1

Project Report

Submitted to: Mr. Malic Mansoor Kabani,

Submitted by:

Ammara Haque ID# 13883

M. Arsalan Khan ID# 14210
Uzair Ur Rehman ID# 17732
Syed Owais Shah- ID# 16945
M. Ehtisham Wasim- ID# 18486

Sales Management Institute of Business Management Spring 2016

Acknowledgement
Firstly, we thank Almighty Allah, without His guidance this assignment would not have been
possible.
We take this opportunity to express a deep sense of gratitude to Mr Malic Mansoor Kabani
visiting faculty IoBM for his cordial support, valuable information and guidance, which helped us
in completing this task through various stages.
We are also greatly thankful to Mr. Talha Razi Relationship Manager (Personal Banker) and Mr. Sheharyar
Ali Relationship Manager (Personal Banker) Consumer Banking (UBL) for providing us the opportunity to
seek corporate knowledge regarding UBL Omni.

Sales Management Institute of Business Management Spring 2016

Letter of Transmittal:

th

Date: 16 April 2016

Malic Mansoor Kabani
Institute of Business Management
75190-korangi creek,
Karachi.
SUB: TRANSMITTAL OF PROJECT REPORT
Dear Sir,

We are submitting the project report on UBL OMNI United Bank Limited which is the tier one
bank Pakistans banking industry.
We found this report to be truly challenging yet interesting in many aspects, writing this analysis
itself was truly comprehensive learning experience for us.
Any recommendations and the factors which we have forgotten to add in our report will be highly
appreciated.
Kindly accept this humble effort of bringing forward our term report.

Sincerely,
Ammara Haque
M. Arsalan Khan
Uzair Ur Rehman
Syed Owais Shah
M. Ehtisham Wasim

Sales Management Institute of Business Management Spring 2016

Table of Contents
What is Branchless Banking?..........................................................................................................................
5
UBL-OMNI Launch:.......................................................................................................................................
6
What Is Omni Dukaan?...................................................................................................................................
7
Service Menu:...............................................................................................................................................
8
Account Opening:..........................................................................................................................................
9-13
Domestic Remittance:...................................................................................................................................
14
Domestic Remittance Information Required...........................................................................................
15
Mobile Airtime / Prepaid Voucher Purchase:.................................................................................................
16
Mobile Airtime Alert Note:.....................................................................................................................
17
Bill Payments:...............................................................................................................................................
18
Cash Deposit and Withdrawal:......................................................................................................................
19
Agent Acquiring Process:..............................................................................................................................
19
Prospect Dukaandar...................................................................................................................................
19
Comparative Analysis:..................................................................................................................................
20-21
Roles & Responsibilities AM/ ZM:............................................................................................................
22
Roles & Responsibilities BDE:..................................................................................................................
23
Roles & Responsibilities Agent:.................................................................................................................
24
Key Main Problem Highlighted:...................................................................................................................
25

Sales Management Institute of Business Management Spring 2016

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Strategy Recommended:................................................................................................................................
26
Need to find Clusters:................................................................................................................................
26
Plan activities to engage the found sector:.....................................................................................................
26
Reference:......................................................................................................................................................
27

What is Branchless Banking?

Branchless banking (BB) represents a significantly cheaper alternative to conventional branchbased banking that allows financial institutions and other commercial actors to offer financial
services outside traditional bank premises by using delivery channels like retail agents, mobile
phone.

Sales Management Institute of Business Management Spring 2016

UBL-OMNI Launch:

Sales Management Institute of Business Management Spring 2016

What Is Omni Dukaan?

These are the location from where you can use the services of UBL Omni. It can be a
Bakery
General Store
Communication Shop and PCO (Personal Call Booth)
Medical Store etc

Benefits for Omni Dukandaar:

UBL will

Brand the shop

Provide Bluetooth printer

Apart from above

Agent will get Commission means increasing income

Increase customer for his own business

Sales Management Institute of Business Management Spring 2016

Service Menu:
Account Opening
Cash Deposit & Withdrawals
Bill Payments
Omni to Omni Funds Transfer
Domestic Remittance
Voucher Purchases

Sales Management Institute of Business Management Spring 2016

ACCOUNT OPENING:

ONLY CNIC AND MOBILE

NUMBER REQUIRED

ANYBODY CAN OPEN AN

ACCOUNT WITH OMNI

GET AN ATM AND ENJOY

THE POWER OF VISA
(DEBIT/ CREDIT CARD)

Sales Management Institute of Business Management Spring 2016

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Account Opening:

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Account Opening:
*Paper free work
*Image of CNIC
*Introduction of level 0 a/c
*Increase in limits
Account Level

Daily

Monthly

Annually

LEVEL 0

15,000

25,000

120,000

LEVEL 1

25,000

60,000

500,000

LEVEL 2

Unlimited

Unlimited

Unlimited

LEVEL 3

Unlimited

Unlimited

Unlimited

Additional Information: Using Visa Card (Debit Card)

Cash Withdrawal

Rs. 40000

Funds Transfer

Rs. 100000

POS

Rs. 100000

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Account Opening:
Omni Access Channels

OMNI Dukaan

SMS

Internet

ATM

UBL Contact Center

Any UBL Branch

Sales Management Institute of Business Management Spring 2016

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Account Opening: Important Information

While forwarding request of account opening Agents must religiously follow the following
instructions in order to comply with compliance requirement and work proactively to resolve
customer services issues

Must check the Original CNIC of the customer.

Ensure that customer has filled the form and enter the correct information as per CNIC

Signature on the form should have to be same as on CNIC.

Customers with thumb impression on CNIC without signature cannot open the Omni
account

Must check expiry of the CNIC and should forward request if expired

Overseas Pakistanis CNIC would not be accepted (NICOP)

Enter the correct mobile number on the system.

Customers picture should be clear

After completion of account opening transaction, agent will provide printed receipt to
customer and guide to his customer that he will get confirmation SMS on his mobile
number as well.

Sales Management Institute of Business Management Spring 2016

14

Domestic Remittance:

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Domestic Remittance Information Required

MANDATORY INFORMATION

Own CNIC
Own Mobile Number
Own Name
Beneficiary CNIC
Remittance Amount
Beneficiary Name

Domestic Remittance:

Must check the Original CNIC of the sender and retain a copy of
CNIC
Enter correct mobile # of the depositor
Enter correct CNIC of the receiver
Correctly enter the receiver mobile number
Provide printed receipt to the customer

Sales Management Institute of Business Management Spring 2016

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Mobile Airtime / Prepaid Voucher Purchase:

Entered correct mobile number in the system
Select correct denomination
Provide customer the electronic slip.

Bill Payments : All Utility Bills can be paid

Enter correct consumer id in system

Properly check either bill is expired or not
Collect amount as the case is within due date/ after due date
Process bill payment at the same time
Give customer a receipt of utility bill and a printed receipt

Sales Management Institute of Business Management Spring 2016

Cash Deposit and Withdrawal:

Cash Deposit Note:

Agent once enter the details and pressing the next button must verify
the beneficiary name
Must enter correct mobile number of depositor

Provide printed slip to the customer

Cash Withdrawal :

Only ask for the disbursal code if Agent have the available credit limit
and hard cash

Enter correct CNIC and disbursal code

Verify name and account # of the customer from disbursement details

fetched in the system

Provide printed slip to the customer

Agent Acquiring Process:

Prospect Dukaandar..

One Year in business

Permanent Structure

Populated area where customer visit

Doing Legal Business

Agree to purchase PC / Mobile, WebCam and internet connection

Agree to make a security deposit of Rs. 10000

Then that Dukaandar can be Our Omni Agent

Comparative Analysis:

Competition Analysis:

Category

UBL Omni

Retail
Outlets

Approx 25000++ Dukaans and

1,100 Branches

Service
Menu

Account Opening,

ATM Card,

Internet Banking

Cash Deposit /Withdrawal,

Bill Payment,

Local Remittances,

Institutional Services (G2P,

Corp, etc.)
Approx. 65,000++

Account Opening
(from 500 Franchisee &
Branch locations and only
for Telenor subscribers),

Easy Paisa

Cash
Withdrawal,

Deposit

Bill Payment,
Local and Foreign
Remittances,
Recent launch into
Corporate services

UBL Omni Branch Less Banking has made it possible just about every
consumer to avail the opportunity of accessing and maintaining a bank
account with the minimum amount giving the mass a new way of retaining
and maintaining their expenses.

Roles & Responsibilities AM/ ZM:

Start up requirement
Agents initial training
Providing branding material to the Agent & proper
placement
Creating relationships to establish & expand the network

Managing
Agent
Acquisition
& Start up

BDEs are supporting Agents for their any concerns and

issue
Printer maintenance and technical support of
application is being provided when needed
They will strive to increase in transaction volume and
will motivate Agents to execute some promotional
activities
Ensuring agent is maintaining appropriate liquidity to fulfill
customers needs
Ensure timely collection of A/C opening forms and DRs
CNIC
Monitoring the transaction targets of the Agent

Sales Force
Managemen
t

They should keep themselves up to date regarding new

policies, process knowledge and conduct briefing sessions
for their teams and then BDEs train their Agent
accordingly.
Will Play their role when required for Agent
Blocking, Dispute Resolution and Termination
They will control Agent attrition

Procedura
l
/Operatio
nal
Managem
ent

Roles & Responsibilities BDE:

Ensuring
Agent
Monitori
ng

Competit
ion
Analysis

Making sure that BDEs are visiting Agents

locations as ASMP
Monitoring the customer services delivered by
Agents

This is a very critical responsibility of AM/ZM,

because it has a huge impact on business profits.
Currently easy paisa and NADRA are the
competitors. AM/ZM should now that what their
competitors are doing in their respective area
Promotion activities by the competitors
Number of Retailers of the competitors in the Area

Man
aging
Agen
t
Acqu
isitio
n&
Start
up

Agent
Mana
geme
nt

Meeting with the potential

Agents
Application processing and
follow up
Providing printers and
installation of application
Agent initial training
Providing branding material
and proper placement
Creating relationships to
establish & expand the network

Supporting Agents for their

any concerns and issue
Printer maintenance and
technical support of application
Increase in transaction volume
Ensuring agent is maintaining
appropriate liquidity
Timely Collection of A/C
opening forms and DRs
Ensuring that Agents are
meeting their transaction
targets

Roles & Responsibilities Agent:

Main Problems Highlighted:

Outlet Coverage.
Retention of Loyal customer.
Increase in industry pie.
Decrease of Market Share of UBL-OMNI with respect to market share.

Increase with respect to last year 4% as value but in actual while the market size
got increase therefore decrease in actual market share from 20% to 15% with
respect to market.

Mobi-Cash become the 2nd most competitor for UBL-OMNI as got to gain the market
share of 25% while UBL-OMNI comes down from 20% share to the 15% and still
with the lead Easy-Paisa is at the top as leader at 65%.

Strategy Recommended:
Need to find Clusters:

Where many loyal customers can be part of activity at one touch points like:
o
Police Lines
o
Rangers HQ
o
Army Lines
o
Export Processing Zones
o
Industrial Areas of Pakistan where availability of labor are at high side

Plan activities to engage the found sector:

Activities at the desire locations to engage people, like:

Music Concerts
Fun Mela
Awareness shows
Basant Mela
Industrial Areas of Pakistan where availability of labor are at high side

Increase ATL & BTL Activities:

Activities to engage consumers:

Mystery Shopping
Activations
Kiosks

Make touch points at desire locations:

Since fund transfer is complete by both send & receive activity therefore
create touch points for consumer at both ends, like:
o
o
o
o
o

Key main area capturing in citadels

Capturing touch points in interiors & sub urban & rural
areas
Awareness for retailers
Train the sales force
Must capture Industrial Areas of Pakistan where
availability of labor are at high side

Reference:

UBL Official Website

Annual Reports
SBP Branchless Banking Reports
SBP Analysis Reports on Branchless
Banking
Visit to the Omni Branch and meeting with the
relationship managers.