Commercial banking is a division of a bank that most directly faces customers and their various banking needs. When we need to deposit a

cheque, withdraw some cash, open a new account, or register for a credit card, we’re using the commercial services of a bank.

Reasons?

Extremely accessible Close proximity to an ATM or bank location

We might also hear commercial banking referred to as consumer banking, personal banking or retail banking.

Syeda Nafisa Noor (Id- 1020629)

Presenting

TRAINING & DEVELOPMENT IN CONSUMER BANKING OF UNITED COMMERCIAL BANK LIMITED (UCBL)

United Commercial Bank Limited

• One of the oldest private banks in Bangladesh• Started its operations from mid-1983• Establish one of the largest networks of 139 branches in 7 different

divisions

Organizational Structure of UCB

Credit Card

Personal Loan

United Commercial Bank Product Stream

SME

Consumer Banking Wholesale Banking Financial Markets

Disclosure of UCB Business Conference

2009 2010 2011 2012 2013

-100

0

100

200

300

400

500

600

700

800

312.52

473.31

597.29 576.22

712.63

38.80% 51.66% 23.46% 17.80% 9.25%

98 107 115 130 139

Operating Profit (cr)Op Rating Profit growthDeposit growthLoans & Advances GrowthTotal Branches

Tasks done by me at UCBL (Resource Person Evaluation)

Tasks done by me at UCBL (Individual Training Database & Portfolio)

Tasks done by me at UCBL (UCB Training & Evaluation Feedback and Monthly Knowledge

Session Database )

Human Resource Division of UCBL

Believes-• Efficient human resource is the key

to success• Timely qualitative contribution of

the human resource can increase the competitive performance • “Learning culture” which leads to

high employee productivity, high customer satisfaction

Put emphasis on-• Improvement of the HR through

training & development• Recruit the high caliber youth who

are energetic, risk taker along with outgoing & friendly• Selects candidates with good

educational background

Development Plan of UCBL for current Year

• Managerial Competence Development• Creating a pool of readily available & adequate replacements• Leadership Development• Risk Management awareness• Improving basic computer skill• Qualitative & Quantitative

development plan for all• Foundation Training Course for all

new joiners

• Internal resources as trainers• Customer service, health, safety &

environment, soft skill etc.• Job rotation & cross functional

training• Learning dissemination session in all

branches & divisions• More outreach in-house programs

Training & Development

Training• Refers to improvement in

required skills and knowledge of the employees in short run. • Example: Training given to

improve skills in order to improve skills for making outbound calls

Development• Refers to improvement in

required skills and knowledge of the employees in long run. • Example: Training given to

develop an employee and make him an International Graduate

Employee Growth Rate

2009 2010 2011 2012 20130

500

1000

1500

2000

2500

3000

3500

4000

2160

27302903

3374 3445Employee growth rates in last five years

Employee growth rates in last five years

Reasons for Employee Training & Development in Consumer Banking

• When a performance appraisal indicates performance is not up to the mark then there is a need for training. • To identify with the goals • Improve relationship between boss & subordinate. • To prepare guidelines for different types of work.• Provides information for future needs in all areas of the organization• Helps individuals in making better decisions effectively increasing the

problem solving abilities.• To eliminates fear in attempting new works.

Level & Form of Training in UCBL

Level

• Top-level (Directors & Managing Directors)• Mid-level (Executives)

Form

• Internal Training• External Training

Training as a Process in Consumer Banking of UCBL

Pre-Training

• Conducting Needs Assessment

• Ensuring Employee's Readiness for Training

Training• On-the job training• Off-the job

training

Post-Training

• Identification of Training Outcomes

• Cost Benefit Analysis

Training & its Instructions design in UCBL

•English communication•Computer skills•Company rules & procedures •Time management•Basic accounting•Personal management•Stress management•Written for professionals•Leadership

•Decision making process •Problem solving process •Office management•Major investment decision criteria•Service quality•Interpersonal communication•Team work & Common goal •Job related technical training

Responses on Classroom Training

Interested51%

Neutral 24%

Not Interested21%

No Response4%

Employee Development Methods in United Commercial Bank

MentoringLecture CoursesSeminars

Assistant to

positions

Job Rotation

Effective Time Management for Reducing Stress & Improving Productivity

Plan each day Tasks Prioritize

Say no to essential tasks Delegate

Take time to do quality job

Break Large, time consuming tasks into smaller tasks

Practice the 10 minutes rule

Evaluate the spending time

Limit distractions

Plenty of sleep, healthy diet & regular exercise

Take a time management course

Take a break when needed

Expanses on Employment

2012 20130

500

1000

1500

2000

2500

3000

3500

2902.15

2374.13

9.89 19.76

Salaries & Allowances Training & HR Development

Conflicts

• Management resisting release of staff for training due to day-to-day work demands.• Short-term needs of performance management vs. long-term outlook

of HR.• HR have no line authority over trainees therefore cannot control

training take-up.• Training is rarely well followed-through once delegates are back in

jobs, despite HR efforts to achieve this via managers.• HR budgets are often cut if profits come under pressure.

Advantages of Training & Development

• Increased job satisfaction & morale among employees• Increased employee motivation• Increased efficiencies in processes, resulting in financial gain• Increased capacity to adopt new technologies and methods• Increased innovation in strategies and products• Reduced employee turnover• Enhanced company image• Risk management, training about sexual harassment, diversity training

Recommendations

• Amount of salary needs to be increased• Strong agreement for trained employees• Maintain proper succession plan• Transparent recruitment & selection for training• Expert dealing with the less number of policies• Contractual recruitment should rethink to reduce employee turnover