M.B.A (Finance 3.5 years)

ACKNOWLEDGEMENT

All praise to Almighty Allah, the most merciful and compassionate, who give me skills and abilities to complete this report successfully. I fell deeply indebted to all my teachers for provision of priceless and valuable cooperation and support. By the Grace of Almighty, the most Merciful, the most Beneficial, Im today submitting my internship report, at the end of my first pragmatic experience and Im glad to have it with UBL, where you come first, only if youre the customer. Thirst of learning is inside you, and whatever the environment, if youre willing to learn, you do. At UBL, I had a new, challenging, yet a perfect environment to learn. My parents prayers and their teachings were always with me and hereby I will like to take this opportunity to show my gratitude to all those who made my internship an adventurous outwit.Despite of the most hectic schedule, helped me so much. Im really grateful to Mr. Muzaffare Iqbal Malik for clarifying my concepts and making me learn from your experience. Whatever I learnt from you will definitely help me in my upcoming study and the professional life ahead. Thank you so much for being so co-operative and so helpful every time. I hope sir, I have been up to your expectations. In the end, Ill like to thank all my other collengues, Mr. Muzaffar , Mr. sadaq, Mr. irfan, Maam nusrat and all my other fellow internee here and in phalia branch, for their unconditional support and help in making me learn in a good environment. I would also like to thanks United Bank Limited for provision of valuable guidance and information. I found every one very co- operative and helpful for providing me the theoretical as well as practical knowledge about the function and operation of the bank.Last but not lest I would prefer to convey the credit Gujrat University Authorities without whome on time support and guidance it would be difficult for me to achieve this task successfully.

1. Table of ContentsChapters No Page NO1Introduction06

2Overview of the Organization07

2.1Brief history07

2.2Nature of the organization09

2.3Business volume09

2.4Number of employees09

2.5Product lines10

3Organizational Structure26

3.1Main offices26

3.2Organizational Structure27

4Financial Analysis29

4.1Marketing Strategy33

4.2Major Competitors of the Organization34

4.3Success and failure of different products of the organization in the market along with reasons34

4.4SWOT Analysis35

4.5Major HR Policies and Practices37

4.6FUTUREPROSPECTS43

5Overview of the Department44

5.1Number of Employees in Dept44

5.2Functions and operations45

5.3Short fall and weakness of organization46

5.4WEAK AREAS OF UBL47

6My Learning as a Student Interne47

7Recommendations & Conclusion59

7.1Recommendations59

7.2Conclusion60

8References61

DescriptionPage NoNumber of employees10

Organizational Structure Diagram27

Management hierarchy28

Income statement29

Financial Ratio statement table30

Profile Table44

1. INTORDUCTION

United Bank Limited (UBL) is one of the largest commercial banks in Pakistan having more than 1,220 online branches inside the country. Its 15 branches outside the country are in the United States of America, Qatar, UAE, Bahrain, and Republic of Yemen. It also has representative offices in Tehran, Iran, and Almaty, Kazakhstan. It owns subsidiaries in the UK (United National Bank Limited), and in Zurich, Switzerland. United Bank Limited was established on 7 November 1959. The first president of the UBL was Mr. I. I. Chundrigar. Most of the branches of Union Bank Ltd. Were merged into UBL to work as UBLs subsidiary.United Bank Limited is one of the larges commercial bank in the County. With almost forty six Years of good standing to its valued clients, UBL has stood the test of time, producing assets of over Rs. 300 billion. UBL has assets of over Rs. 300 billion and solid track record of forty six years in addition to the convenience of over 1056 branches serving you throughout the country and also at several overseas locations. UBL offer its services through a wide network of over 1056 domestic branches all over Pakistan and 15 overseas branches as part of global network.United Bank Limited started the operations on 7 November 1956 with its first branch namely McLeod Road Now I.I Chunrigar Road at Karachi. On 9th November 1956 the Gazette of Pakistan notified and included UBL in its list of scheduled banks operating in Pakistan. Today UBL has 1100+ Domestic and 15 Overseas Branches. The Bank continued its operations as private banking company until 31st December 1973 when it ws nationalized along with other banks operating in th country and other two Banks namely Pak Bank of former East Pakistan and Commerce Bank Limited were merged with UBL. On October 19th 2002, biggest event occurred in the history of UBL, when it was privatized. The government handed over the management of United Bank Limited, the third largest bank of the country, to the successful bidder Consortium Of Abu Dhabi Group (UAE) & Bestway Holding Limited (UK). The sale agreement for the transfer of 51% shares was signed by Privatization Minister Altaf M. Saleem and Bestway Holding, sheikh Nahayn Mubark Al Nahayan at a ceremony. This event was declared as a New Journey for UBL.On May 18th 2004, Atif Bokhari took over the charges as new Chief Executive Officer of United Bank Ltd from Amar Zafar Khan, who served UBL for more than seven years. In the view of highly impressive growth and development achieved during its 46 years of experience, UBL has come to be accepted as one of the most progressive and dynamic components of the banking industry in Pakistan.

2 Overview of the Organization

United Bank Limited (UBL) is one of the largest commercial banks in Pakistan having more than 1,220 online branches inside the country. Its 15 branches outside the country are in the United States of America, Qatar, UAE, Bahrain, and Republic of Yemen. It also has representative offices in Tehran, Iran, and Almaty, Kazakhstan. It owns subsidiaries in the UK (United National Bank Limited), and in Zurich, Switzerland.

2.1Brief history:It begun with a vision, a vision of unparallel progress and unmatched excellence true to the spirit of the era! November 7th 1959, Pakistan witnessed an event that would change the way we banked forever. It was not just the inauguration of UBLs first branch at I.I. Chundrigar, it was also the birth of the culture of service, a culture of innovation and a culture of financial excellence!By june 1960, shortly after six months of opening its doors to the public, UBL had branches in: Karachi Dacca Lahore Lyallpur Chittagong and Narayanganj

In 1963, UBL became the first bank in Pakistan to have a branch overseas- on William Street in London, United Kingdom. True to our promise of providing service and care beyond the ordinary to our customers, UBL and You have had a history. The first saving scheme for school going children was launched as early as 1960 or the formation of Pakistans first Staff College of employees in 1964, UBL, through the motivation of its staff and the trust of hits customers, continued to grow at a spectacular pace. In 1967. UBL had hit the dawn on information in terms of technology, by introducing computer banking to Pakistan and in 1971, UBL once again paved the way by launching 3 online branches in Karachi. The newly formed state of Pakistan was witnessing the boom of industries and commerce cannoned by a bank that believed in the potential growth of Pakistan. Small wonder then, by 1978, UBL had a pledged economic department, had acquired two international banks. UBL also launched supervised credit and small loan schemes for small to medium sized firms as well as agriculture and had made for itself, a strong interntional presence for we had branches in 4 continents.Throughout its history, UBL had kept pace with- and often exceeded the changing needs of changing times. Keeping the tradition of innovation alive, UBL introduced Pakistans first credit card, the UNICARD in 70s and left its mark by launching the Pak Rupees traveler cheques in

1971. Staying true to its roots, UBL was also the first bank to have an Islamic banking division and the first to introduce e-banking facilities at Hajj.In the 1990s the government of Pakistan decided to change the face of banking by creating a blueprint to privatize UBL. At this point, financial experts were called on board to set the bank back on course, and with implementation of relevant changes, the government privatized the bank in the year 2002 Best way and Al Ayaan collaborated, forming the cornerstone for the UBL of tomorrow.Today, UBL opens its eyes to a new vision every day, a vision of resurgent excellence and renewed commitment to our customers. 52 years into our glorious history UBL is now part of one of the worlds largest financial services groups.2.1.1 VisionTo be a world class bank dedicated to excellence, and to surpass the highest expectations of our customers and all other stakeholders

2.1.2Mission Set the highest industry standard for quality, across all areas of operation, on a sustained basis Optimize people, processes and technology to deliver the best possible financial solution to our customers Become the most sought after investment Be recognized as the employer of choice2.1.3 Core Values Honesty and integrity Commitment and dedication Fairness and meritocracy Teamwork and collaborative spirit Humility and mutual respect Caring and socially responsible

2.2 Nature of the organizationUnited Bank Limited is incorporated in Pakistan and is engaged in commercial banking and related services The Bank operate 1371 (1999: 1398) branches in Pakistan and 19 (1999: 19) branches outside Pakistan. The UBL is under the ownsership of two very strong (financially) group (The Abu Dhabi Group & the Best way Group) and The Deputy Chairman of the UBL is Sir Mohammad Anwar Pervaiz who is the leading role of Best way Group. So UBL is acted as a centralized bank. In 1986, the organizational structure of domestic operations of the bank was reformed and decentralized on the basis of provinces. As a result provincial headquarters were established at Karachi, Lahore, Peshawar and Quetta in order to meet the needs of sanctioning loans and other facilities to the trade, industry and agriculture of each province. Azad Kashmir was serrated from NWFP and made separate region. UBL is a commercial bank. Commercial Banks have constituted the most important [part of the intuitional credit in the economy of Pakistan Being the largest source of credits, Banking Industry is a pivot of whole the economic activities in Pakistan.3 Business volume.

UBL has a large network of branches, which extends to the remotest areas of the country. In December 1983, there were 1623 branches whereas in 1974 it had only 1238 branches and in October 2003 these figures show total number of 1007 branches UBL has been very active in increasing its overseas branches network. The first foreign branches were established in London in 1963. Now UBL has branches in Bahrain, Qatar, Saudi Arabia, United Arab Emirates, Yemen Arab Republic, UK Switzerland, Egypt, Oman and The United States. These branches are playing a significant role in channeling home remittances and foreign trade of Pakistan.Subsidiaries:UBL has four subsidiaries, namely:Unites National Bank Limited (UNB), UKUnites Bank AG (Zurich), Switzerland

2.3 Number of Employees

In Phalia branch the following figures of the employee works in different departments of UBL (United Bank Limited).

DepartmentNo. Of Employees

Admin2

CAD5

Operation3

Accounts2

Marketing3

IT2

Total17

2.4 Product linesUBL has taken progressive steps and has introduces innovative products to borrower and service to provide the variety of banking and financing services. The following products are offering by UBL. Consumer produced: UBL Address UBL Business Line UBL Cash Line UBL Credit Cards UBL Drive UBL Money Commercial Banking: Deposit Product Insurance Certificate UBL Net banking UBL e-statement

Consumer Produced:Consumer LoanHome Loan Facility:

UBL Address empowers you to become the proud owner of a home by offering a variety of product and pricing options that are flexible yet affordable. So choose the best product option and pricing to suit your needs.

Business Financing Loan:UBL Business Financing facility, you can now take your business to greater and newer heights, and achieve the level of success that you truly deserve.

Running Financing Facility:UBL Cash line is aimed to make your life easierZINADGEE ASSAN. Whether you are salaried individual or a business man.Auto Loan:UBL Drive is a unique auto financing product which offers you features, options and flexibility UN matched by any other bank, because at UBL, you come fits

UBL SilahMila:UBL has designed a campaign for the first time in Pakistan to acknowledge and reward customers who have shown excellent performance in their loan repayments with other banks.

New Car Financing :UBL Drive allows you to drive away in your own car by making a down payment of just 15% and to top that with low monthly installments.

Used Car Financing :With UBL Drive you can buy favorite used car (up to 5 years old) at the most affordable rates.

Cash Your Car :UBL Drive is not a car loan; its financing facility that gives you Cash on your car, you can get up to 75% of your car value.

UBL Money:UBL money, the personal installment loan from UBL provides you with power, Control convenience and the flexibility to mange your financial requirements and realize on your dreams.Its about buying new furniture or marriage expenses, financing the education of your child or enjoying vacations abroad! UBL Money caters your needs handsomely. You can borrow any sum between 50,000 to 500,000 (PKR) and payoff up till 5 years. We know what you need at what time. Just give us the opportunity and let us serve you best.

Card Products:

UBL WizUBL Wiz is Pakistans first ever Prepaid VISA Debit Card that provides the convenience, security and benefits of an ATM and Debit Card, locally and internationallyUBL Mega WalletA revitalized and colorful design beckons you to a mega experience of power and rewards. Every time you use your card to withdraw cash or conduct transactions, you will be rewarded with points that can be redeemed for exciting gifts.

UBL Credit Card Welcome to the world of UBL Credit Cards, the most exciting and vibrant credit card brand in Pakistan. We offer you a range of innovative and exciting cards.

Deposit ProductsOur deposit product portfolio offers an eclectic mix for all types of financial requirements. Whether you are an individual interested in opening a savings account, or a businessman wanting to maintain a foreign currency account, or a small business with a requirement of a business account for your daily transactions, our deposit products offer you the range you require.

UBL Business Partner UBL Business Partner Plus Rupee Transactional Account UBL Uni Flex UBL Uni saver Certificate of Deposit Foreign Currency Savings Foreign Currency Term Deposits Receipts Regular Term Deposits Receipts Special Notice Deposits Receipts UBL Basic Banking Account UBL First Minor Savings Account

PLS UniSaver Plus:Big amounts earn you big; but with PLS UniSaver Plus, we make it bigger for you. With deposits starting from Rs. 25 million, we offer 500% but more you put in, more profit rate will we offer.

Avg Balance per monthProfit Rate*

Rs. 25 million5.00%

Rs. 25 million to Rs. 100 5.10%

Rs. 100 million to Rs. 250 million5.20%

Rs. 250 million to Rs. 500 million5.30%

Above Rs. 500 million5.50%

*Profit rates are for the month of July only

UBL UnifFlex:

Have couple of thousands spare? Come invest in our UBL UniFlex Accounts, we will make you earn handsome.

AmountProfit Rate

1000-500007.0%

50001-1000007.25%

100001-2000007.5%

With UBL UniFlex, we serve you with fix profit rates at maturity.

E-Transaction (Current Account):In the era of glooming computerization, even Chicago, Tokyo, Sydney, all are seconds away from you. Internet has turned distance into time, and we have turned your account into a shear pleasure. Now sitting at home, or at office or anywhere in the world, we offer you a wide spectrum of world-class electronic services and banking products each time you log in. Use your account like a regular account plus use the premium Internet & Mobile banking services for Instant Fund Transfers, Instant Shopping, Instant Bill payments, Instant Mobile top ups, Alerts, Statements and much more. You love surfing, come surf with UBL.

UBL Business Partner

Over 1200 Online Branches In more than 400 Cities Your Account in every one of them to us reliability means unmatched accessibility, convenience and freedom.

Unlimited Real Time Online BankingAccess your account from over 1200 online branches in over more than 400 cities all across Pakistan for unlimited online transactions. With UBL Business Partner, Your account moves with you. Wherever you go, we will follow. Enjoy total convenience at any online branch with.

Instant Cash Deposits & Withdrawals Country Wide Instant Funds Transfer Issuance of Pay Order, Demand Draft & Telegraphic Transfer Instant Cheques Clearance for all UBL Cheques Speedy clearing and collection of any non UBL cheque in any Online UBL branch Statement of Account Issuance / Balance Inquiry / Stop Payment of Cheques.

UBL Business Partner Plus

The UBL Business Partner Plus is a unique product with multiple benefits. It is a specialized current account, which aims at providing the necessary tool for individuals, traders, businessmen and commercial customers to transact their bank related business activities nationwide through a single platform.

On maintaining a monthly average balance of Rs. 25,000 or more, avail a host of free services including: Unlimited number of cash withdrawal & deposit transactions through any UBL branch. Unlimited number of UBL cheque deposit transactions through any UBL branch Unlimited number of online funds transfers transaction country wide. Wallet VISA Debit Card (Sliver / Gold) issuance. Unlimited number of Cashiers Cheque. Issuance of cheque book. Cancellation of Cashiers Cheque. Cheque returned unpaid from payees account in outward clearing. Clean Bill for collection. Duplicate Cashiers Cheque. Duplicate account statement. Issuance of Rupee Travelers Cheque (RTC). Transaction SMS.Rupees Transactional Account

If you choose to keep a deposit in a secured savings account which also gives an attractive rate of return, then UBLs PLS Saving Account will serve all your financial needs. By keeping your deposits in UBLs PLS Savings Account you can also avail the following services:

Special features are No limitation on withdrawals Share of profit is credited on half-yearly basis Profit is calculated on minimum monthly balance UBL offers free accidental and permanent disability insurance of individual and joint account holders

UBL UniFlex

UBL has introduced a checking account ideal for rate conscious individuals, traders, organizations, monthly savers and customers who want transactional flexibility.You can now afford an amazing rate of return, plus value added benefits only available from the UBL UniFlex PLS Savings Account.

Remarkable rate of return Convenience of a cheque book Power of Wallet VISA ATM / Debit Card Online Banking Facility

UBL Uni Saver

UBL UniSaver Account is an innovative way of serving your banking needs. Be it trade, business or personal finance, the UBL UniSaver allows you maximum flexibility, yet gives you optimum returns.

Special Features are:

Innovative and flexible checking account Attractive rates of return Profit is calculated on monthly average balance Profit payment is on six monthly basis Higher returns on higher balances Backed by the bank awarded AAA Credit Rating

Certificate of Deposit

Now you can earn a higher income on your surplus cash by investing it in Certificate of Deposit which helps you earn extra income with your hard earned money, while providing absolute trust and security.

Two Types of Profit Payment Options:

Profit Payment at Maturity Monthly Profit PaymentStable & High Rate of Return:

Avail one of the best and most stable rates of return by investing in CODs.

Wide Choice in Tenor of Deposit: 3 month to 10 Years!

You have the convenience of investing your money for the duration of your choice: anywhere form 3 months to 10 years.

Security

UBL understands the value of your hard earned money and continues to deliver on the promise of safety and security. UBLs A+ credit rating by PACRA ensures a secured investment for your money.

Easy Available Financing

You can take a loan against CODs for both your short and long term financing needs. You can avail financing up to 90% of your deposit at a very nominal cost, allowing you to earn high profits and still have the liquidity to meet your financial needs.

Easy Availability

UBL Profit CODs are available across the nation at 1200 online branches in more than 400 cities across Pakistan. Simply walk into your nearest online UBL branch and make a smart investment through Certificate of Deposit (COD).

Free Insurance Coverage

All COD customers shall also be eligible for the UBL Accidental Death and Permanent Disability Scheme.

Other Services: UBL Net Banking UBL e-statement Hamrah UBL Wallet

UBL Net Banking: UBL Net Banking is an internet banking portal offering a simple, convenient and secure method of accessing bank accounts on the internet. Its never beings so easy to access and manage your finances in a secure real-time, online environment

UBL e-statement:

UBL is pleased to announce the launch of the UBL e-statement facility which it easier for you to get your statement of accounts and automated transactional debit/credit alerts right into you inbox.

Hamrah: UBL has always been adding the forefront in identifying and meeting the financial needs of its valued customers. UBL was a pioneers an introducing Rupee Travelers Cheque facility in Pakistan, as early as 1971. In continuation of the same tradition, UBL in the shape of, HAMRAH Rupee Travellers Cheque enhances this facility for the convenience of its valued customers by offering denomination up to Rupees 10,000.UBL has a 24 hours customers help-line, providing its customers with round clock tele-verification of HAMRAH Rupee Travellers Cheques.

UBL Wallet: UBL Wallet VISA as your debit card, you can shop all you want, eat all you can or fill up car without carrying any cash.

Foreign Currency Savings:

If you wish to make a secured long term foreign currency investment, UBLs Foreign Currency Term Deposit Receipt is a smart choice, just make an investment and see your deposit grow over time.

Special features include:

Choose form different range of currencies i.e. US Dollars, British Pounds, and Euros etc. Term deposits in foreign currency are offered for the following periods of maturity with variable rates of return: (1) Three Months (2) Six Months (3) Twelve Months There are no cash handling (Cash Deposit & Cash Withdrawals) charges form the customers Avail different attractive rates depending on the currency you choose Get the pleasure of availing the best rates of return in the market Flexible options of rollover or renew the TDR at the time of encashment Avail the services and facility of 9 5 nonstop full service banking in all foreign currency handling branches UBL offers the widest reach across the country with an increasing number of more than 400 foreign currency dealing branches You can withdraw funds in either foreign currency or in Pakistan Rupees, whatever your requirement may be Zakat exempted For all FCY Term Deposits, fixed rate of return on booking months rate Special Rates available from the USD 500,000 and above or equivalent UBL offers free accidental and permanent disability insurance to individual and joint account holder

UBLs Foreign Currency Term Deposit Receipt:

If you wish to make a secured long term foreign currency investment, UBLs Foreign Currency Term Deposit Receipt is a smart choice, just make an investment and see your deposit grow over time smart choice, just make an investment and see your deposit grow over time.

Special features include:

Choose from different range of currencies i.e. US Dollars, British Pounds, and Euros etc. Term deposits in foreign currency are offered fox the followings periods of maturity with variable rates of return: (1) Three Months (2) Six Months (3) Twelve Months There are no cash handling(cash Deposit & Cash Withdrawals)charges from the customers Avail different attractive rates depending on the currency you choose Get the pleasure of availing the best rates of return in the market Flexible options of rollover or renew the TDR at the time of encashment Avail the services and facility of 9 5 non stop full service banking in all foreign currency handling branches UBL offers the widest reach across the country with an increasing number of more than 400 foreign currency dealing branches You can withdraw funds in either foreign currency or in Pakistan Rupees, whatever your requirement may be Zakat exempted For all FCY Term Deposits, fixed rate of return on booking months rate Special Rates available form for USD 500,000 and above or equivalent UBL offers free accidental and permanent disability insurance to individual and joint account holders

UBLs Term Deposit Receipt:

You wish to make a secured long term investment, UBLs Term Deposit Receipt is the smart choice, just make an investment and see your deposit grow over time. By investing in UBL Term Deposit Receipts:

Special features include:

You get an attractive rate of return Your profit is paid monthly on a floating rate based on money market conditions You have the flexibility to choose from a wide range of tenors You can avail the Rollover or Renewed option at any time before encashment You can get your TDR en-cashed at any time before maturity period Avail different attractive rated depending on the tenor you choose Get the Pleasure of availing the best rates of return in the market Avail the services and facility of 9 5 nonstop full service banking in all UBL branches ( over 1000) across the country UBL offers free accidental and permanent disability insurance to individual and joint account holders

Special Notice Deposit Receipts

If you wish to park funds for a short term period then UBL offers Special Notice Deposit Receipts (SNDR). Special Notice Deposit Receipts are daily profit products with fixed notice period (7 Days and 30 days) and periodical profit payouts, governed under the rules of the profit and loss sharing (PLS) system.

Special features are:

Attractive rates of return Secure investment Profit will be disbursed on a half yearly basis Availability of options to invest funds for 7 days and 30 days SNDR can be en-cashed at any time before maturity period SNDR can be issued through a checking account UBL offers free accidental and permanent disability insurance to individual and joint account holder

UBL Basic Banking Account

To accommodate the banking needs of low income group, United Bank Limited is pleased to launch the UBL Basic Banking Account Scheme (UBL BBA) form February 25,2006 across its branch network all over Pakistan. This is primarily aimed toward helping the low income group to benefit form the banking service without having the pressure to maintain specific balance amount with the banks. Find below basic product features of the Product:

Special features are:

The minimum initial deposit at the time of account opening is to be Rs. 1,000/- Basic Banking Account will be a current account There is no minimum balance penalty on UBL BBA accounts, however all accounts having nil balance for a continuous six month period shall be closed All Business Partner waivers allowed if minimum balance requirement condition as pr SOC is met by the account holder Maximum of two deposit and two withdrawals (cash or clearing ) per month are allowed free of charge. However, any transaction (cash or clearing) after those mentioned above will be charged a flat fee of Rs. 50/-, in addition to the regular charges of services as per SOC. This charge will be system generated end of day, once the customer exhausts his free transaction limits BBA customers will be allowed unlimited free ATM withdrawals from UBLs own ATMs. However, withdrawals from other banks ATMs will be charged as per the existing SOC (currently Rs. 15/- per transaction). Annual fees including issuance and renewal of ATM card will be charged as per existing SOC All other banking services provided will be charged as per the prevailing SOC The statement of account will issued once a year for UBL BBA customers in June. Issuance of duplicate statement will entail a charge of Rs. 50/- as per SOC Like the regular Current accounts, UBL BBA will also be Zakat Exempt accounts Any existing customer wanting to convert his/her checking account into Basic Banking Account can do so by giving a written application to the Branch Manager upon which existing account will be closed and a new UBL BBA account will be opened and a new account number will be provided to the customer after due account opening procedures, including submission of CNIC, if not provided earlier. The deposit in the previous account will be transferred to the newly opened UBL BBA. Charges for closing any existing account shall be recovered as per SOCs

UBL First Minor Account

UBL First is a savings account opened on behalf of a child in the name of the father or mother or a court-appointed guardian and the minor. UBL First is designed especially for children and aims at becoming every childs first bank account, helping inculcate a savings habit. It is tailored to meet a childs future financial needs in a planned and convenient manner.

Special features:

Every account holder is entitled to a welcome pack Two VISA ATM Debit Cards are provided; one is a specially designed UBL First Pocket-Money Card (complimentary) for the withdrawal of profit from the linked account. The other is a standard UBL Wallet VISA Debit Card (optional) this allows you to withdraw money from the principal account Account Opening, birthday and account anniversary surprises Free E-statements The account holder is entitled to value added services that include Internet Banking facilities Free Accidental Death & Disability Insurance coverage upto Rs.2.5 million (conditions apply) will be provided to father/mother/court-appointed guardian No minimum balance penalty levied on the account

UBLs Priority Banking service:

Signature, UBLs Priority Banking service is uniquely designed to meet the highest expectations of our high potential, high net-worth clients; wherever you may be. Launched as an independent brand, Signature offers focused and personalized Wealth Management Services for selected, high net-worth individuals in a completely secure and congenial atmosphere. Being preferred customers, our clients will be given exclusive benefits, free services and a range of value added facilities.

Retail Assets ProductUBL offers a diverse mix of agriculture based financial products. Financing is available for all seasonal crops across Pakistan. UBL Agriculture Finance aims to facilitate farmers via production and development loans-with flexible tenors and large amounts. There are also available Non-Farm loans for livestock and fisheries financing. With an extensive branch network across Pakistan and especially dedicated branches UBL Agriculture Finance is within easy reach. UBL also provides loans under the Small Business Scheme to individuals who wish to set up their own small business. These loans are on easy terms and aim at spreading prosperity throughout Pakistan by reducing unemployment.

Other Retail Product

UBL has taken progressive steps towards introducing innovative products and services to provide its customers as varied a range as there are financial needs. The UBL product portfolio is diverse and caters to the financial requirements of customers at all stages of the spectrum.

Whether catering to the Insurance requirements of a concerned parent through UBL Better Life Banc assurance products or a fulfilling the payroll requirements of a small business owner via UBL Pay Partner our charge remains the same customer requirements are paramount. There are available, multitude product options for the discerning customer and every possible financial need is catered to through efficient and pleasant service.

Corporate Banking

Furthermore our vision and mission advocate we continually strive to ensure that new products and services are introduced continuously to provide for all financial needs of all customers present and future. Our mission is to serve all your corporate needs and ensure your full satisfaction through product innovation, personalized banking, and top notch service. The CBG department of UBL defines corporate banking is Pakistan. Amongst the local banks UBL CBG is the pioneer in providing innovative solutions to its diversified and satisfied customer base. UBL CBG is considered to be a major player in the financial market of Pakistan. The Corporate Banking Group focuses on attracting and servicing large portfolio customers. Our forte is providing exemplary customer service using the Single Window concept and product superiority. The Relationship Management team manned by highly qualified individuals form the industry has steadily expanded our customer base and continues to enhance our cordial relations with our esteemed clients.

Despite the sluggish economic growth in recent years, UBL outperformed all the other local banks in the corporate banking sector primarily due to CBGs emphasis on establishing and enhancing relationships with foreign/local blue chip and middle market customers thereby capturing significant market share.

UBLs appetite for large exposures coupled with dedicated Structured Finance Unit, and an innovative team of professionals having extensive experience of Corporate Banking gives it the right platform to succeed in todays competitive and a demanding environment.

The success of CBG has been established from the fact that UBL received the No. I Euromoney 2000 Best Local Bank award and recognized it to have out performed all other banks. In year 2000, UBL was also voted as the best Corporate Bank by the customers of a major foreign bank in a survey. Aggressive marketing combined with professionalism has led to an increase in UBLs market share with top corporate customers and in some cases replacing Foreign Banks. Presently, its portfolio includes the quality names in the country, which were initially confined to foreign banks only

UBL Investment Banking:

Established in 2002, UBL Investment Banking Group is one of the largest and most experienced investment banking group in Pakistan. We are the only Pakistani commercial bank with an investment=banking desk in the GCC region. A dedicated specialist team of 19 investment bankers, with diversified academics and experience in Pakistan and UAE, has the expertise of cater to the needs of both domestic and regional clientele.

With an award wining team, UBL Investment Banking Group possesses diversified industry experience, exposure to a wide array of landmark transactions and knowledge of broad range of products resulting in top-notch deal execution to provide quality investment banking services to its clientele. Our well established deal execution and distribution experience is evidenced by successful closure of over 161 debt and equity transactions amounting to USD 14,559 million during 2003 2010.

Omni-Branchless Banking

UBL Omni now brings a host of banking services to your nearest Dukaan. UBL Omni Dukaans are located in more than 600+ cities and towns across Pakistan. This is a major milestone in the evolution of banking that will reshape the traditional banking model by offering basic banking services across urban and rural Pakistan, well beyond the regular branch networks of banks. Customers across Pakistan can now open a UBL Omni bank account at any UBL OmniDukaan of their choice, whether close to their home or place of work, by using their CNIC number and mobile phone number their mobile phone number will effectively become their bank account number irrespective of which service provider they use. UBL Omni account holder will subsequently be able to deposit and withdraw cash, make utility bill payments, send or receive money, purchase mobile card vouchers, make postpaid mobile bill payment and much more by using diversified array of convenient channels which includes UBL Netbanking/.WAP, SMS, Contact Centre or ATM. No longer will they have to visit a bank branch to conduct their basic banking transactions nor will they be limited by standard banking hours. People without a UBL Omni bank account will also be entertained at a UBL Omni Dukaan where they can make utility bill payments, send or receive money, purchase mobile card vouchers and make postpaid mobile bill payment.

UBL Net Banking

UBL net banking offers you a simple, convenient and secure way to manage your bank accounts 24/7 from anywhere in the world. UBL net banking is the most trusted Internet Banking portal in the country primarily because of its uniquely strong security features and an attractive list of transactions and activities available. With UBL netbanking, you can view all your deposit, credit card and loan accounts. You can pay your utility bills, mobile phone bills, buy prepaid vouchers, invest in UBL Funds, transfer funds to any UBL account holder or any I Link member bank account in Pakistan. You can also view cheques-in-clearing, manage your ATM card and shop online at our various partner stores in Pakistan, all from the comfort of your home. UBL also offers you the power and convenience of using netbanking on your Mobile phones through Wireless Application Protocol (WAP) making your account more accessible than ever before

HAJJUBL also Sponsorship Scheme has been merged into the Regular Scheme. Intending Hajjis in this Scheme can opt for government accommodation or for private accommodation. All the pilgrims under Regular Scheme will deposit full amount of Hajj dues in Pak Rupees along with the Hajj Applications Forms. This year 120,000 pilgrims will be allowed to perform Hajj under Regular Hajj Scheme.

3 Organizational structure3.1 Main Offices:Representative Offices Iran, Kazakhstan, ChinaRegistered Office: 13 Floors, UBL Building, Jinnah Avenue, Blue Area Islamabad, PakistanHead Office State Life Insurance Corp Building#1,I.I. Chundrigar Road, Karachi, Pakistan P.O. BoxNo.:43063.2 Organizational Structure:MR and Sheikh Nahayan Mabarak Al Nahayan Chairman and Sir Mohammed Anwar Pervaiz. OBE HPk is the Deputy Chairman . Atif R. Bokari is the president and CEO of the UBL Omar Zaid Al Askari is the Chairman and Chief Executive Officer of United Technical Services and Mr. Zameer Mohammed Chaudhary has been a Member of the Board of Directors, Mr. Seerat Asghar has been a member of the board of director Mr. Rana Assad Amin is also the member of the Board of Directos.

3 Financial analyses:Balance Sheet:ASSETS201020112012

Cash and balances with treasury banks727,10867,461,66898,86,779

Balances with other banks 166,78218,192,14220,198,245

Landings to financial institutions?74,94912,384,77815,40,558

Investments1,634,995224,578,556324,600,674

Advances4,151,336318,673,884401,700,900

Performing146,773342,663,339400,700,500

Non-performing net of provision4,298,10915,058,28817,150,800

Operating fixed assets281,73822,424,07245,700,098

Deferred tax asset net 7,7141,298,4031,398,500

Other assets211,13818,713,18819,800,200

7,602,533698,784,979985,900,1098

REPRESENTED BY:

Share capital11,128,9072112,241,79815,300,800

Reserves18,959,53721,688,63725,700,700

Inappropriate profit22,187,80226,250,48930,300,598

Total equity attributable to the equity holders of the Bank52,276,24660,180,92475,187,987

Minority Interest60,936,72368,415,06570,500,098

Surplus on revaluation of assets net of deferred tax8,660,4778,234,1419,245,145

4.1 F INANCIAL RATIO ANALYSIS:The user of financial statements finds it helpful to calculate ratios when they interpret companys financial statement. A financial ratio is simply one quantity divided by another. Ratios focus on special relationship between two items of balance sheet, income statement or one from each. Rations make it easier to understand a specific relationship between various items of financial statements then looking simply at the raw numbers themselves. The number of financial ratios that might be created is virtually limitless, but there are certain basic ratios that are frequently used, these rations can be placed into six different classes. Liquidity Ratio Asset Turnover Ratio Leverage Rations Coverage Rations Profitability Ratios Market Value Ratios

The calculation and interpretation of these rations of financial statements of UBL are as follows

YEARS200920102011

Current Ratio0.840.911.15

Asset Turnover0.070.060.04

Debt to Asset 0.990.94093

Debt to Equity14.5414.413.47

Coverage Ratio0.11.153.34

Gross Profit Margin44.65%52.50%79%

Net Profit Margin-65.12%12.69%30%

Return On Investment-4.43%0.76%1.24%

Return On Equity-887.99%16.78%18%

Advances to Deposit56.46%46.74%45%

Investment to Deposit

Cash Ratio

4.1.1 CURRENT RATIO:UBLs current ratio is increasing over the time. Higher the current ratio higher the ability to meet the short-term obligations as they come due. The UBLs current ratio is increased by 0.18% as compared to 2010 this in turn decreases the risk of insolvency. The changes is occurring due to increase in short term investment and decrease in short term borrowings.4.1.2 ASSETS TURNOVER:This shows revenue generated per rupee investment in total assets. UBLs assets turnover ratio has shown a little decrease. This is because of increase in total assets with proportionate increase in revenue. Banks have relatively low ATR capital, as they are selective in advancing loans and generating smaller sales.4.1.3 DEBT TO ASSET RATIO:The analysis of total dept to assets ratio, there has been decrease of one percent as compared to 2010 and 6% to 2009. In 2009 every rupee one of assets was being financed by rupees 0.098 or dept and in 2010 it is 0.94 while in 2011 it is reduced to 0.93 worth of dept per rupee of asset. Although the decrease is not large enough but it is a good sign for banks creditors. The decrease may be attributed to the substantial decrease in borrowings from financial institutions but the affect was weakened by an increase in bills payable and other liabilities.4.14 DEBT TO EQUITY:This ratio measures how the company is leveraging its debt against the capital employed by its shareholders. Analysis of debt to equity ratio indicates that the current position for the debt to equity is that for every one rupee in equity provided by the shareholders the bank has Rs. 13.5 as a debt. This shows that the bank is heavily relying on debt financing. The reason for huge difference stated in the table is because of losses occurred in 2009 and 2010.4.1.5 COVERAGE RATIO:This ratio shows the number of times a company can cover or meet its financial charges or obligations. One of the most commonly used ratios is the interest coverage ratio that measures the number of times that income is available to pay interest charges. The UBL interest coverage ratio has shown significant improvement in these three years. The ratio is increased from 0.10 to 3.34.

4.1.6 GROSS PROFIT MARGIN:Gross profit margin is the difference between the revenue and cost of goods sold. Gross profit is critical because it represents the amount of money remaining to pay operating expenses financing cost and taxes. UBLs gross profit margin per rupee has shown rising trend in last three years. There is an increase of 27% in 2011 as compared to 2010. This shows efficiency of the bank of control the cost of sales.4.1.7 NET PROFIT MARGIN:This ratio shows the profit that is available from each rupee of the sale. After all expanses have been paid. Net profit margin is also showing an increasing trend. UBL has improved net profit margin in the current year. The net profit margin has reached to 30% as compared to 2010 in which it was only 12.69% While in 2009 it was in negative figure. It shows a good impact on the UBLs Balance Sheet.4.1.8 RETURN ON INVESTMENT:This ratio measures the profitability per rupee of investment in assets. UBLs return on investment has shown an improvement more than 100%. In 2011 the ration is 1.24% while in 2010 it was 0.76% and in 2007 it was in ive figures. Although the assets have increased but the operational recovery of the bank is main cause of increasing this ratio.4.1.9 RETURN ON EQUTTY:This ration shows the profit as a proportion of the book value of the common shareholders. The return on equity is also shown a great deal of positive change. In 2011 the ratio is 45% while in 2010 it was only 16% and in 2009 it was in negative figures.4.1.10 ADMVANCES TO DEPOSIT RATIO:This ratio shows the companies advances employed per unit of deposit. This ratio of UBL over the recent three years shows a decreasing trend. In 2009 it was 56% while in 2010 it was 46% and in 2010 it is 45%.

4.2 INVESTS TO DEPOSIT:This ratio shows the companys investment employed per unit of deposit. This ratio increased in 2010 as compared to 2009 but in 2011 it again decreased. It is because of industrial development factors in the country by which lending has been increased and investment is slightly decreased.

4.1 Market Strategy:UBL & Ufone signed an agreement to formalize an upcoming marketing initiative for UBL credit card customers in a ceremony held in Karachi. As part of this strategic alliance, UBL customers will have the facility to avail Ufone special packages with International Roaming, GPRS, MMS including security deposit waivers. Atif R. Bokhari, president & CEO of UBL said on the occasion UBL is pleased to be working with Ufone for this project.This significant move will provide unending opportunities to our customers. All of UBLs product & services are being developed keeping in view the increased level of consumer awareness & competition, and hence t demand for better products and services with options. Baber Khan, President & CEO Ufone, said We are proud to collaborate with UBL in this alliance by offering special postpaid privileges to UBL Ufone customers and are extremely confident that the collaboration between the two companies will add significant value to both our customers.M.A. Mannan, Group Executive Consumer & Commercial Bank, said UBL is committed to providing world-class value added services to its customers keeping up with its mission of Where you Come First In alliance with Ufone, we are offering Free Talk time, which includes a free postpaid connection & free minutes for UBLs credit card customers.UBL Treasury & Capital Markets (TCM), we nurtures a culture of Delighting-the-Customer with a complete focus on customer needs for their financial solutions. Recently TCM teams customer-centric approach got a well-deserved recognition when UBL was voted best in the following categories in an Asia-Pacific survey of corporates and institutions by Asiamoney: Best Domestic Provider of FX Services Best for Innovative FX Products and Structured Ideas The UBL TCM has developed a reputation as a proven market leader in converting innovative ideas into profitable ventures for the bank and for its customers. TCM, in the last few years, has developed core competencies in the newly evolved areas of Derivatives and Structured Solutions.Today the UBL TCM is a frontrunner in providing The narrowest bid/ask spread and the fastest quotes Best for Innovative FX Products and Structured Ideas Innovative Structured Products

4.2 Competitors of the OrganizationThe growth in the banking industry of Pakistan has led to an increase in the number of banks both domestic and international to be established and create a competitive industry. For UBL its competitors come in the form of both domestic and international commercial banks established in Pakistan.

However the UBL feel that these are the Major Competitor:

National Bank of Pakistan Habib Bank Limited Allied Bank of Pakistan Muslim Commercial Bank Limited4.3 Success and failure of different products of the organization in the market along with reasons4.3.1 Failure Product:The new of banking is the Omni banking with UBL has recently introduced in Pakistan. It ever growing popularity is the proof of its convenience to the users. By now UBL omni is not work in successful because Telenor Easy Paisa is the competitor. Both offering almost same service still there are some differences. People need to send and receive money across Pakistan and transaction charges are the important thing which needs to be discussed first. So UBL offer its customers lower rates for sending money then does the Easy Paisa. Though difference is not huge but still it considerable thing if both these service providers are in your proximity Advantage over Easy Paisa as Omni was offering account service which Easy Paisa lacked. Omni user could deposit and withdraw money from any Omni Dukaan just like a regular bank. But now we have seen that by introducing Easy paisa mobile accounts it has realized its weakness and overcame it.

4.3.2 Successful product in UBL:United Bank Limited (UBL) became the first bank in Pakistan to be selected by State Life Insurance Corporation (SLIC) to sell its insurance products under Bancasurance. In this regard, an agreement was signed at SLICs principal office here recently, where UBL President Atif R Bokhari, SLIC Chairman Shahid Aziz Siddiqui and other high-ranking officials were present. A press release says SLIC, a leading state-owned insurance corporation with highest market share of 70% has selected UBL due to the banks recent success in selling various Bancassurance product, enjoying a high persistency ratio and a low cancellation ratio. 4.4 SWOT Analysis The SWOT analysis consists of analyzing organizational strengths and weaknesses, and its environmental opportunities and threat. It helps to identify a strategic niche that the organization might exploit. SWOT analysis of UBL is as follows.4.4.1 STRENGTH UBL has got a well reputed on line system in most of its branches. Remittance department is working very efficiently in transferring the funds to people due to this system The bank also has started ATM facility in most of the branches 24 hours banking is now the trend in Pakistan Bank is providing quick credit services to all the customers at all branches. Because the credit manager cooperates with the borrowers while making a loan request to the bank. Management is well organized. Services provided by the branches are very good. The loan facility provided by the bank is on sound basis They have many checks and documentation that secure their money after advancing. Because of its 1056 Domestic Branches they have very good infrastructure and are prevailing now outside Pakistan also. Very important aspect of UBL is its fast service. Everything goes very quickly. If you are looking for a loan, or you want to deposit money or you want to pay your bills their services are so fast that they respond the customers very quickly. UBL has financial strength as they are gaining profit from the advances that they provide to the organizations. UBL is providing lot of services to its customers like incase of remittances they have services like online services. The Management has changed; employees which are useless are fired and new experienced graduates are hiring to enhance the operations of the banks & the employees which are efficient they are getting promoted. Because of its quality management, marketing, innovation in products and services they have established a good reputation in the banking sector. In UBL the working environment is very good. Every employee comes there and works with zeal & heartily.

Certain training programs are arranged outside the working environment to train and refresh them of entertain them.4.4.2 WEAKNESSES The human resource department is not performing well in the organization. Bank is not introducing new products these days, so bank should boost the product development and increase the range of facilities offered for customers. And the rates of interest on its various products have been reduced. Bank is under staff so absence of members create problem All the branches are not computerized. UBL is centralize. It means authority is not delegated to branch level. Manager cannot take initiative regarding different decisions such that for giving finance. The majority of people are not well aware about the products of UBL. It is due to their very low services of promotional activity. There is low level of motivation in the employees of the bank UBL Management has adopted reactive approach they respond to the marked very slow and are reluctant to take initiative before the problem arises.

4.4.3 OPPORTUNITIES: Government is taking very bold steps to promoted IT in Pakistan. UBL has an opportunity to improve in IT stock exchange is very volatile and takes immediate effect so in times of crises conservative investors turns to saving deposits. UBL is surrounded by many competitors it has an opportunity to aggressive marketing to increase its business. One could find opportunities in good marketing; it could also helpful in banks promotion, Mobile banking is a concept that has started to find its roots in the banking sector. So it is a big opportunity for UBL to avail this chance at big level. Opportunities exist for expansion of UBL chains in the International Arena, Particular Invention must be given to the individual countrys customs and cultural practices to be successful. UBL should organize trade shows for the promotion of export for that they should finance the companies those who wanted to internationalize and wanted to introduce their product and services outside Pakistan. Liberalization is a concept that is under discussion around the world as this is going to be implemented by WTO in a few years to come. So keeping in view these perspectives there is great opportunity for UBL to be stronger. An external opportunity exists in efforts to improve the social environment of local communities and society in general by offering innovative, community involvement programs.

4.4.4 THEREATS: UBL has many competitors who are continuously increasing their products and marketing aggressively it may cause its customer to shift its competitors. The rapidly changing environment in banking sector and the quick response of the other banks the to these changes can be a threat for UBL. What customer really wants is a difficult things to identify as to identify the customer perception and its behavior is complex procedure. So the changing needs of the customer can be a threat for the banks. Changing Govemmental Policies instability in Politics can be seen as a threat for the banking sector. Competition can be the greatest threat for the UBL As old banks have started changes and many new banks are emerging as a strong entity so UBL will face a strong threat from this competition unless adopt pro active approach to handle these threats. The political conditions of the country affect the banks performance. The analysis of strengths, weaknesses, opportunities and threat as narrated above tells us about the present vital concern accounting atmosphere.

4.5 Human Resource Management Process

Human Resource Planning (HRP) and Forecasting 4.5.1HR ProcessAs discussed here above HRM Departments plays vital role in business growth of bank. If well qualified human resource are inducted, the result & performance of employees will comparatively better than unqualified staff. In the presentsnereo of banking industry, induction of fresh HR qualified in business management, information technology, credit marketing become need of the bank. Although experience has its own significant importance but old aged staff performance does not meet the present challenged to banking industry. Therefore human resource divisions continuously review the requirement of HR and plan to process how many HR is required? What field of banking i.e. information technology, credit or marketing.

4.5.2 HUMAN RESOURCE PLANNING PROCESS (HRPP)UBL following these steps for Human Resource Planning;

Determined the organization mission Scan the organization environment Set strategic goals Formulate a strategic plan4.5.3 Forecasting HR requirements Human resource management at head office level make budgeting & forecasting of HR requirement and in this connection review present HR at the branch and critically review their performance/ output/productivity keeping in view the marketing and competitive pressure so as to provide better quality service to its customers. Information/data regarding present HR as well as future requirement is collected from the supervising/controlling offices i.e. regional office & circle office the field staff can judge better requirement.

4.5.4 HR requirement is forecasted for Replacement of staff resigned, opted for premature retirement or super annuation. Additional staff required to meet the challenged and to proved better quality services to customer to compete in the market.4.5.5 Method of forecast HR needInduction of fresh HR to replace the existing staff is need of the day. Budgeting and forecasting HR need is a continuous process as competitive offer of better salary package, incentives, attractive facilities offered by various banks in the market attract the young and experience officer to resign from present job, beside regular retirement from bank service also require HRM to review HR need, to bridge the deficit HRM regularly inductive trainee officers, management trainee officer and also hire experienced officer from other bank.HRM is responsible to have approved budget of head count before hiring, recruitment of HR to meet the need for better quality services. The UBL used the following methods to forecast HR needs: Experts meet face-to-face Group discussion facilities, exchange of ideas Possible subjectivity, Group pressure Experts work independently4.5.6 Employee Recruitment and Selection: UBL is committed to employing the best qualified candidates for approved position in compliance with all applicable employment laws. It is UBL policy to provide equal opportunities to all candidates. All recruitments requests received by HR recruitment is compared with the budgeted head count in the beginning of the year and HR then initial search process for all budgeted/approved hiring request. Hr coordinates for new hiring or replacement of suitable candidate through 4.5.7 Sources of Candidates

Every organization has the option of choosing the candidates for its Recruitment processes form two kinds of sources Internal and external sources. The sources within the organization itself

(like transfer of employees from one department to other, promotions) to fill a position are known as the internal sources of recruitment. Recruitment candidates from all the other sources (like outsourcing agencies etc.) are known as the external sources of:

Internal source External source

4.5.7.1 Internal SourceWhen segment wise requirement is calculated by human resource , with job specification against the budgeted status of head count then it is decided either to announce internally. If budget allow for such position human resource announce the vacancy internally to open the job for all relevant personnel to apply who posses such qualification. Interested employees are required to fill a form duly recommended by their unit/line manager and submit to HR for further action at their end. If an employee is applying for a job in the same grade as his existing grade, the employee mush have had at least one full performance before being considered for the next job. However, if a candidate is applying for a job grade higher then existing grade the HR recruitment unit will ensure that the employee is transferred on his existing grade and perform a period of one performance cycle before being considered for a promotion.

HR will then screen all applications on the basis of pre-defined requirements and short requirement. Interview process is initiated according to pre-determined interview guidelines to determine the candidate, suitability for the vacancy. If the candidate is suitable for the position HR will make all necessary arrangements for the transfer to take place smoothly. Consequently, a replacement will be announced or identified immediately by HR to meet the needs of the department/division where the candidate is being transferred from.4.5.7.2 External sourceWhere senior or more diverse profiles are required and internal search has proved to be an insufficient method, then search be carried out externally. The process has to be initiated by the relevant group head by providing jobs specification along with there request and recommendation of to any HR. HR will carry the process forward by the searching for the potential candidate through up dated the database, marketing EP or conduction the assessment of the identified candidate. Management trainee probationary officer have been introduce to build an external resource pool for entry/junior level hiring. An offer for employment to candidates are made through Direct advertisement Consultants

4.5.8 Direct advertisement This method for attracting quality applications is used when there is need to hire in large numbers within a shortest deadline and at different locations. HR will assist the department to draft advertisement which mush be approved by group head HRM and group head of concerned department.

4.5.9 Consultant Some time management of the bank engages the services of consultant for hiring the candidates from the market. This is very costly option and needs to be exercised with restraint. Sometime it is the only option available. However it is important that this option must be exercised with caution and through HR recruitment policy.4.5.10 Employment selection process:While offering an opportunity in bank UBL bank first introduces itself and then give the criteria/job requirement Have bachelor degree Have an age not exceeding 26 years. Be self-motivated and able to work independent. Excellent presentation skill. All short listed candidates will have to clear written test and interview. To ensure a consistent and transparent process of all such Job Experience will be an additional consideration. An employee on permanent cadre the following process is adopted. Unite head/line manager prepare a job description and raise a hiring request to HR duly approved by group head against budgeted head count. HR will screen the applications on the given selection criteria. Short listed candidates are requested to appear for assessment test. Panel interview are conducted within two/three week of short listing the candidates who clear the test. Selected candidates then informed through letter of appointment.

4.5.2 Joining formalities Before joining the bank the candidates is required Acceptance of employment offer within 15 days

Candidates have to undergo for medical examination from doctor a panel of bank. Completion of all documents duly witnessed and attested a joining the bank as per list of joining documents provided by HR relationship manager.

References provided by the candidates are checked by within a letter referee in accordance with the regulations of SBP.An employee is confirmed after completion of sis month probationary period. However confirmation is with held if Documents submitted are in incomplete No response is given by referee. HR have its discretion to Extend probationary period. Not extend any finance facility. May stop salary employee fail to provide the missing documents provide to HR. If the performance of an employee during probationary period is not satisfactory the competent authority may at its sole discretion extend the probation period or terminate employee and decision of termination of employment shall be communicated to the associate follow by an exit interview by the concerned department.4.5.2.1 Training and Development: UBL management has established three training colleges one at Karachi one at Islamabad and one at Lahore which impart necessary training to newly appointed officers. Management trainee for period of minimum six weeks. In the training college basis procedure for operational activities State bank of Pakistan prudential Regulations credit manuals forex letter of credit are highlighted in the training sessions and then the officers are posted in the branches for job training where they opportunity to practically utilize the knowledge they learned in staff training college. At branches supervising manager of trainee officer critically review the employee interest in job training and his performance, normally after sis month, probationery officer are confirmed an their satisfied performance. However management feel that employee needs further training probationery period may also extended.4.5.2.2 EMPLOYEE TRAINING AND DEVELOPMENTThe quality of employees and their development through training and education are major factors in determining long-term profitability of a small business. Hiring and keeping good employees is the key to the first factor. If you hire and keep good employees, it is good policy to invest in the development of their skills, so they can increase their productivity. Training often is considered for new employees only. This is a mistake because ongoing training for current employees helps them adjust to rapidly changing job requirements.4.5.2.3 Purpose of Training and DevelopmentReasons for emphasizing the growth and development of personnel include Creating a pool of readily available and adequate replacements for personnel who may leave or move up in the organization. Enhancing the companys ability to adopt and use advances in technology because of a sufficiently knowledgeable staff. Building a more efficient, effective and highly motivated team, which enhances the companys competitive position and improves employee morale. Ensuring adequate human resources for expansion into new programs. Research has shown specific benefits that a small business receives from training and developing its workers, including: Increased productivity. Reduced employee turnover. Increased efficiency resulting in financial gains. Decreased need for supervision.Employees frequently develop a greater sense of self-worth, dignity and wellbeing as they become more valuable to the firm and to society. Generally they will receive a greater share of the material gains that result from their increased productivity. These factors give them a sense of satisfaction through the achievement of personal and company goals.4.5.2.4 Select the Training Methods & Mode: Your business should have a clearly defined strategy and set of objectives that direct and drive all the decisions made especially training decisions. Firm that plan their training process are more successful than those that do not. Most business owners want to succeed, but do not engage in training design that promise to improve their chances of success. Why? The five reasons most often identified are Time Small businesses managers find that time demands do not allow them to train employees. Getting started Most small business managers have not practiced training employees. The training process is unfamiliar. Broad expertise Managers tend to have broad expertise rather than the specialized skills needed for training and development activities. Lack of trust and openness Many managers prefer to keep information to them. By doing so they keep information from subordinates and others who could be useful in the training and development process. Skepticism as to the value of the training Some small business owners believe the future cannot be predicted or controlled and their efforts, therefore are best centered on current activities i.e., marking money today.A well-conceived training program can help your firm succeed. A program structured with the companys strategy and objectives in mind has a high probability of improving productivity and other goals that are set in the training mission. For any business, formulation a training strategy requires addressing a series of questions.4.5.2.5 Training needs assessment: Training need during calendar year is assessed in the very beginning of the year and the field management ate requested to select the topics in which m most of employees need training. The objectives of imparting training is t60 increase their performance efficiency as well at improve quality services. Moreover subjects related are day to day banking operations State Bank of Pakistan prudential regulations etc. after calling information recommendations of topics selected for staff training unit head training approved the training need and advise training schedule date, Duration of course participants on monthly basis. The field management again requested for nomination of the employee who need training to improve his working efficiency to meet the required standard. Training session is conducted at staff training colleges at Karachi, Islamabad and Lahore. Further mobile training is also arranged at circle region level for maximum participation.4.5.2.6 Employee Development When training need assessed and the course for qualitative as well as quantitative training of employee are selected that it is decided to nominate the officer for subject training which help in grooming the employee for their career development so as to provide efficient personalized services to customers at the one end increase employee performance more efficiently at the other hand. Motive behind training courses is to increase customer services efficiency as well to improve working standard in compliance with procedural instruction, manual, credit policy as prudential regulation of State Bank of Pakistan. The training itself inculcate sense of responsibility compliance of procedure set by bank as well as regulations of SBP and other regulatory authority. When employee is updated with the procedure, SBP PRs, the efficiency of working of an employee is increased and chances of non compliance are almost minimized.4.5.2.7 Performance management Performance is the central theme of the management at UBL and is at the heart of our management practices. The performance management system focuses on key areas such as Create an environment that encourages employee deliver high performance. Distinguish good performance from poor performance and recognize good performance through process defined below and reward high performances. Provide all possible means and resources to help poor performance to improve and Where the poor performers fails to show progress/improvement, define a uniform process that address such situations.4.5.2.8 Objectives To initiate a systematic interview between the subordinate and their supervisors to examine the performance. To inform subordinate on the way their performance is evaluated and the aspects which wave taken its consideration in evaluation. To help the supervisor in examining the requirements for training development . To ascertain performance levels against agreed goals.

4.6 FUTURE PROSPECTS The UBL can enjoy handsome return any diversify its funding base by investing into capital market of other countries. So it will enable it to establish name recognition in the world.

Despite of poor customer service of other Banks people still come to UBL because of its good will as they feel its secure therefore bank improve its deposits by giving facility of night banking and also can compete its competitors with positive steps. It can establish advisory services division in order to facilitate the customers investing in the securities. In order to facilitate the nation the UBL can play an important role in the development of the following sector. Business & Industry Import & Export

5 Overview of the Departments Business operations are doing in the branches of UBL that are located in different cities of Pakistan. There are 2 audit offices that are located in main cities of Pakistan that are Islamabad and Karachi. And only 1 treasury office located at Karachi. I do internship at Phalia branch of UBL and here I discus functions and operations of the department of Phalia branch.These are main department in Phalia Branch:1. Customer Service Department2. Operation Department3. Accounts Department4. Credit Department5. Cash Department6. IT Department

5.1 Number of Employees in UBL Bank

Profile of UBL Bank Phalia BranchNo. Of Departments6

No. Of Customers850-900

No. Of Employees12

Officers Rank Staff4

Clerical Staff2

Non clerical Staff2

IT coordinator1

No. Of Guards3

Phone(0546) 596037

Profile Table

5.2 Functions and OperationsHere I discus function and operation of different department UBL Admin Dept.Admin dept perform different tasks Such as Maintain the records of all employees of the Bank Bill sanctioning, bill verifications Dispatching Maintaining the records of the correspondence to the other branches & to the other institutes Maintaining the correspondence received by the bank Maintain many other records like cars log books, generator log book etc.The admin dept. also supervises the lower management like sweeper, messenger activities and kept the records of employees attendance. Credit Dept.The function of this department is to provide loan to customers to support their running businesses as well as expand their businesses. Bank gives loan to those people who fulfill the criteria stared by the State Bank of Pakistan. In UBL Credit department can be segregated into:- Credit policy and procedure Credit proposal Credit processing ProceduresFor giving loan to the people UBL follow the criteria that State Bank of Pakistan has set, for this purpose credit officers have to collect all the following information about the customers and his or her present business in order to give loan. Eligibility criteria and procedure Personal information Business information Security informationA proposal (case) has to be made approved by the Branch Credit Committee and then by the Credit Division at the head Office. These proposals consist of: Documents provided by the customers Documents provided by the credit officerAfter completion credit proposal (case) this cases send to the risk manager who studies the cases thoroughly and list out further requirements. This activity is called the credit processing. The Credit Dept also checks their customers worthiness (credit worthiness) on which basis the loan is approved for the customer. The credit officers check the internal worthiness (wages, sales and suppliers) and external worthiness. (if the applicant takes loan from other Banks).

CAD Dept.

CAD basically deals with the approval of the different kinds of loans to the different business entities. The loans, which are being approved by the department, are kept with some securities such as bounds, properties and any kind of asset. Mainly CAD works starts when Credit work ends. Every month Risk manager is sent to the every branch of the UBL form the Head Office. The Risk Manager takes reports of lenders from credit department and checks the riskiness of the particular party & prepares a risk sheet. After that the risk sheet forward to the CAD manager for further procedures. The chain is like this: Operation Dept.The relationship of Bank and customers starts from Operations Department. Not only had this all direct and indirect truncations linked with this department so controlling the functions/operations of the Bank.Following function that performs Operations Dept. Accounts Opening Cash Management Clearing Remittances(PO, DD, Advice to & from other branches) Transfer Markup recovery Collecting of Utility bills

5.3 SHORT-FALLS/Weak areas needed to be improved:During my internship at the UBL I find out week areas that require improvements for long-term benefit of the organization. These suggestions and recommendation are as follows. The behavior with the customers should be improved. There is a great need of proper training of employees. Because whenever they were asked about the latest banking the answer was sorry we dont know. Like the other reputed commercial banks UBL should recruited some officers especially from the fresh MBAs and M.Com students. Doing so, the more talented persons would enter in the management and they will try to make the National Bank compatible with the other banks. All the branches must be fully equipped.

Try to establish effective communication between top-level management and executive. Also do marketing through internet Effective training and qualified, dutiful and vigilant inspection teams are inducted per force in all the banks. This branch is not doing many functions to open the L/C and to deal in export and import facilities. So bank should hire export staff for such types of activities and start them in the branch.

5.4 WEAK AREAS OF UBL

In our country rate of inflation is increasing with the increase on unemployment. So due to the increase in the price of the products the saving of the nation is decreasing with the passage of time. So it is a threat for the banking sector. As the bank is not proving any product to its customer which meet the inflationary pressure. The number of banks is increasing in Pakistan with the passage of time. Therefore Management is required to review its policy and bring such products which comparatively better to compete other banks.

6 My learning As a student InterneeWhen I heard the good news of me having a six week opportunity to interact with a world class bank. All these six weeks were full of events, full of learning and most importantly full of professional working. Here professional regards in all from clerical to managerial work. In these six weeks period, the best thing to me was the authority and dependency of customers upon me, when they come with a hope that Im there to guide them through. Knowing all is not learning, the real learning is to convey right. I tried to learn real, see real UBL, and tried to comprehend the difference between what we look form outside and what is going on inside.UBL is full of experience and professional traditional bankers. As it perfectly suit the environment we are operating in, You attitude has helped UBL in capturing masses. In the private sector, no doubt its a fast growing bank, but heres something thats still unrealistic to the policy makers. The line of unsatisfied customers is increasing, not because we are not serving well, its because customers are not understanding the YOU attitude right. Every customer wants to make sure his work is done at the first convenience, but they are not concerned about the responsibility with which every employee is working. We need to put in some guidelines for our customers, as they walk in. This will not only save their time but will also motivate staff members to work more promptly, because if customer and employee engage into some unhealthy quarrel, the whole environment will be disturbed.Back to my real learnings. In my six week internship, I worked in customer service department, as well as in clearing department. Because of some work load, I was unable to learn much about other cash and accounting department. Here is my count down learning of six weeks.

Account Opening:Penning down information and keying it into the system does seem a simple and tedious job but it is not. My initial five days at customer service department was the liveliest experience of my internship. Though physically I was there just to assist the account opening officer, but it turned out to be much more for me. That is when I first actually imitated as a presenter of UBL to customers, when to many people, Im their hope.UBL offers a variety of options for anyone; to everyone. You are an investor, regular businessman, middle man, salaried person or a house wife; UBL serve you in every way it can through its commendable and reliable services, because at UBL, YOU come first.Working at Customer Service Department, I did counter with different types of customer and opened their accounts under the supervision of the officer. When you have the sole responsibility to open the accounts, its always very important to understand the needs of your customer. Understanding the psyche of customer is very important. Until and unless youre completely satisfied that the customer has genuine reason and need to open the account, dont do so.Account Opening Form:In all the documentation within the bank, clearness and tidiness are major features. Over writing and cutting should always be avoided as it may lead to any misinterpretation. Account Opening Form is the most important documentation when a customer walks in for commercial banking and wants to develop a relationship with us. In AOF, all the necessary information should be completely scrutinized before the customer walks back. Now lets look at some of the salient requirements of AOF and their importance.Currency and Type of Account:It offers you all the eight different typed of accounts mentioned before. First understand why the customer is here and what type of account suits him a lot. Scale down all the options suiting his investment or requirement and help him choose what is best for him. Outline all the salient features of that particular account to him and make him tick the best box.Mark the currency box if the customer wishes to deposit in currency, in case, other than PKR.Nature of Account:Understand and choose the desired nature of account.Individual Account (Single/Joint) determines if the account is personal or joint. Once again understand your customer here. Illiterate and gullible customers should better opt for joint account for their own security.

Particulars of Account:First of all the title of account is entered by which it will be called off. Following is the Key/Secret Word of six characters which is mostly preferred to be mothers name because its simple unforgettable. Key word is used to verify the customer on phone or while other subsequent inquiries. Next comes the mailing address; where the bank should mail anything it has to. Next is the permanent address of the customer which should be copied from the CNIC of the customer. E-mail address is mandatory for Net banking and e-statement facility whereas Mobile number for mobile banking. Lastly its your choice to hold your statements for collection or mail it to you.*Here make sure mandatory fields are entered and any valid contact number must be provided.Personal Information:Following portion summarizes social with standing of a person-Applicants name, Fathers or husbands name, gender, marital status, Date of birth, nationality, country of residence and identification source and its number should be enter. Make sure the source of identification is not expired. Enter NTN if available. Know the occupation of the applicant and check the respected box.In case there is more than one account applicant, fill in all the above mentioned information for other applicant as well.*Its a good practice to ask for the original identification source of the customer and pen down the number and expiry date directly form it.Next of Kin:In case if the account holder is somehow not contacted, this portion provides information of the person who should be contacted instead. Persons name, relationship, address and Telephone number should be provided.Business Account determines that the party has its own entity under which the account will be supervised. Match the respected category and check the box.Particulars of Account:Here the information about the business is filled in. Title of account,company/business name, and nature of business, office/mailing address, head office /registered address, office email and NTN are mandatory information required for business account. CNIC is required in case of sole proprietor ship and information of few persons are required who can be contacted in case of companies. Here we need to know that who will be operation the company accounts.

Additional Information:Existing relationship with UBL:In case if the customer already has some relationship with UBL, it should be mentioned here. This is just in case to formally know and cross the customers provided information.

Existing relationship with other banksThis is to know what relationship the customer has with other banks, if any.

UBL Wallet ATM/Debit Card:Here first define your customer what ATM card is, what are its features and what is the difference between its different options. Enter the name of the customer in Name on card filed. Then is the option of supplementary ATM card.A customer can issue up to 9 supplementary cards. If supplementary card is required, a UBL Wallet VISA card requisition form is filled in which details about supplementary card holders is penned.Zakat Deduction (only on PLS A/C):PLS account holders can directly pay Zakat from their accounts, if they are willing to.

Other UBL Products:Account holders can opt for UBL Net banking, UBL Orion, Credit card, Personal loan, Car Financing, Mortgage and Business Finance.Operating Instructions:This identifies the signing authority of the account. It can be operated singly, either or survivor, jointly, mandate or by any other in special cases.Statement of Accounts:This specifies how early the account statement is required. It can be daily, weekly, monthly, quarterly or semi annually. Customers can choose Mail or e Statement or both.Special Instructions:Special instructions, if any, are registered here. It usually certifies further operation instructions of the account.Account referred by:Detail of person referring the customer is entered here.

Terms and Conditions:These terms and conditions outline the policy of bank about its accounts regulations. Abidance by state bank laws and banks policy is compulsory and customers signature at the end of the statement is his abidance by the lawIndemnity and Undertaking:Here the customer agree by the bank policies and agree to its terms. Applicant sign the undertaking and officially agrees to be a part of UBL.*As an account opening officer, you must enclose all the signatures and should verify them. Every cutting on the AOF should be verified by customers signature, and officer should verify the customers signature.

For Bank Use Only Special Category of Account:If the account is of minor, UBL staff, Illiterate, Blind or Registered Alien, it should be checked respectively. Passport size Photographs are required in this case and customer can only make the transaction personally. Make sure signatures are not too simple or shaky. If so, again passport size photographs may be required and transactions can only be made personally for customers own security.

Service Charges:This is the minimum balance penalty which is applicable to all except students, mustahiqueen of zaket and government employees salary or pension purpose accountsKnow You Customer:Heres an assessment that the account opening officer do in order to understand some aspects of the new customer relationship.Individual Account:The customer is marked as walk in, marketed or a referral; he/she is a public figure or not. Moreover what will be the customers sources of funds . What would be the usual mode of

Transaction a