1

CHAPTER I
ORGANIZATION PROFILE

1.1 Background

Global IME Bank Ltd. (GIBL) emerged after successful merger of Global Bank Ltd (an
“A” class commercial bank), IME Financial Institution (a “C” class finance company)
and Lord Buddha Finance Ltd. (a “C” class finance company) in year 2012. Two more
development banks (Social Development Bank and Gulmi Bikas Bank) merged with
Global IME Bank Ltd in year 2013. Later, in the year 2014, Global IME Bank made
another merger with Commerz and Trust Bank Nepal Ltd. (an “A” class commercial
bank). During 2015-16, Global IME Bank Limited acquired Pacific Development Bank
Limited (a "B" Class Development Bank) and Reliable Development Bank Limited (a
"B" Class Development Bank).

Global Bank Limited (GBL) was established in 2007 as an ‘A’ class commercial bank
in Nepal which provided entire commercial banking services. The bank was established
with the largest capital base at the time with paid up capital of NPR 1.0 billion. The
paid up capital of the bank has since been increased to NPR 8.88 billion. The bank's
shares are publicly traded as an 'A' category company in the Nepal Stock Exchange.

It is in line with the aim of the bank to be “The Bank for All” by giving necessary
impetus to the economy through world class banking service.

For the day to day operations, the bank has been using the world renowned FINACLE
software that provides real time access to customer database across all branches and
corporate locations of the bank. This state of the art customer database has also been
linked to a Management Information System that provides easy reach to all possible
database information for balanced and informed decision making. A disaster recovery
system (DRS) of the Bank has also been established in the Western Region of Nepal
(200 Kms West of Kathmandu.)

The bank has been able to achieve excellent diversification of its assets. A well balanced
distribution of exposure in areas of national interest has been possible through long
term forecasting and timely strategic planning. The bank has diversified interests in
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hydro power, manufacturing, textiles, services industry, aviation, exports, trading and
microfinance projects, just to mention a few.

The exemplary performance of the bank in these last eleven years has elevated it to a
premier status in the industry. The bank has been handling government transactions and
is officially among one of the few commercial banks trusted by the Government in
handing Government revenue transactions of various offices. The bank has been able
to earn the trust and confidence of the public, which is reflected in the large and ever
expanding customer base with more than 800,000 numbers of accounts in deposit base
and above 24,000 in credit. Through all this the bank has been able to truly achieve its
vision of being “The Bank for All”. Even with all this success, the bank remains
internally focused towards manpower development, product innovation and process
innovation etc., to have a strong and solid foundation, which are ongoing and
continuous improvement initiatives undertaken by the management and staff alike.

GIBL has been conferred with “The Bank of the Year Award 2014” for Nepal by the
Bankers Magazine (Publication of the Financial Times, UK) and “Best Internet Bank
2016- Nepal” by International Finance Magazine, London.

GIBL was appointed as the first handling bank unit of CREF (Central Renewable
Energy Fund) under AEPC (Alternative Energy Promotion Center).

1.2 Organization’s mission, vision

Mission of Bank

To win respectable market share through customer focused quality products and
services, innovative business solutions and technology driven banking thereby
enhancing the growth and profitability of the bank so as to ensure the optimum benefit
to all stake holders at all times.

Vision of Bank

The bank shares a common vision of “The Bank for All” amongst its Promoters,
Directors, Management Team and Staff in commitment to providing the highest
standard of services for customers from all regions and societies.
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1.3 Objective of GIBL

 To extend professional and efficient banking service to various segments of the

society
 To facilitate the reliable, prompt and high standard of banking service for
adopting the latest version of banking technology in compliance with the need
and demand of the market.
 To develop lifelong relationship with clients and achieve profitability though
customer satisfaction.
 To widespread its branch network in different part of the counties at least one
branch on all development regions facilitating large number of clients as
possible.
 To become a landing bank by providing premium product and service and then
ensuring attractive and substantial return to the shareholders.
 To provide financial help to the general public.
 To encourage industries by providing necessary capital.
 To provide safe deposit to the customer.
 To become the bank of first choice.


1.4 Major market and customer of Global IME Bank Limited

The business is based on their vision of empowering their customers to help realize
their financial goals and aspirations through innovative financial solution delivered
efficiently and professionally.

Major market for Global IME Bank Limited as the banking and finance institution are
retail banking and Corporate Banking of Nepal and customer are Retail and Corporate
customers.

In a competitive and crowded market, they understand the need to give their
customers clear and real reasons their finance to them as protectors of hard earned
wealth. They provide reliable and responsive customer service and invest in
technology and ideas to make banking convenient, cost effective and simple for their
customers.
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They believe, that their customer chooses to patronize them with their business due to
their sustainable relationship approach that makes Global IME Bank a partner in their
growth and progress.

1.5 Bank's Product and Services

The bank offers a complete range of banking products in deposits, lending, trade finance
and remittances. The bank’s deposit product portfolio encompasses customer tailored
saving deposits, fixed deposits, call and current deposits. The lending product portfolio
includes commercial loan products such as demand loans, cash credits, overdrafts, trust
receipts and term loans, whereas a complete portfolio of personal and retail credit
products are also provided by the bank. Non-fund based products such as bank
guarantees and letters of credit are also available to the bank’s customers. GIBL's focus
has been stretched out to financial supports to Corporate and Infrastructure Sectors with
preference on renewal energy, SME, Retail and Micro Financing Loans. In continuation
of living with its vision “The Bank for All”, the bank has launched Agricultural Loan
in co-ordination with food processing industries as about 70% of the Nepalese
population depend on agriculture for their livelihood.

Saving Deposit Products

 Gobal Navaratna Bachat Khata

 Global Gold Saving Account
 Global Abhibhawak Bachat Khata
 Global Ladder Savings Account
 Global Premium Savings Account
 Global Branchless Banking Savings Account
 Global Remittance Bachat Khata
 Global Janmabhumi Bachat
 Global Students Saving Account
 Foreign Currency Savings Deposit Account
 Global Balbalika Bachat
 Global Karmachari Bachat
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 Global Nari Bachat

 Global Normal Savings
 Global Senior Citizen Account

Fixed Deposit Products

 Global General Fixed Deposit

Current Deposit Products

 Global Current Deposit

 Global Convertible Foreign Currency Current Deposit Scheme

Loan and Advances

 Trade Finance
 Consumer/Personal Loan
o Global Home Loan
o Global Auto Loan
o Global Hire Purchase Loan
o Global Mortgage Loan
o Global Education Loan
o Loan Against Fixed Deposit
 Global Small Business Loan
 SME Loan
 Corporate Loan (Funded)
o Fixed Term Loan
o Working Capital Loan
o Overdraft
o Import Credit: Trust Receipt (TR) Loan
o Export Credit: Pre Shipment and Post Shipment Credit
o Demand Loan
o Cash Credit
 Cash Credit-Revolving (CCR)
 Cash Credit-Non-Revolving (CCNR)
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o Pledge Loan
 Corporate Loan (Non-Funded)
o Letter of Credit (LC)
o Bank Guarantees
 Bid-Bond Guarantee
 Performance Bond Guarantee
 Advance Payment Guarantee
 Supply Chain Guarantee
o Document Collection
 Infrastructure/Project and Consortium Loan

Remittance

 Domestic Remittance

o Global Remit
o IME Remit

 Foreign/International Remittance

o Swift
o Bank Draft

Other Services

 Partnering for Renewable Energy Promotion

 Foreign Currency Sales/Purchase
 Foreign Currency Deposit Accounts
 Locker Service

Value Added Services

In addition to the above, the bank also offers a variety of value added services to its
customers. The bank has also been providing Internet/Mobile Banking Services
(through its website www.globalimebank.com), SMS Banking Services and SMS
Notification Services among other such value added proposition to its customers. The
bank has also been issuing VISA debit and VISA credit cards to its customers since
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2009. GIBL is the only bank to provide SMS alert to its customers on credit transactions
and credit card transactions besides other transactions.

GIBL has introduced "Global Smart" an advance banking application with customized
features on updated format for financial transaction through SMS and Internet
Connectivity.

Correspondent Network

The bank has been maintaining harmonious correspondent relationships with above 60
different international banks from various countries to facilitate trade, remittance and
other cross border services. Through these correspondents the bank is able to provide
services in any major currencies in the world. The bank also maintains its extension
offices in India and Middle East to assist in the remittance of funds from overseas
Nepalese workers. These services are soon to be expanded to South Korea.

Branchless Banking

As part of financial inclusion, Global IME Bank has addressed new strategy of
launching branchless banking service in the remotest parts of the country where
presence of financial institutions are very less in number or not at all. Within the short
duration of 3 years’ bank has already launched 100 branchless banking services catering
more than 16,000 customers on their daily deposits and withdrawals. Our branchless
banking locations also offer micro lending facility to small farmers and businessmen.

Branch Network

The bank is now operating 131 branches, 5 extension counters and 14 revenue
collection counters spread throughout Nepal. All of the bank's branches have been
established as full service outlets that offer a large range of banking services to its
customers. The bank also operates 132 ATMs throughout the country strategically
placed for the convenience of customer.
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1.6 Organization Structure of Global IME Bank Limited

The organization structure is the set of elements that can be used to configure an
organization. Organization design is the overall set of structure elements and the
relationship among those elements used to manage the total organization.
Organizational structure is hierarchical arrangement of line of authority,
communications, right and duties of an organization. Organization structures
determine how the roles, power and responsibilities are assigned, controlled, and
coordinated, and how information flows between the different levels of management.
Organizational structure is a system used to define a hierarchy within an organization.
It identifies each job, its function and where it report to within the organization.

This structure is development to establish how an organization operates and assists an

organization in obtaining its goals to follow for future growth. The organization
structure is the set of elements that can be used configure an organization design is the
overall set of structural elements and the relationship among those elements used to
manage the total organization.
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Figure 1: Organizational Structure

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Promoters

GIBL has been promoted by a group of prominent indigenous entrepreneurs who have
written a history of success in their field of ever growing business. The promoters of
the bank include renowned, well established and respected businessmen/industrialists
in Nepal from a variety of different sectors that include finance, remittance, trading,
export, automotive services, manufacturing, media services and hydropower to name a
few. The collective experience of the promoters has been realized to customize the
bank's offerings and services to compete with best in the banking industry and instill a
culture based on our core values of integrity, business ethics, teamwork, respect,
humility, professionalism, loyalty and good governance.

Shareholders Structure

Authorized Capital of Global IME Bank is NPR 10,000 million and Paid up Capital is
NPR 8,888.37 million. The promoters hold 51.18% while 48.82% is floated for the
public. Current shareholder structure of the bank is as below:

Percentage of Ownership Capital Invested

Promoter shareholders 51.18% NPR 4,549.07 million
Public shareholders 48.82% NPR 4,339.30 million
Total 100% NPR 8,888.37 million

Table 1: Shareholder structure of Global IME Bank Limited

Percentage of Ownership
51.50%
51.00%
51.18%
50.50%
50.00%
49.50%
49.00%
48.50% 48.82%
48.00%
47.50%
Promoter shareholders Public shareholders

Figure: 2 Ownership structure

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Board of Directors (BOD)

The bank is led by an experienced and visionary Board of Directors driven towards
the achievement of banking excellence. The current Boards of Directors given below
are appointed by 11th Annual General Meeting held on 23rd Kartik, 2074 B.S. as per
Section 68 of Company Act, 2063:

Mr. Chandra Prasad Dhakal Chairman

Mr. Pawan Kumar Bhimsaria Director

Mr. Sudarshan Krishna Shrestha Director

Mr. Suman Pokharel Director

Mr. Numanath Poudel Director

Table 2: Board of Directors of GIBL

Global IME Bank, Koteshwor Branch Workforce

Sudip Bhakta Wiggle Branch Manager

Senior Assistant/Relationship
Basanta Babu Karki
Manager (Credit Department)
Poonam Prasai Operation In charge
Himal Devi Pradhan Clearing Counter
Saraswati Dhakal Remittance
Bindu Nepal Cash Counter
Roynee Karki Cash Counter
Rakshya K.C Customer Service Department
Management Trainee/Relationship
Pradeep Maharjan
Manager (Credit Department)
Manish Thapa Customer Service Department
Ajay Raj Shakya Customer Service Department
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Narayan Mishra Customer Service Department

Shailendra Maharjan Messenger
Lopsan Lama Driver
Dev Bahadur Sapkota Security Guard
Kalians Pande Security Guard

Table 3: GIBL, Koteshwor branch workforce

1.7 Organization Performance

Global IME Bank has able to perform the best organizational performance. It has been
earing profit in increasing trend. Global IME Bank focuses on its customer by
launching various new product and improving the present products according to
customer demands. The job responsibilities for each designation are clearly described
so that the employees clearly understand their responsibilities and accountabilities.

The performance of organization can be analyzed through the balanced scorecard.

Figure: 2 Balanced Scorecard

Financial
status

Customer Oraganization Internal

perspective Perfrmance processing

learning and
Growth
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 Financial Status

The performance of Global IME Bank is outstanding and it is one landing

company in the banking and financing of Nepal. It is most successful Banking
and financing company in Nepal. Global bank has been moving at a smooth pace
building and enhancing good relationship in and outside the organization. The
bank has a strong customer base and handled by well experienced staffs. The
profit of the company is in booming trend than the previous year. All the financial
ratios are in growing trend from the past years

 Customer Perspective

In my view customer were very happy and satisfied with the banks service there
were not any redder tapeism and paper work which has irritates people.

Employees were very friendly and helpful to customer. The schemes and the
products were very attractive and satisfactory to the customer according to
customer.

 Internal Processing

Global IME bank limited has been to maintain the good institution relation.
Internal processing is concerned with excelling the internal processes to satisfy
customers and stakeholders. Global bank, being one of the successful commercial
banks in Nepal is known for their top notch management capabilities. The
information, suggestion and reports flow according to the organizational hierarchy
are there and well-spoken duties and responsibilities are there so in this way it has
good internal processing.
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 Learning and Growth

Global IME Bank, strongly focuses on strengthening the potential of its

employees. It has a continuous learning culture for every employee. the
employees are given training and classes improve their management skill and
make their work more efficient. It also makes the employees more cooperative
and understanding of each other which promoters their bonding. Global IME Bank
also enriches the job by attaching several responsibilities to a single job
designation. This helps the employees to develop the skill of multitasking. to
develop the competencies among the employees and improve their productivity.
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Chapter II

JOB PROFILE AND ACTIVITIES PERFORMED

2.1 Introduction of the Branch
In GBLNB throughout my internship period, I was placed in Koteshwor Branch.
Customer service department (CSD) was my main placement in GBLNB but I got
opportunity to work in the Remittance department as well. It was under the supervision
of Ms. Poonam Prasai (Operation in Charge) and Sudip Bhakta Wagle (Branch
Manager). Actually working in other departments was not allowed but I got the chance
to know few about the Remittance department.

2.2 Details about internship

The duration of the internship period as declared by the Pokhara University is six to
eight weeks for the partial fulfillment of the degree of Bachelor in Business
Administration in Banking and Insurance (BBA- BA). I worked in GBLNB Koteshwor
branch from 24 of May to 20 of July from 10:00am to 5:30pm.

Table 5: Details of internship at GLOBAL IME

Address Koteshwor, Kathmandu

Working Hour 10:00 Am To 5:30 Pm

Starting Week 26th may, 2018

Ending Week 20th july,2018

Working Duration 8 Weeks

Internship Supervisors Ms. Poonam Prasai

Working Departments Customer Service Department (7 weeks)

Remittance Department(1 weeks)

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2.3 Sources of Data

Data for this report were gathered from both primary and secondary source of
information collected through the period of internship.

Primary Source of Data

 Observation of working environment.

 Direct interface with the walk-in customers.
 Formal and informal communications with the official persons.

Secondary Source of Data

 Internet surfing.
 Publications and journals.
Newspapers, bulletin and booklets.

2.4 Activities done under Customer Service Department

Intern was assigned to perform the bank’s day to day activities in regular working
hours and spend eight weeks. The actual work done by the internee during the intern
period can be demonstrated as below

Handling Customer queries

As we know customer visit CSD whenever they have any confusion and difficulties in
understanding the banks system and procedures. So the major function CSD is to
listen to customers’ queries carefully and help them solve their problem by the best
solution.

Customer willing to open various kinds of accounts in bank are handled by CSD. In
order to open new account, Customer are asked to fill up various forms like account
opening, KYC forms, mobile banking form, internet banking form, company account
opening form, dormant account forms, De-mate form, Mero share form, CRN form,
account closing from and Banking forms in case they require ATM card and they are
asked to provide certain documents.
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Issuance of Cheque books

New cheque books are provided to new account holders the next day of account
opening by asking then the deposit slip and in case of old account holder requisition
slip is asked for the issuance of cheque book. Generally, saving account holder are
provided with cheque book of 10 leaves or demand for 30 limit leaves, and current
account holder are provided with cheque book of 30 leaves or demand for 100 limit
leaves and de-mate cheque book provide of 5 leaves in this bank open de-mate
account if customer required but cheque leaves is increased and decreased as per
request of customers. Cheque books are printed after recorded for cheque book
resistor issue date, name, slip requisition number and delivered time customer
signature, delivered date in order to minimize the default rate.

Distribution of ATM card and pin number:

Another major activity of CSD is to deliver visa debit cards and respective pin
number to customers. the cared and pin number are sent by office after preparation
and records keeping is dine every day regarding the in and out debit card and their pin
number. Also, the re-pin request for atm card is taken by CSD and is delivered to
customers.

Helping customer in filling up the forms

As per the rule of central bank, it is mandatory for every bank to meet certain
requirements regarding form that are to be filled by customer like KYC forms. So,
because of complexities of many forms, customers are unable to fill them properly.
So, to help customer fill the forms like account opening, SMS and Internet banking,
balance certificate, locker facility etc, is also one of the activity of CSD.
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Open and Close lockers

locker opening and closing facility for customer is also looked after by CSD. To open
locker, customers must have locker account with minimum deposit of Rs. 20,000 and
they can use locker of three size like small locker, medium locker and large locker to
store valuable materials which are not illegal. Customer who visit to keep and take out
their stuffs from their locker must fill locker access slip and signatures and signatures
are verified and the locker is opened by the staff of CSD.

Mobile banking and e-banking

GIBL has internet banking service through which customers are able to see their
banking truncation via user name and password with the help of internet by siting
anywhere. By this, customers have control over their account 24 hours a day and 7
days a week. So, the request for e-banking is taken by CSD and password are
delivered to respective customer’s email. And mobile banking launched by GLBL.
Which they get sms when their account is debited and credited and also they can
make balance inquiry form their mobile. By the help of mobile banking, customers
are recharge their phone, make utility bill payment, transfer funds etc.

Signature change

Sometimes customer wants to change their signature because of various reasons. In

such cases, they will be asked to do new signature in specimen card and asked to stick
one photograph. After that, the signature is updated in the system.

2.5 Remittance Department

Global IME Bank Limited (GIBL), operating under the guidelines set by. the
Government of Nepal and Nepal Rastra Bank, offer one of the safest and most
secured means of money transfer to Nepal. Global Remit is a premium online
customer focused and technology oriented remittance product of Global IME Bank
Ltd. It is web based remittance software that facilitates online money transfer system
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with the latest technological features. It supports ID & Account Transfers enabling
customers to transfer funds from our International partners to all our branches/payout
locations at your nearest locations. With the vast experience of the management team
and the board of directors in remittance business, Global Remit is dedicated to
provide fastest and safest way of money transfer. So far with the lowest sending fee
and highest exchange rate offered to its customers, Global Remit has established a
strong bond amongst its customers.

Features

 Web based technology.

 VeriSign Secured
 Largest Network with 108 Global IME Bank Branches, more than 5200 IME
locations and 1000 plus YES Remit agents.
 Real time transaction processing
 Provide fastest and reliable means of remittance information.
 Deposit instant in any Global IME Bank branches & any other Banks &
Financial Institutions.
 Competitive service charge
GILB is the authorized agent of lending remittance companies of the world including
Qatar, Saudi Arbia, Malaysia, Koriya, India etc.

One-week period in remittance department helped me understand overall flow of

remittance starting off remitter to the agent companies and to the beneficiary. I, as an
intern got an opportunity to perform following activities under this department.

 Verified the remitter, place from where the money had been received and
issued the voucher to draw money.
 Helped to the not inform the what can remit money received.
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2.6 Activities performed by me as an Intern

Customer Service is the front desk of any organization. It provides all necessary
information to the customers. It is one of the busiest departments in the banks and it is
the very place which makes an early impression to the clients. Some of the activities
performed in the CSD of GIBL, Koteshwor as an intern are highlighted below: -

 Dealing with the existing and potential customer.

 Photocopy of documents given by the customers and bank staffs such as

citizenship, driving license, passport, electricity and water bills, social security
program identity card (Bridhha Bhatta ID), etc.
 Providing new current account, saving account and fixed deposit account
opening forms for individual, minor, joint and company account and helping the
customers to fill them.
 Requesting customer to complete the forms requirements.
 Explaining about different new service to the customer.
 Making new cheque books
 Informing the customers through phone call about the cheque books and debit
card collection
 Issuing of cheque books to the customers after recording the receiver’s name
and his/her signature on the cheque book issuance register
 Issuing of debit card with pin number to the customers after recording the
receiver’s name and his/her signature on the debit card issuance register and
debit pin issuance register
 Providing account statement slip and account statement requested by the
customers after recording on the account statement issuance register
 Helping the old aged customers to fill the Bridhha Bhatta cheque book to
withdraw old age allowance (Bridhha Bhatta)
 Providing internet banking request form to the customers who want to re-
activate internet banking facility, change the password, etc.
 Providing debit card reactivate form to the customers who want to unblock their
debit card, new debit card, re-pin request etc.
 Filing of KYC form, acuity, etc. of the customers
 Providing and helping the customers to fill up the account closing form etc.
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 Fill up CDD and checklist form after new account form opening.
 Day to day filing and record keeping of documents.
 checking whether various kinds of forms are adequate or not and if no then
making such forms
As already stated, intern was granted a very few authorities whether to use the firm’s
resources to perform their activities. obviously, the analysis of the activities performed
is based on the observation, knowledge and personal experience. In this department the
workload is much faced that during the rush hour employee cannot even get chance to
talk free with the customer for their queries. Being a part of customer service
department for eight weeks I feel the difficulty faced by them to operate the task
regularly to make bank efficient and effective.

2.7 Problem solved

During my eight-week internship, I also got the opportunity to understand, identify

and solve some of the problem faced by the bank. Here some problem and difficulties
that exist in the CSD of the bank.

 The CSD at Koteshwor branch is less technology three computer and four
staff. Too much responsibility lies on the three staff and intern that face a lot
of problem during high traffic hours at the bank.
 There was lack of adequate follow ups with the customer regarding such as
informing them to collect their ATMs, Cheque books, e-banking, Filling up
KYC forms, etc.
 There is a frequent technical problem in the ATM machines which has led to
multiple ATM complaints with aggression of customer’s.
 Telling with various natures of customer who may come to the bank with a
different attitude.
 Searching the files that are asked by officer when they were not able to find
those respective files.
 During absenteeism of staff the work was overloaded including regular duties
to be performed being as internee which was handled easily.
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 ATM and Pin Alphabet a to z in bold letter wright in small part paper and
banded robber A letter all ATM and pins different two robber banded similarly
other also than easy to find out of name wise ATM and PIN and time saving.

2.8 Intern’s key observation

It was a great opportunity to have practical knowledge of banking activities in a real

environment of Global IME Bank. The internship period in Global IME bank was
quite satisfactory. As an interest, I gained lots from the internship in Global IME
Bank. During this period, I found friendly environment, good communication
between staff and customer, informal official communication between the top lower
personal in the bank, etc. As an internee of Global IME Bank Limited for 8 weeks’
period I observed some of the key points of bank.

following are of the observation that was observed during the period:

 The working environment of bank was very good. Employees were friendly
and of good caring nature.
 Bank’s staffs were energetic and sensitive at their work.
 The bank follows proper marketing by proving effective product, pricing
promotional and distribution strategies.
 There are a number of competitors in the market for GIBL for which it may
bring in different strategies to outperform its competitor.
 Bank is back in regular communication with its customer in certain issues like
calling them to fill their KYC form, long time (3-month duration) not
collected his/ her ATM, and cheque.

 A practical knowledge about commercial bank, services provided by them, tasks

performed to achieve their objective/target, etc.
 Professional communication and social interaction skills
 A strong customer focus by listening to them carefully
 Ability to work under pressure and to tight deadlines
 A strong commitment to effective time management
 Practically believed that team work is always greater and profitable than
working singly
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 Identified my strengths and weakness, insufficient knowledge and lack of

experience to work in the real world

 Learnt that every staffs in the organization are from different backgrounds and
they are different in every way. So, one should develop good interpersonal skills
to maintain good relationship with each other and to work with them
comfortably
 Gained proper and precise guidance for the career pathway from the employees
and the organization as well.
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CHAPTER III
LESSONS LEARNED AND FEEDBACK

3.1 Key skills and Attitude learnt

The things that I learned during my 8 weeks of internship at GLBL can be

summarized into main points-

 Working of a major commercial bank

 Interacting with co-workers and customers

Although I worked in “Customer Service Department” And “Remittance

Department”, I was able to get a rough idea about the different department in a major
bank, their main functionalities and the way they operate. The duration in CSD was
very helpful to understand the customers, their queries, their exceptions and the
improvements that are required on behalf of the bank. It changed my attitude about
bank customers. Not all the customers are educated and not all educated ones really
understand how a bank functions. So, I learnt to keep my cool and make the customer
comprehended how their problem can be solved.

I must say that the 8-week time frame was very small to understand the nitty-gritties
of a bank. however, it provided a wonderful opportunity to learn a great deal. getting
the taste of real world working environment, dealing with customer and understanding
the corporate social responsibilities was fantastic. The key skill and attitudes that I
learnt during my internship can be elaborated via the following points,

 Technical skill like operating a photocopy machine, printer and scanner.

 Interpersonal skill to gel and get along with customer and co-workers
 Problem solving skill to solved the problem that arise instantaneously during
the work hours when we must take immediate decisions.
 Leadership skill to lead people whenever situation demands. This has
inculcated in me an attitude to convince and command people when required.
 Communication skill to communication and exchange my ideas effectively
not only with the colleagues and customers but also with the visitors and other
staffs. Good communication skill helps to establish rapport and build a useful
network
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 Adaptability skill to adapt myself in new environment be it within different

organizations or within different departments of same organization. I could
cope up with the changes in staffs, work, and nature of customers.
 Time management skill to establish a balance between studies, internship and
personal life. even during the internship hours, time management was very
essential to get rid of the tremendous workload. This was indeed a great skill
that I learnt.
 negotiating and bargaining skill with customer in proving the service
explaining about bank’s rule or policy
 Confidence was developed tremendously. I started believing that when I can
handle hundreds of customer of all types efficiently. I can definitely do better
in each task that I attempt in future.
 Confidence are two great assets that I obtained while dealing with so many
customer and veteran colleagues.

3.2 Feedback to GIBL (Koteshwor)

Based on the observation, Knowledge and activities performed during the 8 weeks of
my internship, I have generated some feedbacks for the organization. I expect these
feedbacks to help GIBL enhance its operation and the value in the existing system for
its further betterment and prosperity. GIBL is one of the leading commercial banks in
Nepal with several branches and is performing outstandingly. It has been also
awarded as “bank of the year 2014”. from this we can that bank has been operating in
an effective and efficient manner till date. to continue with this good performance and
to improvise further, I would like to make the following recommendations:

 The working environment of bank was very good. Employees were friendly
and of good caring nature.
 Customer satisfaction is the most important thing in any organization,
Generally, it takes around 15 minutes to open a new account 5 minutes to
provide customers with the required time but shrawan 1 st 2075 change
account opening system customer form verified scan and sent to the mail head
office than head office provided by the account number, this process to much
time consume 30-45 minutes. But this process would take more than required
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time and it was seen that some of the customers of the bank were not satisfied
by the time taken to render customer care service. Thus, taking this into
consideration GILB should focus more on providing quick and satisfactory
services to the customer.
 Global IME Bank Limited should provide paid internship or launch facility to
the interns but they are providing none of them. I suggest GIBL hire paid
intern or launch which will motivate the interns to work better and will be
fruitful for the organization as well.
 Customer Service department the set of staff should be change from door side
because it disturbed the staff in work time if any one enter and exit in this
department.
 They should add more space to the Koteshwor branch for index files storage
and other equipment. Lack of more space makes the bank look messy and
unorganized.
 They should repair the AC of the Koteshwor branch as the customers as well
as staffs are tolerating the heat during office hours in the summer.
 Rest room of GIBL, Koteshwor branch is full of gallons because of lack of
store room and also is not so much clean. The rest room is always locked with
the lock and customers need to ask for the key to go to rest room. They should
manage this properly.
 The customers were complaining that GIBL is not so much clean. So, the bank
should think on this matter.
 There were not sufficient cabins in compare to the number of staffs in the
bank. They should make more cabins or decrease the staffs’ number.
 The kitchen was located in the credit department of the bank which created
disturbance while cooking. Hence, the bank should manage this matter.
 Bank need to have a monthly meeting with all staff including intern so that
they can give some recommendation to banks during internship and they may
understand working environment easily.
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3.3 Feedback to College/University

An internship is an education that allows student to apply what they have learned to
actual work situation. Internships are highly stressed as an important college
experience. Internship help make us more marketable and give us an advantage in the
job market. They give us a fruitful experience.

This internship report is prepared for the partial fulfillment of BBA-BI under Pokhara
University. the following feedbacks are recommended to College/University:

 University’s curriculum and course should be made in line the practical and
real life settings so that theory learnt in the class will not considerably
demarcate in the course of application in the practical field.
 It difficult to internship in six semester because the time of six semester is
only three months which create pressure to the student. It will be easy for
student do internship in final semester.
 College should invite the organization supervisor to make know how the
objective of internship that should be provided by internee.
 College should collect the internship evaluation sheet by themselves at the
end of internship so that supervisor can get a good review sheet about internee
in respective organization more effective to the telecommunication.
 College make the before internship start provided simulation class, regularly
update, specify the objective of internship was effective in internship.
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CONCLUSION

3.4 Conclusion
In conclusion, it can be said that internship is one of the most important and essential
part of student’s life which should not be missed and misunderstood by anybody. Most
of the students have misconception about internship. They think internship is only about
doing photocopy, making cheque books, doing filing, etc. But they ignore the real
value/worth of doing internship. Internship is a great opportunity given to all but only
few tastes the benefit of it. It is true that, during internship internee has to do photocopy
which seems simple and easy but it contains more value. Without having copy of
citizenship certificate, a bank will have no proof of the customers and hence the account
of the customers at that bank cannot be opened, and during deposit/withdrawal of cash
from the bank, the staffs at counter cannot permit the customers to withdraw or deposit
cash in the absence of citizenship or identity card copy which is only be available by
doing photocopy. Therefore, everything either simple or complex tasks we perform
during our internship period are vital for our career.

Before internship, I had only theoretical knowledge about the banking sector and the
services provided by them. I had to memorize the functions and services provided by
the commercial banks during examination. But after internship, I practically understand
the services and functions of the banks. I don’t need to memorize the points anymore.
After internship, now I know about my worth and weakness and I will study properly
to gain more and more knowledge because knowledge is only thing that leads a person
to success in the real world. Internship also helped me to improve my communication
skills. Maintaining good relationship with the employees and the Manger in the
organization is one of the most important lessons I have learnt during my internship
period. Similarly, at teamwork one should contribute their effort and time to accomplish
the task quickly and properly.

During my internship at Global IME Bank Limited, I learnt more things and gained
information about this bank in detailed way. Global IME Bank Limited is the only bank
who has merged with so many banks and financial institutions having 131 branches all
over the country.
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REFERENCES

Global ime bank Ltd// The Bank for All. (2018). Retrieved July 23,2018, From Globalimebank.com

www.globalimebank.com

www.globalonline.com

www.globalintent.com

https://www.globalimecapital.com/uploads/files/investorrelations/2018-04-09/AGM_Report.pdf
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Appendix
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