GENERAL BANKING SERVICES OFSANIMA BANK

LIMTED

An Internship Report

Submitted By:
Grishma Aryal
Exam Roll Number: 24972/19
TU Registration Number: 7-2-25-115-2019
Nepal Commerce Campus

Submitted to:
Office of the Dean
Faculty of Management
Tribhuvan University

In partial fulfillment of the requirements for the degree of

Bachelor of Business Administration (BBA)

Minbhawan, Kathmandu
September, 2024
 RECOMMENDATION LETTER

This is to certify that the internship report

Submitted by:
Grishma Aryal
Exam Roll Number: 24972/19
TU Registration Number: 7-2-25-115-2019

This internship report entitled:

“General Activities Performed at Career Path Consultant”
has been prepared by this campus. This internship report is forwarded for examination.

…………………........
Mr. Baburaja Tandukar
Supervisor
Nepal Commerce Campus

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 APPROVAL LETTER

This is to certify that Ms. Grishma Aryal has done her internship work in Sanima Bank
Limited from 5th may, 2024 to 4th July, 2024 and prepared the internship report entitled
GENERAL BANKING SERVICES OF SANIMA BANK LIMITED in partial fulfillment
of the requirements for the degree of Bachelor of Business Administration (BBA) at Faculty
of Management, Tribhuvan University under my supervision and guidance. To the best of
my knowledge, the internship report of his/her original work and the information presented
by him/her in the report has not been submitted earlier anywhere. The report is based on the
activities accomplished by her during the internship work.

Signature: ...............................
Dr.Binod Ghimire

Deputy Director, BBA

Nepal commerce campus

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INTERSHIP COMPLETION LETTER

iv
 STUDENT’S DECLARATION

I hereby declare that intern have completed internship work in the Sanima Bank Limited from
May 05, 2024 to July 04, 2024and prepared the Internship Report entitled “GENERAL
SERVICES OF SANIMA BANK LIMITED” under the supervision and guidance of Mr.
Baburaja Tandukar partial fulfillment of the requirements for the degree of Bachelor of
Business Administration (BBA) at Faculty of Management, Tribhuvan University. It is my
original work and I have not submitted it earlier elsewhere for any other purposes.

Signature…………………….

Name of student: Grishma Aryal

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 ACKNOWLEDGEMENTS

It gives us an immense pleasure to have this opportunity to learn and express our theoretical
knowledge in practical environment. The completion of this report study could not have been
possible without the participation and assistance of so many people whose names may not all
be enumerated. I humbly express the deep sense of gratitude to those people contributing
directly or indirectly to complete this report.

Firstly, I owe special debt of gratitude to Mr. Baburaja Tandukar of Nepal Commerce
Campus, Tribhuvan University for his constant support and guidance throughout the course
of my report which has been constant source of inspiration for me.

I would like to express my sincere appreciation and word of thanks to Ms. Pramika Bist the
Research Manager of Sanima Bank Ltd. Kageshwori Branch for allowing intern to be the part
of this organization. I am grateful to Ms.Shreeya Thapa and Ms. Smriti Dahal, my internship
supervisor, who guided me tolerantly and patiently by providing valuable advice, support as
well as motivation. In addition, my sincere thanks go to all the staffs of Sanima Bank Ltd. for
their kind support and co-operation.

I would like to express their special gratitude towards my parents for their support and
encouragement throughout their internship period.

Sincerely,
Grishma Aryal
BBA 8th semester
September,2024

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 Table of Contents

RECOMMENDATION LETTER ............................................................................................ ii

APPROVAL LETTER ........................................................................................................... iii
INTERSHIP COMPLETION LETTER .................................................................................. iv
STUDENT’S DECLARATION ............................................................................................... v
ACKNOWLEDGEMENTS .................................................................................................... vi
LIST OF TABLES ................................................................................................................ vii
LIST OF FIGURES ............................................................................................................ viii
ABBREVIATION .................................................................................................................. ix
CHAPETR Ⅰ ........................................................................................................................ 1
INTRODUCTION ............................................................................................................... 1
1.1 Background of the study .............................................................................................. 1
1.2 Objective of the study .................................................................................................. 2
1.3 Methodology ............................................................................................................... 2
1.3.1. Organization selection .......................................................................................... 3
1.3.2 Placement .............................................................................................................. 3
1.3.3 Duration ................................................................................................................ 3
1.4 Limitations .................................................................................................................. 4
CHAPTER II ....................................................................................................................... 5
INTRODUCTION OF BANKING INDUSTRY ................................................................ 5
2.1 Introduction ................................................................................................................. 5
2.2 Origin of bank.............................................................................................................. 6
2.3 History of the Banking Industry ................................................................................... 7
2.4 Types of banks in Nepal............................................................................................... 8
2.5 Present scenario of banking sector of Nepal ................................................................. 9
2.6 Role of banking industry in economy ........................................................................... 9
CHAPTER III ................................................................................................................... 11
INTRODUCTION OF THE SANIMA BANK ................................................................. 11
3.1 Introduction of organization ....................................................................................... 11
3.2 Vision, mission and Objectives .................................................................................. 12
3.4 Different department of Sanima Bank ........................................................................ 13
3.5Capital Structure of Sanima Bank ............................................................................... 14
3.6 Service of Sanima Bank ............................................................................................. 15
3.6 Product of Sanima Bank Limited ............................................................................... 16
 3.7 SWOT Analysis ......................................................................................................... 17
CHAPTER Ⅳ ................................................................................................................... 19
ANAYALSIS OF ACTIVITIES PERFORMED AND PROBLEM SOLVED ............... 19
4.1 Activities performed .................................................................................................. 19
4.2 Problem solved .......................................................................................................... 21
CHAPTER Ⅴ ..................................................................................................................... 23
CONCLUSION AND LESSONS LEARNT ..................................................................... 23
5.1 Conclusion ................................................................................................................. 23
5.2 Lesson learnt.............................................................................................................. 24
REFERENCES
 LIST OF TABLES

Table 1.1 Duration of Internship ............................................ Error! Bookmark not defined.

Table 2.1 Capital Structure of Bank....................................... Error! Bookmark not defined.
Table 3.1 Capital Structure of Sanima Bank ........................................................................ 14
Table 3.2 Board of director of Sanima Bank .......................... Error! Bookmark not defined.

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 LIST OF FIGURES
Figure 3.1 Organization Structure of Sanima Bank .............................................................. 12

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 ABBREVIATION

ATM Limited Automated Teller Machine

ABBS Any Branch Banking Service
BBA Bachelor of Business Administration
CDD Customer Due Diligence
CSD Customer Service Department
FOM Faculty of Management
FD Fixed Deposit
IT Information Technology
KYC Know your customer
LTD Limited
LC Letter of credit
TU Tribhuvan University
NIDC Nepal Industrial Development Corporation
NBL Nepal Bank Limited
NRB Nepal Rastra Bank
OI Operation In charge
PIN Personal Identification Number
PSTN Public Switched Telephone Network
SCT Smart Choice Technology
SMS Short Message Service.
SWOT Strengths, Weaknesses, Opportunities, and Threats

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 CHAPETR Ⅰ
INTRODUCTION

1.1 Background of the study

This report is a part of the undergraduate program under Tribhuvan University (TU)
necessitates student to undergo an extensive internship program, in the eight semesters for
the partial fulfillment of Bachelor in Business Administration. The internship period which
all BBA students are required to undertake aims to train and prepare students for
managerial functions, develop interpersonal relationship and communication skills by
putting them in real-life situations through an organization.

An internship program provides an opportunity to learn in the real-life work situations and
an experience which can help the students to achieve their goals. Its main function is to
produce skilled human resources necessary for the national development by providing
quality education. It develops the strong responsibilities and skills working with group of
people in the organization.

Internship period of nine weeks program designed to provide students an opportunity for a
meaningful career-related experiences in a real organizational setting before graduate.
Internship help students become viable, experienced job applicants when seeking
employment after graduation. An internship is a work-related learning experience for
individuals who wish to develop hands on work experiences in a certain occupational field.
Internship Programmed is a feature of TU, BBA Programmed that is compulsory to fulfill
the partial requirement for the degree of BBA, which provides the perfect platform for the
students to utilize their theoretical knowledge in real life situations. It gives the students an
opportunity to practice and expand their skills and knowledge learned in the classroom and
face organization problems.

The period of 9 weeks was sufficient for intern to acquire the practical knowledge in the
related field of study. In these months, we confronted with many knowledgeable,
professionals, logical and real systematic approach on every department of bank which can
be applicable for our future career. The report contains the knowledge gained from working
in Sanima Bank Limited. The intern was place in the customer service department and the
internship report was completed on the basis of knowledge gained in the customer service

1
department of Sanima Bank Limited. Customer service is the front desk of any organization
where the organization makes first contact with the client and makes sure the activities
designed to satisfy the customers actually worked out or not.

Furthermore, an internship consists of an exchange of services for experiences between the

students and an organization. Students can also use an internship to determine if they have
an interest in a particular career, create a network of contacts.

1.2 Objective of the study

The main objective of the internship is to gain real life exposure to the working
environment. The general objective of doing internship is for the partial fulfillment of the
requirement for the degree of BBA. The purpose of intern is to give practical and
professional knowledge about the banking sector to the students. The objectives of the
study are as follow:
a) To study the entire banking procedures.
b) To examine the overall activities of customer service department.
c) To maintain the highest level of ethical standard.
d) To acquire knowledge on banking activities and environment.
e) To know about services provided by the organization.

1.3 Methodology
This report had been prepared on the basis of nine week long internship program in Sanima
Bank Limited, Kageshwori. The information was collected from intern experiences and
observation. Furthermore, the feedbacks from the employees, annual reports, and company
websites etc. were also taken as the references. Two different sources of data collection
were used in preparing the report. They are listed below:
Primary sources
Primary sources of data are known as the data which are collected through observation and
direct contact. They are not derived from any other sources. Most of the primary data are
collected through the following sources:
a) Day to day operation with staff of securities-based lending.
b) Direct dealings with the customer in the bank.
c) Personal interview with the employees of their concern work.
d) Observations of the bank and its environment.
Secondary sources

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The secondary data is one which has already been collected by a source of other than
present investigator. Secondary data include both raw data and published summaries. These
types of data are collected through following ways:
a) Official website of Sanima Bank Ltd.
b) Broachers of Sanima bank
c) Different books and newspaper.
d) Review of the related past records.
e) Hoarding boards.
1.3.1. Organization selection
Selecting the organization is most crucial part of the internship program as the effectiveness
of the whole program depends upon the organization that has been selected. We were more
interested in doing internship in a financial department of the company, and to select where
to do internship was too tough to choose.

As a student of banking and finance, to convert the theoretical knowledge into the practical
field, intern preference would be a financial institution, especially a bank. Sanima Bank
Limited is a Nepal’s leading commercial bank. It follows the standard business procedure
and contains good organizational culture. Intern dropped a letter from the college along
with the curriculum vitae was presented at Sanima Bank which gave the environment that is
necessary for any student doing the internship and luckily got a chance to be a part of it for
two months.

1.3.2 Placement
After getting the internship opportunity at Sanima Bank, intern was placed at customer
services desk by the branch manager under the supervision of senior assistant of customer
service desk. It gives the opportunity to be familiar with the real world with the knowledge
of overall banking system.

1.3.3 Duration
According to the eighth semester requirements, the internship must be last eight weeks. So,
in fulfill of the requirement prescribed by TU, internship was done for two months (50
working days) startedfrom 5th may, 2024 to 4th July, 2024. Those 9 weeks of internship in
the Sanima Bank Ltd. was very fruitful and sure to be very helpful in coming days of
professional life ahead. Report the organization at 10:00 a.m. and return home at 5:30p.m.

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Table 1.1 Placement and duration of the internship

Department/ weeks 1 2 3 4 5 6 7 8 9

Customer service department (CSD) ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓

In this above table 1.1 it shows the internship duration of intern in Sanima Bank Limited.
The first row shows the week of internship and the second row shows the working
department of intern. The tick marks show working weeks of intern.

1.4 Limitations
Nothing is perfect. It is true everything must have the limitations. Although various efforts
have been made to collect data and information for the internship report. Sometimes
authentic data for analysis couldn’t found as the prompters of the project think it can
disclose their industries secrecy.

The various limitations of the study are as follows:

a) Though the both primary and secondary sources of data have been used in the report
they lack precision due to securely problem of the company.
b) The information gathered was only of Sanima bank limited, information of other
bank was not possible.
c) The work load of employees and supervisors was quite hard to give proper guidance
to the intern.
d) The report may not have complete information about the other department of the
bank.Almost most of the time was spent on CSD.

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 CHAPTER II
INTRODUCTION OF BANKING INDUSTRY

2.1 Introduction
Banks are pivotal institutions in the modern economy, serving multiple crucial functions
that underpin financial stability and growth. Lending activities can be directly performed by
the bank or indirectly through capital markets.

A Bank is a depository financial institution which purchases money and sells money for
money. Bank is a financial intermediary which creates the relationship with both the
surplus units and the deficit units. To create the relationship with these units, bank offers
various financial products and the person who purchase that product will knowingly or
unknowingly becomes the relative of the bank (McKenzie et al., 1976). The major financial
products that any bank offers to the public are various deposits schemes and the loan
schemes. The one who are in need of money or funds purchases the loan protheir primary
objective is to safeguard deposits, providing a secure place for individuals and businesses to
store their money (Bank bound, 2011). This security is coupled with the ability to facilitate
transactions, enabling smooth and efficient financial operations through services such as
payment processing and electronic transfers. The key role of banks is to provide loans and
credit, which supports personal and business activities by financing home purchases,
business expansions, and various other needs. In addition, banks help manage financial
risks through various products and services, offering insurance and investment solutions to
help clients navigate uncertainties as per their requirements and one who have excess funds
purchase the deposits schemes.

Bank exists in the economy to perform the function of the intermediary. Banks
intermediates not only the surplus and deficit units but also perform various management
activity to create a balance in the economy. It should perform the size inter mediation
because in general surplus units are large in number but they less amount of surplus funds
and the opposite scenario(Abdul-Rahman et al., 2014).

Basically, banks are those financial institutions that offer the widest range of financial
services- providing credit and encouraging savings; and also perform the widest range of
financial functions for all type of business firm in the economy (Zineldin, 1996).
Commercial bank is the term used for a normal bank to distinguish it from an investment

5
bank. It raises fund by collecting deposits from business and consumers. It also buys
corporate bonds and government bonds. Its primary liabilities are deposits and primary
assets are loans and bonds. The banks which perform all kinds of banking and generally
finances trade and commerce, are called commercial banks. Commercial bank is merely a
business firm engaged in financial inter-mediation as well as additional functions under
strict supervision and control of central bank.

Bhattacharya et al. (1998) bank may be defined as financial intermediary between

depositors and the credit seekers. Bank is among the most important financial institutions in
the economy and essential business in thousands of local towns and cities. Bank plays
different kinds of roles like intermediary, underwriter, utility payers etc. The range of these
services differs from bank to bank, depending mainly on the size and type of banks.
Commercial banks are mainly established to facilitate the development of trade and
commercial sectors of the country. The first commercial bank in the world was bank of
England established as a central bank of Britain. We know that alternative word of bank is
financial institution and which means financial market and its players and opening of all
types of depository institution and other non-depository financial institution to the private
sectors. There are so many institutions include in depository institutions, these are as
commercial banks, development banks, finance companies, cooperative banks (Dietrich
&Wanzenried, 2014).Non-Financial institution includes life and nonlife insurance
companies, pension fund, provident and retirement funds, manual funds, unit trust mortgage
banks, money market mutual funds and so on.
2.2 Origin of bank
Tamang (2012) the concept of bank had started to evolve in the brilliant human mind
immediately after the humans were able to realize and develop money. Though money had
made the human life much easier than before but ancient humans started to realize the
complexities that evolution of money had created in their life. Earlier the moneylenders and
the landlords perform the banking activities as the informal banks but later the activities of
these people are formalized and the concept of bank as an institution had emerged.

Banks were first introduced in Rome with its vast trade networks that extended throughout
the Europe, Asia and much of Africa. Following the footsteps of this bank, other banks
were also established. Namely: Bank of Barcelona (1401), Bank of Genoa (1407), Bank of
England (1594) and Bank of Amsterdam (1609). Likewise, India established its first bank,

6
"Bank of Hindustan" in 1770. These modern banks gradually replaced the merchants,
goldsmith and money lenders.

Nowadays, banks are referred to as lifeblood for business houses as they offer many
facilities like cheque, insurance services, pension services and other investments. The
crucial breakthrough in the modern banking history was made in 1694 A.D when the first
modern bank "The Bank of England" was established. After the establishment of this first
English Bank, Banking sector had experienced various ups and downs but still they
persisted and because of that persistence they are now able to exist in this 21st century
world as one of the essential elements of human life.

Presently, banks are not only the deposits collecting and loan lending institutions but also
the institutions which helps its customers from various ways as per their convenience and
ability with full security. They had been developed as the essential service providing
institutions in this rushing world. The banks had start affecting the lifestyle of the citizens
as well as the economy of the country as well. Hence, banking had become an important
element of the world economy in the present time.

2.3 History of the Banking Industry

The history of the banking system traces its evolution from ancient times when barter
systems were the norm. In these early societies, people exchanged goods and services
directly, which was limited by the need for a "double coincidence of wants"—both parties
needed to have what the other wanted. As trade grew more complex, the need for a more
sophisticated system emerged. The concept of banking further developed in ancient Greece
and Rome, where merchants and moneylenders provided financial services, including
deposits and loans. The modern banking system began to take shape in the 17th century
with the establishment of institutions such as the Bank of England (1694), which was one
of the first central banks. Following the founding of the first English bank, the banking
sector faced different ups and downs, but they survived, and as a result of that persistence,
they are now have become the one of the basic elements of human life in the twenty-first
century (History of banking, n.d.).The 19th and 20th centuries saw significant
advancements, including the creation of regulatory frameworks, electronic banking, and
global financial markets. In addition to accepting deposits and disbursing loans, banks now
serve their clients in a number of ways according to their needs and convenience while
upholding the highest standards of security. They have become essential over time. Banks
started to affect the nation's economy and the way of life of its citizens. The globe had to

7
suffer tremendously as a result of the incompetence and inefficiency of a single banking
sector, which contributed to the current 2008 recession. Subsequently, the banking industry
experienced numerous highs and lows but persevered throughout. Today, banks and
banking industry are one of the most catalyzing agents for the economic development of
any nation.

2.4 Types of banks in Nepal

Tandukaret al. (2021) according to him there is various types of banks in Nepal which are
classified in following below:
1. Commercial bank (Class A):
.Commercial banks are financial institutions that primarily engage in accepting deposits
from the public, providing loans, and offering a variety of financial services, including
payment processing, wealth management, and investment .There are various other
commercial banks prominent today such as Nepal Investment Bank, Nabil Bank, etc.
According to NRB act, 2002, the minimum paid up capital to be established as a
commercial bank is Rs. 8 billion. At present, there are 20 commercial banks in Nepal.
2. Development bank (Class B):
The bank which is established for the development of sectors like industrial, agricultural,
infrastructural etc. by imitating the modern system and methodology through financial,
technical and administrative assistance. The Development Bank's duties include dealing in
foreign currencies, offering overdrafts, and raising capital through shares, debentures,
bonds, or other financial instruments as specified by NRB. There are 17 assistance
development banks in Nepal.
3. Finance companies (Class C):
Considering peoples' interest in such programmers, benefit of mobilizing such savings in
productive sector, banking sectors' inability to carry out capital market activities and to
meet consumers' need for credit, government felt the need of finance companies and
introduced Finance. Finance companies focus on providing essential banking services such
as savings accounts, loans, and basic financial products to underserved or rural areas. Their
operations are more localized, aiming to enhance financial inclusion and support
community development by catering to the needs of individuals and small businesses
within their operational regions. At Present there are 17 Finance companies in Nepal.

8
4. Micro finance financial institution (Class D):
Micro Finance Financial Institution could help poor people who do not have any collateral,
but willingness to work and a desire to do some business activities from which he/she will
acquire employment as well as income.They focus on extending micro-loans, savings
accounts, and other financial products to individuals and small businesses that may not
have access to traditional banking services. These institutions play a crucial role in
enhancing financial inclusion by offering small-scale credit and savings options to people
who are typically excluded from mainstream banking due to lack of collateral or credit
history. At present there are 52 Micro Credit Development Bank in Nepal.

2.5 Present scenario of banking sector of Nepal

Thagunna and Poudel (2013) after the restoration of democracy in Nepal, there has been
tremendous development in the banking sector. The economic and financial reforms have
been undertaken by the government which increased both number of banks and the types of
services offered. Banks are gradually shifting towards IT-based solution to enhance service
delivery in order to address customer concerns. Banks have launched various products like
E- banking, ATM, and Mobile banking which facilities several account query tools,
including account balances, thereby minimizing the need for customers to visit banks.
Banks are gradually starting to realize that, in today's competitive banking environment,
exemplary customer service is one of the distinguishing characteristics that banks can
exploit to establish a competitive edge. Since most banks offer comparable products and
services, they should continually search for a competitive advantage that will attract new
customers and help retain existing ones. Banks are, therefore, looking to develop innovative
products and services to maintain superior customer service levels while at the same time
remaining profitable. With the number of market players in the rise, the competition has
been obviously growing in the banking industry. The most obvious effect of the rising
competition can be seen in the interest rates offered by the banks.
As number of banks increases, its regulation also becomes tough. For the purpose of
regulation and control, NRB divided the financial institutions into four classes. On the basis
of minimum paid up capital requirement and functions. This classification is the unique
feature of Nepalese banking industry only and there is no such classification globally.

2.6 Role of banking industry in economy

Banking industry is the backbone of an economy. It is the intermediary mechanism that is
primarily responsible for the transfer of the surplus funds from the surplus generating units

9
in the economy to the deficit facing units. Generally, the Surplus generating units are the
unit such as households and individuals that generate small amount of saving (Aliet al.,
2013).
Diaz-Gimenez et al.(1992)the banking industry then accumulates the small savings of the
individuals and households, transforms the saving into a huge amount of saving and
transfer the amount to the units in the economy that are in need of the fund. The chain of
earning, saving and spending, investing and again earning and saving is the key to the
growth of the economy. The roles performed by the banking industry are an economy can
be presented as follows:

a) Credit generation
Banking system and the financial institutions play very significant role in catering the credit
needs of the overall society. It generates credit to the credit deficit units of the economy
through the funds that comes to the banking mechanism. Thus, the generation of credit is
most efficiently performed by the banking industry that helps in the growth of the economy
as a whole.
b) Fund mobilization
Without the presence of an intermediary mechanism like the banking industry the funds
available to a unit of the economy remains immobilized. The transfer of this 'to be' stagnant
fund is another major role played by the banking industry.

c) Credit availability
Banking system makes credit available to the needy unit of the economy so as to aid
various needs of the business sector, the government and individuals. This availability helps
in the movement and growth of the economy. It is also very vital in making the funds
available for the development of infrastructures in the economy. Investment opportunity
generation
Banking industry is a very potential investment opportunity as well as a very strong aid to
the other available investment opportunities in the economy. From the risk free investment
assets like the treasury Bills to the riskier assets like stocks and bonds and to the more risky
assets like warrants an individual and the institutional investor gets the opportunity to
generate income from their sources Available access to the resources. The opportunity to
get access to the financial resource like the funds is possible with ease only due to the
banking industry and its mechanism. People get access to the financial resource through the
banking system and its mechanism.

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 CHAPTER III
INTRODUCTION OF THE SANIMA BANK

3.1 Introduction of organization

Sanima Bank Limited commenced its operation in 2004 promoted by the prominent and
dynamic Non Resident Nepalese (NRNs) Businessman. Sanima was the first private sector
national level development bank in the country to be capitalized at NPR 320 million. Today
Sanima has completed 20 years of consistent profitable operation. Its new building is
located at Narayan Chaur Kathmandu. In the pursuit of sustainable growth, Sanima has 24
full-fledged branches within and outside the Kathmandu valley and has further plans to
expand its reach in the various part of the country.
Sanima Bank is committed to provide a broad spectrum of financial solutions to our valued
customers and to achieve a healthy growth in profitability in commensurate to the Bank's
risk appetite. Sanima Bank is dedicated towards maintaining the highest level of ethical
standards, professional integrity, good corporate governance and regulatory compliance.
Consequently, Sanima Bank is perceived as a strong, reliable and consistent pillar in the
Nepalese banking industry. At Sanima, we are committed for the better customer service in
all areas of business through continuous improvement.
Today Sanima has completed more than 20 years of consistent profitable operation. Its head
office is located at Naxal, Kathmandu. In the pursuit of sustainable growth, Sanima
received the operating license from NRB to function as an “A” Class Commercial Bank &
has achieved the triumph to establish itself as a Strong and Reliable Commercial Bank in
Nepal. The current shareholding pattern of the Bank constitutes of promoters holding 51%
& general public holding 49%. The bank has increased its paid capital to Rs.12,
460,115,059 from some 800 million to upgrade into commercial bank. Sanima provides one
window financial solutions and Sanima not only offers readymade products and services,
but also offers customized services to better suit the needs of the individual customer.
Sanima uses centralized banking software called FINACLE. This software supports modern
banking facilities like Tele banking, Internet banking, SMS banking, ATM services and
many more. The sophisticated communication technology has interlinked its branches into
centralized database system and enables the bank to provide anywhere banking facilities to
its valued customers. It is also known as Any Branch Banking Service (ABBS). Sanima is
committed to exceed customer expectations in all areas of its Business through consistent
11
processes, innovations and improvements. Every day, Sanima is proud to partner with many
businesses, and communities, bringing them its skills and expertise to help make their
financial lives better.
3.2 Vision, mission and Objectives
Vision
 To be a trusted and leading bank in Nepal.

Mission
a) To be innovative and embrace the changes to delight investors, staff, customers,
regulators and the community they serve.
b) To provide banking and financial solutions in a simplified way with customer
focus while adding value to stakeholders’ interests.
c) To continuously be innovative and keep up with changes to satisfy investors,
staff, customers, regulations and people of the community Sanima serves.
Objectives
a) To bring innovations and customization to meet customer need and to hold
quality of services.
b) To provide secured future for its internal employees.
c) To strength the market shares.

3.3 Organization structure of Sanima Bank

Typically hierarchical is the arrangement of lines of authority, communications, rights and
duties of an organization. Organizational structure determines how the roles, power and
responsibilities are assigned, controlled and coordinated, and how information flows
between the different levels of management. A structure depends on the organizations
objectives and strategy. In a centralized structure, the top layer of management has most of
the decision making power and has tight control over departments and divisions. In a
decentralized structure, the decision making power is distributed and the departments and
divisions may have different degrees of independence. The Organizational Structure of the
Sanima Bank is listed below in the figure:

Figure 1.1 Organization Structure of Sanima Bank

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 TELLER
OPERATION
DEPARTMENT
BRANCH
CSD
MANAGER
MARKETING
DEPAERTMENT

This is organizational structure of Sanima bank limited, Kageshwori branch. Branch

Manager is head of the organization. She supervises the employees and takes major
decision. The ready file is signed by the branch manager and sends to the head officer for
the approval. Operation Department includes CSD and Teller department.CSD department
deals with the customer perform task of cheque clearing etc. Teller department helps
customer to deposit and withdraw cash from bank. Since it is extension counter so all the
staffs’ works with cooperation helping each other.

3.4 Different department of Sanima Bank

Different departments perform different role in the bank but all the department are interred
related with each other. Different departments of Sanima Bank were listed below:

1) Customerservice department (CSD)

Customer Service Department is a place that communicates about the services and
facilities of the bank available for its customers. The customer service department of
Sanima Bank is very busy department because it has to perform different activities
related to reception, card, cheque etc. It provides valuable information to the
customers about the bank's products and services and has to give answers to their
queries.

The various activities performed in the department are:

a) Opening and closing of account like current, saving, fixed deposits etc.

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 b) Verifying the different documents to open and close the account of customers
c) Preparing and providing cheque book on request
d) Printing account statement of customers and checking their balance enquiry
2. Cash department
Cash and transfer department of Sanima Bank is responsible for handling the entire inward
and outward fund transfer. The functions performed by this department are providing cash
against the cheques, accepting the deposits from its customers, withdrawal of cash,
transferring funds through mails and fax to the concerned banks for providing cash to the
customers as per their demand, prepares the demand draft for its customers. The different
functions performed in this department are:
a) Receiving the deposits of cash from customers

b) Issue of cash as per the check drawn by the customers

c) Issuing of cash in inward as well as outward remittance

3.5Capital Structure of Sanima Bank

Capital structure is the particular combination of debt and equity used by a company to
finance its overall operations and growth. Equity capital arises from ownership shares in a
company and claims to its future cash flows and profits. Debt comes in the form of bond
issues or loans, while equity may come in the form of common stock, preferred stock, or
retained earnings. Short-term debt is also considered to be part of the capital structure. It is
very important to have capital in order to establish and run the business. The following
table shows us the capital structure of the Sanima Bank Limited in 2024, third quarter. The
table is listed below:
Table 1.1Capital Structure of Sanima Bank
Details 2024 (Third Quarter)

Authorized Capital Rs.15,000,000,000

Issued Capital Rs.13,581,525,600

Paid-up Capital Rs.13,581,525,600

(Source: From Sanima bank website)

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3.6 Service of Sanima Bank
Sanima offers different products and services to meet the requirement of the customers.
Major services offered by Sanima Bank are as follows:
1. Sanima debit card
The Debit Card is linked to the Smart Choice Technology (SCT), the largest ATM Network
Company in Nepal; providing 24 hours account access facility to its customers. Sanima
Debit Card can be used in every ATM of Punjab National Bank, India to withdraw cash.
The facilities provided by Sanima Debit Card are:
a) Cash Withdrawal
b) Mini Transaction Report
c) Mini Statement Prints
d) Balance Inquiry
e) Personal Identification Number(PIN)change

2. SanimaI-banking

Sanima Bank offers internet banking services to its valued customers. The customer having
I-banking facility can enjoy 24 hours the absolute freedom of banking from any part of the
world. Sanima-Banking gives every customer immediate online access to their accounts
easily, conveniently and securely. Some of the features of I-Banking are:
a) Access your accounts, 24 hours a day, 7 days a week
b) Transfer funds within a group
c) Online shopping
d) Make payments of Nepal Telecom bills.
3. Sanima SMS banking
SMS Banking is one of the services that Sanima Bank offers to its customers. It’s a new
24hours banking convenience which helps customer to stay on top of any recent changes
made in the bank account or a loan account through mobile phone. Some of the features of
Sanima SMS banking are:
a) Transaction notification
b) Account statement request
4. Inward remittance
Remittance is one of the major incomes generating service of banks. Remittance service of
the bank is beneficial both to the business and personal customers as it makes the transfer

15
of money easier. It covers large percentage of its national income. It facilitates the sending
and receiving funds to/from various places. Sanima Bank offers number of remittance
products to their customer need for transferring their money in and out of the country
through:
a) Sanima Xpress
b) Sanima Money Transfer
c) City Express Money Transfer
d) Western Union Money Transfer
5. Any branch banking services (ABBS)
Sanima Bank has Any Branch Banking System to facilitate its customers to have easy
transaction. As well, for the solutions of endless long procedure, rush hour traffic, long
queues, risk of carrying huge sums of money to the bank, wanted to take out money from
your account but found out that the bank was convenient service is introduced. The
customers can withdraw or deposit cash, receive information about the balance in their
account or obtain a statement of accounts is convenient from any branch.
6. Locker facilities
Sanima offers safe deposit locker to its customer to provide additional securities for their
valuable goods. Locker Facilities are available at Sanima Bank Kageshwori, Branch.
3.6 Product of Sanima Bank Limited
The major products of Sanima Bank Limited are listed below:
1. Sanima current account
Different types of account are opened with different purpose. Current Account can be
opened in the name of Proprietary Concerns, Partnership Firms, Corporations, Companies,
Government Agencies, Non-Government Agencies, Loan clients etc. This account required
minimum balance of Rs.1000 for others and Rs.10000 for loan clients. The account holder
can deposit and withdraw their cash unlimited. They are not provided any interest rate.
2. Sanima fixed deposit
Fixed deposit account is another type of account offered by Sanima bank with a specific
feature. There are 4 types of schemes under fixed deposit account with varying time period.
They are 3 months, 3 to 6 months, 6 to 9 months and 1 year and above. As concerning the
amount depositors want to deposits the interest rate will be different. Under this account
interest are payable monthly, quarterly and at maturity.
3. Munabachatkhata

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Sanima has offered MunaBachatKhata for children below 16 years. This account can be
termed as planned saving.
a) Account can be opened at zero(0) balance
b) Deposit and Withdrawal unlimited
c) Interest Rate 3.01% p.a. on daily balance
d) Free SMS Banking Service
Note: After crossing the age of 16, account will be converted in to normal saving account,
after getting the application from the clients.
4. Sanimanaribachat
Sanima NariBachat is focused for the women only to provide convenient banking
experience. This account can be opened with zero balance which provides 3.01% interest
rate on daily balance. The interest is payable quarterly.
5. Salary deposit account
Sanima has also offered salary deposit account targeting Companies, Corporations,
Government Agencies, Non-Government Agencies etc. The main objective of offering this
account to different government and non-government companies is for facilitating to pay
salary directly to the account of their employees. This account can be opened with zero
balance which provides 3.01% interest rate.
6. Sanimasulavbachat
Sanima SulavBachat is the different type of account provided by Sanima bank. This
account can be opened in zero balance which gives 3.01% interest rate on daily balance.
The interest payable is quarterly.
7. Senior citizens savings
Sanima bank offers special benefits and privileges for senior citizens. Any individuals
above 50 years can open an account with zero balance.
8. Salary Deposit Account
Sanima has offered salary deposit account targeting Companies, Corporations, Government
Agencies, and Non Government companies is for facilitating to pay salary directly to the
account of their employees.
3.7 SWOT Analysis
The word SWOT stands for Strength, weakness, opportunity and threats. It is done to
understand the external and internal environment of the organization. The forces in the
Branch Manager, Operation Department, Teller, CSD, Marketing Department are the

17
internal environment which provides strength and weaknesses. The major findings from the
SWOT analysis of Sanima Bank are as follows:
Strength
Strength is an inherent capacity which organization can use to gain strategic advantage over
its competitors. It’s related with internal environment.
a) Working environment is nice
b) Good quality services
c) Good relationship between customer and employee
d) The management teams are highly qualified and well experienced in their work.
e) The bank ATM/Debit card can be used in more than 1000 ATM through the country
free of any charges. Debit card of Sanima bank has also extended all over India.
Weakness
Weakness is an inherent limitation which creates a strategic disadvantage for a business
organization in relation to competitors.
a) There are limited areas of operations geographically and product wise
b) There is huge queue in bank; less amount of teller/cashier
c) Time consuming in opening accounts of the customers
d) The infrastructure of bank is poor. It is operating in small building in rent.

Opportunity

Opportunity is a favorable condition in the environment. It enables a business organization

to consolidate and strengthen its position.
a) People are more interested in banking activities
b) It is “A” class commercial bank
c) It has an opportunity towards global penetration due to the existence of Non-
Resident Nepalese promoters

Threats
Threat is an unfavorable condition in the environment. It creates risk and causes damage to
business organization.
a) Increasing number of financial institutions.
b) Unstable political situation
c) Fluctuation in interest rate
d) Changes in banking technology

18
 CHAPTER Ⅳ
ANAYALSIS OF ACTIVITIES PERFORMED AND
PROBLEM SOLVED

4.1 Activities performed

During the internship program in Sanima Bank, different responsibilities were given.
Various activities were carried out to fulfill the responsibilities. As mentioned earlier the
intern performed different operation activities at different department of the bank during the
period of 9 weeks. Some of the activities performed during the internship period under
different departments are analyzed as follows:
1. Customerservice department (CSD)
Customer service is the front desk of any organization. Likewise, it is the information
center for its customers. It is a department which deals with customers and their complaints
and orders. For any organization it is the place which makes an early impression to the
clients. It is because while entering to the bank, customers reach to the CSD at first and ask
for help. Besides these, major activities performed in this department are as:
Account operation (Account Opening/ Account Closing)
With the proper verification of all required documents, new account is opened. It is very
essential to know all the details of customers before opening of an account. While opening
the account, bank uses Know Your Customer (KYC) policy. This policy helps the bank to
get all the related information of its customer’s. This was one of the main functions of
CSD. To open an account in a bank is related to enter into a contract between a person or an
institution and a bank.
Account opening procedure:
The major procedures for opening the account are listed below:
a) Filling up the account opening form, KYC form and CDD form by the customers,
mobile banking form and ATM form
b) Verification of the form by collecting the various required documents such as
photocopy of citizenship, birth certificate, license or the utility bills of the customers
c) After the verification, acuity online compliance test is done
d) Then all the information of the customers is entered in the finacle system for
generating the client code

19
 e) After the generating of client code and the approval from the OI the account
number is generated
f) After generating the account number, it is then provided to the customers and
customers are requested to deposit certain amount of money in their account

Account closing procedure:

Closing an account is just opposite of opening an account. Opening of the account can be
taken as the contract between bank and the customers whereas closing of the account is the
termination of contract. Sanima Bank account can be closed in following ways:
a) Filling up the account closing form
b) Submission of closing form
c) Closing the account
2. Customer counseling
CSD is also known as help desk. So, customers can ask anything related to the bank and its
functions. Answers were provided to the customers properly and politely. Information
related to opening of an account, interest rates, loan procedures, etc. were given to the
customers.
3. Handling telephone calls
Telephone calls were handled to:
a) Clarify the queries of the customers
b) Give information to the customers about the maturity of the FD account, the arrival
of Visa Cards
c) Transfer the incoming calls to the respective departments

4. Statement issuance
It is the responsibility of the CSD to generate account statement of customer upon the
demand from the customer. The bank statement shows the transaction occurred during
certain time period as well as the remaining balance in the account. The bank statement is
given to the accountholder. Usually, bank statement is provided to the customers quarterly.
But sometimes it is to be provided if customers ask for it.
5. Issuing Cheque book
After the previous cheque book is finished, customers ask for the new cheque book
submitting the slip provided by the bank with authorized signature. New cheque book
should be given to the customers after proper inquiry and verification of signature. First of
all, signature, name and account number were verified.

20
6. Providing ATM and PIN
ATM is a computerized telecommunication device that provides customers a method of
financial transactions without the need of a human clerk or bank teller. The ATM is
provided to all account holders but he/she need to fill up the ATM request form/renewal
firm. ATM charge is deducted from the bank account automatically. The intern provided
the ATM and PIN only after the card number was posted in the ledger and verification on
signature of the customer.
7. KYC update
KYC is an abbreviation for “Know your customer”, a term used for customer identification
process. It involves making reasonable efforts to determine true identity and beneficial
ownership of accounts, source of funds, the nature of customer’s business, reasonableness
of operations in the account in relation to the customer’s business, etc. which in turn helps
the banks to manage their risks prudently. The objective of the KYC guidelines is to
prevent banks being used, intentionally or unintentionally by criminal elements for money
laundering. KYC has two components - Identity and Address. While identity remains the
same, the address may change and hence the banks are required to periodically update their
records.
8. Help customer filling cheque, deposit voucher
Intern helped customer to fill up on the cheque and on deposit voucher. Intern filled
account no, amount, accountholder’s name, drawer’s bank name for deposit voucher.
9. Relationship maintenance
Maintaining good customer relationship was another motto in the CSD. As an intern it was
always kept in mind that none of the activities done should affect the existing relationship
between the bank and customers. As an intern the focus was on the Walk-in customers as
well as the existing customers because they the walk-in customers were the potential
customers of the bank who would make the word-of-mouth advertisement of the bank and
the existing customers are the assets of the bank.
4.2 Problem solved
After analyzing the problems, intern has tried best to solve some of them. In addition to
those, here are the possible solutions to those problems which could not be solved from the
level of intern:
a) Problem regarding account opening.
b) Problem regarding account closing.

21
c) Problem regarding ATM cards.
d) Problem regarding e-banking, SMS banking and mobile banking.
e) Problem regarding changing rules and regulation.
f) Problem regarding dissatisfaction with service and facilities provided by bank.
g) The customers were confused about different saving schemes like normal savings,
student’s savings, and others. For this, they were provided adequate information
about the different schemes and their features.
h) Problem regarding changing rules and regulation. Provide knowledge to the
customer about KYC update.
i) Helped in finding the discrepancies and informing it to the supervisor.
j) Helped to find out the missing documents and non-verified signatures.
k) Helped in getting the photocopies done from other departments.
l) Arranged the photocopy materials of supervisors so that they could do their tasks
more quickly.

22
 CHAPTER Ⅴ
CONCLUSION AND LESSONS LEARNT

5.1 Conclusion
Working in a genuine office environment and completing a task is a unique and difficult
experience. In contrast to traditional classroom settings, internships allow individuals to
demonstrate their performance promptly. An internship course of BBA has its own
significance, which makes the students to complete graduation in real world exposures of
theoretical knowledge. Internship provides the opportunity of gaining the practical
knowledge and observing the real application of theoretical aspects. Some facts about the
privacy and systematic approach of the organization were revealed. Internship has helped to
explore the fundamentals of baking system. Coordination and integration of various
departments in banking systems is a must. Banking organization is divided into various
functional areas which are interlinked, interconnected and interdependent with each other.
If there are no team efforts then no organization can achieve its organizational goals.
Therefore, there must be cooperation and support within the staff of the overall functional
areas to be successful. The bank should value the customer needs and solve the problems as
soon as possible as tight competition between them is taking a massive form. This helps to
retain and maintain existing customer by providing service up to their expectations. It
should take various customer feedbacks and provide them prompt and convenient services.
These were observed as an intern in Sanima Bank. Sanima Bank has been successful to
create its own image within the country, and it is also successful to create the banking
relation with the most of the countries of the world. It is capable to render its services
necessary for export and import to any businessperson of the world. Sanima Bank is
playing a leading role in banking industry through its innovative products and services that
match the customer’s expectations. The following conclusions have been derived with the
help of the major findings of the study:
a) The CSD department is responsible for creating and maintaining relation between
customer and bank.
b) Network reach and visibility of a bank is very important criterion for the customer
while opening a saving account.

23
 c) There are certain reasons for existing customer of saving account of any bank to
shift to another bank.
5.2 Lesson learnt
This internship report is based on internship done at Sanima Bank Limited. The lessons
learnt are as follows:
1. Development of Interpersonal skills
Strong communication skills are essential for any industry, and the banking industry is no
exception. The most significant lesson I took away from this experience is that effective
communication requires not just the ability to articulate your viewpoint to others, but also
the capacity to listen to and comprehend the opinions of others. .Internship training helped
to maintain good relationship with the customers. It helped to enhance interpersonal skill
by learning ways to interact with people. Positive attitude is must in maintaining a good
relationship. Being friendly with co-workers and giving respect to superiors and love for
subordinates is important.

2.Development of Timemanagement skills

I learnt punctuality in the course of my internship and how important the time management
is in our daily lives. It is very important to manage time everywhere, mostly when someone
is waiting for you to get his job done. Customers’ issues have to be addressed very
efficiently and fast. While working as an intern in any organization, one becomes member
of that organization. The rules and regulations bind every single employee in organization.
One of professional skills learned is time management skill. One becomes strictly punctual
regarding arrival and departure time.
3. Development of Network skill
During the internship, clients from various professional backgrounds had to be faced daily.
Maintaining good relationship with those clients helped to develop network. Also,
familiarizing with supervisor and other bosses of various departments helped to create
positive image in their perception.
4.Development of Teamworking skill
The staffs have to work as a team. Communication and coordination with other intern,
department and employees helped to develop teamwork skills.
5. Development of Workethic
When associated with any organization, work ethic is crucial factor. One gets opportunity
to work under physical environment guided by its culture and norms.

24
6. Development of Personal evaluation
One of the most important learning during internship is that it helps individual identify
internal strengths and weakness. Interns are exposed to real world situation so if they are
capable to learn and use their skills to perform any tasks, it proves to be their strengths and
if they could not, it shows their weaknesses.
7. Development of Communication skill
Communication is very important in every organization. Communication brings people
together. During the internship one understands that communication is most to deal with
clients. The more one interacts with staffs and customers, more communication skill gets
improved. Therefore, internship is a platform to improve communication skill. The more
you start communicating, the more you get confident.
8. Expansion of problem solving horizon and decision making ability
One of these skills is the ability to work with problems that come up in the workplace at
any time. I occasionally had to make decisions quickly because I didn't have enough time to
consult with the elders. |At the time, I would be so scared of making a mistake which I did
too; but, at the end of the day, I learnt that making mistakes and learning and re- learning is
all part of decision making ability. Additionally, the manager instilled in us the importance
of adopting a positive outlook on the particular changes in the workplace and the
difficulties they present. Working in a real time situation and making decision and also
learning that our one decision could significantly hurt others was truly a wonderful
experience.

25
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