INTERNSHIP REPORT HBL Microfinance Bank
INTERNSHIP REPORT HBL Microfinance Bank
INTERNSHIP REPORT HBL Microfinance Bank
By
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INTERNSHIP CERTIFICATE
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Dedication to My Beloved Parents:
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To the pillars of my life, the unwavering support and boundless love that have shaped me
into the person I am today—my dear parents, this work is dedicated to you.
Words fail to capture the depth of my gratitude for the countless sacrifices you have
made on my behalf. From the very beginning, you embraced the profound responsibility
of nurturing a life, and you did so with unwavering dedication. Through sleepless nights
and selfless acts, you showered me with care, affection, and boundless encouragement.
Your unwavering belief in my potential has been the wind beneath my wings, propelling
me to reach for the stars. You nurtured my dreams, instilling within me the confidence to
pursue them fearlessly. Whenever I stumbled, your reassuring presence offered solace
and strength, reminding me that failure is merely a stepping stone to growth.
You taught me the value of hard work, perseverance, and integrity. Your unwavering
commitment to excellence has served as a guiding light, inspiring me to push my limits
and strive for greatness in every endeavor. Your wisdom and guidance have been my
compass, steering me towards the right path even in the face of uncertainty.
In moments of triumph, it is your faces I search for in the crowd, knowing that your pride
and joy surpass all others. And in moments of despair, it is your unwavering love that
provides solace and a sense of security.
Without your ceaseless support and belief in me, I would not be standing here today, on
the precipice of my accomplishments. This work is a testament to the immeasurable
impact you have had on my life—a token of my love, gratitude, and reverence for the
extraordinary parents you are.
With every word, stroke, and note, may this dedication serve as a humble tribute to your
immeasurable influence, and a small token of appreciation for the boundless love you
have bestowed upon me. Thank you, my beloved parents, for everything you have done,
and everything you continue to do.
ACKNOWLEDGMENT
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I would like to take this opportunity to express my heartfelt gratitude and extend my
deepest appreciation to Miss Faria Afzal, the Branch Manager of HBL Microfinance
Bank Dgkhan, for her invaluable guidance, support, and mentorship during my
internship.
Miss Faria Afzal's open-door policy and approachable nature made me feel comfortable
seeking her guidance whenever I faced challenges or needed clarification. Her patient and
encouraging demeanor created an environment where I felt empowered to ask questions,
learn from my mistakes, and grow both personally and professionally.
I would also like to extend my appreciation to the entire team at HBL Microfinance Bank
Dgkhan for their warm welcome, continuous support, and willingness to share their
expertise with me throughout my internship. Each member played a significant role in my
learning journey, and I am grateful for their contributions.
Lastly, I would like to express my sincere gratitude to HBL Microfinance Bank for
providing me with this invaluable opportunity to gain practical experience and enhance
my professional skills. The organization's commitment to nurturing young talent is
commendable, and I am honored to have been a part of such a dynamic and progressive
institution.
Once again, I extend my deepest thanks to Miss Faria Afzal and the entire team at HBL
Microfinance Bank Dgkhan for their invaluable support, guidance, and the incredible
learning experience they have provided me during my internship.
Executive Summary:
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This executive summary provides an overview of my internship experience at HBL
Microfinance Bank. During my time at the bank, I had the opportunity to gain practical
exposure, enhance my skills, and contribute to the organization's operations. This
summary highlights the key aspects of my internship and the valuable insights I gained.
One of the key areas of focus during my internship was customer service. I had the
chance to interact with customers, assisting them with their inquiries, providing
information on various financial products and services, and ensuring a positive customer
experience. This experience enhanced my communication and interpersonal skills,
allowing me to effectively address customer needs and provide tailored solutions.
I am immensely grateful to HBL Microfinance Bank for providing me with this valuable
opportunity and to all the individuals who guided and supported me throughout my
internship. This experience has not only enriched my knowledge but has also reinforced
my passion for the financial industry and my commitment to making a positive impact in
the field of microfinance.
TABLE OF CONTENTS
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Sr. No Content
2 Internship Certificate 2
Dedication 3
Acknowledgement 4
Executive Summary 5
Overview of the Organization 6
7
Organizational Structure 12
Plan of Internship 18
Training Program 20
Structure and Functions of 30
Marketing and Sales
Department
Customer Services 32
Department
Critical Analysis 35
SWOT Analysis 36
Conclusion 38
Recommendation 38
References 39
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HBL Microfinance Bank Ltd. (HBL MfB), was established in 2002 as a nationwide
microfinance bank, licensed by the State Bank of Pakistan. HBL MfB was created
through a structured transformation of the credit and savings section of the Aga
Khan Rural Support Program (AKRSP), an integrated development program to
pioneer the microfinance sector in the country since 1982 in Gilgit-Baltistan and
Chitral. HBL MfB was established with the mission to respond to poverty, and
contribute to the social and economic well-being of society by providing
opportunities to thousands of underprivileged households. Through targeted
financial and multi-sectoral products and services based on the evolving needs of
the underprivileged, HBL MfB continues to enable its clients to strengthen their
entrepreneurial base and build financial, physical, and human capital to secure
their future. Currently, HBL has a majority share-holding of 79.92% in HBL MfB.
Head Office
16th & 17th Floors, HBL MICROFINANCE BANK Tower, Blue Area, Islamabad.
Product lines:
Deposit Products:
Features
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Free Services*
Features
Free Services*
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Tenors
1 week
1 month
3 months
6 months
1 year
2 years
3 years
5 years
Features
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Features
Free Services
Features
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Secure as much as PKR 1,000,000 through easy deposits with 24/7 access to it
Free Services*
Features
Features
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Zakat deduction is not applicable
Free Services*
Features
Free Services*
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Loan Products:
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A finance facility of up to PKR 350,000 for pensioners of government, semi-
government and private institutions to facilitate them in all types of economic
activities.
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A financial facility of up to PKR 350,000 for individuals, especially women,
undertaking income generating business activities (home based or commercial) to
help as working capital and for asset acquisition.
A finance facility of up to PKR 3,000,000 for the upper-end micro enterprises and
farmers to cater to their working capital and asset financing needs.
A finance facility of up to PKR 1,000,000 for business owners and agriculture &
livestock farmers, to serve as working capital and cater to asset financing needs.
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A finance facility of up to PKR 150,000 for groups and individuals looking for
convenient monetary support for their economic activities & initiatives, housing
improvements and/or payment of educational expenses.
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A finance facility of up to PKR 350,000 for students and their parents to meet
tuition and other educational institutional expenses on semester or academic year
basis, with the convenience to repay over a short term by the parent of the student
or over medium to long term, by both the parent and student.
Digital Channels:
Debit Card:
24/7 access to cashless banking services and cash for our customers
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First Pay:
Access Banking:
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ATM Network:
USSD Banking:
Specially crafted delivery channel providing access to banking services for our
customers.
SMS Banking:
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Keeping track of your bank account just got swift and simple.
Live Chat:
Using the widely accessible world of internet, our agents are online and ready
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Social Media:
Present and active on all major social media channels keeping you conveniently
informed.
Agency Banking:
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Bank Other Services:
Insurance:
Home Remittance
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Raast:
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Organizational structure:
Chairman
President
Board of Directors
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Comments on the organizational structure
Downward Communication
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top management to subordinates in a downward direction. Managers can communicate
downward to the employees through speeches, massages in HBL MICROFINANCE BANK
publications, information leaflets, tucked into pay envelops material on bulletin boards,
policy and procedure mandates. The same pattern is followed at HBL MICROFINANCE
BANK. No doubt it’s a very
traditional approach but it can create problems because it ignores the receiver of the
communication because the issuer
Of policies and procedures does not ensure communication. In reality may the messages
communicated downward are not understood perfectly.
Chain of Command
The chain of command is an unbroken line of authority that links all persons in an
organization and shows who reports to whom. By analyzing the organizational structure it
can be found that there is a scalar principle followed with in the Bank because each and
every person knows to whom can one report. The authority and responsibility for different
tasks and duties are different, as well as every one knows the successive levels of
management all the way to the top.
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The chain of command illustrates the authority structure of HBL MICROFINANCE BANK.
Authority is the formal and legitimate right of the manger to make decisions, issues orders
and allocates resources to achieve organizational desired outcomes. By analyzing the
chain of command of HBL MICROFINANCE BANK, one can come to the conclusion that,
as there is scalar pattern followed at the organizational setup of HBL MICROFINANCE
BANK therefore it is implied that everyone in his position knows that what is one’s
authority and what is the responsibility and the authority it allocated.
Delegation
Delegation is the process, which managers use to transfer the authority and responsibility
to position below in the hierarchy. Most organizations today encourage managers to
delegate authority to the lowest possible level to provide maximum flexibility to meet
customer needs and adapts to the environment. But at HBL MICROFINANCE BANK no
such system prevails the managers try to keep as much of the authority as they can and if
some authority is delegated it is sure that it will be misused
Training program
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Critical analysis
Strengths
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Being the pioneer of banking in Pakistan, HBL MICROFINANCE BANK is the
oldest and is the richest in experience.
HBL MICROFINANCE BANK focuses on consumer banking by lucrative
schemes, products and services suiting best to the wants and demands of the
customers.
HBL MICROFINANCE BANK has opened all its branches at commercial areas
so that the customers or clients face no problems in reaching to the bank.
The band is always on the look to improve its services both to the domestic as
well as overseas customers.
Human resources development and introduction of new technology towards
modern banking.
24 hours cash access and safe payment products for high value transaction.
Having potential to encounter the competitive environment in the market.
Veteran and experience private management group also involved in other
interests like, textile and cement industry.
Customer enjoys the services at the residential localities.
Weaknesses
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Females feel uneasy in an environment among the male workers.
Victim of political, legal and socio-cultural pressures
.Lack of professionalism in the branch employees mostly.
Opportunities
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HBL MICROFINANCE BANK also has an opportunity to expand its new
technological advancement like; tele banking and internet banking facilities in order
to serve the customer more efficiently, specially
E-banking facility is also a new opportunity which is a flourishing business in
foreign countries and can also be here, if HBL MICROFINANCE BANK takes the
initiatives.
Further reduction in intermediation costs possible, with improving technology.
Due to efficient and veteran management group, HBL MICROFINANCE BANK
can also improve Ill and expand its foreign operation successfully.
Threats
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Facing more competition by foreign banks in the market.
Foreign banks are flourishing in field of consumer financing.
Also the increasing operation of private banks.
Highly attractive and advance services by foreign banks to their customers.
Recommendation I Propose
1) I will give following suggestions for the better function of the Bank:
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6) The Bank management should be very careful while granting the loans.
11) New talent / professionals should be hired to coupe with the competitive
demand in the industry.
14) The financial statement should be made more transparent and reliable.
Annexes
List of Annexes
Annex 1
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Brief history
Nature of the organization
Business volume
Product lines
Competitors
Annex 2
Organizational structure
Organizational Hierarchy chart1
Number of employees1.
Main offices
Comments on the organizational structure
Annex 3
Annex 4
Training program
Introduction of all the departments
Detailed description of the department you worked in OR Detailed description of
the project assigned.
Annex 5
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Department hierarchy
Annex 6
Annex 7
Critical analysis
Ratio analysis
Horizontal & vertical Analysis
Organization analysis in comparison with itscompetitors)
Future prospects of the organization.
Annex 8
Annex 9
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