INTERNSHIP & COMMUNITY WORK REPORT

BY:
Sana ur Rehman
SAP ID: 6856
BBA-4YEAR SEMESTER
8

FACULTY OF MANAGEMENT SCIENCES,

RIPHAH INTERNATIONAL UNIVERSITY, AL-MIZAN CAMPUS,

RAWALPINDI, PAKISTAN
september 2022
1
INTERNSHIP REPORT OF THE BANK OF PUNJAB TENCH BHATTA
BRANCH,RAWALPINDI

BY:
Sana ur Rehman
SAP ID: 6856
BBA-4 years semester 8

SUPERVISED BY:
SIR RAJA ZOHAIB GHAFOOR

A REPORT IS SUBMITTED IN FULFILLMENT OF THE REQUIREMENTS FOR

THE DEGREE OF
BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATIONS
AT
RIPHAH INTERNATIONAL UNIVERSITY,
AL-MIZAN CAMPUS, RAWALPINDI, PAKISTAN
September 2022
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 RIPHAH INTERNATIONAL UNIVERSITY, RAWALPINDI
APPROVAL SHEET
SUBMISSION OF GRADUATION INTERNSHIP & COMMUNITY WORK REPORT

The following statement is to be signed by the candidates ‘supervisor (s), dean/hod and must be
received by the coe, before the dispatch of the thesis to the approved examiners.

CANDIDATE’S NAME & SAP ID #: Sana ur Rehman

PROGRAM TITLE: BBA 4-YEAR

FACULTY/DEPARTMENT: MANAGEMENT SCIENCES

ORGANIZATION TITLE: THE BANK OF PUNJAB, TENCH BHATTA,

RAWALPINDI.(0196)

I hereby certify that the above candidate’s work, including the report, has been completed to my
satisfaction and that the report is in a format and of an editorial standard recognized by the faculty
department as appropriate for examination. The report has been checked through turn tin plagiarism
(test report attached).

In-charge industrial liaison:

Date:

3
The undersigned certify that.

1. The applicant presents at a pre-culmination course, an outline and amalgamation of significant

discoveries of the theory, and that the examination is of a standard and broaden proper for
accommodation as a postulation.
2. I have checked the up-and-comer's postulation and its degree, organization and publication
benchmarks are perceived by the personnel/division as suitable.
3. The plagiarism checker has been performed. The report is attached.

Dean/head of faculty/department:
Date:

4
 Declaration of authentication

Ensure that the examination work displayed in this report is to the best of my insight sources. I declare
that this dissertation is my original work, gathered and utilized specially to fulfill the purposes and
objectives of this study, and has not been previously submitted to any other university for a higher
degree. I also declare that the publications cited in this work have been personally consulted.

Signature:

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 Acceptance certificate
Internship report by
Sana ur Rehman
Sap id 1

A report submitted in partial fulfillment of the requirements for the degree of bachelors in business
administration

We accept this report as conforming to the required standard

in-charge industrial liaison: (name & sig)

Vice voce panel members: (names & sig)

Hod/in-charge: _ (name & sig)

Dean: _ (name & sig)

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 Dedication

In the first place, i am delighted with the assistance of my almighty allah, who gave me the power to finish this
work & i dedicate all my efforts to my respected mother. Her prayers, support, love, and affection are always a
source of encouragement for me. They built my confidence and raised my strength whenever i felt weaker. A
vital role in my career development was played by my brother bilal abbas. He helped me a lot in my educational
career and guided me in choosing the best way of life. He was always there for me as a friend whenever i needed
him. I pray to allah almighty to keep me on the right path.

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 Acknowledgment

I might want to express gratitude toward allah almighty, who has provided me with knowledge,
patience, courage, and most importantly who empowered me to finish my undertaking. By the grace of
almighty allah, i was able to bring out this report in the final shape.
This is ritual of department of commerce to conduct internship for it graduate in summer vacation. The
credit of this term goes to the esteemed faculty of this department, who gave a chance to their students
to work in an organization besides their theoretical background to build practical knowledge.
I would also like to have a word of thanking the people of bop, who shared their knowledge and
experience with me to complete my period of internship there i want to say thanks to mr. M. Akram
(branch operation manager), ma’am humaira (asst. Finance manager tolling), ma’am ayesha manzoor
and ma’am sadia kanwal (sale manager). They gave me a great deal of data about the bank of punjab
(bop). In the last, i might want to express profound gratitude to every one of them who help me and
petition god for my prosperity.

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 Table of content

contents

Dedication ..................................................................................................... i

Acknowledgment .......................................................................................... ii

Table of content ........................................................................................... iii

Executive summary ....................................................................................... v

Chapter 1...................................................................................................... 1

Introduction ................................................................................................. 1
1.1. Organization brief history ................................................................................. 1
1.2. Vision ............................................................................................................... 2
1.3. Mission ............................................................................................................. 2
1.4. Core values ....................................................................................................... 2
1.5. Organogram: .................................................................................................... 3
1.6. branch structure ............................................................................................... 4

Chapter 2...................................................................................................... 5

Swot analysis ................................................................................................ 5

Strengths: ..................................................................................................... 5

Weaknesses ................................................................................................... 6

Opportunities ............................................................................................... 6

threats .......................................................................................................... 6

Chapter 3...................................................................................................... 7

Internship plan: ............................................................................................ 7

Week 1 .................................................................................................................................. 7
3.1. How i got internship ......................................................................................................... 7
3.2. Internship offer letter:...................................................................................................... 8
3.3. Details of training department wise/tasks performed: ......................................... 9
3.3.1. Operations department ................................................................................................ 9
3.3.2. Account department ..................................................................................................... 9
3.3.3. Remittances department .............................................................................................. 9
3.3.4. Clearing department ................................................................................................ 10
3.3.5. Cash department ........................................................................................................ 10
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 3.4.1 Working in different departments ............................................................................ 10

3.4.2 relationship of head office to the branch office:..................................11

3.4.3 internship week (with effect from 19h july 2021-30th august 2021) .................................
11Week 8 .............................................................................................................................................
12summary of learning ......................................................................................................................
12

Chapter 4....................................................................................................14

Conclusion & recommendation ...................................................................14

• • Recommendations .................................................................................14
Conclusion......................................................................................................15

• • Abbreviations
Certificate .............................................................................................................. 17
.............................................................................................16
• References ............................................................................................. 17

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 Executive summary

The internship is the process of applying business concepts and theories to real-world decision-making
which helps students to increase proficiency in the specific business discipline. The main resolution of
this internship report is to analyze the practicality of the market, from which i choose bank of punjab
(bop).
The internship is an important part of the bba program and provides the opportunity to all students to
learn about the partial working of the organization and improves their skills, business problems are
becoming more complex over time due to the achievement in the world. Students get many benefits
through this practical knowledge during their studies. This internship is not only helpful for making this
report but this education gives general knowledge about the business, decisions, and policies. In this
way, i feel that your mind starts thinking innovatively, broadly, and dynamically. Facing the challenges
of day-to-day life is not a difficult task to handle for the individual. Internship training at the bank of
punjab is aimed at providing the students a major unique opportunity to learn what the bank is all about.
I try my level best to produce the most comprehensive internship report for the bank of punjab by
systematically compiling all practical learning, hence making the report unique.
A main portion of the report consists of my findings and tasks that i have performed during my 6 weeks
internship and also i had observed the working of other people in bop also mentioned in this report. I
have done work in the operational and sales departments of the bop and learn about the activities which
are performed.
Every one of the endeavors in such a manner is referenced beneath. In the early part (chapter 1), i have
depicted the concise history of the bop. At that point, i have talked about the mission, targets, and
authoritative structure of bop. In chapter 2, i have talked about the swot analysis of the organization. In
the fundamental body part (chapter 3), i have talked about the various specialties of work i have done
during these 6 weeks and i have examined the explanation for choosing bop for my entry-level position.
In chapter 4, after the true finding, core result, i have also suggested some necessary recommendations
according to my observation. I have additionally depicted a few elements which impact the organization
both positively and negatively pursued by certain proposals for the organization to actualize.
During my internship, i had a great experience learning about the functions that bop executed.

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 Chapter 1
Introduction
1.1. Organization brief history

The bank of punjab was founded by tajammal hussain and it functions as a scheduled commercial bank,
with a network of over 587 branches in major business centers throughout the country. It is the seventh-
largest commercial bank in the country. It provides a wide range of banking services including deposit
in local currency; client deposit in foreign currency; remittances; and advances to business, trade,
industry, and agriculture. First punjab modaraba (fpm), a wholly-owned subsidiary of the bank, was
established in 1992 and is being managed by punjab modaraba services (pvt) ltd. The bank was set up
in 1989 according to the bank of punjab act 1989 and was given retail banking status in 1994.
Currently, the bank of punjab is headed by zafar masood who joined as president and ceo on april 16,
2020, after being appointed by the government of punjab, pakistan earlier and later being approved by
the state bank of pakistan. The bank of punjab (bop) headquartered in bop tower, main boulevard
gulberg, lahore is one of the prominent financial institutions of the country with pacra ratings: aa+ long
term and a1+ short term.
The bank of punjab has collaborated with 1link – pso / psp, payment, and switch program in pakistan. To
digitize the social security institute of punjab employees (pessi) to allow employees to receive, distribute,
or exchange payments across the county across digital channels.
In october 2018, the bank of punjab collaborated with the punjab safe cities authority. To support the e-
challan collection through an electronic monitoring system installed in lahore. The facility will enable the
collection of challan right at the location by punjab’s government branches such as traffic police.
The bank of punjab has signed a memo (mou) with karandaaz pakistan–a business investment forum–to
allow the government to digitize its payments.
The agreement will promote digital transactions for pakistani people, allowed by karandaaz software. And
expand a suite of digital financial services to support government and citizens alike.
Central board of revenue’s excellence award the central board of revenue awarded the bank of punjab with
the “excellence prize” in recognition of the bank’s contribution to the government exchequer.

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1.2. Vision
To be the customer focused bank with service excellence.

1.3. Mission

To exceed the expectation of our stakeholders by leveraging our relationship with the government of
punjab and delivering a complete range of professional solutions with a focus on pregame-driven
products and services in the agriculture and middle-tier markets through a motivated team.

1.4. Core values

1. our customers as our priority

2. profitability for the prosperity of stakeholders allows us to constantly invest, improve, and
success

3. Excellence i everything we do

4. Integrity i all our dealings

5. Respect for our customers and each other

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 1.5. Organogram:
The services in the bank of punjab are classified into different categories.

Category A:
• President
• Executive Vice President (EVP)
• Senior Vice President (SVP)
• Vice President (VP)
• Assistant Vice President (AVP)
Category B:
♦ Officer Grade I
♦ Officer Grade II
♦ Officer Grade III
♦ Cash Officer

Category C:
♦ Clerical Staff

Category D:
♦ Non-Clerical Staff
♦ Driver
♦ Guards

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1.6. branch structure

BRANCH MANAGER
(BOM)

SALE OPERATIONAL
DEPARTMENT DEPARTMENT

RM
PBO BOM
CSO RTO
GBO
TELLER

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 Chapter 2
Swot analysis

Swot stands for strength, weakness, opportunity, and threat. It is an analysis used to internal and
external factors of the organization. Internal factors include strengths and weaknesses. External
factors include opportunity and threat. Swot is an acronym for; strengths, weaknesses,
opportunities, and threats. So, to classify factors under these four categories, we need to ask
several swot analyses questions. Not just any questions but specific questions as per business and
context were asked, attached in appendix and following are the findings: bop is one of the fastest-
growing banks in pakistan. Best strategies can be accomplished by using swot analysis:
• The exploitation of organization opportunities and strength.
• Neutralization of threats.
• Correction and avoidance of weakness.
We can easily formulate strategy with the help of swot analysis keeping the organization mission
in context, manager focus on the internal strength and competencies and assess the weakness and
threats for an organization.

Strengths:

The major share of bop is owned by the government of punjab, so it can develop a good image
and trust among customers.
• Personal selling has a key role in banking services. The officers of the bank of punjab go
to the potential customer to develop the business. By the relationship with customers, they
achieve the deposit targets.
• The officer of bop is considered very professional in their fields. They do their jobs
according to the segment of a target market. The main strength is to treat their customer
as a friend and discuss their problem with them.
• Using this method the officers created a high perception of the bank in the customer's
mind, and this is why customers have trust and loyal relationships with the bank.
• Bop rapidly opening their branches all over their country so that their customers can easily
excess to the bank. The bank of punjab has a very good internal system. The records of
customers are held in a very secure way and easily accessible.
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Weaknesses

• A major weakness of bop even mentioned by the auditor is the lack of internal controls.
• Despite bop's several services and products, not even a single add is published on
electronic media.
• During my internship, i observed some of the employees burdened with overwork, which
i think should be distributed according to their posts and capabilities.
• Favoritism of employees.
• The bop has very little staff in this branch as compared to upper punjab. This creates
problems employees have spent most of their time in the bank to complete their routine
work. For this reason, their normal life is disturbing which creates irritation in the
behaviors of employees.

Opportunities

• The bop should focus on it, especially on e-banking as 21st-century future is information
technology like foreign bank bop can design universal account to improve the online
facility.
• Today the customers have different needs bop introduced a lot of schemes that will meet
the demand of dynamic customers, so with the wide range of products and services people
are becoming more loyal with the bank, also branding strategies of bank or helping them.
threats

• Businesses of all banks are growing day by day so bop has to face strong competitors.

• There are very difficult circumstances in our country at this particular time, banking sector
is facing a difficult situation, the bop is making higher profit the adverse situation can
harm the bank financially

• Businesses of all the banks are growing day by day so bop has to face strong competitors.

• There are very difficult circumstances in our country at this particular time, the banking
sector is facing a difficult situation, although the bop is making the higher profit the
adverse situation can harm the bank financially
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 Chapter 3
Internship plan:
Week 1
3.1. How i got internship

For internship, i applied to bop tench branch for summer internship on 10th june 2021. I received approval
of my internship request in form of a letter on 16th june 2021. In which i was requested to report mr.
M.akram (bom) tench bhatta rawalpindi. On 19th july 2021, i officially joined and enjoyed my temporary
engagement as an intern in the bop. The 6 weeks (starting from 19th july 2021 to 29th august 2021 with
office timing from 9:00 am to 5:30 pm) i spent in bop was very fruitful. It was a pleasant experience and all
the employees and other interns of bop were very cooperative.

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3.2. Internship offer letter:

8
3.3. Details of training department wise/tasks performed:
During the first two weeks, i was oriented by mr. M. Akram who gave a brief orientation about the bank
of punjab. I came to know that there were two units i.e.; operations & sales de. During my internship, i
have been working in the following departments, which are, operations department, cash department,
remittance department, clearing department, and sales department. After the orientation, i joined the
operations department as an intern under the supervision of mr. Akram bom, miss humaira, miss ayesha
manzoor, and mr taha chauhan. Under helpful supervision, details of these departments along with
activities being carried out there are as under:

3.3.1. Operations department

In operation department, activities are requiring nature to be handled. Operation managers handle all
quires and problems of the customer of branches and employees as well. Activities of operation
department are as under:

➢ Cash deposits
➢ Chaque payments
➢ Chaque deposits
➢ Supervision of clearing
➢ Online transfer of funds
➢ Demand draft
➢ Cashier cheque

3.3.2. Account department

In the accounting department, activities of different account opening and verification are handled.

• Risky account
• Foreign account
• Minor account

3.3.3. Remittances department

In the remittance department, matters of transfer of cash from foreign countries and other banks are
handled, the bill for collection is also handled. The main activities of this department are as under:

9
 • Bill for collection
• Inward bill for collection
• Outward bill for collection
• Western union
• Aftaab exchange
• Habib expresses
• Express money
• Remittance inward
• Remittance outward

3.3.4. Clearing department

In the clearing department’s checks drawn on pob by others, banks are handled. Core activities are this
department is:

• Outward clearing
• Inward clearing

3.3.5. Cash department

In the cash department, dealing of cash received and cash payment is handled. Cash receipts are in the
form of deposits in the account, demand draft, transfer commission, and other instruments that can be sold
in the market. The main activities of the cash department are:

• Cash receipts
• Cash payments
• Cash management
• Handling of fresh cash

3.4.1 Working in different departments

During my internship, i observed that other internees in the bank used to stick with one department only. I
would suggest that one must works in department for some time to gain a hand on experience of all the
departments. As in real working environment employee have to coordinate with other departments, so he/she
must know what the other departments operations are how they work.

I have observed during my internship that classroom knowledge and internship activities are correlated
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 positively somehow. Seriously the staff is needing some professional training. The methods are not updated
they are using the old method to do their jobs. They do not bring change and want to do the same routine
work. So, for that purpose bop should provide training facilities to its employees. Currently, there was no
credit card facility in our bank. So, efforts must be made by introducing a credit card facility at our branch.
During my internship, i witnessed that staff relation was not up to the mark. Most of the employee’s behavior
was not good to each other. So, it is my suggestion to the employees to build a strong professional
relationship. Respect for our customers and each other.

3.4.2 relationship of head office to the branch office:

The relationship of the head office to the branch office is also termed the management hierarchy. There is a
certain method of communication between head office and branch office. If the head office wants to
communicate with the regional office, the regional office will communicate with the area branch office and
then the area branch office will finally communicate with the branch office.

head office regional office area branch office

3.4.3 internship week (with effect from 19h july 2021-30th august 2021)

2st and 3nd week

I started my first day of internship with the introduction of bank employees and with the introduction of
bank departments. This week just know how to work done in the various departments in the bank like the
finance/ credit department, operation management, cash department, account opening department i knew
about the purpose of the bank and the functions of the bank and judge the practical performance of the
departments. I learned about basic modes of bop, then i learned about the characteristics of these modes in
the first week. Then i learned about the debit visa card and sms alert.

4th and 5th week

During the 4th week, they told me about the stamping of the account opening form. How and where to
stamp. Cutting is not allowed on the form i stamped an empty account opening form just for practice.

11
Personally, deals with the customers and gave them information about account and products information.
Fill two spare account opening forms for practice filled one account opening form of customers with the
help of operational manager m.akram. Personally, deals with the customers and gave them products
knowledge who wants to open their account filled the account opening form and also stamped the form.
Akbl is a centralized bank that’s why account openings have to fill carefully because the form is approved
by head office. Told me when they use a significantly different form. When they use addresses differ
form. And when a letterhead pad is required.
During the 5th week, i learned about how to maintain the record in the register when the checkbook is
delivered to the customer. I learned about how to maintain the record in the register when an atm card is
delivered to the customer. I learned about how to maintain the record in the register when cheque books is
delivered to the customer.

6th and 7th week

During my 6th week of internship, i came to know about the facility of lockers and its functions. Lockers
have 3 types: small size lockers, medium size lockers, and large size lockers. The officer told me its
functions and charges. I also learned about inward and outward clearing and learned how the transactions
are made.
During the 7th week, i learned about maintenance of tdr balancing report, cheque book maintenance report,
daily account maintenance report, and non-financial transactions report. And i learned about subsidiary
ledger and daily major deposit and withdrawals reports and also get an overview of these reports.

Week 8
summary of learning

• During my internship i have learned a lot, i have learned;

• How handle customers
• How to attract new customers (marketing strategies &schemes)
• How to works professionally
• How to solve problems of customers in the bank and provide them gaudiness in problems
• How to open an account

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Kinds of responsibilities undertaken during internship:
Following responsibilities, i have undertaken during my internship:
• Responsibilities of sending cheques through clearing
• Responsibilities of sending new accounts to head office responsibilities of
accounts opening and verification responsibilities of cash management.
• Responsibilities of foreign account management and dealings.

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 Chapter 4
Conclusion & recommendation

Recommendations

In the light of the knowledge obtained during internship and studying the organization, the following
recommendations may prove to be successful to the bank
• Physical facilities in a bank also play a role in enhancing its grade and sound image. The branch
should keep these facilities like furniture, parking facilities for the customer.
• Salaries of the officers must be compatible with other private banks so that the bop can attract
professionals, intelligent persons.
• Special awards should be given to the hardworking employees who performed extraordinarily in the
bank.
• The bank of punjab should concentrate more on advances than on investments
• The bank of punjab should use the latest technology because the bank can provide speedy, accurate,
and standard services in the delivery of products, loans, etc.
• To the customers will be successful e.g., computerization, fax installation.
• The authority should be delegated to the management level.
• Mis should be improved by connecting all regional offices and branches to the head office through a
network for timely delivery of information.
• Management of the bank of punjab should try to avoid the political influences and should give loans
on merit.
• The bank should make a plan to gear up its recovery function on war fooling and recognize the
recovery function.
• The bank of punjab should give some extra credit to concern to professional qualifications such as
bba, mba (it)’s, m.b.a’s, c.a’s a.c.m.a at the time of recruitment and selection.
• The interview should be conducted while recruiting personnel, to consider the personality characters,
communications skills, and sociability.
• The bank should adopt a policy to accommodate and facilitate the research scholars who want to study
banking affairs. The universities and other institutions can help to launch the studies regarding the
banking business.
• All possible efforts should be made to protect the bank from the interruption of the provincial
government.

14
• There should be an association of employees to convey the voice of the employees to the
administration.
• Participative management concept should be adopted, where ideas from the employees should also
be taken, not only for developing products but also service, efficiency, employee morale, etc. To
improve them.
• Bank of punjab is a very well-established bank, but the number of air conditioners they have in the
whole bank is very less. The bank should increase the number of its split units because summer stays
longer in rawalpindi.
• The number of securities cameras and guards in the branch are also less than they are needed,
• The number of fax machines and photocopying machines in the bank is also less than they are needed.
For photocopying, one has to go downstairs. So, there should be more machines and also their
placement should be at the right place.
• The bop should introduce more training programs for their employees. It will help less educated and
less experienced staff to grow and be a valuable part of the bank.

Conclusion

I would wish to conclude that i felt very lucky to be a part of bop because the workplace had skilled
working culture to offer. My motivation for a temporary position separated from being a degree necessity
was to extend purposeful information and skill regarding the activity market and it's been an encounter
brimful with learning and information. I thoroughly checked the performance of the bop and that i realized
that it's changing into one of the most growing banks in our country. The financial reports are encouraging
and the shareholders are very happy concerning it. Also, there are some flaws in their operations that they
have to overcome if they need to achieve the highest. Continuous efforts should be created to extend the
standard of the products and services of the bank. The spot is an interesting experience, that gave me
practical knowledge regarding the banking field. I observe banking activities very closely and become a
part of them. I learned a lot from my supervisor and understood the operations of banking. This internship
enhances my expertise and skills.

15
Certificate

16
 Abbreviations

Bop bank of punjab

Bom branch operational manager
Rm relatship manager
Pbo persol banking officer
Cso customer servise officer
Rionto remeetence and tax officer
Gbo general banking officer
Teller cashier

References

1. Mr. Akram (branch operational manager)

2. www.scribd.com www.pba.com.pk

3. http://en.wikipedia.org/wiki/bank_of_punjab
4. www.bop.com/prducts/48
5. www.sbp.com.pk www.bop.com.pk
6. http://www.antiessays.com/free-essays/74909.html
7. http://www.scribd.com/doc/51440815/4/business-volume

17