Axis Saurav

Jaipuria Institute of Management, Lucknow
1
AXIS Bank Ltd.
Branch Banking and Customer Services
At

Summer Training Project Report submitted in partial fulfilment of the
requirements for the
Diploma of
Post Graduate Diploma in Management
At

-By
-Saurav Sharma
-JL13PGDM043
-Batch: 2013-15
2
AXIS Bank Ltd.
DECLARATION

I Saurav Sharma student of PGDM batch (2013-2015) declare that the project entitled
Branch Banking and Customer Services at Axis Bank Ltd., is my own work conducted under
the supervision of Mr. Arun Kumar Mishra, Vice President of Axis Bank Ltd. Kolkata Main
Branch, as a partial fulfilment of Summer Internship Program for the course of PGDM
submitted to the Axis Bank Ltd. Kolkata Main Branch
I further declare that to the best of my knowledge the project does not contain any part of
any work which has been submitted for any other project either in this institute or in any
other without proper citation.

Place: Kolkata
Date: 30.06.2014 Signature of the Student

3
AXIS Bank Ltd.
ACKNOWLEDGEMENT

I wish to express my gratitude to Axis Bank Ltd for giving me an opportunity to be a part of
their esteemed organization and enhance my knowledge by granting permission to do my
summer training project under their guidance.
I am deeply indebted to my guide, Mr. Arun Kumar Mishra, Branch Head, AXIS Bank Ltd,
for his valuable and enlightened guidance. He provided me with the opportunity to earn in
the bank and spared his valuable time to help me out with this training.
My special thanks to Ms. Suchismita Sengupta, Operations Head, AXIS Bank Ltd and Mr.
Sabyasachi Ghosal, FDO, AXIS Bank Ltd, for providing great support and help whenever was
required.
A special thanks to all the other supporting employees of the branch for being a great
support and guide during my two months training period.
This project has been possible due to the support of several wonderful individuals. All of
them with their due cooperation and motivation made the completion of this project
successful.
Last but not the least I am highly obliged to my institute Jaipuria Institute of Management,
Lucknow for giving me an opportunity to work in AXIS Bank Ltd. The learning during the
project was immense and valuable for the future and for an individual growth in ones
career.

Regards
Saurav Sharma
JL13PGDM043
Batch: 2013-2015
Jaipuria Institute of Management, Lucknow.

4
AXIS Bank Ltd.
EXECUTIVE SUMMARY

Axis Bank was the first of the new private banks to have begun operations in 1994, after the
Government of India allowed new private banks to be established. The Bank was promoted
jointly by the Administrator of the specified undertaking of the Unit Trust of India (UTI - I),
Life Insurance Corporation of India (LIC) and General Insurance Corporation of India (GIC)
and other four PSU insurance companies, i.e. National Insurance Company Ltd., The New
India Assurance Company Ltd., The Oriental Insurance Company Ltd. and United India
Insurance Company Ltd. The word "bank" reflects the origins of banking in temples.
According to the famous passage from the New Testament, when Christ drove the money
changers out of the temple in Jerusalem, he overturned their tables. Matthew 21.12. In
Greece, bankers were known as trapezitai, a name derived from the tables where they sat.
Similarly, the English word bank comes from the Italian banca, for bench or counter. Barter
is also one means of exchange. This system is considered as an old fashioned means of
exchange in which goods were exchanged for goods. Under this system a vegetable grower
would have to find cloth seller who needs vegetable in order to get new clothes. However
we can say this was the only inconvenience of barter system. In this project, I have
endeavoured to conduct a comparative analysis of the Savings Account, Credit Cards etc. in
different banks; the focus will be AXIS and other private banks like CITIBANK, STANDARD
CHARTERED BANK, HDFC BANK, ICICI BANK etc.
The AXIS Bank is my base bank with which I have compared the liability products like savings
account facilities with those of other banks. Then I did the financial analysis of the banking
industry showing where Axis Bank stand and also showed the comparative analysis of the
competition. This will help us to know the kind of services that are provided with the Savings
Bank Account of different banks. This will also help us to know as to how a Savings Account
is opened and the requirements needed for opening it. Next, I have compared the ULIPS and
MUTUAL FUNDS offered by different banks. Thereafter, I have shown what the operational
works an employee had to do are. I have brought out what are the various ways to handle a
customer and how services are provided to them. From knowing the banks profile to what
bank is offering to the customers are shown in this project report.

5
AXIS Bank Ltd.

Contents
DETAILS OF THE ORGANIZATION ................................................................. 6
The Organization: AXIS BANK LTD. ................................................................. 6
Products / Services / Facilities: .................................................................... 10
Organization Structure: ................................................................................ 14
HR Practices: ................................................................................................ 14
Competition Analysis: .................................................................................. 17
Industry Analysis: ........................................................................................ 18
Organization Business Profile: ...................................................................... 21
SWOT Analysis of Company: ........................................................................ 28
THE PROBLEM ON HAND.............................................................................. 30
Problem Area Identification: ........................................................................ 30
Description of the Task/ Job: ....................................................................... 31
Detailed Analysis of the Task/Services: ........................................................ 32
LEARNING OUTCOME: .................................................................................. 37
CONCLUDING REMARKS............................................................................... 38
CONCLUSION ............................................................................................... 39
BIBLIOGRAPHY: ............................................................................................ 40

6
AXIS Bank Ltd.

DETAILS OF THE ORGANIZATION
Introduction to Axis Bank Ltd.
Axis Bank began its operations in 1994, after the Government of India allowed new private
banks to be established. The Bank was promoted in 1993 jointly by the Administrator of the
Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance
Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The
Oriental Insurance Corporation and United India Insurance Company. The Unit Trust of India
holds a special position in the Indian capital markets and has promoted many leading
financial institutions in the country.
Axis Bank (erstwhile UTI Bank) opened its registered office in Ahmedabad and corporate
office in Mumbai in December 1993. The first branch was inaugurated on 2 April 1994 in
Ahmedabad by Dr. Manmohan Singh, the then Finance Minister of India. Commercial
banking services which includes merchant banking, direct finance infrastructure finance,
venture capital fund, advisory, trusteeship, forex, treasury and other related financial
services.
The Organization: AXIS BANK LTD.
Axis Bank Limited (formerly UTI Bank) is the third largest private sector bank in India. It
offers financial services to customer segments covering Large and Mid-Corporates, MSME,
Agriculture and Retail Businesses. Axis Bank has its headquarters in Mumbai, Maharashtra.
The Bank has a large footprint of 2402 domestic branches (including extension counters)
and 12,922 ATMs spread across the country as on 31st March 2014. The overseas
operations of the Bank are spread over its seven international offices with branches at
Singapore, Hong Kong, DIFC (Dubai International Financial Centre), Colombo and Shanghai
and representative offices at Dubai and Abu Dhabi. During the year, the Bank has upgraded
its representative office in Shanghai, China to a branch to become the first Indian private
sector bank to set up a branch in China. During the year, the Banks overseas subsidiary
namely Axis Bank UK Ltd. commenced banking operations.
Axis Bank is one of the first new generation private sector banks to have begun operations
in 1994. The Bank was promoted in 1993, jointly by Specified Undertaking of Unit Trust of
India (SUUTI) (then known as Unit Trust of India),Life Insurance Corporation of India (LIC),
General Insurance Corporation of India (GIC), National Insurance Company Ltd., The New
India Assurance Company Ltd., The Oriental Insurance Company Ltd. and United India
Insurance Company Ltd. The shareholding of Unit Trust of India was subsequently
transferred to SUUTI, an entity established in 2003.
7
AXIS Bank Ltd.
With a balance sheet size of Rs. 3,83,245 crores as on 31st March 2014, Axis Bank has
achieved consistent growth and stable asset quality with a 5 year CAGR (2010-14) of 21% in
Total Assets, 19% in Total Deposits, 23% in Total Advances and 28% in Net Profit.

Awards and Recognitions
Bank of the Year Money Today FPCIL Awards 201213
Best Bank CNBC-TV18 Indias Best Bank and Financial Institution Awards 2012
Best Bank Runner-up Outlook Money Awards 2012
'Consistent Performer' in 'Indias Best Banks 2012 survey' by Business Today and
KPMG
Fastest Growing Large Bank Dun & Bradstreet Polaris Financial Technology Banking
Awards 2012
Fastest Growing Large Bank Businessworld Best Banks Survey 2012
Best Domestic Bond House The Asset Triple A Country Awards 2012
India Bond House of the year IFR ASIA Country Awards 2012
Deal Maker of the Year in Rupee Bonds Businessworld Magna Awards India's Best Deal
Makers 2012
The Best Emerging Bullion Dealing Bank 9th India International Gold Convention-2011-
12
Best Acquiring Institution in South Asia Visa LEADER Award at Visas 2012 APCEMEA
Security Summit, Bali
Gold Shield for Excellence in Financial Reporting in the Private Banks category 2011
12 from Institute of Chartered Accountants of India.
Brand Ambassador:
Deepika Padukone, a well-known Bollywood Actress was appointed as the brand
ambassador for Axis Bank.

Listing and Shareholding:
Axis Banks equity shares are listed on the Bombay Stock Exchange and National Stock
Exchange of India. The company's Global Depository Receipts (GDRs) are listed on the
London Stock Exchange. The Bonds issued by the Bank under the MTN programme are listed
on the Singapore Stock Exchange. As on 31 December 2013, the promoters UTI, LIC and GIC held
approx. 34% of the shares in Axis Bank. Foreign Institutional investors (FII) held approx. 43% of the
shares. Remaining 23% of the shares are held by others.

8
AXIS Bank Ltd.
Shareholders (as on 31-Dec-
2013)
Shareholding
Promoter Group 33.88%
Foreign Institutional Investors
(FII)
43.81%
Individual Shareholders 06.61%
Bodies Corporate 06.03%
Mutual Funds 04.47%
GDR 03.90%
Financial Institutions/Banks 00.85%
Others 01.08%
Total 100.0%

Employees:
As on 31 March 2013, Axis Bank had 37,901 employees, out of which 7,117 employees were
women (19%). The bank incurred INR 26.7 billion on employee benefits during the FY 2012-
13. The average age of an Axis Bank employee is 29 years. The attrition rate in Axis Bank is
approx. 9% per year.
Corporate Social Responsibility (CSR):
Axis Bank Foundation: Axis bank has set up this trust in 2006 and supports
supplementary education. Axis Bank contributes up to 1 percent of its net profit
annually to various social initiatives undertaken by this foundation. During the year
201112, the foundation has partnered with 36 NGOs for educating over a lakh
underprivileged and special kids in 13 states.
Green Banking: The recycling initiative under the Green Banking banner has helped
the bank productively use around 21572 kilograms of dry waste during the year. The
Axis Bank's corporate office in Mumbai is designed and constructed as a Platinum
LEED-Certified Green Building.

Registered Office:
The registered office of Axis Bank is located at:
Trishul, 3rd Floor,
Opposite Samartheshwar Temple,
Near Law Garden, Ellisbridge,
Ahmedabad, Gujarat - 380 006

9
AXIS Bank Ltd.
Corporate Office:
Axis House,
C-2 Wadia International Centre,
Pandurang Budhkar Marg, Worli, Mumbai 4000 025
The Corporate Office of Axis Bank is located at Axis House Mumbai. Axis House has received
the Platinum rating awarded by the US Green Building Council for its environment friendly
facilities and reduction of carbon emission.

Subsidiaries:
The Bank has set up eight wholly-owned subsidiaries:
Axis Capital Ltd.
Axis Private Equity Ltd.
Axis Trustee Services Ltd.
Axis Asset Management Company Ltd.
Axis Mutual Fund Trustee Ltd.
Axis Bank UK Ltd.
Axis Securities Ltd.
Axis Finance Ltd.

Promoters:
Axis Bank Ltd. has been promoted by the largest Financial Institutions of the country, UTI,
LIC, GIC and its subsidiaries. The Bank was set up in 1993 with a capital of Rs. 115 crore, with
UTI contributing Rs. 100 crore, LIC - Rs. 7.5 crore and GIC and its four subsidiaries
contributing Rs. 1.5 crore each.
Capital Structure:
The Bank has authorized share capital of Rs. 850 crores comprising 850,000,000 equity
shares of Rs.10/- each. As on 31st March 2014, the Bank has issued, subscribed and paid-up
equity capital of Rs. 469.84 crores, constituting 469,844,553 equity shares of Rs. 10/- each.
The Banks shares are listed on the National Stock Exchange and the Bombay Stock
Exchange. The GDRs issued by the Bank are listed on the London Stock Exchange (LSE).
Distribution Network:
The Bank has a network of 2402 domestic branches (including extension counters) and
12,922 ATMs spread across the country as on 31
st
March 2014. The overseas operations of
the Bank are spread over its seven international offices with branches at Singapore, Hong
Kong, DIFC (Dubai International Financial Centre), Colombo and Shanghai and
10
AXIS Bank Ltd.
representative offices at Dubai and Abu Dhabi. During the year, the Banks overseas
subsidiary namely Axis Bank UK Ltd. commenced banking operations.

Products / Services / Facilities:
Major Products/Services of the Firm are CASA, FIXED DEPOSIT, RECURRING DEPOSIT and
Gold Bars.

Savings Accounts
-EasyAccess Savings Account
-Prime Plus Savings Account
-Prime Savings Account
-Womens Savings Account
-Trust/NGO Savings Account
-YOUth Account
-Pension Savings Account
-Insurance Agent Account
-Small Savings Account
-Future Stars Savings Account
-Senior Privilege Savings Account
-3-in-1 Online Investment Account
-Basic Savings Account

Current Accounts

(i) Regular Current Accounts
-Normal Current Account
-Local Current Account
-Business Advantage Account
-Business Select Account
-Business Classic Account

(ii) Exclusive Current Account
-Business Privilege Account
-Channel One Account
-Club 50 Current Account

(iii) Current Accounts by Industry
-Current Account for Government
Organizations
-Current Account for Banks
-For Brokers-Capital Market Current
Account
-For Exporters/Importers Business
Global Current Account
- Current Account for Pharma

(iv) Resident Foreign Currency
11
AXIS Bank Ltd.
(Domestic) Account

(v) Tailor-Made Current Account

Salary Accounts
-Easy Access Salary Account
-Prime Salary Account
-Defence Salary Account (Power
Salute)
-Wealth Salary Account
-Priority Salary Account

FOREX (Foreign Exchange)
Services
-Multicurrency Forex Card
-ISIC Forex Card
-Foreign Currency Travellers Cheques
-India Travel Card
-Foreign Currency Cash
-Travel Currency Card
-Outward Remittances
-Foreign Exchange Rates
-Send Money to India

Investments
-Gold Mohurs
-Silver Mohurs
-Demat Account
-Online Investing With AxisDirect
-8% Savings Bonds
-PPF (Public Provident Fund)
-Alternative Investment Products
-IPOSmart

Various products offered by Axis Bank Ltd along with the third party are shown in the
tabular form below:-
TRADITIONAL ULIP MUTUAL FUND RAC PRODUCTS:
i. Max Life Life Gain
Premier,
ii. Max Life Life
Partner Super,
iii. Max Life Whole
Life super.
i. Maxis Super,
ii. Fast Track Super,
iii. Shiksha Plus II
i. Axis Hybrid Series
12,
ii. Reliance Mutual
Fund,
iii. DBS Black Rock,
iv. Franklin Temple,
i. Auto Loan,
ii. Loan Against
Property,
iii. Loan Against
Gold.
12
AXIS Bank Ltd.
v. Sundaram BNP
Paribas,
vi. Birla Sun Life,
vii. ICICI,
viii. HDFC.
iv. Loan Against
Securities,
v. Personal Loan,
vi. Business Loan

Axis Bank operates in four segments: Treasury operations, Retail banking,
Corporate/Wholesale banking and other banking business.

Treasury operations: The Banks treasury operation services include investments in
sovereign and corporate debt, equity and mutual funds, trading operations, derivative
trading and foreign exchange operations on the account, and for customers and central
funding.

Retail banking: In the retail banking category, the bank offers services such as lending to
individuals/small businesses subject to the orientation, product and granularity criterion,
along with liability products, card services, Internet banking, automated teller machines
(ATM) services, depository, financial advisory services, and Non-resident Indian (NRI)
services.

Corporate/wholesale banking: The Bank offers to corporate and other organisations
services including corporate relationship not included under retail banking, corporate
advisory services, placements and syndication, management of public issues, project
appraisals, capital market related services and cash management services.

NRI services: Products and services for NRIs that facilitate investments in India.

Business banking: The Bank accepts income and other direct taxes through its 214
authorised branches at 137 locations and central excise and service taxes (including e-
Payments) through 56 authorised branches at 14 locations.

Investment banking: Banks Investment Banking business comprises activities related to
Equity Capital Markets, Mergers and Acquisitions and Private Equity Advisory. The bank is a
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AXIS Bank Ltd.
SEBI-registered Category I Merchant Banker and has been active in advising Indian
companies in raising equity through IPOs, QIPs, and Rights issues etc. During the financial
year ended 31 March 2012, Axis Bank undertook 9 transactions including 5 IPOs and 2 Open
Offers.

Lending to small and medium enterprises: Axis Bank SME business is segmented in three
groups: Small Enterprises, Medium Enterprises and Supply Chain Finance. Under the Small
Business Group a subgroup for financing micro enterprises is also set up. Axis bank is the
first Indian Bank having TCDC cards in 11 currencies.

Agriculture banking: 759 branches of the Bank provide banking services, including
agricultural loans, to farmers. As on 31 March 2013, the Banks outstanding loans in the
agricultural sector was INR 148 billion, constituting 7.5% of its total advances.
Initiatives:
The Business Gaurav SME Awards: In 201112, Axis Bank set up 6 SME centres and SME
cells each across the country, taking the total number to 32 SME Centres. The Bank also
organised the 'Business Gaurav SME Awards' in association with Dun & Bradstreet to
recognise and award achievements in the SME space.
Financial inclusion: Till March 2012, the Bank had opened over 4.4 million No Frills accounts
in over 7607 villages through a network of 15 Business Correspondents and nearly 6000
customer service points. Axis Bank has a strong presence in Electronic Benefit Transfer (EBT)
and has covered 6800 villages across 19 districts and 9 states till date with over 3.7 million
beneficiaries.
Industry First Initiatives:
Axis Bank launched Mobile Banking App 2.0 for its retail resident Indian customers the first
of its kind in India, which offers a high level of personalization. The App has been launched
in partnership with Tagit, a leading Singapore mobile solutions company. The new
application uses Tagit's mobility solution platform that enables Banking on-the-go.
'Axis Bank - ISIC Forex Card' for students, is the first photo Travel Currency Card available in
USD, Euro, GBP and AUD currencies. It can be used across 34 million merchant locations and
at over 2 million MasterCard ATMs globally.
Axis Bank has partnered with Visa to launch 'eKYC' (electronic Know your customer) facility,
first organization in India to introduce Biometrics based KYC, offering convenience, speed
and ease to Aadhaar-registered individuals to open bank accounts.
14
AXIS Bank Ltd.
Organization Structure:

HR Practices:
The Human Resources (HR) function is instrumental in creating and developing human
capital in alignment with the Banks vision. Talent Management with particular focus on
grooming future leaders, learning and development and employee engagement have been
the key focus areas in the Banks HR objectives.
The Bank has built a learning infrastructure to ensure availability of skilled and empowered
workforce. The Learning Maps aligned to the overall development plan of employees are
designed to facilitate learning process across all levels through a blended learning approach
of classroom programmes, external programmes, certification programmes as well as e-
learning modules. The Bank also creates alternate talent pipelines by entering into
arrangements with Training and Education Institutes and continues to maintain a strong
employer brand in the financial services sector especially on the campuses of the premier
business schools of the country. Apart from having a strong presence in the talent market,
the Bank also believes in maintaining a strong image internally by keeping its workforce
engaged at all levels.
To inculcate and live its motto of One Bank, One Axis and foster a spirit of connectedness,
the Bank hosts several employee engagement programmes and channels to connect its
thinly-spread employee population across a widely dispersed geographical network.
Through these platforms, employees can share their unique experiences, facilitate best
practice sharing, and cast their opinion and feedback about the Banks products and
services. The Bank also offers avenues for several employee health and wellness initiatives
throughout our network.
The Bank has been conducting its annual Employee Engagement Study to capture, analyse
and draw action plans to enhance the engagement quotient. A third-party framework,
benchmarked as one of the best, is used for administering and analyzing the results of the
study, with focus on measuring and improving employee engagement quotient. Taking
concrete steps based on the study findings helps in building a stronger and more engaged
workforce.

15
AXIS Bank Ltd.
The Bank seeks regular feedback from employees on the policies and practices to ensure
that it is in consonance with employee empowerment. Incidentally, the focus areas for the
Banks performance management system are Ownership, Continuous Process and Humane
Touch, which are driven by strengthening the culture of performance feedback (both formal
and informal). In addition to performance, the personal development plan of an employee
includes a feedback on behavioural competencies for growth.
Axis Leadership Practices (ALPs) are defined for employees at different levels of the
hierarchy to promote desired behaviour and to facilitate an objective assessment. The ALPs
form a framework for all the people processes in the Bank. These are an integral part of
processes like Talent Acquisition, Performance Management System, Promotion, Talent
Appreciation, Leadership Development and Feedback. The Bank has partnered with the best
in class leadership trainers of the country to provide key position holders and unit heads the
fundamentals of managing self and team leadership though a series of Inspired Leadership
workshops. The Bank has also launched an in-house multi-rater feedback tool ALP Compass
based on the Axis Leadership Practices.
The strength of the workforce was 37,901 at the end of the year as compared to 31,738 last
year. A young workforce with an average age of 29 years and the Banks policy of being an
equal opportunity employer continues to significantly contribute towards emergence of the
Axis Bank brand. The Bank inspires everyone to excel and contribute to, irrespective of
gender, race or age, and this echoes in all HR initiatives undertaken. The Bank is also a
socially responsible employer. Apart from housing its own NGO Axis Bank Foundation, the
Bank has partnered with Teach for India for promoting the noble objective of providing
education to underprivileged children.
The Bank continues to strive towards realisation of its vision of being the preferred financial
service provider excelling in customer delivery through insight, empowered employees and
smart use of technology.
EMPLOYEE STOCK OPTION PLAN (ESOP):
The Bank has instituted an Employee Stock Option Scheme. The objective of the Scheme is
to enhance employee motivation, enable employees to participate, whether directly or
16
AXIS Bank Ltd.
indirectly, in the long-term growth and financial success of the Bank, to act as are attention
mechanism by enabling employee participation in the business as an active stakeholder to
usher in an 'owner-manager' culture. Under the Scheme 48,017,400 option scan be granted
to the employees of the Bank and its subsidiaries including Whole-time Directors. The
employee stock option scheme is in accordance with the Securities and Exchange Board of
India (Employee Stock Option and Employee Stock Purchase Scheme) Guidelines, 1999. The
eligibility and number of options to be granted to an employee is determined on the basis of
the employee's work performance and is approved by the Board of Directors.
Over the period February 2001 to July 2013, the Bank's shareholders approved plans for the
issuance of stock options to employees on six occasions. Under the first two plans and up to
the grant made on 29th April 2004, the option conversion price was set at the average daily
high-low price of the Bank's equity shares traded during the 52 weeks preceding the date of
grant at the Stock Exchange which has had the maximum trading volume of the Bank's
equity share during that period. Under the third plan and with effect from the grant made
by the Bank on 10th June 2005, the pricing formula has been changed to the closing price on
the day previous to the grant date. The HR and Remuneration Committee and the erstwhile
Remuneration and Nomination Committee granted options under these plans on thirteen
occasions: 1,118,925 during 2000-01, 1,779,700 during 2001-02, 2,774,450 during 2003-04,
3,809,830 during 2004-05, 5,708,240 during2005-06, 4,695,860 during 200607, 6,729,340
during 2007-08, 2,677,355 during 2008-09,4,413,990 during 2009-10, 2,915,200 during
2010-1 1, 3,268,700 during 201 1-12, 2,516,000during 2012-13 and 2,003,000 during 2013-
14. The options granted, which are non-transferable, vest at rates of 30%, 30% and 40% on
each of three successive anniversaries following the grant, subject to standard vesting
conditions, and must be exercised within three years of the date of vesting. As of 31st
March 2014, 29,080,743 options had been exercised and 10,845,556 options were in force.
Other statutory disclosures as required by the SEBI guidelines on ESOPs are given in the
Annexure to this report
Thus Human Resource practices are a combination of practices that would move towards
improving organizational effectiveness and better performance outcomes.

17
AXIS Bank Ltd.

Competition Analysis:

Axis Bank Ltd is one of the 3
rd
largest banks among the private sector banks in India. HDFC
and ICICI bank are the main competitors of Axis bank ltd. in the private sector. Apart from
those other major banks like the State Bank of India, Punjab National Bank, Bank of Baroda,
UCO Bank, etc., are the major competitors of Axis bank. Axis Bank is facing a challenge in the
market where the market capital for Axis Bank is Rs 89993.96 crore where that of HDFC and
ICICI is Rs. 196516.17 crore and Rs. 160104.04 crore respectively. Further talking about the
Net interest income for Axis Bank is Rs. 30641.16 crore that of HDFC and ICICI is Rs.
41135.54 crore and Rs. 44178.15 crore respectively. Again Net profit for this quarter for Axis
Bank is Rs. 6217.67 crore and that of HDFC and ICICI is Rs. 8478.40 crore and Rs. 9810.48
crore respectively. Total Assets of Axis Bank is Rs. 383244.89 crore and that of HDFC and
ICICI is Rs. 491599.50 and 594641.60 respectively, though the price of shares is high than
the other two bank i.e. share price of Axis Bank is Rs. 1909.20 in respect to HDFCs Rs.
816.20 and ICICIs Rs. 1384.65. The total debt in the balance sheet of Axis Bank for March14
is comparatively less than other banks. Thus we can say on this basis that even though Axis
bank lacks in the market in compare with other private bank, Axis Bank is serving its
customers very efficiently and effectively. The customer service at Axis is quite remarkable
and they know how to create solutions to their customers. With the highly efficient team
they formulate different strategies to overcome any problem that comes in their way. Axis
Bank is growing at a rapid pace and it is a big threat to other banks.

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AXIS Bank Ltd.

Industry Analysis:

Below table shows the Industry analysis of the private banks in India:
Bank No. Of
Branches
No. Of
Employees
Business
per
Employee
Profit per
Employee
Capital
Reserves
& Surplus
Interest
Incomes
Deposits Investme
nts
HDFC 3251 69065 8.9 10 42,998.82
41,135.54
367337.48 120951.0
7
ICICI 3539 62065 7.47 14
72,051.71

44178.15 331913.66 177021.8
2
AXIS 2402 37901 12.15 15 37,750.64 30641.16 280944.56 113548.4
3
KOTAK 500+ 11152 6.9 10
11,889.93
8767.12 59072.33 25484.55
IndusInd 573 11502 6.0 9
8,506.30
8253.53 60502.29 21562.95
*Data: Financial Year13

From above data it is clear that Axis Bank is in top three among the major private banks in
India and it is growing at an increasing rate.

19
AXIS Bank Ltd.
No. Of Branches
HDFC
ICICI
AXIS
KOTAK
IndusInd
No. Of Employees
HDFC
ICICI
AXIS
KOTAK
IndusInd
Business per Employee
HDFC
ICICI
AXIS
KOTAK
IndusInd
Profit per Employee
HDFC
ICICI
AXIS
KOTAK
IndusInd

The chart shows the number of branches for the
respective banks.

The chart shows the number of employees
distribution among the banks.

The chart shows the distribution of business per
employee in the private banking industry.

20
AXIS Bank Ltd.
0
50000
100000
150000
200000
250000
300000
350000
400000
HDFC ICICI AXIS KOTAK IndusInd
Deposits
Investments
0.00
10,000.00
20,000.00
30,000.00
40,000.00
50,000.00
60,000.00
70,000.00
80,000.00
HDFC ICICI AXIS KOTAK IndusInd
Capital Reserves & Surplus
Interest Incomes
The chart shows the distribution of the profit per employee in the private banking industry.

The above chart shows the comparison between deposits and investments in the private
banking industry. It represents how each bank is doing in the market.

The above chart shows the financial condition of the major private banks in India. It gives
the overall analysis of the industry.
21
AXIS Bank Ltd.
The above charts show the industry analysis of the major players in the private banking
industry in India.
Organization Business Profile:
Axis Bank Limited is an India-based bank. The Bank provides corporate and retail banking
products. The Company operates in four segments: Treasury segment, which includes
investments in sovereign and corporate debt, equity and mutual funds, trading operations,
derivative trading and foreign exchange operations on the account and for customers and
central funding; Retail Banking, which includes liability products, card services, Internet
banking, automated teller machine (ATM) services, depository, financial advisory services
and Non Resident Indian (NRI) services; Corporate/Wholesale Banking, which includes
corporate relationships not included under Retail Banking, corporate advisory services,
placements and syndication, management of public issue, project appraisals, capital market
related services and cash management services, and Other Banking Business, which include
Para banking activities like third party product distribution and other banking transactions.
Business Banking offers transactional banking services, leveraging upon the Banks network
and technology. Its initiatives focus on procurement of low-cost funds by offering a range of
current account products and cash management solutions across all business segments
covering corporates, institutions, central and state government ministries and undertakings
as well as small and retail business customers. Product offerings of this business segment
aim at providing customised transactional banking solutions to fulfil customers business
requirement. Cross-sell of transactional banking products, product innovation and a
customer-centric approach have succeeded in growing current account balances and
realisation of transaction banking fees. As on 31st March 2013, balances in current accounts
increased by 21.55% and stood at Rs. 48,322 crores compared to Rs. 39,754 crores last year.
On a daily average basis, current accounts balances grew by 4.73% to Rs. 28,698 crores
compared to Rs. 27,403 crores last year. The Bank has been acting as an agency bank for
transacting government business to various central government ministries, departments,
state governments and union territories. The Bank accepts income and other direct taxes
through 406 authorised branches at 225 locations and central excise and service taxes
though 56 authorised branches at 14 locations including e-payments. The Bank also handles
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AXIS Bank Ltd.
the disbursement of civil pension through all its branches and defence pension through 151
authorised branches. In addition, the Bank provides collection and payment services to four
central government ministries/departments and 13 state governments and union
territories. The Bank is associated with 11 state governments towards undertaking
Electronic Benefit Transfer (EBT) projects for disbursement of government benefits (wages
under MGNREGS and Social Security Pension (SSP)) through direct credit to beneficiary bank
accounts under smart card based IT enabled financial inclusion model. The total government
business throughput during the year was Rs. 92,680 crores.
The Bank is a SEBI-registered custodian and offers custodial services to both domestic and
offshore customers. As on 31st March 2013, the Bank held assets worth approximately Rs.
12,511 crores under its custody, registering a growth of 6% over last year.
The Bank sources retail loans through 120 Asset Sales Centres operating out of 96 cities with
standardised appraisal and oversight mechanisms. Retail loans are also originated from
1,183 branches through which one-third of incremental retail loans are currently sourced.
The cards business is an integral part of the Banks retail strategy with ever-increasing
numbers of transactions moving to the electronic mode. The Bank is one of the largest debit
card issuers in the country, with a base of 142.9 lacs, which rose from 124.99 lacs at the end
of last year. With more than a million cards in force, the Bank is now the sixth largest credit
card issuer in the country. The Bank has also emerged as one of the largest acquirers in the
country with an installed base of 2.16 lac point-of-sale terminals. During the year, the Bank
also launched mobile POS.
To Indians living and working overseas, the Bank offers a complete suite of banking and
investment products under its NRI Services. The Bank has 49 branches authorised to issue
Portfolio Investment Scheme (PIS) permissions to NRIs/PIOs who wish to trade in the Indian
secondary markets through registered stock brokers on recognised stock exchanges. To
support the business, the Bank has launched a 24x7 integrated helpdesk for NRI customers
with the facility of toll-free numbers from key geographies. As on 31st March 2013, the
Banks aggregate NRI deposits (Savings + Term Deposits) stood at Rs. 13,104 crores against
Rs. 8,624 crores last year. The Bank also offers products in the area of retail forex and
remittances, including travel currency cards, inward and outward wire transfers, travellers
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AXIS Bank Ltd.
cheques and foreign currency notes, remittance facilities through online portals as well as
through collaboration with correspondent banks, exchange houses and money transfer
operators. The bank continued to have a market leader position in Travel Currency cards
with 11 currency options other than INR being offered. The bank is planning to introduce
two new currency options New Zealand Dollar (NZD) and Thai Baht (THB). Additionally, the
Bank also launched a multi-currency card specifically aimed at corporates and business
travellers. The aggregate load value on Travel Currency Cards crossed USD 3 billion during
the year.
Axis Bank Prive, a business vertical offers private banking solutions to meet the
personalised investment needs of high net worth individuals as well as the corporate
advisory needs of families in business. Axis Bank Prive brings solutions offered by various
business groups (retail and corporate) within the Bank and various group entities under one
integrated platform.
The Bank also distributes third party products such as mutual funds, Bancassurance
products (life and general insurance), online trading and gold coins through its branches.
The Bank is one of the leading banking distributors of mutual funds in India and distributes
mutual fund products of all major asset management companies. These products are sold
through the Banks branch distribution network based on client requirements. The Bank also
distributes life insurance products of Max Life Insurance Company and during the year, it
sold more than 1.86 lac policies with a premium mobilisation of Rs. 790.62 crores. During
the year, the Bank entered into an arrangement with Tata AIG General Insurance Company
Limited to distribute general insurance products. The Bank offers online trading services to
its customers in collaboration with Axis Capital Ltd. (a 100% subsidiary of the Bank) under
the name Axis Direct, an enhanced and simplified Online Trading platform which is now
available to NRI customers. During the year, 148,390 online trading accounts were opened,
taking the total number online trading accounts to 297,069 as on 31st March 2013. The
Bank also sold gold and silver bars to retail and corporate customers under the brand
Mohur through its branches.
During the year, the Bank added 325 branches spread across 279 centres. The Bank added
1,321 ATMs during the year to reach a network size of 11,245 as on 31st March 2013
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AXIS Bank Ltd.
compared to 9,924 ATMs last year. The Bank has deployed 550 Automated Deposit
Machines (for cash deposits into customer accounts) and has extended this facility 24X7 in
certain branches which have integrated self-service lobbies. Besides the ATM network,
internet banking, mobile banking and phone banking have developed as important alternate
channels of the Bank.
In the cash management services (CMS) business, the Bank focuses on offering customised
service to its customer to cater to specific corporate requirements and improve the existing
product line to offer enhanced features to customers. The Bank is also focusing on host-to-
host integration for both collections and payments, such as IT integration between
corporates and the Bank for seamless transactions and information flow. The Bank provides
comprehensive structured MIS reports on a periodic basis, for better accounting and
reporting. CMS continued to constitute an important source of fee income and contributed
significantly to generate low cost funds. The Bank is one of the top CMS providers in the
country with the number of locations covered under CMS increased to 890 from 801 last
year. The number of CMS clients has grown to 15,818 from 11,548 last year. The
international operations of the Bank have generally catered to Indian corporates who have
expanded their business overseas. The overseas network of the Bank currently spans the
major financial hubs in Asia. The Bank now has a foreign network of four branches at
Singapore, Hong Kong, DIFC-Dubai and Colombo (Sri Lanka), and three representative offices
at Shanghai, Dubai and Abu Dhabi, besides strategic alliances with banks and exchange
houses in the Gulf Co-operation Council (GCC) countries. While branches at Singapore, Hong
Kong, DIFC-Dubai and Colombo enable the Bank to partner with Indian corporates doing
business globally and primarily offer corporate banking, trade finance, treasury and risk
management solutions, the Bank also offers retail liability products from its branches at
Hong Kong and Colombo. The representative offices and strategic alliances with banks and
exchange houses in the GCC countries cater to the large Indian diasporas and promote the
Banks NRI products. With management of liquidity being a major challenge in the present
global markets, the Bank consciously restrained its asset growth at the overseas centres to
report an asset size of USD 6.84 billion as at 31st March 2013 vis--vis USD 6.35 billion as at
31st March 2012. Further, interactions are also in progress with China Banking Regulatory
Commission (CBRC) for upgrade of the Shanghai Representative Office into a branch. The
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AXIS Bank Ltd.
Bank has identified agricultural lending as an area of potential growth and offers a diverse
range of lending solutions to the farming clientele and other stakeholders in the agriculture
value chain. Activity and geography specific products and product variants were introduced
to effectively reach out to the various value-chain participants and to meet their credit
requirements. In order to provide a strategic focus to agricultural lending, the Bank has
adopted a cluster-centric approach for agricultural lending in areas where the Bank believes
agriculture is intensive and where a potential market exists. The business architecture for
agriculture business is decentralised with Agriculture Business Centres (ABCs) at various
locations across the country spearheading the business. To increase the focus on unbanked
and under banked areas, 3 new ABCs were formed during the year at Guwahati (Assam),
Bhubaneswar (Odisha) and Patna (Bihar). The branches and agriculture clusters follow a
hub-and-spoke model with branches being the sole touch point for farmers. As of 31st
March 2013, the agriculture business is operated through 759 branches attached to 93
agricultural clusters, which are controlled by 20 ABCs. To achieve the objectives of
increasing the business reach, consistent growth of portfolio and maintaining quality of
assets, business, credit, operations and collections functions in this business are handled
independently.
Apart from lending to farmers, the Bank also actively participates in awareness campaigns
and forming farmers clubs in many of its upcountry branches in co-ordination with National
Bank for Agriculture and Rural Development (NABARD). The Bank allies with reputed
corporates in agro based industries to provide value to the farmers. The Bank will continue
to increase its reach in rural and semi-urban areas by increasing the number of agriculture
clusters and ABCs as per requirement and bring more and more branches under agriculture
lending. As an integral part of society, the Bank is aware of its corporate social
responsibilities and has been engaged in community and social investments. For this
purpose, the Bank has set up a Trust the Axis Bank Foundation (ABF) to channel its
philanthropic initiatives. The Foundation has committed itself to participate in various
socially relevant endeavours with a special focus on providing sustainable livelihoods,
poverty alleviation, education of the underprivileged, healthcare etc. The Bank has decided
to contribute up to one percent of its net profit annually to the Foundation under its CSR
initiatives. The Foundation is constantly engaged in identifying the right target group and
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AXIS Bank Ltd.
ensuring that support reaches the ultimate beneficiary. Presently, the Foundation is running
40 programs across 163 districts in 19 states, targeting 7,27,059 beneficiaries.
The Bank regards financial inclusion not merely as a corporate social responsibility initiative
but as an integral component of its rural strategy. The financial inclusion initiatives of the
Bank are aimed at enabling customers in rural markets to use formal banking channels for
their banking needs such as savings, payments, credit and insurance. Apart from savings,
payments are the major requirement of such customers due to migration of workforce. The
Bank offers no-frills accounts, tailor-made fixed deposits and recurring deposit products to
meet the savings requirements of customers. As on 31st March 2013, the Bank had opened
61.61 lac no-frills accounts covering 42,338 villages.
The Bank has been in the forefront of several innovations in this space. It has tied-up with
leading telecom companies to provide savings and remittance facilities using the mobile
phone and their distribution outlets in key domestic payment corridors. The Bank is also a
leading player in the remittance market, enabling migrant workers in urban areas remit
money to their families in the hinterland. The Bank endeavours to meet the entire set of
financial needs of its customers, including micro-lending, Chhota-deposits and micro-
insurance (under life and general insurance categories).
The Bank also actively participates in electronic/direct benefit transfer for disbursal of
benefits under various government schemes using smart cards and biometric authentication
technology. The Bank has made significant investments in technology, and is integrated with
the Aadhar platform through NPCI to enable transfer of Aadhar based social welfare
benefits. The Bank has launched several programmes to deliver micro-loans to rural
customers through its business correspondents in Tamil Nadu, Bihar and Madhya Pradesh. It
has also tied up with leading corporates to deliver credit to their end consumers through
their rural supply chain partners.
Technology is one of the key enablers for business and for delivering customised financial
solutions. The Bank continued to focus on introducing innovative banking services through
investments in scalable, robust and function-rich technology platforms to enable delivery of
efficient and seamless services across multiple channels for customer convenience and cost
reduction. The Bank has also focused on improving the governance process in IT. During the
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AXIS Bank Ltd.
year, the Bank has received certification of ISO 27001:2005 by BSI (ANAB accredited) for
complying with the standards of Information Security Management System for its data
centres located in Navi Mumbai and Bengaluru. The Bank has also successfully completed
migration of its data centre to a co-hosted location during the year. The new premises offer
a category IV data center that complies with the highest benchmarking standards applicable
to data centres promising built-in redundancy of infrastructure. A robust Project
Management framework is used to ensure that investments in IT are based on good gate-
keeping principles and result in appropriate payback in value terms.
The Bank has made significant progress in implementing the recommendations of the RBI
Working Group issued in April 2011 on Information Security, Electronic Banking, Technology
Risk Management and Cyber Frauds. The Bank is committed to implementing the
recommendations on the various subject areas indicated in the guidelines. The broad
measures taken in respect of the various areas included conducting a detailed gap analysis
to implement the controls/suggestions contained in the guidelines, examining each
recommendation closely and taking decisions either to acquire a solution or implement
procedural controls. The Bank has put in place the appropriate organisational framework as
recommended in the guidelines. Several information security solutions have either been
implemented or finalised for implementation to protect customer data, prevent external
attacks as well as strengthening internal controls. Policies and procedures of the Bank have
also been reviewed and suitably modified. The progress in each area of the
recommendations has been closely monitored by the top management and the status of
implementation has been reported to the Board and RBI at regular intervals.

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AXIS Bank Ltd.

SWOT Analysis of Company:
Here is a SWOT of Axis Bank One of the fastest growing banks in India.
Strengths
Axis bank has been given the rating as one of top three positions in terms of fastest
growth in private sector banks
Financial express has given number two position and BT-KPMG has rated AXIS bank
as the best bank with some 26 parameters
The bank has a network of 1,493 domestic branches and 8,324 ATMs
The bank has its presence in 971 cities and towns
The banks financial positions grows at a rate of 20% every year which is a major
positive sign for any bank
The companys net profit is Q3FY12 is 1,102.27 which has a increase of 25.19%
growth compared to 2011.
Weaknesses
Gaps Majorly they concentrated in corporate, wholesale banking, treasury services,
retail banking
Foreign branches constitute only 8% of total assets
Very recently the bank started focusing its attention towards personal banking and
rural areas
The share rates of AXIS bank is constantly fluctuating in higher margins which makes
investors in an uncomfortable position most of the time
There are lot of financial product gaps in terms of performance as well as reaching
out to the customer
There are many fraudulent activities involved in credit cards as the banks process
credit card approval even without verification of original documents
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AXIS Bank Ltd.
Their financial consultants are not wise enough to guide the customers towards right
investments
Customer service has to improve a lot in order to be in race with other major
players.
Opportunities
Acquisitions to fill gap
In 2009, Alliance with Motilal Oswal for online trading for 10 million customers
In 2010, acquired Enam Securities Pvt Ltd broking and investment banking
In Sep 2009, SEBI approved Axis Asset Management Co. for mutual fund business
No. of e-transactions increased from 0.7 million to around 2 million
Geographical expansion to rural market 80% of them have no access to formal
lending
46% use informal lending channels.
24% unregulated money lenders
Now number of branches increased to 1493 from 339.
Last quarter there were 48 new branches opened across the Nation
Since its a new age banking there are lot of opportunities to have the advance
technicalities in banking solutions compared to existing major players
The assets in their international operations are growing at a very faster pace with a
growth rate of 9%.
The concept of ETM (Everywhere teller machine) by AXIS Bank had a good response
in terms of attracting new customers in personal banking segment.
Threats
Since 2009, RBI has increased CRR by 100 basis points
Increased repo rate reverse repo rate by 50 points 11 times of late
Increasing popularity of QIPs due to ease in fund raising
RBI allowed foreign banks to invest up to 74% in Indian banking
Government schemes are most often serviced only by govern banks like SBI ,Indian
Banks, Punjab National Bank etc
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AXIS Bank Ltd.
ICICI and HDFC are imposing strong threats in terms of their expansion in customer
base by their aggressive marketing strategies.

THE PROBLEM ON HAND
Introduction:
The problem on hand refers to the various problems faced by the organization or more
specifically by the branch of Axis Bank in their day to day business hours and processing. It
talks about the general issues related to query handling and service requests. Apart from it
the main concern for an operation department are the various operational work to be done
on timely basis. Apart from that maintaining the consistency in the performance by every
employee or within the team should be the primary task and reaching their objectives by
fulfilling the targets is an challenging task for all within the whole branch. Various tasks/jobs
are assigned to each employee and every employee should know what responsibility they
are carrying and how it should be converted on a proper basis. Customer service, which is
an integral part of a bank, where every customer should be served at the right moment so
that no requests, issues and queries is left behind. Thus these are the certain obstacles or
rather a challenging job that an employee faces in their daily business hours.
Problem Area Identification:
The various problem areas that are identified are:
Customer awareness regarding certain operational works lacks, its the duty of an
employee to look after these matter and also to aware people about various ways so
that customer should not face any problem.
Technological problem, like failures in the network, system processing is slow,
upgrading of system is not done which results in slow work process.
Lack of interest by some of the employee towards their jobs/responsibility.
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AXIS Bank Ltd.
Some of the employees are not clear with the types of products bank is providing,
half-knowledge. And the product which are known, that products features are not
described properly by the some of the employees.
Calling and pitching to the lead customers are not done on an regularly business
which affects the targets which also results in reaching the overall objective of the
branch business.
Too much work pressure which affects the performance of an employee.
Apart from that customer requests are not completed on a single day, it is extended
to some more days.

Description of the Task/ Job:
Within a branch of the bank, there are various types of task/jobs are assigned to an
individual (employees) like:
implementing the delivery of sales strategies and targets and motivating employees
to meet these;
establishing and maintaining effective relationships with new and existing
customers, establishing their needs and advising on the suitability of services;
visiting business customers and attending meetings and conferences with them and
other professionals;
managing and supporting staff and facilitating appropriate continuing professional
development (CPD);
communicating, implementing and monitoring compliance with corporate standards
and procedures;
processing data to produce accurate facts, figures and reports;
evaluating new and renewal lending proposals, negotiating terms with customers
and, where appropriate, submitting proposals to the credit department for approval;
checking accounts and initiating action if they are overdrawn without arrangement
or are in excess of agreed arrangements;
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AXIS Bank Ltd.
assuming overall accountability for products and services, such as consumer lending,
current account transactions, unsecured loans, overdrafts, credit cards and personal
loans;
networking with appropriate professionals;
Representing the bank within the wider community.

Detailed Analysis of the Task/Services:
The operational job within branch banking is a labour work where one has to put time and
value to complete each and every task assigned to them. From transaction to sales, each
and every employee has to perform on an effective note. The various analysis of task are
mentioned as:
Cheque Drop Box Facility
RBI's Committee on Procedures and Performance Audit on Public Services has
recommended that both the drop box facility and the facility for acknowledgement of the
cheques at the regular collection counters should be available to customers and no branch
should refuse to give an acknowledgement if the customer tenders the cheques atthe
counters.
Issue of Cheque Books:
The Committee has observed that some banks do not allow depositors to collect their
cheque book at the branch but insist on dispatching the cheque book by courier to the
depositor. Further, it is stated by the Committee that the depositor is forced to sign a
declaration that a despatch by the courier is at the depositor's risk and consequence and
that the depositor shall not hold the bank liable in any manner whatsoever in respect of
such despatch of cheque book. Committee has observed this as an unfair practice and
advised banks to refrain from obtaining such undertakings from depositors. Banks should
also ensure that cheque books are delivered over the counters on request to the depositors
or his authorized representative.
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AXIS Bank Ltd.
Statement of Accounts / Pass Books:
The Committee has noted that banks invariably show the entries in depositors passbooks
/statement of accounts as "By Clearing" or "By Cheque". Further, in the case of Electronic
Clearing System (ECS) and RBI Electronic Funds Transfer (RBIEFTR) banks invariably do not
provide any details even though brief particulars of the remittance are provided to the
receiving bank. In some cases computerized entries use sophisticated codes which just
cannot be deciphered. With a view to avoiding inconvenience to depositors, banks are
advised to avoid such inscrutable entries in passbooks statements of account and ensure
that brief, intelligible particulars are invariably entered in passbooks / statements of
account. Banks may also ensure that they adhere to the monthly periodicity prescribed by
us while sending statement of accounts. The case of Electronic Clearing System (ECS) and
RBI Electronic Funds Transfer (RBIEFTR) banks invariably do not provide any details even
though brief particulars of the remittance are provided to the receiving bank. In some cases
computerized entries use sophisticated codes which just cannot be deciphered. With a view
to avoiding inconvenience to depositors, banks are advised to avoid such inscrutable entries
in passbooks statements of account and ensure that brief, intelligible particulars are
invariably entered in passbooks / statements of account. Banks may also ensure that they
adhere to the monthly periodicity prescribed by us while sending statement of accounts.
Traditional banking activities
Banks act as payment agents by conducting checking or current accounts for customers,
paying cheques drawn by customers on the bank, and collecting cheques deposited to
customers' current accounts. Banks also enable customer payments via other payment
methods such as telegraphic transfer, EFTPOS, and ATM. Banks borrow money by accepting
funds deposited on current accounts, by accepting term deposits, and by issuing debt
securities such as bank notes and bonds. Banks lend money by making advances to
customers on current accounts, by making instalment loans, and by investing in marketable
debt securities and other forms of money lending. Banks provide almost all payment
services, and a bank account is considered indispensable by most businesses, individuals
and governments. Non-banks that provide payment services such as remittance companies
are not normally considered an adequate substitute for having a bank account. Banks
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AXIS Bank Ltd.
borrow most funds from households and non-financial businesses, and lend most funds to
households and non-financial businesses, but non-bank lenders provide a significant and in
many cases adequate substitute for bank loans, and money market funds, cash
management trusts and other non-bank financial institutions in many cases provide an
adequate substitute to banks for lending savings to

Accounting for bank accounts
Bank statements are accounting records produced by banks under the various accounting
standards of the world. Under GAAP and IFRS there are two kinds of accounts: debit and
credit. Credit accounts are Revenue, Equity and Liabilities. Debit Accounts are Assets and
Expenses. This means you credit a credit account to increase its balance, and you debit a
debit account to increase its balance. This also means you debit your savings account every
time you deposit money into it (and the account is normally in deficit), while you credit your
credit card account every time you spend money from it (and the account is normally in
credit).However, if you read your bank statement, it will say the oppositethat you credit
your account when you deposit money, and you debit it when you withdraw funds. If you
have cash in your account, you have a positive (or credit) balance; if you are overdrawn, you
have a negative (or deficit) balance. The reason for this is that the bank, and not you, has
produced the bank statement. Your savings might be your assets, but the bank's liability, so
they are credit accounts (which should have a positive balance).Conversely, your loans are
your liabilities but the bank's assets, so they are debit accounts (which should have a also
have a positive balance).Where bank transactions, balances, credits and debits are
discussed below, they are done so from the viewpoint of the accountholderwhich is
traditionally what most people are used to seeing.
Economic functions
Issue of money- in the form of bank notes and current accounts subject to cheque or
payment at the customer's order. These claims on banks can act as money because they are
negotiable and/or repayable on demand, and hence valued at par. They are effectively
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AXIS Bank Ltd.
transferable by mere delivery, in the case of banknotes, or by drawing a cheque that the
payee may bank or cash.
Netting and settlement of payments banks act as both collection and paying agents for
customers, participating in interbank clearing and settlement systems to collect, present, be
presented with, and pay payment instruments. This enables banks to economies on reserves
held for settlement of payments, since inward and outward payments offset each other. It
also enables the offsetting of payment flows between geographical areas, reducing the cost
of settlement between them.
Credit intermediation banks borrow and lend back-to-back on their own account as
middle men
Credit quality improvement banks lend money to ordinary commercial and personal
borrowers (ordinary credit quality), but are high quality borrowers. The improvement comes
from diversification of the bank's assets and capital which provides a buffer to absorb losses
without defaulting on its obligations. However, banknotes and deposits are generally
unsecured; if the bank gets into difficulty and pledges assets as security, to raise the funding
it needs to continue to operate, this puts the note holders and depositors in an
economically subordinated position.
Maturity Transformation banks borrow more on demand debt and short term debt, but
provide more long term loans. In other words, they borrow short and lend long. With a
stronger credit quality than most other borrowers, banks can do this by aggregating issues
(e.g. accepting deposits and issuing banknotes) and redemptions (e.g. withdrawals and
redemptions of banknotes), maintaining reserves of cash, investing in marketable securities
that can be readily converted to cash if needed, and raising replacement funding as needed
from various sources (e.g. wholesale cash markets and securities markets).
Banking channels
Banks offer many different channels to access their banking and other services:
A branch, banking centre or financial centre is a retail location where a bank or financial
institution offers a wide array of face-to-face service to its customers.
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AXIS Bank Ltd.
ATM is a computerized telecommunications device that provides a financial institution's
customers a method of financial transactions in a public space without the need for a
human clerk or bank teller. Most banks now have more ATMs than branches, and ATMs are
providing a wider range of services to a wider range of users. For example in Hong Kong,
most ATMs enable anyone to deposit cash to any customer of the bank's account by feeding
in the notes and entering the account number to be credited. Also, most ATMs enable card
holders from other banks to get their account balance and withdraw cash, even if the card is
issued by a foreign bank.
Mail is part of the postal system which itself is a system where in written documents
typically enclosed in envelopes, and also small packages containing other matter, are
delivered to destinations around the world. This can be used to deposit cheques and to send
orders to the bank to pay money to third parties. Banks also normally use mail to deliver
periodic account statements to customers.
Telephone banking is a service provided by a financial institution which allows its
customers to perform transactions over the telephone. This normally includes bill payments
for bills from major billers (e.g. for electricity).
Online banking is a term used for performing transactions, payments etc. over the Internet
through a bank, credit union or building society's secure website.
Mobile banking is a method of using one's mobile phone to conduct simple banking
transactions by remotely linking into a banking network.
Video banking is a term used for performing banking transactions or professional banking
consultations via a remote video and audio connection. Video banking can be performed via
purpose built banking transaction machines.

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AXIS Bank Ltd.
LEARNING OUTCOME:

The learning outcomes that I got while working in the branch of Axis Bank Ltd., was the
practical feel to the corporate world and how it works in the market. In my two months
summer internship program i got to know about various features of banking operational
jobs and products which are as followed under:
Have got the knowledge of the banking liability products, learned all aspects of KYC
norms including documents, field verification, background check etc. for all types of
liability accounts.
Awareness of Cheque Clearing cycle outward, making aware of cheque clearing cycle
inward, familiarizing RTGS concepts (Real Time Gross Settlement); Familiarizing NEFT
(National Electronic Fund Transfer) concept, batch awareness, ECS (Electronic
Clearing System).
Within the bank transfers i.e. Preparing of PO/DD, printing of passbooks/
statements.
Retail Forex Concepts like Travel Currency Card and Inward/outward remittances.
Loan against FD/RD/NSC: Documentations and process.
NRI: Documentation/Accounts of NRI, PIO, Foreign National/ Related Transactions.
Sales & Lead generation method, meeting customers with the BSM & BDEs, Market
mapping.
Query Handling: Handling queries, resolving them as per TAT (Turn-around-time),
ensuring solutions to customers. Customer complaints e.g.:- DD, Cheque book, stop
payments. Nominations, locker operations, ATM related query, mobile and internet
banking, Fixed Deposits, renewal of account, closure of an account, transfer of an
account, etc.
Priority Banking: Documentations, priority account operations, handling priority
customers.
DEMAT: Processing of an Account opening form of DEMAT, Delivery instructions,
Market and Off market Trading, Demat/Remat, online trading.
Trade FOREX: Import/ Exports, remittances, FEMA regulations, Types of software for
processing the transaction.
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AXIS Bank Ltd.
Cross Selling of various products such as IPG products: Life Insurance, General
Insurance, Gold, Mutual Funds. RAC products: Car loans, Loan against Property.
FINACLE options, various software and banking applications such as Telesmart, ETS,
Dashboards, Axis Business Reports, etc.

CONCLUDING REMARKS
Gains from the Project
During my two month SIP (Summer Internship Project), I get to know all about branch
banking and how it works. The operational job/task each one has to imply. The ways to
interact with the customers, creating leads and converting them into a business. Get to
know about various banking applications and software like FINACLE, Telesmart, etc. It
was quite beneficial in terms of knowing customer behaviour along with learned how to
handle customers and provide service. Got to know about the profile of the company,
what business it is involved in, what are the products they are offering to the customers.
Even got to know what the financial stability of the company is and how well it is doing
in the market.

39
AXIS Bank Ltd.
CONCLUSION

The study mainly was based on the overall operational work done in a branch of an
Axis Bank and also it focuses on the customer orientation that how they think, what
they want from their banks.
In this study I found that the bond of Axis Bank with its customers is very strong,
because Axis Bank mainly focuses on retaining their customers.
This study also reveals that however Axis Bank is not the leading private sector bank
but its vast range of products and availability of options make it one of the better
banks in India.
The bank should focus more on the semi-urban and rural markets because these
markets are very good opportunity for someone like Axis Bank which is in its growing
phase.
Axis Bank Ltd. is the best in the customer service and to be on the top it should keep
its consistency on this part.
The capital structure of Axis Bank Ltd shows growth in the business for the present
quarter and with effective products and services the bank can be on the top keeping
aside other competitor in the private banking industry in India.
From the study I got to know about the present scenario of the bank in terms of
business per employee and profitability per employee was more than the other
major banks in the same genre.
Thus it is concluded that Axis Bank Ltd is one of the best player in the market
providing extensive customer service and it is filling the gaps at an increasing pace.

40
AXIS Bank Ltd.
BIBLIOGRAPHY:

www.axisbank.com
www.wikipedia.com
www.moneycontrol.com
www.ndtvprofit.com
Axis Bank Manual: Swagat
Axis Bank Training Manual (Provided from Institute)

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Jaipuria Institute of Management, Lucknow

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