‫الر ِح ْي ِم‬
ِ ‫س ِم‬
ْ ‫ِب‬
َّ ‫الر ْح ٰم ِن‬
َّ ‫هللا‬
IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM , SWAT, PAKSTAN
Page 1
Acknowledgement
All the praises and gratitude’s are for almighty Allah, who is entire source of all knowledge
and wisdom endowed to mankind. After Allah unbound praises and thanks are also for his
dearest prophet, Hazrat Muhammad (PBUH), who is forever a torch of guidance and
knowledge for humanity as a whole.
I would dedicate my this effort to my beloved parents for their undying love and care with
unconditional support throughout my life. Without their guidance, I wouldn’t be able to
achieve anything in my life. I would like to thank, especially to my university management
who arranged internship and provided a chance to gain practical knowledge and also for their
timely guidelines through email or MDBs. I highly thank the staff members of Habib bank
Limited, “Matta Branch” Swat.Who really cooperated with me and provided me complete
guidance and give me their precious time. They tell me everything related to banking. I am
really impressed with their hospitality.I would like to thank my supervisor Dr. Sheikh Raheel
Manzoor Assosciate Professor (HRM) who assesed me in writing of this report.Their
sympathetic behavior is printed deep on the pages of my memory.
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Dedicate to
I would dedicate my this effort to my beloved
parents for their undying love and care with
unconditional support throughout my life.
Without their guidance, I wouldn’t be able
to achieve
anything in my life
MY PARENT
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Table of Contents
The Bank
07
Executive Summary
08
Introduction
11
Historical Background of Habib Bank Limited
15
Vision Statement of HBL
18
Mission Statement of HBL
18
Values of HBL
19
Products and Services Offered by HBL
20
SWOT Analysis
22
Human Recourse Management
24
Objectives of Habib Bank Limited
27
Pest Analysis and Environmental Scanning
28
Management
31
Competitors of Habib Bank Limited
23
Departments of Habib Bank Limited
34
Deposit Department
35
Account Opening Department
37
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Remittance Department
39
Advance Department
43
Marketing
47
Clearing Department
49
Foreign Exchange Department
50
Computer Department
51
Imports and Exports Department
53
Sale Operation in HBL
57
Financial Performance
58
Value of Investments in Employee Retirement Benefits Fund
59
Domestic Network
60
Suggestions & Recommendations
61
Conclusion
63
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The Bank
The term “BANK” is derived from its Italian origin “BANKO” which means “Bench” that is
where people used to meet and solve their financial matters. The term bank is being used for
a long time yet it has no precise definition. The basic reason is that the banks perform not just
one but many types of functions. Originally the banks were supposed to make short term
loans to the traders only. The banks now not only make short term loans to the formers,
traders, industrialist etc. But also invest in a wide variety of long term earning assets. The
commercial banks also undertake and execute trust, deal in stock, shares and debentures,
issue guaranties and indemnities underwrite and sell new securities, and deal in foreign
exchange etc.
However some of the definitions of bank from different authors are as follows.
According to Dr. Hart
“Banker or bank is a person or company carrying on business of receiving money and
collecting drafts for the customers subject to the obligation of honoring cheques drawn upon
them from time to time by customers to the extends of the amounts available on their currents
accounts”
In the words of G W Gilbert
“A banker is a dealer in capital or more properly a dealer in money. He is an intermediate
party between the borrower and lender. He borrows one party and lends to the another”
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Executive Summery
The purpose of the Report in hand is together relevant information to compile internship
report on Habib Bank Limited. To observe, analyze and interpret the relevant data
competently and in a useful manner.

To work practically in an organization.

To develop interpersonal communication.
Habib Bank Group is a leader in Pakistan’s services industry with an extensive and vibrant
network of 1498 domestic branches the largest in Pakistan and 55 international branches to
meet customer needs. Perhaps the HABIB BANK LIMITED was established in 1941 at
Bombay. But its history starts in 1841 when a young boy, named Ismail Habib reached
Bombay for a job search. After some time he got the job with a dealer in utensils and non
ferrous metals. Ismail Habib was very keen and intelligent and became partner of his boss.
Later on he was elected as a president of the market. For many years, he continued to expand
his business and was engaged in private banking. So‟ HBL has come a long way from its
modest beginning in Bombay in 25 august, 1941 when it commenced business with a fixed
capital of 25000 rupees.
Impressed by its initial performance, Quaid-e-Azam Muhammad Ali Jinah asked the bank to
move its operation to Karachi after the partition, HBL establish itself in the Quaid’s city in
1943 and became a symbol of prestige and progress for the people of Pakistan. During the
early days of newly born state, the government of Pakistan was facing the great problem of
fund shortage. HBL, despite of experiencing shortage of funds in its initial time, Put its
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meet customer needs. Perhaps the HABIB BANK LIMITED was established in 1941 at
Bombay. But its history starts in 1841 when a young boy, named Ismail Habib reached
Bombay for a job search. After some time he got the job with a dealer in utensils and non
ferrous metals. Ismail Habib was very keen and intelligent and became partner of his boss.
Later on he was elected as a president of the market. For many years, he continued to expand
his business and was engaged in private banking. So‟ HBL has come a long way from its
modest beginning in Bombay in 25 august, 1941 when it commenced business with a fixed
capital of 25000 rupees.
Impressed by its initial performance, Quaid-e-Azam Muhammad Ali Jinah asked the bank to
move its operation to Karachi after the partition, HBL establish itself in the Quaid’s city in
1943 and became a symbol of prestige and progress for the people of Pakistan. During the
early days of newly born state, the government of Pakistan was facing the great problem of
fund shortage. HBL, despite of experiencing shortage of funds in its initial time, Put its
survival at stake by helping the government with funds as HBL had established its operations
in Pakistan in 1947 and moved its head office to Karachi. HBL’s first international branch
was established in Colombo, Sri Lanka in 1951 and Habib Bank Plaza was built in 1972 to
commemorate the bank’s 25th Anniversary. HBL now has the largest Corporate Banking
portfolio in the country with an active Investment Banking arm. Now there are 1773+
braches inside the Pakistan and about 70 Branches overseas providing financial services to its
worthy customers. It encompasses product offerings and services in corporate banking to
Retail Banking and, in recent years, Consumer Banking as well. Satisfying customers are the
only way to stay competitive in today's Market Place. The balancing between what
customers wants and what the HBL can provide must be optimized in order to maximize
HBL’s long-term profits. HBL is expanding its presence in principal international markets
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including the UK, UAE, South and Central Asia, Africa and the Far East. With a domestic
market share of over 40%, HBL was nationalized in 1974 and it continued to dominate the
commercial banking sector with a major market share in inward foreign remittances (55%)
and loans to small industries, traders and farmers. International operations were expanded to
include the USA, Singapore, Oman, Belgium, Seychelles and Maldives and the Netherlands.
Habib Bank is working for the last 50 years and become the largest commercial bank in the
country. It has the Authorized capital of RS 5000 Million with a paid up capital and reserves
of RS 858 Million and its deposits are more than Rs. 213 billion in approximately 10.7
Million accounts. It has the advances of 131 Million. Habib Bank has innovated a numbers
of financial schemes like term deposits, Special notice term deposits, A.T.M. etc. As
governments are hoping to be liberal and their policies are innovative and liberal the scope of
banking is increasing and Habib Bank has always been one step ahead in the growth and
participating very much in the economic growth of Pakistan. Habib bank HEAD QUARTER
is situated in KARACHI that building has highest number of stories in Pakistan.
Habib bank has basically 9 Regions all over the country to control the entire activity of Habib
bank operation is countrywide.
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Introduction
HBL is now a Banking tycoon in our country. HBL, which is engaged domestically and
overseas in Commercial, Retail Banking and related services, enjoys 20% of the market
Share in Pakistan. Today HBL is truly the bank of the people providing its customers with
convenience and satisfaction all around the world. Habib Bank Plaza, the tallest building in
Pakistan, is the proud symbol of HBL leadership. In Pakistan’s corporate ground HBL is
currently rated AA and A1+.
Habib Bank Limited was established by Mr.Ismail Habib (Late) on August 25, 1941 at
Bombay. It was the first Muslim Bank of the sub-continent. It was established with a Paid up
capital of Rs. 25000.
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Bank Position of 1973
Bank
No of Brunches
Deposit (Rs In Million)
HBL
667
6,160
NBP
579
5,660
UBL
497
5,670
MCB
506
1,640
ABL
145
570
Bank Position of 1973
Bank
No of Brunches
Deposit (Rs In Million)
HBL
1926
153,431
NBP
1448
128,679
UBL
1684
87,482
MCB
1288
50,013
ABL
750
33,757
Registered office
Habib Bank Limited 4th Floor, Habib Bank Tower
Jinnah Avenue Islamabad, Pakistan.
Phone: 051-2872203 &051-2821183
Fax: 051-2872205
Head office
Habib Bank Plaza I.I. Chundrigar Road
Karachi – 75650 Pakistan.
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Board of Directors
Sultan Ali Allana
Chairman
Nauman K. Dar
President & CEO
Moez Jamal
Director
R. Zakir Mahmood
Director
Agha Sher Shah
Director
Sajid Zahid
Director
Dr. Najeeb Samie
Director
Scope of Report
As an internee in Habib Bank Limited the main focus of my research report was on general
banking practices in one of the branches of HBL. These operations include Financing,
Clearing, Advances, remittances, deposits and Account Opening.
Objectives of the Report

Discuss thorough study of Habib Bank Limited.

To understand the various operations and to equip with practical knowledge of the
HBL.
Limitation of the Report
Something is better than nothing. No matter how efficiently a report is conducted, it
cannot be perfect in all respects. This report was conducted in accordance with the
objectives of the report. The report may not include broad explanations of facts and figures
due to the nature of the study.
Secondly , the limitation, which affects the report, is the restriction on mentioning every
IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM , SWAT, PAKSTAN
Page 12
fact about the bank due to the problem of secrecy of the bank. In addition, the
availability of required data was a problem as all the documents and files are kept
strictly under lock and key due to their strictly confidential nature.
Thirdly, the problem of short time period also makes the analysis restricted as one cannot
properly understand and thus analyze all the operations of a bank in a very short time of six
weeks.
Benefit of the Study
The study will benefit the finance students in particular and banking students in general
because the financial analysis section of this report comprehensively encompasses all of
financial aspects of this corporate banking giant. Furthermore, HBL Matta Branch, Matta
may also benefit from the recommendations made at the end of the report.
Research Methodology
The report is based on my six weeks internship program in HBL. The methodology reported
for collection of data is primary as well as secondary data. The biggest source of
information is my personal observation while working with staff and having discussion
with them. Formally arranged interviews and discussions also helped me in this regards.
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Historical Background of Habib Bank Limited
Mohammed Ali Jinnah, Pakistan's founding father, realized the importance of financial
intermediation while he was campaigning for the creation of a separate homeland for the
Muslims of India. He persuaded the Habib family to establish a commercial bank that could
serve the Indian Muslim community. His initiative resulted in the creation of Habib Bank in
1941, with HO in Bombay (now Mumbai), and fixed capital of 25,000 rupees. The bank
played an important role in mobilizing funds from the Muslim community to finance the AllIndia Muslim League's campaign for the establishment of Pakistan. Habib Bank also played
an important role in channeling relief funds to the people hurt in the communal riots and
violence that preceded the departure of the British from India.
Vision Statement of HBL
Simply the vision of Habib Bank is mass banking. At the time of formation it changed its
motto from class banking to mass banking. Expedite the economic growth of the country
through spreading the banking services to the doorsteps of mass people so that they get
institutional financial help and participate in the economic activities of the country.
Mission Statement of HBL
To be recognized as the leading financial institution of Pakistan and a dynamic international
bank in the emerging market providing our customers with a premium set of innovative
products and services, and granting superior value to our stakeholders, customers and
employees.
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Values of HBL
Humility
We encourage a culture off mutual respect and treat both our team members and customers
with humility and care.
Integrity
For us, integrity means a synergic approach towards abiding our core values. United with the
force of shared values and integrity, we form a network of a well-integrated team.
Meritocracy
At every level,, from selection to advancement, we have designed a consistent system of
human resource practices, based on objective criteria throughout all the layers of the
organization. We are therefore, able to achieve a specific level of performance at every layer
of the organization.
Team Work
Our team strives to become a cohesive and unified force, to offer you, the customer, a level of
service beyond your expectations. This force is derived from participative and collective
endeavors, a common set of goals and a spirit to share the glory and the strength to face
failures together.
Culture of Innovation
We aim to be proactively responsive to new ideas and to respect and reward the agents,
leaders and creators of change.
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Products and Services Offered by HBL
Products

HBL Muhafiz Rupee Travellers Cheques

HBL Auto Finance

HBL Flexi Loans for salaried personnel

HBL Life Styles Financing Scheme

HBL i-Card

HBL House Financing Loans

HBL Easy Access

HBL Fast Transfer



Haryali Agricultural Loans

HBL E-Bank
Services
Retail Banking
The Retail Banking network, with 1425 branches, is the core strength of Habib Bank. The
network provides HBL with the largest diversified low cost deposit base of any bank in
Pakistan, and forms the basis for many of our other business lines: corporate and investment
banking and treasury activities. The network provides HBL with the largest diversified low
cost deposit base of any bank in Pakistan, and forms the basis for many of our other business
lines: corporate and investment banking and treasury activities.
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Commercial Banking
Enterprises operating in the middle market contribute significantly to the economy of a
country. During FY-2000 HBL‟s management decided to address this issue. On November 1,
2000 Commercial Banking came into being. The objective of stetting-up Commercial
Banking was twofold:

First to stop the erosion of market share in the middle market.

Second, to regain the lost market share.
Commercial Banking is making headway with improvement not only in terms of the business
figures but also in its ambiance. Renovation of is being carried out in order to give a
professional look to all the Commercial Banking Centers.
Corporate Banking
The Corporate Banking Group serves large institutional customers who require sophisticated
products in an environment of intense competition. HBL Corporate & Investment Banking
Group is now recognized as a market leader and regularly arranges and participates in most
large structured finance deals.
International Operations
HBL‟s ability to operate successfully in diversified markets and cultures is a function of a long history in
international banking – when first international branch was opened in 1951. The Bank’s branches in financial
centers continue to provide efficient trade settlement and reimbursement services to the entire network and business
with other banks
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SWOT Analysis
Strengths

Goodwill & historical background

Professional and well trained staff

Largest customer base

HBL is Pakistan's largest commercial bank


HBL has a domestic network of 1,425 branches with an international network of 48
Branches in 26 countries

20% share of HBL in financial market

Large Balance sheet size

Decentralized authority

Weaknesses

Unfavorable union activities and management conflicts

Checking System is at intra-department level

Weak marketing policies

Nepotism & Favorism

Infected portfolio still exists as bad debts

Centralized management in particular areas
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Opportunities

Opportunities for growth and expansion in cash management.

Faster market growth represents opportunity to grow and diversify

Restoration of investor’s confidence and pick up in private sector investment flows.

Large deposit base and funds flow can help to avail related market opportunities
Threats

Adverse & unstable government policies

Political instability

Advance technology

Competition from other banks
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Human Resource Management
Functional Responsibilities
Right Now the responsibilities assigned to HR department at Corporate Center can be
categorized under three heads

Staff mattress / Basic HR Functions

Expenses control

Security mattress

HBL is an organization that provides opportunities for its staff to have a
challenging and rewarding long-term career. To this end the Human Resource Group
(HRG) encourages and motivates its employees to excel in the responsibility that
they have in the organizations. Believes that creativity and innovation comes from
talent, knowledge and experience and it is HBL’s endeavor to provide and maintain an
environment which not only nourishes these strengths but also provides opportunities
for the staff to have a career which has multidimensional growth opportunities. In doing so,
HRG has been restructuring and redesigning the overall structure o f t h e organization,
which includes rationalization, cutting down the decision layers, improvement in staff
training and hiring professionals and MBAs at entry-level management. The overall direction
of HRM has been towards nurturing the strengths of the human capital to its maximum with a
defining principal to help create a progressive environment and sustain a thorough
commitment of our staff towards focused customer service. HRG therefore recognizes the
need to proactively invest in staff training and develop courses on a regular basis. Under the
umbrella of its Management and Organization Development Division (MODD) its
Management Development Institute (MDI) with its three fully equipped chapters at Karachi,
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Page 20
Lahore & Islamabad regularly conducts and outsource technical and personal development
courses for its all level of staff enabling them to meet the challenges of the ever-changing
business requirements and customer needs. During 2008, 529 courses, workshops, skill
development clinics and seminars in the disciplines of Service & Attitude, Market Research
& Selling, Management & Communication, Credit & Finance, I.T. & eBanking, Treasury & Trade Finance, Global/ Domestic Banking Operations and
on other diverse subjects were conducted by In / Ex-House professionally skilled,
qualified and certified faculty and industry experts for 10233 people of senior/middle line
management & staff carving 1334 days training days. There is no budget limit for Training
and Education at Habib Bank.HR Group aims to maintain and further improve the serviceoriented culture and to make employment not only satisfying but also enjoyable.
qualified and certified faculty and industry experts for 10233 people of senior/middle line
management & staff carving 1334 days training days. There is no budget limit for Training
and Education at Habib Bank.HR Group aims to maintain and further improve the serviceoriented culture and to make employment not only satisfying but also enjoyable.
Selection & Recruitment
Our Recruit Meritocracy is an integral part of HBL’s recruitment policy. Our merit-based
recruitment process incorporates the principles of equal opportunity and leads to the
appointment of the most capable candidate. This ensures openness and transparency,
allowing greater confidence in the outcome of the selection process.
The merit principle at HBL aims to identify the most suitable person for the job assessed on
IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM, SWAT, PAKISTAN
Page 21
the basis of the following parameters:

Educational Background

Skills and Competencies

Abilities and Attitude

Experience

Interpersonal / Communication skills
Entry level programs
It includes

Management Trainee

Cash Officer

Management Associates

Internship


Experienced Professionals
We recruit experienced professionals in all areas of the bank and encourage the creation and
pursuit of innovative ideas. Our dynamic work environment offers diverse opportunities to
stimulate ongoing employee needs and supports career enhancement opportunities.


Selection Process
The diagram below represents the process on which we base our selection. This gives an
overview to potential candidates as to the steps involved in becoming a part of the HBL team.
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Page 22
Objectives of Habib Bank Limited
Following are some of the main objectives of HBL.

To earn profit for the Bank itself and for its shareholders.

To promote and boost up business sector inside the country.

To provide employment opportunities to people.

To help in development and industrialization of the country.

To provide loan and advances to help out in self employment schemes


Like other business organization the core desire of Habib Bank is to maximize the profit
through saving & loaning money to the life of the common people. The Objectives of the
Habib Bank is given below:
IQRA NATIONAL UNIVERISTY SWAT CAMPUS, ODIGRAM, SWAT, PAKISTAN
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

Broad Goal: As a nationalized commercial organization, Habib Bank belongs to the
people. It implies that it stands for meeting the banking needs of the mass people of the
society.

Operating Goal: In compliance with the very nature of the organization, the objective
in mind the bank aims at excelling quality and diversified services. To fulfill its mission
Habib Bank has its main objectives as followings: To provide banking services to
people. To earn profit. Act as a media of exchange. To contribute to gross domestic
product (GDP). Maintain a satisfactory deposit mix. To promote and boost up business
sector inside the country. To help to grow entrepreneurship. Increase loan portfolio
diversification and geographical coverage. To mitigate unemployment problem.
Provide finance specialized services to the export. To help to boost economic
development. To help in development and industrialization of the country.
Pest Analysis and Environmental Scanning
A broad view of market is considered to be an important tool when management is interested
in introducing better services for customers. Rapid technological change, global competition
response and the highly diversified buyer’s preferences in many markets require the constant
attention of the market vouchers to identify business opportunities, see the shifting patterns of
the buyers, evaluate such changes in competitors positioning strategies and guide the choice
of which buyers to target and then classify them according to their respective segments.
Identification of external macro factors that influence buyers and thus change the size and
composition of market overtime involves initially building customer profiles. These
influences include:
IQRA NATIONAL UNIVERSITY SWAT CAPUS, ODIGRAM ,SWAT PAKISTAN
Page 24


Political and legal environment

Economic trends

Socio cultural environment

Technological factors
Political and Legal Environment
Banks are overwhelmingly affected by a country’s political and legal considerations. This
environment is composed of government regulatory and law enforcement agencies that
influence and limit various organizations and individuals. Mostly these laws are designed to
create new opportunities for business.
Business legislation has following main purposes

To protect banking companies from unfair competition.

To protect consumers from unfair business practices adopted by banking companies

To protect the interest of the society from unbridled business behavior
Economic Trends
Along with higher borrowing power, a banking market requires better consumer market in
volume. The concerned borrowing power depends on:

Consumer income

Saving rates

Consumption patrons

Rates of interest

Budget deficit

Exchange rates

IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM , SWAT, PAKISTAN
Page 25

Cost of living

Inflation
Socio-Cultural Environment
A society is shaped by stated and/or understood beliefs, norms and values. People in a society
consciously and unconsciously interact with:

Themselves

Others

Organization

Society

Nature
Following are the main factors. Which arise because of change in socio-cultural
environment?

Consciousness about services

Concern for environment

Improved customer relation
Technological Factors
Advancement in technological forces has played a very vital role in shaping the lives of
people. The rate of technology change and its adoption has significantly affected the rate of
growth of economy around the globe and same is the case with Pakistan banking industry
ingeneral and people in HBL in particular. With each passing day, new technology is
generating deep rooted affects which could be pragmatic in long run. These step up
IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM, SWAT, PAKISTAN
Page 26
techniques involved in on line banking. In brief PEST analysis evaluates the overall banking
industry and provides us the information about the external macro condition.
general and people in HBL in particular. With each passing day, new technology is
generating deep rooted affects which could be pragmatic in long run. These step up
techniques involved in on line banking. In brief PEST analysis evaluates the overall banking
industry and provides us the information about the external macro condition.
Management
Management is a unique process consisting of activities of planning, organizing, leading
and controlling performed to determine and achieve stated objectives with the use of
human being and other resources . Management is the process of reaching organizational goals
by working with and through people and other organizational resources.
Strategic Management
There are three levels of strategies

Strategic management analysis

Business level strategy

Divisional level strategy
Strategic management analysis
HBL has following corporate level strategies.

Growth strategy
HBL has adopted growth strategy by expanding its operations. HBL actually have different
products and services for both individuals and business customers. HBL product and services
for individual customers are credit cards, debit cards, and deposit accounts. HBL product and
service for business customer are commercial banking, cash management and asset
management.
IQRA NATIONAL UNIVERSITY SWAT CAMPUS, ODIGRAM, SWAT, PAKISTAN
Page 27

Related Diversification
HBL has also adopted related diversification strategy, because at first function
of HBL was only accepting deposit and advancing loans but now HBL has many related
functions like flexi loans, ATM and credit cards.
Business Level Strategy

Cost Leadership Strategy
At business level HBL has adopted cost leadership strategy in a way t h a t c o s t
of advancing loans is less as compare to some other well reputed banks like
Bank Alfallah, Al Habib, MCB.

Differentiation strategy
At business level, HBL has also adopted differentiation strategy by introducing some new
products into the market earlier to other banks like debit cards.
Divisional level strategy
Following are the main divisional level strategy fallowed by HBL
 To establish sound relationships with top industrial groups and various multinationals.
 To make the bank customer focused
 To increase the no of online branches
 To increase the ATM network to further improve the bank market shares.
 To implement the performance appraisal process to provide motivation
and merit oriented culture in the bank to improve extensive training to the
employees in the process ,products marketing and selling skills.
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Divisional level strategy
Following are the main divisional level strategy fallowed by HBL
 To establish sound relationships with top industrial groups and various multinationals.
 To make the bank customer focused
 To increase the no of online branches
 To increase the ATM network to further improve the bank market shares.
 To implement the performance appraisal process to provide motivation
and merit oriented culture in the bank to improve extensive training to the
employees in the process ,products marketing and selling skills.
 Upgrading skills level of employees.
Competitors Of Habib Bank Limited
It has many competitors in its industry only the edge it carry is the deposits of major Govt.
organizations and the Gold advances. The others don’t have these type of opportunities but
they are far away good than HBL in means of customer care, behavior, outlook, services,
time savings, products etc. following is a list of competitors.
 Local Private Banks in Pakistan
 Askari Commercial Bank Limited
 Bank Al Falah Limited
 Faysal Bank Limited
 Muslim Commercial Bank Limited
 United Bank Limited
 Bank-AL-Habib Limited
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Departments of Habib Bank Limited
There are few departments on which general or day-to-day banking of HBL
composes. There details are as under:
 Deposit Department
 Account Opening Department.
 Remittance Department
 Advances Departments
 Marketing Department
 Clearing Department
 Foreign Exchange Department
 Computer Department
 Imports and exports department
Now we see the function of each department working at each branch of Habib Bank b
Limited.
1. Deposit department
Bank deals in money and they are merely mobilizing funds within the economy. They borrow
from one person and lend to another, the difference between the rate of borrowing lending
forms their spread or gross profit. Therefore we can rightly state that deposits are the blood of
the bank which causes the body of an institution to get to work. These deposits are liability of
the bank so from point of view of bank we can refer to them as liabilities.
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Types of account
 Current account
In this type of accounts the client is allowed to deposit or withdraw money as and when he
likes. He may, thus, deposits or withdraws money several times in a day if he likes. There is
also no restriction of amount to be deposited or withdrawn. However, there is requirement of
minimum balance maintenance of Rs.5000/-. Usually this type of account is opened by the
businessmen. No profit is paid by the bank and no service charges are deducted by the bank
on current deposits account.
Features
 Account can be OPENED with Minimum Balance Rs.1000/- with no maximum limit.
 Checking balance at any time during banking hours.
 No profit is paid.
 Statement of Account dispatched on request letter.
 There is no restriction for withdrawals of amount and number of cheque.
 Profit and loss sharing savings
This type of account is for those persons who want to make small savings'. This type of
account is opened with a minimum deposit of Rs. 1000/- or the amount prescribed from time
to time. The profit is paid on these accounts on the minimum balance during a month for the
whole of that month. Zapat a & other taxes are deducted as per rules of the government.
The
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requirements for this account is duly filled prescribed A/C opening FORM, Photo Copy of
National Identity Card (Resident Pakistani), two Passport size photographs with
Signatures/Thumb Impression (Resident Pakistani), Photo copy of Passport with Page
bearing Resident Visa of the Country where Pakistani Residing, two Passport size
photographs and signatures on A/C Opening Form for Non-Resident Pakistani with
Signatures/Thumb Impression etc.
Features
 Account can be OPENED with Minimum Balance Rs.1000/- or prescribed limit that
is announced time to time with no maximum limit.
 Profit is payable at monthly subject to adjustment on deceleration of actual profit rate
declared every half year.
 Profit is calculated on monthly products
 Zakat will be deducted on valuation dates of account.
 Profit is Paid/Credited in Account on half yearly basis in case of six monthly PLS
saving accounts.
 Statement of Account dispatched on half yearly basis after posting of profit.
 There is no restriction for withdrawals of amount and numbers of cheque.
Fixed deposits
Fixed deposits are those which can be withdrawn only after the maturity period.
In this type of deposits the Bank allows high rates of interest depending on the
time period of deposits. The shorter the period of deposits, the less will be the interest and
vice versa.
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1. Account Opening Department
In this department I have to learn how to open a new account of a customer. The HBL open
the different types of accounts. The opening of an account is the establishment of banker
customer relationship. Before a banker opens a new account, the banker should determine the
prospective customer’s integrity, respectability, occupation and the nature of business by the
introductory references given at the time of account opening. I already explain these
accounts. In order to open an account first of all the customer has to fill a form prescribed by
the bank. The person is required to bring some reference or introduction for opening the
account. Introducer may be a person who has an account with HBL. Some important
information regarding introducer e.g. the name and account number of the introducer is
written on the space provided on the specimen signature cards. Then in order to find out
whether he is a true introducer or not a letter is sent to him thanking him for this introduction,
so that anything wrong may come into notice. There are different requirement for different
types of accounts and account holders. An important thing is that the customer should have a
corporate customer. The corporate customer limit is 40 million and this branch always deals
the corporate customer.
Procedure of Account Opening

Duly filled prescribed A/C opening form.

Attested photocopy of N.I.C./Passport of Account Holder(s), Proprietor, Partners,
Directors and office Bearers as the case may be.

Certified true copy of the certificate of incorporation or registration (in case of limited
companies & registered bodies only).
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
Certified true copy of the certificate of commencement of business (in case of public
limited companies only).

Certified true copy of the memorandum and articles of association (in case of limited
companies).

Certified true copy of rules and regulations or By-Laws (in case of association etc.).

Certified true copy of the resolution of the Board of Directors/Managing
Committee/Governing Body regarding conduct of the account.
Procedure for Account closing
Any time the customer can close their account if he is not satisfy with the bank or may be
other reason. He can easily close their account. For closing of account the customer meets the
manager that he want to close his account .For this purpose the application is written to the
manager. The manager sing this application and this is submit to the account opening
department this department close the account of the custom.
Remittance Department
Remittance is a major function of the bank. It is the transfer of money from one place to
another place without directly involving cash. As it is the function of the Bank to the money
to any place where there is a Bank. It is the most easiest and safe way to send money to any
place. Bank charges menial amount as a commission for the remittance. Here in the Habib
Bank Limited Chubara Road Layyah Branch there is also remittance Department. By
providing this service to the customers the national bank earns a lot of income in “Exchange”.
There are two types of bills remittance:
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I)
Remittance Inward
II)
Remittance Outward
I.
Remittance Inward
Cheques and Drafts received for payment and clearance or drawn on us from customer of
other banks on behalf of their customers is called Remittance Inward.”
II.
Remittance Outward
All instruments issued by us, which are drawn on other branch of the same bank or
instruments deposited for collection from other bank locally or out of city are called
Remittance Outward”
There are mostly four methods to remit the money. They are

Demand Draft (DD)

Mail Transfer (MT)

Pay Order (PO)

Telegraphic Transfer.(TT)
Demand Draft (DD)
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It is the most commonly method used for remittance of money. It is very simple, firstly a
form is to be filled in which all details are specified that where and it which branch the draft
is to be sent then the money is depositor which is called draft and money can be drawn after
showing to the bank of the specified branch of the Bank. Only specified person can draw the
money on that draft. Another method to secure the payment of the draft could be the crossing
of the draft, which means that it will only be deposited in the payee's account. To make it
more secured and safe the Bank has coded the amount exceeding Rs. 15000. Only the banker
or the person known the actual amount of the draft in return bank gets a commission which is
its mode of earning.
Following parties are involved in demand draft:

Applicant

Issuing branch

Drawee branch

Beneficiary
A demand draft may be issued against the written request of the customer before issuing it
must be seen that the demand draft is in order.
The DD application must be scrutinized by the counter clerk in respect of following points.

There should be branch where payment is to be made.

Full name of payer should be mentioned.

Amount in words and figures must be same

The applicant on two places should sign application.
Mail Transfer (MT)
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The money is transferred through mail. One Branch of the bank sends advice to the branch of
the same bank to credit the account of payee. In this type of transfer the payee must has the
Bank account. For example, now days PTV's licenses are made all over the Pakistan. Bank
also gets commission on the mail transfers the amount to the PTV’s Islamabad account.
Pay Order (PO)
Pay order is less expensive method of transfer money. Normally this method is used to
transfer money inside the city. If it is used city wide, it takes a long time. The bank charge
Rs. 10 which is flat fee the pay order and an excise duty of Rs, 1 per leaf withholding tax of
20% on the sum is also taken from the party. Now if the pay order is to be cancelled or
duplicate of the pay order is to be needed is case of misplacement Rs.20 is to be paid.
Following parties are involved in pay order:

Applicant

issuing branch

Payee
Telegraphic Transfer.(TT)
It is a good safe and fast method of transferring money from one place to another. The advice
is sent through the telegram and the bank to which the advice is made reconfirms that
whether the advice is made or not. After the confirmation the money is paid to the payee.
Telegraphic Transfer could be made by giving the name and the telephone number of the
payee but account number is considered good and sage. The amount exceeding Rs.15000 is
coded in order to keep security.
Following parties are involved in TT
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
Applicant

Drawing branch

Drawee branch

Beneficiary
Following important things should be included in TT:

Full name of the beneficiary or account number should be mentioned in the
application form.

Instruction regarding mode of payment should be obtained.

A record in the remittance outward register should be maintained.

All the remittance must be controlled through number or codes.
2. Advances Department
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This department has been working under the supervision of knowledge experienced & well
qualified banker. Mr. Nadeem, who has been serving this bank for the last 22 years. This
department has been playing one of the primary functions of the bank because a bank is the
organizations that accept deposits & give advances. Advances department is one of the most
sensitive and important departments of the bank. The major portion of the profit is earned
through this department. The job of this department is to make proposals about the loans. The
Credit Management Division of Head Office directly controls all the advances. As we known
bank is a profit seeking institution. It attracts surplus balances from the customers at low rate
of interest and makes advances at a higher rate of interest to the individuals and business
firms. Credit extensions are the most important activity of all financial institutions, because it
is the main source of earning. However, at the same time, it is a very risky task and the risk
cannot be completely eliminated but could be minimized largely with certain techniques. Any
individual or company, who wants loan from HBL, first of all has to undergo the filling of a
prescribed form, which provides the following information to the banker.
Advances are investments of bank to earn profit. After restructuring of Habib Bank Limited,
Head office gives loan targets to each branch that must be achieved for its survival. The
manager is responsible to achieve these targets in the given period. The amount is collected
partially with an agreement containing the markup or interest rate, which is to be paid the
interest, or markup is applied on a time limit after that it can be increased with the given
conditions applied.
There are basically two types of loans.

Fund base

Non-fund base
Fund base
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In fund base the cash is involved.
Non-fund base
While is non fund base cash is not involved.
These are following types of advances those are given by the BANK.

Cash Finance (CF)

Running Finance (RF)

Machinery Loan.

International Development Agency Loan(IDA)
Cash finance (CF)
Cash Finance is the biggest loan given to the businessmen, industrialists, and its limit is in
crores and bank do require security for this purpose. After the proper investigation and
documentation these finances are given and genuine property is pledged as a matter of
security.
These loans are taken for the purchase of stocks etc. The bank appoints its staff of two or
three persons at the place where that stock is lying. Bank also keeps the record of the stock
and current position too. A notice is also written at the place that the stocks are pledged with
the bank. To get these types of loans prior permission from the zonal office of the Habib bank
is also required. The bank gets back its principal amount and also markup for the loan
Running finance (RF)
Running Finances are also given for the purchase of stock etc. But its limit is not too much.
Normally up to RS 15, 00,000 is given as a Running Finance and no staff is appointed. This
is termed as Hypothecation, which means that party is wholly liable for the stock and
payment of the principal amount and markup. The procedure is almost same as for the cash
finance and the loan is given to those parties which are able to prove its genuineness and
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satisfies the bank. The bank also pledges the genuine security of the party which normally
more valuable than the amount of loan. To get this type of loan prior permission of the zonal
office is necessary.
Machinery loan
Certain loans are given for the purchase of machinery. These loans are called Local
Machinery Manufacturing Loan (LMM LOAN). The bank finances for the machinery, which
is manufactured in Pakistan. Like other loans after the proper verification and proper
documentation.
With the prior approval from the zonal office, these loans are given. The bank pledges some
genuine property as a security. Personal security is also required in the getting of this loan.
The loan is to repay in certain installments which includes the mark-up also. Normally these
loans are for the period of five years and first six or three months are exempted from the
installments as the ease or as the terms and conditions may be. The rate of the interest to be
paid by the party is 8% per annum.
International Development Agency Loans.
These loans are given for the purchase of foreign machinery, stocks, etc.
Though these loans are not in practice but there is a provision for this loan. The cause of in
practicing of the loan may be the unawareness of the people about the provision.
The rate of interest on these loans is 11% per annum.
These finances are provided by the World Bank.
Principles of Advances
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There are five principles, which must be duly observed while advancing money to the
borrowers.

Safety

Liquidity

Dispersal

Remuneration

Suitability
Other Finance system of the HBL

Demand finance

Fixed assets financing (FAF)

House Finance

Hire Purchase Financing
3. Marketing Department
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Function of Market Department
The function of the marketing department of a HBL is to advertise about the bank and reach
more possible customer who would open accounts with the HBL. They usually start up the
campaign or a promotional scheme explaining a benefit that come along with the process of
account opening with the bank. Such a campaign usually results in the increase in the
customer’s base and increased the profit for the HBL.
Another important function of HBL is to use of the segmentation strategy, in it the HBL
divide the market into distinct group of buyers with different needs how might require It is
very important strategy which is applied by the operation marketing department in the HBL,
the Main focus of this selecting strategy is to spreading the market into different groups,
where the persons have comparable needs as well as wants for services and products.
The marketing department in HABIB BANK LIMITED is very strong. It is the main source
of gaining and maintains the customers that can give a large profit to the bank. There are five
relationship managers in Habib bank and every person is responsible for the credit of his
party. There are three market of HBL.
Money Market

T-Bill and Govt. Securities

Bonds of Provincial Govt.

Defense Saving Certificates

Mutual Funds etc.
Capital Market
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
Equities e.g. shares

Mutual Funds

Bonds

Debt Market
Foreign Exchange Market

Spot Transactions

Outright Transactions

Swap Transactions
Customer dealing
HBL corporate center only deal with the following categories of business:

The organization that have minimum 250 million sales in a year.

The organization that have availed 80 million finance

Agri based industry.

HBL do not deal with the agriculture sector.
4. Clearing Department
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The major function of clearing department is to receive the cheques, which are drawn on
some other banks. The customer can get the money in his account at Habib Bank Limited
through a cheque drawn on another bank. The bank accepts these cheques and collects the
amount from that bank on which cheques are drawn through the Clearing House. Bank
charges some commission for this function.
Every bank performs both as a paying as well as collecting functions on behalf of its
customer. It is however an important function of crossed cheques. A large part of this work is
carried out through the bankers clearing house. A clearing house is a place where
representatives of all the banks of a city get together and settle the receipts and payments of
cheques drawn on each other bank. As the collecting banker runs the certain risks in receipt
of their ownership, the law has provided certain protections to the banks. The basic function
of clearing dept. arises when HBL account holder deposits cheque of another back to collect
its payment on his behalf or HBL account holder gives a cheque to any other party
concerning to any other bank. Usually a cheque is sent through clearing is credited to the
depositor account day after tomorrow.
In this regard there are two types of clearings.

Inward Clearing

Outward Clearing
Inward Clearing
Inward clearing means all those cheques which are issued by account holders too their parties
and now these cheques are presented for payment (in term of amount of cheque credit to
presenter account).
Outward Clearing
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Similarly when outside parties issue some cheque to our account holders, they deposit these
cheques in cheque Receipts Department. Afterward these cheques, as relating to other banks
operating in country, are sent to clearing department or further process. Clearing dept. sends
these cheques to respective banks and after realization of cheque, funds are credited to the
account of respective customer. In this regard there are two types of clearing

Intra city clearing

Intercity clearing
5. Foreign Exchange Department
As the Pakistani currency accounts are opened the requirements are same for the foreign
currency accounts. All the transactions are made in the foreign currency in which the account
is opened.
6. Computer Department
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Through this department bank has make its way to enter in twenty-first century. This
department is playing a very important role in making the banking procedures fasters and
helping the bank for providing the new services to its customers. This division provided the
bank with online branches system to make the whole procedure fool proof.
Types of Branches:
There are three types of branches in all over the Pakistan.

Online Branches
The branches, which are directly, linked with the central computer AS-400 through wide area
networking through fiber optic cables. These branches have dumb terminal directly linked
with central computer. Yet only forty-four branches all over the Pakistan are online. Out of
forty-four, seventeen are located in Karachi, seven are located in Lahore, and two are located
in Islamabad and two in Multan and two in other regional offices.

Batch Branches;
The branches where all transactions are carried out with the computer based system but these
branches are not connected to the central computer with wide area networking. Batch
branches are using three types of system, Branch Back Office (BBO) based on FoxPro,
Branch Automated System (BAS) based on UNIX Branch Integrated System (BIS) based on
FoxPro, in Karachi mostly branches facing this problem. Now-a-days efforts are under way
to convert all branches into Electronic Banking System (EBS) which is used by online
branches as this system doesn't require a person to remaining sitting till the branch closed its
operation but the system automatically close itself when the branch time is over. The
database in head office is also on this system.

Manual Branches:
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The branches where all transactions are carried out manually and records are maintained on
registers. All branches in Pakistan report to their regional office regarding their daily
transactions. In RHO through online terminal data goes to head office central computer.
Except for branches those are online as they transfer their daily data directly through their
own terminal. As day-to-day, activities of all branches are recorded in a central computer.
5. Imports and exports department
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Exports
Introduction and registration:
Federal Govt. has empowered by Imports and exports act 1950 to regulator the import and
export in Pakistan. Being a developing country like other developing countries, Pakistan’s
imports exceeds than exports. To control this condition the registration order 1993 has been
made mandatory for the registration of import and export. Export promotion bureau has taken
the authority of registration. Any importer or exporter who has not granted with registration
will not be able to import or export any kind of goods into or out of Pakistan.
The requirements for getting registration are as under:

Application form.

Photocopy of I.D card.

Copy of memorandum and article of association (in case of limited company).

Ownership deed of office.

Fee payment.

Certificate of incorporation.

Applicant should regular taxpayer.
The most important exports from Pakistan are sports goods, surgical goods, hand noted
goods, textile goods, leather goods etc.
Export procedure:
The imports and exports act regularly changed by the government in each year under which
all the exports works. When the importer send the L.C to bank in respect to import or when
the L.C comes to the advising bank from the issuing bank then the concerned officer allot the
number to the L.C and get registered. The concerned officer write down the name of issuing
bank and the party name in a register and intimate the party about L.C. the exporter after
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receiving the L.C from bank will prepare the documents as per the L.C usually the following
documents have to be prepared by the exporter:

Bill of lading

Covering letter

E- Form

Bill of exchange

Packing list

Commercial invoice

Quota documents in case of quota country

Certificate of origin

Special custom invoice
Imports
Imports regulation
Government of Pakistan and ministry of commerce controlled the import under the import
and export act:
Categories of imports
Imports are classified into the following categories:

Commercial sector imports

Industrial sector imports

Public sector imports
Registration of importers
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Any individual should have to get himself listed with the export promotion bureau under the
act of import and export registration no of imports and exports act if he desires to approach
the bank for importing goods from overseas. He needs to complete the following conditions
before getting himself registered:

Nic number

National tax number

Member of registered association
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Sales Operation in HBL
Business activities and procedures has set by the Sales operation department which provides
help to HBL perform its functions effectively and efficiently The sales operation department
of Habib Bank Limited is organized to assess condition of the various branches. The sales
operation department entirely regulates the operations which are performed by the HBL.
Purpose and benefit of sales operation in the Habib Bank Limited
For banks to run successfully sales operation department is essential.
Bringing together the branches and customer is the core purpose of sales operation
Department. It saves time of the management. It’s a good symbol for the progress of HBL.
Through this progress we know that how much sales are made, and how much profit has
earned during this year by the branches of the bank.
Function of sales department
Attraction and retention customers are the core purpose of sales department in HBL. The
sales department in HBL is very dynamic it is always ready to works for the assistance of
clients.
Therefore it is said that sales activities are to be organized to encounter the customer demand
with suitable supply.
The 2nd function is to boost the sales volume of HBL in a specific time period. Providing
motivation through various methods to the sales force and giving proper training to them
which will be helpful for individuals to carry sales activities successfully. Analyzing the
demand of the market, study the psychology of customer, preparing the sales budget and
searching the new markets is the duty of the sales department of HBL.
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Sales Methodology
Sales policy is the accepting customization and proposal of the sales procedure exclusively
for the product being sold to the target customers and the degree of sales complexity; In sales
procedure there are numerous means to categorize suspects, gain their attention, raise their
interest, build their desire, move them to action and close the sales: Sales policy is the sales
technique which is used in the selling of products by the HBL.
The HBL practices the various methods for their sales. The HBL delivers the improved sales
to their customers so that customer should be satisfied with their goods and should remain
loyal to them permanently, The HBL use this sales policy to accomplish their desire outcome.
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Value of Investments in employee retirement benefits fund
The following is the value of investments of provident, gratuity, pension and benevolent
funds maintained by the Bank, based on the latest audited financial statements.
Particulars
Rupees in Million
Employee’s Provident Fund
8,224
Employee’s Pension Fund
3,620
Employee’s Gratuity Fund
1,146
Employee’s Benevolent Fund – Executive and Officers
997
Employee’s Benevolent Fund – Clerical and Non-Clerical
354
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Domestic Network
Name of Region
Number of Branches
Karachi South
66
Karachi North
76
Hyderabad
55
Sukkur
48
Quetta
37
Multan
95
Bahawalpur
54
Sahiwal
76
Faisalabad
93
Lahore
95
Sialkot
71
Gujranwala
65
Gujrat
66
Sargodha
74
Jhelum
74
Islamabad
116
Mardan
88
Peshawar
100
Mirpur A.K
51
Islamic Banking
33
Commercial
19
Corporate (Including K.E.P.Z)
12
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Suggestions And Recommendations
 There should be authority in every region which ensures efficient flow
of communication and its understanding.
 HBL should immediately take brave steps towards the welfare of experienced
Habibians. In this regard HBL has set best example
 The management should try to decrease job insecurity among the employees.
 Training program should be started for internees and newly appointed employees.
 The bank charges high service charges as compared to the other banks, so these
should be lowered down.
 Surveys must be conducted regarding customer satisfaction level and all employees of
this dept. should look forward to getting feedback whenever possible.
 Adding of value added features that offer competitive advantage is also a means
of avoiding customer dissatisfaction.
 It is strongly recommended that HBL should automate its branches and develop a
powerful computer network for on-line banking.
 Govt. should take keen interest to recover its bad debts, which can improve its
financial position.
 HRM department must have a proper plan for placement of employees
 HBL must give the proper attention toward increasing the customization. It should
establish a customer-oriented section in each branch for receiving him respectfully
and provide proper guidance that he requires.
 Along with the officers, the training must also be given to the clerical staff. Because
of HBL are running on manual system and the training of its staff directly improving
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their efficiency of work? Working conditions must be improved for employees. Upper
management should take decisions for promotion of employees on the basis of
professional justice. Internal politics and lobbies should be minimized.
 There is also a need of proper recruitment and selection program. New young talent
should be introduced to inject the new ideas.
 HBL major fault is that wasn’t keeping its pace with ongoing changing in banking
industry unlike other bank. Now this bank combining all it power and trying to
approach other banks.
 Latest reorganizing efforts are necessary to make it cost effective also making its
facility accordingly to modern banking. These must continue.
 Bank management has to put its all efforts to change the prevailing culture of the bank
and to put the foundation stone of business oriented culture in which employees give
important to the bank and its consumers.
 To attract the customer in the future HBL have to make extensive efforts to facilities
of retail and consumer banking. Plus the technologies in the banking, which will be
necessary for future banking is another week area, need to be stressed.
 The outlook and interior layout of the branches is another thing, which needs to be
improved.
 The procedure of taking services from the bank must be made easier and straight
forward not involving long difficult procedure for simple task.
 To remain in the market bank need to be vigilant in the eyes of customer. One-way is
through promotion efforts, so that people aware about he services of the banking and
any addition, which the bank as made in the portfolio of its services.
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Conclusion
HBL is clearly the first choice of everyone who believes in qualitative approach of banking
an environment of highly responsible people. Bank is enjoying a healthy market share and
taste of good status in terms of its operative features and customer support. HBL is clearly the
best bank operating in Pakistan. Corporate and commercial functions are distinguished
features of HBL experiencing a good reputation and reasonable mark up with respect to
prevailing market mark up with assurance of satisfaction and support. HBL has more
customers as compare to other banks, if they given proper attention to every customer then in
few years it will be the leading bank of the country (asset point of view)
Being a nationalized Bank, it has been facing the problem of pursuing the policies of the
govt. whether or not they are profitable for the Bank. The Bank had to undertake many
compulsory advances schemes which resulted in a situation where the Bank had to incur huge
losses. The yellow Cab Scheme and the Karobar Scheme are prime examples for that.
Moreover, the bank has to undertake many such services and functions which are not much
beneficial for the bank in monetary terms, but the bank has to perform those functions since
no other bank is ready to perform those functions, such as dealing the salaried accounts,
pension payment services etc.
HBL has revamped its structure in the recent past, and many revolutionary changes have been
brought in, but still the overall image of the bank is not very satisfactory. Especially, in the
field of Information Technology, the bank is lagging behind. However, recently the Bank has
contracted with a company of international repute to incorporate the latest, state of the art
computer infrastructure into the Bank, namely The Core Banking Application (CBA), which
would be the most advanced banking technology in the country.
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Customer service has been another prime problem of the bank. The bank employees don’t get
the enough room for dealing the customers the way the private banks deal. The reasons are
very obvious, that the clientage and the customer base of the bank is so vast that it hardly can
give the same level of service to all its customers, given the problems and regulatory
problems faced by the bank are there.
Given the strengths and the commitment level of the employees, HBL can easily out-class its
competitor banks, if some of the problems are removed, by working sincerely for the
achievement of the goals, such as bringing the branches to online mode, incorporating
computerized system, uplift of the branches appearance etc.
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