Introduction
On June 16, 1812, with $2 million of capital, City Bank of New York (which is now known as Citibank) opened for business in the City of New York in the United States to serve a group of New York Merchants. First headed by Samuel Osgood, and taken over by Moses Taylor, it became the largest bank in the United States by holdings as of March 2007. Citibank is now the corporate and consumer banking arm of Citigroup.
Citigroup was previously known as First National City Corporation in 1968 and was renamed as Citicorp. In 1998, Citicorp merged with the Travelers Group to form Citigroup Inc. Citibank. Under the trademark of Citigroup’s umbrella, includes Citibank, CitiFinancial, Primerica, Smith Barney, Banamex, and Travelers Life and Annuity. Citicorp and Travelers Group $70 million merger resulted in Citicorp, the 2nd largest commercial bank at that time and Travelers Group which was a leading insurance and investment banking company.
Previously, Citibank was also involved in the Enron Litigation. In 2002, Salmon Smith Barney was under investigation for involvement in the Enron Corporate fraud. April 28, 2003 brought an announcement by Citigroup that Citigroup Global Markets Inc. (formerly known as Salomon Smith Barney) had reached an agreement to resolve outstanding investigations. On July 28, 2003, Citigroup agreed to pay a $130 million fine to the Securities and Exchange Commission and the New York State. As a result, Citigroup will not be liable for any wrongdoings.
In Malaysia, Citibank reaches out to its customers through three main branches in Kuala Lumpur, Penang, and Johor Bahru. Due to the loosening up in some of the banking regulations in Malaysia, four new branches have been newly established by Citibank to help to further increase the convenience of its customers. The four new branches are located at Klang, Damansara Perdana, Bukit Tengah, and Puchong. Among the various services provided by Citibank includes credit cards, retail banking, financing, corporate and investment banking, life insurance, and investment management.
Recently, Citibank has plans to initiate a 17,000 job cuts which amounts to 5% of the Citigroup’s global workforce. Despite this, employees of Citibank Bhd in Malaysia are spared from the reduction in Citibank’s workforce. Instead, Citibank Bhd Cards Business director, Vipin Agrawal said that they are still continuously hiring people in Malaysia. This is due to the healthy Malaysian credit card market (8.8 million cards in circulation) which has increased rapidly from 7.9 million in 2005. Citibank aims to maintain its 20% of market share in 2007.
Citibank has been known worldwide for being one of the largest commercial banks, spanning across six continents and over 100 countries. Together with its 200,000 over employees, it continues to be a major player in the banking industry. Despite this, due to the constantly changing environment and also the rapid increase in knowledge workers in the society, upward potential and mobility for Citibank to grow is almost limitless. As Charles Darwin, father of the theory of evolution, once said, “It is not the strongest species that survives, but the species most adaptive to change.” The same goes to the banking and finance industry.
Therefore Citibank must not only be the leading pioneer in innovation of financial services but it must also be sensitive to the changes in the current global and local environment. Due to a globalizing world, competition has increased in the banking and finance sector. This forces governments worldwide to loosen the regulations concerning this sector enabling foreign banks to further penetrate into the local market. We can see that Citibank is exploiting these advantages by establishing four more branches in peninsular Malaysia. It is expected that local barriers and regulations will continue to be removed. Therefore Citibank should continue to be on the lookout for opportunities to further reach out into previously impenetrable target market.
Objectives of the report:
The main objectives of the study are to evaluate the performance of the City Bank Limited during the last three years. The other objectives are stated below:
To overview the City Bank Ltd.
To describe the functions of logistic and support divisions.
To analysis Profitability ratio, Bank efficiency ratio, Asset quality indicators ratio and Liquidity ratio of City Bank Ltd.
To suggest some recommendation to improve the performance.
Methodology of the study:
Collection of facts is generally treated as Data. There are two types of data
• Primary data
• Secondary data
(a) Primary Data:
? Face to face conversation with the respective officers and staffs of the
banks.
? Study of the relevant files as instructed by the officers concerned.
? Informal conversation with the bankers.
(b) Secondary Data:
Annual reports of the City Bank Limited
Periodicals published by Bangladesh Bank
Various books, articles, compilations etc.
Bank’s website : www.thecitybanklimited.com.bd
Limitations of the study:
There are some limitations in every analysis. The research work is as follows:
Anything which will adversely affect the image of the bank could not be disclosed.
The annual report of the bank is not a well report. Some terms are not happened in future.
The time frame work did not permit me and to make my work done in a very scientific manner and also it is very difficult for researcher to make a comprehensive qualitative survey with in a very short period of time.
Research faced enormous problem while constructing data’s because these are not well organized.
Evolution of the Banking Sector:
After the independence on December 16, 1971, the Provisional Government of Bangladesh promulgated a law called Bangladesh Bank (Temporary) Order 1971 by which the State Bank of Pakistan was declared as Bangladesh Bank and the offices, branches and assets of the said state bank were declared as offices, branches and assets of Bangladesh Bank. The Government also merged existing 12 banks inherited from the Pakistan regime and constituted 6 new nationalized banks: Sonali Bank, Janata Bank, Agrani Bank, Rupali Bank, Pubali Bank and Uttara Bank. During the 1970s, the banking activities were directed at massive credit disbursement to help increase industrialization and productivity in the war-ravaged country as per the Government’s economic priority. But little attention was placed to identify problem loans and making provisions for them, although there was a significant amount of hidden default loans.
Since the beginning of 1980s, a rapid deregulation and privatization was initiated in the banking sector in order to increase efficiency, productivity and competition. Two out of six commercial banks (Uttara Bank and Pubali Bank) were denationalized and a number of private commercial banks were allowed to operate. But the efficiency and credit discipline did not increased, rather loan default situation further worsened.
Recognizing the need to reform the financial sector, the Government formed a commission named National Commission of Money, Banking and Credit to undertake a major study of the financial sector in late 1984. Commission made its recommendation for financial sector reform in 1986. The loan default problem was recognized as the most serious issue that needed to be addressed. The World Bank also started a long-term project named Financial Sector Reform Project (FSRP) in 1990 with a view to conduct an in-depth study on the financial sector of Bangladesh and to suggest necessary reform measures.
As per the FSRP recommendations, the Government launched a number of measures including new rules and regulations for screening, monitoring and recovery of loans and also created new laws and amended the old ones to ensure the lenders resource. The FSRP reform measures also had their own inconsistencies. For instance, there existed a mismatch between the loan screening and monitoring standard and loan classification standard. As a result of such inconsistency, proportion of classified loan appeared to be magnified.
After the expiry of FSRP in 1996, the Government formed Banking Reform Committee (BRC) with the objective of continuing further reform in the banking sector. Almost simultaneously, another World Bank Project named Commercial Banking Restructuring Project (CBRP) started working since 1997. BRC opined that the supervisory and regulatory of Bangladesh Bank has been one of the main reasons for the accumulated banking problems and BRC’s recommendation thus put highest importance on strengthening the supervisory and regulatory capacity of Bangladesh Bank for amelioration of the default loan situation. As per the recommendations made by the BRC and CBRP, reform and restructuring initiatives have been undertaken by the Government to improve the banking sector condition. Till today newer policies and regulations are being instituted and older ones are being replaced or amended in this regard.
Historical perspective of Commercial Banking:
At the time of liberation there were around thirteen domestic scheduled banks and a few foreign banks operating in the region of Bangladesh. Two of the smaller commercial banks, namely, Eastern Banking Corporation and Eastern Mercantile bank had their head offices in the East Pakistan. The major banks only had their regional offices in Dhaka. The management accepts the two East Pakistani Banks were, however, almost solely in the hands of Non-Bangalis. All these banks except National Bank of Pakistan were in the private sector. The government owned even National Bank of Pakistan only to the extent of 25 percent. However the management of National bank of Pakistan was almost totally free from interference by the government. Interestingly, the then central bank namely, The State Bank of Pakistan was owned by the general public to the extent of 49 percent
Banks in Bangladesh:
At present there are 49 banks with over 6000 branches operating in Bangladesh (Bangladesh Bank, 2007). The banking sector in Bangladesh comprises five types of banks as shown below:
Nationalized Commercial Banks (NCBs)
Development Finance Institutions (DFI)
Non-Islamic Private Commercial Banks (PCBs)
Islamic PCBs
Foreign Commercial Banks (FCBs)
Historical Background of The City Bank Limited:
City Bank is one of the oldest private Commercial Banks operating in Bangladesh. It is a top bank among the oldest five Commercial Banks in the country which started their operations in 1983. The Bank started its journey on 27th March 1983 through opening its first branch at B. B. Avenue Branch in the capital, Dhaka city. It was the visionary entrepreneurship of around 13 local businessmen who braved the immense uncertainties and risks with courage and zeal that made the establishment & forward march of the bank possible. Those sponsor directors commenced the journey with only Taka 3.4 corer worth of Capital, which now is a respectable Taka 330.77 corer as capital & reserve.
The bank currently has 83 online branches spread across the length & breadth of the country that include a fully fledged Islami Banking branch. Besides these traditional delivery points, the bank is also very active in the alternative delivery area. It currently has 25 ATMs of its own; and ATM sharing arrangement with a partner bank that has 225 ATMs in place; SMS Banking; Interest Banking and so on. Soon its Customer Call Center is going to start operation. The bank has a plan to end the current year with 50 own ATMs.
City Bank is the first bank in Bangladesh to have issued Dual Currency Credit Card. The bank is a principal member of VISA international and it issues both Local Currency (Taka) & Foreign Currency (US Dollar) card limits in a single plastic. VISA Debit Card is another popular product which the bank is pushing hard in order to ease out the queues at the branch created by its astounding base of some 400,000 retail customers. The launch of VISA Prepaid Card for the travel sector is currently underway.
City Bank prides itself in offering a very personalized and friendly customer service. It has in place a customized service excellence model called GAP (Graceful-Appropriate-Pleasing) that focuses on ensuring happy customers through setting benchmarks for the bank’s employees’ attitude, behavior, readiness level, accuracy and timelines of service quality.
City Bank is one of the largest corporate banks in the country with a current business model that heavily encourages and supports the growth of the bank in Retail and SME Banking. The bank is very much on its way to opening many independent SME centers across the country within a short time. The bank is also very active in the workers’ foreign remittance business. It has strong tie-ups with major exchange companies in the Middle East, Europe, Far East & USA, from where thousands of individual remittances come to the country every month for disbursements through the bank’s large network of 83 online branches.
The current senior management leaders of the bank consist of mostly people form the multinational banks with superior management skills and knowledge in their respective “specialized” areas. The bank this year, is celebrating its 25th year of journey with the clear ambition of becoming the no.1 private commercial bank in the country in 3 years time. The newly launched logo and the pay-off line of the bank are just one initial step towards reaching that point.
The City Bank Limited was one of the 12 Banks of Bangladesh among the 500 Bank in Asia for its asset, deposit & profit as evaluated by “Asia Week” in the year 2000. Other than that, The City Bank Limited received the “Top Ten Company” award from the prime minister of the People’s Republic of Bangladesh.
Mission, Visions and Objective of CBL:
Corporate Mission of CBL
To contribute to the socioeconomic development of the country
To attain the highest level of customer satisfaction through extension of services by dedicated and motivated team of professional
To maintain continuous growth of market share ensuring Quality
To maximize bank’s profits by ensuring its steady growth
To maintain the high moral and ethical standards
To ensure participative management system and empowerment of Human Resources
To nurture an enabling environment where innovativeness and performance is rewarded.
Corporate Vision of CBL
To be the leading bank in the country with best practices and highest social commitment.
Objective of CBL
Despite extreme competition among banks operating in Bangladesh, both local and international The City Bank Limited made a remarkable progress practically in every sphere of its functions. The active of the CBL are very implicit and vast comparing to that of other banks in the country today. The theme of the bank is “For Relationship Banking”. The prime objectives of the CBL are to create a strong capital base, to earn good profit and pay satisfactory dividend to honorable shareholders with proper social commitments. To achieve the objectives the management is continuously working for the improvement of bank’s assets quality by identifying potential depositors and good borrowers. Because it believes “The line of excellence never ends”. The strategic plans and business will be its strength in this very competitive environment.
Organogram and reporting lines of CBL:
The Bank will be moving from current geography to Business Matrix. With this end in view the Board of Directors has approved an interim-structured Organogram and reporting Lines for introduction in the bank. The restructured Organogram and the reporting lines are shown here in below and to be followed by all tiers of Management as an interim arrangement:
Figure: Organ gram of CBL
Banking and its Definition:
The word “Banking” has been defined to mean the accepting, for the purpose of lending or investment of deposits of money from the public, repayable on demand or otherwise, withdraw able by cheque, draft, and order or otherwise. The term “Banker” includes any person acting as a one who has an account with a banker or for whom a banker habitually undertakes to act as such. So account is a contract between a Bank and customer. On the basis of accounts the banker customer relationships build up.
The term banking has also been defined as:
USA: Act of Congress defines Banking “As the Business of dealing in Credit “Japan: Act of 1927 in Japan defines bank as “Institutions, which carry on operations of given as well as receiving credit”
From the above definitions we find three major functions of a Bank-
Taking Deposit
Extending Loans & Advances
Foreign Exchange Business
Deposits are often called the lifeblood of commercial banks. No commercial banks can be thought of without deposits. In fact modern commercial banking starts with deposits from the public followed by lending or financing trade, commerce and trade. Deposits are treated as:
Deposits as the major source of fund
Deposit as basis of lending
Deposit as source of income
Deposit and credit creation
Under the umbrella of Foreign exchange business there are three main functions as follows:
Export Business
Import Business
Foreign remittance
So in simple words, Banking means taking deposit, extending loan and advances and doing foreign exchange business in order to attain profit & contribute to GDP.
Form the above discussion we can say that Bank as a financial intermediaries collects deposit form surplus areas and provides loans and advances to deficit areas (where needed) and also engaged itself in foreign exchange business, the sum-up of all these activities is known as Banking.
The City Bank Limited is the first private sector Bank in Bangladesh. The Bank established in March 27, 1983 with an authorized capital of Tk. 1.75 Billion under the entrepreneurship of twelve prominent & leading businessman of the country. Today The City Bank serves its customers at home & abroad with 83 branches spread over the country & about three hundred oversea correspondences covering all the major cities and business center of the world.
Types of Bank A/C:
Classification as per nature of account:
Current Deposit (CD) A/C
Savings Banks Deposit A/C
Short Term Deposit A/C
Fixed Deposit A/C
Non Resident Foreign Currency Deposit A/C (NFCD A/C)
Resident Foreign Currency Deposit A/C (RFCD A/C)
Non Resident Taka A/C (NRTA A/C)
Convertible Taka A/C
Current Deposit A/C: Current Deposit is a term deposit. Its main features are as follows:
Non-interest bearing
Withdrawal not restricted
Continuous Transaction Allowed
The more the Bank will achieve current deposit, the more the net income the bank will achieve as bank do not need to pay interest on current deposit.
Savings Banks Deposit A/C: Savings Bank Deposit A/C is a Quasi A/C. Its main features are as follows:
Interest bearing
Withdrawal limited
Continuous transaction allowed
Withdrawal limited in the sense that-
(a) Not more than two withdrawals in a week
(b) Not more than 25% withdrawal of the balance by a single cheque.
Short Term Deposit A/C: Short Term Deposit A/C is a term deposit A/C. The main features of this account are as follows:
Interest bearing
Withdrawal not restricted
Notice required
Continuous transaction allowed
Fixed Deposit A/C: Fixed Deposit A/C is also a term deposit A/C. Its main features are as follows:
Interest bearing
Withdrawal restricted
Continuous Transaction not allowed
Requirements of foreign currency A/C
Photograph
Copy of passport
Valid work permit
One notable thing is that, Foreign Currency A/C’s nominee can operate A/C unlike other Bank A/C. In that case Banks need to preserve nominee’s photo and specimen signature.
Non Resident Foreign Currency A/C:
Its main features are as follows:
Non resident people
It is like a term deposit
Minimum for three months
Interest is charged at the rate of LIBOR (London Inter Bank Offer Rate)
Resident Foreign Currency A/C: Its main features are as follows;
Resident who once in foreign country
Within one month after returning
Can Bring 5000US $ without declaration.
Can open A/C only in AD Branch.
Non Resident Taka A/C: It is almost a saving A/C operating from another country.
Documents required for opening an A/C:
Individual / Joint A/C:
Account opening form as applicable duly filled in
Specimen signature card
Two copies of photographs dully attested by introducer
Nominee form and photographs of the nominee
Mandate or authority form
KYC (Know Your Customer) form
National ID card Photocopy.
New product of CBL:
a) City Deposit Products:
City Onayash
City Shomridhdhi
City Projonmo
City Ichchapurun
b) City Loan Products:
City Drive
City Solution
City Express
Cash
Loan
c) City Card Products:
City Debit Card
City Credit Card
d) City NRB Product
Customer Service: A customer care:
In a service industry like Banking, Providing ‘Customer delight’ through prompt and accurate service is of paramount importance. A satisfied customer will always come back to the bank and will act as good will ambassador of the bank.
In this age of globalization and market economy, Banks are increasingly turning towards modern technology that in fact, changed the interaction bank and customers.
Now, technology and services are two prime tools to attract customers. As banks deal with customers for their business, services to them are absolutely required. That means, without customer delight or customer service, bank cannot develop its business.
Rules to Bankers
Key Messages:
Customer is always right
We get our salary because we have customers
Customer is the king and bank must satisfy him
Every complaint is an opportunity ( It is called service recovery).
Customer Touch Point:
Branch
Telephone
Letters
Visits
Customers come To Branch for:
Products
Services
We must delight our customers
Customer Focus:
Know Your Customer (KYC)
Know Your Product (KYP)
Some Rules to Remember:
Always be courteous & Polite
Avoid Arguments
Always Listen
Never interrupt a customer when he/she is angry
Be Patient
When answering a telephone, greet and give your identity
When transferring a call, let the customer know whom your are transferring it to
Never say I do not know
Always thank the customer for his patronage
One Stop Service:
If someone is unhappy about how they are treated, they will tell 11 (eleven) other people. This is how we can lose business. When someone has received excellent customer service, they will generally tell 3 or 4 other people, this is how we can grow our business. Therefore to achieve higher customer service, One Stop Service has been introduced in CBL.
One Stop Service is basically a customer-oriented service aimed at providing prompt & accurate services form one point without moving from one point to another. In this process, the customer deposits or gets payment of his cheque form one point standing in a queue and need not to move to different point for getting the process end.
Current Functions of CBL:
a) Description of Services Offered by CBL: The Services offered by CBL are discussed below:
Service of CBL
The CBL concentrates the following categories of banking services:
General Banking
Retail Banking
Loans and Advances
SME
Corporate
International Trade and Foreign Exchange
Export
Import
Remittance
Online Banking Services
Debit Card and Duel Currency Credit Card Facilities
Retail Banking
One of the most remarkable success stories of last 50 years Banking Industry globally has been the conceptualization and innovative execution of banking with individual customers, their friends and families. The industry has termed it as Retail Banking or Personal Banking or Consumer Banking. The City Bank limited recently started its journey in Retail Banking. More than 700 staffs have been trained so far on the vital concepts of service excellence and sales. In the product side ATM fleet has been launched, Debit card has been issued, SMS Banking has been offered, 3 new deposit product have come up and our communications in media has been increased, manifold in the endeavor to build a Retail Banking brand namely “City Retail Happiness Counts”. Retail Banking includes:
Deposit
Loan
Debit Card
Credit Card
NRB
SME Banking:
Considering the potential growth and demand situation the City Bank Limited has extended credit facilities to small and medium enterprises through SME Banking in the year 2006 and 2007. A separate division has established in the Head Office with collaboration of all branches to process and handle loans under SME for attaining a respectable market share and successful operation of the scheme. The Bank has organized several training program for development of adequate human resources.
Following services are provided by SME Banking
City Muldhan
City Sheba
City Shulov
City Nokshi
In the year 2007, major initiatives have been taken to re-launch SME Banking. Organization and processes are being restructured with focus to enhance business. SME asset size in 2007 went up to BDT 2,000 million and the number of borrowers in SME was 3,000.The bank ha s also taken measures to provide complete banking solution to SME by devising both cash and non-cash based product appropriate and fit to support the requirements of the concerned business. Small enterprise will have a better opportunity to avail PPG based funded product. The needs of medium sized enterprises are also being fulfilled through multiple products offering in the conventional manner. The City Bank SME recently launched “City Nokshi”. “City Nokshi” is a 10 percent rate per annum as per the guidelines of Bangladesh Bank and is available only for the women entrepreneur of the country.
Corporate and Investment Banking:
As part of its commitment to provide global quality service. The City Bank Ltd, one of the largest local Banks, has launched its Corporate & Investment Banking Division recently. This shift , from branch banking model to business driven matrix, is the first step of the banks plan to revitalize its way of doing business in 2008. The C&I Division will comprise of a number of relationship teams centered in Dhaka and Chittagong to provide who will act as one stop contact point for the customers of the bank. This model has been successfully globally to provide better service and create increased customer satisfaction. The relationship teams have been staffed mainly through internal quality resources. The C& I relationship teams have already taken over the existing large accounts and servicing the customers to their satisfaction. Total new booking in last few months is more than BDT 3,000 million. The C&I Division will also have product teams i.e. structured finance, Islamic finance, Leasing, Cash management who will meet the specialized product needs of the corporate customers. The time ahead is going to be very challenging for C&I. The major challenges shall be to increase the quality of the portfolio keeping in mind the business targets for the year 2009 and also ensure quality services in this transaction phases with timely formation and support from other departments i.e. centralized credit administration, operations.
Following services are provided by Corporate Banking:
Working Capital Finance
Trade Finance
Short/mid-Term Finance
Project Finance
Islamic Finance
Structured Finance
Cash Management
Investment Banking
Dual Currency Credit Card:
Today’s customer wants services and information to be provided at all times and places. This has become possible by ATMs and POS terminals and helped banks in achieving “Anytime, Anywhere Banking”. Therefore there is a need for an automated system that will connect the branches through online to provide better services to the customers. The most modern technology based bank product for making hassle free financial transactions and drawing of cash money all over the world is given by Credit Card. The City Bank Ltd is the first among domestic banks to introduce a unique dual currency CITY CARD under the logo of VISA International in Bangladesh. After obtaining principle membership of VISA on 19th February, 2003 the bank is pleasing its commitment to be leader as card issuer in the arena. Tremendous responses are there from the market for this plastic money. Up to March, 2008 the number of CITYCARD is 10,215.
Computerization and Online Service:
With computerization the bank had gone another step ahead towards providing pragmatic, safe and prompt banking services. All 84 branches including Islamic Banking Branch are brought under computerized net. Bank has implemented online real time banking through an agreement with Info sys Technologies Limited for supply of world reputed banking software “FINACLE”. Within March, 2008 real time banking facilities have been introduced in 37 branches of CBL. Under this system, client will be able to do the following type of transactions:
Easy to withdraw or deposit from any online branch
Fund transfer with one click, no need TT/DD
Customer can easily tell which payments have cleared.
Islamic Banking:
The City Bank Limited started its Islamic Banking operation by opening its first Islamic Banking Branch at 9/H, Motijheel, Dhaka. Islamic Banking Branch has just completed 4 year of its operation. In the year 2007 the branch has closed various deals under Islamic Finance operation. In 2007, branch’s investment portfolio reached was TK. 648 million with overall client base of about 3,500 customers. Operating profit of the branch posted TK. 50 million in 2007 compared to TK. 40 million in 2006. Islamic Branch is also rendering sales and service to a good number of broker houses including DSE’s central trade account in the capital market. The salient features of Islamic Banking are as follows:
To conduct all its activities as per Islamic Shariah
To conduct its monetary matters free of interest
To establish banker-customer relationship on the basis of partnership
To follow Islamic principle in all its investment port-folio
To develop living standard of the poor incoming group
To render excellent services to the clients cordially
To conduct welfare related activities to the people.
SWIFT Banking (Since 2000):
The City Bank Ltd. is one of the first few Bangladeshi Bank who has become member of SWIFT (Society for Worldwide Inter-Bank Financial Telecommunication) in 1983. SWIFT is members owned co-operative, which provides a fast and accurate communication network for financial transactions such as letters of Credit, Fund transfer etc. By becoming a member of SWIFT, the bank has opened up possibilities for uninterrupted connectivity with over 5,700 user institution in 150 countries around the world.
SMS Banking:
City SMS gives you 24-hour access to the key financial information of our customers City Bank Account. It is the simplest way of finding out customers account’s daily / month – end balance. With City SMS , a customer neither have to wait for his or her statement to arrive through mail nor have to make a phone call at branches to inquire about his or her balances and last few transactions. Once a customer becomes a member of SMS banking, he or she will enjoy 24-hour access it the key financial information.
Facility:
Through City SMS Banking you will be able to access his or her account information like balance; transaction and a range of other financial information by typing a presently following functionality are available through City SMS Banking
Sources: Bank’s website – http:/click.thecitybank.com/sms.htm
Corporate Governance:
The bank recognizes the importance of Corporate Governance and is committed to maintain highest standard. A team of experienced professionals maintains the following committees to run the Bank efficiently:
Management Authority
Administration and Disciplinary Action Authority
Technical and Audit Authority
Credit committee
Procurement and purchase Committee
Asset and liability Committee
Training Program:
The City Bank Limited has launched a huge training program for its staff as part of its restructuring plan. So far, 774 staffs have received training on Customer Service and face to Face Sales; 65 staff received training on departmental operating Instructions and 268 staff received training on Orientation to Credit. Apart from these regular training are going on with BBIM, BIM, and CRISL etc. City Bank Management gives top priority to its peoples leasing and development issues. That’s why the current training project of City Bank is given a name “Learning & Development making the winning moves”.
b) Functional Division of CBL: The Bank accomplishes its functions through different functional divisions/departments along with their major functions are listed below:
Financial Division:
Financial Planning , budget preparation and monitoring
Payment of salary
Controlling inter-branch transaction
Disbursement of bills
Preparation / Review of returns and statement
Preparation of financial reports and annual reports
Maintenance of Provident Fund, Gratuity, Superannuation Fund
Reconciliation
Credit and risk management:
Loan administration
Loan disbursement
Project evaluation
Processing and approving credit proposals of the branches
Documentation, CIB (Credit Information Bureau) report etc
Arranging different credit facilities
Providing related statements to the Bangladesh Bank and other department
Human Resource Division (HRD
Recruiting
Training and development
Compensation, employee benefit, leave and service rules program and purgation
Placement and performance appraisal of employees
Preparing related reports
Reporting to the Executive Committee/Board on related matters
Promotional camping and press release
Information Technology (IT) department
Software development
Network management and expansion
Member banks reconciliation
Date entry and processing
Procurement of hardware and maintenance
Branch control & Inspection Division
Controlling different function of the branches and search for expansion
Conducting internal audit and inspection both regularly and suddenly
Ensuring compliance with Bangladesh Bank(BB), monitoring BB’s inspection and external audit reports
Retail Division
ATM card, Credit and system operation and maintenance
SWIFT operation
Credit Card Operation (Proposed)
Customer and vendor relationship
City Bank Treasury and Market Risk Division:
City Bank Limited has a dedicated Treasury team who is capable of providing all treasury Solutions. Through business partners CBL is providing a wide range of Treasury products. In CBL Treasury, there are various teams who are specialized in their own area to ensure the best possible solution to our customer obligation.
Such as:
Foreign Exchange
Money Market
Corporate Sales
ATM and Market Research
Strategy of CBL:
CBL believes in the practice of Market-Oriented Strategic Planning , developing and maintaining a viable fit between the organization’s objectives, skills and resources, The aim of such approach is to shape and reshape the bank’s businesses and service so that they yield target profit and growth. The strategic planning of CBL consists of two organizational levels, which are:
a) Location Based Strategy
b) Business Level Strategy
a) Location Based Strategy:
Since the growth and profit of banking business largely depends upon the location of branches where large connection of other businessman and industries are involved, CBL Main Strength is its location based strategy. The 83 branches of CBL are divided into five different regions, which are:
Dhaka Division, comprises 37 branches
Chittagong Division , comprising 15 branches
Comilla Division , comprising 5 branches
Sylhet Division , comprising 9 branches
Bogra Division , comprising 10 branches
Khulna Division , comprising 7 branches
The concentration of business and lifestyles of the people are not the same in these five areas. So, the strategies of the five areas differ from one another, but they are designed with distinctive local touch. Head office constantly monitors the progresses of all the five areas. At present, the bank is not interested in launching more branches. Currently CBL is focusing in strengthening the existing branches.
Business Level Strategy:
The business strategy of the Bank is to strengthen its retail business, following a conservative leading approach. But the Bank’s major portion of the profit generates from its Retail banking and SME banking.
Retail Banking Strategy
SME Banking Strategy
Retail Banking Strategy:
The City Bank Ltd. recently has started its journey in Retail Banking. More than 700 staffs have been trained so far on the vital concepts of service excellence and sales. In the product side ATM fleet has been launched , Debit card and credit ha s been issued, SMS Banking has been offered, 3 new deposit products have been introduced, manifold in the endeavor to build a Retail Banking brand namely “City Retail Happiness Counts”.
SME Banking Strategy:
Considering the potential growth and demand situation The City Bank Limited extended credit facilities to small and medium enterprises through SME Banking in the year 2006 and 2007. A separate division has been established in the Head Office with collaboration of all branches to process and handle loans under SME for attaining a respectable market share and successful operation of the scheme. The bank organized several training program for the development of adequate human resources.
Logistic & Support Division [L&SD]
To bring uniformity and transparency in the purchase and procurement process, the management of The City Bank Limited recommended establishing a sound purchase policy considering best quality of products and services and better prices. The Logistic and Support Division is mainly responsible for all types of purchases and procurements of the bank. Before purchasing a more valuable product, LSD needs to invite bids, quotes or RFP’s from reputable supplier or vendors. In addition LSD also prepares and maintains Tender Documents, Tender Schedules and Tender Invitations.
The process of planning, implementing, and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption for the purpose of conforming to customer requirements .
Logistic and Support Division is also a part of Finance Division, as all purchases and procurements of the Bank are done by LSD, it tries to purchase in lower price, but dose not negotiate with the products.
Function of LSD:
Logistic and Support Division function are as below:
Planning
Procurement
Transportation
Supplyand maintenance.
Security Support
Technical Support
Maintenance of Fixed Asset
Central Storage
Central Dispatch
Parts of LSD:
Logistic and Support Division are divided in 6 units and every unit work separately there own responsibility. These are:
Project Unit
Supervision Support Unit
IMW Unit
Technical Unit
Security Unit
Organogram of Logistic & support Division:
Figure: Organogram of Logistic &Support Division
Purchase and procurement policy:
Purchase Policy:
Purchase Policy is a rule and regulation which is followed by the Bank before making any purchase. There are various types of purchase policies which are followed by the Purchasing Unit.
Objectives:
These purchasing policies and guidelines have been prepare in order to ensure that The City Bank Ltd. obtains quality products and services, according to Bank’s needs and within the budget. This Policies and Guidelines shall be applicable for both domestic and international procurements.
For the purpose of efficient procurement and procurement process, the main division responsible for procurement of all major services and goods in Logistic and Support Division. IT Division is responsible for procuring IT related products such as software, hardware and others. Marketing and Branding is responsible for purchasing advertising or promotional related materials and services.
These Guidelines is subject to review from time to time for further improvement. Further/improvements are usually made in the form of addendums.
Types of policy:
Policies can divided into three categories –
Figure: Types of policy
a) Renovation & Decoration Policy:
1. For preparing lay-out reputed Designer / Decorator are usually invite for preparing lay-out plan and supervision of the work.
2. For large projects, Tender is generally called.
3. For making any major purchases, notes are placed before the purchase committee and management for approval purposes and as per their decisions, work orders are being issued.
4. Apart from price, the committee considers supplier’s previous experience and reputation.
5. At the time of final payment, in some cases 5% are retained from the total work order amount as security money for 3-12 months.
6. The work order also contains scope of work, completion time and penalty charges.
b) Vehicle Purchase Policy:
1. Vehicle are allotted for the branches for the branches for operation purposes within defined criteria and management discretion.
2. Vehicle are purchased for a new employee or promoted employee as per service rule.
3. Straight line basis are followed for depreciation and 25% are being charged on purchases value. Book value reaches at Tk. 1/- after 4 (four) years. Decision for selling vehicles are taken when expenditure for repairs go up.
4. Authorities take decision on the type and numbers of vehicles to be purchased after taking into account the need, allotment criteria, and availability as well as brand, model, year of manufacture, capacity, CC etc.
5. Spare parts availabilities, maintenances, cost of repairing, re-sale value and cost of fuel consumption are also being considered.
6. Quotations are collected from reputed traders to negotiate for a better price or terms & condition while asking for the decision from Board Members or Management Committees Based on comparative quotations and prices.
c) General Policy:
1. All purchases for the Bank are usually initiated and conducted by the Logistics and Support Division (LSD).
2. No purchase are made, paid, or reimbursed, unless written prior approval is obtained in the prescribed format.
3. A unit or Division who requires goods or services raise a requisition for purchase, in the prescribed formats. The requisition is then forwarded to Authorized Division.
4. Any purchase requisition in over than Tk. 1,500,000 is routed through a Purchase Committee (PC) and Board for their recommendations and approvals.
5. For making any purchase, two forms – Purchase Requisition (PR) and Purchase Order (PO) from are being used.
6. Minor purchases with a total value up to Tk. 3,000 per transaction can be made by the Consuming Unit or Division itself, but their maximum limit for purchases Tk.20,000 per month.
7. Quotation are being received and Tenders are being called as per
Requirements.
8. The Purchase Unit considers Unit considers and confirms the following items when conducts purchases:
Purchase Policies
Product Quality
Price
Payment terms and methods
Delivery terms and methods
Sample of PR from and PO from are given bellow:
Purchase Order From
| P.O.No:P.O.Date:
To: Supplier Ref |
| Sl.No | Description | Quantity | Unit Price | Total |
| Total | Tk. |
Terms & Conditions:
Price: (Include of Duty, Tax and VAT if applicable).
Delivery: (Method and Time)
Payment Terms: (Depend on the goods or services)
For and on Behalf of Accepted By
The City Bank Limited. Contractor or Supplier
Figure: Purchase Order From
Purchase Requisition From (PR)
| Date:Issued: | Department: | Requisition By: |
| Date Discovery is required: | (Org: Code- Account Code) | Authorized (Person with signing authority)Signature: |
| Suggested Supplier & Vendor Code:Complete Address
(if Know) Contract: Phone: Fax: E-mail: |
Ship No. Ship to Code:Contract: Phone:
Fax: E-mail: |
| Other Supported Suppliers:1.
2. 3. |
Instructions:1. For departmental use forward while copy to supping debt.
2. For external use forward while copy to purchasing. 3. Retain part 2 for year records. 4. If you fax the requisition please do not forward the Original. |
| Sl/No. | Quantity | Unit | Description, Make, Model, Category No. (Attach list if necessary) | Unit Price | Total | |
| 1 | ||||||
| 2 | ||||||
| 3 | ||||||
| 4 | ||||||
| 5 | ||||||
| Special Instruction to Purchasing/Supplier | Sub Total | |||||
| RST Total | ||||||
| Total Amount (Including RST) | ||||||
Office Use Only
| Currency | Terms | FOB | Purchasing File No. | BudgetApproval | Price Quoted |
| Duty/Brokerage | RST | Ship Visa | Supplier Reference No. | PurchasingApproval | Data Order Placed |
| Requisition | CommodityCode | Buyer | Data Entry | Delivery Date | |
Figure: Purchase Requisition
General Tender Details:
The tender or bid documents include the following things:
Purchasing Division as addressee.
Tender opening date, closing date, time and place of submission
Bid Bond:
The bid bond amount shall very depending on circumstances from minimum 7% to 14% of the total value of work.
Bid Bonds are being submitted in the form of pay order / demand draft/ bank guarantee.
The Bid Bond / Earnest Money of all other unsuccessful bidders are refunded / returned within 15 working days.
Acceptance or rejection of an offer depends on various reasons.