Professional Documents
Culture Documents
NMB Bank
NMB Bank
NMB Bank
Of
NMB BANK LIMITED
AN INTERNSHIP REPORT
Submitted By:
Abhishek Mishra
Everest College
Exam Roll No: 6677
T.U. Registration Number: 7-2-446-98-2008
Submitted To:
Office of the Dean
Faculty of Management
Tribhuvan University
Kathmandu
August, 2013
DECLARATION
I hereby declare that the internship report entitled “An Internship Report on Customer
Service Department and Clearing Department of NMB Bank”, submitted to Office of
the Dean, Faculty of Management, Tribhuvan University, is my original work done in the
form of partial fulfillment of Bachelor’s of Business Administration (BBA) under the
supervision of Anup Basnet (Business Development Manager) and Anup Tamarakar
(Operational Incharge) at Kantipath branch.
____________________
Abhishek Mishra
ACKNOWLEDGEMENT
As a requirement of the B.B.A. program and which will lead to the culmination of the
course, I have chosen banking as my area of interest in which to undertake my internship. I
have chosen customer service department and clearing department of NMB Bank Limited
as a focus of my study.
Customer Service Department is the “face” of an org anization and customers are the kings
to the organization. Customers form an image or an impression of the bank through their
interactions with the personnel working in this department. Hence, customer service
department is an integral and critical part of a bank which helps to build a cordial
relationship with the customers.
During the period of internship, I got an opportunity to meet many respectable persons and
through them I gained lots of knowledge. I would like to express my sincere gratitude to
Mr. Upendra Poudyal, Mr. Anup Basnet, Mrs. Pranisha Shrestha, Mr. Shanju
Shrestha, and entire staff of NMB Bank Limited for their kind support and cooperation.
Finally, very special thanks go to my Advisor Mr. Anup Tamarakar who despite of his
busy schedule has provided me a lot of valuable suggestions and encouragement for the
preparation of this report. I would like to express my gratitude to my friends and sister for
their constant support and love.
Thank you.
____________________
Abhishek Mishra
Everest College
CHAPTER ONE
INTRODUCTION
1
1.2 Objectives
The main objective of this study is to study about the activities performed in
Customer Service Department.
1.3 Methodology
All the information has been gathered through a systematic procedure for the
preparation of report. Most of the information has been collected through the
brochures, websites of the bank, document and articles published in the newspaper
and through the interviews as well. The relevant data of the bank have been
obtained through the official site and credible source so the deviation might not
occur. However, the major portion of facts included in the report has been obtained
through the personal experience of intern throughout the internship.
1.3.2 Placement
For conducting the internship the internee was placed in Kantipath Branch. The
intern was first familiar with the bank and banking environment. During the two
months of internship periods, internee was placed in two different departments.
They are as follows:
Customer Service Department
Clearing Department
2
1.3.3 Duration of Internship
In order to attain the objectives of the BBA program, the university has placed it in
the final semester i.e. the 8th semester. At this point of time the students of BBA
program are completely ready for converting their theoretical knowledge with
some practical implications. As per the requirement by the Management Dean’s
Office, the internship program has a mandatory duration of 8 weeks. With its
duration and the needed exposure, the program has been designed to attain 6 credit
hours.
Accordingly, this internship program was successfully accomplished from
rd rd
23 May 2013 to 23 July 2013 in the Kantipath Branch of NMB Bank Ltd. There
were different activities performed by the intern during this two months’ time
which will be dealt in detail in Chapter 4. There was no time limit working in any
department. From very beginning since he was introduced to the bank (Kantipath
Branch), she worked continuously in both the departments.
3
CHAPTER TWO
INTRODUCTION OF THE INDUSTRY
According to NRB Act 2002, “Banking means accepting for the purpose of lending
or investment of deposits of money from the public, repayable on demand or
otherwise and withdraw by cheque draft order or otherwise”
According to World Bank, “Banks are financial institutions that accept fun d in the
form of deposits repayable on demand or in short notice.”
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doing other commercial transactions except some specific function done by other
specified banks such as co-operative agricultural bank and industrial bank.”
Commercial banks are the integral part of the national financial system that
functions on continuous basis on society. The basic objective of commercial bank
is to collect idlemoney, mobilize them into productive sector and causing overall
economic development so that the national economy can grow and increase the
standard of living.
In Global Context:
Banking has come to the present advance form through the various stages.
Traditional forms of banking were traced during the civilization of Greek, Rome
and Mesopotamia. “Bank of Venice” was set up in 115 7AD in Venice. Originally,
it was not a bank in real sense being simply an office for the transfer of the public
debt and storing precious metals and coins. Subsequently, “Bank of Barcelona”
(1401) and “Bank of Geneva” (1407) were established . “Bank of England” (1694)
was incorporated as a joint stock bank and later on, it became the first Central Bank
of the world (1844). Then, people migrated to England and the other parts of
Europe from Italy for the development and expansion of the modern banking.
Commercial banking in India began in 1770AD with the establishment of the joint
stock bank, named the “Bank of Hindustan” bay an En glish Agency in Calcutta.
5
In Nepal:
At the early stage, zamindars were known as banks. The focus was more on lending
money against securities like land and ornaments, which could be redeemed if the
loan wad defaulted. The establishment of ‘Kausi Tosha Khana’ during the regime
of Great Prithivi Narayan Shah and ‘Tejarath Adda’, during the Prime Ministership
of Ranoddip Singh around 1820-1876AD, were taken as the initial step for the
development of institutional banking system.
The history of modern banking industry dates back to1937AD in which Nepal
Bank Limited was incorporated, the government owned 51 percent of the shares in
the bank and controlled its operation to a large extent. It is headquartered in
Kathmandu and had branches in other parts of the country as well. In order to
regulate the economy and the unregulated use of money Nepal Rastra Bank was
created in 1956 as the central bank. Its function was to supervise commercial banks
and to guide the basic monetary policy of the nation. Its major aims were to
regulate the issue of paper money, secure countrywide circulation of Nepalese
currency and achieve stability in its exchange rates; mobilize capital for economic
development and for trade and industry growth; develop the banking system in the
country; thereby ensuring the existence of banking facilities; and maintain the
economic interests of the general public. Nepal Rastra Bank also was to oversee
foreign exchange rates and foreign exchange reserves.
After almost 30 years another state owned commercial bank Rastriya Banijya Bank
was established in 1966. The Land Reform Savings Corporation was also
established in the same year to deal with finance related to land reforms. During
19867 AD the Agricultural Development Bank was also established. Almost 75
percent of the bank was state-owned; 21 percent was owned by the Nepal Rastra
Bank and 5 percent by cooperatives and private individuals. Hence it is clear that
since the 1960s, both commercial and specialized banks have expanded. More
6
businesses and households had better access to the credit market although the credit
market had not expanded.
However, the decade of 1980s can be considered as the landmark in the modern
banking history of the Nepal. It was only in this decade government allowed the
excess to foreign joint venture banks to be the part of the Nepalese banking
business. During this period, three foreign commercial banks opened branches in
Nepal. The first was Nepal Arab Bank established in 19884 AD. It was co-owned
by the Emirates Bank International Limited (Dubai), the Nepalese government and
Nepalese public. After that in 1984 came Nepal Indosuez Bank (currently Nepal
Investment Bank Limited) which was jointly owned by the Credit Agricole
Indosuez, Rastriya Banijya Bank, Rastriya Beema Sansthan ( National Insurance
corporation), and the Nepalese public. Then Nepal Grindlays Bank was the third
foreign joint venture to be established in Nepal which was co-owned by a British
firm called Grindlays Bank, local financial interests and the Nepalese public.
Although government had started the liberalization of financial sector during the
decade of 80’s but this process speeded up only in early 1990’s. In fact private
sector rushed into the banking and financial industry after the restoration of
democracy in 1990. Nepalese financial market scenario at present is shown in the
chart below:
7
Table 2.1: List of financial institutions
1 Central bank 1
2 Commercial banks 32
3 Finance companies 77
4 Development banks 89
5 Co-operatives 16
Source: www.nrb.org.np
8
adopting various technologies like automated teller machine (ATM), Internet
banking, telephone banking (tele-banking), point of sales (POS), mobile banking,
etc.
9
all the actions it deems appropriate within the framework of the normal asset
management activities of a bank. Clients expect their assets to be managed
professionally and it their best interests.
5. Foreign exchange trading
Foreign exchange is the system or process of converting one national currency into
another and of transferring the ownership of money from one country to another
country. Due to the massive amounts traded in the foreign exchange markets,
various foreign exchange trading is flourishing within banks with the aim to exploit
even the slightest differences between exchange rates (arbitrage).
6. Safeguarding of valuables
Banks also take care of valuables of the customers. It also apprises and certifies the
true market value of their valuables.
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CHAPTER THREE
INTRODUCTION TO THE NMB BANK LIMITED
3.1 Introduction
NMB bank Ltd , the first commercial bank of Nepal that has been able to upgrade
from a finance company to full-fledge commercial bank,was financially
institutionalized in the year 1996 A.D. in Durbarmarg, Kathmandu. Nepal
Merchant Banking and Finance Ltd, the erstwhile name of the institution was
among the leading financial institutions in its category until May 2008 when the
transformation process for the upgradation was complete and changed its name to
NMB Bank Limited.
NMB is the brain child of leading Nepali Entrepreneurs with the dream of framing
the ultimate in merchant Banking and Financial services. Harnessing from its
strength on Merchant Banking the Bank has decided to broaden its scope of
services by building synergies to its current operation. This unprecedented event
has been possible by the way of strong commitment and confidence of all the
stakeholders’ viz. customers, promoters, stockholders, regulators, and employees.
11
Since NMB is managed by the experienced bankers and professionals, it is
considered as the leading bank in Nepal that is committed to the society. The
commitment has always been to behave ethically and to contribute towards the
improvement of quality of life of the people, the community, and the greater
society. The bank has done well in its core area. Today, the bank provides full
range of services to corporate and retail customer and is expanding its scale of
operations. The bank believes in building strong relationships with all the
stakeholders, particularly the customers, is crucial for the growth and prosperity.
The strategy is to create strong customer base with the diversified client supported
by an extensive branch network. They accord the highest priority to a quality
service experience and are always looking for ways to improve their service
standard.
There has been a continuous surge in the number of the financial institutions in the
country. This has heightened competition among these institutions which is not
good for the economy as a whole. Instead of quantity, NMB focuses on enhancing
the quality and strength of the existing institutions. This has significance in the
context of WTO agreement also, as per which Nepal has opened up its banking
industry for foreign players in 2010.
Currently it is promoted by members of leading business conglomerates in
association with young Lian Reality, Malaysia and Employee Provident Fund of
Nepal. It is one of the leading Merchant (investment) Bankers at present in Nepal.
It also enjoys number one status among the existing finance companies in terms of
profitability, market capitalization, deposits, risk Assets and Net Worth.
NMB is a public limited company with NPR 2 billion in paid up capital. It has
altogether 26 branches (Annex -2)
3.1.1 Vision
“ To establish ourselves as a leader in banking by providing a range of financial
services suitable to the needs of the market with high priority on customer care
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while simultaneously embracing the interests of all stakeholders and value of a
good corporate citizen.”
3.1.2 Mission
To gain supremacy in growth, profit, customer care and social response in
banking by way of:
Reaching out and serving wide range of customers within and outside the
country
Leveraging and integrating the existing strengths of the institution
Developing a culture of “ Giving Extra Care to the Customers”
Being innovative in designing and delivering services
Adopting prudent investment practices for building up a sound assets base.
Developing internal and external efficiencies by prudent use of technology
Building operational efficiency through smarter processes and controls
Providing exciting and challenging career prospects for the employees
Placing high priority on stakeholders’ interest and statutory compliance
Acting responsibly for making contributions to the society at larg
3.1.3 Objectives
The objectives of NMB are as follows:
To develop a customer oriented service culture with special emphasis on
customer care and service.
To increase the market share by following disciplined growth strategy.
To leverage the technology platform and open scalable systems to achieve
cost effective operations, efficient MIS, improved delivery capability and
high service standards.
To develop innovative products and services that attracts targeted
customers and market segments.
To continue to develop products and services that reduces the cost of funds.
13
To maintain a high quality asset portfolio to achieve strong and sustainable
returns and to continuously build shareholders’ value.
To explore new avenues for growth and profitability.
3.1.4 Capital Structure
Shareholders and Promoters
NMB is a public limited company with NPR 2 billion, in paid up capital including
25 percent of the shares held by the public. It has wide and diversified ownership
leading Nepalese economist, business persons, industrialist and entrepreneurs
along with major financial institution. Malaysia as a foreign joint venture partner,
has promoted the company.
Table 3.1: Shareholders and promoters of NMB Bank
1. Individual/Institutional Promoters 50.28%
Source: www.NMBBank.com
individual/
institutional
employee provident
fund
foreign investor
public shareholders
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Current Board of Directors of NMB
The Board of Directors consists of seven members that manage NMB. The details
of the present board of directors and management teams are given below:
The management team of NMB consists of all the managers and the department
heads. They are the one who supervise their subordinates and guide them to
accomplish their work efficiently. Management of the organization plays a major
role in achieving organization goal. As the board of directors formulates the
vision, mission, and objectives for the organization, where as managers formulate
action plan to achieve those objectives. The members of management team are
shown below:-
15
Puspa Aryal Head- Trade Finance
Alok Shrestha Manager- Operations and Branch
Coordination
Pramod Dahal Head-Compliance & Operational Risks
Govind Ghimire Head-Business Banking
Suresh Dhakal Head-Credit Administration
Madhav Pradhan Company Secretary
Neeraj Man Sainju Head- Treasury
Dinesh Chand Head- Transaction Banking
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3.1.6 Technology
“ Customercare our Religion” has always been the motto including in case of
technological enhancement at NMB bank limited. The IT initiatives have played a
major role in transforming the bank into a highly responsive organization to meet
challenges of a globalised economy. The bank is pursuing a complete IT policy as
strategic initiatives to meet customer expectation. With this end in view, the reach
of IT initiatives was expanded to automate more banking touch points and overall
business. NMB bank have essentially used the IT service Management in the bank
for managing IT systems, philosophically centered on the customer’s perspective
of IT’s contribution to the business.
17
to mid sized business entities, house and groups that include financing to small and
medium enterprises.
C. Corporate and institutional Banking
This segment of credit department comprises a seasoned and team of Relationship
Managers to meet the demanding service standard of large and medium corporate
houses, multinationals, government organizations, Financial Institutions, etc. The
range of facilities are Working capital finance, Pre and post shipment export
financing, import financing, corporate financing, receivable discounting, L/C,
project financing, etc.
D. Information Technology Department
The bank pursues a complete IT policy as a strategic initiative to meet the growing
competition for business, achieve efficiently in international operation and meet
customer expectations. Providers of IT not only focus on technology and their
internal organization, they now consider the quality of the services they provide on
the relationship with customers.
E. HR Department
Human resource department is closely related to bank’s employees such as
recruitment, selection, promotions, transfer, performance appraisals, training and
development, etc. For the purpose of improving the skills, abilities and knowledge
of the staff members, human resource department of NMB bank provides various
job related trainings.
F. Internal Audit Department
This department is responsible for maintaining and verifying the individual
accounts of the day to day basis like the expenses of staff salary, expenses of staff
lunch and other miscellaneous expenses.
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G. Accounts/Budget Department
This department is responsible for maintaining and preparing whole accounts and
budget of the bank. This department also prepares final financial statement of
bank.
H. Trade finance Department
This department is responsible for opening letter of credit for those people who are
involved in trading activities. This department provides services by issuing letter
of credit as an issuing bank to advice bank in case of import and vice versa when
exporting. The contents required in bill of lading are invoice, packing list,
certificate of origin, insurance and transport document. This department looks after
the foreign trade activities of the bank such as Issuance of letter of credit (both
import and export), Issuance of Guarantee, and Telex transfer.
I. Legal Department
The main function of this department is to look after the legal aspects of the bank.
Formulation of laws and policies for the bank also lies in this department. This
department takes all the legal actions of the behalf of the bank as required
according to the situation.
J. Investment Banking Department
Since NMB is an investment banker, it has setup a different for investment
banking. This department looks after the public offering of securities (IPO and
Rights Issues). The activities of Investment Banking department includes
managing the portfolio of clients, valuation of securities, operation of mutual
funds, management of private placement of equity and providing investment
advisory services.
K. Card Center
NMB Ltd has separate department for the issue of the cards.ATM cards are created and
issued from the head office of NMB. This department deals with the issue, renewal and
19
management of cards, NMB currently issues ATM cards only. In future, NMB plans to
introduce debit cards that can be used in POS terminals and credit cards also
20
Trade finance – Letter of Credit, Bank Guarantees, Import Export Bill
discounting etc.
C) Retail Banking
Structured consumer loans:
Auto Finance
Mortgage(Home) Loans
Personal Overdrafts
Personal Loans
Education Loan
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Saving account on zero balance at 5% Interest on daily basis
Interest on Fixed Deposit will be transferred to savings account on a
monthly basis
ATM cum Debit Card
Free Cheque Book
E-Banking Facility
Mobile Banking Facility
Requirements:
Completely filled Personal Account Opening Form
Completely filled Fixed Deposit Account Form
Copy of Citizenship Certificate and one passport size photo
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Current Account
Organization can open a current account in its name in order to carry out day-to-
day banking transactions. It is a non-interest bearing account with no limit on
withdrawal facility.
Features:
Minimum Balance ranging from NPR. 5,000 to NPR. 100,000 depending
upon organization’s size
No limit on withdrawal facility
Free Cheque facility
Free e-banking
Facility to transfer certain amount to call deposit on predetermined rate.
Requirements:
Completely Filled Corporate Account Opening Form
23
INTEREST RATES (Effective from 29th July 2013)
24
Bachat (For Dhangadi)
NMB Bank Shaileshwori
Bachat (For Dipayal)
NMB Bank Gadhimai
Bachat (For Birgunj)
NMB Bank Bishesh 5.00% Daily Balance (Minimum Balance NIL)
Bachat
(For Children, Senior
Citizens & Physically
Disabled People)
US Dollar Savings 1.00 %
GBP Savings 1.00 %
EUR Savings 1.00%
Prime Others
Cash Credit / Overdraft 12.00% 14.50%
Importer’s Loan 10.50% 13.50%
Export Finance 10.00% 12.50%
Other Working Capital 12.00% 16.00%
Loans
Term Loan 13.00% 15.00%
RETAIL BANKING
25
Housing Loan (5-25 years 11.00% 14.50%
tenure)
Auto Loan 12.00% 15.50%
Personal Overdraft 13.50% 15.50%
Personal Loan 13.00% 15.50%
Professional Loan 15.00% 18.00%
OTHERS
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CHAPTER FOUR
ANALYSIS OF ACTIVITY DONE AND PROBLEM
SOLVED
27
frequent activity done in this department. Customers entitled toopen various
accounts are supplied with contract papernamed account opening form by the
banks. This form serves both the purposes of details of customers and contract
between customer and the bank. While opening a new account presence of an
account holder is necessary.
Process of opening an account:
Provide the details of account and upon customers request provide new
account opening form to the customer who is willing to open an account in
the bank.
After the form has been filled up, verify whether the form has been duly
filled up or not.
After the form has been verified staff at CSD assigns an account number to
the account holder.
Then, the form is approved by the supervisor.
Finally, the client deposits money in his account and becomes the member
of the bank.
1. Individual Account:
Obtain citizenship or passport
Obtain photos of customers
In case of minority of account holder copy of birth certificate and citizenship
of the parent.
2. Proprietorship Account:
Declaration of sole proprietorship
Copy of renewed registration certificate
Identification paper of A/c operator
Income tax registration /renewal certificate/PAN certificates
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3. Partnership Account:
Letter of partnership duly signed by all partners
Copy of partnership agreement/deed
Certificate of partnership, registration and renewal
Identification paper A/c operator
Income tax registration/renewal certificate
4. Account of Corporate Bodies
Memorandum and article of the company
Resolution of the board of directors to open and operate the account
List of director’s duty signed by respective directors with home address and
phone number
Company registration certificate
Identification paper of A/c operator
Income tax renewal/registration certificate.
5. Accounts of Clubs, Societies and Association (All Documents to be
dulycertified by Charity)
List of office bearers and address
Copy of By-Law/constitution
Copy of resolution to open andoperate account
Name and signature of person authorized to open account
Certificate of registration and renewal.
Account Closing
It is another important but task done under account operation. People close their
accounts because of many reasonsbut their major reason forclosingof account was
the inefficiency and the late service of the bank and the increased number of
competitors in the area.
Process to close an account is given below:
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Customer willing to close the account must fill up the form specifying the
reason.
After submission of the form to CSD it is confirmed form the various
departments that the customer is not enjoying any sort of facility from the
bank at present.
The client I then asked to return all his account related belongings like ATM
card and check box.
Then finally, the account of applicant is closed with certain charge.
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4.2 Clearing Department
Customers deposit cheques, drafts in their accounts, which are drawn on various
banks and bank servestheir customers by helping them collect the fund in their
account through clearing function. The department is responsible for the clearing of
all checks that the bank receives daily.
31
Checking Different Stamps:
The cheques presented to other banks most contain different stamps like
endorsement, bank’s stamp, cross stamp.
Collecting Cheques from NRB:
The prepared summary sheet is presented the desk of clearance and the
cheques attached on OBC sheet are distributed to the respective banks/
financial institutions. The other banks also drop the respective cheques on
the desk of NMB. The collected cheques are divided as home cheques and
refund cheques.
Entry of Refund Cheques:
The refund cheques are entered in middle ware and matching with the
settlement of clearing transaction provided by clearing house and if any
deviation occurs that must be informed to the respective banks in the form of
fewer claims or over claim.
32
1. Communication problem
Most of the customers still have minimum education qualification; they
don’t have proper knowledge regarding the terminologies used in different
forms, vouchers, etc. as they are printed in English language.
To solve this problem, as an intern, they were made clearly understood
about the terminologies used by translating in simple and understandable
language, which could help them in filling up the form correctly and in a
short period of time.
2. Grievances handling
It is the most important problem among the problems. By grievance we
mean a cause for complaints. If it is handled properly, it directly affects the
bank’s image; as a result customers are dissatisfied. Grievances are the
problem associated with bank faced by customers during the transaction
period with the bank.
To solve this problem, CSD can play the important role, as this department
is in direct interaction with the customers. If the problem is critical, it should
be forward to the top level management for solution.
3. Unsystematic handling
Unsystematic management leads to failure. Unsystematic handling of things
is also a problem. Though the problem isn’t so big, if not handled properly
and timely managed, it directly affects the efficiency of banking activities.
33
4. Hesitation of customers
It is one of the problems faced by most of the banks. It is difficult to identify
since it is related with psychological aspects of the customers. Some
customers hesitate to convey their problems to the related staff. The bank
cannot read the mind of each customer who visits the bank.
To solve this problem, initiation can be taken to ask customers regarding
their problems frequently and create a friendly environment.
5. Work load problem
It is another problem faced by the banks. At the time of opening and closing
work load is high. So, sometimes it is difficult to provide immediate services
to the customer which leads to customer dissatisfaction.
To solve this problem, increasing the number of working hands can be
beneficial. At the same time, if customers are provided with various
facilities like e-banking, SMS banking, this problem can be minimized to
some extent.
34
The intern was only allowed for clerical tasks but not for managerial task
though BBA aims to develop Middle Level Managers.
In the theoretical knowledge it was studied that the banks follow each and
every regulations imposed by NRB but the company does not seem to
follow those rules as prescribed. The good example is KYC form should be
filled in front of the customer but it will be filled in the same format after
opening the account.
Team work is essential in this modern business era, which must be
enhanced. All the manager and staffs have to feel as the member of team
rather than as a boss and employee.
The internee observed that different type of theoretical knowledge can’t be
applied solely rather they are applied in combination in real world. The
good example of it is use of more than one motivational theory, while
motivating the employees of the company.
It has been taught that there must be knowledge in the staff about the related
field and must be experienced but the staffs generally lack effective
learning skill and lack deep knowledge in their field.
Higher importance is given to customer satisfaction but there is no any
culture of taking customer advice and learning from it.
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CHAPTER FIVE
CONCLUSION AND LESSON LEARNT
5.1 Conclusion
The objectives set and the outcome of the intern program was converging and even
the achievement was more than it was expected. The intern was benefited from the
exposures and knowledge of the real business situations, the college and the TU
benefited in developing a good and prospect manpower for the banking sector. The
bank was benefited to get their work done in relatively lower costs which otherwise
have been incurred and had a record of prospect bank employees for Human
Resources. In this way the whole program was successfully accomplished.
Banking industry is one of the booming and most profitable sectors of the
economy. There has been massive growth and demand of banking products and
services. Thus, the result is increase in number of banks with their specialized
products like consumer loans, investment banking, and foreign trading and so on.
Internship in this industry helps the students to build working framework of banks
and apply theoretical knowledge practically.
NMB bank is ‘A’ grade bank that has been recently u pgraded. It is governed by the
experienced bankers and professionals. It main focuses in providing customer
satisfaction by offering various products and services including saving, fixed, call
deposits, consumer and business loans, investment banking, etc. NMB bank
comprises highly motivated staffs who are customer centered.
Under the guidance of the supervisor and the staff members the internee was able to
experience various activities that are conducted in customer service departments
and clearing department. The intern got vital support by the effective working
environment and highly cooperative and supportive staff members in learning and
36
experiencing process. The internee was able to know about the basic functioning of
bank like opening and closing of bank account, issuing of cheques and statements,
and clearing of cheques. This has enhanced the practical knowledge and developed
interpersonal skills, professional qualities, communication skills, and team work;
know the ways to deal with the bank staffs and customers.
37
BIBLIOGRAPHY
Shrestha, M. K., & Bhandari, D. B. (2008). Financial Markets & Institutions. Kathmandu:
Asmita Books Publishers and Distibutors Pvt. Ltd.
www.google.com
www.nrb.org.np
www.nmb.com.np
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ANNEX
40
ANEEX 2: Branch Location
Inside Valley
1. Babarmahal
2. Bhaktapur
Phone: 6617285/6617286
3. Chabahil Chabahil
Kathmandu
4. Durbarmarg
Phone: +977-1-4221222
Fax: +977-1-4222872
41
5. Kalanki
Kalanki, Kathmandu
6. Kantipath
8. Lubhu
9. Newroad Branch
42
Phone: +977-1-4157540, Fax: +977-1-4157542
10. Thaiba
11. Thamel
Outside Valley
1. Banepa
2. Biratnagar
43
3. Birgunj
4. Butwal
5. Dailekh
7. Dharan
44
8. Dharan Extension Counter
Phone: +977-25-522327
9. Dhunche
Dhunche, Rasuwa
Phone: +977-10-540032/33
10. Doti
11. Kirne
Phone: +977-9851153910
12. Manthali
45
13. Narayanghat Narayanghat,
Chitwan
14. Nepalgunj
15. Pokhara
46