Abstract:
In this internship report, the overall banking activities at the Kalshi Sub-branch of BRAC Bank PLC are assessed, as per my practical experience and observation during the organized internship. The primary objective of the research was to estimate the effectiveness of the given branch, the quality of customer service, and operational issues that it experiences when handling retail and SME clients. I start by explaining the functions of BRAC Bank in the Bangladesh financial market, and review the literature on banking literature in the banking field to put the study into context with the current concepts of service quality and service efficiency in the retail banking industry. In my methodology, I used direct observation, active involvement in the daily work, and the study of internal performance information on account acquisition and mobilization of deposits in 2021- 2024 and the trends were analyzed. The main conclusions are that there are two parallel growth directions: Savings Accounts attract a great number of new clients, whereas Fixed Deposits increase at a high pace, and the number of deposits grows by 118.75 per cent in 2024 alone. Yet, the significant bottlenecks I pointed at, as well, are manual, time-consuming account opening procedures, understaffing during the high season, and the lack of digital adoption by some consumer groups, which contribute to delays and congestions. Relying on these lessons, I would suggest the use of document processing automation, dynamic staffing model, the initiation of specific digital literacy campaigns, and the redesigning of volatile savings products. These should accelerate the service, enhance customer satisfaction, and ensure the operations of the branch are consistent with the image of BRAC Bank as innovative and customer-oriented. To sum up, the internship was an invaluable experience with the real world that connected the academic knowledge with the professional practice. This report include an analysis and recommendations that will assist the Kalshi Sub-branch to maximize its general banking operations, enhance its market presence as well as in fostering the overall objective of BRAC Bank PLC.
