Abstract:
This study shows the findings and experiences during my internship with Pubali Bank PLC,
Kamrangirchar Branch, where I was able to get a hands-on experience of the routine activities
of one of the premier and largest in Bangladesh, the private commercial banks. This internship,
over the period 15 July 2025 to 15 October 2025, taught me a lot about the banking business,
customer service, and management of finances, but what I was most interested to learn was
what went on behind the scenes of the business to enable the business to operate efficiently and
stay within the legal requirements of the industry.
Under my service, I participated in the various banking operations such as account opening,
handling of transactions, and customer care. I was to help the customers with documentation
of their accounts, perform KYC (Know Your Customer) operations, and verify the financial
data. Also, I assisted in transaction processing activities, including cheques clearing, issue of
pay orders, and general account maintenance. I also had a valuable hands-on experience with
the use of the digital banking platform, such as e-KYC systems, the purpose of which is to
improve service delivery and compliance.
One of the most notable instances that came to my attention during the internship is the use of
manual operations which, although they were effective they caused inefficiencies in operations,
especially during peak periods. The absence of adequate personnel to take care of the number
of transactions was also a contributing factor in delays and customer satisfaction. These
difficulties highlighted the necessity to simplify workflows and incorporate the automation in
order to enhance the efficiency of operations and customer experience.
The study determines the strengths and weaknesses of the branch operations and suggests a
way of how to improve the situation by providing better staffing, technological infrastructure,
and process automation. The suggestions are made to improve the service delivery, among
them the implementation of automated systems to minimize human error, recruitment of more
employees during the peak, and an investment into the modernization of the physical and digital
infrastructure of the branch. In addition, it is proposed to educate customers about digital
banking services to ensure more people adopt the services and less congestion is experienced
in the branches.
