An Overview of The City bank

THE CITY BANK is one of the oldest private commercial banks operating in Bangladesh.
The Bank has been operating since 1983 with an authorized capital of Tk. 1.75 Billion under
the entrepreneurship of twelve prominent & leading businessman of the country. The noble
intention behind starting this Bank was to bring about qualitative changes in the sphere of
Banking and Financial management. Today The City Bank serves its customers 89 branches
spread over the country & about three hundred oversea correspondences covering all the
major cities and business center of the world. The services include wide diversified areas of
trade, commerce & industry which customized to the specific needs of the customers and are
famous by an exceptional level of prompt and personal attention. Over the years the Bank has
expanded of Its Services. The extensive and ever growing domestic network provides and
carries various products and services. THE CITY BANK has already introduced some new
Banking products like dual currency Credit Cards, ATM and Online services which has
created attraction among the clients. The Bank is going to introduce real time Internet, SMS
and Phone Banking systems with all modern delivery channels at an early date. For
significant performance, The Bank has earned national & international recognition. THE
CITY BANK was one of the 12 Banks of Bangladesh among the 500 Banks in Asia for its
asset, deposit & profit as evaluated by "ASIA WEEK" in The Year 2000. Other than that,
THE CITY BANK LIMITED received the "Top Ten Company" award from the Prime
Minister of the People's Republic Of Bangladesh. We have a distinguished Board of
Directors which consists of thirteen successful and reputed businessmen. Mr. Aziz Al-Kaiser,
a top leading businessman, industrialist, pioneer personality & entrepreneur of private sector's
Bank in Bangladesh, is the Chairman of the Bank. Mr. Kazi Mahmood Sattar a dynamic,
nationally & internationally reputed Banker is the Managing Director of the Bank. The bank
currently has 89 online branches spread across the country that include a fully fledged Islamic
Banking branch. Besides these traditional delivery points, the bank is also very active in the
alternative delivery area. It currently has 100 ATMs of its own; and ATM sharing
arrangement with a partner bank that has 225 ATMs in place; SMS Banking; Interest
Banking and so on. Soon its Customer Call Center is going to start operation. THE CITY
BANK is the first bank in Bangladesh to have issued Dual Currency Credit Card. The bank is
a principal member of VISA international and it issues both Local Currency (Taka) &
Foreign Currency (US Dollar) card limits in a single plastic. City Bank prides itself in
offering a very personalized and friendly customer service. It has in place a customized
service excellence model called GAP (Graceful-Appropriate-Pleasing) that focuses on
ensuring happy customers through setting benchmarks for the bank's employees' attitude,
behavior, readiness level, accuracy and timelines of service quality. CITY BANK is one of
the largest corporate banks in the country with a current business model that heavily
encourages and supports the growth of the bank in Retail and SME Banking. The bank is
very much on its way to opening many independent SME centers across the country within a
short time. The bank is also very active in the workers' foreign remittance business. It has
strong tie-ups with major exchange companies in the Middle East, Europe, Far East & USA,
from where thousands of individual remittances come to the country every month for
disbursements through the bank's large network of 89 online branches. The current senior
management leaders of the bank consist of people from the multinational banks with superior

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management skills and knowledge in their respective "specialized" areas. The bank this year,
is celebrating its 39th year of journey with the clear ambition of becoming no.1 private
commercial bank in the country in 3 years time. The newly launched logo and the pay-off
line of the bank are just one initial step towards reaching that point.

Vision, Mission, Values and Objectives of The City Bank

Vision
The Financial Supermarket with a Winning Culture Offering Enjoyable Experiences.

Mission
• Offer wide array of products and services that differentiate and excite all customer
segments.
• Be the „Employer of choice‟ by offering an environment where people excel and
leaders are created.
• Continuously challenge processes and platforms to enhance effectiveness and
efficiency.
• Promote innovation and automation with a view to guaranteeing and enhancing
excellence in service.
• Ensure respect for community, good governance and compliance in everything we do.

Values
• Result Driven
• Engaged & Inspired • Accountable & Transparent
• Focused on Customer Delight
• Courageous & Respectful

Objectives
• Be one of the best banks of Bangladesh.
• Achieve excellence in customer service next to none and superior to all competitors.
• Cater to all differentiated segments of Retail and Wholesale Customers.
• Be a high quality distributor of product and services.
• Use state-of the art technology in all spheres of banking.

Strategies Objectives of CBL

Their objectives are to conduct transparent and high quality business operation based on
market mechanism within the legal and social framework.
• Their greatest concerns are to provide their customers continually efficient, innovative
and high quality products with excellent delivery.
• Their motto is to generate profit with qualitative business as a sustainable ever-
growing organization and enhance fair returns to the shareholders.
• Be committed to the community as a corporate citizen and contribute towards the
progress of the nation.
• Build a strong deposit base.

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• Introduce new products & services and upgrade existing products & services at
comparatively low cost in order to assure quick respond to the changing demands in
the market.
• Promote the well being of the employees and raise their morale.
• Strengthen corporate identity and values.
• Fulfillment of their responsibility to the government by paying taxes and Abiding by
other rules.
• Bring the entire system under a very advanced IT platform.
• Socialize and present the bank to the community as a corporate partner.
• Encouraging and motivating the new entrepreneurs to establish industries and
business in line with development of national economy.
• Enhancing savings tendency of the people by offering attractive and lucrative new
savings scheme.
• Financing the foreign trade of the country both Export and Import.
• Enhancing the mobilization of savings both from urban and rural area.

City Bank Management Overview

Departments of CBL
City Bank maintains the jobs in a proper and organized considering their interrelationship
that are allocated in a particular department to control the system effectively. Different
departments of CBL are as follows:

Human Resources Division

City Bank Limited recognizes that a productive and motivated work force is a
prerequisite to leadership with its customers, its shareholders and in the market it serves.
City bank treats every employee with dignity and respect in a supportive environment of
trust and openness where people of different backgrounds can reach their full potential.
The bank’s human resources policy emphasize on providing job satisfaction, growth
opportunities, and due recognition of superior performance. A good working environment
reflects and promotes a high level of loyalty and commitment from the employees.
Realizing this City Bank limited has placed the utmost importance on continuous
development of its human resources, identify the strength and weakness of the employee
to assess the individual training needs, they are sent for training for self-development. To
orient, enhance the banking knowledge of the employees City Bank Training Institute
(CBTI) organizes both in-house and external training. The major responsibilities of HR
are as follows:
The major responsibilities of HR are as follows:
• Employee recruitment
• Posting
• Transfer
• Increment
• Established yearly performance bonus
• Provident fund
• Confirmation

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• Training

Small & Medium Enterprise (SME)

Banking Considering the growths potentially and demand situation the bank extended
credit facilities to small and medium enterprises through SME banking in larger volume
in the year 2005 in collaboration with South Asia enterprise development facility (SEDF)
and partner banks, the bank took active participation in three daylong road show on SME
banking in the city. A separate division was established in the head office to process and
handle loans under SME for attaining a respectable market share and successful operation
of the scheme. The bank organized several training programs for development of
adequate human resources.

Social Commitments
The city bank Ltd. had demonstrated its social responsibility by taking part in various
activities. Significant among them is donation to :
• Daridra Durikoron Sangshtha,
• Financial assistance to center for rehabilitation of Paralyzed(CRP)
• One time financial assistance to Dhaka University Alumni Association.
• Continuous financial assistance to special education for intellectually disabled Trust
(SEID) etc.
• For the environmental and ecological sustainability, the bank implemented
beautification project at different places in Dhaka City during 2005.
• For the developments of sports ad games, the bank has been supporting a various
tournaments with financial assistance. During the year under review the bank
patronizes the one-day international (ODI) and test matches between Bangladesh and
other test playing countries.

Online
In order to increase faster services in all 77 branches of the bank computerization was
completed in 2007. Side by side online facility is gradually being available across the
branch of Dhaka, Chittagong, Sylhet, Bogra and Khulna. During the year 2009, eight new
branches have been brought under “Finacle” Software to facilitate online banking service.
This process will continue and ‘Any Branch Banking’ through ‘Online’ will be
introduced within very short time. The number of branch under online banking increased
to 17 by the year 2010.The bank had implemented new ABABIL software in its Islamic
Banking branch. These developments will certainly increase the standard of customer
services within the bank.
As a service center, bank is always under demand from its customer for better service
atmosphere at the branch level. Keeping in view the requirement of customer, bank has
renovated seven branches including relocation of two branches in 2009.

Online Bill Collection

Online bill collection service with Grameen Phone.

Financing Services Provided in Different Business Sectors

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• Hospital project at Kustia.
• Pharmaceutical project.
• Re-rolling mill.
• Garment industry.
• Poultry project.
• Hotel project at Bogra.
Modern Technology for Services
Demand for modern services in the banking sector is growing faster. The services are
now technology based and this bank is not for from competition. The City Bank already
implemented world class financial banking software as one of the major technological
initiatives in the IT infrastructure development. Ups to now 77 branches are under this
software. Another factor needs to be under consideration that City Bank is the first among
domestic banks to introduce Dual Currency City Card.

Good Corporate Governance

In the absence of any code of conduct and business principles, it is difficult to have a
Selfassessment of the status of the governance. Bank has developed and adopted various
operating instruction and manuals for best practices. Key Performance Indicator (KPI)
has been adopted to assess the employee performance. Bank gas adopted a unique code of
conduct and ethical guidelines for the employees. Bank has given stress to the compliance
of the rules, regulations and guidelines of Securities and Exchange Commission and
Bangladesh Bank. The external auditors were given absolute freedom in the process of
audit and to verify the compliance, risk management and preparation of accounts as per
IAS and BAS norms. Credit rating agency was engaged for rating the bank every year in
order to give a fair view of the investors.

Challenges and Prospects

City Bank is a string and effective player in the financial system. Banks exposure in core
business of corporate and retail sectors with wide range of products is expanding. Its
strategy will remain to grow in areas of core competence and expand activities in SME
and Micro Finance to the development of national economy. Further to enhance foreign
exchange reserve Bank will continue their efforts in mobilization of wage earners
remittances with a meaningful presence in the overseas. Side by side, the Bank remains
focused on quality business and exercise best practices to achieve satisfactory growth on
the upcoming years.

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Corporate Social Responsibility
As one of the leading bank, the City Bank plays its responsibility towards the society and
contributed donation to various educational instates Trustee organizations. The “City
Bank Foundation” has been established for same intention. The foundations aim at
gearing up its on ongoing and new initiatives the cause of humanity through viable social
welfare.

CSR activities of City Bank

FIGHTING AGAINST TERRORISM

Dhaka Metropolitan Police (DMP) safeguards the people and properties of Dhaka city. Their
success in controlling crime and ensuring safe environment is widely appreciated. The newly
formed Counter Terrorism and Transactional Crime Unit of DMP requires state-of-the-art
facilities with high tech surveillance equipment. DMP has already started building a multistoried
building for this purpose and our Bank has supported the project by providing a fund of BDT 50
Lacs.

STANDING BY THE NATION

Every year, banks stand beside the nation to fight against natural calamities and extended their
support to the government. During 2016, in response to Bangladesh Association of Banks' (BAB)
instigation, City Bank donated BDT 1.50 Crore to Honorable Prime Minister's Relief Fund.

SUPPORTING DISASTER MANAGEMENT

In 2016, with Bangladesh Association of Banks' (BAB) initiation, City Bank donated BDT 75 Lacs
for the flood victims across the nation and 25,000 pieces of blankets to the Honorable Prime
Minister's Relief Fund.