THE STORY OF EBL

EASTERN BANK LIMITED: PASSIONATE ABOUT PERFORMANCE

Leveraging on core strengths in IT, corporate governance and service excellence, Eastern Bank
Limited, better known for its acronym EBL, has emerged as one of the most valuable financial
institutions in Bangladesh. The guiding principle of EBL is to meet new challenges of contemporary
market place and at the same time is focused on the power of personal touch and relationship
banking.
With a humble beginning in 1992, EBL moved forward with a small yet confident stride and a pledge
to impacting lives positively. Today EBL stands for service excellence, product innovation and world
class banking experience. The most awarded bank in the country, EBL is also the first bank to be
rated by the world’s top rating agency Moody’s and was awarded Ba3. The rating has been
reaffirmed for the past three consecutive years. EBL’s current rating is B1.
Touching lives and impacting economy is the bracing motto of EBL. In power and energy, EBL
supported projects have the capacity of generating over 2100 MWs of electricity. EBL handles 4.5%
trade volume of Bangladesh worth USD 3.5 billion. In aviation financing EBL is an undisputed leader.
EBL has so far financed USD 192 million in 12 aircraft including the national flag carrier Bangladesh
Biman.
State-of-the-art IT solutions is one of the key sources of strength for the bank. The PCIDSS for card
security certificate has been awarded to EBL first in 2016 and reaffirmed in 2017 and 2018 by
world’s most renowned cyber security leader NCC Group of UK. Network Intelligence Global
Cybersecurity provider awarded EBL the PCIDSS certificate for card security for the year 2019 and
2020.
Effective corporate governance in accordance with high international standards is of paramount
importance to EBL. Our system of corporate governance provides the basis for the responsible
management, transparency of processes and compliance to regulatory bodies with a focus on
sustainable value creation. EBL has got recognition for last five consecutive years at the ICSB
National Award for Corporate Governance Excellence award.
Our relentless effort to upgrade and update on every account of standardization is reflected in our
Operations department’s recent ISO 9001: 2015 certification.
In retail banking EBL is now considered as a leader in the market. The Singapore-based Asian
Banker Awards for Excellence in Retail Banking found our performance as a retail bank at par with
the best in banking industry in the world. We have been awarded with the Best Retail Bank in
Bangladesh accolade for the last six consecutive years.
EBL from 2016 to 2018 for last three consecutive years has won Euromoney Best Bank in
Bangladesh for its professionalism, prudence, and growth. EBL also won the Best Corporate and
Investment Bank accolade from Asiamoney three times and the Best Bank in Bangladesh in 2017
and Best Investment Bank of Bangladesh in 2019 by FinanceAsia. Local credit rating CRISL has
been upgraded from AA to AA+.
In September 2018, EBL has been adjudged as the ‘Superbrand’ of Bangladesh for the year 2018-
2020 by the Superbrands Bangladesh for being one of the most valuable and trusted financial
brands in Bangladesh. This is the second time EBL has won the award.
EBL is passionate about performance and is always hungry to better its ratios consistently and
sustainably.
EBL logo: A Promise of Service Excellence
Introduced in 2003, the tri-colour mnemonic of EBL signifies vibrant colors of the sun, the sky and
the earth. The logo radiates a sense of youthfulness. The concept of putting the vibrant shade of
yellow on extreme right represents the sun as the source of all energy to our life and existence. The
design of the tri-color flow is supported by a well-defined brand personality highlighting unique
characteristics of EBL, its passionate, precise, confident and agile mind. The final element in the
logo design is the brand promise, ‘Simple Math’ which declares the promise of service excellence
and hassle-free world-class banking.
Adapting to Changes
The world of business is changing fast and in fundamental ways. Every day we experience rapidly
evolving customer needs, faster leveling of competitive advantage, greater regulations, and ever-
changing nature of technology and risk.
In this constantly changing business environment, we pursue efficient cost management and
promote consistent productivity gains through seamless coordination between business functions to
deliver sustained growth. As a good corporate citizen we believe that our paramount responsibility to
society and to our stakeholders is to be there in good times and bad times.
For us making changes is a way of life.
With increasingly fierce competition in the market place, attracting, retaining and nurturing the best
talent has never been more important to EBL. In an environment of rapid change, our aim is to be an
attractive employer by boosting the innovative potential of our staff through ‘people engagement’
initiatives.
While we are embedding our values and beliefs in recruiting and onboarding processes as well as in
development activities, we are also focusing on scouting latent talent in our employees through
creative engagement programs.
We have a well-defined Human Resource policy of ‘The right talent at the right place’, which
encompasses cultural transformation, diversity and inclusion to foster leadership and talent
management. Our aim is to recruit and retain the best, highly talented employees to secure our
future and contribute to the human capital development of the banking industry.
For us our employee is the most valuable asset of the company. Employee engagement is, therefore,
at the top of all our agenda. Nurturing future leaders, scouting talents, encouraging creative pursuits
among the employees has made EBL an exciting place to work with zest and passion.
For us making changes is a way of life.
Living the brand: Engagement of People
At EBL, we adhere to open communication policy: we invite, provide and respect challenging views.
In 2015, we gave this culture of open communication policy a formal platform to channel free flow of
new ideas. To involve every one of the organization within the process of innovative thinking, we
established a capacity enhancement center for EBL called Nest. The cozy and unconventional
setting of the center is designed to inspire to think out-of-the-box. Apart from regular brainstorming
meetings, the center hosts lectures by luminaries of the society to talk about management,
leadership, and innovation. Former Governor of central bank of Bangladesh Dr. Atiur Rahman,
current Governor Fazle Kabir, Professor Abdullah Abu Sayeed, Chairman of ACI Limited M Anis Ud
Dowla among others, visited the center in connection with the lecture program and shared with the
senior management of EBL their stories of life how those impacted their lives and shape their
careers.
We firmly believe that every human being is endowed with immense potential and to foster the
potential in our employees we have initiated annual employee photography contest in 2012 and
music talent hunt in 2014. Our annual calendar gets its contents from the best twelve photographs
taken by our colleagues and juried by renowned photographers of the country. Music talent hunt
called ‘Esho Mili Surey Surey’ created great excitements among our employees. A panel of
independent jury picks up the best five singers for the finale through several audition rounds. At EBL,
we are for pursuing lasting performance by developing, nurturing and investing in the best talent,
and encouraging them to express themselves.
Corporate governance deep rooted in our culture
At EBL we give utmost importance to key parameters of corporate governance such as board
system and its independence, function of board sub-committees, fair financial reporting, disclosure
and compliance, and consistency of shareholders value enhancement. All our banking activities
center on these key principles of good governance.
As a strong believer of sustainable growth, principles of good corporate governance are embedded
in the core values of EBL. Winning ICSB National Award for Corporate Governance Excellence for
three years on the trot is recognition of our continuous effort to adopt and adapt to international best
practices in corporate governance. This reflects on our consistency in value creation. An
organization that sticks to high standard of corporate governance is most likely to withstand
calamitous events of the market. We have navigated well through the rough waters of low
investment and slow growth of the past couple of years because of our flexibility to adapt to changes.
We drew our strength from our culture of sound corporate governance.
We create value through product innovation
When it comes to innovating products or offering bespoke services, EBL always has its nose in front.
In a few areas our leadership is undisputed: aviation financing is one such area. With innovative and
tailor-made financial solutions, EBL has curved a niche for itself in banking industry Bangladesh.
Over the past one decade excellent track record, special products, and the ability to innovate and
keep pace with the fast changing world have made EBL the undisputable market leader in aircraft
financing in the country. From financing Boeing purchase for national flag carrier to financing private
sector airlines to helicopter import, EBL has made its mark in almost all areas of aviation industry.
For merchants we have just introduced the most reliable and robust payment gateway of the country
called EBL Skypay. This gateway is being backed by MasterCard Payment Gateway Services
(MPGS) providing multi-channel global payment processing services and advanced fraud prevention
and risk management solutions to merchants and banks. Advanced technology from MPGS enables
customers to accept and process payments in over 177 currencies, from over 45 brands across e-
commerce, m-commerce channels and cardholder present channels – with the security and
confidence of tools tailored to meet exacting and expanding business needs.
We believe that EBL is not just about meeting customers banking needs, it is a way of life. We would
like to impact our customers’ lives by adding zest and spice. The Farzana Shakil Makeover Saloon
at Gulshan North Branch priority center is a testimony how we care about our women customers.
We want them to glam up while we take care of their banking requirements.
A Cut Above the Rest
In corporate banking, EBL is regarded as a leader in Bangladesh. With innovative and customized
solutions and services, our corporate division emerged as a single point solution provider for
customers including project financing, working capital, trade, supply chain, cash management
solutions, payroll, syndication, merger, acquisition, and advisory service.
EBL is a pioneer among the local banks to develop Offshore Banking Unit and product offerings
including Bill Discounting/Financing, bilateral and syndicated term loan, and other products for
export processing zone customers and local manufacturers.
EBL has been closely working with multilaterals such as IFC, DEG, ADB, FMO, Proparco, CDC,
Norfund to develop products and build up the largest OBU Asset book among the local banks.
EBL trade service department and service delivery department are regarded among the best in the
market for our commitment to quality delivery and trade service operation. Our ISO 9001:2008
certifications for trade service and service delivery departments are a testimony to the international
best practices that we follow at EBL.
EBL creates value through innovation. Our innovative solutions for working capital finance to
importers and counter party exporters including offshore bill financing has won us IFC global award
for Best Partner for Working Capital Systemic Solutions.
Vision, Mission and Values
Vision
To become the most valuable brand in the financial services in Bangladesh creating long-lasting
value for our stakeholders and above all for the community we operate in by transforming the way
we do business and by delivering sustainable growth.
Mission
We will deliver service excellence to all our customers, both internal and external.
We will ensure to maximize shareholders’ value.
We will constantly challenge our systems, procedures and training to maintain a cohesive and
professional team in order to achieve service excellence.
We will create an enabling environment and embrace a team based culture where people will excel.
Values
 We passionately drive customer delight.
SERVICE EXCELLENCE We use customer satisfaction to accelerate growth.
We believe in change to bring in timely solution.

We share the business plan.

OPENNESS We encourage two way communications.
We recognize achievements, celebrate results.

We care for each other.

TRUST We share learning/ knowledge.
We empower our people.

We know our roadmap.

COMMITMENT We believe in ‘continuous improvement’.
We do not wait to be told.

We say what we believe in.

INTEGRITY We respect every relationship.
We do not abuse information power.

We are tax-abiding citizen.

RESPONSIBLE CORPORATE We promote protection of the environment for our children.
CITIZEN We conform to all laws, rules, norms, sentiments and values of the
land.

Notice Board
Notice Title Department Posting D

EBL wins JP Morgan Elite Quality Recognition Award Treasury, FIs & Offshore Banking Novembe

EBL Partners with ITFC to support SMEs Corporate Banking February

EBL Partners with OeEB for Impact Financing Corporate Banking February

Streamline and define responsibilities for smooth maintenance and operation of EBL Home
MD & CEO’s Secretariat Decembe
(Intranet)

Office Note on formation of committee for EBL external Website and eblhome MD & CEO’s Secretariat Decembe

EBL partners with DEG-FMO for Impact Financing Corporate Banking July 21, 2

EBL & Tradewind sing Memorandum of Understanding for export factoring solutions Corporate Banking July 12, 2

Office Note on formation of Quick Response Team to address COVID 19 MD & CEO’s Secretariat March 25

Important Notice Administration October 7

News and Events Posting Date

EBL wins Bangladesh FinTech Award December 20, 2021

EBL wins JP Morgan Elite Quality Recognition Award November 11, 2021

EBL Partners with ITFC to support SMEs February 10, 2021

EBL Partners with OeEB for Impact Financing February 10, 2021

EBL partners with DEG-FMO for Impact Financing July 21, 2020

EBL & Tradewind sing Memorandum of Understanding for export factoring solutions July 12, 2020

EBL formed Quick Response Team to address COVID-19 Virus. Please check the NOTICE BOARD at EBL HOME March 25, 2020

This site is best viewed using Internet Explorer 9 & above, updated Firefox, Chrome and Safari. September 6, 2018

EBL signs agreement with Bangladesh Bank under “Investment Promotion and Financing Facility II (IPFF II) Project” September 6, 2018

Bagdoom to Use EBL Payment Gateway September 6, 2018

EBL follows best global practices: CEO September 6, 2018

㾀ˀ˃  㾀 ˃ ΍ Ί ά ΍ ˀ˃ ˃ ˀҝ Κ ά΍ 㾀 ΍ά 㾀 September 6, 2018

EBL wins Euromoney award September 6, 2018

EBL launches “ONE CARD” to support SMEs September 6, 2018

Wear your Favorite Teams Jersey to Work Day September 6, 2018

EBL gets new chairman September 6, 2018

EBL approves 20% cash dividend at their 26th AGM September 6, 2018

EBL wins Asian Banker Transaction Award in two categories September 6, 2018

Chinese investors interested in PPP projects: diplomat September 6, 2018

Eastern Bank donates to Prime Minister’s Relief Fund September 6, 2018

EBL wins Asiamoney Best Corporate award September 6, 2018

EBL SIGNS FOR SUPPLY CHAIN FINANCE PLATFORM September 6, 2018

EBL employee Photo Exhibition September 6, 2018

EBL holds workshop on ECA-covered financing September 6, 2018

News and Events

 Risk Management Division
Risk management division plays an essential part of helping the bank to grow with keeping an eye on
core risk areas and consequences of potential adverse outcomes. RMD’s mandate is to oversee and
report critical risk indicators to Risk Management Committee (RMC) of the Board and administer
Bank’s Risk Management Committee (BRMC).
Form | Template | Sample | Format | Sheet | List | Report

Name Uploaded Date

Organogram Jan 2, 2022

Credit Policy Manual-Jan 2009 Jan 13, 2020

Review of CPM-Jan 2018 (Review Period 01-07-2016 to 31-12-2017) Jan 13, 2020

Review of CPM-Jan 2020 (Review Period 01-01-2019 to 19-12-2019) Jan 16, 2020

Review of CPM-Jun 2011 (Review Period 01-01-2009 to 31-12-2011) Jan 13, 2020

Enterprise Risk Management (ERM) Policy of EBL Oct 6, 2021

Key Risk Indicators (KRI) & Management Action Triggers (MAT) for the year
Dec 24, 2019
2019

Memo on Key Risk Indicators (KRI) & Management Action Triggers (MAT) for
Dec 24, 2019
the year 2019

Treasury Mid Office Operating Guideline (Version - 2) Nov 16, 2021

Value at Risk (VaR) Policy Nov 30, 2020

Memo on questionnaire for Comprehensive Risk Management Report (CRMR) Jan 14, 2019

Questionnaire for Comprehensive Risk Management Report (CRMR) Jan 14, 2019

Risk Appetite Framework Mar 2, 2022

Risk Appetite Statement 2020 Jul 20, 2020

Risk Appetite Statement 2021 Mar 2, 2021

Risk Appetite Statement 2022 Mar 2, 2022

Enlistment of 3rd Party Surveyors for Valuation of Collateral Apr 20, 2022

Term sheet (for corporate banking) Jan 6, 2021

 Retail Asset
Retail Asset is considered as the life blood of Retail banking division. Here the value center is the
product owner, starting from designing a consumer loan product, assessing the market scenario with
the changing customer needs, choosing suitable distribution as well as marketing channels for the
penetration of the loan products and above all maintaining the delicate balance between the Business
and risk constraints of the bank. Retail Asset center stands as a bridge between the front liners and
the Credit Department, Credit Administration & Special Asset Management. The contribution of Retail
Asset business is significant.
Loan Product
EBL Personal Loans
EBL Assure Loan

EBL Assure_Good Health Declaration Form

EBL Jibon Dhara

EBL Women’s Loan

Executive Loan

Fast cash & Fast loan

Amendment to Fast Cash/Fast Loan PPG

EBL Edu Finance Package

EBL Education Finance

EBL Home Loan

 Memo – Home Loan & Home Credit PPG Amendment 2020- Co-applicant & Deviation

Mortgage Loan Payment Protection PPG

Amendment of Home Loan & Home Credit PPG

EBL Home Credit Loan

EBL Home Loan

Format – CIB, Valuation & Vetting Request

Integrated Categorization- Developer Category List For EBL Home Loan

Security Modes_Annexure-B

STD. Takeover Process_ Annexure-A

EBL Auto Loan

EBL Auto Loan

EBL Two wheeler Loan

IGPOA Repossession- For Two Wheeler

Two Wheeler price Quotation format

Loan Snap Shot

Category A & B Companies

Others category companies

Loan Forms
Company Profile for Loans

Personal Strength

Secured loan process flow

Circular | Guideline | Policy | Manual | PPG

Name Uploaded Date

BRPD Circular 14 Dec 07 2010 regarding Interest Calculation Sep 9, 2018
BRPD Circular 20 Dec 2010 Concerning Car Loan Sep 9, 2018
BRPD Circular 29 Dec 2010 Concerning Car Loans Sep 9, 2018
BRPD Circular 01_Prudential Guidelines Regarding General Provision Sep 9, 2018
BRPD Circular 16 Apr 27 2010 on land purchase apr 2010 Sep 9, 2018
BRPD Circular 27 Aug 31 2010- regarding Interest Calculation Sep 9, 2018

Business Asset
We know that Micro, Small and Medium Enterprises (MSME) Business has been playing an important
role in the growth of overall economy by accelerating industrialization, employment creation, income
generation and reducing of poverty by contribution about 25% in our GDP. Under the MSME Sector,
 Small Business is the power engine. Most of the Banks and NBFIs focus on growing and sustaining
MSME especially Small Business by funded and non-funded facilities.
EBL Business Asset gives more priority to access to qualitative finance and for this purpose EBL
believes on need based financing which is helping to the real owner of Small Business to grow their
business.
We are jointly working with IFC, SME Foundation, Bangladesh Bank, different chambers and
regulatory bodies on development of this sector. We have got more than 600 crore refinance facilities
on this Small Business from Bangladesh Bank under different funds like; JICA, ADB, Women
Entrepreneurs Fund, Agro based Industry fund, etc.
We arrange/participate in different program/fair for Small Entrepreneurs. Considering Business loan
as one of the most high yield product of Retail banking we are deliberately focusing to grab good
market share in the coming future.
Form | Template | Sample | Format | Sheet | List | Report

Name Uploaded Date

Agri Loan Policy for the FY 2020-21 Jul 30, 2020

BB Master Circular for SME Financing Oct 28, 2021

BB SME Policy Sep 9, 2018

CGS: BB circulars Oct 28, 2021

FAQ to SE Clients as well as Loan Amount Calculation Sep 9, 2018

List of Required Docs Sep 9, 2018

PPG Jan 30, 2022

Restricted and Discouraging Sector Sep 9, 2018

SME Banking – Schedule of Charges Jan 6, 2022

SME New Definition Oct 3, 2019

SME Stimulus Loans: Master Circular Oct 28, 2021

Supply Chain Financing

Supply Chain Financing is the latest Strategic Business Unit of EBL Retail Banking. EBL Supply Chain
Finance is the most attractive way for companies to better manage the working capital by facilitating
their suppliers and dealers access to advantageous financing facilities. Supply Chain Finance is a
Short Term Working Capital finance with a blend of Demand Loans and Overdraft products to dealers
/ suppliers having business relationships with large corporate. All transactions are linked to a base
document (Invoice) between the anchor and dealers/suppliers which is generated, transmitted and
approved through an end-to-end digital platform (VEEFIN).
 Sales Team Management
Sales Team Management is the coordination of people and resources to effectively produce the
desired goal. These long term goals can be wide ranging, however they are generally associated with
increased sales volume, contribution to profits, and continuous growth. To achieve these objectives,
sales managers have vast responsibilities including, but not limited to demand/sales forecasting,
establishing quotas/objectives, budgeting, organization, recruitment, training, compensation, and sales
performance evaluation. In the end of the day, however, the most important role of sales management
is not to manage sales, but to manage the people who make the sales
There are three units under Sales Team Management, which includes Cards Sales team. This is a
fully centralized sales team and their core selling product is Credit Cards. Branch Sales is another part
of Sales Team Management. All sorts of support including policy, headcount allocation, non-
performers managements, training & developments, recognition, business support etc. are major
responsibilities. Central Processing Unit is also part of Sales Team Managements. The ultimate object
of CPU is to shift bulk Account Opening pressure specially Payroll Account from Branch RM desk to
CPU. Through this channel payroll Customers and Payroll team both gets excellent and flawless
service.

Attrition Management
Attrition Management Unit’s resolution is to understand the reason behind the attrition of Retail
Business. The unit reviews the closed accounts of Retail Banking Asset, Liability and Cards and finds
the reasons behind closing, analyses the attrition trend and sets up action plan to bring back the
customers and retain the existing one.

Business Performance Management

BPM unit prepares Retail Banking’s performance snapshot end of every month in “PERFOMETER.”
The publication reflects on all major parameters of Retail Banking Operations.

Circular | Guideline | Policy | Manual | PPG

Name Updated Time

Daily Report June 29, 2022 4:49 am

Business Objective Review June 29, 2022 4:25 am

Monthly Perfometer June 28, 2022 12:29 pm

RM Performance June 14, 2022 5:57 am

RM Codification June 29, 2022 11:29 am

 Branch Operation & Support
The motto of the Branch Operation & Support Department is to sustain the standards that EBL has set
in banking industry. As a wing of Retail Banking, the department works relentlessly for operational
excellence of the bank. Branch Operation & Support department pays a regular branch and
department visit to maintain the “Satisfactory” rating in the internal audit to uphold the image of
operational excellence. Branch Operation & Support works to disseminate Bangladesh Bank
guidelines and internal circular channel wise.The department conducts training for branch people to
improve their operational excellence, risk mitigating skill, and also prepare guidelines for them.
Circular | Guideline | Policy | Manual | PPG
Subject Date

Compliance culture in EBL 03-Aug-10

Master Circular on Internal Control Compliance 17-Aug-20

Compliance of the provisions of Money Laundering Prevention & Anti-

13-Jan-13
Terrorism Act-2012 (MD Circular)

Green energy- Use of Natural Sunlight (MD Circular) 10-Nov-11

Inappropriate use of Internet Facility 13-Mar-12

Restricted use of employee CASA Account 11-Aug-09

Late in Office Attendance 14-Dec-10

Green Banking vis-s-vis Cost control (MD circular) 30-Dec-10

Addendum in Record Retention & Disposal Policy of EBL__21Oct2012

21-Oct-12
(Memo)

CCTV Policy 07-Jul-08

Use of New Standard Forms and Security Stationery 01-Oct-06

Using the Standard format of Debit/Credit entry voucher 28-Dec-05

New Account Opening Forms 29-Oct-08

Roll-out of fixed deposit advice in lieu of FDR 22-Oct-06

Operational risk mitigation process related to undelivered FD receipt

8-Sep-08
shifting to SD form branch (Office note)

Introduction of Centralized Flexcube Direct Banking (FCDB)_Internet

18-Apr-10
Banking Services (Memo)

Centralization of Cheque book issue Function at SD 10-Jul-06

Destruction of Undelivered Cheque Books 8-Oct-08

Instruction on Precaution measures during Issuance and encashment

19-Apr-07
of Bankers instrument

Delivery Standard to be maintained to Control operationalrisk_April 11

11-Apr-11
(IC-02/04/2011)
Subject Date

Delivery Standard to be maintained to Control operational risk (IC-

11-Oct-12
01/10/2012)

Control standard_PO Issuance at branches (Circular) 14-Jun-11

Amendment of control standard_PO Issuance at branches 22-Jun-11

PO Issuance for Employee (Amendment of control standard) 21-Aug-11

Complaint Register_ Handling of customer complaints and their review 08-Nov-04

Minimum standard to be maintained to control Operational risk (IC- on

02-Dec-12
Call back procedure)

Commencement of CPV_Process centralization_26.07.06 26-Jul-06

Amendment on existing CPV process & Account introduction process

15-Jan-09
(Office Note)

Discontinuing of CPV agent for liability products_17Sep12 (Memo) 17-Sep-12

CPV Discontinuation memo through external agent_liability account _27

27-Sep-12
Sep 2012

Reporting of CTR to BB_Office note 18-Mar-13

Cash withdrawal slip at branch (Office note) 13-Dec-12

Initial minimum deposit in liability account 20-Mar-11

Creation New Customer Relationship – Minor_10 May2011 (Memo) 10-May-11

Memo for revamping Payroll Proposition 01-Jul-13

Customer ID, profile check during opening of new ID, account to avoid
27-May-13
multiple customer ID creation in UBS(Memo)

Reduction of Locker fee_Outstation branches 29-Jul-13

Collection of Tax at source under ITO 1984 as per Finance Act

08-Aug-12
2012_8Aug12 (Memo)

Operational risk mitigation related to_Migration of lien FD at CFC& CAD

31-Aug-08
(Office Note)

Withdrawal of premature encashment fee or similar fee from EBL MDS

13-Jan-09
(Memo)

Commencement of (Extended Operations Hub)EOH at Gulshan, Uttara

16-Oct-11
and Shyamoli

Customer level data maintenance for EBL Priority Customers 30-Jul-13

Shifting of Statement delivery from Admin to SD 30-Sep-09

Shifting of HOLD Mail service supervision from Admin to SD (Office 28-Jun-09

Subject Date

note)

Centralization of back office processing functions at SD 02-Mar-06

Centralization of back office processing functions at SD Sylhet unit 11-Aug-09

Shifting of AOF & process centralization (17 Br.) at CNB Ops (Office
16-Apr-13
Note)

Centralization of customer account documents of existing 17 non-

23-Jun-13
centralized branches (Memo)

CPV & collection of documents process for EBL Agri Saver account
21-May-13
holder

Incorporating Revised SBS code in the system (Memo) 24-Sep-13

Amendment of Control Standard_PO issuance at branch 27-Mar-14

Awareness on Security features at Payorder, Customer Cheque 18-Feb-14

Process guidelines for Internet Banking & SMS banking Channels &
22-Jan-12
SMS Alert

Cost control through effective vault management 21-Nov-12

Addendum of the existing EBL SHONCHOY PPG 13-Sep-12

Addendum of the existing EBL GLOBAL PPG 13-Sep-12

Addendum of the existing EBL RFCD PPG 13-Sep-12

Discontinuation of “EBL Secure DPS” 18-Feb-14

Departmental Control Functional Check List Guideline (DCFCL)

18-Aug-08
Guideline

Revised DCFCL for the branches (Office Memo) 18-Aug-08

Personal borrowing (MD Circular)

Reversal of stop payment charges realized multiply by the system

05-Dec-12
(Office note)

New Locker Application and Nominee Forms 10-Nov-12

Cost Rationalization (MD Circular) 10-Jan-13

Standardization of Balance Confirmation certificate (Office Note) 10-Dec-13

Financial transaction limits for Cash Teller (Memo) 18-Dec-05

Deliverables (File Note) 15-Jul-08

Introducing new Locker Application Form (Office Memo) 15-Sep-08

Subject Date

Compliance of the provisions of Money Laundering Prevention

19-Jan-09
Ordinance 2008 (MD Circular)

Compliance of the provisions of Money Laundering Prevention & Anti-

12-Jan-14
Terrorism Act-2012 (MD Circular)

Old Signature Card 11-Sep-08

Guidelines for Prime Risk Indicators (PRI) 28-Aug-08

Prime Risk Indicator (PRI) for consumer banking 28-Aug-08

Daily Security items check list for the branch (File note) 15-Jul-08

People management & performance management (MD instruction) 12-Dec-12

Instruction Circular on A/C documents deferral policy and Risk

11-Apr-07
mitigation process for consumer and SME customer

Customer account documents and other KYC information update 06-Jan-14

System input of cheque series in UBS/ Stop Payment Request through

06-Mar-12
Phone Banking (Contact Center) –Memo

Bills Pay Request through Phone Banking (Contact Center)–Memo 06-Mar-12

Cash Transaction Report (CTR) analysis by BAMELCO 22-Jul-13

Delivery Standard to be maintained to Control operational risk 11-Oct-12

Compliance of Anti Money Laundering activities (Office Memo) 01-Apr-13

Deferral for renewal of Trade License up to August 31, 2012 28-Jun-12

Revised Delegation of Authority 10-Apr-11

Amendment of the existing Delegation of Authority (DOA) of branches 30-Nov-11

Amendment of Deliverable Items Destruction Instruction 03-sep-14

Compliance of the KYC of all complex business association 19-Nov-14

Commitment to combat Money Laundering & Terrorist Financing 01-Jan-15

Special Instructions on combating Terrorist Financing and Money

11-Feb-14
Laundering

Newspapers, Magazines, Books & Periodicals policy 2008

Overtime Payment to Support Staff 29-Mar-11

Approval for new ATM Replenishment and overall management

05-Jul-15
Process for Banch ATM

Considering City surrounding branches as City Area Branch regarding

04-Oct-15
Inter City charges
Subject Date

Commitment_CEO_Combat_AML_TF 04-Aug-16

Dos and Don’ts of Communication Etiquette 15-Dec-16

Commitment to Combat Money Laundering and Terrorist Financing 01-Jan-17

Instruction memo for the AD Branches on Foreign Exchange

28-Jul-21
Transaction & Reporting_ June14, 2021

Exception of Physical Presence 31-Aug-21

Sub Branch Operational Guideline 13-Oct-21

Guidelines on Due Diligence during Establishment of Customer

06-Oct-21
Relationship

Cards & Digital Banking

EBL Cards is one of the core business units under Retail Banking Division. Cards as a value center
contribute substantial revenue to the bank through managing a strong cards issuing and acquiring
business.
 Cards
 Digital Channels
 M-Commerce
 E-Commerce

Cards
EBL Cards is one of the core business units under Retail Banking Division. Cards as a value center
contributes substantial revenue for Retail Banking Division through managing a strong Cards issuing
and acquiring business.
To ensure Cards portfolio growth, we closely monitor Cards Sales performance and subsequently
maximize cards issuance for the bank. In addition, we perform in-depth industry and customer
analysis to introduce innovative cards products and services for consumer, corporate and payroll
segments and ensures revenue for the Retail Banking division. We have also tied up with major
merchants from all around the country to have a significant foothold in acquiring business.
Apart from the above-mentioned activities, we make sure maximum brand visibility of EBL Cards in
the market through designing & executing strategic cards campaigns for our valued cardholders. EBL
Cards also maintains critical relationships with global payment networks (e.g. Visa, Mastercard, Diners
Club International), regulatory authorities and merchants for ensuring seamless business performance.
 Liability & Wealth Management
The unit works relentlessly to secure new deposits, manage deposit attrition, administer liability
management, manage high value customer relationship, women banking and provide support to
different channels.
 Liability Business
 Priority Banking
 Women Banking

Liability Business
Liability Business is dedicated to ensuring customized product basket for Individual & Non-individual
customers and driving the deposit drive.

Priority Banking
EBL Priority Banking is an exclusive banking propositions for the premium customer segment of EBL.
Customer has to maintain a threshold amount with EBL (currently 75 lac), to be entitled for
personalized customer service with exclusive banking privileges and dedicated priority relationship
manager. Customers get a whole host of value propositions, such as EBL Visa Signature Debit Card,
Accidental Life Insurance of BDT 1 Crore and special perks like VIP guest status and guaranteed best
available rate at over 800 hotels worldwide.

Women Banking
Women banking is a dedicated wing for providing personal banking and business banking solution to
women customers. The unit aims to develop and grow a base of women customers with special focus
towards women’s wealth development, investment, lifestyle and propositions.

Payroll Banking
The payroll banking department has been one of the fastest growing retail banking units with over
70,000 salary accounts and handles more than 2100 companies. The department has a dedicated
team to facilitate customized banking solutions for the employees of the corporate houses. Payroll
Banking is contributing in cross selling (asset, liability, cards, SME, corporate) among all the payroll
customers to earn revenue for the Bank. Business development managers are continuously working
to update customers about EBL products through road shows. The team is always ready to cater to
customer queries effectively and efficiently.

Retail Propositions
Retail proposition is committed to make brand EBL more visible, rewarding and trustworthy among the
customer base. The unit packing the EBL financial products primarily EBL cards with the lucrative
value added services for the renowned vendors. Skylounge, unique aspiration by retail proposition at
Hazrat Shahjalal International Airport and Hazrat Shah Amanat International Airport, is the most
premium lounge in Bangladesh.

Service and Business Quality

Service and Business Quality (SBQ) meets the bank’s commitment to ensure best in class services to
its valued customers. At EBL, we thrive for delightful customer service experience which ultimately
differentiate us from others. We adopted a four way principles which enables the bank to deliver the
world class service experience to its valued customers. We thrive to ensure pleasant environment,
customer convenience & prompt customer service, and to establish emotional attachment in order to
create customer delight.To this end, SBQ carries out customer satisfaction study, and real time
customer feedback survey. It has a dedicated consumer protection team to deal with customer
dissatisfaction. SBQ also administers different service monitoring tools such as Mystery Shopping
Survey, Telephone Etiquette Survey, Service Convenience & Timing Analysis etc.

Contact Center
EBL has commercially launched its Contact Center operation on December 15, 2011. Along with the
traditional inbound and outbound phone calls, new channels like email, service execution and
multimedia are introduced. EBL Contact Center is equipped with state of the art voice logger and
screen capture facilities to provide secured services related to Accounts, Cards and Loan. Our 24/7
Contact Center is designed to provide best solutions for all of our client’s banking needs, any day, any
time.