Professional Documents
Culture Documents
Submitted To:
Mr. Ali Asghar
Presented By:
Muhammad Imran Fayyaz
Muhammad Yousaf
Ikram Ullah
Inam UlHasan
Farhan Qayyum
Dated: 02.5.2014
INTRODUCTION
United Bank Limited (UBL) is one of the largest commercial bank in Pakistan having
more than 1,320 online branches inside the country. Its 15 branches outside the country are in the
United States of America, Qatar, UAE, Bahrain, and Republic of Yemen. It also has
representative offices in Beijing, China, Tehran, Iran, and Almaty, Kazakhstan. It owns
subsidiaries in the UK (United National Bank Limited), and in Zurich, Switzerland.
.Later on
A right sizing program was initiated as well as an aggressive branch rationalization strategy by which by
which 203 loss making branches were shut down and profitable ones were opened in other areas. Surplus staff
was removed which amounted to 5416 employees. The entire audit system was revamped.
UBL Mission:
To develop and deliver the most innovative products, manage customer experience,
deliver quality services that contribute to brand strength, establish a comparative advantage and
enhance profitability, providing value to stakeholders of bank.
UBL Vision:
To be the premier organization operating locally and internationally that provides the
complete range of financial services to all segments under one roof.
Area Manager:
Area Managers are too valuable to be thrown in at the deep end. They need the best initial
training possible. This is the ideal covering the very basics workshop. The focus is on the Area
Manager function, the tasks required of the job and the qualities required to lead rather than
just manage.
Area Operation Manager:
Manage daily operations of branch office to meet business goals.Supervise and guide a team of
professionals to maximize revenue. Develop safe and positive work environment for staffs.
Ensure customer satisfaction by delivering timely and quality services. Develop strong working
relationship with potential clients for new business opportunities within the assigned area.
Hub Branch Manager:
Responsible for all P&L activities.. To ensure all incoming customer enquiries are managed
efficiently and effectively. To ensure that bookings are taken in accordance with the Quality
Working Procedures. To ensure quotations for customers for network traffic are in accordance
with the company sales tariff and in accordance with the Quality Working Procedures. To follow
up quotations issued and monitor results. To promote all Company services to all customers and
to understand the service schedule and products on offer.. To maintain good relationships
between customers, branches and partners.
Branch Manager:
The major responsibility of the branch manager is to deals with all the operations that are
performed by the employees under the large organization. He works as the leader and serve all
the people that are coming under his guidance. He handles the team of the associates and teaches
them the basic methods of working. He has to ensure that all the employees are getting their
salaries on time and providing the best customer satisfaction.
Supervision Customer Service:
The Customer Service Supervisor could be expected to assist in the establishment of a customer
care policies and procedures. Being close to the customer, team members and management can
give the position a unique viewpoint from which the company can benefit when setting up
customer focused systems.
Board of Directors:
Highness Shaikh Nahayan
Chairman
Deputy Chairman
Mr.Atif R.Bukhari
President &CEO
Director
Director
Director
Director
Company Secretary
Director
Branch structure:
Non-clerical staf
Processor
Relationship officer
Financial Goals
.
For the quarter ending March 31, 2013, UBL has achieved a profit after tax of Rs 4.0 billion.
This is 19% lower than the corresponding period last year and translates into earnings per share
of Rs. 3.23 (March 2012: Rs. 3.97).
For the same period, UBLs profit before tax is Rs 5.9 billion, 19% lower than the same period
last year. The decline in profitability is primarily attributable to the severe spread compression
witnessed in the banking industry. On a consolidated basis, UBL achieved a profit after tax of Rs
4.9 billion, an increase of 2% over the first quarter of 2012.
Marketing Goals/Strategies:
Strategies:
To a c q u i re t h e re p u t a t i o n a n d s t a t u s o f b a n k w h i c h
o p e r a t e s o n international standard, UBL Bank was to
get the credit rating of Pakistan Credit Rating Agency,
which gave it the AA- and A1+ in the long term and short
term respectively.
UBL Services:
UBL has expanded its service basket with the following services in the market.
UBL Omni
Smart Savings
UBL Tezraftaar
interviews. The candidate who is selected, investigate his background and a probationary period
before attaining permanent employee status.
How staff is trained and motivated?
Training methods used by UBL are Soft- Skills training functions, On the Job
training and Class room lectures.
In Soft-Skills functional training UBL give training to improve personality, traits, social
grace, friendliness, personal habits and fluency of language.
In On the Job training UBL uses different methods like coaching or understudy method in
which supervisors act as a coach and teach the trainee to perform the task on the job and job
rotation method is used by UBL for those employees who need multi skills to perform the job.
injured or ill and is unable to do his job, and in education and training program bank
provide different education and training program to their employee furbish their skills.
How culture is maintained in the Organization?
Culture is the personality of the organization. Culture is comprised of assumptions,
values, norms and tangible signs of the Organization members and their behaviors.
The organization culture of UBL is that always provides profits to its stake holders and
never miss represent its financial reports and will never do any unethical act which harms it its
clients and competitors. Employees of UBL will always be helping and friendly with its
customers.
The organizational environment of UBL is very sophisticated. Environment is very
friendly due to group coordination. Employees can easily communicate horizontally and
vertically which help to achieve its goals and objectives. Employees have to follow formal code
of ethics of UBL.
Characteristic that we admired in the Organization:
During our visit, we identified that the organization was mainly focused on customers
satisfaction. Organizations slogan Where You Come First shows its priority for customer
oriented rather than product oriented approach.
Powerful Person in the organization:
We visited UBL, E-11/3 Markaz Branch in Islamabad. We had a meeting with Mr. Mir Azfar
Usman, the Branch Manager. First, he served us with cold drinks, after that briefed us about the
banking system. He shared his personal experiences with us. He told us about the scope of
Banking Career for students. He gave us the personal cell phone for any guidance any time.
Overall, it was very impressive and learning meeting for our group.
Leader ship Style of the Organization:
During our project, we found United Bank Limited a strong Organization. Its strength
relies upon a progressive leadership style. We can apply most of the leadership theories,
discussed in the class, prevailing at the Organization.
Path-Goal Theory:
Organizational progress shows that subordinates are satisfied with leadership style.
SWOT Analysis
A) Strengths:
UBL product positioning affects the life style of the people as they
h e l p i n i m p r o v i n g standard of living.
1056 Branches all over Pakistan.
Stands in the list of Profitable bank in stock exchange.
Largest number of corporate deals by any bank is Pakistan.
Overseas Branches.
Attractive Salaries and incentives for employees.
Personnel of UBL are very well trained. Majority of employees have
m a n y y e a r s o f experience in banking sector and are an asset for the bank.
B) Weaknesses:
No standardization in terms of branches some of the branches are very attractive and
most of the branches are not very good like other branches.
In some regions, urban areas of Pakistan service of UBL are not good as
new culture and above all they are unable to use of new technology like computers.
No separate training center to train their employees.
Employees are not well dressed.
Workforce is not diverse.
Security system in most of the branches is not up to the mark.
C) Opportunities:
Bank can extend its network in other cities of Pakistan like other 4 remote
D) Threats
Findings
We found that the Organization was working well for customer satisfaction.
The organization was introducing its new packages according to potential trends in the
market.
The Organization was making its marketing strategies more advanced because of
the country.
The Organization is trying to bring new technology and business processes to increase the
profitability.
Recommendations
In some regions, especially in remote areas, UBLs branches are not easily accessible as
compared to main Branches. UBL, therefore, should create a more reachable and
consistent network.
The application processing procedures for various services are quite lengthy .UBL needs
to make it simple.
Sometimes Employees are overloaded with work and promotions are not made in timely
manner. So it is necessary to give timely incentives to motivate the employees.
Conclusion
On the basis of the above, we reached the conclusion that the bank was following a
proactive, future oriented strategy to sustain itself and grow in the market. There are multiple
factors which count for the consistency of an organization, the most important being the
customer satisfaction and the morale of its employees. UBL is doing fairly well on this count. It,
however, needs to improve its online services due to the growing wireless internet availability in
Pakistan. The Bank needs to reach out to the customers in the remote areas through simple and
user friendly deposit and cash transfer facilities also.