GROUP MEMBERS:

HINA ISFAHANY 9875

BILAL ALI QURESHI 6892

SYED MUHAMMAD ALI

10320
2
 LETTER OF TRANSMITTAL

Our greatest thanks to Almighty Allah, who is the most Superior, Magnificent and
Merciful, for helping us to carry out this research work smoothly and granting us
courage to face this challenge that we had taken up for the past few months and
finally we’re accomplish this Independent Research Report. We would like to
acknowledge Mr.Kamran Rabbani, Lecturer of Introduction to Business Finance
at IoBM, who helped us in finalizing the topic for our product. In a way he directed
us to take the first step towards this journey of thousand steps. We would like to
thank all those credible and praiseworthy authors whose precious writings we have
quoted and referred to in this report. Lastly, we’re thankful to our family and
coworkers who helped us in a way or the other in giving us as much relaxation as
possible with house and college work respectively.

3
 EXECUTIVE SUMMARY

This research project is being carried in order to see to what extent the universities
and business colleges of Pakistan are supporting the banking industry of the
country. We found that very few colleges are providing such a support which is
demanded by the industry today. From class room sessions to seminars and from
class projects to internship every element of syllabus needs to be updated as well as
need a 360 degree turn from text books orientation to more business and practical
work oriented. We need to carry out great deal of research in all aspects of banking
industry and other fields during the program. Banks themselves also need to
improve their training programs and also needs to increase the capacity of their
training programs such as management training program as currently it intakes very
few fresh graduates. They are expected to invest more on employees’ development
program and truly see it as a key of development rather than expense.

4
 Contents
LETTER OF TRANSMITTAL..............................................................................2
EXECUTIVE SUMMARY.....................................................................................3
ABOUT RBS............................................................................................................5
RBS BUSINESS AND SERVICES IN PAKISTAN.............................................5
RBS VISION FOR EMPLOYEES........................................................................6
QUALITY OF EDUCATION................................................................................7
EMPLOYEE REQUIREMENTS...........................................................................7
DEVELOPMENT PROGRAM……………………………………………..…...9
ABOUT BANK ISLAMI.......................................................................................10
EMPLOYEE REQUIREMENTS.........................................................................10
DEVELOPMENT PROGRAMS.........................................................................12
ABOUT HSBC.......................................................................................................13
VIEW OF HSBS FOR EMPLOYEES.................................................................13
THE QUALITY OF EMPLOYEES AND THEIR EDUCATION......................14
MANAGEMENT TRAINEE PROGRAM..........................................................15
INDUSTRIAL ANALYSIS……………………………………………………..16
CONCLUSION....................................................................................................28

5
About RBS
The Royal Bank of Scotland Group has grown from small beginnings nearly 300 years
ago to become the second largest financial services group by profit, in the world. With an
AA credit rating, RBS group has more than 40 million customers worldwide, operating
profit in 2007 ₤10.3 billion, and total assets, as at 31 December 2007, of GBP 1,900.5
billion. Our brands operate around the globe and down your street to provide banking
services for individuals, businesses and institutions. Proud of our history, we remain
committed to innovation and service - in business and through our many sponsorship
activities.

AsiaPacific
The Royal Bank of Scotland Group is now one of the top five banks in the Asia Pacific
region for corporate and institutional customers, and retains a strategic partnership with
Bank of China. We also provide wealth management services across the region through
RBS Coutts.

Europe
As well as having the largest branch network in the UK and providing market-leading
wealth management, consumer finance, insurance and corporate banking solutions to
millions of customers, the RBS Group has a growing presence across the rest of Europe.

NorthAmerica
The Royal Bank of Scotland Group is now one of the top 10 banking groups in the US,
and an established name across North America. Citizens Bank has retail branches in 13
states, while RBS Global Banking & Markets works with 80 per cent of the Fortune 100
companies.

RBS BUSINESSES AND SERVICES IN PAKISTAN:

 Consumer Banking
 Islamic Banking
 Commercial Banking
 Corporate Banking
 Royal Preferred banking

6
RBS VISION FOR EMPLOYEES

We welcome newcomers who share our ambitions. At RBS, fulfilling ambitions - both
yours and ours - goes hand in hand with a human and supportive way of working. Yes,
we believe in creating maximum economic value for our clients and shareholders, but
not at the expense of human values and principles.

Whether you're aspiring to the first rung of the career ladder or you're an experienced
professional, we can introduce you here to the many opportunities available throughout
RBS in Pakistan. If you want to know more about what it means to work at RBS, please
'Get to know us'.

We are also great believers in the 'contribution culture', where goals are set for the
entire organization and where everyone within it is expected to help achieve them. So if
you decide to come and work for us, we don't just want you to behave professionally or
give one hundred percent. No, we want you to share our ambitions too. Because the
way we see it, success is a joint responsibility.

Of course, a culture in which people are challenged and expected to help realize the
ambitions of an organization in a supportive and human environment is not for
everyone. But it is what differentiates RBS from other employers.

7
QUALITY OF EDUCATION
If we see the number of business school in our country we come across many names but
that is only what we are talking quantitatively as far as quality is concerned of a business
school and when you see from a banking point of view very few are meeting the
standards that are required by the local and international banks these days. However as
far as the basic knowledge is concerned that is numeric literacy and basic
communication skills they are available mostly in a fresh graduate of today who are
joining the banking industry.

The most important reasons of below average graduates that we have found out from
our research through questionnaire survey are as follows:

 Education is not very business oriented

 Syllabus is old fashioned and not revised regularly

However nothing is without a solution in this world until or unless willingness for
improvement fades away. The most common solutions that were considered are as
follows:

 Students should be given real projects from the industry during their program.
 More specialized training programs should be executed.
 The share of visiting faculty from the industry should be increased.
 Moreover internship program should be made as a part of program for all students
in their respective fields.

EMPLOYEE REQUIREMENTS

The skills that is required by RBS is that the graduates should have a hold over their
verbal and written communications and should be self aware as well as self confident
about the work they will be handed with so that they could prove up to the mark. The
students should have organizational skills and should have ‘can do it’ attitude, which
could help them as well as other employees working side by side as a team to solve the
problems easily. They should posses client relationship skills along with negotiation
skills. They are expected to have passion to learn more.

The continuing education programs which should be designed by Universities to

upgrades their graduate’s technical and soft skills are through class room discussions,
independent study programs and readings should be implemented plus specialized
diploma programs should be available.

The criteria for the selection of Recruiting Graduates is through interview

performances, willingness to work that is their determination and their work experiences,
whereas the least desirable characteristic is the lack of determination, lack of loyalty,
arrogance, lack of ethic and bad attitude, lack of commitment and over confidence.
8
DEVELOPMENT PROGRAM

RBS does support employees a lot for their learning and increasing knowledge regarding
banking industry. All employees at RBS have to go through a training program at
orientation which is of one week held at RBS own training house situated in the business
and financial of hub of Pakistan at Karachi. This one week training is off the job training
and its main goal is to make the new employee aware of general banking, banks’ own
policies to make sure he/she supports banks mission. It’s mandatory for all employees at
every level.

Moreover, RBS also send its employees at outsource training programs in fact it has
sent many employees even abroad for their development. These programs were seen
more previously than today due to major cost cutting policy adapted by the bank due to
global financial crunch. However, these training programs were meant to make
employees aware of what is new coming in the banking industry and how its’ being done
abroad.

In addition to this employees’ performances are regularly evaluated by the supervisors

as well as HR personnel. These performances are gathered through evaluation of
employees’ achievements of targets that were given for the specific period of time plus
general behavior is being monitored by the supervisors themselves on routine basis.
Supervisor give on the job training if needed to any employee as per evaluation of his
performance.

Banks objective of training is to improve the performance of their staff in their present
roles and to maintain the quality of services that are being offered by the bank in all
areas. Moreover RBS wishes that the employees should be aware of new developments
that are being made in the banking industry.

RBS also have a management trainee program which is offered to make sure that an
employee is rotated for a particular time in all the departments and the choice of which
department will he wants to join is left on him. This enables the employee to exhibit his
skills more efficiently as he gets a bit of touch from all departments and joins the most
suitable department where he thinks he can perform best. This program is very beneficial
both for the bank as well as for the employee.

Soft skills, communication skills, business skills broad sector experience and
understanding of the business are the most important skill that are considered in a
banker however if someone lacks some technical skills or knowledge he or she should
be recommended to take a professional course in that particular field in order to develop
and improve his or her skills.

9
ABOUT BANK ISLAMI

The Bank Islami, human capital is the most valuable equity, and it is the people of Bank
islami who carry the mission and vision forward. As dedicated Islamic Bankers, it takes a
special breed of person with a belief and commitment in Islamic Shariah with an
unwavering professionalism to carry the responsibility of making Islamic Banking the
banking of first choice.

Bank Islami provides the tools needed for the students to develop world-class analytical,
leadership, management and relationship-building skills. They ensure the proper
development of their employees to cope with the current market trends and business
needs. Achievements are a milestone in an individual's career as well as in the Bank's
growth, and thus needs to be recognized in the most effective manner. Bank Islami
continuously strives to make their policies more customized & competitive to improve
their working environment, foster teamwork, ensure career progression, and encourage
innovation.

At Bank Islami, staff members are committed to providing an ideal professional

environment which enables the employees to pursue the highest possible level of
professionalism as well as supporting their personal fulfillment. Here the bankers believe
that the strategic mix reinforcement in the employees creates the ability to think 'out of
the box' and discover new ideas and concepts, while challenging the status quo.

10
EMPLOYEE REQUIREMENTS

The university graduates are not meeting up with the goals of the industry these days,
due to the syllabus taught to them which are not updated and the education is not
business oriented as to meet up the requirements of the banks. The Students do not
have enough core competencies to fulfill Industry requirements. The university should
update their courses and use new techniques to groom the students for professional
fields.

The skills that is required by BANK ISLAMI is that the graduates should have a hold over
their verbal and written communications and should be self aware as well as self
confident about the work they will be handed with so that they could prove up to the
mark. The students should have organizational skills and should have ‘can do it’ attitude,
which could help them as well as other employees working side by side as a team to
solve the problems easily.

The continuing education programs which should be designed by Universities to

upgrades their graduate’s technical and soft skills are through class room discussions,
conferences, video presentations, independent study and individual instructions
according to their goals in life. The criteria for the selection of Recruiting Graduates is
through interview performances, willingness to work that is their determination and their
work experiences, whereas the least desirable characteristic is the lack of determination,
lack of loyalty, arrogance, poor team work skills and lack of self awareness and
confidence.

If the students think that they can make a difference, they are warmly invited to join and
explore the possibility of a dynamic, challenging and rewarding career with Bank Islami.

11
DEVELOPMENT PROGRAMS

The training of employees in BANK ISLAMI is perceived as a reward and as a key

developmental tool. The training is carried by the head supervisors who are specially
appointed to council the new employees and make them reach the aims of the bank and
to maintain and enhance the quality of service in all areas.

The employees are first trained in the specific areas and then their analysis is carried
through interviews, customer feedback and reviews from the supervisors. The on- job
training techniques used by the bank is through Orientations, Job instruction training,
and Internships and assistantships, whereas the Off-job trainings in done through special
study, films, television conferences or discussions and case studies.

The skills that the supervisors and trainers of BANK ISLAMI are focusing mostly on are
to develop the employee’s soft skills, technical as well as business skills so that the
employees can progress more quickly then the employees in other banks. The trainer
also keeps in mind the broad sectors of banking system to create awareness in the
employee. The types of continuing education programs which have benefited the bank’s
staff are through seminars, classroom discussions, video presentations, and
independent study of the graduates. The Bank Islami offers a friendly environment
between the staffs which has created good relationship among the employees and the
Head of the departments, because of which every query of the new employees are
answered.

12
ABOUT HSBC

HSBC is one of the largest banking and financial services organizations in the world.
HSBC's international network comprises around 9,500 offices in 86 countries and
territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa.
HSBC has a progressive development plan for all those who want to join the
organization. They want young and dynamic talent and look forward to impart their rich
knowledge and experience to groom the youth so that they could take over as future
leaders!

To truly understand a country and its culture, you have to be part of it. With over 10,000
offices in 83 countries and territories in Europe, the Asia Pacific region, the Americas,
the Middle East and Africa, HSBC maintains a dynamic international character coupled
with a strong local presence in each territory. In fact you will find that we've got local
people in more countries than any other bank.

Cutting-edge technology solutions are used by HSBC to keep pace with the rapidly
changing spectrum of customer needs to provide relevant suite of products and services.
However, the employees remain the backbone on which technology rides. In fact, it's
their insight and initiative that has allowed the HSBC Bank to recognize financial
opportunities first. The objective is constant - create an environment that stimulates
challenges and rewards a person. In each one of the HSBC staff the bank values their
need for personal growth along with professional development. HSBC also recognizes
the importance of ethical business values, creativity and diversity in a workplace and is
an equal opportunity organization. Innovations and ideas are shared throughout the
HSBC network between the employees, so that every customer of HSBC benefits. You
may think of it as local knowledge that happens to span the globe.

13
VIEW OF HSBC FOR EMPLOYEES

The HSBC Management displays a great vision regarding the future as an organization,
as well as individuals. On the way of completing the education, Internships are a great
way to apply the understanding and skills the students are developing at university level
and get experience in a leading corporation. Each year HSBC offers project based
Internships in various departments. The interns are hired for a period of 4 to 6 weeks and
they launch their program in June and November. At the end of the internship the
students are required to submit a project or program report to the company on the topic
assigned to them at the beginning of the internship program. If the student impresses the
HSBC employer with their talent & hard work, they may be considered for employment
opportunities after they have completed their studies.

THE QUALITY OF EMPLOYEES AND THEIR EDUCATION

The Universities are unable to meet the industry requirement s due to the education
which is not business oriented and their syllabus has not been updated with today’s
needs. The teachers and the students together should work on the new technologies and
enrich their knowledge and skills with it. The skills that this bank is looking for is that the
graduate should have a control over oral and written communication and should be
aware of the industries with a nature of problem solving and self confidence which can
lead them to a successful path ahead.

The graduate’s technical and soft skills should be upgraded by conferences, class
discussions, and independent studies and through diplomas on the selected fields. The
important criteria that a recruiting graduate should possess are their willingness to learn
and continue learning and their performance at the interview, whereas the least desirable
characteristics are the lack of motivation, the lack of work ethics, and the lack of self
awareness.

HSBC is an equal opportunities employer. HSBC do not discriminate on grounds of age,

gender, race, ethnicity, language, caste, creed, economic or social status or disability.
Being the world’s local bank, the HSBC Bank values the diversity of the markets in which
it operates. Diversity is central to HSBC’s brand image and is an integral part of its
“managing for growth” and people strategies. The HSBC Bank recognizes that having a
workforce that broadly reflects the composition of the local communities in which it
operates, places the bank in a unique position to understand and respond to the needs
of the customers. The HSBC Bank thus uses diversity as a competitive differentiator,
both in employment and in customer markets.

14
MANAGEMENT TRAINEE PROGRAM

The aim of HSBC is to be the world's best International bank - with an extensive global
network to service their clients on their cross-border and domestic banking needs. To
support this ambition, HSBC bank wants to hire people who can think and operate on an
international not just a local basis. Through the HSBC Management Trainee Program,
they want to recruit and develop talented managers who can deepen the local
knowledge, yet continue to broaden the international horizons of the bank.

The HSBC bank is putting efforts on training the new employees and improving their
skills. The training of employees is done by the bank trainers who take the training
system of the bank as a key development tool. The analysis of the employees is done by
the customer feedbacks and performance reviews by the supervisors. The on- job
training techniques used by the bank is through job instruction training, internships and
coaching whereas the Off-job training techniques are by role playing programmed
instructions and by discussions .

The most important skill training is the development of technical skills, soft skills and
business skills. The continuation of educational programs which has benefited the bank
staff are the conferences, seminars and individual instructions. The employees are
consistently encouraged to apply their own judgment on how to make existing systems
more efficient, without compromising anything.

15
INDUSTRIAL
ANALYSIS

16
 Pakistani Universities are forefront of skills training and
professional qualifications for banking industry

Agree Disagree No opinion

8%

31%

62%

RESULT

The above pie chart shows that the industries of Pakistan 61% disagrees with the statement that
Pakistani Universities are forefront of skills training and professional qualifications for banking industries
whereas 31% agrees with this statement. This clearly specifies that the universities should update their
education, according to the industry needs.

How well univsersities are serving banking industry

1 95%
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1 5%
0% 0% 0%
0
Very well Quiet Well Poor Very Poor No opinion

RESULT

The above data shows that 95% of the industries of Pakistan said that the Universities of Pakistan are
serving quite well in the banking industry and 5% disagreed to this, as the time is passing and the
feedbacks are given to the universities, they are gradually updating their level of education.

17
 HOW WELL GRADUATES ARE EQUIPED IN TERMS OF SKILL OF
BASIC COMMUNICATION,NUMERACY

0 0 0 0

very well fairly well not very well not at all no opinion

RESULT

The above chart shows that the industries are satisfied with the graduates as they opted that the
graduates are 100% fairly well equipped in terms of skill of basic communication and numeracy.

SUMMER INTERNSHIP SHOULD BE CONSIDERED FOR

UNIVERSTIY STUDENTS

Yes
100%

RESULT

The above chart shows that the banking industry totally agreed with the decision of Universities for
making their graduates do summer internships to improve their skills in their practical life, as 100% yes
can be seen.

18
 6

0
ns ns cy cy ce ss m lls lls kills y g ls t e de rn
tio atio itera era den ne tea l ski l ski s tivit lvin skil m
en ativ tu lea
a e a o t ti
ic ic L m fi ar f a ona a
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ip e s
tio
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In
i atti to
un un Nu c on l aw rt o ti ly Cr lem a m
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m lf ti o d i
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Se cia s pa isa Ana latio ob ego c n ss
la c er a gan r e Pr N and 'Ca Pa
en m k Or t e
Or ritt m or ien riv
Co o w Cl d
W al
yt on
li it r s
Ab Pe

RESULT

The above statistic shows that the skills of University graduates which are mostly required by the Banking
industry are namely, Oral communications, written communications, self confidence, personal
drive and commitment, initiative, CAN DO attitude and a passion to learn.

19
 HOW TRAINING IS PERCIEVED IN YOUR ORGANIZATION

0 0

Expense Reward Key Development tool

RESULT

The banking industry said that they perceive the training of graduates as a key development tool; we got
a 100% answer for that.

FORMAL TRAINING IS OFFERED BY YOUR BANK?

3
2.5
2
1.5
1
0.5
0
Yes No

RESULT

In the above chart 100% of the Bank industrialist said yes to the question, as it is true that the formal
training is offered by the banks of Pakistan.

20
 DOES THE TRAINING SUPPORT THE MISSION OF THE BANK?

100%
80%
60%
40%
20%
0%
Yes No

RESULT

In the above chart 100% of the Bankers said yes, that training do supports the mission of the bank.

TRAINING IS MANDATORY FOR EACH STAFF MEMBER?

3
2.5
2
1.5
1
0.5
0
Yes No
Axis Title

RESULT

In this question all the Banks firmly believes that training is mandatory for each staff member.

21
 ARE TRAINING PROGRAMS REGULARLY EVALUATED?

3
2.5
2
1.5
1
0.5
0
Yes No

RESULT

To this the bankers opted for yes, it is true that the programs are regularly evaluated due to which a
quick progress is observed in the new employees.

BANK'S OBJECTIVE OF TRAINING

3.5
3
2.5
2
1.5
1
0.5
0
ce

am
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ts
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or
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d
&
le

bi

an

ail
Ro

in
ta

av
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nt
ap

ain

cie
ad

effi
m
aff
St

RESULT

The most important objectives of training a graduate are to improve their performance, to boost the role
and career of staff, to make the staff adapt quickly the new changes, and to maintain and enhance the
quality of the banks of Pakistan .

22
 EVALUATION OF EMPLOYEES TRAINING NEEDS

3
2
1
0
s s s ck sts r
iew ey iew ba te he
v rv rv d e ot
Re su te ee c
ce in f an
an er r m
r m ts o
m rfo
rfo cu pe
Pe

RESULT

The evaluation of employees is done by their performance reviews by the supervisors, through customer
feedbacks and some from their interviews.

TRAINING METHODS

0 0 3
on the job off the job both

RESULT

The training methods adapted by the Bank’s are both off job and on job types, which can improve the
skills of a new employee inside out.

23
 ON-THE-JOB TRAINING TECHNIQUES USED BY YOUR BANK
3.5
3
2.5
2
1.5
1
0.5
0
s on s s on ng r
on cti ip ip
ati hi he
ta
ti u esh st h t ac ot
ien str tic ta
n
b
ro co
or in en sis jo
jo
b pr as
ap s&
hip
r ns
te
in

RESULT

The ON-THE-JOB trainings techniques used by the Banks of Pakistan are by orientations, job instructions,
assistantship and internships and also by job rotations, which enhance the employees and motivate
them.

OFF-THE-JOB TRAINING TECHNIQUES

3
2
1
0
es dy ns es in
g on n
tu
r
stu sio u di ay lati ctio
ec l us st pl u u
l cia ics se le sim str
e d ca r o in
sp on
,
ed
iv si r am
ele og
s,t pr
m
fil

RESULT

The OF-THE-JOB training techniques used by the Banks of Pakistan are mostly through lectures. Also case
studies, role playing and programmed instructions have played a vital role in grooming the graduates for
the business field.

24
 The important training skills developed in a graduate by the banks

5
4
3
2
1
0
. .
fic.. k ills k ills k ills nes
s
n ce la..
li l s s s s i rie gu
ua ica oft es
s
bu pe re
la q n s in e x st
n ch ng bu
s
ft
h re lat
e
sio g te o pi g o cto h
s l se it
fe pi
n ve pi
n ng
ro lo De lo n di ad a rw
p e e o i
in
g
De
v
De
v sta Br il
ia n d er fam
t Un g
Ob in
Be

RESULT

The most important factors which are developed by the bank trainers in the graduates are namely
development of their technical skills, soft skills, business skills, and they make them so much so that they
later easily understands the business regardless of any changes.

WHERE IS TRAINING CONDUCTED?

Out-side
40%
In-House
60%

RESULT

The training is conducted 60% inside the bank area and 40% outside the bank area.

25
 WHO CONDUCTS ON THE JOB TRAINING?
Supervisor Bank Trainer Outside instructor

20%

40%

40%

RESULT

In 40% of the banks, the training is conducted by bank trainers, and another 40% by the outside
instructors and the leftover 20% of the banks, train their new employees by the supervisors.

26
 Continuation of education programs by the bank that has
benefited the staff

14%

23%

seminar
class room
conference
14% Video presentation
Teleconference
Independent reading
Independent study
Individual instruction
9% Specialised programs with the
support of Banks

5%

5% 23%

5%
5%

RESULT

The above pie chart shows the continuation of education programs by the bank that has benefited the
employees are 23% of the conferences, 23% of the specialized programs with the support of banks,14%
of seminars and 14% of classroom discussions, 9% of individual instructions and 4% of independent study,
independent reading, teleconferences and video presentations.

27
CONCLUSION

We surveyed all three banks and met their employees and discussed all that is being
carried out there for their employees. Out of research that we carried out through the
questionnaire we found out that out universities and business schools are more oriented
towards text books rather than practical work. Moreover there is a lack of research work
that is being carried out in universities. Fresh graduates can only be improved if a lot of
effort over practical work is being done.

Students should be given actual projects from real business world plus they should be
sent on internships during their summer breaks so that they can feel the touch of
practical life while they are doing their programs. This will make them realize what
actually the businesses want from them.

Once they get aware of it they should be trained to get equipped with those tools which
will help them to survive and succeed in their careers. This could be done through
teaching new modern techniques in their respected field as here we are considering
banking. Seminars, video conferences with professionals plus more visiting faculty
should be hired from the industry that can provide them with the knowledge of new
developments and teach them how the work is being done at the banks.

Banks do have their training programs but currently are facing severe financial issues
that are restricting their implementations on a bigger scale. Employees at banks have
timing and location issue with the existing training programs some are very lengthy and
some are located in other parts of the country which makes it difficult for the employees
to take those training courses.

Management trainee program is the most popular and most fruitful training program that
is being conducted in banks these days. This program is beneficial for the employee as
well as for the bank as both get the most out of their efforts and thus the overall
efficiency and service quality improves. This is why most graduates are willing to apply
for this program but unfortunately very few get the chance to be a part of this due to
limited capacity of banks.

Banks provide both on the job and off the job training program plus they also give in
house training session as well as outsource training programs. Employees are sent even
abroad to learn new developments that are being made in the industry. However
international training programs are very limited now due to high cost that is involved in it.

28