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My Days at “Mega Bank Nepal Limited” An Account of my Internship Prepared by Suraj Ghimire Submitted to King’s College International American University In partial fulfillment of the requirement of the course of Bachelor in Business Administration Kathmandu Date: 2013 November 27

Internship Report: Mega Bank

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This is the slightly modified version of the report submitted by me to the college in partial fulfillment of the requirement of Bachelor in Business Administration course. I had submitted the same final report to Jenu mam of Mega bank as well. I tried to be as original as possible while writing this report. I want to acknowledge everyone from whom I knowingly or unknowingly burrowed ideas and images.

Text of Internship Report: Mega Bank

  • 1. My Days atMega Bank Nepal LimitedAn Account of my InternshipPrepared bySuraj GhimireSubmitted toKings CollegeInternational American UniversityIn partial fulfillment of the requirement of the course ofBachelor in Business AdministrationKathmanduDate: 2013 November 27

2. ACKNOWLEDGEMENTI have tried to make this report as succinct and as original as possible. So, I have avoided clichs of conventional Report writing which has saved this report from being identical copy of any other report found in the market. I have used my experience and first-hand knowledge to complete this report rather than overwhelming it with encyclopedias of banking terms which is irrelevant to what I did during my internship.Being unconventional brings challenges as well as opportunities to experience new things. And this challenge has been met quite successfully during my internship period and during the preparation of this report as well. If not for the following people, my report would not have been completed: Ms. Jenu Thapa; Head Human Resource, who gave me an opportunity to be selected as an intern in Mega Bank Nepal Limited. Mr. Sujeet Dhakal; Branch Manager, New Baneshwor Ms. Samikshya Pokhrel; Operations-In-Charge. Mr. Rajeev Sharma; Internship co-ordinator ,Kings College Mr. Bhim Prasad Pokhrel Mr. Sujan Ale Mr. Suman Pokharel Ms. Rubina Shakya Ms Nitisha Pathak Ms. Suvechhaa Pant Ms. Prakriti Acharya Mr. Anjan PokharelGuard Dai, Driver Dai and all Staffs of Mega Bank, N. Baneshwor.My Acknowledgement extends to my fellow interns of Mega bank; and to my friends, family members who has always been an integral part of my life. 3. - 2 -Suraj GhimireLIST OF ACRONYMSATM Automated Teller MachineBBA Bachelors in Business AdministrationCAD Credit Administration DepartmentCEO Chief Executive OfficerCSD Customer Service DepartmentEMI Equal Monthly InstallmentI.T Information TechnologyKYC Know Your CustomerLtd LimitedMBNL Mega Bank Nepal LimitedNRB Nepal Rastra BankSCT Smart Card TechnologySME Small and Medium-sized Enterprises 4. - 3 -Suraj GhimireExecutive SummaryThis report consists of the experience and knowledge accumulated during my internship in the Mega bank. I would like to pinpoint some of the major work done, findings, conclusions and recommendations as follows:Activities I marketed for the Special Loan scheme of Mega bank Khancho ko Sancho and also convinced customers for opening their deposit accounts in the bank. I dealt with customers and solved their problems regarding ATM, product offerings, its benefits etc. I helped Sujan Dai, the staff of Mega bank in Loan documentation process. I also performed Basic tasks like photocopying, faxing and filling out deposit forms for the customers when needed.Findings People hesitate to apply for loan in commercial banks when they are in need of money. Expectations of people with the bank is quite high, they want higher interest rate in deposit and lower interest rate while burrowing. A lot people are either illiterate or dont have proper banking knowledge, so they need extra attention from the bank.Conclusion The internship helped me to get real life knowledge about different banking scenarios. I got some idea about how the economy runs. As it was my first job experience, I got to know many things that I should take care of while entering to the professional world. I was also pretty impressed by the Dai culture being followed in the bank which minimized the distance and brought more understanding between every staffs.Recommendations Majority of the general public have got some fear of bank, they dont want to get inside bank premises. So, the bank must make policies to make it a friendly and comfortable place for the customers. Banks should be more aggressive to tap the remittance coming in terms of billions of rupees into the banking system. Bank should facilitate their customer to make reasonable expectation with the bank so, that they wont get disappointed. Banks should prepare themselves for the possible arrival of foreign banks in Nepali banking scenario by maintaining sound financial health and minimizing operational costs. 5. - 4 -Suraj GhimireTable of ContentsChapter One ............................................................................................................................................................ - 5 -INTRODUCTION ................................................................. - 5 -BACKGROUND ..................................................................................................................................................... - 5 -OBJECTIVES OF THE INTERNSHIP ............................................................................................................... - 5 -DETAILS OF INTERNSHIP At Mega Bank, New Baneshwor Branch ............................................................ - 5 -INTRODUCTION OF MEGA BANK ..................................................................................................................... - 5 -ORGANIZATION STRUCTURE OF MEGA BANK ............................................................................................. - 6 -TYPE OF INTERNSHIP: ....................................................................................................................................... - 11 -Chapter Two ......................................................................................................................................................... - 12 -2.1 ASSIGNMENTS UNDERTAKEN DURING THE INTERNSHIP ..................................................... - 12 -Conclusions & Recommendation ........................................................................................................................ - 13 -Learning from the activity / function .................................................................................................................. - 13 -2.2 PROJECT UNDERTAKEN DURING THE INTERNSHIP ............................................................................ - 14 -Marketing for Khancho ko Sancho ................................................................................................................. - 14 -Chapter Three ....................................................................................................................................................... - 18 -PROGRAM WORKPLACE RELATIONSHIP .................. - 18 -3.1 Skills used during the internship ....................................................................................................................... - 18 -3.2 Implication of the textbook knowledge in the workplace ................................................................................. - 19 -3.3 Objective ........................................................................................................................................................... - 21 -3.4 Expectation ....................................................................................................................................................... - 21 -3.5 Actual perception .............................................................................................................................................. - 22 -Chapter Four ........................................................................................................................................................ - 23 -CONCLUSION .................................................................. - 23 -Bibliography .......................................................................................................................................................... - 24 -Appendix ............................................................................................................................................................... - 25 -List of people Contacted .................................................................................................................................... - 25 -Layout of the 1st floor, Baneshwor branch ......................................................................................................... - 25 - 6. - 5 -Suraj GhimireChapter OneINTRODUCTIONBACKGROUNDOBJECTIVES OF THE INTERNSHIPAs partial fulfillment of the requirements of the Bacheolars of Business Administration programme of Kings College, International American University, I was assigned to Mega Bank Nepal Limited to do an eight-weeks internship.DETAILS OF INTERNSHIP At Mega Bank, New Baneshwor BranchAddress: New BaneshworPosition: InternDepartment: CSD, CADWorking Duration: 8 weeks (6th Nov 2012- 6th Jan 2013)Work Hours: 10 Am 5 PmName & Designation of Internship Supervisorat Mega Bank: Ms. Samikshhya Pokharelat Kings College: Mr. Rajeev SharmaINTRODUCTION OF MEGA BANKBackground to Mega BankThe initial concept of establishing a truly inclusive MEGA bank was envisioned by a group of individuals from a diverse range of backgrounds lead to the incorporation of Mega Bank Nepal Limited as Nepal's largest A class commercial bank with an authorized capital of Rs.4 billion and an issued capital of Rs.2.33 billion.The banking activity of mega bank has been limited to the urban and semi-urban areas of Nepal. It has not been set up only to provide better products and services that are currently offered in the financial sector but also to penetrate and capture the rural market.The Bank has been promoted by 1219 promoters from across 63 districts of Nepal. The promoters are divided into 6 clusters, with each cluster being represented by one seat on the Bank's Board; 7. - 6 -Suraj Ghimirecomprising of accomplished personalities from the field of tourism, development, academicians, economists and businessmen.ObjectivesThe core of Mega Bank's Vision is to be the banker to every Nepali and delivering five star quality services to all its customers. So far the Bank is going forward and will be centered on ensuring Mega Bank works towards becoming the 'Banker of every Nepali from Plough to Power - Halo to Hydro'.Its Mission is to consistently deliver 'Service Excellence to Create Mutually Beneficial Relationships' with all our stakeholders.In order to achieve this Mission all the members are committed to Mega Values of being Service Centric, Transformational, Action Oriented, Result Focused, Synergistic in every manner to provide five star quality banking to Customers, Shareholders, Regulators, Community, and Staff, creating, building and strengthening relationships of mutual benefit.. The acronym of its Values is S.T.A.R.S. reflecting its commitment to the Mega Service culture.ORGANIZATION STRUCTURE OF MEGA BANKBoard of DirectorsProf. Dr. Madan Kumar Dahal ChairmanDr. Duman Thapa DirectorProf. Dr. Govind Nepal DirectorMr. Bhoj Bahadur Shah Director 8. - 7 -Suraj GhimireMr. Gopal Khanal DirectorMr. Madan Kumar Acharya DirectorMr.Sushil Ram Mathema DirectorMr.Ishwar Bahadur Gurung DirectorMr. Shambhu Bikram Thapa DirectorManagement teams Members PositionAnil Keshary ShahChief Executive OfficerAnupamaKhunjeliChief Operating OfficerRaveenaDesrajShresthaChief Consumer Banking and Corporate AffairsTulsi Ram PokharelCompany SecretaryPradyumanPokharelHead- Deposit, Remittance and CardAmitShresthaHead - Mega SME BankingPragyaPandeyHead- Mega Corporate Credit -BidyaKantaAdhikariHead - Legal & Share OperationsShambhu B. ThapaBranch Manager - Main Branch & Head - ATMDeny ShresthaHead - Global Markets & Trade Finance 9. - 8 -Suraj GhimireRaju Krishna ShresthaHead- Administration and Network ExpansionJenuThapaHead - Human ResourcesBipulRayamajhiHead - Operations & Shared DistributionRajesh SharmaHead - Credit AdministrationRiteshLamichhaneHead - Mega Deposit CentreSujeetDhakalHead - Consumer LendingRamesh KhadkaHead - Finance & PlanningShyam ChandHead - IT & SWIFTYubrajGuragainHead - Mega Micro BankingShilu AryalIn - Charge Corporate AffairsPRODUCTS AND SERVICES OF MEGA BANK NEPAL LTD Account And Deposit Mega LokapriyaBachatKhata Mega SubharambhaBachatKhata Mega Current Deposit Account Mega ByaparBachatKhata Mega Fixed Deposit Account Mega Dhamaka Mudhati Khata Mega SwabhimanBachatKhata Mega Nari Special Account Mega Young Star Saving Account Mega Youth - MY [email protected] Campus Account Mega Karmachari Bachat Khata FCY Fixed Deposit Account Consumer Lending Mega Auto Loan Mega Home Loan Mega Mortgage Loan 10. - 9 -Suraj Ghimire Mega Mortgage Overdraft Mega Personal Loan Mega Education Loan Mega Margin Lending Mega Loan Against Fixed Deposit Mega Loan Against Govt. Securities Remittance Card Corporate Banking Corporate Lending Trade Finance Letter of Credit Bank Guarantee SME Banking Micro Banking Direct BankingAREA OF OPERATION AT CSD (The department I was deployed on) Introduction to CSDCustomer Service Department is primary level department that generally deals with the customers directly. The department is often called as information desk as customers first contact in this department for their queries and the department being responsible for providing the surface level assistance to the customers. Therefore it is the first and the most important place for the organization especially in the banking area because it is the place where a customer is convinced to invest their savings in the organization. Service provided by CSDThe following activities and services are provided by the intern during the internship program.1. Account Opening: 11. - 10 -Suraj GhimireAccounts are opened in the form of personal and corporate account. The various forms of personal account are saving account, current account and fixed deposit account. Various schemes are available according to the saving need of the customers. The intern performed the following functions: Providing the application form Providing the information on minimum balance requirement and the interest rate along with facilities of each deposit schemes. Verifying the attached documents Preparing the voucher for deposit Filling the KYC ( Know Your Customer) form Handing the documents to the authorized personnel Making the Xerox copy of citizenship certificate or any other identity card.2. Issue Cheque BookCheque book is issued to the current and saving account holders. General condition applied for issuance of cheque book as: When a new account is opened. When existing account holder request for cheque book.Mega Baneshwor Branch provides free cheque book to the account holders in different accounts. Cheque book is issued after the signature verification by the authorized staff.3. Issuance of ATM cardsThe ATM cards of Mega Bank are prepared by the Card Centre, so it takes about a week for delivery to the account holder. ATM is SCT card that is provided to the customers, which can be used in any ATM machines. It is issued free of cost but an annual cost of Rs 100 is charged. It is issued after the verification of signature by authorized staff.4. Issuance of Statement of AccountAccount statements are the statement that shows the transactions done by the respective account number in certain period of time. To get the account statement the customers must fill the register for their details which includes the information like account number, name of the account holder, signature of the account holder, and time duration i.e. from when to which date to issue the statement.5. Issuance of E-banking:The bank provides free e-banking facility to its customers. Through e-banking customers can perform all the transactions by means of the internet. Once the e-banking request form is submitted by the customer, the internee had to check the details and after lodging into the system by respective staff, the user name and password is issued to the account holder.6. Maintaining Records, Book-keeping and Filing:Various records like ATM cards, e-banking, cheque issuance and account opening form of account holders are maintained in the bank by operation department. The work of filing and indexing has to be done and it is assigned to the internee during the internship period.7. Account ClosingAccount holders close the account when their purpose of account is finished or if they see better investment opportunities in other area rather than deposit in bank. For this, application in standard format needs to be filled by the customer which is then examined by the staff and forwarded to authorized personnel. As per the policy of the bank, certain charge is deducted from the account and the remaining amount is refund to the client and unused cheques are returned back to bank.8. Other General Services Provided by CSDSome general activities were also done in Customer Service Department which is as follows: 12. - 11 -Suraj Ghimire Balance enquiry Signature update Handling telephone calls Handling customer queries Getting authorized signature on different documents.TYPE OF INTERNSHIP:The internship work that I performed can be called as a mix of General as well as specific tasks. General in a sense that I performed normal day to day tasks assigned to any intern like filling up Daily transaction List, KYC form, photocopying etc. But I had got a specific task assigned to me as well; which was to do marketing of a loan scheme launched by Mega bank. 13. - 12 -Suraj GhimireChapter TwoASSIGNMENTS/ACTIVITIES/PROJECTS UNDERTAKEN2.1 ASSIGNMENTS UNDERTAKEN DURING THE INTERNSHIPBeing placed in the Baneshwor Branch Office, my responsibilities in early days of my internship were: To learn some basic work at bank like photocopying the documents, how to send faxes, how to fill the different types of form of services provided by bank etc. To fill remittance form for the people To learn how to make SCT card for the client and necessary entry for that purpose. To search the file of card of different client and filing the records. To renew the client card and card closure job for those who doesn't need it. To check for the completeness of information provided in loan documents and filling up the papers with provided information while I was placed in CAD.Procedure of the activity / functionThe activity that I performed as an intern involved basic skills of computer software, hardware and its applications. I had to ask people for various information while filling Account Opening form, KYC Form, and had to write in deposit slips if they could not do so by themselves. I had also occasionally assisted people who had problem in withdrawing Money with their ATM cards by noting the error message shown in the ATM machine. I also had to fill up forms for Loan with the provided information and had to cross verify documents during insurance renewal of the Collaterals.My role in the activity / functionLoan approval process is a very lengthy and time consuming process full of technical formalities and preliminary works before the actual Loan sanctioning takes place. Being an Admin in the CAD department, I had to deal only with the later part of the process which was before the finalization of deal between two parties i.e.; Bank and the Debtor. The step by step works that I performed to complete the assignment are as follows: Collecting all the information about the applicants via documents provided by him to the bank like Citizenship certificate, Passport, Bill book, License, Land ownership certificate etc. Asking the customer for missing information which cant be found in such documents like Grand mothers name, Spouses name, temporary address, telephone number etc and asking for photos of applicants. Filling up the Loan papers which includes Loan deed, Promissory note, Personal Guarantee etc Filling the form in specified format with the provided information. When the loan is finalized, asking the applicant to read the agreement and to undersign it with signature and thumbprint. 14. - 13 -Suraj Ghimire Opening a current account for the applicant from where the loan amount can be withdrawn and be re-paid each month in the form of EMI.Conclusions & Recommendation ObservationsThe Procedures involved in the disbursement of loan is very lengthy and full of Legal formalities. The agreement between two parties is legally binding. Property valuation and disclosure of income source is carefully analyzed to ascertain the credit worthiness of any client. The client also negotiates with the bank for a favorable interest rate and if the client has good credit history and/or has met sufficient condition to pay off the loan, the Bank also dont want to lose such customer and both parties finalize the deal. ExperiencesMy experience as a bystander and an observer in CAD has provided me practical understanding of the Loan procedures. I saw many renowned people and public figures to be rejected from taking the loan because of insufficiency of their assets, due to weak source of income and even due to bad past records. The terms, clauses and conditions in the loan agreement are very stringent and helps the bank to stand strong in case the Debtor does not pay off the Loan. Suggestions/ RecommendationsMy suggestion to improve the service of bank would be to shorten the lengthy process to as short as possible. This can be achieved through use of technology and by increasing the efficiency of Staffs. This not only improves the service experience but also minimizes the associated costs and risks. The recommendation were taken positively and the Bank has been consistently trying to provide better service. ConclusionTherefore, I got a chance to gain knowledge about the various steps involved in loan process. I had no idea about the loan, its types, eligibility to get loan, its payment terms and various other factors associated with the process of loan.Learning from the activity / function What I learntI learned about the steps involved from application to approval of a Loan. This on the job learning has a very huge implication as much of the concepts learned reside in long term memory making it more fruitful way of learning key concepts. Usefulness of the processThis learning process eliminated my misconceptions regarding loan. Previously, I had thought loan as the last minute option to be thought of when we have no any source of money for any task we are going to do. But, what I have learnt is that many people who have enough money in their bank balance also opt to go for loan. They want to get maximum return from their investment and make a very calculated analysis of risk and return from all available alternatives of financing. Difficulties I faced and how I overcame them?I did not face much difficulties because Sujan Dai always helped me out whenever I was making mistakes whether it was during the filling up of the forms or while identifying key documents to be filed in the cabinet. Once, I misplaced the files of two different clients but Sujan Dai recognized the mistake and politely taught me the right way to place them. 15. - 14 -Suraj Ghimire2.2 PROJECT UNDERTAKEN DURING THE INTERNSHIPMarketing for Khancho ko SanchoIntroduction: Background of the research/surveyKhancho ko Sancho is a deposit cum loan package aimed at people affected from the road expansion drive of the government in the Valley. The main motive of this scheme is to provide loan to those affected by the road expansion for the reconstruction of the properties for house-owners and assist Business people to rebuild their business. This scheme falls under the Mega Reconstruction loan and Mega SME business rebuilding loan. Both the loans are provided with attractive interest rate of 10 percent per annum with no processing fee. The turnaround time for this specially designed loan will be three days of receipt of the required document. Moreover, the bank also offers the facility of moratorium period of 1.5 years under term loan facility for housing reconstruction. Also, under this scheme, bank is also offering personal overdraft facility with attractive features.As an intern, I was deployed to create awareness of this scheme among the general public. As this was a field activity, I visited and inspected different damaged properties alongside the expanded road from Sankhamool to Old Baneshwor Stretch. I convinced many people to opt for this scheme and exchanged contact information for further follow up from the Bank itself. Purpose of the programThe purpose of the program was to collect information about the prospective client of the bank, their willingness to take the Loan, their feedback and to convince them that our product was the best offer they can get from any Bank. Information soughtWhat we did was just a preliminary work and actual Process would begin afterwards when the client would make his/her footfall in the bank. Our job was to collect very little information so that Bank could be in touch with them if needed, the information we collected from these prospective clients was their name, type of loan they are applying for, their address and contact number.Methodology Applied How did we do about it?We did field visit to collect the primary data about the clients who had been affected by the damage made due to the expansion of the Road. We walked on our foot from SankhaMool to Battis putali to identify damaged properties and to communicate about our scheme to the Needy People. Explanation of the methods we used to gather data, information, background etc.The method we used to gather data was interviewing the people and asking them if they were in search of a helping hand to get them out of this hardship. We used more personal approach to evoke feelings and we sympathized with them. We did not want to be seen as an agent of a profit oriented institution instead we presented ourselves and the Bank as a Savior who could get them out of this miserable situation. 16. - 15 -Suraj Ghimire The activities we undertook to complete the assignment.The activities we undertook during this assignment were as follows:- Field Visit of the affected regions in and around the Sankhamool-Baneshwor Road. Asking the bystanders if they knew about the Owner of particular damaged structure. Introducing ourselves and the scheme of the Bank to the owner of structure or to the business owner if available. Listening to the prospective client and Sympathizing with them. Asking if they were looking for some sort of financing to rebuild their properties. Providing them the visiting card of the Bank and asking them to visit the bank at time of their convenience. Collecting their information and knowing if they are willing to take the loan.Data Analysis and InterpretationThe outcome was pretty fruitful as most of the interested Respondents called up themselves or visited the Bank premises to know more about the scheme. But, as we know actual Loan procedure is very complex and does not subject to the interest shown by the Applicant alone. So, I have no clear idea of how many respondents actually received the Loan and the information is too confidential to be disclosed.Khacho ko Sancho scheme was targeted to for reconstruction of damaged houses as well as affected business:-Total respondents60 Interested respondents 12Home Loan8 Business loan 4Loan not needed80%home loan13%business Loan7% TOTAL RESPONDENTS = 60 17. - 16 -Suraj GhimireMajor Findings & their discussionsThe major finding of the research was that many people were in need of external financing for the reconstruction and rebuilding of their properties but were reluctant to apply for Loan in banks because of lengthy procedures and complexities associated with collaterals. I was successful in communicating the benefits of this scheme like low interest rate, less turnaround time, waiver of processing fee, no need of extra collaterals other than the damaged property itself etc. which increased the number of respondents interested for loan by some numbers.Conclusions & Recommendations ObservationsMany houses were damaged partially or totally during the expansion of road. Due to very less time provided by the government to clear the properties within demarcation, many people faced an acute crunch of financing. This led people to seek loan from relatives and acquaintances but they also could not help much. This led them to Co-operatives and Finance companies who could provide loan in less time, with few collaterals, and low processing time albeit at a very high interest rate. In the meantime, Mega Bank came forward with this scheme which really proved to be helpful during the critical situation. ExperiencesI had a wonderful experience meeting people and talking with them. As Helen Keller had once said When one door of happiness closes, another opens; but often we look so long at the closed door that we do not see the one which has been opened for us. People often dont see the silver linings of the black cloud and instead of standing strong fall apart during tough times. The widening of road can bring them more opportunities in the future and only if they act now and reconstruct their damaged properties, they can enjoy higher profit in the future in the form of higher rent price and higher business activities. Suggestions/ Recommendations:My suggestion regarding the scheme would be to promote it strongly through conventional media because many people didnt know about the scheme. Had they known about the scheme beforehand, it could have been easier to convince them towards taking the loan as it would have re-enforced the message. I could not get a chance to convey this recommendation to higher authorities in the bank. ConclusionThus, the scheme provided by the bank has been found to be a huge success. The program was a win-win scenario for both the parties because the Loan-taker got Loan at convenience with little interest and Bank got a chance to increase its customer base, earn profit and more than that create a positive image in the mind of general public.Learning from the projectThe marketing research that I performed during my internship has imparted me with a lots of practical knowledge. I learned to communicate properly with our customers, empathize with their point of view and more than that convince people to sell our products.The process brought a huge change in me, as I got more time to be with people and talk with them. This would not have been possible had I not gone to the field and completed my job. Specially, in 18. - 17 -Suraj Ghimirethe age of Virtual Social Networks, I got to understand about the importance of face-to-face communication over Facebook communication.Most of the time, people were friendly and co-operative to discuss about the topic. But, sometimes people over reacted and shouted upon us for bothering them at the time of misery. But, eventually we were able to make our points clear and make them realize that we were there to help them. 19. - 18 -Suraj GhimireChapter ThreePROGRAM WORKPLACE RELATIONSHIP3.1 Skills used during the internshipSoft SkillsInter-personal skill:Inter personal skills includes the ability to clearly communicate the ideas, ability to be in friendly terms with everyone in and outside of organization, ability to control anger and the ability to impress people. These skills helped me learn more from my seniors in the organization. By asking pertinent question and asking for permissions to help them, I got more engaged into broad range of activities which imparted me knowledge of many things which would otherwise have been unknown to me.Problem solving skills:These skills include the ability to solve problems that arise anytime during the work hours. Sometimes we dont have enough time to consult our seniors so, we have to take immediate decisions. Many a times I fell into these kind of awkward situations where I had to make decisions all on my own while I was working at the customer service department, and marketing department. Our supervisor taught us to have a very positive attitude towards change. They helped us to handle the changing situations of the organizations.For instance: I had to deal with phone calls of customer when my senior staffs were having their lunch. I had to help decide people which Account scheme would be best to them. I also identified the problems of clients with their ATM cards by looking for the information displayed in Machine. I also managed to solve problems arising due to miscommunication between my fellow interns by dividing the task between them in fair way.Leadership skills:These skills include the ability to be a good leader and lead people in a way that they willingly follow the instructions made. Corporate leaders are role model for their sub ordinates in a sense that they follow their footsteps. Good leadership reduces the cost of organization because good leaders take their employees to the state of self-motivation and create a system that works on its own. This kind of visionary leadership is found in Mega Bank as well, where Mr. Anil Shah has been a perfect example of how a leader should be.I showed my leadership quality by advising my friends the right way to perform different tasks. I was a team player and coordinated with team members while in the field for marketing of Khancho ko SanchoAdaptability skills:It is the ability that is needed for working in the changing environment and adjusting with the change. Uncertainties are everywhere and we must cope with them or these uncertainties will crush us. I learnt how I should deal with customers and not to lose my cool even during the most distressful situation. 20. - 19 -Suraj GhimireEvery day was a different day while I worked in Mega bank. Each passing day brought me with challenges to overcome which I did successfully. But especially during the IPO of Civil Bank, there was a huge inflow of customers, and I did everything from my side to help staffs to manage the workload within time. Another change that brought considerable difference in our way of doing work was the new KYC form mandated by central bank. But I managed to open accounts in regular interval in spite of the difficulties faced.Time management skills:Working in Mega bank while still pursuing my studies was the greatest challenge that I faced during this internship. But all thanks to my time management skills that I efficaciously managed to divide time for both College and the Bank. My obligation towards study never compromised my commitment towards the Bank or vice versa. I was always punctual and regular in college as well as in the bank which can be referred from the attendance log of both places.Persuasion skills:Making people to think the way we want them to is the greatest magic and is very hard to execute for everyone. It is truer in the case of banks because banks have to persuade people to make deposits or to take loan and this has a very long term implication. I managed to persuade prospective clients to open accounts, make deposits and take loan and had to persuade my seniors to be favorable towards me and I think I was successful in my approach which is substantiated by the amount of deposit of about 400,000.00 that I managed to bring even when the interest rate of the bank had fallen to very low.Technical skills Basic computer skills: I used my basic skills of computer to perform many day to day tasks like opening related files and folders from different locations, printing Daily Transaction Lists, Searching in the internet about related banking information, typing in English and Devanagari scripts, operating Oracle software etc. The basic computer hardware knowledge helped me to solve minor problems which kept coming during the internship like malfunctioning of printer, photocopy machine, tangled wires, changing printer ribbon etc. Office package skills: My knowledge of Office package also helped me a lot during my internship period. I had to prepare various documents, reports, write emails, make charts etc. for which the Knowledge of programs like MS Word, MS Excel is very important. Accounting skills: I utilized my knowledge of accounting like debit and credit rules, Journals, Balance sheet etc. to prepare documents like transaction list, Manual check clearing and also to analyze the financial health of the bank.3.2 Implication of the textbook knowledge in the workplaceAlmost every subjects I have learned in BBA and even the knowledge amassed during my whole student life helped me at different times during my internship period. This knowledge helped me either to understand various phenomenon, situations and terminology or guided me to take some decisions or to 21. - 20 -Suraj Ghimiremake certain assumptions required to be competent enough in the workplace. I would like to pinpoint some courses I took in BBA that helped me during my internship with specific examples as follows:-Organizational behavior:The knowledge of Organizational behavior helped me a lot know and anticipate about the place i.e. Mega bank; where I was going to work and make myself prepared accordingly. I had investigated about the hierarchical structure of the branch and knew exactly the degree of respect and attention to devote on each of the staffs.Business communications:Business Communication was the course which I had been taught way back in my second semester but still the knowledge proved to be vital during my internship. I was able to communicate my ideas clearly with my seniors and with the clients while introducing the products offered by the bank. Thanks to the course, I wrote letters, prepared reports and documents with little or no supervision from my supervisors.Business Law:I could relate the lessons learnt in Business law class with the formal Loan documentation process. A Contract is legally binding agreement between two parties; bank and the borrower in case of Loan. My understanding of the essentials of a valid contract, steps involved in terminating a contract, conditions for a debtor to turn default etc. were pivotal while being involved in the Credit Administration Department.Financial Management:Debit and Credit rules are the minimum basics of any finance course. It not only helps in preparing journals, ledgers, balance sheets, income statements but also can help us understand the financial health of any organization, cash position and other critical financial indicators. There are basically two source of financing for any firm i.e. equity and loan. Many organization considered loan from the bank to expand their business to purchase vehicle, machinery and other fixed assets. The knowledge of individual clients and organizational clients helped me differentiate them, their accounts, type of loans, types of check they needed and the type of liabilities they owed towards the bank.Marketing:Marketing the products of bank; loan and deposit were one of the major responsibilities I had to accomplish as an intern. I needed significant knowledge of marketing to be able to sell these products through elaborate persuasion and by being on their shoes at times to understand what would possibly stimulate them to put their money in the bank. I was also able to pin down the marketing mix for the banking sector which were as follows:o Product: Variety of deposit accounts that bank offered basically categorized into fixed, saving, current and call Accounts. In case of loan they could be categorized as Housing loan, auto loan, SME loan, Education loan, Mortgage loan etc.o Place: The place where all the products of bank could be accessed were the different branches of bank, although loan is available from selected branches only. Interns did the job of taking bank to the doorstep of many households through door-to-door marketing.o Price: The interest paid on the loan can be considered as the price paid by the customers but in the case of deposits price paid by customers cannot be determined in monetary terms because they actually earn interest from it. The price paid could be taken as the transfer of ownership of cash from depositor to the bank for certain time and it has a time value. 22. - 21 -Suraj Ghimireo Promotion: Different media of communication have been used by banks to promote themselves like newspaper, television, internet, radio, bill boards etc. Direct marketing and referral marketing done by interns are also one of the most effective means of promotion.In addition to these courses, the orientation class taken by our internship Supervisor Mr. Rajeev Sharma at Kings college were also very helpful in getting myself accustomed with the practices, working environment, accepted norms, workplace relations of banks in general and to form realistic expectations before entering there as an intern. We also learnt about how to apply for internship, what to do and what not to do during internship, how to prepare internship report, how to face interview etc. Had there been no orientation classes, it would have been like taking nosedive into a river without knowing its depth. The classes boosted my confidence level and enhanced my understanding of the environment around me. I was told to actively participate in all the departments of bank so, I did not limit myself to mere photocopying and printing in the back office. I stepped out and served in Customer Service department, Credit Administration Department, marketing, as a messenger and as a transporter of cash between branches and head office.The occasional classes taken by our principal Mr. Narottam Aryal on broad range of subjects ranging from business ethics to career counselling were also quite helpful during internship. I applied these knowledge during different circumstances and the decision that I made turned out to be the right one.I made many positive contributions to the bank. I opened deposit accounts of 15 people, deposit totaling about 4 lakhs; brought a list of 12 people interested to take loan, their eligibility further to be verified by bank staffs. The contributions I made cant be calculated in monetary terms only because future benefits of the work are even higher. Majority of account-holders I brought are currently students and when they will start earning, they will deposit their surplus income in the bank creating more cash-flow for the bank. The loan disbursed will also create future cash-flow in terms of EMI paid each month. I have included the marketing list of Khancho ko Sancho prepared by me in the appendix section for informational purpose.Coming towards almost the end of my report, I would like to highlight the compatibility of internship situation with the learning objectives originally established for myself by comparing them in terms of Expectation vs. Reality:3.3 ObjectiveMy objectives for choosing bank for internship were as follows:- To know the day to day operations, functionality and profit models of banks and to find out the reason for the rapid proliferation of banking sector when all other economic indicator are not showing positive signs. To know about the procedures involved in loan, criteria to be met to obtain loan and what were the provisions for payback of loans. So, that it could be helpful if I need loan in future. To know about the purpose of credit cards, how to apply for it and how I could use it for online shopping.3.4 Expectation The initial expectation that I had formed before entering the bank was important to acclimatize myself with the banking scenario. I had expected that working in bank would be a hectic job because of different range of tasks to be performed daily. 23. - 22 -Suraj Ghimire My expectation was that I would use the system software and sit in the front desk serving the customer in filling the forms, checking their accounts etc. I expected I would be able to utilize my knowledge and skills to the fullest for helping my seniors in the bank. I expected some kind of training or orientation class would be provided to me before joining the bank. I expected the working environment would be very strict and I would have to be under strict supervision. I expected I would be the only one intern and it would be a tough time for me.3.5 Actual perception My expectation of the bank being crowdie and a hectic place to work on proved to be wrong because of the pleasant vibe irradiating from every staff working in Mega bank. We got chance to recreate ourselves whenever we got bored by shifting between the departments and helping each other. System software was not in the reach of interns because of the policy of bank and due to security reasons regarding the confidential information. So, I had to rethink of my expectation which was not possible at least for the time being working as intern. To be frank I could not utilize my full potentials for the bank because of the constraints of authority and time and also due to the communication gap between the hierarchies. There was no training and orientation before I entered the bank as intern. May be due to time and money constraints, the only rehearsal that I got was a small session of instructions from the supervisor. Much of the things I learned was from the interns who had been there before us. In contrary to my expectations the working environment at Mega bank was very friendly and co- operative. All the staffs were treated equally and called as Dai or Didi. The birthdays of each staff was celebrated by cutting cake and giving gifts to the birthday boy or birthday girl. And what more, all the preparation were done secretly and was thrown as a surprise to him/her at the end of the day. There were many interns at the time I joined the bank. This not only created a cooperative environment but also created positive competition between us to get favorable response from our Dais and Didis. All of my objectives were fulfilled in the course of time either learning by doing or by consulting about the subject matters with a Dai or Didi. 24. - 23 -Suraj GhimireChapter FourCONCLUSIONMy internship in Mega bank was the first instance of me, working in any professional field. So, I feel lucky to have Mega bank as the place of my first work experience. I had no any idea of the challenges to be faced after putting my foot in the professional world. The job was demanding but I did my best to create value for the bank and for myself as well.There are many memorable moments and awkward situations I faced working in the bank. I would like to mention few of them which brought considerable change in my perception of the world around me. The layout of the bank in the first floor is quite confusing. The exit glass door is adjacent to the passage leading to back-office. Many new consumers would confuse the passage as the exit-point as the exit door is camouflaged within the glass partition. Customers would enter the back office and get puzzled for not finding the exit. This would create a very funny situation and we would guide them to the exit door and politely show the bold letters stating Depart from here. Then they would laugh at their own stupidity and thank us for showing them the way. These situation highlights the importance of good layout design in enhancing the customer experience. It is a very minor thing to consider but might make considerable impact as the customer would feel embarrassed to visit the bank again.Another incident happened when we were doing home to home marketing for our product Khancho ko sancho. As we rang bell on the entrance of a building, no body answered from the inside. The shopkeeper on the ground floor suggested us to go upstairs as their landlord might also be needing loan. As we climbed the stairs, a women shouted from the top floor asking who we were and why we were there but before we could complete our sentence, she let her dog out which came running towards us. We had no option but to run away from there. This incident made me realize the difficulties faced by sales people, selling their products from door to door.If there was anything that I could change if I had the power to make my internship more valuable. I would change the condition of overall economy and increase the interest rate of deposit accounts. If there was a higher interest rate in the deposit accounts, I could have convinced more number of people to open accounts and could have encouraged them to save higher amount of money thereby positively affecting my performance appraisal as an intern in Mega Bank. 25. - 24 -Suraj GhimireBibliographyhttp://www.megabanknepal.comwww.myrepublica.com 26. - 25 -Suraj GhimireAppendixList of people ContactedThe following table consists of the list of the Respondents for Khancho ko Sancho Out of the 30 people contacted, 6 were interested to apply for loan on 1 particular day.Marketing list for Khacho ko SachoPerformed By: Suraj Ghimire,Date: 11/20/2012S.no.NameType of loanAddresseContact 1 Gopal Budhathoki SME Business loan Mid Baneshwor 98510107XX2Nabin Sharada MadhikarmyKhacho ko SachoMid Baneshwor01-44958XX98418095XX 3 Sunil KC SME Business loan Mid Baneshwor 98510332XX4Mukund P. PoudelSME business loanMid Baneshwor98135291XX 5 Namra Kumar Chhetri Khacho ko Sacho Purano Baneshwor, Battisputali Chowk 98417931XX6Manik shresthaKhacho ko SachoMid Baneshwor01-44986XXLayout of the 1st floor, Baneshwor branch