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Introduction This is an overall study of the organization of American Express Bank Ltd.

where its working environment and various policies and practice are studied. Objectives:

The study has undertaken to get an exposure of actual working environment in an organization. The main objective of the study is to familiarize with the frame work and method of organization working.

To know how AMEX works and method adopted.

To know the employee and employer relationship and co-ordination.

To show up the different product range of AMEX.

To know the overall development of AMEX. Methodology: Conducting personal interview with all the functional manager departmental head and sales executives. Collect the various data required to the study. Manuals and reports of the company constituted the source of secondary data.
Limitation: The following limitation of this internship report:

The study is limited to the study of whole organization and not on specific department.

This study is only subject to an organization and not consist the whole market.

The study is time bound and would be applicable to current scenario

It is assumed that the information provided by the company is corrected and reference is drawn accordingly.

City College Dept. of Management Studies 2 INDUSTRY PROFILE HISTORY OF BANKING IN INDIA Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors.

For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of India's growth process. The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalisation of 14 major private banks of India. Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days when the most efficient bank transferred money from one branch to other in two days. Now it is simple as instant messaging or dial a pizza. Money have become the order of the day. The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. They are as mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalisation of Indian Banks and up to 1991 prior to Indian banking sector Reforms.

New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase III
Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks, mostly Europeans shareholders. In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935. During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To

streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. During those days public has lesser confidence in the banks. As an aftermath deposit mobilisation was slow. Abreast of it the savings bank facility provided by the Postal department was comparatively safer. Moreover, funds were largely given to traders
Phase II

Government took major steps in this Indian Banking Sector Reform after independence. In 1955, it nationalised Imperial Bank of India with extensive banking facilities on a large scale especially in rural and semi-urban areas. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19th July, 1969, major process of nationalisation was carried out. It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country were nationalised. Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government ownership The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country:

1949 : Enactment of Banking Regulation Act.

1955 : Nationalisation of State Bank of India.

1959 : Nationalisation of SBI subsidiaries.

1961 : Insurance cover extended to deposits.

1969 : Nationalisation of 14 major banks.

1971 : Creation of credit guarantee corporation.

1975 : Creation of regional rural banks.

1980 : Nationalisation of seven banks with deposits over 200 crore. After the nationalisation of banks, the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions.
Phase III

This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. The financial system of India has shown a great deal of resilience. It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the capital account is not yet fully convertible, and banks and their customers have limited foreign exchange exposure.4
AMERICAN EXPRESS BANK Ltd. INTRODUCTION

American Express Bank has presence in over 150 countries. It is a diversified travel and financial services company. Established in 1850 in New York, American Express Company was among the first and most successful express delivery businesses to arise during the rapid westward expansion of the United States. American Express India was established in 1921 providing high quality travel and financial services. American Express in India is the largest company to have wide network of travel locations in the country. American Express Travels has entered into a Memorandum of Understanding (MoU) with Department of Post to enable the designated Speed Post offices in distributing and encashing American Express Travelers Cheques. American Express Travelers Cheques are available in the following currencies:

Australian Dollar

Canadian Dollar

Euro

Japanese Yen Saudi Riyal

South African Rand

Swiss Franc

Pound Sterling

US Dollar
HISTORY

Since its founding in 1850, American Express has conducted business according to several guiding principles that over the years have become inextricably linked with the companys brand, products, services and perhaps most notably its people. Generations before the phrase company values entered the corporate lexicon; American Express employees across the organization were demonstrating the same core principles upheld by the company today. American Express operates in over130 countries around the globe. Established in 1850 in New York City, American Express Company was among the first and most successful express delivery businesses to arise during the rapid westward expansion of the United States. The history of American Express is a fascinating one, filled with interested and sometimes quirky characters that through a combination of brains, perseverance and luck shaped the companys development during the past century and a half. The express company that forwarded freight and valuables evolved into a company that created and sold financial products like money orders and travelers cheques. Following an era of international expansion, the company became an entity perhaps best known for its charge card. Today, American Express is a global payments company. The attributes that today are the hallmarks of the American Express brand trust, integrity, and security, quality, and customer service -- all have their roots in this compelling story. In this history, as well, are the genesis and development of the company's aspiration to become the world's most respected service brand.
AMERICAN EXPRESS BANK IN INDIA

American Express Bank is a diversified travel and financial services company. It was founded in the year 1850. American Express Travelers cell is the world leader. American Express India was established in 1921 providing high quality travel and financial services. American Express in India is the largest company to have wide network of travel locations in the country. American Express Card division also tops upon other credit card issuer. American Express Credit Cards in India is of basic two varieties, namely International Gold Amx Card and International Green Amx Card.

American Express Credit Cards Criteria for availing American Express Gold and Green Cards are as follows:
Card Type Public Ltd Income(Rs) Self Employed Income(Rs) Salaried Income(Rs)

International Gold Amex Card 150000 150000 150000 International Green Amex Card 72000 72000 72000

American Express in India has also launched Tata Finance American Express Credit Card with Tata Finance Limited which is globally accepted on the American Express global merchant network. This card is both issued and serviced by Tata Finance Limited and carries an American Express Blue Box logo at the bottom. The American Express India Card Members enjoy discounts of 3% to 7% on airline tickets, convenience of booking tickets over the phone and 40% discounts on overseas hotels rates.
American Express Travelers

Being the best in the world, and American Express India having the largest network of travel locations in the country, American Express Travels has also entered into a Memorandum of Understanding (MoU) with Department of Post. This arrangement enables the designated Speed Post offices in distributing and encashing American Express Travelers Cheques. American Express Online American Express is online in the maximum countries out of over 130 countries it has services. The URL of American Express India is as under: www.americanexpress.com/india Some of the following services can obtained online

View your Amex Card account statement online

Register to manage your Amex Card account online

View your American Express Rewards Points Reset your Amx Card account password

Update your Personal Amex Card information

Order your promotional material

Apply to accept the Amx Card


AREA OF BUSINESS
SMALL BUSINESS

Apply for Cards & Financing


CORPORATIONS

Apply for a Corporate Card Corporate Card

Business Travel
MERCHANTS

Accept the card Manage your Merchant Account


PERSONAL PERSONAL CARDS

Apply for a Card

Membership Rewards

Benefits Shopping

Gift Cards
TRAVEL

Flights

Hotels

Cars

Cruises

Vacations

Last Minute Deals

Travelers Cheque Cards

PRODUCTS & SERVICES INVESTMENT PRODUCTS

We offer a full range of investment products and the highest standard in investment management. The Private Bank has the flexibility to choose world-class sub-advisors and investment managers from the world's leading asset management and specialty fund managers. FOREIGN EXCHANGE & TREASURY Around-the-clock trading of an extensive range of foreign exchange products, including spot trading, options, derivatives and forward contracts, with particular expertise in non-G7 currencies. American Express Bank has trading centers in Hong Kong, Singapore, London and New York. CREDIT AVAILABILITY Secured loans to provide short-term liquidity without disrupting your long-term investment positions, or to increase your exposures for yield enhancement. You can leverage your assets in one jurisdiction for use in another, or your personal assets for your business. Preapproved loan margins are in place for a wide range of assets. People can call for the specific loan-to-value percentage for each product.

FIDUCIARY SERVICES

Legal structures to protect your assets ensure your wishes are carried out and secure the future for you and your family. Fiduciary specialists are available in Europe, Asia and the Americas to advise you on the structures that will provide protection and accomplish your objectives.
INSURANCE

Insurance can provide liquidity at a critical moment, continuity in your business should you become disabled, and the maximum number of choices for your heirs. Policies are issued by established external insurance carriers selected on a region-by- region basis. CHOICE OF JURIDICTION The Private Bank has offices in all of the major offshore private banking locations. American Express Private Bank offers access to a wide range of investment products and services that can help you protect and build your wealth, regardless of your financial objectives. SIGNATURE PORTFOLIOS For individual and institutional investors with $1 million or more, Signature Portfolios offer professional management and a choice of fixed income, equity or balanced orientation.

US Conservative Fixed Income

US Moderate Fixed Income

Euro Fixed Income

Global Fixed Income Global Equities

US Equities

US Mid Cap Equities

US Large Cap Equities

Japanese Equities

European Equities DISCRETIONARY PORTFOLIOS These investments are designed for clients who want globally diversified portfolios with professional management of asset allocation and underlying products.
CASH PLUS

Cash Plus Conservative

Cash Plus Moderate

Cash Plus Moderate Euro

Cash Plus Growth BALANCED ENHANCED

Enhanced Global Conservative

Enhanced Global Moderate

Enhanced European Moderate

Enhanced Global Aggressive TRADITIONAL

Traditional Global Conservative

Traditional Global Moderate

Traditional European Moderate

Traditional Asian Moderate


FOCUSED EQUITIES

Focused Global Equities

Focused Asia Ex-Japan Equities

Focused US Equities

Focused Emerging Markets Equities MUTUAL FUNDS American Express FundsWorld folio, American ExpressInstitutional and World Express Funds offer a broad range of mutual funds designed to meet individual risk tolerance and time horizon preferences.

PRIVATE BANKER

Your Private Banker can marshal resources on your behalf and craft solutions to your individual requirements. Wherever the need may arise, you can have access to the worldwide capabilities and services of the American Express Company, a global leader in financial services, travel, and credit and charge cards. The original card that set the standard for prestige and exclusivity, the Platinum Card is offered to private banking clients at no annual fee with qualifying balances. Automatic credit card bill payments can also be arranged through your Private Banker. Travelers Cheques are available in most currencies, including the Euro, and can be purchased through your Private Banker. The Private Bank has an extensive global network that has grown and developed throughout the years to meet the needs of our clients. American Express Bank currently has 75 offices in 38 countries around the world.

WEALTH MANAGEMENT American Express Private Bank offers a range of wealth management services designed to meet your unique needs.

Protecting Your Wealth

Building Your Wealth

Providing for Future Generations DEPOSITS Traditional and innovative deposit and deposit-alternative products can help you meet your needs for liquidity and capital. American Express Premium Deposits, available in most locations in U.S. dollars and Euro, offer an alternative to bank deposits and are particularly suited to investors who want both security and a competitive rate. These non-bank deposits are available in terms of 1, 2, 3, 6 or 12 months with competitive rates relative to the London Interbank Rate, fixed for the term of the deposit.

Our investment management solutions are designed to grow your assets while you achieve your unique financial objectives.

Maximum flexibility and access to nearly all the major worldwide asset classes characterize the Private Bank's family of mutual funds. Portfolio management by investment professionals who are among the best in their industry.

Discretionary portfolios for investors who want globally diversified portfolios and prefer professional management of their asset allocation and fund selection.

Alternative investment solutions for sophisticated investors.

Ideas and information that synthesize research from within and outside of American Express to assist you in making your investment choices.
OTHER SERVICES Your substantial assets require complex estate planning to ensure that your wealth is protected and managed for your benefit and for the benefit of future generations. A variety of structures to choose from, including trusts and private investment companies, depending on your individual circumstances. Expert advice to meet your needs for estate planning, tax minimization, confidentiality, and management continuity and centralization. A choice of jurisdictions for the most convenient and advantageous location.

ACTIVITIES

The American Express Bank India

offers cards to meet every requirement

of their clients. The American Express Card division stands at the top of all other credit card issuer. American Express Credit Cards in India is of two varieties- 1. International Gold Amex Card 2. International Green Amex Card The American Express India Card members enjoy discounts of 3% to 7% on airline tickets, convenience of booking tickets over the phone and 40% discounts on overseas hotel rates. The American Express Bank India provides a wide range of cards like the American Express E-Credit Card, American Express Credit Card, American Express Gold Credit Card, American Express Card, American Express Gold Card, American Express Platinum Card, MTNL American Express Credit Card, India Today Group American Express Credit Card, Indian Airlines American Express Green Card, Indian Airlines American Express Gold Card, Indian Medical Association (IMA) American Express Credit Card for medical professionals and The Institute of Cost and Works Accountants of India (ICWAI) American Express Credit Card for Cost and Work accountants The other noteworthy services offered by the American Express Bank India are the issue of the American Express Travelers Cheques which is recognized globally and are safer to handle than cash. American Express Travelers Cheques are replaced worldwide within 24

hours in case of lost or theft. They are available in a variety of currencies like the Australian Dollar, Canadian Dollar, Euro, Japanese Yen, Saudi Riyal, South African Rand, Swiss Franc, Pound Sterling and US Dollar.

The American Express Bank India also provides personal banking services like Savings, Current and Term Deposit Accounts, Personal Loans and Investment Services.

The American Express Bank India with Tata Finance Limited has launched Tata Finance American Express Credit Card.

VISION, MISSION & OBJECTIVES VISION To become the world's most respected service brand.

.MISSION

A logical extension of the Vision Statement is the Mission of the Bank, which is to gain market recognition in the chosen areas.

To build sizeable markets share in each of the chosen areas of business through effective strategies in terms of pricing, product packaging and promoting the product in the market.

To promote confidence and commitment among the staff members, to address the expectations of the customers efficiently and handle technology banking with ease .
OBJECTIVES

Customer privacy

Customer confidentiality

Security of customer data

Customer satisfaction

Providing high quality services & products

PEOPLE BEHIND AMEX

American Express was founded in 1850 by Henry Wells, William Fargo, and John Butterfield as an express business. In 1882, American Express launched its money order business to compete with the US Post Office's money orders. This product quickly spread to Europe where no such financial product existed. Sometime between 1888 and 1890, J. C.

Fargo took a trip to Europe and returned frustrated and infuriated. American Express India was established in 1921 providing high quality travel and financial services. American Express in India is the largest company to have wide network of travel locations in the country. American Express Travels has entered into a Memorandum of Understanding (MoU) with Department of Post to enable the designated Speed Post offices in distributing and encashing American Express Travelers Cheques. W. Richard Holmes has been elected chairman of American Express Bank, Ltd., (AEB) American Express Company's international banking subsidiary, based in New York. He adds this title to his current one of chief executive officer of AEB, a role he assumed in June, 2000. As chairman, he succeeds James Cracchiolo, who has stepped down as chairman of AEB to work full-time with the Company to complete the spin- off of American Express Financial Advisors (AEFA). William J. Blomquist, currently managing director and head of AEB's Financial Institutions Group, and Sergio J. Masvidal, currently managing director and head of AEB's Private Bank, were elected Vice Chairmen. Holmes, 52, became president and chief executive officer of AEB in 2000. He joined American Express in 1996 as managing Director and head of Worldwide Private Banking, leading that unit through a period of significant expansion. Holmes has more than 20 years experience in international banking, having served in various positions at Wells Fargo Bank and at Bank of America. From 1993 to 1996 he was an executive vice president and head of Bank of America's Private Bank. He began his professional career with the accounting firm of Peat, Marwick & Mitchell in 1974. He holds a bachelor's degree in Economics from St. Johns College, Cambridge University in England in 1974 and a master's degree in economics, also from St. Johns. He is also a Fellow of the Institute of Chartered Accountants in England and Wales and co-chairman of the International Private Banking Council.

William J. Blomquist, a 35-year veteran of American Express Bank, was appointed managing director and head of the Financial Institutions Group in 1995. He had been managing director and regional executive in charge of Europe, Middle East, and Africa, from 1990-1995. Prior to that, he held wide-ranging senior management roles in Switzerland, Asia, and the Middle East.

Sergio Masvidal was appointed managing director and Head of the Global Private Bank, based in Miami, Florida, in 2000. He joined AEB in 1987 as general manager of American Express Bank International, the private banking arm of AEB. In 1992, he became president of AEBI and in 1996 he became Latin American region head for the Private Bank. He has more than 30 years of experience in the banking industry.
BOARD OF DIRECTORS Daniel F. Akerson Managing Director, The Carlyle Group

Charlene Barshefsky Senior International Partner, Wilmer Cutler Pickering Hale and Dorr LLP Ursula M. Burns Senior Corporate Vice President and President of Business Group Operations, Xerox Corporation Kenneth I. Chenault Chairman and Chief Executive Officer, American Express Company Peter Chernin President and COO, News Corporation Vernon E. Jordan Jr. Senior Managing Director, Lazard Freres & Co. LLC Jan Leschly Chairman and Chief Executive Officer, Care Capital LLC Richard C. Levin President, Yale University Richard A. McGinn Partner, RRE Ventures Edward D. Miller Former President and Chief Executive Officer, AXA Financial, Inc. Frank P. Popoff Chairman, Chemical Financial Corporation Steven S Reinemund Former Chairman and Chief Executive Officer, PepsiCo, Inc. Robert D. Walter

Chairman and Chief Executive Officer, Cardinal Health, Inc. Ronald A. Williams Chairman, Chief Executive Officer and President, Aetna, Inc

POLICIES Some of the policies of AMEX are as following: FAIR PRACTICES CODE FOR CREDIT CARD OPERATIONS

American Express Bank Ltd. (hereinafter referred to the Bank) has a reputation for customer service and sound compliance. The Bank has various policies and procedures that govern its business activities and operations. Further, the Bank has compliance and other internal programs designed to ensure compliance with laws and regulations of countries where it does business. This Fair Practice Code (hereinafter referred to as the Code) for credit card operations is designed to guide and demonstrate the Banks commitment to fair and ethical management of its business activities operations related to issuance of cards, customer service and other related activities.

COMPLIANCE WITH THE CODE

This is a non-statutory code and the Bank shall take efforts to adhere to it during normal operating environment. The Bank shall not be held responsible for non- compliance due to force majored conditions and other reasons for which the Bank enjoys privilege and right over the code. This code does not in anyway prevent the Bank from exercising its rights and discharging its duties and obligations under law, regulations, agreement, terms and conditions, etc. in force and varied from time to time.

OPERATING PRINCIPLES

We must provide a superior value proposition to our Customers

We must achieve Best-in-Class Economics

Everything we do should support the American Express Brand. BUSINESS ETHICS The Bank and its employees shall ensure that ethical conduct shall permeate all our business dealings and relationships.

In a rapidly evolving credit card business, the Bank and its employees shall ensure ethical conduct in offering products and services, business activities, operations and customer services. The Bank shall conduct its business in accordance with applicable laws and regulations. The Bank has competent individuals managing regulatory affairs and advising business leaders about compliance requirements
FUNCTIONAL AREAS

ORGANISATION CHART

AMERICAN EXPRESS INTERACTIVE

American Express Interactive (AXPi) drives online business strategies across the entire enterprise. This means being cohesively integrated into every business unit, merging service and marketing with leading-edge interactive technologies. Working with AXPi provides a broad view of our entire organization, as well as the competitive landscape. It keeps a sharp eye on external indicators and builds strong internal relationships that allow identifying and responding to all emerging opportunities. AXPi clearly impacts the bottom line of our global company, with accountability for developing new ideas and delivering on real results.

MARKETING

American Express is a premiere marketing company, known for sharp, savvy strategies. Here, it develops and champion a well-established brand built upon excellent product and service attributes. It manages product lifecycles from beginning to end, synthesizing information into actionable plans. It also develops an understanding of new product development, customer acquisition and loyalty, and partnership opportunities.

MARKETING BUSINESS UNITS

American Express Interactive (AXPi) Consumer Card Services Group (CCSG) Establishment Services (ES) Global Commercial Card (GCC) OPEN from American Express (OPEN) Global Network Services (GNS) International Consumer & Small Business Services (ICSS) Global Business Travel (GBT)

CARDS SALES AND MARKETING

The Bank shall provide full and complete disclosure of products and services, their features and costs to enable a prospective customer to make an informed decision / choice The Bank shall provide information on:

Key features of our products and services

Applicable fees and other charges

Documents required with regard to identity, contact, particulars, employment, financial standing, etc. How a customers personal information shall be used

Details of Bank contact for seeking additional information

Terms and conditions related to fees and interest charges, billing and payment, renewal, termination procedures and other aspects related to maintenance and management of card accounts. The Banks advertising and marketing campaigns shall use truthful and whole statements about Banks products and services

The Bank shall ensure that the whole of an advertisement is truthful, shall inform customers of costs and obligations as well as benefits and features. The advertisements may not mislead by using tricky or clever wording. The Bank shall have a Code of Conduct for its agents and others, who sell, distribute or otherwise market Banks card products. The Bank shall ensure that all agents who sell, distribute or otherwise market Banks ard products have a Code of Conduct for their dealings with prospective customers and Card members. The Bank shall have monitoring process in place to review the agents compliance to this code, at regular intervals.

COMPETITORS OF AMERICAN EXPRESS BANK Top Performing Public Sector Banks

1 Andhra Bank 2 State Bank of Mysore 3 Allahabad Bank 4 Vijaya Bank 5 Punjab National Bank
Top Performing Private Sector Banks

1 HDFC Bank 2 UTI Bank 3 ICICI Bank 4 Kotak Mahindra Bank 5 Centurion Bank of Punjab

Top Performing Foreign Banks

1 Citibank 2 Standard Chartered PLC 3 HSBC Bank 4 ABN AMRO Bank

CUSTOMER CARE

Customer Care, which is called Service Delivery Network (SDN), you will become familiar with our diverse customer base, their needs and expectations, and the industry-best products and services we provide. The work is about reengineering and optimizing processes for improved satisfaction and cost containment, as well as developing operational and network strategies for maximum efficiency. It's also about selling ideas, creating better solutions and responding to trends. Customer Care is opportunity to make decisions that impact millions of people around the world, take ownership for own success, and win for the customer at every occasion.

CARD OPERATIONS AND CUSTOMER SERVICE The Bank shall have effective processes and systems to ensure quality in operations and customer service. The Bank shall maintain effective processes and systems to maintain quality in following card operations activities:

Timely processing for applications and communication of decision to customers Dispatch of credit card in a secured mode and follow-up communication to inform about issuance of card

Availability of contact centers such as telephone service centers for customers to contact for information or queries on products, services and related subjects

Timely dispatch of credit card statements Timely processing of payments received from credit card customers Receipt and satisfactory disposition of customer correspondences and complaints The Bank may have processes to honor customers choices and preferences during the period of customer relationship The Bank may have processes to honor customers choices with regard to the following, subject to certain terms and conditions:

Change of payment modes within types offered by the Bank

Opting out from receipt of Banks marketing and promotional materials

Voluntary termination of credit card facility The Bank shall treat customers with respect and dignity during collection efforts. The Bank has policies and employee training programs to guide employees to exhibit courteous and fair behavior during collection efforts. The Bank shall ensure that all

collection and recovery agents have a Fair Practice Code for their dealings with the customers. The Bank shall have monitoring process in place to review the agents compliance to this code, at regular intervals.

CUSTOMER PRIVACY The Bank shall safeguard the privacy, confidentiality and security of customer data entrusted with it:

The Bank has privacy principles to ensure that the customer information collected is relevant, accurate and confidential. The Bank has adequate standards to protect customer accounts and information. These standards allow customers to remove their names from lists used for mail, telephone and online marketing. All employees shall be trained in customer privacy principles as appropriate to their work.

RISK & INFORMATION MANAGEMENT

In the financial services arena, the Risk, Information and Banking function is the backbone of our operations. The work is truly global and transcends all aspects of American Express, including consumer cards, small business services, corporate services, and our merchant partners. Here, it set the industry standard for managing risk associated with fraudulent activity, while also providing a strategic perspective, overseeing the customer information cycle, and leveraging technology in support of all business units. Because of this scope, Risk, Information and Banking is an ideal place to get an "end-to-end" understanding of the Company's core businesses and position yourself for future growth across various departments and geographies.

FINANCE

Finance at American Express plays an integral role in everything from new product development to corporate planning and reengineering. It is owner, guardian and analyst of information, making strategic, financial and operational decisions that impact customers, merchants and shareholders. Work may be focused on a specific business unit or corporate-wide initiatives, giving exposure to a variety of financial projects. Either way, work in Finance will make a lasting impact on global customer base, as it excel on a

collaborative, cross-functional team with a mission to be the world's most respected service brand.

STRATEGIC PLANNING GROUP

What kind of company should American Express be in five years? That's the kind of farreaching question we answer as a member of Strategic Planning Group (SPG). It serve as an internal consultant and incubator of innovative ideas, spearheading large- scale strategy projects centered on growth opportunities, investment prospects, acquisition targets and other high-level initiatives. SPG provides an alternative to traditional consulting work, offering comparable challenges with a world-class company without the rigors of constant travel.

HUMAN RESOURCE MANAGEMENT

The Human Resources team at American Express works in true partnership with our business clients. It provides service and support throughout the full spectrum of the employee experience, from selection, hiring and orientation, to leadership development and talent management. It has the responsibility and opportunity to communicate messages about the company's global strategy, ensuring that our professionals are placed in roles and environments where they - and our business units - will thrive. In short, work will be all about the extraordinary people who make American Express one of the world's most recognized and respected brands.

TECHNOLOGIES

The goal of our Technologies organization is to extend a competitive advantage with capabilities that support increased customer spending, company revenue and net income. Work in this area; focus on developing strategies and solutions for delivering an enhanced customer experience to all American Express card members. It analyze business systems, investigate emerging technologies, and make effective recommendations that will help bring new products to the market faster, exceed business partner expectations, validate investment decisions, and sustain a flexible global organization.

SWOT ANALYSIS STRENGTHS

Liberal economic system.

Sound bank managements.

Improved risk management.

Diversity in bank funding activities.

High systemic liquidity.

Safety of depositors funds comes in priority.

Wide spread developed banking culture.

A healthy banking system.

Banking secrecy laws.


WEAKNESS

Government financing by banks out of acceptable standards.

Very weak corporate governance.

Limited branches

OPPORTUNITIES

Privatization creates ample opportunities for economic growth.

Banking Over Borders extension to regional countries. .THREATS

Presence of nationalized banks.

Presence of foreign banks.

A STUDY ON THE CUSTOMER SATISFACTION LEVEL OBJECTIVE OF STUDY Customer satisfaction level from present Amex Services and to know other services customers expecting from Amex Bank. RESEARCH METHODOLOGY MARKETING RESEARCH AND ITS METHODOLOGY:

A. Though Interacting with the Clients of Amex Bank B. Qualitative Research D. Questionnaires E. Analysis and statistics Statistics

Analysing Data

Surveys with Confidence

SCOPE OF REPORT

The scope of this report is limited up to services provided by Amex Bank not by other banks. These reports just show the level of customer satisfaction from Amex Services and at the same time new product which customer is expecting from Amex

DATA COLLECTION

Through Clients of Amex

Internet

Magazines
LIMITATIONS

Each and every project report or research carried out has some limitations, be it times constraints or any other such issues that invariably, plagues the result. It is always important to indicate the limitations of the project carried out so the evaluator is in the position to evaluate out the project. Further it also helps the end users of the report to interpret the results in more valid and realistic manner. It has an advantage from the researchers stand point of giving ample confidence in the research conducted and the research presented. The project submitted would definitely suffer from some limitations were:

Time constraints

Key personnel

To reach every client It is important to mention that it was difficult to catch hold of key personnel. Often the top rank officials did not have sufficient time to provide information they always seemed to have to attend some meetings or conferences.
SOME OTHER LIMITATIONS:

At the time of survey, I did not found fair response from various clients, because they cannot answer some of the question asked. So many times I got different response for same bank from different clients.

DATA ANALYSIS Table 1: Services availing from AMEX Bank

Attributes Saving/Current A/C Remittances Draft facilities Foreign exchange services Investment products Other services

No. of respondents
40 5 18 28

Total
50 50 50 50

Percentage
80% 10% 36% 56%

23 16

50 50

46% 32%

4 0 3 5 3 0 2 5 2 0 1 5 1 0 5 0

E st a

1 t Qtr s

dra ft fa cilities

inv.prod.

Services availing from AMEX Bank

ANALYSIS

Maximum customers use saving/current A/C, Foreign exchange & Investment services. Some customers use Draft & other services like financing. Few customers use remittance services. Draft & financing services has higher charges and moreover AMEX has limited branches.