INTERNSHIP REPORT

on"Habib Bank Shahmansoor"

This Internship report is submitted in partial fulfillment of the

requirements for the degree of Bachelor of Business
Administration(Human Resource Management)

By

Asfandiyar Khan

REG.NO:21-01122-02546

Department of Management Sciences

University of Swabi

Session (2021-2024)
 INTERNSHIP REPORT
on“Habib Bank Shahmansoor”

This Internship report is submitted in partial fulfillment of the

requirements for the degree of Bachelor of Business
Administration(Human Resource Management)

By

Asfandiyar Khan

REG.NO:21-01122-02546

Department of Management Sciences

University of Swabi
Approved by:

Mr.Zeeshan khan
(Internal Supervisor) (External Examiner)

Dr.Faisal Khan Ms.Syeda Urooj Babar

(Head of Department) (Internship Coordinator)
-
In the Name of ALLAH (SWT),the Most Compassionate,the Most Mercifu
 Declaration

l,Asfandiyar Khan,hereby verify that this internship report is my own

original work,which is based on my experiences at the Shahmansoor Branch
of HBL Bank.All content is a reflection of my authentic observations and
learning.I am aware that the University of Swabi may take disciplinary
action against individuals who engage in plagiarism or falsification.

Thank You

Asfandiyar Khan

BBA(Hons)
 Dedication

Dedicated to my extremely caring and loving Parents and all

the respectable Teachers who encouraged me and guided me during the four
years
of my study,and also helped me in the preparation of this report.

Regards;

Asfandiyar Khan
 Executive Summary

l finished my two-month practical training at HBL Bank's Shahmansoor

Branch as part of my BBA degree program at the University of Swabi.This
internship report describes my experience.I honed my professional abilities
in recruiting assistance,employee record keeping,and customer relationship
handling while gaining practical knowledge in banking procedures via my
time spent working mainly in human resources with shifts in customer
service and operations.I learned a lot about the difficulties of using manual
systems and the possibilities of digital transformation in branch operations,as
well as about HR procedures in Pakistan's banking sector as a whole,from
this experience.

A better grasp of HBL's structure,familiarity with typical banking

procedures, and the ability to spot inefficiencies in document processing
were among the most important takeaways.In order to improve HR
operations and customer service,the paper analyzes these observations
through SWOT and PESTEL frameworks and concludes with practical
recommendations.Some of these measures include improving staff
training programs,streamlining queue management during peak hours,and
deploying digital attendance systems. Through my internship,I have gained
invaluable hands-on experience in banking operations and seen firsthand how
important HR is to a company's ability to provide excellent customer
service.This internship has given me the tools l
need to take on HR and business administration difficulties in the future.
 Acknowledgement

l sincerely thank HBL Bank,Shahmansoor Branch,for providing me with

this valuable learning opportunity.My heartfelt gratitude goes to the HR team
and bank staff for their guidance and support throughout my internship.

l am also grateful to my university faculty for their academic mentorship and

to my family for their constant encouragement during this learning experience.

Asfandiyar
Khan

BBA(Hons)

University
of
Swabi
 Table of Contents
Topics
Page#

Certificate of Approval ............................................................. i

Declaration ........................................................................ jii
Dedication ......................................................................... jiy

Executive Summary ................................................................ V

Acknowledgement ................................................................. vi

Chapter-1: Introduction to the Report ........................................... 1

1-1 Background of the Study .................................................... 1

1-2 Purpose of the Study ...........................................................1

1-3 Scope of the Report ............................................................2

1-4 Limitations of the Study ..................................................... 2

1-5 Methodology ....................................................................... 3

1-6 Scheme of Report .............................................................. 3

Chapter 2: Introduction to Organization ........................................4

2-1 History of Organization ..................................................... 4
2-2 Mission of Organization .....................................................4
2-3 Vision of Organization .................................................... 4
2-4 Our Values .................................................................... 5
2-5Organization Credit Rating ................................................... 5
2-6 Board of Directors ........................................................ 5
2-7 Organization Structure .................................................... 6
2-8 Products and Services of HBL Bank ......................................... 6
Chapter-3: The Learning Experience ....................................... 7

3-1 First 2 week ........................................................ 7

3-2 Week 3 &4 .........................................................8
3-3 Week 5&6 ....................................................... 9
3-4 Week 7&8 ....................................................... 10

Chapter-4: SWOT Analysis and PESTEL Analysis .......................... 11

4-1 SWOT Analysis .......................................................11-12

4-2 PESTEL Analysis .....................................................13-14

Chapter-5: Conclusion and Recommendations .................................15

5-1 Conclusion ..............................................................15

5-2 Recommendation .......................................................16-17

References .................................................................18

Bibliography .............................................................. 19
 Chapter 1
Introduction to the Report

1.1 Background of Study

l completed a two-month apprenticeship at the Shahmansoor Branch of HBL
Bank while pursuing a BBA degree with a concentration in Human
Resource Management.This report provides a synopsis of my work
experience,the knowledge I gained,and my abilities in the field of human
resources as it
pertains to the banking sector.

In Pakistan,Habib Bank Limited (HBL)is the most renowned and largest bank,
providing a wide range of financial services.The Shahmansoor Branch is home
to a dynamic HR department that is accountable for compliance,employee
engagement,payroll,and recruitment.My internship enabled me to collaborate
directly with HR professionals and get insights into their everyday operations.

1.2 Purpose of Study

This report aims to:
· Document my internship activities and learning outcomes.
· Analyze HR practices at HBL Bank.
● Reflect on my personal and professional growth.
· Provide suggestions for future interns.

1
1.3 Scope of Report
This report focuses on:
· My assigned tasks and contributions in the HR department.
· Key observations about recruitment and employee management.
· Challenges I encountered and how I handled them.
Since my internship was brief,I primarily worked on short-term HR tasks but
gained a solid understanding of HR operations in banking.

1.4Limitations of the Study

· The internship's brevity constrained substantial engagement in HR
assignments.

· Certain HR records were classified and inaccessible.

· lt is possible that my personal experience does not represent HBL's

HR policy generally,as it was limited to the Shahmansoor Branch.

2
1.5Methodology of Study
I collected data through:
1.4.1 Primary Data
· Hands-on involvement in HR tasks(e.g.,onboarding,attendance
tracking).
· Observations and interactions with HR staff.
· Feedback from my supervisor.
1.4.2 Secondary Data
· HBL's internal HR documents and training materials.
· Online articles on banking HR trends.
· Academic resources on HR management.

1.6Scheme of Report
This report documents my HBL Bank internship through five clear sections.
First,I introduce the report's purpose and approach.Then I overview HBL's
operations and structure.The heart of the report details my weekly experiences
across different departments.I then analyze these observations through SWOT
and PESTEL frameworks.Finally,I conclude with practical recommendations
based on my hands-on learning

3
 Chapter 2
Introduction to Organization

2.1 History of Organization

Habib Bank,Ltd.(HBL),established in 1947,is the oldest and largest bank
in Pakistan,with a long history of providing financial services to the
nation.Nationalized in 1974 and subsequently privatized in 2004,the Aga Khan
Fund for Economic Development obtained a majority share.Currently,HBL
manages more than 1,700 branches within the country and has a
substantial overseas footprint.The Shahmansoor Branch,where I worked as an
intern,is a critical component of the local community's access to retail and commercial
banking services.

2.2 Mission of the Organization

HBL's objective is to facilitate sustainable growth for clients,staff,and the
nation through the provision of innovative financial solutions.The bank emphasizes
inclusive banking,digital transformation,and accessibility in order to empower both
individuals and enterprises.HBL seeks to be the cornerstone of Pakistan's financial
ecosystem by emphasizing client satisfaction and operational efficiency.

2.3 Vision of Organization

HBL aims to be "a recognized worldwide financial institution"that
establishes standards in service excellence and innovation.The bank's objective is
to establish itself as a leader in Pakistan's banking sector by implementing
sustainable practices, financial inclusion,and digitization.Its objective is to become
the preferred selection for clients,providing seamless and safe banking experiences.

4
2.4 Our Values
HBL's fundamental principles are:integrity,progressiveness,excellence,and
customer preoccupation.The bank encourages individuals to innovate while upholding
moral principles by cultivating a culture of transparency and teamwork.HBL's
operations are also fundamentally rooted in local growth and social responsibility,
which are consistent with its dedication to national prosperity.

2.5 Organization Credit Rating

PACRA and JCR-VIS have granted HBL the highest credit rating in
Pakistan, "AAA."This indicates its solid financial stability,effective governance,and
capacity to endure economic variances.The rating highlights HBL's status as
Pakistan's most dependable bank,drawing interest from both domestic and foreign
investors.

2.6 Board of Directors

Mr.Sultan Ali Allana serves as the chairman of HBL's Board,while
Mr. Muhammad Aurangzeb serves as the President and CE0.The board
consists of
financial specialists and AKFED representatives supervising the overall strategy and

governance.

5
2.7 Organization Structure
A well-defined three-tiered organization governs HBL's operations:the
company's upper management determines overall strategy,regional managers
are responsible for the branches,and specialized divisions within the branches
carry out day-to-day operations.All levels of the business are able to effectively
deliver services because to this simplified hierarchy

2.8 Products and Services

Alongside conventional banking services such as accounts for savings,loans,
and debit cards,HBL offers Islamic banking alternatives for both enterprises and
individuals.Through its digital platforms such as PayAll,Konnect,and the HBL Mobile
App,it is transforming the landscape of convenient banking.Moreover,HBL
Microfinance and loans for farming promote financial inclusion by targeting diverse
consumer sectors.

6
 Chapter 3
Learning Experience

Weeks 1-2:Introduction to Banking Operations

My internship began with basic training about HBL's products and services.I
was placed at the customer service area where I:
· Learned to differentiate between various account types
· Assisted customers in using the ATM and deposit machines ·
Shadowed customer service officers handling complaints
· Organized and filed daily transaction receipts
· Helped maintain cleanliness at the customer waiting area
This orientation period helped me understand the importance of first
impressions in banking services.

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Weeks 3-4:HR Department Tasks

During my HR department rotation,I was involved in:

· Preparing employee attendance sheets from biometric data
· Assisting in organizing training session materials
· Learning about HBL's employee benefit programs
· Sorting and filing annual leave applications
· Observing how HR handles staff grievances
· Updating the employee contact information database
These tasks gave me practical exposure to routine HR activities in a banking
environment.

8
Weeks 5-6:Cash Counter Observation
At the cash counter,I:
· Observed how tellers handle large cash transactions
· Learned about counterfeit currency detection techniques
· Assisted in balancing cash at the end of the day
· Prepared daily transaction reports under supervision
· Understood the importance of cross-verification in cash handling
This rotation emphasized the value of accuracy and accountability in banking
operations.

9
Weeks 7-8:Digital Banking &Wrap-up

In my final weeks,I:
· Learned about HBL's mobile banking app features
· Assisted customers in registering for online banking
· Observed how bankers resolve digital transaction issues
· Compiled my daily observation notes into a report
· Received feedback from my department heads
· Attended a small farewell ceremony with the team
This phase introduced me to modern banking trends and helped me
appreciate the bank's digital transformation efforts.

10
 Chapter 4
Analysis
4.1 SWOT Analysis
4.1.1 Strengths
During my internship,I could see that HBL was the market
leader.The bank's robust digital infrastructure,such as the HBL Mobile App
and Konnect, conferred a competitive advantage in client
convenience.The HR team demonstrated exceptional performance in
employee engagement via consistent training sessions and transparent
communication channels.The branch's effective cash control system and
detection of fraud protocols exhibited operational superiority.HBL's
brand recognition facilitated the effortless attraction of consumers in
general and business partners.

4.1.2 Weaknesses
Despite its strengths,I observed some areas that could be improved.The
substantial client influx frequently resulted in long waits,burdening frontline
personnel.Insufficient client education resulted in underutilization of certain
digital services,such as PayAll.The performance rating system in HR seemed
excessively bureaucratic,characterized by delays in feedback loops.The
dependence on various software systems for distinct operations
occasionally
resulted in coordination deficiencies.

11
4.1.3 Opportunities
HBL is strategically positioned to exploit rising
opportunities.The potential to reach unbanked populations in rural
areas surrounding Shahmansoor can be achieved by expanding the agent
banking system(HBL Konnect).Al-driven resume screening could be
implemented by the HR department to optimize recruitment
processes.Implementing flexible work arrangements may aid in talent
retention.Digital offerings,such as insurance products or microloans,could
be further improved through partnerships with fintech companies.

4.1.4 Threats
Accelerated technology advancements necessitate ongoing
system enhancements,exerting pressure on financial
resources.Cybersecurity threats are intensifying due to the rise in digital
transactions.Competitors providing superior deposit rates are enticing clients
away.The recruitment of personnel by competing banks,particularly
competent relationship managers,undermines service consistency.
Regulatory modifications in banking regulations necessitate continual
operational adaptations.

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4.2 PESTEL Analysis

4.2.1 Political:
· Operates under strict State Bank of Pakistan regulations(e.g.,AML
policies,capital requirements,
· Government financial inclusion initiatives create growth opportunities
· Branch operations affected by regional security conditions in Khyber
Pakhtunkhwa

4.2.2 Economic:
· High inflation (25%in 2023)impacts loan repayment capacity ·
Stable deposit base from HBL's extensive retail network
· Rupee devaluation affects foreign currency services

4.2.3 Social:
· Growing youth population increasing digital banking adoption ·
Cultural preference for cash transactions persists in rural areas ·
Talent retention challenges due to urban migration

13
4.2.4 Technological:
· Leader in digital banking(HBL Mobile App,Konnect)
· Underutilization of some digital tools(e.g.,PayAll)by customers
· Increasing cybersecurity risks with digital expansion

4.2.5 Environmental:
· Limited branch-level green initiatives observed
· Power outages occasionally disrupt operations
· SBP green banking guidelines not fully implemented

4.2.6 Legal:
· Strict compliance with labor laws increases HR costs
· KYC procedures slow but reduce fraud risks
· Legacy litigation cases consume management resources

14
 Chapter 5
Conclusions and Recommendations

5.1 Conclusions
During my training,HBL's management in online banking was
readily apparent;however,the company's executional deficiencies were
exposed by its high customer traffic and underutilized technology
tools.The HR staff demonstrated efficiency;nevertheless,they could
enhance their effectiveness by automating routine operations to concentrate
on strategic growth.Although the strength of HBL's brand is
undeniable,the challenge of maintaining excellent customer service across
all branches persists.

My principal conclusion:In order to preserve their competitive

advantage,even business leaders must consistently innovate and optimize.

15
5.2 Recommendations

5.2.1 Short-Term
· Improve Queue Management
o Introduce a digital ticketing system with SMS notifications
to reduce crowding and enhance customer experience.
o lmplementation:Start with a pilot at the Shahmansoor
branch before expanding

· Boost Digital Literacy

o Place simple,visual guides near waiting areas to
educate customers about HBL's mobile app and PayAll features.
o Implementation:Involve interns to design and update these
materials quarterly.

5.2.2 Medium-Term
· Deploy an HR Chatbot
o Use Al to handle routine employee queries(leave balances,policy
FAQs),freeing HR staff for complex tasks.
o lmplementation:Develop in-house with the IT team to ensure
data security.

· Hire Flexible Staff for Peak Hours

o Recruit part-time assistants during rush hours to improve
service speed
o Sample Role:
Customer Service Assistant
· Guide customers to self-service kiosks
· Assist with form filling and basic transactions
· Requirements:Current university student with weekend
availability

16
5.2.3 Long-Term
· Explore Blockchain for Remittances
o Pilot a blockchain-based system for secure,low-cost domestic
remittances to reduce fraud risks
o Implementation:Partner with a fintech provider for
technical support.

· Implement Skill-Mapping Software

o Track employee competencies and recommend tailored
training programs automatically.
o Implementation:Integrate with existing HR systems for
seamless adoption.

17
 References
1.HBL Employee Handbook(2023)-The bank's internal guidebook
helped me understand their HR policies,especially during my time
assisting with onboarding and training sessions.I referred to
sections about leave policies and performance evaluations regularly

2.State Bank of Pakistan (2023).Digital Banking Guidelines-This

official document gave me context for HBL's mobile banking
services and helped me analyze how well the Shahmansoor branch
implemented
these digital solutions.

3.Khan,A.(2022)."Changing Workforce Dynamics in Pakistani Banks"-A

journal article I found through university resources that gave me useful
background when observing how HBL manages its
multigenerational
staff

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 Bibliography

https://www.hbl.com

WhatsApp:https://wa.link/erjqiy

Facebook:https://www.facebook.com HABIB BANK PAKISTAN

www.hblibank.com.pk

Wikipedia pages https://en.wikipedia.org/wiki/Habib_Bank_Limited

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