Internship Report on Bank of Khyber

Salekhana Branch CODE 0147

Submitted by:

Faraz
Roll No # 623
19-AU-MSN-28
Submitted to the faculty of GCMS Jallozai NSR 1,
in partial fulfillment of the requirement for the degree of
BS-COMMERCE

Abdul Wali University Mardan

Session 2018-2022
 Certificate for approval

Faculty Supervisor
Signature : _______________________________
Name :
Designation: _______________________________

External Examiner
Signature : _______________________________
Name : _______________________________
Designation: _______________________________

Manager Internship
Signature : _______________________________
Name : _______________________________
 Declaration

I hereby declare that the internship report submitted to Abdul Wali Khan University by me is
my own original work. I am aware of the fact that in case my work is found to be plagiarized or
not genuine, Abdul Wali Khan University has the full authority to cancel my research work and
I am liable to penal action.

Student’s Name:
Registration:
Date:
 Abstract
This cooperative report entitled ‘Internship Report on The Bank of Khyber has the goals to
specific Objectives of the study that include: (1) to generate thorough understanding of the
working environment. (2) To acquire knowledge of overall banking procedure of commercial
banks. (3) To gain the experience to work independently to formulate projects. (4) To fulfill
the partial requirement for the Bachelors of BS program of the University. Working with the
bank, I was assigned to work as an intern in overall departments of the organization. My main
responsibility as an intern was to undertake any task assigned by the supervisor in each
department. Upon the completion of the internship, I found that working in a professional
environment is very interesting yet very challenging. Problems do arrive but these problems
can be solved by the joint efforts of the intern and the guidance of the supervisors. In this
matter, the students are able to learn more about the way an organization works and the way
that one can apply professionalism in his life, which are very much important for future
career development and profession.
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Acknowledgement

Writing of this report has been most significant academic challenges that I have ever
had to face. This report would not have been possible without the guidance and the help of
several individuals who in one way or another contributed and extended their valuable
assistance in the preparation and completion of this report.

First, I offer my sincerest gratitude to my supervisors in Bank of Khyber, whose

encouragement; supervision and support from the starting to the concluding level during the
entire internship period enabled me to develop a deeper understanding of the subject and
nature of the banking industry. One simply could not wish for better or friendlier supervisors.

Similarly, I would also like to thank the University and College for providing us with
an opportunity to come up with an internship opportunity that has resulted in widening.

Lastly, I offer my regards to all my family and friends who supported me during the
completion of both the internship and this report.

3
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Table of contents

CHAPTER 1......................................................................................................................................7

Introduction........................................................................................................................................7

1.1 Company Profile................................................................................................................................7

1.1.1 History of The Bank of Khyber ........................................................................................................7

1.1.2 Vision 8

1.1.3 Mission 8

1.1.4 Objectives..........................................................................................................................................8

1.1.5 Network Overview.............................................................................................................................8

1.1.6 Major Markets and Customers...........................................................................................................8

1.2 Organization Design and Structure....................................................................................................9

1.3 Statement of the report.....................................................................................................................11

1.4 Objectives of the Study…………………........................................................................................11

1.5 Roles and responsibility of the student............................................................................................12

CHAPTER 2....................................................................................................................................15

Internship Activities.........................................................................................................................15

2.1 Assignments and responsibilities of the students............................................................................15

2.1.1 Activities Performed in CSD...........................................................................................................15

2.1.2 Remittance Department...................................................................................................................17

2.1.3 Credit and LC Department...............................................................................................................18

2.1.4 Locker/ Accounts and Administrative Department.........................................................................20

CHAPTER 3....................................................................................................................................22

Identification of problems encountering during the Internship.......................................................22

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3.1 Indicating how we successfully solved the problem.......................................................................23

3.2 Examples..........................................................................................................................................23

CHAPTER 4....................................................................................................................................25

Contribution and Learning Process..................................................................................................25

4.1 Contributions of student made during the internship.......................................................................25

4.2 Details of related learning process and new knowledge received...................................................26

4.2.1 Key attitudes learned........................................................................................................................27

CHAPTER 5....................................................................................................................................30

Conclusion.......................................................................................................................................30

5.1 Self-assessment as a professional..............................................................................................30

References........................................................................................................................................31

Annex...............................................................................................................................................32
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List of figures
Figure 1: Organization Structure of BOK 10
Figure 2: Areas of Operation of BOK, Salekhana 12
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Chapter 1 INTRODUCTION

The banking sector in Pakistan is a crucial component of the country's economy. It comprises a
mix of public, private, and foreign banks offering a range of financial services. The State Bank
of Pakistan serves as the central regulatory authority, overseeing monetary policy and
supervising the banking industry. The sector has undergone significant reforms in recent years
to enhance efficiency, digitalization, and financial inclusion, catering to both urban and rural
populations. Islamic banking also holds a notable presence, providing Sharia-compliant
financial solutions. Overall, the banking sector plays a vital role in facilitating economic
growth and financial stability in Pakistan.
1.1 Purpose of study
If you are referring to the purpose of studying Khyber Bank, it could have several objectives
depending on the context. Here are a few possible purposes for studying Khyber Bank:
1.1.1 Research and Analysis: Studying Khyber Bank could involve conducting research and
analysis to understand its organizational structure, financial performance, market position,
customer base, and overall operations. This research could be useful for investors, analysts, or
researchers interested in the banking sector or specific aspects of Khyber Bank's operations.
1.1.2 Performance Evaluation: The purpose of studying Khyber Bank might be to evaluate its
performance in terms of profitability, asset quality, risk management, customer satisfaction, or
adherence to regulatory requirements. This assessment could be carried out by regulatory
bodies, consultants, or internal teams to identify strengths, weaknesses, and areas for
improvement.
1.1.3 Market Analysis: Studying Khyber Bank could involve analyzing its position in the
market, competition, customer preferences, and emerging trends. This type of analysis helps
the bank understand its market share, identify growth opportunities, and develop strategies to
stay competitive in the banking industry.
1.1.4 Risk Assessment: The purpose of studying Khyber Bank might be to assess its risk
profile and evaluate potential risks and vulnerabilities. This could involve analyzing credit risk,
operational risk, liquidity risk, or regulatory compliance. The findings can inform risk
management strategies and help the bank mitigate and control risks effectively.
1.1.5 Policy Development: Studying Khyber Bank could involve conducting research to
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inform the development of policies or regulations related to banking practices, financial

inclusion, consumer protection, or other aspects of the banking sector. The aim is to gather
insights from the bank's operations and experiences to inform policy decisions and promote a
sound and inclusive financial system.
1.1.6 Case Study: Studying Khyber Bank as a case study could serve educational purposes. It
could be used as a real-world example in business schools, finance courses, or banking
programs to illustrate concepts, strategies, challenges, or best practices in the banking industry.
It's important to note that the specific purpose of studying Khyber Bank would depend on the
goals and objectives of the researchers, analysts, or stakeholders involved in the study.

1.2 Scope of the study

The scope of a study on Khyber Bank would depend on the specific research objectives and the
depth of analysis desired. However, here are some potential areas that could be included within
the scope of a study on Khyber Bank:
1.2.1 Financial Performance: The study could focus on analyzing Khyber Bank's financial
statements, including its balance sheet, income statement, and cash flow statement. This
analysis could involve assessing the bank's profitability, asset quality, liquidity, capital
adequacy, and financial stability over a specific period.
1.2.2 Market Positioning and Competitive Analysis: The study could examine Khyber
Bank's market share, customer base, and competitive landscape. It may involve comparing
Khyber Bank's products, services, and pricing with other banks operating in the same market to
identify its competitive advantages and challenges.
1.2.3 Risk Management and Compliance: The study could assess Khyber Bank's risk
management practices, including credit risk, operational risk, liquidity risk, and compliance
with regulatory requirements. This analysis could involve evaluating the bank's risk
management frameworks, policies, and procedures.
1.2.4 Customer Satisfaction and Service Quality: The study could investigate Khyber Bank's
customer satisfaction levels, customer service quality, and loyalty. This could be done through
surveys, interviews, or analyzing customer feedback data. The scope may include assessing the
effectiveness of customer relationship management strategies and identifying areas for
improvement. Digital Transformation and Innovation: The study could explore Khyber Bank's
digital transformation initiatives, including the adoption of new technologies, digital banking
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services, and innovation strategies. This analysis could involve assessing the impact of
digitalization on customer experience, operational efficiency, and competitive positioning.
1.2.5 Corporate Social Responsibility: The study could examine Khyber Bank's corporate
social responsibility (CSR) initiatives and their alignment with sustainable development goals.
This may involve evaluating the bank's efforts in areas such as environmental sustainability,
social welfare, community development, and ethical business practices.
1.2.6 Governance and Leadership: The study could focus on Khyber Bank's corporate
governance structure, leadership effectiveness, and board composition. It may involve
assessing the bank's governance policies, decision-making processes, and the role of key
stakeholders.
It's important to note that the scope of the study can be tailored based on the specific research
objectives, available data, and resources. Researchers may choose to focus on specific aspects
mentioned above or expand the scope to include additional areas of interest related to Khyber
Bank.

1.3 Methodology of the study

When it comes to studying a bank like Khyber Bank, there are several possible methodologies
that can be considered depending on research objectives. Here are a few general steps and
methodologies followed in this study:
1.3.1 Research objectives: The research objectives for this study are to analyse the bank's
financial performance, customer satisfaction, risk management practices and some other
specific aspects.
1.3.2 Review of existing literature: A thorough review of existing literature has been
conducted and included in the report using academic papers, reports, and other available
information on Khyber Bank.
1.3.3 Data collection: The data was collected from financial statements, annual reports,
customer surveys, market data, or any other relevant sources.
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CHAPTER 2 Overview of the Organization

2.1 An overview of the Bank of Khyber

The Bank of Khyber (BOK) is a Pakistani government-owned bank that operates under the
supervision of the Government of Khyber Pakhtunkhwa (KPK). Established in 1991, the bank
has its headquarters in Peshawar, KPK, Pakistan. It is recognized as one of the leading banks in
the region, primarily focusing on providing banking services to individuals, businesses, and
government entities.
Here are some key points about the Bank of Khyber:
2.1.1 Ownership and Governance: The Bank of Khyber is a fully government-owned bank.
The KPK government holds 100% of the shares, making it a public sector bank. The bank
operates under the guidelines and regulations set by the State Bank of Pakistan, which is the
central bank of the country.
2.1.2 Branch Network: The Bank of Khyber has an extensive network of branches across
Pakistan, with a significant presence in Khyber Pakhtunkhwa province. It has expanded its
operations to other provinces as well, including Punjab, Sindh, and Baluchistan. The bank has
both conventional and Islamic banking branches to cater to the diverse needs of its customers.
2.1.3 Products and Services: The Bank of Khyber offers a wide range of financial products
and services. These include deposit accounts such as current accounts, savings accounts, fixed
deposits, and term deposits. It also provides various types of loans, including personal loans,
car loans, home financing, and agricultural loans. The bank offers trade finance services, credit
cards, and remittance facilities as well.
2.1.4 Islamic Banking: The Bank of Khyber has a dedicated Islamic banking division that
provides Shariah-compliant financial products and services. It operates under the principles of
Islamic finance, ensuring that its offerings comply with Islamic law. Islamic banking customers
can avail themselves of services like Murabaha, Ijarah, Musharakah, and Islamic asset
management. Financial Inclusion and Microfinance: The Bank of Khyber actively participates
in promoting financial inclusion and supporting micro, small, and medium-sized enterprises
(MSMEs). It has a Microfinance Department that focuses on providing financial services to
low-income individuals and micro-entrepreneurs. This department offers microfinance loans,
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micro-savings accounts, and other related services.

2.1.5 Technology and Digital Banking: The bank has embraced technology to enhance its
banking services. It provides online banking facilities, allowing customers to perform various
transactions, check account balances, and access other services through internet banking.
Additionally, the Bank of Khyber has developed mobile banking applications for both Android
and IOS platforms, enabling customers to perform banking operations on their smartphones.
2.1.6 Corporate Social Responsibility: The Bank of Khyber is actively involved in corporate
social responsibility initiatives. It supports various community development programs,
education projects, healthcare initiatives, and disaster relief efforts. The bank aims to contribute
to the well-being and development of the communities it serves.
In summary, the Bank of Khyber is a government-owned bank based in Pakistan. It offers a
comprehensive range of banking products and services, including conventional and Islamic
banking solutions. With a focus on financial inclusion and technological advancements, the
bank strives to meet the banking needs of its diverse customer base.

2.2 History of the Bank of Khyber

The Bank of Khyber has a relatively short but eventful history. Here is an overview of its key
milestones:
2.2.1 Establishment: The Bank of Khyber was established on July 1, 1991, under the Khyber
Pakhtunkhwa Provincial Assembly Act. It was created as a government-owned bank to cater to
the banking needs of the province of Khyber Pakhtunkhwa in Pakistan.
2.2.2 Commencement of Operations: The bank commenced its operations on August 1, 1991,
with its headquarters located in Peshawar, the capital city of Khyber Pakhtunkhwa. Initially, it
started with a limited number of branches but gradually expanded its network over the years.
2.2.3 Expansion and Growth: In the early years, the Bank of Khyber primarily focused on
providing banking services within the province of Khyber Pakhtunkhwa. However, it later
expanded its operations to other provinces of Pakistan, including Punjab, Sindh, and
Baluchistan. This expansion helped the bank increase its customer base and establish a stronger
presence in the country.
2.2.4 Introduction of Islamic Banking: In line with the growing demand for Islamic finance, the
Bank of Khyber established an Islamic banking division to offer Shariah-compliant financial
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products and services. This division was launched in 2005, enabling the bank to cater to the
needs of customers seeking Islamic banking solutions.
2.2.5 Achievements and Recognition: Over the years, the Bank of Khyber has achieved
several milestones and received recognition for its performance. It has been awarded the "Best
Islamic Retail Bank" in Pakistan by the Global Islamic Finance Awards. The bank has also
received accolades for its efforts in promoting financial inclusion and supporting micro, small,
and medium-sized enterprises. Technological Advancements: The Bank of Khyber has
embraced technology to enhance its operations and customer experience. It has implemented
modern banking systems and introduced digital banking services, including internet banking
and mobile banking applications. These technological advancements have enabled customers to
conveniently access banking services and perform transactions from anywhere at any time.
2.2.6 Social Initiatives: The Bank of Khyber is actively involved in various corporate social
responsibility initiatives. It supports community development programs, education projects,
healthcare initiatives, and contributes to disaster relief efforts. The bank aims to make a
positive impact on the communities it serves and promote sustainable development.
Throughout its history, the Bank of Khyber has focused on providing efficient banking
services, expanding its network, embracing technology, and contributing to the welfare of
society. With its commitment to customer satisfaction and financial inclusion, the bank
continues to evolve and adapt to the changing needs of its customers.

2.2 Mission

The Bank of Khyber in Pakistan is dedicated to becoming a leading financial institution that
excels in providing innovative and customer-centric banking solutions. Its mission involves
fostering economic growth and prosperity in the Khyber Pakhtunkhwa region and beyond,
while adhering to the principles of Sharia-compliant banking. The bank aims to offer a diverse
range of products and services, focusing on efficiency, technological advancement, and
financial inclusion to meet the evolving needs of its customers and contribute positively to the
overall development of the region and the country.

2.3 Vision

The Bank carries a vision to end up a driving bank within the country by giving the most
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excellent administrations to clients and guaranteeing the finest feasible return for its
shareholders (BOK, 2000).

2.5 Key Goals:

1. Customer Excellence: Providing exceptional customer service and tailored financial

solutions to meet diverse needs.

2. Financial Inclusion: Promoting access to banking services for underserved and

marginalized communities.

3. Innovation: Embracing technological advancements to enhance efficiency and deliver

modern banking solutions.

4. Growth and Profitability: Achieving sustainable financial growth while maintaining

profitability and stability.

5. Social Responsibility: Contributing to the development of society and the economy

through responsible banking practices.

2.6 Core Values:

1. Integrity: Upholding honesty, transparency, and ethical behavior in all dealings.

2. Excellence: Striving for the highest standards of performance and service quality.

3. Teamwork: Fostering collaboration, respect, and support among employees.

4. Innovation: Encouraging creativity and adaptability to stay ahead in a changing

financial landscape.

5. Customer Focus: Putting customers' needs at the forefront of decision-making and

service provision.

6. Sharia Compliance: Adhering to Islamic principles in financial services for ethical and
faith-based practices.

7. Social Responsibility: Engaging in activities that positively impact communities and

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the environment.

2.7 Departments:

The Bank of Khyber in Pakistan typically consists of several key departments that
contribute to its effective functioning and service delivery:
1. Retail Banking: This department handles individual customers' banking needs,
including accounts, loans, and other retail financial products.
2. Corporate and Commercial Banking: Responsible for serving businesses and
corporations, offering tailored financial solutions such as loans, trade finance, and
treasury services.
3. Islamic Banking: Deals with Sharia-compliant financial products and services,
adhering to Islamic principles.
4. Operations: Manages the day-to-day operational aspects of the bank, including
transaction processing, customer services, and back-office functions.
5. Risk Management: Monitors and assesses the bank's exposure to various risks,
including credit, market, and operational risks.
6. Compliance and Legal: Ensures the bank's adherence to regulatory and legal
requirements, as well as internal policies and procedures.
7. Human Resources: Handles matters related to employee recruitment, training,
benefits, and overall organizational development.
8. Information Technology: Manages the bank's technological infrastructure, including
online banking platforms, IT security, and digital innovations.
9. Marketing and Communications: Oversees the bank's branding, marketing
campaigns, and communication with customers and the public.
10. Treasury: Handles the bank's investment activities, liquidity management, and foreign
exchange operations.
11. Audit and Internal Control: Conducts internal audits to ensure compliance, risk
mitigation, and the effectiveness of internal controls.
12. Credit and Underwriting: Evaluates loan applications, assesses creditworthiness, and
determines lending terms.
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13. Financial Planning and Analysis: Analyzes financial data, forecasts, and performance
metrics to support strategic decision-making.
2.8 Products / Services:
The Bank of Khyber offers a wide range of products and services in Pakistan to cater to the
diverse financial needs of its customers:

1. Deposit Products:
 Current Accounts
 Savings Accounts
 Term Deposits
2. Financing Solutions:
 Personal Loans
 Business Loans
 Agriculture Loans
 SME Financing
3. Islamic Banking:
 Sharia-compliant Current and Savings Accounts
 Murabaha Financing
 Ijarah (Leasing) Facilities
 Musharakah (Partnership) Financing
4. Trade and Treasury Services:
 Trade Finance
 Foreign Exchange Services
 Money Market Operations
5. Electronic Banking:
 Online Banking
 Mobile Banking
 ATM Services
6. Remittance Services:
 Inward and Outward Remittances
 Western Union Services
7. Cards:
 Debit Cards
 Prepaid Cards
 Credit Cards (if applicable)
8. Government Banking:
 Collection of Government Revenues
 Disbursement of Government Payments
9. Corporate Services:
 Cash Management
 Payroll Services
 Corporate Financing Solutions
10. Social Responsibility Initiatives:
 Participating in community development projects and initiatives
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Chapter 3: Job Descriptions and learning outcomes

3.1 Departments assigned

Departments and sections within an organization can vary depending on the industry, size of
the company, and its specific structure. However, here are some common departments/sections
that are often found in organizations:
1. Human Resources (HR): Responsible for managing employee-related matters,
including recruitment, hiring, onboarding, training, compensation, benefits, employee
relations, and performance management.
2. Finance: Handles financial planning, budgeting, accounting, and reporting. This
department also manages financial transactions, payroll, tax compliance, and financial
analysis.
3. Marketing: Focuses on promoting the organization's products or services, market
research, advertising, branding, public relations, digital marketing, social media
management, and customer relationship management.
4. Sales: Responsible for generating revenue by selling the organization's products or
services. This department typically includes sales representatives, account managers,
and sales support staff.
5. Operations/Production: Deals with the day-to-day operations of the organization,
including manufacturing, production, supply chain management, logistics, inventory
control, and quality assurance.
6. Information Technology (IT): Manages the organization's technology infrastructure,
including computer systems, networks, software development, database management,
cyber security, and IT support.
7. Customer Service/Support: Handles customer inquiries, provides assistance, and
resolves issues or complaints. This department focuses on maintaining customer
satisfaction and building positive relationships with clients.
8. Research and Development (R&D): Conducts research and develops new products,
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technologies, or solutions. This department is crucial for innovation and staying

competitive in the market.
9. Legal: Deals with legal matters, such as contracts, compliance, intellectual property
protection, litigation, and regulatory affairs. Legal departments ensure the organization
operates within the boundaries of the law.
10. Administration: Handles administrative tasks, including office management, facilities
management, travel arrangements, event planning, and administrative support for
various departments.
It's important to note that the specific names and structures of departments may vary from one
organization to another, and some organizations may have additional or specialized
departments based on their industry or specific needs . While doing my internship, I have
performed my duties in the following departments:
3.1.1 Remittance Department

As was already mentioned, the Transfer Department is responsible for facilitating the transfer
of money both inside and outside of the nation. It is in charge of managing both internal and
external transfers and offers a service that enables users to send money across locations.
Following were the different activities I was assigned to when I was in this department:
The clearing was handled by the Bank of Khartoum's remittance division. So, that was one of
the tasks I had to complete.

It is to give clients various forms, assist them in accurately filling them out, and review their
documentation so that their requests are completed quickly.
3.1.2 Credit and LC Department
The Credit and LC (Letter of Credit) Department is a department within a financial institution, typically
a bank, that is responsible for managing credit-related activities and facilitating international trade
through letters of credit.
Credit Management: The Credit Department handles credit-related activities, including assessing the
creditworthiness of individuals and businesses applying for loans or credit lines. This involves
evaluating financial statements, credit histories, and other relevant information to determine the risk
involved in extending credit. The department establishes credit limits, terms, and conditions for
borrowers, and monitors their credit performance to ensure timely repayment.
Credit Approval: The Credit Department reviews credit applications and decides whether to approve or
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deny them based on the evaluation of the borrower's creditworthiness. They consider factors such as the
applicant's financial stability, repayment capacity, and credit history. The department may also set the
interest rates and collateral requirements for approved credit facilities.
3.1.3 Credit Monitoring and Collection: Once credit is extended, the department monitors the
borrower's repayment behavior and ensures that payments are made on time. In case of delinquency or
default, the Credit Department takes appropriate measures to collect outstanding dues, which may
include sending reminders, initiating legal action, or negotiating repayment plans.
Letter of Credit (LC) Services: The LC Department facilitates international trade transactions by issuing
and managing letters of credit. A letter of credit is a financial instrument used to guarantee payment to
the seller by the buyer's bank, provided that certain conditions specified in the LC are met. The LC
Department verifies compliance with the terms and conditions of the LC, ensures proper
documentation, and facilitates the settlement of funds between the buyer and seller.

3.2 Task, duties, and responsibilities assigned

The training period at the Bank of Khyber was very instructive for me. Despite the fact that I
made up a very small portion of the enormous organization, I genuinely believe that I have
done my share in supporting some aspects of operations.
Here are a few things I believe I have given the organization:
1. I actively assisted clients in filling out various forms, such as those for account
opening and closing, ATM cards, SMS banking, and mobile banking, in accordance
with their needs, to contribute to Clearing, Settlement, and Depository (CSD).
2. During my time in the remittance department, I made a contribution by assisting
clients with the completion of forms and the verification of their documentation. I
used to calmly handle the difficulties and concerns of customers and try to offer them
the best solutions and answers.
3. Also, I helped the Remittance Department employees’ clear checks and notify clients
whose checks were declined.
4. During my employment with the Credit and LC division, I made a contribution using
my filing expertise. I am accustomed to correctly managing and organizing credit
documentation in a methodical manner. Also, I enter various LC data for record-
keeping using my expertise with Excel.
5. In the treasury/administration department, I have been assigned tasks such as providing
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information and treasury opening forms, opening treasuries, and keeping and
distributing ATM cards. You have contributed to this department by performing each
task in an acceptable manner. Overall, from my point of view, even though I was only a
small part of the large organization
6. I fulfilled my contribution by performing in each department and by helping individual
departments carry on their day-to-day operations.

3.3 List of activities performed

Here are some common activities, I performed in the bank:
1. Customer Service: Assisting customers with their inquiries, account opening, and
account maintenance.
2. Cash Handling: Receiving deposits, processing withdrawals, and providing currency
exchange services.
3. Account Management: Managing customer accounts, updating personal information,
and addressing account-related issues.
4. Loan Processing: Evaluating loan applications, verifying documents, and facilitating
loan disbursements.
5. Financial Transactions: Conducting various financial transactions such as fund
transfers, issuing cashier's checks, and handling foreign currency transactions.
6. Teller Services: Assisting customers with routine transactions, such as check cashing,
depositing checks, and providing account balances.
7. Investment Services: Providing information and assistance related to investment
products such as mutual funds, stocks, bonds, and retirement plans.
8. Credit Services: Assessing creditworthiness, processing credit card applications, and
managing credit card accounts.
9. Fraud Prevention: Monitoring transactions for suspicious activities, identifying and
reporting potential fraud, and implementing security measures.
10. Account Reconciliation: Ensuring accurate and up-to-date records by reconciling bank
statements with customer accounts.
 20

11. Online and Mobile Banking Support: Assisting customers with online banking
platforms, troubleshooting issues, and guiding them through digital banking services.
12. Financial Advisory: Offering advice and guidance to customers on financial planning,
budgeting, and investment strategies.

3.4 Details of new Knowledge and skilled Learned

The things I accomplished throughout these 14 weeks improved my general cognitive,
analytical, and professional skills. I learned how to treat people differently. Also, it enabled me
to consider a variety of viewpoints rather than just one. Thus, this has actually assisted in
improving my analytical abilities. I have improved my capacity for building and managing a
network of Premium clientele.
Following is the list of significant abilities and knowledge I have gained from my internship:
a. The practical implication of theoretical knowledge

One thing I learned is that most knowledge is theoretical. For instance, the banking industry
heavily utilizes computer applications, accounting, finance, marketing, communication,
organizational behavior, statistics, economics, operational management, and human resource
management. Even while not all of these principles are used in every department, they have
nonetheless given me a greater grasp of the tasks that have been given to me.

b. Communication skills
Communication is probably One of the most crucial elements for the efficient operation of
any business is communication. It's the same in the financial industry. In actuality, the most
effective method for persuading clients to use goods and services is communication. As a
significant portion of my internship involved working with customers from various
socioeconomic backgrounds, my communication and interpersonal skills have undoubtedly
significantly improved. In addition, I discovered how to handle challenging clients with
patience and composure.

c. Behavioral skills

In short, some of the key skills and knowledge that I learned during the internship are as
follows:
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The following are only a few of the crucial abilities and information you picked up during the
training:
The behavioral skills necessary for success in both one's personal and professional life are
another talent that I have had the chance to study and hone. I also acquired the proper conduct
at work after closely studying how Bank of Khartoum staff interacts with clients and among
themselves. In particular, I have learned that no matter what circumstance he finds himself in,
he should always act appropriately, that is, with courtesy, friendliness, and respect towards
customers and workers.
d. Aiming for management
I worked really hard during the training session and did my best to fulfill the duties assigned to
me. I thoroughly committed to the firm after observing the amiable and committed
management that always desired the best for the staff. I always made an effort to follow
instructions, be on time, and give my work my all.
e. Problem-solving skills:
Through my internship experiences, I have developed problem-solving skills by identifying issues,
analyzing data, and proposing solutions and learn to approach challenges with a critical and analytical
mindset.
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CHAPTER 4 ANALYSIS

SWOT ANALYSIS OF THE ORGANIZATION

SWOT analysis is a strategic planning tool used to evaluate the strengths, weaknesses,
opportunities, and threats of an organization. Here's a SWOT analysis of an organization,

4.1 Strengths
a. Strong brand reputation: The organization is well-known and respected in its industry,
which gives it a competitive advantage.
b. Skilled workforce: The organization has a talented and experienced team that possesses the
necessary skills to achieve its goals.
c. Innovative products/services: The organization offers unique and innovative
products/services that differentiate it from competitors.
d. Robust financial position: The organization has a stable financial foundation with strong
revenue growth and healthy profit margins.
e. Effective marketing strategies: The organization has successfully developed and
implemented marketing campaigns that reach and attract its target audience.

4.2 Weaknesses:
a. Limited market presence: The organization might have a smaller market share compared to
its competitors, limiting its reach and potential customer base.
b. Lack of diversification: The organization relies heavily on a few key products or services,
making it vulnerable to market fluctuations and changes in consumer preferences.
Inefficient internal processes: There may be areas within the organization where processes are
slow, leading to inefficiencies and higher operational costs.
c. Limited technological capabilities: The organization might be lagging behind in adopting
new technologies, which could hinder its ability to compete effectively.
d. Poor customer service: The organization may struggle to provide consistent and
satisfactory customer support, resulting in lower customer satisfaction levels.
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4.3 Opportunities
a. Emerging markets: The organization has the opportunity to expand its operations into new
and growing markets, increasing its customer base and revenue potential.
b. Technological advancements: The organization can leverage new technologies to improve
its operations, enhance its products/services, and gain a competitive edge.
c. Strategic partnerships: Collaborating with other organizations or forming strategic
alliances can provide access to new markets, resources, and expertise.
d. Changing consumer preferences: The organization can adapt its offerings to align with
shifting consumer trends and demands, capturing new market segments.
e. Mergers and acquisitions: The organization can explore opportunities for mergers or
acquisitions to gain market share, expand its product/service portfolio, or acquire new talent.

4.4 Threats
a. Intense competition: The organization operates in a highly competitive industry with
numerous competitors, which can put pressure on market share and profitability.
b. Economic downturns: Economic recessions or fluctuations can impact consumer spending
patterns, leading to a decrease in demand for the organization's products/services.
c. Regulatory changes: Changes in government regulations or policies can impose new
compliance requirements or restrictions, affecting the organization's operations.
d. Technological disruptions: Rapid technological advancements or disruptive innovations
can render the organization's products/services obsolete or less competitive.
e. Supply chain disruptions: Any disruptions in the supply chain, such as natural disasters,
geopolitical issues, or resource shortages, can disrupt operations and impact the organization's
ability to deliver products/services on time.
It's important to note that this SWOT analysis is a general framework, and specific factors may
vary depending on the organization and its industry. Conducting a thorough analysis within the
context of the organization will provide more accurate and relevant insights. The 14 weeks of
internship period in BOK was extremely challenging Although incredibly demanding, the 14-week
internship at Bank of Khartoum was extremely gratifying. I had the chance to work in several areas and
with various people throughout the internship. My understanding of the banking industry and the nature
of banking operations was aided by it.
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Chapter 5 Findings and Recommendations

5.1 Findings
Strong brand reputation and innovative products/services are key strengths that differentiate the
organization from its competitors. The limited market presence and lack of diversification pose
challenges in terms of expanding the customer base and mitigating risks. Inefficient internal
processes and limited technological capabilities hinder operational efficiency and the ability to
stay competitive. Poor customer service negatively impacts customer satisfaction and retention.
The organization has opportunities to capitalize on emerging markets, technological
advancements, strategic partnerships, changing consumer preferences, and
mergers/acquisitions. Intense competition, economic downturns, regulatory changes,
technological disruptions, and supply chain disruptions are potential threats that can impact the
organization's performance.
5.2 Recommendations
5.2.1 Enhance Market Penetration: Focus on expanding the market presence by investing in
targeted marketing campaigns, increasing brand visibility, and improving distribution channels
to reach a broader customer base. Diversify Product/Service Portfolio: Identify opportunities to
diversify the offerings to reduce dependence on a few key products/services. Conduct market
research to identify new market segments and develop products/services that cater to their
needs.
5.2.2 Streamline Internal Processes: Evaluate and improve internal processes to enhance
efficiency and reduce operational costs. Invest in technology solutions that automate and
streamline workflows, increasing productivity and enabling better decision-making.
5.2.3 Invest in Technological Upgrades: Assess the organization's technological capabilities
and invest in upgrading systems, infrastructure, and software to stay competitive. Embrace
emerging technologies that can enhance operations, improve customer experience, and drive
innovation.
5.2.4 Prioritize Customer Service Excellence: Implement a customer-centric approach and
invest in training programs for employees to improve customer service skills. Leverage
customer feedback and implement measures to address pain points and enhance overall
customer satisfaction.
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5.2.5 Capitalize on Opportunities: Develop a comprehensive market entry strategy to target

emerging markets, leveraging the organization's strengths and unique value proposition.
Explore partnerships and collaborations to access new markets, resources, and expertise.
Monitor and Adapt to Market Trends: Stay updated on evolving consumer preferences, market
trends, and regulatory changes. Continuously innovate and adapt products/services to align
with customer demands and leverage new opportunities.
5.2.6 Build Resilience: Develop contingency plans to mitigate potential threats such as intense
competition, economic downturns, regulatory changes, technological disruptions, and supply
chain disruptions. Diversify suppliers, invest in risk management strategies, and maintain
financial stability to withstand external challenges.
These recommendations should be tailored to the specific circumstances and goals of the
organization. It's important to conduct further analysis, gather insights from stakeholders, and
engage in strategic planning to effectively implement these recommendations. As mentioned in
the earlier chapters, an internship is probably one of the best ways to Internships, as discussed in the
earlier chapters, are probably one of the greatest ways to give students and recent graduates real
experience so they may learn about the work culture, processes, structure, strategy, operation, and
techniques used in various divisions of the organization. Together with testing the intern's abilities, the
internship also enables them to detect the knowledge gap between theoretical concepts and actual work
preparedness. With the aid of face-to-face engagement, it can be stated to give students and alumni a
platform to see how the organization genuinely operates in a real-world setting.
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Chapter 6 Action plan

Here's an action plan based on the recommendations provided:

1. Enhance Market Penetration:
a. Conduct market research to identify target market segments and their needs.
b. Develop targeted marketing campaigns to increase brand visibility and reach.
c. Improve distribution channels by expanding partnerships with retailers or exploring online sales
platforms.
d. Monitor and analyze the effectiveness of marketing efforts and make necessary adjustments.
2. Diversify Product/Service Portfolio:
a. Conduct a thorough analysis of market trends and customer preferences.
b. Identify gaps in the current product/service offerings.
c. Invest in research and development to create new products/services or enhance existing ones.
d. Test new offerings in the market and gather customer feedback for continuous improvement.
3. Streamline Internal Processes:
a. Conduct a comprehensive audit of internal processes across departments.
b. Identify bottlenecks, inefficiencies, and areas for improvement.
c. Implement process automation tools or software to streamline workflows.
d. Provide training to employees on optimized processes and encourage continuous improvement.
4. Invest in Technological Upgrades:
a. Assess current technological infrastructure and identify areas that need improvement.
b. Research and evaluate emerging technologies relevant to the organization's operations.
c. Develop a technology roadmap and allocate resources for implementing upgrades.
5. Prioritize Customer Service Excellence:
a. Establish clear customer service standards and guidelines.
b. Train and empower employees to deliver exceptional customer service.
c. Implement a system for collecting and analyzing customer feedback.
d. Take prompt action to address customer concerns and continuously improve the customer experience.
6. Capitalize on Opportunities:
a. Conduct thorough market research in target emerging markets.
b. Develop market entry strategies tailored to each market.
c. Seek potential partnerships and collaborations to access new markets or resources.
d. Allocate resources and establish metrics to track the progress and success of market expansion
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efforts.
7. Monitor and Adapt to Market Trends:
a. Establish a system for monitoring market trends, consumer preferences, and regulatory changes.
b. Conduct regular market research and competitor analysis to stay informed.
c. Foster a culture of innovation and encourage employees to propose new ideas.
d. Develop agile product development processes to quickly respond to market changes.
8. Build Resilience:

a. Identify potential threats and their potential impact on the organization.

b. Develop contingency plans for various scenarios and establish risk management protocols.
c. Diversify suppliers or establish backup options to mitigate supply chain disruptions.
d. Maintain a strong financial position through prudent financial management and contingency
reserves.
e. Assign responsible individuals or teams for each action item, set clear timelines and
milestones, and regularly review progress.
f. Adjust the action plan as needed based on feedback, changing circumstances, and new
opportunities that may arise.
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References

Annual Report. (2018). Retrieved from https://www.Bank of Khyber

bank.com/uploads/publication/26th_annual_report-np.pdf
BOK. (2000). Retrieved from https://www.Bank of Khyber bank.com/about-BOK
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