st

1 Chapter
Introduction

1.1 Introduction of the report

48

The primary purpose of this report is to get an idea about the General Banking of Jamuna
Bank Ltd. a second generation Bank of the country and make an industry analysis on the
banking sector of Bangladesh. Banks are the profit-earning concern. The word bank refers to
the financial institution deals with money transaction. Banks collect deposit at the lowest
possible cost and provide loans and advance at higher cost. The difference between two is the
profit for the bank. The revenue earning sources of the bank are mainly loans and advance.
The credit facility can be of two types: funded or non-funded.
The bank is gaining popularity due to its improved quality of services, reliability, product
variety, versatility, and flexibility. The branch performs all major general banking activities
and it is one of the three foreign exchange services providing branches of Jamuna Bank Ltd.
Funded credit can be expensive for the banks as the bank has to pay interest.
Non-funded includes letter of credit, which is the main source of income for the foreign
exchange business.
This report is an attempt to reflect the position of the Jamuna Bank Ltd. in the banking
industry procedures, policies and activities with emphasis on foreign exchange business.

1.2 Background of the Report

This report is being assigned as a part of the Degree BBA, (Internship). I accommodate my
internship program in Jamuna Bank Ltd. For the completion of the course, as an essential part
I had prepared Report. This report is being formed on the General Banking Activities of
Jamuna Bank (JBL) of Jamuna Bank Limited, Narayanganj Branch. From the very
beginning of my internship I have worked on General banking. After few days I was shifted
on Accounts Department. For that reason I made my Report on General Banking and
customer Relationship evaluation of Jamuna Bank Limited, Narayanganj Branch.
JBL was established in 2001 with a dream and vision to become a pioneer banking institution
of the country and contribute significantly to the growth of the national economy. The bank
was established by leading business personalities and eminent industrialists of the country
with stakes in various segments of the national economy. The incumbent Chairman of the
Bank is Mr. Md. Sirajul Islam Varosha. Mr. Golam Dastagir Gazi, Bir Protik Director of
the Board and Mr. Shafiqul Alam Managing Director of Jamuna Bank.
Jamuna Bank Limited is run by a team of efficient professionals. They create and generate an
environment of trust and discipline that encourages and motivates everyone in the Bank to
work together for achieving the objectives of the Bank. The culture of maintaining congenial
work- environment in the bank has further enabled the staff to benchmark themselves better
48

against management expectations. A commitment to takes pride foe bringing women into the
banking profession in a significant number for gender equality. At present, 32% of JBLs
employees are women that will rise to 45% over the next five years.

1.3 Objectives of the program

The main objective of the program is to have practical knowledge of the professional life and
to relate the one year theoretical learning to business. More importantly, it was required for
the partial fulfillment of the BBA program. Specially, the objectives are in following:

To analysis the general banking performance in some key areas.

To find out exiting problem of the bank.

To formulate alternative strategies for solving the problem.

To recommend some better solutions for solving the problems.

At last to relate theoretical knowledge with practical experience in several functions

of the bank.

1.4 Activates performed during internship period

As an internee I had performed numerous activities. My main task was to assist officers and
executives in every aspect of their banking activities. It includes the activities like dealing
with customer, posting entries, document analysis etc.

1.5 Scope of the report

The report is prepared based on the general banking operations of the Jamuna Bank Ltd
Narayanganj Branch. These activities involved the following:

Account Opening Department.

Financial Control Department.

Cash Department.

Clearing Department.

Local Remittance.

Locker Service

Accounting sections operations etc

48

But special emphasis is given on the credit activities of the Jamuna Bank Ltd Narayanganj
Branch. Bank should review their periodically statement and compare their performance with
its competitors to build strong and sound banking institution.

1.6 Methodology of the Report

Research Design
This study entails a methodical process from the selection of the topic to the preparation of
the final preparation. In this study exploratory research was undertaken to increase
understanding of the procedure of Overall general banking system Jamuna Bank Ltd. To
perform the study data sources are identified and collected, a questioner is made to resolve
some information then they are analyzed, interpreted and presented in a systematic manner.
Questioners develop
For collecting the information I made a questioner of 20 questions. And I give these
questioners to some of the top level employee to answer the question. The pattern of question
is such type that the answered could give his/her answers just saying yes or no or some
special case can give their own opinion.
Survey design
For collecting some crucial information I needed some top level employee who can provide
me proper information. Thats why sample size is small. I choose 1 AVP of Jamuna Bank Ltd
Narayanganj Branch and the population was 5 employees of different department.
Interview schedule develop
As an AVP they have lots of working pressure. They hardly tried to give me time. Thats why
I chose the lunch time and evening time when the pressure of work gets sloth.
Data sources
Essential data sources are both primary and secondary. They had identified which were
needed to complete and workout the study. To meet the need of more information besides the
primary and secondary data the interview of top level employee were necessary.
In order to prepare the report more comprehensive, meaningful & presentable, I have used
widely two sources of data & information. The sources are:
1. Primary Sources.
2. Secondary Sources

48

Primary data
How I used those sources for collecting information are briefly discussed bellows:
The primary sources are as follows:
Face-to-face Conversation with the respective officers, executives & also with the staff of the
Branch.
Informal conversion with the clients.
Secondary Data
Sources of secondary data are showing below by the following table for easy and quick
understanding.
Sources
Annual Report Of 2013

Internet
Text book

Validity
Moderate

Reliability
High

High
High
High
High
Table: Sources of Secondary Information

Practicality
High

High
High

Data collection
Primary data were collected through physical inspection. All the process and procedure which
saw and I learn by my observation is the primary data. Secondary data are collected from the
various relevant books, Bangladesh banks articles, websites etc.
Data analysis
Then I classify, analyze and interpret the data
Develop a report
On the basis of the information and my observation the report is made.

1.7 Report Organization

This report is divided in six sections. The following section is an overview of the Report,
Second section Discuss the overview of Jamuna Bank Limited. Third sections talk about the
Operational Control System of General banking of Narayanganj Branch, Jamuna Bank

48

Limited. Fourth section Discuss about the Knowledge which obtains through the internship
period, the last parts talk about the analysis of whole report, the completion of the
recommendation and conclusion part.

1.8 Limitation of the report

The report is not free from limitation. This report will only consider Operational Control
System of General Banking of Jamuna Bank Limited. There some inadequacy to construct
the report. There some information which need for the report to more practical, but those was
more confidential for Southeast Bank. This report will only consider Operational Control
System of General Banking of Jamuna Bank Limited. There some inadequacy to construct
the report. As that was a Branch of Jamuna Bank Ltd, all of the personnel were very busy
with their own job. It was very short period for construct an Internship Report.

There are some limitations too. They are as follows:Time

The researcher gets a short period of time to prepare the report.
Employee
In bank all employees are too busy. It is tough to have a break from their tight schedule.
Secrecy
There is a lot of secret matters in the organization. As an intern the researcher cannot reach to
those secret topics.
Technological aspect
The report does not describe any technological aspect.

48

2nd Chapter
Profile of Jamuna Bank Ltd

2.1 Background & History

Name of the Bank
Business Type

: Jamuna Bank LTD.

: Financial Institution

48

Year of establishment: 2001.

Status

: Public Limited Company

Location

: All suitable Place

Reg. Number

: C-42780(2139)/2001

Being a 3rd generation Bank of Bangladesh, it focuses on

Remaining with time

Managing change

Developing human capital

Creating true customers value

Jamuna Bank Limited (JBL) is a Banking Company registered under the Companies Act,
1994 of Bangladesh with its Head Office currently at Chini Shilpa Bhaban, 3, Dilkusha C/A,
Dhaka-1000, Bangladesh. The Bank started its operation from 3rd June 2001.
The Bank provides all types of support to trade, commerce, industry and overall business of
the country. JBL's finances are also available for the entrepreneurs to set up promising new
ventures and BMRE of existing industrial units. Jamuna Bank Ltd., the only Bengali named
3rd generation private commercial bank, was established by a group of local entrepreneurs
who are well reputed in the field of trade, commerce, industry and business of the country.
The Bank offers both conventional and Islamic banking through designated branches. The
Bank is being managed and operated by a group of highly educated and professional team
with diversified experience in finance and banking. The Management of the bank constantly
focuses on understanding and anticipating customers' needs. Since the need of customers is
changing day by day with the changes of time, the bank endeavors its best to device strategies
and introduce new products to cope with the change. Jamuna Bank Ltd. has already achieved
tremendous progress within its past 10 years of operation. The bank has already built up
reputation as one of quality service providers of the country.
At present the Bank has real-time Online banking branches (of both Urban and Rural areas)
network throughout the country having smart IT-backbone. Besides traditional delivery
points, the bank has ATMs of its own, sharing with other partner banks and consortium
throughout the country.

48

The operation hour of the Bank is 10:00 A.M. To 6:00 P.M. from Sunday to Thursday with
transaction hour from 10:00 A.M. to 4:00 P.M. The Bank remains closed on Friday, Saturday
and government holiday.

2.2 Logo Update

Very recently Jamuna Bank Limited has changed their look of the logo

48

2.3 Mission, vision, strategy statement

VISION

To become a leading banking institution and to play a vital role in the development of the
country.
MISSION

48

The Bank is committed to satisfying diverse needs of its customers through an array of
products at a competitive price by using appropriate technology and providing timely service
so that a sustainable growth, reasonable return and contribution to the development of the
country can be ensured with a motivated and professional work-force.
STRATEGIES

To manage and operate the Bank in the most efficient manner to enhance financial
performance and to control cost of fund

To strive for customer satisfaction through quality control and delivery of timely
services

To identify customers' credit and other banking needs and monitor their perception
towards our performance in meeting those requirements.

To review and update policies, procedures and practices to enhance the ability to
extend better service to customers.

To train and develop all employees and provide them adequate resources so that
customers' needs can be reasonably addressed.

To promote organizational effectiveness by openly communicating company plans,

policies, practices and procedures to employees in a timely fashion

To cultivate a working environment that fosters positive motivation for improved

performance.

To diversify portfolio both in the retail and wholesale market

To increase direct contact with customers in order to cultivate a closer relationship
between the bank and its customers.

Corporate Slogan

Sponsors
The sponsors of Jamuna Bank Limited are highly successful leading entrepreneurs of the
country having stakes in different segments of the national economy. They are eminent
industrialists & businessmen having wide business reputation both at home & abroad.

48

Management
JBL is managed by highly professional people. The present Managing Director of the Bank is
a forward-looking senior banker having decades of experience and multi discipline
knowledge to his credit both at home and abroad. He is supported by an educated and skilled
professional team with diversified experience in finance and banking. The Management of
the Bank constantly focuses on the understanding and anticipating customers needs and offer
solution thereof. Jamuna Bank Limited has already achieved tremendous progress within a
short period of its operation. The bank is already ranked as one of the quality service
providers & known for its reputation.

Service and values

Banking Services involving all segments of the society within the purview of the rules and
regulations as laid down by the Central Bank and other regulatory. Jamuna Bank Limited
offers different types of Corporate and Personal Authorities.

Customer Focus
Integrity
Quality
Teamwork
Respect for the individual
Harmony
Fairness&Courtesy

2.4 Structural Position of JBL

Figure 01: (Source: www.jamunabankbd.com)

Chairman

Advisor
Managing Director
Deputy Managing Director

Senior Executive Vice President

48

Assistant
Vice
President
Senior
First
Executive
Executive
Executive
Officer
officer
officer
officer
Senior
First
Assistant
Assistant
Vice
Vice
President
President

Board of Director

Executive Vice President

Senior Vice President
Vice President

2.5 History of the Bank

First Officer

Table1: History of the Bank

48

Assistant Officer

Date

Events

April 02, 2001

Incorporation of the company.

June 03, 2001

Commencement of banking business.

June 03, 2001

First branch opening at Mohakhali.

October 25, 2003

First Islamic Banking Branch opened at Nayabazar.

March 28 , 2004

First Dividend Declaration for income year 2003 @ 10%.

December 12, 2005

Initial Public Offering.

April 12, 2006

Listed with Dhaka Stock Exchange.

April 17, 2006

Listed with Chittagong Stock Exchange.

June 13, 2010

Increased Authorised Share capital to BDT 1000.00 Crore.

2010

Jamuna Bank Model Village (Singpara, Thakurgaon)

2011

Jamuna Bank Medical College & Hospital.

2013

Jamuna Bank Securities Limited ( Brokerage House)

Capital and Reserve (Tk. In Million)

Particulars

2013

2012

2011

2010

2009

Authorized capital

10000

10000

10000

10000

4000

Paid up capital

4487.54

4487.54

3648.40

2230.09

1621.88

Retained 4393.40

3837.29

3633.11

4178.10

2359.00

Reserve
surplus

and

48

Table2: Capital and Reserve of Jamuna Bank

Figure 2: Capital and Reserve of Jamuna Bank

2.6 CORPORATE INFORMATION OF JAMUNA BANK LIMITED

Table 3: AT A GALANCE

NAME

JAMUNA BANK

CORPORATE SLOGAN

YOUR PARTNER FOR GROTH

48

DATE OF INCORPORATION

APRIL 02, 2001

DATE OF INAUGURATION OF OPERATION

COMMENCEMENT OF BANKING
BUSINESS.

HEAD OFFICE

HADI MANSION ,2 DILKUSHA C/A,

DHAKA-1000

OFFICIAL LOGO

MR SHAHEEN MAHMUD

NAME OF THE PRESENT CHAIRMAN

NAME OF THE PRESENT MANAGING DIRECTOR

MR. SHAFIQUL ALAM

NUMBER OF BRANCHES

98

Number of SME/AGRI Branches

08

Number of Islami Banking Branches

02

NUMBER OF EMPLOYES

2500

SERVICE PROVIDED

Deposit scheme, credit facility and

foreign exchange service.

DIVERSIFICATION OF PRODUCT AND SERVICE

Corporate and Retail banking

AUTHORIZED CAPITAL

Authorised Share capital to BDT

1000.00 Crore (present)

Paid up Capital

Tk.400 Million

48

PUBLICALLY TRADED COMPANY

DSE & CSE

Number of Promoters

20

Number of Directors

19

Off-Shore Banking Unit

01

Swift Code

JAMUBDDH

Email

jamunabank@jamunabank.com

WEBSITE

www.jamunabankbd.com

2.7 Branches of JBL

There are 98 branches all over the country, among them 51 branches in Dhaka zone, 21
branches in Chittagong zone, 14 branches in Rajshahi zone, 5 branches in Sylhet zone, 6
branches in Khulna zone and 1 branch in Barisal zone.
Table 4: Branches of JBL
Zone

Number of Branches

Dhaka

51

Chittagong

21

Rajshahi

14

Sylhet

05

Khulna

06

Barisal

01

48

Total

98

Branches of JBL

Figure3:Branches of JBL

2.8 Number of Employees of JBL

JBL believes in team work. They ensure work under highly motivated team spirit and
fellowship bond. They provide a healthy workplace for their employees. From start till now
the number of employee of the bank are increasing day by day. For example in 2010 the
number of Employees was 1511, which increased to 1786 in the year of 2011 and in the year
of 2013 the number of employees was 2206.

Financial Highlights of JBL

(Taka in BDT Million)

Financial Highlights of JBL

Particulars

2013

2012

Gross Revenue

14387.85

13072.60

Operating Income

5635.66

5285.12

Profit before Tax

2284.89

2080.52

Profit after Tax

1135.19

1042.05

Total Capital

9259.80

8605.28

Shareholders Equity

8880.94

8324.28

Deposits

97485.61

79623.13

Investment

31392.20

39118.93

48

Loans & Advances

67669.38

54887.03

Premises, Furniture & Fixture

2195.05

2082.03

Total Assets

115681.64

109678.51

Import & Export

117001.80

126549.30

Return on Assets after Tax (%)

1.01

1.06

Classified Advance (%)

7.59

9.73

Return on Equity (%)

13.20

13.35

Liquidity Ratio (%)

56.47

57.98

Capital Adequacy Ratio (%)

11.10

12.21

No. of Deposits Accounts

525347

450918

No. of Advances Accounts

24654

20607

No. of Employees

2206

2006

91

83

140

100

No. of Branches (Including SME

center)
No. of ATM

rd

3 Chapter
Activities of Jamuna Bank Ltd

48

3.1 Activities in loans and advances Division

Basically this side is for top management level. In the credit department, I did not have that
much flexibility to perform my job, which I got in other departments because the entire loan
processing activities is performed in a systematic way by the experienced officers. Most of
the time it was confidential and I was not allowed to perform.
Jamuna bank is a leading bank in loans advances and it grants loans
in various sectors especially in industry and trade and commerce. In the matter of lending
purposes this branch follow precautionary policies and sound lending principles especially
for project appraisal purposes.
Procedures for sanctioning Loans in Jamuna bank Ltd
Step 1 Request for credit from the client to a branch
Step 2Credit application form filled up by the customer & collection of document
Step 3 scrutinizing the documents
Step 4 Analysis the information
Step 5 preparing the proposal
Step 6 Lending the risk analysis
Step 7 head office approval
Step 8 Sectioning the credit
Step 9 informing the credit, loan disbursement. Supervision and monitoring

48

3.2 Activities in Foreign exchange Division

This is one of the busiest departments of any other department. I have found in
the main branch. There are many people working from morning to till evening.
MD. Kabir always assisted me if I faced any query. The exporters and importers
need to for opening L/C or go for back to back L/C.

Task of this division

Issue L/C
L/C advertising & conforming
L/C collection & negotiating
Duplicating L/C
Triplicating L/C
The branch needs to do their foreign dealings with the help of any other branch. On the first
day of this division, the officers told me about all the term and conditions of this division. he
made me understand about how to open letter of credit and back to back L/C what are the
requirements of opening L/C, advising and conforming of L/C . This was a great opportunity
for me to gather knowledge about impact of foreign trade as well as the policy and regulation
of Bangladesh bank
In this division I just discussed with different terms and read some files and documents.
because in this department the job were more or-less based on document verification by
getting

true and perfect information .there are formats of making documents in the

computer .the authorized person just changes the numbers & other required things from the
format and prepares documents for the customers.

3.3 Activities in general banking divisions

General banking department is the heart of all banking activities. it performs the core
functions of bank and operates the day to day transitions . it is the storage point for all kinds
of transitions of foreign exchange department , loans and advances department and itself.
As I worked in general banking division for few weeks, I have gathered a lot of banking
knowledge from this department. Here I have mentioned about some of those activities.
Activities which I performed in general banking divisions

48

1)
2)
3)
4)
5)
6)

Account openings
Demand draft Issue (DD)
Telephonic Transfer
Signature scanning
Pay order issue
Account enquiry

The main activates of this section are to open different types of account on the request of
client. From this section I had performed about how to open different types of account like
savings
Account, current account, and different types of schemes. I had also performed about how to
prepare a salary sheet.
Besides, from this section I had also performed about how to make a customer IC and ID
number by using Banks Software, how to scan link and authorize photo and signature. in this
section I also knew how to issue add authorized and delivered check book . I also got an idea
about how to close an account.
This branch mainly deals with CD, SD, and FDR. I have got a clear idea about the local
remittance system of the branch. I had to write voucher of pay order. DD & TT and transfer it
to the register book. I saw that, it was very essential for every DD, TT& PO to match the test
number .if the test number didnt matches, the authority will cancel that. There is one
responsible officer who deals with the daily voucher. End of the day the officers need to
receive all the vouchers from every section to keep all the vouchers together. I got the
opportunity to become familiar with these facts.

48

th

4 Chapter
General Banking Activities of Jamuna
Bank Ltd

48

4.1 General Banking

Financial organization/ intermediary that mediates or stands between ultimate borrowers and
ultimate lenders is knows as banking financial institution. Banks perform this function in two
ways- taking deposits from various areas in different forms and lending that accumulated
amount of money to the potential investors in other different forms.
General Banking is the starting point of all the banking operating. General Banking
department aids in taking deposits and simultaneously provides some ancillaries services. It
provides those customers who come frequently and those customers who come one time in
banking for enjoying ancillary services. In some general banking activities, there is no
relation between banker and customers who will take only one service form Bank. On the
other hand, there are some customers with who bank are doing its business frequently. It is
the department, which provides day-to-day services to the customers. Every day it receives
deposits from the customers and meets their demand for cash by honoring cheques. It opens
new accounts, demit funds, issue bank drafts and pay orders etc. since bank in confined to
provide the service everyday general banking is also known as retail banking.
General Banking Department usually performs a lot of important banking activities. General
banking department is that department which is mostly exposed to the maximum number of
bank customers. It is the introductory department of the bank to its customers. All business
concerns earn a profit through selling either a product or a service. A bank does not produce
any tangible product to sell but does offer a variety of financial services to its customers. The
Narayanganj Branch of Jamuna Bank Ltd. has all the required sections of general banking
and these sections are run by manpower with high quality banking knowledge. Hence, a
touch of rich customer service is prevailing in the branch.

48

4.2 Function of this Department

FRONT

DESK/ACCOUNTS

CASH SECTION

IT SECTION

CLEARING SECTION

ACCOUNTS SECTION

OPENING

SECTION ( CRM, KYC & TP )

THE FOLLOING WORKS ARE DONE BY THESE SECTION:

ACCOUNTS
OPENING

SECTION
Accepting of Deposit

Opening of Account

Cheque book Issue

Accepting of deposit
Opening of account
Check book issue
Transfer of account
Closing of account

48

Transfer of Account

Closing of Account

4.3 Products of JBL Deposits

Types of Deposit Accounts Current Deposits
Savings Bank Deposits
Fixed Deposits (Term Deposit)
Short Term Deposits.
Monthly Term Deposits
Any other deposits as may be approved/ advised by Head Office.

4.4 Account opening section

It is said that, there is no banker customer relationship if there is no a/c of a person in that
bank. By opening an a/c banker and customer create a contractual relationship. However,
selection of customer for opening an account is very crucial for a Bank.
ACCOUNT OPENING PROCEDURE IN A FLOW CHART
1. Applicant fills up the
relevant application
form in the prescribed
manner.

2. He/She is
required to fill up
the specimen
signature card

3. For individual
introduction is needed by
an account holder

7. ACCOUNT IS
OPENED.

4. The authorized officers

analyze the introduction and
examine the documents
submitted.

6. After depositing the

cash one cheque book
& pay- in-slip book is
issued.

5. Issuance of deposit slip

and the deposit must be
made in cash. No cheque or
draft is acceptable to the
Bank.

48

 Before opening of a current or savings account, the following formalities must be

completed by the customer:
a) Application on the prescribed form;
b) The customer is filled up the form;
c) Introduction:
The following persons can introduce an a/c opener:
i. An existing current/savings account holder of that branch;
ii. An officer of that branch (not below the rank of an Assistant Officer.);
d) Furnishing photographs;
e) Banker will supply a set of printed forms required for opening the account, which will
normally include:

2 copies of Specimen Signature Cards (SSC);

Check Book Requisition slips;

f) Customer should carefully read and full-fill the application form;

g) Putting specimen signatures in the specimen card.
h) Any special instructions with regard to operation of the account should be

noted on the

relevant signature card boldly duly authenticated by the a/c holder should be obtained;
i) The required Account Number for the new Account from the Account Opening Register
should be obtained;
j) Obtain the signature and a/c number of the Introducer on the advice of new accountant the
place meant for the purpose and gets the signature properly verified by an Authorized official
of the Bank;
k) The Deposit slip properly filled in and signed by the customer;
l) Then the new a/c number should be written at the appropriate place of the Deposit slip and
mark new Account on both the copies of the deposit slip and request the customer to deposit
the money at the cash counter;
m) Place the signature cards, Advice of new account, a copy of Deposit slip, photographs and
other necessary papers/documents etc. in a file;
n) Obtain approval of the Authorized officer for opening the new account on all relevant
papers. While giving approval for opening an account the Authorized official should be
satisfied about the Introducer;
o) The Authorized officer on the advice of new A/c and on the specimen signature cards
should also attest the signature of the new a/c holder;

48

p) After approval of the opening of the a/c, get the Chequebook requisition slip signed by the
customer;
q) Deliver the cheque book to the customer after properly marking the Account number name
and place of the branch on each leaf of the checkbook;
r) On completion of account opening open a file for the new a/c holder and file all relevant
papers forms etc.
Application form for current/saving account:
Following are the contents of the application form for opening Savings/current A/C

Name of the Applicant

Fathers name/Husbands name

Present address

Permanent address

Occupation

Nationality

Phone No.

Special instruction for operation of the account

Nominee

Specimen Signature

Introducers Name

Introducers Signature

Ammount deposited

Classification of customers:
a)

Proprietorship (Sole traders);

b)

Partnership firms (Registered or Unregistered);

c)

Joint stock Companies (Private Limited companies/Public ltd.);

Documents required for all types of Accounts & Customers:

1.

Advise of New Account (in duplicate)

2.

Specimen signature cards (in duplicate)

3.

Account Opening Agreement Form

4.

Photographs of Account Holders (in duplicate)

5.

Deposit Slips Book

6.

Cheque book Requisition slips

48

7.

Letter of mandate authorizing another person/s to operate the A/c on behalf of the

Account holder, where necessary.

*Know Your Client (KYC) Form:
KYC profile Form which fill up the general requirement of information. Under these form
such kinds of informations are mentioned:
1. Customer/Account name
2. Account or Reference Number
3. Name of Account Officer/Designated Officer.
4. Nature of Business and Source of funds
5. Who is the actual owner of the Account?
6. Original Passport/Voter ID sighted
7. For Non-resident &Foreigners (reason for opening the account in Bangladesh & Type of
visa resident or work).
Additional documents are to be obtained for opening some special accounts.
Sole Proprietorship:
1. Copy of valid Trade License.
2. Recent Passport size Photograph(s) of signatory attested by the Introducer.
3. Sole Proprietorship Declaration.
4. Citizenship Certificate/Photocopy of Passport/Tax Certificate/Voter Card.
5. Transaction Profile.
6. *KYC Form
Partnership:
1. Copy of Partnership deed of the Firm.
2. Firm registration Certificate (if registered).
3. List of Partners with their address.
4. Copy of valid Trade License.
5. Photographs of signatories attested by the Introducer.
6. Citizenship Certificate/ Photocopy of Passport/Tax Certificate/Voter I.D Card.
7. Resolution of the Partners of the Firm for opening the account..
8. Transaction Profile.
9. *KYC Form.

48

Limited Liability Public/Private Company:

Certified copy of the Memorandum and Articles of Association of the Company.

Certified copy of Certificate of In Corporation.

Certificate copy of Certificate of Commencement of Business (for Public Limited

Company).

Certified copy of From 12 of the company.

Photograph(s) of signatories.

List of Directors with Addresses

Copy of valid Trade License.

Transaction Profile.

*KYC Form

RECENT ADD FOREIGN ACCOUNT TAX COMPLIANCE ACT (FATCA)

DOCUMENT FOR ACCOUNT (ATHORIZE BY CUSTOMER)

The provisions commonly known as the Foreign Account Tax Compliance Act (FATCA)
became law in March 2010. It applies from December 2014 for opening any account.
FATCA targets tax non-compliance by U.S. taxpayers with foreign accounts
FATCA focuses on reporting:
By U.S. taxpayers about certain foreign financial accounts and offshore assets
By foreign financial institutions about financial accounts held by U.S.
taxpayers or foreign entities in which U.S. taxpayers hold a substantial
ownership interest
The objective of FATCA is the reporting of foreign financial assets; withholding is the
cost of not reporting.

4.5 Issuing Cheque Book To The Customers

Issue of fresh cheque book
Fresh cheque book is issued to the account holder only against requisition on the prescribed
requisition slip attached with the cheque book issued earlier, after proper verification of the
48

signature of the account holder personally or to his duly authorized representative against
proper acknowledgment.
REQUISITION SLIP
FILLED PROPERLY
ALONG WITH THE
CHEQUE BOOK
NUMBER.

BANKER
VERIFIES THE
SLIP

BANKER ISSUES
NEW CHEQUE BOOK
IF EVERY THING IN
THE RIGHT FROM

ENTER THE NEW CHEQUE

BOOK NUMBER IN THE
REGISTER BOOK AGAINST THE
SPECIFIC CUSTOMERS NAME
ISSUE OF NEW CHEQUE BOOK (FOR OLD ACCOUNT):
All the procedure for issuing a new Cheque book for old account is same as the procedure of
new account. Only difference is that customer have to submit the requisition slip of the old
Cheque book with date, signature and his/her address. Computer posting is then given to the
requisition slip to know the position of account and to know how many leaf/leaves still not
used. The number of new Cheque book is entered on the back of the old requisition slip and
is signed by the officer.
CLOSING THE ACCOUNT
Upon the request of a customer, an account can be closed. After receiving an application from
the customer to close an Account, the following procedure is followed by a banker. The
customer should be asked to draw the final cheque for the amount standing to the credit of his
a/c less the amount of closing and other incidental charges and surrender the unused cheque
leaves. The a/c should be debited for the account closing charges etc. and an authorized
officer of the Bank should destroy unused cheque leaves.

4.6 Cash Section

Cash department is the most vital and sensitive organ of the branch as it deals with all kinds
of cash transactions. This department starts the day with cash in vault. Each day some cash
that is opening cash balance are transferred to the cash officers from the cash vault. Net figure
of this cash receipts and payments are added to the opening cash balance. The figure is called

48

closing balance. This closing balance is then added to the vault. And this is the final cash
balance figure for the bank at the end of any particular day. Cash department in the Jamuna
Bank, Narayanganj Branch is authorized dealer of foreign currency, so it can deal with
buying and selling of foreign currency.
Functions of Cash Department
Cash payment is made only against cheque
Cash Payment

This is the unique function of the banking system which is known

as payment on demand
It makes payment only against its printed valid Cheque
It receives deposits from the depositors in form of cash

Cash Receipt

So it is the mobilization unit of the banking system

It collects money only its receipts forms

4.7 Clearing Section

This section receives all kinds of Cheques in favor of the client for clearing as the part of
their banking service. After receiving the Cheque it is necessary to endorse it and cross it
specially. Basically the Cheques for clearing are of following types:

Types

Explanation

Clearing Process

48

Inward
Clearing
Cheque

Cheques

from

the Partys A/C

Clearing House, of our bank

(Outward
Bills

for

Collection)

JBL General Account ------------Cr.

branch

of

JBL, respective branch and request them to

send IBCA. When IBCA comes, then

Narayanganj

within our clearing customers accounts are credited for the

house area

amount of the Cheque.

These Cheques are sent to clearing

Clearing
Clearing
Cheque

------------Dr.

Cheques of other These Cheques are directly sent to the

OBC

Outward

received

Cheques of another house via the Principal Branch. When

bank

within

our drawee bank honor the Cheques, then

clearing house area

the account of Cheque depositors are

credited.

Received for Collection: It will be given at the deposit slip.

Received too late for Collection: In case an Instrument is presented for clearance after the
Banking hour, then this seal is given at the deposit slip.
Branch Crossing: Authorized officer put branch crossing at the face of instrument for
clearance.
Payee A/C credited: When an instrument is received by the clearance section then this seal is
put at the backside of the instrument.
Date: Date will place at the face of the instrument along with collection seal.

4.8 Remittance
Remittance is the main part of general banking. The banks receipt and disburse various types
of bills through remittance within the country. Remittance is another important sector of
Jamuna Bank Limited from where it earns a lot of foreign exchange every year. Remittance
means to send or transfer money from one place to another. Against this bank charges some
commission from the client. Moreover bank charges commission on the basis of the bills

48

amount. Mainly there are two types of remittances they are Inward remittance and Outward
remittance.
a. Inward Remittance:
Inward remittance deals with funds from overseas. It can be
i. Cash remittance through TT (Telegraphic Transfer)
ii. Remittance due to export
b. Outward Remittance:
Outward remittance is fund remitted to overseas on behalf of performed in the Following
way:
i. Telegraphic Transfer
ii. Demand Draft (DD)
iii. Mail Transfer
iv. Remittance due to import.
Types of Remittance are:

PO (Pay Order)
TT (Telegraphic Transfer)
DD (Demand Draft)
IBC (Inward Bills for Collection)
OBC (Outward Bills for Transfer)

MONEY TRANSACTION:
Sending/Transfer money from one place to another place for the customer is another
important service of banks. And this service is an important part of countrys payment
system. For this service, people, especially businessmen can transfer funds from one place to
another place very quickly.
Demand Draft
Pay Order
Online Transaction

4.9 Accounts Section

Accounts Department is called as the nerve Centre of the bank. In banking business,
transactions are done every day and these transactions are to be recorded properly and
systematically as the banks deal with the depositors money. Any deviation in proper

48

recording may hamper public confidence and the bank has to suffer a lot otherwise. Improper
recording of transactions will lead to the mismatch in the debit side and in the credit side. To
avoid these mishaps, the bank provides a separate department; whose function is to check the
mistakes in passing vouchers or wrong entries or fraud or forgery. This department is called
as Accounts Department.
Daily Task:
The routine daily tasks of the Accounts Department are as follows, Recording the transactions in the cashbook.
Recording the transactions in general and subsidiary ledger.
Preparing the daily position of the branch comprising of deposit and cash.
Preparing the daily Statement of Affairs showing all the assets and liability of the
branch as per General Ledger and Subsidiary Ledger separately.
Making payment of all the expenses of the branch.
Recording inter branch fund transfer and providing accounting treatment in this
regard.
Checking whether all the vouchers are correctly passed to ensure the conformity with
the Activity Report; if otherwise making it correct by calling the respective official
to rectify the voucher.
Recording of the vouchers in the Voucher Register.
Packing of the correct vouchers according to the debit voucher and the credit voucher.
Periodical Task:
Preparing the monthly salary statements for the employees.
Publishing the basic data of the branch.
Preparing the weekly position for the branch which is sent to the Head Office to
maintain Cash Reserve Requirement (C.R.R)
Preparing the monthly position for the branch which is sent to the Head Office to
maintain Statutory Liquidity Requirement (S.L.R)
Preparing the weekly position for the branch comprising of the breakup of sector wise
deposit, credit etc.
Preparing the weekly position for the branch comprising of denomination wise
statement of cash in tills.

48

 Preparing the budget for the branch by fixing the target regarding profit and deposit so
as to take necessary steps to generate and mobilize deposit.
Preparing an Extract which is a summary of all the transactions of the Head Office account
with the branch to reconcile all the transactions held among the accounts of all the branches.

48

th

5 Chapter
Human Resource Department
Policy

5.1 Selection Process

The selection process of The Jamuna Bank Limited is designed to identify the right fit
for a position.
At JBL, we pursue the following selection process:

48

48

th

6 Chapter
Findings & Recommendation

6.1 Findings
Management of the Bank is to work for creation of conceptual framework covering core
elements of developed Model Marketing Plan (MMP) of Jamuna Bank Limited to face
the competition and changes in the banking industry into the new millennium for sustained
growth of business / profitability of the bank. To accomplish the tasks of formulation of
MMP focus should be made on the following issues are the findings of this report.

48

Major Findings
Business philosophy that identifies current and future opportunities, defines magnitude and
quantum, determines target markets and cluster, and decides on products, services and
programmers to secure entry to markets for economic and financial gains were made. The
aim of planned marketing efforts is to understand customers and to ensure that offered
products and services adapt to targeted customers needs perfectly. The marketing plan to be
designed to perform tasks of stimulating demands for Banks products and services to
influence the level timing and composition of demand help customers consummate their
business objectives.
Executives and officers working at various levels in the Bank to be groomed with clear
understanding of the entire range of products and banking services ensuring quality of
services help accomplish set target of customers satisfaction. The techniques those to be
pursued for transforming of strategies into action through Model Marketing Plan (MMP)
to achieving the goal of higher customer satisfaction along with sustained growth of
profitability for the Bank are :
Proper grooming of employees through classroom and hands on training.
Receive the customers with smile
Improve office atmosphere to give customer friendly feeling
Provide intimate attention to your customers needs
Customers convenience will receive priority
Evaluate customers needs in proper perspective and shortcomings be explained
logically.
Time consumed in servicing customers is minimized.
Deeply familiarize customers with benefits of offered financial services.
Use modern tools and techniques and evaluate customers credit needs professionally.
Decision making process should be free of ambiguity and be time conscious.
Alternative solutions should be explored and evaluated.
Develop communication skills.
Develop effective management information systems (MIS).
Diagnose macro and micro environment niches and explore the prospects.
Help new entrepreneurs to formulate business plans.
Fresh entrepreneurs should be provided with counseling.

48

 Understand customers funding needs and create Total Solution.

Monitoring of disbursement and need based use of loans.
Recycling of credit ensuring recovery as per repayment schedule.
Ensure reasonable spread and return on assets.
Build good value for sponsors and shareholders.
Influence of employee morale and emotional needs as associated with delivery for services
cannot be ignored towards improvement of the quality of services. The contribution of the
following persuasive techniques is to be motto of Jamuna Bank Limited under the MMP to
appease the human apathy towards goal congruence.
Attend problems of subordinates with tender care.
Inter-personnel relationship should be cordial.
Display positive attitude to problem solving.
Practice group participation in problem solving.
Innovative ideas should be nurtured.
Organization goals should be comprehensive and visible.
Update banking knowledge by organizing training programmers and seminars.
Motivate subordinates through leadership skills.

6.2 Recommendation
Improvement of the HRD
The HR department of the bank is one of the weakest areas and many of the human resource
development policies and practices are not being followed or implemented. Though, there has
been performance appraisal for the employees but still it is lying idle and no action has been
taken. The management should immediately apply the performance appraisal system and take
appropriate actions on the basis of that appraisal. All sorts of promotions or other benefits
should be based on the report of the performance appraisal. The traditional method of

48

considering years of work experience as the criteria should be changed and rather the new
method of looking at the output, productivity and quality of the work should be considered.
The HR wing has to be more active rather than maintaining administrative duties. Other than
the head of this division, the staffs in this wing are incompetent for this position. More
qualified and skilled HR professional should be recruited for this department for the future
growth of the HR in JBL. The HR department should be gradually extended at the branch
level as the bank is expanding so that each branch has a HR official.
Better recruitment
JBL must pursue a strong and an effective recruitment system so that the right people are
recruited at the right job. As already mentioned earlier, other than the Probationary Officers
and Management Trainees there are major flaws in the recruitment of the staffs from other
banks during the embryonic stage. But now as the bank is expanding, it must focus on
attracting, getting and retaining qualified personnel for filling up its positions. It is worth
spending more on attracting qualified human resources rather than getting the wrong people
in the wrong positions.
Stop Reference Appointment
JBL management and particularly the Board of Directors must change the system of
appointing people by giving their reference. It has been deeply observed that most of the
reference appointees are not up to the standard and have a poor performance. For the sake of
the banks future and further strengthening the quality of work force, this tendency to appoint
people on reference must be stopped. It may not be absolutely possible to eliminate the
reference appointment system as it is a local private company., but still the tendency can be
reduced to a certain extent if bold steps are undertaken by the management and the Board of
Directors.
Improvement of quality of service
Like in many other emerging market economies, commercial banks in the Bangladesh
economy are to face an increasing competition for their business in the coming days. Their
business will no longer remain easy as they had earlier. The real change in the banking
business has started to come with the govt.s decision to allow the business in the private
sector in the middle of the eighties.
Branch Expansion
For expanding geographically the bank should open up new branches in strategically
important places. The bank can open branch in Mirpur 1, Malibag, Rampur, Noakhali,

48

Jatrbari, Sonargaon, Savar, Barisal, Bogura, and Dianajpur. Some of its rivals already entered
in some of these regions and some are on the way, so the bank should expand in these regions
without making any delay. Before entering into a new market the bank should do extensive
market research.
Delegation of authority
As a part of introducing participate management system in the organization, there should be
gradual delegation of authority in order to develop future leaders with in the organization.
Authority should be delegated gradually to a certain extent at the branch level for speedy
disposal of financial matters and providing faster services. Moreover, in a decentralized
organization there will be both top down and bottom up communication and therefore the
communication channel within the company becomes stronger. The top management also
comes to know better ideas from the lower level and many ideas from there can be
implemented for the development of the bank.
Promotional Decision
Promotional forms an important component of any marketing campaign. The intangible
dominant product services are no easily advertised. The intangible is difficult to depict in
advertising whether the media is print, TV or radio. Services advertising should thus
emphasize tangible cues that will help the customers understand and evaluation the service.
The following tips may be taken in this connection. They introduce other promotional items
these are EID card, New Year card for the entire customer. And other type of special gift like
moneybag, wall clock, pen for only special clients.
Organization Advertising
The branch can use advertising to promote principally the name of organization and keep it in
the forefront of customers consciousness, without referring in depth to any particular service.
The bank can use the type of advertisement by creating its name, which is designed to
distinguish itself in the mind of the customer from its competitors and refer it, more
attractive.
Service Awareness
There is a considerable degree of ignorance as to the range of specific services offered by the
bank. For this reason the brand should pursue advertising strategy aimed at rising the general
level of awareness of the range of services available giving some easy understandable details
or the particular item.

48

Service advertising
Can advertise its specific services either to promote and establish new products for to
maintain the success of existing ones. Set Advertisement of established services such as MSS
(Monthly Saving Scheme). SSS (Super Saving Scheme) etc. can be undertaken in response to
the growth of competition from other banks and financial institutions.
Service Differentiation
Benefit to customers-customers is the ultimate beneficiaries of the services. So there may be
some service which the customers are aware of but do not know their actual benefits. So the
branch can put its advertising effort to arouse the need in respect of particular service.

48

th

7 Chapter

Conclusion

7.1 CONCLUSION
Modern Commercial Banking is challenging business. The rewards are modest; the penalties
for bad looking are enormous. Commercial Banks are great monetary institutions, important
to the general welfare of the economy more than many other financial institutions.
There is a great supportive role of banking system in human society. If is vitally important for
a country to ensure quality banking service for flourishing the economic sector and enhancing
the overall business and manufacturing environment of the country that will ultimately
accelerate the national growth wheel
Modern Commercial Banking is challenging business. The rewards are modest; the penalties
for bad looking are enormous. Commercial Banks are great monetary institutions, important
to the general welfare of the economy more than many other financial institutions.

48

Jamuna Bank Ltd is an emerging bank. The bank has only completed seven years of banking
services. All the initial stages of business, every institution has to go through the difficult path
of survival. To achieve the confidence of the customers, the bank must execute some
improvements in its marketing and operational areas-JBL should try to win customers with
user friendly modern technologies. The bank should redesign all sorts of banking procedures
to be more user-friendly, attractive and impressive.
Jamuna Bank Limited started with a vision to be the most efficient financial intermediary in
the country and it believes that the day is not far off when it will reach its desired goal. JBL
looks forward to a new horizon with a distinctive mission to become a highly competitive
modern and transparent institution comparable to any of its kind at home and abroad.

7.2 Bibliography
Jamuna Bank Limited home page 2013,viewed 12th September 2013,<http://
www.jamunabankltd.com>
History of banking from world perspective. Available at
http://en.wikipedia.org/wiki/History_of_banking
Annual Report of Jamuna Bank Limited (2013)
www.wikipedia.org.
The official web site of Jamuna Bank Limited
www.bangladesh-bank.org.
www.thefinancialexpress-bd.com.
Jamuna Bank Ltd Branch Manual 2013.
Statement of Principal Branch, Jamuna Bank Limited.
Bangladesh association of bank (2010-2011-2012)performance highlights of members
bank, yearly published.

48

 Bedi, H.L. Practical Banking Advances UBS publishers distribution Ltd.new Delhi.
Hai, M. Enamul, Bank Management Jane publishers, January 1996.
Edward w.reed and edward K Gill Coomercial Banking prentice Hall, Nercy, 1989.

7.3 Appendix
Customer Satisfaction: A Study on Jamuna Bank Limited.
Dear Respondent,
I, the student of Business Administration of SEU University Bangladesh, am going to
conduct a research entitled Customer Satisfaction: A Study on Jamuna Bank
Limited. For this regard your kind cooperation is highly appreciated.
Please read the following question carefully and answer it.
QUESTIONNAIRE
Identification of satisfaction level of customer of Jamuna Bank Limited
1. Name
2. Age limit 21-30 30-40 41-50 Above 50
3. Education:
a) SSC b) HSC

c) Graduate

d) Post Graduate

e) Others

4. Profession:
a) Private Service

b) Govt. Service

e) Housewife f) Others....
5. Income Range (monthly BDT):

48

c) Business

d) Student

a) Below 10,000

b) 10,000-20,000

c) 21,000-30,000

d) Above 30,000

6. What type of facilities do you take from this bank?

Current Accounts

Savings Accounts Fixed Deposit

Pay order/ Demand Draft Term Loan SOD

Reliability
7. Jamuna Bank Limited provides services as promised to the customers.
a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Strongly

Agree
Agree
Disagree
Disagree
8. Jamuna Bank Limited shows a sincere attention in solving your problem.
a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Strongly

Agree
Agree
Disagree
Disagree
9. The bank charges reasonable service fees for the service they perform.
a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Moderately e)

Disagree

Strongly

Disagree

Responsiveness
10. The employees in the bank give you prompt service.
a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Moderately e)

Disagree

Strongly

Disagree

11. Employees in the bank are always willing to help you.

a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Moderately e)

Disagree

Strongly

Disagree

Assurance
12. The behavior of employees of Jamuna Bank Limited generates confidence in you about
service quality.
a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Agree
Agree
Disagree
13. Employees of the bank are always courteous with you.

48

Strongly

Disagree

a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Agree
Agree
Disagree
14. Employees of the bank have the knowledge to answer your queries.
a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Disagree

Moderately e)

Disagree

Strongly

Strongly

Disagree

Empathy
15. Jamuna Bank Limited shows attention to you individually.
a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Agree
Agree
Disagree
16. The employees of the bank understand your specific needs.
a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Disagree

Moderately e)

Disagree

Strongly

Strongly

Disagree

Tangibles
17. Jamuna Bank Limited has modern equipment.
a) Strongly

b)

Moderately c) Agree

d)

Moderately e)

Agree
Agree
Disagree
18. The Banks physical facilities are visually appealing.
a) Strongly

b)

Moderately c) Agree

d)

a) Strongly

b)

Moderately c) Agree

Agree

Agree

d)

Disagree

Moderately e)

Agree
Agree
Disagree
19. Employees of Jamuna Bank Limited appear smart.

Strongly

Disagree

Moderately e)

Disagree

Strongly

Strongly

Disagree

20 Comment.
Thank you for your kind cooperation.

48