+

Internship Report on “Training and Development Process of

Trust Bank Limited”

Submitted to:
Jubairul Islam Shaown
Lecturer
BRAC Business School
BRAC University

Submitted By
Nafisa Maliad
ID: 13304141
BRAC Business School
BRAC University

Submission on: 5th April, 2018

 Internship report On
“ Training and Development process of
Trust Bank Limited”

2
 Letter of Transmittal
5th April 201
Jubairul Islam Shaown
Lecturer
BRAC Business School

Subject: Submission of Internship report on “Training and development Process of Trust

Bank Limited”

Dear sir,
It is my honor to submit my Internship Report titled “Training and Development Process of
Trust Bank Limited’. The duration spent working on this paper has been very beneficial for
me as I was able to gain knowledge and experience related to General Banking Division which
I believe that would be helpful for my future job life. I would also like to mention the fact that I
have tried my level best to gather and organize all the information required for this Internship
report and
come up with an effective report.

It would be really grateful if you find this report useful and accept it and I would like to
thank you once again for giving me the opportunity to prepare this report and also for your
support and
guidance.
Sincerely Yours,

Nafisa Maliad
ID- 13304141
BRAC Business School
BRAC University

3
 Letter of Endorsements

The Internship Report entitled “Training and Development Process of Trust Bank Limited”
has been submitted to the BRAC Business School’s, faculty Mr. Jubairul Islam Shaown.
The submission partially fulfills the requirements for the degree of Bachelor of
Business
Administration (BBA), of BRAC Business School, BRAC University.
It is submitted on April l5th, 2018 by Nafisa Maliad, ID- 13304141. The report has been
carried
out successfully under the supervision and guidance of Mr. Jubairul Islam Shaown.

(Any opinions, suggestions, made in this report are entirely that of the author of the report.
The
university does not condone nor reject any of these opinions or suggestions)

Internship Supervisor
Mr. Jubairul Islam Shaown
Lecturer
BRAC Business School
BRAC University

4
 Table of Contents
Acknowledgement......................................................................................................................................... 7
Executive Summary ..................................................................................................................................... 8
Chapter- 1 ..................................................................................................................................................... 9
Introduction
1.1 Rationale....................................................................................... Error! Bookmark not defined.
1.2 Objectives....................................................................................................................................... 9
1.3 Background of the Report ........................................................................................................... 10
1.4 Literature Review .........................................................................................................................10
Chapter-2 .................................................................................................................................................... 11
Organization
Introduction to Banking ..................................................................................................................... 11
2.1 Background of Trust Bank .......................................................................................................... 12
2.2 Slogan of Trust Bank ................................................................................................................... 14
2.3 The Vision and Mission Statement of Trust Bank Limited ......................................................... 14
2.4 Core values of Trust Bank Limited.............................................................................................. 15
2.5 Board of directors of trust Bank .................................................................................................. 15
2.6 Financial Services of Trust Bank Limited.................................................................................... 16
2.7 Product of Trust Bank Limited .................................................................................................... 17
Chapter-03 .................................................................................................................................................. 18
Job Responsibilities
3.1 About the job ............................................................................................................................... 18
3.2 Job responsibilities: ...................................................................................................................... 18
3.3 Other Relevant Activities ............................................................................................................. 19
3.4 Observations ................................................................................................................................ 20
3.5 Recommendations: ....................................................................................................................... 21
3.6 Mismatch between assigned tasks with academic preparation/major .......................................... 21
3.7 Lesson learned from the Internship program: .............................................................................. 22
Chapter-4 .................................................................................................................................................... 23
Training and Development process of Trust Bank Limited
4.1 type of training programs of Trust Bank Limited: ...................................................................... 24
4.2 Training Process: ......................................................................................................................... 27

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 4.3 Training program evaluation: ...................................................................................................... 28
4.4 Development Process of Trust Bank Limited: ............................................................................. 28
Chapter-5 .................................................................................................................................................... 29
Recommendation and Conclusion
5.1 Recommendation ......................................................................................................................... 29
5.2 Conclusion.................................................................................................................................... 30
References................................................................................................................................................... 31

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 Acknowledgement

I would like to thank Trust Bank Limited for the internship that I got at Trust Bank
Limited, Mirpur branch, through this internship I got the opportunity to gather practical
knowledge which
would, hopefully in the future, serve me for my future jobs.

I would like give special thanks to my academic supervisor Mr. Jubairul Islam Shaown
for helping me to finalize my internship topic “Training and Development Processes of Trust
Bank
Limited” and guide me with proper instruction to prepare my final internship report
I would also like to show my special gratitude towards the Sub-Manager of TBL, Mirpur
branch Mr. Mohammad Ali Sarker. He was very helpful and friendly. Until the supervisor was
assigned
he took it upon himself to help me get accustomed with the norms of the organization.
I would like to thank my supervisor Md. Mizanur Rahman, Principal Officer at TBL,
Mirpur Branch, for his guidance throughout my internship. In addition to my supervisor, I
would also like to thank my colleagues for their help. Without such guidance and help the
execution of my duties and responsibilities would not have been possible in anyway. I consider
myself lucky that
I got to work with such an amazing team.

Finally, I would like to convey my gratitude to the almighty Allah and my parents
because without their blessings and support it would not have been possible for me to
continue my
journey so smoothly in Trust Bank Limited

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 Executive Summary

The internship report is on “Training and Development process of Trust bank limited”.
The objective of the report is to analyze the training and development processes of trust bank
limited. In the report the types of trainings given to the different level of employee of Trust
Bank are identified. After that, the purpose and the topics covered in the In-House training
programs are given in details. In the latter part, the development methods and the
evaluation process are
discussed.

Trust bank limited is one of the fast growing Bank. One of the reason is they maintains
a continuous process of development and training of their employees. They invest a huge
amount of money in the training programs. These training expenses are treated as investments
by them. Which helps them to achieve their goals with more ease. According to Bangladesh
Bank, Trust
Bank Limited has the best training academy in the country.

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 Chapter-1
Introduction
1.1 Rationale

Preparing an internship report is mandatory for all the students of BRAC Business School
of BRAC university to complete their internship program. An internship report reflects the
tasks and responsibilities assigned to an intern. It is as important as the internship itself.
Because, in the course of writing the report, an intern gets an analytical overview of the
organization in
which they undertake the internship.
The main goal of writing the report is to portray the knowledge gathered from the internship
, which consists of the understanding of the organization of the company, the relation between
the theoretical knowledge obtained from the university and what is necessary for the job in
the
professional arena and proper documentation of the internship as a whole.

1.2 Objectives

General Objective: the prime objective of this report is to analyze the training and development
process of trust bank limited.

Specific Objective:
● To identify the types of training provided by the Trust Bank Limited
● To analyze the development methods of Trust Bank Limited
● To know the Trust Bank’s evaluation Process
● To identify the purpose of the trainings
● To Identify the topic covered in the In-House Training programs in details
● To Find out issues and problems and provide recommendation for
improvement according to it.

。
1.3 Background of the Report

In the internship Program my academic supervisor assigned me with the topic “Training
and development Process of Trust Bank Limited” for my internship report. To complete this
report, I had to analyze all type of trainings provided by Trust Bank Limited. I had to
gather all the information of training and development methods of TBL from internal
source of TBL. However, due to privacy policy, all necessary information’s could not be
achieved. The report has been prepared using the limited information that could be gathered
throughout the internship period. The employees of TBL played a major role in providing
useful information for this report. Additionally, official documents, such as schedule of
training programs, were used to
collect detailed information about the topics and intensity of the trainings.
In addition, the internet has been a great helping hand in collecting useful data on TBL.
Further information on comparison of TBL with other banks, timeline of the growth and
development of
TBL, branch information etc. were also collected from the internet.

1.4 Literature Review

According to the Edwin B Flippo, “Training is the act of increasing knowledge and skills of an
employee for doing a particular job.” (Personnel Management, McGraw Hill; 6th Edition, 1984)

“The purpose of a training needs assessment is to identify performance requirements or

needs within an organization in order to help direct resources to the areas of greatest need,
those that closely relate to fulfilling the organizational goals and objectives, improving
productivity and providing quality products and services.” (Janice A. Miller, SPHR and
Diana M. Osinski,
Reviewed July 2002.)

“The most valuable asset of a 20th century company was its production Equipment. The most
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valuable asset of a 21st century institution will be its knowledge Workers and their
productivity
(Drucker 1999).”

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The term ‘training’ indicates the process involved in improving the aptitudes, skills and
abilities of the employees to perform specific jobs. Training helps in updating old talents and
developing new ones. ‘Successful candidates placed on the jobs need training to perform
their duties effectively’. (Aswathappa, K. Human resource and Personnel Management, New
Delhi: Tata
Mcgraw-Hill Publishing CompanyLimited,2000,p.189)

According to the Michel Armstrong, “Training is systematic development of the knowledge,

skills and attitudes required by an individual to perform adequately a given task or job”.
(A
Handbook of Human Resource Management Practice, Kogan Page, 8th Ed.,2001)

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 Chapter-2
Organization

Introduction to Banking

An establishment that can accept deposits, pay interest, clear checks, make loans, act as
an intermediary in financial transactions and provide other financial services to its customers-
all authorized by the government of the country is called a bank. A bank accepts deposits from
one group of customers with capital surplus and forwards that capital to another group as loan
with a
capital deficit.
Categories of banks include-
● Central Bank
● Co-operative Bank
● Commercial Bank
● Industrial Bank
● Savings Bank etc.
In the context of Bangladesh, the term ‘Bank’ generally refers to the commercial banking
sector. There is one central bank in Bangladesh named “Bangladesh Bank”. Besides this, there
are four state owned commercial banks in this country namely Agrani Bank, Janata Bank,
Rupali Bank and Sonali Bank. Furthermore, there is a substantial number of private
commercial bank in Bangladesh which include banks such as Trust Bank, BRAC Bank, One
Bank, Mercentile Bank, Dhaka Bank etc. In addition to these, there are foreign banks
operating in Bangladesh as well.
They are HSBC, Standard Chartered Bank, Commercial Bank of Ceylon etc.
Nowadays, the number of banks in the country is expanding i.e. the banking sector is
improving in Bangladesh. However, the banking sector being a competitive arena now, the
banks have to take extra measures for their customers to provide them with top notch service.
The banks indeed are trying to do such. They are now coming up with innovative services
for their customers. Some banks, such as Trust Bank, have incorporated internet

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banking in their business organization as well which aids in the improvement of the
overall banking situation in
Bangladesh.

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2 . 1 Background of Trust Bank

Trust Bank Limited (TBL), under operation since 1999, is one of the leading commercial
banks in the country having established 109 branches across Bangladesh. Under the
Companies Act 1994 the company was incorporated on 1999. On the very same day the
company got its Certificate for Commencement of Business. A few days later on October 05
the company was granted license by the central bank under the Banking Companies Act 1991.
On October 24 of
the same year the company started to operate.
The bank has gained stability and has achieved success rather quickly. The banks
employees’ dedication and the structure of the company alongside with the support of Army
Welfare Trust
(AWT) have made it possible for the bank to claim its well-deserved position in the market.
The bank introduced automated branch banking system and ATM services to improve
efficiency and customer service in 2001 and 2005 respectively. With the banks advancement,
the customer demands have increased as well. The bank is trying to stay on the track of
improvement organization wise, technologically etc. to be able to tackle its popularity and
customer volume
with quality service.
One of the lucrative achievements ofTBL is its launching of Online Banking Services in
2007. This service facilitates Any Branch Banking, ATM Banking, Phone Banking, SMS
Banking and Internet Banking to all customers. The most important advantage of this
service is that a customer can now carry our transaction from any branch of TBL in the
country without the
necessity of open another account at another branch.
Besides these, TBL is also entitled to carryout the following sorts of banking:
● All commercial banking activities (Including Money Market operations)
● Investment in Merchant Banking
● Investment in Companies
● Financiers, Promoters, Capitalists etc.
● Intermediary activities
● Financial Services in general
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TBL carries out its international business through a Global Network of Foreign Correspondent
Banks and generally operates the financial activities through its head office in Dhaka.

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2.2 Slogan of Trust Bank

“A Bank for Financial Inclusion”

Trust Bank is a customer oriented financial institution. It remains dedicated to meet up with
the ever growing expectations of the customer because at Trust Bank, customer is always at
the
center.

2.3 The Vision and Mission Statement of Trust Bank Limited

Vision Statement
● The vision of Trust bank is Build a long-term sustainable financial institution through
financial inclusion and deliver optimum value to all stakeholders with the highest level of
compliance.

Mission Statement
● Long Term Sustainable Growth-diversified business with robust risk management.
● Financial Inclusion - bring unbanked population into banking network through low
cost and technology based service delivery
● Accountable to all stakeholders- customers, shareholders, employees & regulators.
● Highest level of compliance and transparency at all levels of operation.

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2.4 Core values of Trust Bank Limited

The values that TBL aims to keep exercising are as follows:

● Trustworthy
● Dependable
● Reliable
● Professional
● Dynamic
● Fair

2 . 5 Board of directors of trust Bank

Name Designation

General Abu Belal Muhammad Shafiul Huq Chairman

SBP, ndcpsc

Major General S M Matiur Rahman Vice Chairman

afwc, psc, Adjutant General, Bangladesh Army

Mr. Faruq Mainuddin Ahmed MD & CEO

Mr.Ashrafuzzaman Khan Independent Director

Mr. Shahedul Islam Independent Director

Brigadier General Md Jalal Ghani Khan Director

ndc, psc

Brigadier General Md Mohsin Director

SGP, ndc, psc

Mr. Mohamed Naser Alam Independent Director

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 Name Designation

Brigadier General Naquib Ahmed Chowdhury Director

BSP, ndc, psc

Brigadier General Hamidul Hoque Director

nswc, psc

Brigadier General Iqbal Ahmed Director

ndc, afwc,psc

2.6 Financial Services of Trust Bank Limited

1. Retail banking
2. SME banking
3. Islamic banking
4. Corporate banking
5. International banking
6. T-cash
7. eService
8. Bangladesh electronic fund transfer network
9. Automated service

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2 . 7 Product of Trust Bank Limited

Retail products Islamic products SME loan products Corporates loan

(deposits and loans) (deposits and loans) products

Current Deposit Account Al-Wadiah Current Entrepreneur loans Overdraft

Account

Savings Deposit Account Mudaraba Term Deposit Woman entrepreneur Short term loans
Receipt

Fixed Deposit Scheme Mudaraba Special Notice Contractor/supplier loans Term loans
Deposit

Trust Unfixed Deposits Mudaraba Savings Manufacturing loan Syndicated loans

Account

Trust Kotipoti Barakat Hajj Deposit Engineering loan

Scheme

Lakhpati Savings Scheme Qard Scheme Agricultural loans (Trust

shufola)

Trust Sristi Home Investment Scheme

Trust Jhinuk Barakat Car Scheme

Trust Porua

Car Loan

Personal Loan

Loan Against Salary

Doctor’s Loan

Digital Loan

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 Chapter-03
Job Responsibilities

3.1 About the job

I have been working at Trust Bank Limited Mirpur branch as an intern from 15th February
2018 as a part of my internship program. After an interview I was selected as an intern in Trust
Bank Limited Mirpur Branch. I am assigned in the General Banking section. My 3
months long internship started at Trust Bank limited from 15th February 2018 and it will be
completed by 15th May 2018. The topic that I have selected for my report is “Training
and Development
Process of Trust Bank Limited”

3.2 Job responsibilities:

I am working in the general banking section under a supervisor of this section.

Everyday morning, he assigns me some daily tasks of general banking and some other
activities. After completing all the I have to report to him with all the updates in the
evening. Although i am working under the general banking section I have also done some
work for the training and
development process.

The job responsibilities of my internship program are:

. Reminder: My supervisor hand me over a list of participants when any training

is arranged. I have to call all the participants to let them know the dates and time of
their training program. A day before the training program I have to give all the
participants a reminder calls and make sure either they are attending the training or not.

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I also have to call the trainer of the training programs to give them reminders and list
down if there are
any problems.

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 . Maintaining attendance list: I have to make attendance list for each training
programs. It is mandatory for the participants to sign the attendance sheet when they
attend the training program as it is the record of their participation.

. Maintaining Evaluation questionnaire: When the training is over all participants

are provided with a questionnaire to evaluate the training. Sometimes I along with the
other interns assigned to make evaluation questionnaire by follow some guideline for
specific trainings and submit it to my supervisor. The final soft copy of evaluation
questionnaire is given to me to make hard copies for the participants.

. Evaluation result: I have to update all the results of the evaluation. When the
training program is over all the participants evaluate the training. I have to input all the
evaluation results in the training evaluation file from the hard copies.

3.3 Other Relevant Activities

the other activities I have to do under general banking section are

● Updating Account opening forms: updating regular account opening form is one of
my regular activities. I have to check all the necessary information is provided in each
form or not and put the account number in the required place in the form. After
checking the whole form, I have attach a ‘KYC’ (Know Your Customer) form with the
main account opening form. This form helps to know the customer well and to
determine whether the account is high risk or low risk account. After updating the files i
have to submit it to the principal officer for her authorization.

● Delivery of the Debit/Visa card: Each account holder receives a text message
when their card and pin number is ready to deliver. I have attended these clients to
deliver their cards. I take the signature of the account holder in four required places
after verifying it and hand over the card and pinto the client.

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 ● Maintaining payroll account list: I also maintain a payroll account list of the
clients. When a payroll account is open I provide an account number from the payroll
account list. Then the Junior officer authorize the account number.

● Maintaining Cards: I have to maintain the Debit/Visa card and pin number.
Every evening cards and pin number are deliver to Trust Bank Mirpur branch. I have to
receive all the cards and sort them out according to their dates.

● Maintaining Cheque book: Every evening cheque books are deliver to mirpur
branch for Trust Bank head office. I have to cross check the list of delivered cheque
book to assure all cheque book has delivered intact. If there is any damage i have
to After receiving the cheque books I sort them by requisition dates. Then I sort
each date’s cheque books by account type.

● Make Phone calls: I have to make phone calls to the account holders for
different reasons. Beside that I need to gentle remind the new account holder to submit
necessary documents.

3.4 Observations

Form the beginning of my internship program till now I have observed some issues and
problems
in the general banking department of Mirpur branch
● The landline connection is very poor. Phone calls gets disconnected frequently.
● The land phone set are too old sometimes they do not work properly.
● Account opening forms are not kept in a organized way. Whenever a form is needed
is takes a lot of time and effort to find it.

● Recently Trust Bank started to use a new software which made the system
slow. Sometime clients have to wait for a long time to get their service.
● The waiting area for clients is not sufficient
● The Mirpur branch of Trust Bank Limited is not so specious. It is difficult for
the employee to work comfortably
● There is lack of employee motivation

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3.5 Recommendations:

Some suggestions are given below which may help to solve the issues
● Land Phone line should get fixed and they should change the old phone sets
● The account forms should be tagged according to its opening dates and keep it in
a specific place so when any old form is needed it will be easy to find.
● They should find away to speedup their system.
● Trust Bank Mirpur branch needs to be redecorate to use the whole office
place efficiently.
● There should be some facilities for entertainment to remove the monotony of work
● Encouragement and performance appraisal is needed for both the employee and interns

3.6 Mismatch between assigned tasks with academic preparation/major

Although my major is finance and I am assigned in the general banking section still all
the activities are new for me. Only One of my major courses covered some important
topics of banking. In my internship program I have to do all the works of general banking and
some HRM related work. At the beginning I faced some difficulties to perform my job
responsibilities. Nevertheless, my supervisor helps me a lot. He gives me clear
instruction in a very understandable way which helped me a lot to understand and fulfill my
responsibilities properly. Other employees are also very helpful and humble whenever I face a
problem they guide me how to do the work. After some time, I was able to manage my daily
work at my own. Thought there were many mismatch between my academic preparation and
job responsibilities with some
guideline I have learned to do my tasks properly.

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3.7 Lesson learned from the Internship program:

Internship is an opportunity to work for an organization for a fixed period of time provided by
an employer to a potential employee. My Internship program at Trust bank Limited gave
the opportunity to experience the real job world and gain experience of practical job life.
Some
lessons I have learned from my internship program are given below
● Organizational behavior: In my internship program I have learned how to behave in
an organization. Every organization is different and according to their culture, structure
one should behave. I have familiarized with the organizational culture, structure
and strategies of trust Bank and learned how to behave according to the organization.

● Communicating with employees: It is very important to communicate with the

other employees of the organization. They have experience and better knowledge.
They can advise and guide for the future. Most of the employees has helped me a lot
with my daily activities and also gave me advice for my career.

● Learning New skills: My internship program at trust bank has gave me the
opportunity to learn new skills. Each and every day I get to learn new things at
my internship program. These learnings have increased my skill. We should learn new
skill as much as possible.

● Working under pressure: in the beginning and in the end of the month there is lot
of pressure at bank. Different clients come with different problems I have to solve their
as instructed by my supervisor and also have maintain time to complete my assigned
task. Through this experience I have learned to work under pressure quite well.

● Multitask: I have learned to multi task in my internship program. At the same time,
I have attendance a lot of clients as everyone wants to get their work done first so I have
to manage them all and do their work, solve their problems and also help the senior
officer. Move over I have Complete other task assigned by my supervisor within a period
of time. Through my internship program I have become more efficient in multitasking.

● Being positive: It is very important to be positive. There were many time when i had
to do monotonous boring work like printing papers, helping clients to open account,
filing etc. I have learned to stay positive and tried to learn whatever I can from these
activities.
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 Chapter-4
Training and Development process of
Trust Bank Limited

Keeping the overall organizational aspect in mind, the employees of TBL are offered several
training programs throughout the year. Through these trainings TBL aspires to realize its mission
statement. The task of recruiting and in-house training of the employees on and off the job is
carried out by the Human Resources Development (HRD) through the Bank’s Academy. Trust
Bank Limited Academy was established with the goal of providing in-house training to the bank
internally. Academy has the tools to provide the employees ofTBL with all the modern training
that may be necessary for the improvement of the organization of TBL. For example,
professional library consisting of books on banking, economy etc. are available at Academy. It
also takes care of the training for entry level management. Furthermore, training in the sectors
of general banking, foreign exchange, IT etc. aid in the specialized training programs. In
addition, training abroad for officials is also carried out by Academy. Besides carrying out the
trainings, Academy tries to adapt to the demands of refined skill guided by directives such as
the central
bank and the changes in the banking sector itself.
The training that are offered to the employees of Trust bank Limited and the evaluation
and development process of the employees of Trust bank Limited has been briefly
discussed as
follows:

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4.1 type of training programs of Trust Bank Limited:

Trust Bank Limited Mainly provide 5 types of training which are carried out by the Human
Resources Development and the IT & Card division. The trainings are:

● In-House training
● Software training
● Network training
● Hardware training
● Card Division training

In-House Training:

In-house training program increases the efficiency and productivity of employees which plays
a major role in making the organization more competitive. Trust Bank conduct four in-
house training. The main training activities are the in-depth foundation program for the
entry level management trainees. Other training programs are for different level officers of
TBL. The in-
house training programs are

● Fundamental Training course

● Refresher Training Course on CRM Part- 1
● Refresher Training Course on CRM Part-2
● Refresher Training On PBIM

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A comprehensive table on the topics, frequency, target group of in-house training is given

as follows:

Types of Topic cover Frequency Target group

In-House Training (times
yearly)

Introduction to TBL, Important Provisions

of Service Manual of TBL,
Fundamental Corporate Governance and Ethics in Banking,
Training Customers Account, penning and Operation
course of special Types of Account, Cheques, Different levels of
Crossing & Endorsements, Retail Banking 03 officers
Products of TBL, Clearing,
Remittance, Cash Management, Green
Banking and CSR Activities of Bank
Application of Value Added Tax (VAT),
Financial Statement Analysis, Accounting
System of Trust Bank Ltd, SME, Overview
of ICT Security policy in Trust Bank Ltd,
Customer Service, IC&C etc.

Distinguish features of Hypothecation, Pledge,

Lien, Mortgage, Assignment, right to Set-Off,
Different Types of Khatiyan, Definition of
Credit, Function of Credit Department, and
Regulation of BB relating to credit, Credit
Policy, Different forms of loans & advances in
TBL, Selection of Borrowers and Processing
of Credit Proposals, CRG, Common Lapse &
Refresher Training irregularities in selection of Borrower,
valuation & charging of properties for 03
Course on CRM securities. Malpractices in loan classifications,
(Credit Risk Different levels of
provisioning, renewal, rescheduling & write-
off, Project Financing-Managerial aspect, officers
Management)
Security for Loans & Advances, Loan
Part- 1 Classification, Provisioning and
Rescheduling/Restructuring, Write-Off,
Amicable Settlement/ADR and Legal Action,
Single Borrower Exposure Limit with
emphasis on Master Circular,
Concept of Basel-III, Credit
Memorandum, Different types of SMEA &
Retail Products, Credit Structuring &
Requirement Analysis etc.

25
 Types of Topic cover Frequency Target group
In-House Training

General Documents, Loan documentation,

Islamic modes of investment, features &
debt structures for each modes of
investment, Loan documentation &
compliance issues for mortgage, valuation
Refresher Training certificate, purchase deed, DCR, certified
Course on CRM mutation khatian, rent & other tax Different
(Credit Risk payment receipt. Practical demonstration
of registered mortgage with IGPA, levels of
Management) Part- Different types of law and legal terms 06 officers
2 relevant portion of transfer of property act,
Artha Rin Adalot Ain-2003, ERM
guidelines, general & specific EDD
checklist, environmental and social risk
management in banks (ESRM), Impact
of capital requirement of the bank due
to deficiency in documentation, Project
finance: major ratio analysis, cash flow
statement, sensitivity analysis with practical
case study, Loan supervision, Monitoring
supervision and follow-up for loans etc.

Internal control policy, guidelines, overview,

definition, objectives & environment.
Responsibilities of board of directors &
senior management, Fraud, forgeries,
Refresher Training irregularities, malpractices, embezzlement,
misappropriation-concept, causes and
On PBIM consequences, Types of fraud in banks,
(Prevention of who are fraudsters, characteristics of
fraudsters, four keys to fight fraud,
Malpractice in fraud triangles; fraud prone areas in banks,
Banking) Malpractices & irregularities in cash
department, Lapse irregularities and 10 Different
malpractices in relation to issue and levels of
payment of FDR, PO and online
remittances and clearing procedure,
officers
Prevention of fake notes, collection and
exchange torn, soiled and defective notes
, Malpractice and irregularities in loans
& advances, Irregularities in
examination, Malpractices in relation to
foreign trade payment transaction,
Irregularities & lapses in opening L/C
with required terms, Irregularities &
lapses in opening L/C with required terms
etc.

26
Software Training

● Flora Banking Software (Head Office and Branch Level)

● Software Bug Searching (Business Team)
● In-house Developed Applications Training
● Real Time Problem Solution

Network Training

● Branch Network Support

● IP phone Maintenance
● Internet Communication
● Anti-Virus Update and Maintenance
● Email Server Admin

Hardware Training

● Basic Hardware Setup Training

Card Division Training

● All Visa Related Training

● International Visa Compliance
● Internal Credit Card Marketing

4.2 Training Process:

Training process of Trust Bank Limited consists of these following steps-

Organizational Implementation
Objectives and of Training
Strategies Programmers

Assessment of Establishment of Evaluation of

Training Training Goals Results
Needs

Source: TBL local server

27
4.3 Training program evaluation:

At the end of each training session the participants are encouraged to evaluate the training
itself. It is done so by providing the participants with a formulary sheet requesting the feedback
of the participants. With such feedbacks from the participants TBL tries to adapt with the
employee’s ease of learning. Hence, the training process, regardless of the sort of training
in question, undergoes a continuous improvement process which in turn improves the
performance of the
employees and in the long run the organization of TBL.

4.4 Development Process of Trust Bank Limited:

TBL uses different development methods to improve the performance of the employees. Such as:
● Job rotation: Every three years an employee is shifted to a different branch and
generally it is also tried every three months to assign an employee to a different
department until a promotion is achieved. In this way, the employees develop the skill
to combat different challenges.

● Monitoring: A senior and experienced employee of the organization guides and

ensures proper execution of the jobs assigned to less experienced employees.

● Performance appraisals: TBL believes the acknowledgement of a job well done

encourages employees to sustain good performance. For example, at the end of training
sessions, employees with a good performance are appreciated with gifts. Furthermore, a
rating of the employees of different branches are made based on which the promotion
of employees is accelerated.

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 Chapter-5
Recommendation and Conclusion

5.1 Recommendation

● The job for the interns could be more structured. It will help the interns to
understand their job responsibilities properly and they can work efficiently accordingly.

● It is very difficult to gather internal information of the organization for an intern.

The organization should be a bit more flexible to provide information to the interns.

● The trainer should adopt some interesting methods to conduct the training program.
The Training programs are day long and participants get bored after sometime. Hence,
some interesting methods like adding videos and audios in the training will
help the participants to focus on the training program.

● Some Trainees may not be interested to attend training programs. The Importance of
the training programs must be explained clearly to the employees of the
organization to motivate and encourage them for attending the training programs.
This will help the employee to understand and reach the organizational goal. Otherwise
the training will be failed.

● The training seasons of Trust Bank are really long. Hence, frequent breaks are
necessary throughout the sessions.

● To Motivate the employees and for recreation the organization should arrange
annual function, picnics or annual tour. This refreshes the mind of the employee and
improves their work performance

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5.2 Conclusion

Trust Bank Limited is one of the fast growing banks. It has turned into a successful
organization within a very short period of time compared to other banks. It is a great
opportunity for me to work as an intern at Trust Bank Limited. During the course of the
internship I have attained the knowledge of working in a fully professional establishment. The
organizational aspects ofTBL has given me an enriched insight on how the different parts
of an establishment are to be maintained, balanced and improved through a continuous
development process. Although the organization of TBL is not optimized till its full potential, it
has achieved tremendous growth due to the hard work, dedication and cooperation of all the
employees of all the branches throughout
the country.
The training and development Information of TBL are very confidential. I was not allowed
to have all the information. The report was prepared with the limited information provided,
my observation, help of my supervisor, other employees and all the available information on
the internet. I have faced many difficulties in my internship program, I ambeing able to carryout
the responsibilities successfully. Lastly, I genuinely believe that the knowledge I have gained
from
my internship program would be helpful for my future jobs up to a great extent.

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References

● Trust Bank Limited (n.d.). Retrieved form https://www.tblbd.com

● An Overview of Trust Bank Limited (n.d.). Retrieved form

http://www.assignmentpoint.com/business/organizational-behavior/an-overview-of -the-
trust-bank-limited.html
● Trust Bank Limited (Bangladesh)- Wikipedia (n.d.). Retrieved form
https://en.wikipedia.org/wiki/Trust_Bank_Limited_(Bangladesh)
● Nasrin Akter. (March 2018). Financial Performance Analysis of Trust Bank Limited.
BUBT.
● Trust Bank Limited. (2018). FOUNDATION TRAINING COURSE, PARTI.
● Trust Bank Limited. (2018). CREDIT RISK MANAGEMENT, PART-I.
● Trust Bank Limited. (2018). CREDIT RISK MANAGEMENT, PART-II.
● Trust Bank Limited. (2018). REFRESHER TRANING ONPBIM.

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