours in Kathmandu valley branches

 Free cheque book.

Fixed Deposit
Fixed deposits are the deposits with tensure ranging from seven days to over two years.
Fixed/Call deposit at civil bank allows diversifying customers’s portfolio to best suit their
investment plans.

Features:

 Attractive Interest rate.

 Wide option of tenure

 Convenient account Opening

 Auto Renewal Possible

 Loan Facility Up to 90% of deposit Amount.

Document Required For Opening Fixed Deposit Account

 Completed account opening Form

 Evidence of identification of Account

operator(Citizenship/passport/Driving License/Voter’s ID)

 Power of attorney(If the account operator is other than the

accountholder/applicant)

 Two Recent passport size photograph of Applicants/Account operator.

 Introduction by an accountholder of civil bank.

Remittance

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Remitters from any part of the world can send money from ay bank to an
account at Civil bank. The originating bank will send the money through
one of civil bank corresponding banks (listed below).

The remitter must provide the following to the sending bank:

 Beneficiary’s name

 Beneficiary’s branch name or address and

 Beneficiary bank i.e civil bank-SWIFT

code:SWIFT(CIVILNPKA)

 Civil bank primarily processes foreign remittance via SWIFT

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CHAPTER II: JOB PROFILE AND ACTIVITIES PERFORMED

Durning the interns period between (July 10,2013 to August 21 ,2013),being placed and worked
in various department of civil bank at new Baneshwor Branch.i had received the full support of
the employees durning my interns period.The employee were highly supportive and responded
the queries patiently. It was their kind feedback and response through which assigned task were
completed properly and efficiently.

Have worked in various departments of the bank i.e foreign and domestic remittance,cutomer
service department, administration and loan department, the interns was very fruitful and got to
know about the practical aspect of the job and real time job situation. The time during the interns
was a great experiences learned many thing about the bank and its real experiences. Being given
the chance to observe the overall scenario of the bank, got the information about the differences
between the theoretical knowledge and practical implications in the bank. with this I found that
practical knowledge is far better than the theoretical one.

Job profile

Remittance

Remittance means transfer of money from one place to another for different purpose. Originally
transfer of fund were used to be done through Hawala(HUNDI)in which the spending person
deposit the transfer money and commission to a business at the originating centre, who in turn
would inform his agent in the different place at receiving centre to pay money to the beneficiary
on identification.

Channels of remittance can be broadly divided into two types formal and informal.Banks,post
office and money and money transfer operators(MTO)such as western union money transfer,
Netfox ltd, IBE, Prabhu money transfer, Money gram, himal remit.

Remitters from any parts of he world can send money from any bank to an accounts at civil
bank.The originating will send the money through one of civil bank corresponding bank.

Foreign Remittance: Foreign remittance can be defined as”the purchase and sale of freely
convertible foreign currencies as admissible under Exchange control regulations of the country’.A
looser translation is the sending of money home while working in a foreign country.Thousands of
people are currently working and living in a country that is not their home and sending fund
regularly back to their families in their home country.

Civil bank remit

Remitters from any part of the world can send money from any bank to an account at civil bank.
The originating bank will send the money through one of civil bank corresponding banks(listed
below).civil bank primarily processes foreign remittance via SWIFT(CIVLNPKA).The remitter
must provide the following to the sending bank:

 Beneficiary’s Name

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  Beneficiary’s bank account number

 Beneficiary’s branch name or address

 Beneficiary’s bank(i.e civil bank-SWIFT Code:

CIVLNPKA)

Net fox Ltd

Net Remit, premium online customer focused and technology oriented Money
Transfer product is brought to you by Net fox Limited, the leading remittance
company of United Kingdom. Net Remit has the largest payment network covering all
cities, towns and villages of Nepal. It is capable of paying at more than thousand
locations across Nepal which is in ever growing trend as per the demand of local
customers and service providers. Net Remit is a state of the art web-based online money
transfer system. It is easily accessible through our main web
domain www.netfoxlimited.com It can be directly accessed by all our partners, contact
points individual customer and network thus ensuring prompt execution of the
remittance. The product is monitored and serviced 24/7.

Western Union

Western union payment solutions are often faster,easier and more secure than
conventional payment methods. It is remarkably a powerful way to streamline and
enhance your business process. Civil bank with western union for leading person-to-
person funds transfer networks.western union had 10 numeric digits numbers.

IME(International Money Express)

Civil Bank and IME have entered into an agreement to make inflow of remittance more
secure and convenient. The agreement was signed by the chief executive of Civil Bank
Kishore Maharjan and general manager of IME Suman Pokharel. "The customers will
have access to remittance service from any of the bank’s branches without hassle,"
Maharjan said after signing the agreement with IME that has more than 1,800 agents all
over Nepal.

Prabhu money transfer

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Civil Bank Limited and Prabhu Money Transfer have entered into an Agreement to make
inflow of remittance more secure and convenient. The Agreement was signed by the
Chief Executive Officer of Civil Bank, Mr. Kishore Maharjan and Deputy General
Manager of Prabhu Money Transfer, Mr Rameshwor Sapkota. Mr. Maharjan said that the
customers will have access to remittance service from any of the bank’s branches without
hassle. Prabhu Money Transfer has more than 1600 agents all over the country. Civil
Bank has already entered in to similar Agreement with such international remittance
providers.

Money Gram

MoneyGram to receive money at branches of Civil bank and many other locations where
you see the MoneyGram sign.monegram had 8 numeric digits.

Himal Remit

Civil Bank Ltd has signed a Memorandum of Understanding with Batas Associates, the
Principle agent of Himal Remit. The MOU was signed by SEO of Civil Bank Ltd.
Govinda Gurung and MD of Batas Associates Mr. Shanta Raj Batas. The Bank has been
providing the remittance service through its own channel Bijulee Remit. Apart from this,
the Bank has been providing remittance service for Reliable Remit, IME, Prabhu Remit,
SDBL Trust Remit, NetFox, Moneygram and Western Union.

There are two major sources of foreign Remittance:

1)Account Deposit

2)Cash

Domestic Remittance:

In civil bank domestic remittances of the transfer of money from one place to another
with in Nepal is done through its branches available in different parts of the country. As
its branches are already been established almost all part of the counter it has been easy for
the customers of civil bank as many people in Nepal are staying away from their home.
The domestics remittance is done in two ways in civil bank, they are:

 In ABBS(Any branch banking service),The customers deposit the money in any

branch of the bank in their a/c number and this deposited amount can be withdraw
in any branch of the civil bank by Cheque or Atm/visa card.

 In citizenship/driving license/passport number the customer deposits the money

and the person withdrawing the money have been to sow the exact
citizenship/driving license/passport number in which the money has been
deposited.

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Customer service department

Customers are considered as king in any business organization. As an interns it is

very important to know the customer of the business. After all customers matters
a lot for any kind of business be it large or small.i worked in customer service
department for about 15 days where I got to know various aspect of cutomers
service in typical banking sector.i leaned there to address customers’s complaint
and queries and many more tips on handling customers of the banks.in addition,I
was able to lean procedures of opening a new account,closing account,issuance a
cheue books and bank statement,preparation of balance certificate.miss yatra
neupane was the incharge of department as she had done recently BBA progam
and she was actively to teach us about front desk but due to her moody nature i
have not interact properly.i never have informal talk.we always used to have
professional talk and less friendly nature which is recommended by every interns
who had come to civil bank.This department in fact is responsible for direct
contact with customer even if customer do actually have work in some other
departments.customers service act as bridge between the cutomers and the
company that the customers is buying or getting a service from. customers
expects the cutomers service department to be helpfulfriendly and efficient.
Customer service is a series of activities designed to enhance the level of
customers satisfaction-that is,the feeling that a product or service has met the
customer expectation. Good customers service helps in retaining loyal customers
and reaping long term profitability to organization.the major functions of
customers service department of the bank are mentioned below:

 Resolving customers’ complaint and answering their questions.

 Opening a new account

 Saving Account
 Current Account
 Fixed Account

 Closing an Accounts

 Issuance of cheque books and ATM Master cards.

 Issuance of bank statement

 Issuance of balance certificate

 Providing ABBS facility to customers.

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  Overdraft Card.

2.3 Interns key observation

During my interns period in civil bank,I observed that the bank is performing well as it
has large numbers of customers and also it gets help from the government as it is fully a
government bank. Also the other reasons of success are goodwill it has earned from the
reliable services it has provided to its customers.The bank has a huge possibility to
making more profits as the bank has many institutional customers rather than individuals
ones which helped the bank to generate more profit and sustainability.However,the bank
lacks some effective and efficient employees in many operational phase of the bank.The
bank also lacks use of latest and modern tools and technology as some of the departments
are still practicing traditional techniques and equipments which lacked to provide more
reliable,fast,effective and efficient services to the customers

SWOT Analysis
SWOT analysis help in analysis of strength,weakness, opportunities and threats of any
organization.Its is one of the important means for analyzing the competitiveness and effectiveness
of the organization also help in finding out its weaknesses.The organization has to analyze the
potentials strengths to gain competitive advantage.It has to predict the possible opportunities to
capture the possible gains competitive advantage.It has to predict thepossible opportunities to
capture the possible gains and advantage for growth and development. Not only the strength and
opportunities but it also has to analyze the exiting weakness to be more efficient and productive
to satisfy the customers and retain them for long term profit. The possible threats exiting in the
work environment also had to be analyzed to minimum the risk and failure that may occur in the
near future..

Civil Bank being one of the pioneer and large commercial banks of Nepal which is operating in
various field specially for the uplifting of poor and women along with economic growth. As a
government owned bank the bank is also contributing toward achieving national goals as per the
government directives.The bank has made significant contribution in the development of private
sector either by loan disbursement or by active participation in the fairs organized by industrial
and business communities.

The major strength of the banks is its prime is its prime and loyal customers. Being a government
owned bank, it has been able to retain large number of institutional customers and gain
confidence of the locals. The bank has a huge potential to be a leading bank as it has wide
network providing various services to large numbers of customers.

The weakness strength of the bank is that it is highly centralized and lacks efficient and fast
dervice delivery system. The bank also lacks less productive human resources. The major threats

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of the bank include political instability and frequent management change. Labor problem is one
of the major threats of the bank as there is presence of large number of labor unions.

CHAPTER III:LESSONS LEARNT AND FEEDBACK

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3.1. Key skills and Attitude Learnt

 Working in the bank has helped to develop a learning habit to a great extent.

 Improved communication skills.

 Developed inter-personal skill which will enhance interaction ability.

 Developed the confidence level to deal with various types of customers.

 Having taken the responsibility has helped in management ability.

 Handling the work pressure was one of the important attitudes developed while working
in the bank.

 Being punctual was one of the attitudes developed while working in the banks.

 During my interns period in the bank, I have developed to work in team and attitude to
coordinate with others employees.

 Became more socialize while dealing with many people.

3.2 Feedback to the organization

 The employee should be more productive and communicative so that they can focus on
effective services.

 The employees should be motivated so that they can be more productive and customer
centric.

 Customers queries and complaints should be handled property and patiently as some of
them were responded with inadequate information.

 For long term relationship staff crew members must maintain their relationship and
work to pleased them. They must not think that if work finished then finished.
Management must be concentrated how to win the charm of customers need not their
duty completeness.

 Unnecessary Follow up should be stop like for eg: what yours grandfather citizenship
no,what urs house no in village areas. They feel irritated and want to close account by
paying the extra fees also.

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 Inter department communication should be induced and encouraged.

 There is no staff coordination and feeling of mine organization. There is only that fulfill
your duty you will get your salarly. This should avoided.

 Reliable and effective services should be provided to the customers.

 Latest tools and technologies should be used.

 Overconfidence of being the employees of one of the big bank of Nepal should be
maintained and proper behavior and proper behavior with the customers should be
encouraged.

 Employees leaving the department in the working hour should be controlled. For
refreshment lunch time hours should be given and no office work in these time.

 Civil bank should increase the number of ATM machines both within and outsides the
valley so as to attract more customers towards the bank.

 There is no lunch for staff members. If the staff are satisfied of their health then they
would be motivated to work for betterment of the organization which ultimatelyhave
goal achievement.

 There is very minimum number of staff in civil bank so if one employees absent it
would be very hard to handle it.i had experiences when ours CSD had leave the job.

 Adopting efficient marketing strategies to encourages to encourage more of the

customers will help civil bank to successfully compete with others bank.never gives
focus to customers account opening numbers but gives higher priority to daily
transaction so that customers have long term depth relationship between each others.

 Though at present Civil bank is providing interns at certain level only. It had mainly
focus to customers department and marketing department(sales work for eg: Account
opening only).concept was given that more account opening than you will be awarded
for job. This should be totally removed .we are interns that we want to learn some
technical steps of financial institution like loan and cash. How to make decision over
this not to handle customers relations, account opening, Follow ups etc.

 It was also seen that the customers had problem of signature,ink dismatched.these
should be properly written in rules.

 No correct accurate information given to interns for marketing job.we had gone to
marketing having insufficient information and people suggest us to bring information at
is correct.so interns trainer should be there to properly guide.there should be separate
department for this and to motivate them certain amount should be given as whole
interns we have to go on marketing job.

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3.3. Feedback to the college/university

 Internship program should be made more systematic and efficient so that the student feel
that they have achieved something.

 College should provided list of interns taking bank so that students would not be
confused where to go relating to financial institution.

 College must aware to bank not to do sales maketing.As marketing strategies like
suggesting,marketing survey etc.

 College must give information to student to ask the bank clearly:what they have to do in
these interns and any remuneration,time should be clearly specified for minimum 6
weeks in contract while doing interns.

 College should encourage the students to have interns planning in 5 sems and provided
recommendation letter so that students can search their proper interns firms according to
their interest.

 As BBA program consist of 8 semesters,interns program at the end i.e. 8 th semester

would be more beneficial to the students.

 After interns if the students got job offers then college should manages time in next 2
semester.so that students can show their potentiality in job market like the product of
uniglobian.

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 References

Pandey L.M.,(1998),”Financial management”, New Delhi:Vikash Publishing House Pvt.Ltd

Pant,Perm Raj,(2005)”Principal of management”Buddha Academic Enterprise.

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 List of Appendices

Annex-1: Individal account opening form

Annex-2: Corporate account opening form

Annex-3:Debit card requesting Form

Annex-4:Internet Banking requesting Form

Annex-5:Loan application form

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