Southeast Bank Report on General Banking and IT Management

A Working Report on General Banking activities and Information Autumn System management of Southeast Bank Limited 2010
A WORKING REPORT ON GENERAL BANKING ACTIVITIES AND INFORMATION TECHNOLOGY MANAGEMENT OF SOUTHEAST BANK LIMITED.
by
Tasmia Talukdar ID: 0610001
A Working Report Presented in Partial Fulfillment of the Requirements for the Degree Bachelor in Business Administration.
INDEPENDENT UNIVERSITY, BANGLADESH December 2010
A WORKING REPORT ON GENERAL BANKING ACTIVITIES AND INFORMATION TECHNOLOGY MANAGEMENT OF SOUTHEAST BANK LIMITED.
A Working Report on General Banking activities and Information Autumn System management of Southeast Bank Limited 2010 A WORKING REPORT ON GENERAL BANKING ACTIVITIES AND INFORMATION TECHNOLOGY MANAGEMENT OF SOUTHEAST BANK LIMITED.
by
Tasmia Talukdar ID: 0610001
has been approved December, 2010
Dr. Nadim Jahangir Associate Professor School of Business

Independent University, Bangladesh.
Mr. Parvez Ahmed Sharif Lecturer School of Business

Independent University, Bangladesh.
Letter of Transmittal
December 5, 2010 Parvez Ahmed Sharif Lecturer, MIS School of Business Independent University, Bangladesh (IUB) Dhaka, Bangladesh. Subject: Submission of the internship working report. Dear Sir, With due respect, I would like to inform you that it is a great pleasure for me to submit the report on general banking and information technology management of Southeast Bank Ltd., as a mandatory requirement for BBA 499 (Internship) program. While conducting the working report, I have gathered extensive knowledge on IT department of Southeast Bank Limited.
Despite various constraints, I finished this working report at my best effort given where I was. It would be a great honor for me if you would add your opinions and suggestions for the future.
Thank you once again for supervising me during this difficult transitional time of my career.
Sincerely Yours
..
Tasmia Talukdar ID# 0610001
Acknowledgement
At first, I should thank Almighty Allah for enabling me to complete my project in time. I got appointed to work as an intern at Bashundhara branch, Southeast Bank Limited. I worked on analyzing their banking software and gathering experience of working in an office environment. I have tried my best to present both hands on experience and study in this paper. I would like to express my gratefulness and thanks to my respected academic supervisor Mr. Parvez Ahmed Sharif, Faculty member of Independent University, Bangladesh (IUB) for giving me the useful instructions on how to work on real life activity. His dynamic guidance at all stages of work encouraged me to accomplish my work successfully. I would like to thank School of Business, IUB for giving me overall support and co-operation.
I am also thankful to Head of HR Division of SEBL, Head of Branch (Bashundhara branch), SEVP (IT division) for allowing me to work in both places: Bashundhara branch and IT division as well. I am grateful to the employees of IT division for their cooperation. They have been very helpful in showing me the work process and provided relevant information for my report whenever I approached. Although being in extreme business of workloads in office they tried to provide me with necessary information when I asked questions.
It was a great opportunity to do internship in such an organization like Southeast Bank Limited. I always felt that I was under guidance of highly qualified and experienced personnel. The experiences I have gathered will be very beneficial in my career.
TABLE OF CONTENTS Page List of tables List of Figures Executive Summary 1.0 Introduction 1.1 Origin of the Report 1.2 Objective 1.2.1 Primary Objective 1.2.2 Secondary Objective 1.3 Limitation 1.4 Source of Information 2.0 Overview on the Organization Southeast Bank Limited 2.1 Historical Background of Southeast Bank limited 2.2 Corporate Profile of SEBL- at a glance 2.3 Management Hierarchy of Southeast Bank Ltd 2.4 Products and services of SEBL 2.5 Establishment of Bashundhara Branch 2.6 Activities of Bashundhara Branch 3.0 My duties and responsibilities as an Intern 3.1 General Banking 3.2 The Specific Activities I performed 3.3 Other Activities 4.0 Overview on IT Division 4.1 Software Overview 4.1.1 Name of the Solution proposed for the award 4.1.2 Purpose and Objective of procurement of the solution 2 3 3 3 3 3 4 5 6 6 6 6 7 8 11 11 11 11 i i ii 1 1 2 2
4.2 Process of needs identification 4.3 Scenarios prior to the existing solution 4.4 Drives for sourcing of the new solution 4.5 Modules of the Software 4.6 Infrastructural Description 4.7 Networking 4.7.1 Network diagram 4.8 Functionality of the Solution 4.9 Efforts given by SEBL to the existing solution 4.10 Security Policy 4.11 Work experience with ULTIMUS team 4.11.1 Problems and Solutions on IBTA 4.12 Concluding Discussion 5.0 Summary and Conclusion 5.1 Things I have learned 5.2 Supervisors Approach to Inform Me of His Appraisal of My Performance 5.3 Recommendation 5.4 Conclusion List of Tables Table 1: Corporate Profile of SEBL. 5 Table 2: Brief Outline of Products and services of SEBL7 Table 13: Modules of "Bank ULTIMUS".15 List of Figures Figure 1: management Hierarchy of SEBL.6 Figure2:Work flow of receiving cash11 Figure 3 : VNC viewer function...................18 Figiure 4: network diagram..20 23 26 11 12 12 13 14 16 17 18 18 20 20 20 22 23 23 23
Executive Summary
Banking sector of our country is playing an important role in our economic situation. There are a large number of banks operating in our country successfully. Most of the banks are automated. As a result every bank has banking software to operate their task easily and efficiently. It also helps them to give effective and quick service to the customers. Thats why I took this opportunity to know about the business process of Southeast Bank. My target was to find out what the users want from this service, and what the output actually they get from their application packages. I had the opportunity to work upon general banking in Bashundhara branch and also to look into the procedures of Information technology management at Head office of SEBL. Therefore, I will be describing my duties, activities and knowledge gained from the experiences. The deliberation of this report is impounded in exploring information system of the bank .Thus, my report will be a combination of different aspects of the banking deals and operations under general banking activities and a comprehensive view on IT division. An effort has been made to identify some problems and prospects and to provide recommendation for solving those problems as well.
Chapter-1
1.1 Origin of the Report:

As a mandatory requirement of the Bachelors of Business Administration (BBA) program under Independent University, Bangladesh this report entitled - "A working report on general banking and IT division of Southeast bank Limited" - is a contrived depiction of the three months long internship program at General Banking Services (Bashundhara Branch) and Head Office (IT) of Southeast Bank Limited My organizational supervisor is kazi Md. Ehsanuzzaman, Assistant Vice President, MIS , IT division, Head office during my stay at IT division and while I worked in branch Mr. Sanjeed Salahuddin , Probationary Officer was assigned to supervise me. Both of them cooperated with me and without their help completion of the report wont have been possible. My working report is on the software overview of IT Department along with brief idea on general banking activities that I performed. Financial institutions are investment intermediaries linking the service providers and clients of fund. In todays world banks are plating a significant role in financial sector. The key to successful banking relies on ability of balance many activities simultaneously. In order to ensure efficient and effective banking operation, there is no alternative to the implementation of information system technology. This report will focus on comprehensively. information technology management of Southeast Bank limited
1.2 Objectives:
1.2.1 Primary Objective: To present an overview of Southeast Bank Limited. To analyze the different types of banking activities in the branch level. To present the networking system and IT management of bank. To provide some recommendations to improve service quality in the bashundhara branch based on my understanding about the service and work procedures. 1.2.2 Secondary Objective: To have a practical relation & reliability of the topics we have achieved from textual background in our educational life. To develop understanding of management Information System application in banking sector.
1.3 Limitations: The banks always maintain very high security in their IT section. They do not provide any user account without their employee. As I was the Intern in their bank, they would not provide me any user account to access their application program. They only gave me some limited access in their IT activities, which was not helpful to analyze the application program. Though a very comprehensive and a well organized report has been tried to be produced but there are still some limitations present here. The communication gap among the different personnel because of excessive workload. Inexperience about practical work. Because of sensitiveness, the department does not want to disclose information about the technical information, which led to the shortcomings of this report into some extent. The bank authorities are so busy that they could not give me sufficient time for discussion about the software and its problems.
1.4 Source of Information: To prepare this report I was highly depended on Primary Data, which was collected from face to face conversation with the Manager and Employee of the bank in-depth interview. Since it is a working report, my personal experiences count as well. I also collected some official scheme, brochure, web site paper that helped me lot to present this report. After ensuring the accuracy of the data I utilized this data to my report.
Chapter-2
2.1 Historical Background of Southeast Bank Limited: A Bank with Vision is the slogan of Southeast Bank Limited through a contemplation of assuring A professional term of Bankers is running the day-to-day operation of the Bank.
Southeast Bank Limited is a scheduled Commercial Bank established under the Bank Companies Act, 1991, which obtained license from Bangladesh Bank on March 12, 1995 and incorporated as a public limited company. It started its first commercial banking operation from May 25, 1995. There are fifteen sponsors involved in creating SEBL and these sponsors are the leading business personalities and eminent industrialists of Bangladesh, having stakes in various segments of national economy. They are highly regarded for their entrepreneurial competence. Besides, the board of directors of this bank consists of eminent personalities from the realm of commerce and industries of the country. 2.2 Corporate Profile of SEBL At a glance: Name of the Company Chairman Vice Chairman Managing Director Company Secretary Legal Status Date of Incorporation Registered Office Southeast Bank Limited
Alamgir kabir, FCA Ragib Ali Mahbub Alam Mohammad Shahjahan Public Limited Company March 12, 1995 EunoosTrade Centre, 52-53, Dilkusha C/A (Level 2, 33 & 16), Dhaka 1000 Line of Business Banking Authorized Capital Tk. 10,000.00 million Paid up capital 3,422.64 million Year of initial Public offer 1999 Stock Exchange Listing April 10, 2000 ( DSE), April 24, 2000 (CSE) Phone 957115, 7160866, 717793, 955466 Fax 99550086, 9550093 & 9563102 SWIFT SEBDBDDHXXX E-mail Info@sebankbd.com Website www.sebankbd.com Number of branches 69 Number of ATMs 6 in major places all over the country. Table 1: Corporate Profile of SEBL.
2.3 Management Hierarchy of Southeast Bank Limited (SEBL):
During my internship period, I have found this hierarchy is also followed in the branch I was assigned and from the interview with the employees I have come to know that this is maintained in all the branches.
Figure 1 : management Hierarchy of SEBL
2.4 Products and Services of SEBL : Bank is a service organization mainly. It sales the financial services to the consumers in terms of product. Southeast bank Limited also provides a wide range of products and services to the people. They provide online banking and ATM services. A picture is outlined here for a brief look. Before getting into the table, I would like to mention that the details about these services can be found in the following links:
For conventional banking : http://www.sebankbd.com/conventional_banking.php For Islamic banking: http://www.sebankbd.com/islamic_banking.php For Loans and advances: http://www.sebankbd.com/loans.php For Foreign exchange & remittances- http://www.sebankbd.com/foreign_trade.php
Products and Services A. Conventional banking

Savings account
B. Islamic Banking
Mudarabah Account Savings
C. Loans and Advances

Working Finance current Overdraft
D. Foreign trade and remittances
Capital Export
Current Account
Al
Wadiah
Import
deposit Fixed Deposit Receipt Mudarabah short term project Finance deposit Double Benefit Scheme Mudarabah deposit Special Notice Deposit Mudarabah benefit scheme Millionaire Deposit Mudarabah Millionaire Loan against export Deposit Mudarabah Sanchay Prokalpo bill Hajj Loan against trust receipt double Packet credit term Syndicated loan Remittance Business Western Union
Money transfer
Table 2 : Brief Outline of Products and services of SEBL
2.5 Establishment of Bashundhara Branch: The Branch has started its operation from September 19, 2009. Due to the proficient management of the bank and overall support of the employees of the branch, it has improved their outcome in terms of quality services, profitability of business operation and gaining good-will within very short period. As a new branch Southeast bank, Bashundhara branch has attracted attention of many customers, corporate, academic institutions which are situated near the branch.To name a few, here the significant and valued clients are given below: Bashundhara Group. Spotlight event management. North South University Foundation. GrameenPhone Ltd. Marico Bangladesh Ltd. IDLC Finance Ltd. Heidelberg Cement Bangladesh Ltd. Trading Corporation of Bangladesh. Power Grid Company of Bangladesh. Delta Life Insurance Company Ltd.
In addition to these, they are getting response from other various organizations in the coming days according to the feedback of their vigorous deposit campaign advised by the Head office. They are also rendering their best effort with hard work and commitment to grow their service and business operation by maximizing the number of various accounts. 2.6 Activities of SEBL ( Bashundhara Branch): General Banking & Deposit Management:
1. Account opening and KYC procedures. 2. Issuance of DD/TT/PO/FDR. 3. Interbank Transaction, OBC/IBC. 4. Account and clearing section. Credit Department:
1. Credit Proposals Processing Procedures. 2. Documentation and Loan Disbursement Procedures. 3. Overview on all returns. Western Union Money Transfer.
Chapter-3
3.0 Prelude: During my internship period, Initially I was deputed to Bashundhara Branch and later I was deputed to the IT division ( Head office) upon my request to the head of branch and Head of IT. So, I had the opportunity to know two types of working environment: General banking activities (The branch I was assigned). IT management (Giving Support to the branches by working with the Ultimus team). In this chapter, I shall describe my activities at branch upon general banking and overview on IT division is comprehensively explained in the later chapter. 3.1 General Banking : Financial institution/ intermediary that mediates or stands between ultimate borrowers and ultimate lenders is knows as banking financial institution. Banks perform this function in two ways- taking deposits from various areas in different forms and lending that accumulated amount of money to the potential investors in other different forms.
General Banking is the starting point of all the banking operating. General Banking department aids in taking deposits and simultaneously provides some ancillaries services. It provides those customers who come frequently and those customers who come one time in banking for enjoying ancillary services. In some general banking activities, there is no relation between banker and customers who will take only one service form bank. On the other hand, there are some customers with who bank are doing its business frequently. It is the department, which provides day-to-day services to the customers. Every day it receives deposits from the customers and meets their demand for cash by honoring cheques. It opens new accounts, demit funds, issue bank drafts and pay orders etc. since bank in confined to provide the service everyday general banking is also known as retail banking. 3.2 The specific Activities I Performed: Before explaining core banking concepts I want to give a brief explanation of bank account entry system debit (Dr.) and credit (Cr.).Credit in accounting means the amount that is owed too or due to be received by an account and debit means the amount owed by or due to be
paid by an account. When someone deposits money in the bank, the cashier will tell him that he will credit his/her account. From that experience, most people assume that cash is a credit, and, so, credits are good. That is further reinforced when reductions in the accounts are referred to as debits. Actually there is nothing good or bad about credit and debit. This is a double entry system. When the cashier is telling the person depositing money that he or she will credit your account, they are also entering a debit for the same amount. The same is true for the debits to the clients account- there is also a credit being made at the same time. The banks put the entry to their liability account. When someone deposits money in the bank, because their liability to that person increases. Since liabilities are credit accounts they are crediting our account. When they reduce their liability to the client, they are debiting their liability account. As an intern in the SEBL (Bashundhara branch) there were a number of activities in which I was
involved. The activities are given below:
Receiving cheque and pay order. Updating the record book of clearing, FDR. Administrative Activities like drafting letters or any other papers. Assisting the person who works on auditing. Inputting data to and retrieving necessary information from Ultimus Software.
Beyond these Activities there were other tasks that I was given to accomplish related to general banking activities. Actually, Bashundhara branch is a very small and new branch, so there was no specific department where I was assigned rather I was involved with almost all the members to assist in their works. From this, I have learned many things. Though this is a small branch, working pressure was high in terms of number of employees. So, I had to do the same thing redundantly for long hours. In Appendix A: Working Procedure I will explain a few activities done by me with some screenshot so that the procedures can be understood easily. All the activities are based on this software Bank Ultimus. 3.3 Other Activities: Receiving Cash : Any people who want to deposit money will fill up the deposit slip and give the form along with the money to the cash officer over the counter. The cash officer counts the
cash and compares with the figure written in the deposit slip. Then he put his signature on the slip along with the cash received seal and records in the cash receive register book against A/C number. The activities are shown below through a Work flow chart: CC = Cash Counter
CC Executes Beginning of Day Operation
CC Executes End of Day Operation
CC Opens the Branch Cash Vault
CC Closes the Branch Cash Vault
CC and All the Other Cash Tellers Open their Cash Counter
CC and All the Other Cash Tellers Close their Cash Counter
CC Transfers Money From Branch Vault to his Own Cash Counter
CC Submits Total Cash to the Vault
CC Distributes Cash to All Cash Counter
All Cash Counter Submits their Total Cash to CC
Cash Tellers Starts Performing their Daily Work
Figure 2: Work flow of receiving Cash At the end of the procedure, the cash officer passes the deposit slip to the counter section for posting purpose and delivers duplicate slip to the clients. Disbursing cash :
The drawn who wants to receive money against cheque comes to the payment counter and presents his cheque to the officer. He verifies the following information: Date of the cheque Signature of the A/C holder and material alteration.
Whether the cheque is crossed and endorsed or not. whether the amount in figure and in word correspondent or not Then he checks the cheque from computer for further verification. Here the following information is checked: Whether there is sufficient balance or not. Whether there is stop payment instruction or not. Whether there is any legal obstruction (Garnishee Order) or not. After checking everything, if all are in order the cash officer gives amount to the holder and records in the paid register. The cash section of SEBL deals with all types of negotiable instruments, cash and other instruments and treated as a sensitive section of the bank. It includes the vault which is used as the store of cash instruments. The vault is insured up to Tk. 1 crore. If the cash stock goes beyond this limit, the excess cash is then transferred to Principle Branch Office. When the excess cash is transferred to SEBL Principle Branch Office the cash officer issues IBDA(inter branch debit advice).
Chapter-4
4.1 Software Overview (Detail Information of the Solution) : 4.1.1 Name of the solution proposed for the award:
BankUltimus Core Banking System. The software is developed by Leads Corporation Limited, Bangladesh. LEADS Corporation Limited is a leading technology services company delivering Information Technology solutions. LEADS delivers a broad range of IT services and solutions to clients in the banking, insurance, financial services, production, and distribution industries and to government and non-government organizations. The detail about the organization can be retrieved from this URL: http://www.leads-bd.com. The bank has got BEST IT Use Award- 2010 for its overall Information technology management and policy. 4.1.2 Purpose and objective of procurement of the solution ( Bank Ultimus): To accommodate business growth. To have better control over deliveries and service deployment. To have better Management Information System (MIS). To introduce IT backed new products for clients. To be ready for BASEL II compliance. BASEL II is the second of the Basel Committee on international Bank Supervision's recommendations, and unlike the first accord, Basel I, where focus was mainly on credit risk, the purpose of Basel II was to create standards and regulations on how much capital financial institutions must have put aside. Banks need to put aside capital to reduce the risks associated with its investing and lending practices To improve security administration system. To be at par with competitors.
4.2 Process of Needs identification: To eliminate Double Entry System and have consolidated MIS report instantly as and when required. To achieve ability to generate most of the statements and returns of Bangladesh Bank within the specified timeframe by maintaining required accuracy level. To introduce Checker Maker concept to comply with the ICT Guidelines of Bangladesh Bank.
Avoid maintaining any primary and backup servers at Branch level. To introduce effective Business Continuity Plan i.e. Business will be able to resume automatically from the Disaster Recovery Site (DRS) if the production site i.e. Data Center (DC) fails.
4.3 Scenarios prior to the existing solution: Southeast Bank is one of the largest banks in financial arena in Bangladesh. It is committed to provide financial services with modern technology to its large and wide spread customers. From the commencement, it has updated with latest technological changes and supported local the technical expertises to grow. Southeast Bank Limited has been operating its core banking operation in all Branches using distributed Banking softwarePcbank2000until 2008 which was a local banking software. All the branches were operated in distributed mode. Data was decentralized. Maintenance and Management of Banking Software was not easy task. Central Bank Reporting was very time consuming and required human intervention. It was unable to connect with modern delivery channels. There were also lack of Rich MIS reporting system and lack of centralized security administration system. 4.4 Drives for sourcing of the new solution: Southeast bank limited neither got the solution developed from scratch by the solution provider for satisfying the identified needs nor did the solution provider push the solution to the bank after observing by the bank that the identified needs are satisfied. Actually, Southeast Bank Limited was using local solution from its commencement which was PC bank 2000. And Leads corp. was working from that day with Bank. In this case, they could not choose a single option rather it is blend of two. As previously noted, Southeast Bank studied its requirement to keep pace with the latest technology .So, IT division prepared a Business requirement Document and contacted with the others vendors through news paper. At the same time Leads Corporation also studied the Banking requirement changes and they have developed centralized software as they could visualize that in near the future banking industry would require the software with latest features. So, according to management decision, Banks IT division formed a System Team and started User Acceptance Test (UAT) of the BankUltimus developed modules according to the business requirements.
4.5 Modules of the Software: Since the modules are the most important feature of any software, Banks IT division provided necessary guidelines to implement the modules according to its Business Needs. The IT division have tested each of the modules with necessary test script and checked system bus and provided necessary business to make changes. There are too many modules included in this software but I m mentioning here some of the important modules: Table 23: Modules of "Bank ULTIMUS" BANKING FUNCTION Forms
Customer Profile
MIS Reports
Statement of Outstanding Credit facilities
Others
Bank Branch Information
Bills And Remittance Loan proposal Maintenance Commitments and Credit limits Loan Account Maintenance Cheque book Maintenance Transaction Image capture and transaction Deposits Authorization Utility/Service bill IBT reconciliation Standing Instructions
Loan maturity wise forecast Customer wise account listing Date to balance listing Transaction Profile details Account wise introducer list Consolidated Statement of deposits Remaining maturity position- Loan Maturity list of FDR under Lien Disbursement of loan Monthly profit Statement Summary statement of all branches Branch wise summary of
Central Bank reports Employee information Cash management Marketable securities Non-performing Loans Guarantor maintenance Clearing Batch file transaction Customer Advice Trade Finance Reports Internet Banking Treasury Module Financial
classification
Upon the advice of Southeast Bank IT experts, Leads Corporation added three more add-on modules and provided them like Internet banking, Trade Finance and Treasury Financial Module. Before launching live operation, SEBL have planned to run parallel with the existing system in one of the pilot branch. Initially Southeast bank ltd planned the first implementation in their new branches and successfully they have implemented new system to those branches. Later on, they made a roll out plan for the rest of the branches within the year 2009. And migrated all the 37 conventional branches and inaugurated 15 new branches this year (2010). But still there are five branches where the migration to Bank Ultimus from PC bank has not been done. Very soon, these branches will be updated. is pertinent to mention here that they have also taken the ownership of the system database and maintained a secured system, so that all the financial data can be only accessible by proper authority. Price paid for the solution : 4.6 Infrastructural Description : In order to implement the system they have deployed the following infrastructure changes: 4.6.1 Hardware Specifications: For Database, Application and Report Server a significant numbers of High end servers have been procured. Server configurations: Sun Firework X-5140 Server with quad core RAMS.
52.5 Lac
Total number of Servers: 23. There are different types of server. During my working period in Head office (IT), I have found the following number of servers: ADS ( Active Directory System ) : User is permitted to enter the system through Domain. Number of ADS : 2 CAS Hub ( Client Access Server)advantage: When a mail is transported to and from yahoo, gmail, msn etc and other domins, it is passed through this hub. number of CAs hub : 1 Mail Server/ Exchange Server : 2 Database Server : 4 and Ultimus Server : 4. OTRS (Open Ticket Reservation System): 2. Sometimes Users of the branch enters incorrect passwords / log in ID while logging into their respective computers, pcs get
locked. One of the function of this server is to unlock PC in branches from IT ( Head office). ATM Server : 2. & ATM Server Backup : 1 and Implication Server for Ultimus: 2. EDGE server (Microsoft server): 1. this is a Microsoft server. It is used for checking mail from outside. Antivirus Server: 2. Antivirus software plays a crucial role regarding security purposes. In these two servers, Kaspersky and SOPHOS antivirus software (
registered version) are installed for attacking viruses, malware, illegal attack etc. 4.6.2 List of Software Environment : Bank Ultimus and iBank ultimus ( for internet banking). Oracle 10g for Database. Windows XP professional operating system. Sun Solaris operating system. Microsoft IIS for Application Crystal Report 11 for reporting tool. FIU (Financial Intelligence Unit) Reporting System (Recommended By the
Bangladesh Bank): This software is installed in almost every bank in Bangladesh. A Financial Intelligent Unit (FIU) was established, by an administrative order, within the Anti-Money Laundering Department (AMLD) of the Bangladesh Bank in March 2007. The FIU aims to combat financial crimes and retrieve assets and money kept overseas by embedded suspects. It focuses on receiving, analyzing and disseminating information to detect suspicious transactions as well as to trace, seize and confiscate the respective assets. It requires banks to have a reporting chain for suspicious transactions to AML Compliance Officers who will in turn report such transactions to the FIU. VNC Viewer 4.0: VNC is remote control software which allows an user to view and fully interact with one computer desktop (the "VNC server") using a simple program (the "VNC viewer") on another computer desktop anywhere on the Internet. The two computers don't even have to be the same type. To be more simple, there is even a Java viewer, so that any desktop can be controlled remotely from within a browser without having to install software. The function of this software is depicted through a diagram below :
Figure 3 : VNC viewer function BASEL II : Using this software requirement against loan is determined and it is also recommended by Bangladesh Bank. ATM Software. Microsoft Open Office Org. 10 is used instead of MS Office Protocol of network establishment : Open Shortest Path First (OSPF), is a routing protocol used to determine the correct route for packets within IP networks. It is a dynamic route from head office to branch. 4.7 Networking : Wide Area has been established using state of the art active devices such as switches, routers, firewall, intrusion detection and protection system from Juniper Networks, USA and Network Management Software (NMS) from Computer Associate (CA), USA. The connectivity infrastructure is based on blending of Fiber, Radio and VSAT links to ensure high availability. Southeast bank Ltd has contracts with the following ISP s :
Connectivity type Radio Link VSAT Fiber optic ISP Organizations ALAP Communication, Brac net Square Informatix ltd. Dhaka Com, Telnet BD, Banglaphone, Metronet .
A sample diagram is given below for any branch banking in Southeast bank Limited:
Establishment of Data Center and Disaster recovery Center: Bank has established of its state of the art Data Center (DC) at bank's own premises located at Eunoos Center at Dilkhusha Commercial Area and DRS at Uttara following the standard set out under the tier III of Uptime Institute (BB).
Total Cost of implementation :
- As a percentage of the years investment in IT: 10 Crore. - As a percentage of total cost of sales: 1.3%. & Payback Period (estimated):5yrs 4.7.1 Network Diagram of SEBL: This network infrastructure follows hub and spoke topology. In a hub and spoke topology, one server is designated as the hub, other servers, called spokes, connected to the hub. This topology is used in SEBL in order to provide faster network connections between major computing hubs and slower links connecting branches. Under this topology, files replicate from the hub server to the spoke servers and vice versa, but files don not replicate directly between two spoke servers. Here, for the southeast bank ltd, hub site is established at the head office which is the main DC (Data centre). All traffic from the spoke sites (branches and ATMs) , destines either for the central site services or for inter-site connectivity, will flow via the central hub site. In this case, the spoke sites/ branches export their routes to the hub site , and then the hub sites re-exports the spoke site routes through a second interface using a different route target so that other spoke sites can import the routes. This causes the hub site to become a transit point for inter-spoke / inter-branch connectivity. The diagram is given on the next page.
4.8 Functionality of the Solution: User Permission: User permission role can be defined on the basis of function and/or product wise controls of transaction limit, authorization, add, edit, view etc. Authorization: Every financial transaction has to be authorized by another official. Loan Disbursement Limit: Loan facility has been controlled by the Credit Administration Division (CAD) of Head Office. Central MIS: The System has the facility to consolidate the Branch and Head Office GL. For this reason, Head Office users can be able to know the current position of the bank. Central Monitoring: Head Office users can be able to know the status of individual customer as well as the position of a branch. Customer and Group Liability: Since the system is customer centric, for this reason funded and non-funded liabilities of a customer as well as a group are able to report by one stroke. Online Clearing: Online Clearing facility is available. Foreign Trade Module: The System has the complete life cycle maintenance facility of both Export and Import Business. ATM Interface: ATM Interface is available for ATM Switching System.
Internet Banking: Now clients of SEBL can have basic banking services right from their own places. Mobile Banking: Services especially foreign remittance can be disbursed at the door step of the beneficiary. Add On Facilities: Cash Management, Collateral Management and Insurance Management are available. Islamic Module: A Fully Shariah based Islamic module with profit recalculation and distribution option. End of Day (EOD) Process: EOD process has been performed centrally by the IT Division of Head Office.
4.9 Efforts given by SEBL to the Existing solution: Development: Southeast bank actually worked together with Leads Corporation (Vendor of the System) in order to develop successful Local banking software and
provide Local Software company to grow. System is still customizing by keeping the existing functionalities of the previous system. Use of innovative technology/solution/ideas : They have provided the business process, requirements, and sometimes shared ideas to incorporate processes/modules to the new system. Though initially the system was designed for windows Server 2003, we have installed the database in Sun Solaris operating system. Ownership of the implemented solution : BankUltimus Banking system uses Oracle 10g database. Southeast Bank Ltd is the full owner of the financial data that resides in their centralized system. They can also create new report scratch and can tag to the system using reporting tool. The Application server and database server both are maintained by Banks IT division. So, in that sense they have owned the total solution though they do not have the system code to make further changes. But they can developed they own MIS system, which is their most important requirement. Usability: the system has acceptability to the users of all levels. A Banking Software have different stack of users. In Branch, there are: a. Manager High end User b. Middle Management Mid level Users c. Bank Officers Operational users. Again, in Head Office, there are three types of users: 1.System Maintenance Users 2. Management Users. 3. Operational Users. In Branch, after deploying the software, Managers can easily get the branch status by click a single button. Mid level Officials are very comfortable as they are getting their required MIS and operational control and as well as system validation. And at the bottom level, operational users get the benefits of simple operations and also gets the checker maker facility and can provide faster services. Similarly in Head office, System Users can centrally control and monitor the system, which gives them a great operational ease. Management can get latest data from the system within a second without contacting with the branch end and can make effective decisions based of MIS reports. 4.10 Security Policy:
Hardware Firewall: ISG 1000 firewall is used for data centre at head office and SSG 320M firewall is used for branch. Then, IPSEC site to site VPN ( Virtual Private Network) is configured for secured tunnel so that ISP ( Metronet, Banglaphone etc) is not aware of our intranet or internal system.
HO Data Center
Branch Metronet, Banglaphone etc..
4.11 Work experience with Ultimus team( Supporting the branches) :The personnel of IT division remain 24/7 in order to support the branches. Whenever any problem occurred regarding ultimus software, the IT people give them solution properly or solve them from the main database if there is not enough authority given to the branch employees. From IT division, one can enter into the branchs pc if necessary. When I worked there I also performed some of the duties regarding IBT (Inter Branch Transaction) reconciliation. Some of the problems and the respective solutions are given below: 4.11.1 Problems & Solutions on IBTA (Inter Branch Transaction Advice) data extract loading into Reconciliation Module:
1. Error Message: Day. Probable Reason: There might be any IBTA transaction posted after taking this IBTA backup of the previous day of that day which shows error. Solution: Create new IBTA backup of the previous day again and this would contain the last Opening Balance is not equal to the Closing Balance of the Previous
closing balance. [I.e. If the error message shows while loading IBTA data on 09/09/2010 then it is needed to create new IBTA backup on 08/09/2010. Hence, the data on Reconciliation Module should be restored at the last state thus the IBTA backup on 08/09/2010 can be load again] 2. Error Message: Total Dr and Cr Balance are not equal.
Probable Reason: Some Transaction might be missing on either Dr side or Cr side. Solution:
For PcBANK2000: Execute SQL Script IBTA_Missing_Generation PcBANK.sql to that
branch Database (PcBank2000). Then a History Reveal Form generated for giving missing transaction while creating IBTA backup from restore mode of PcBank2000. If branch officials can find out the missing transaction in IBTA Extract by comparing Branch IBTA Report on that day to GL (general ledger) Statement of A/C 9010802000 on that day, he would put the missing transaction information and amount into the History Reveal Form. Then save the form and create IBTA backup on that day. This new IBTA backup will contain the previous missing transaction.
For BankUltimus: Create IBT extract text files on that date for that branch from path-7191 in
BU. Date wise folders containing 3 text files will be created on BankUltimus server c:\BUFileGen folder. If not solved, contact Mr. Saif, Leads Corp. Ltd. 3. Error Message: Responding Dr Balance in Extract and Total Responding Dr Balance are not equal. Probable Reason: Some Transaction might be missing on Responding Dr Balance in Extract. 4. Error Message: Responding Cr Balance in Extract and Total Responding Cr Balance are not equal. Probable Reason: Some Transaction might be missing on Responding Cr Balance in Extract. 5. Error Message: Originating Dr Balance in Extract and Total Responding Dr Balance are not equal. Probable Reason: Some Transaction might be missing on Originating Dr Balance in Extract. Solution: Solution for 3,4 & 5 is the same as Error No. 2.
Extract: Extract is a statement of all originating and responding transactions among interbranches through inter branches debit and credit advice. At the end of the day, all the debit and credit advices of different department come to accounts department. It makes extract in light of all advices. Actually extract shows the balance of SEBL respective Branch general A/C. The objective of preparing it is to know how many transactions have been originated and responded by the respective branch per day. Branch has to send it its Head Office copy keeping one photocopy. 4.12 Concluding Discussion: The bank has taken number of major initiatives to modernize its IT infrastructure notably implementation of Core Banking Solution (CBS), modernization
of Wide Area Network (WAN) infrastructure, establishment of Data Center (DC) and Disaster Recovery Site (DRS). Under the modernization initiatives of IT infrastructure, the bank has rolled out a centralized web based solution for its CBS known as BankUltimus. The BankUltimus is a web based banking system which is bundled with worlds most modern and reliable relational database Oracle and secured UNIX operating system called Sun Solaris. The system has got many modules to cater newer services and introduction of newer products with minimum lead time. The system allows integration with the multiple channels and interfaces such as ATM, Internet Banking, Mobile Banking, SWIFT, and Call Center etc. thus expanding customer choice while making banking transactions. One of the most magnificent feature of the system is it has got both Traditional and Islamic module running on the same system. The Islamic module is completely Islamic Shariah complaint and follows the Islamic Banking Guidelines of Bangladesh Bank .
Information assets are critical to the services provided by the Bank to its customers. Protection and maintenance of these assets are critical to its sustainability. The Bank has already taken Initiatives to protect the information from unauthorized access, modification, disclosure and destruction to protect customers interest. The Bank has already introduced number of logical protection levels between web layer and its core application and database layer such as, Router configuration with ACL (Access Control List) and Virtual Private Network (VPN) allowing traffic only to required IP and service; Rule base Firewall restricts external traffic only to DMZ (Demilitarized Zone) hosts on required service; Web Server IPS (Intrusion Prevention System) profile which is capable of filtering out targeted attacks; Application Server is allowed only from front end server and on legitimate ports only; Consideration of hardware based Data Encryption; Consideration of OTP (One Time Password) Token Technology. From the above stated detailed discussion and initiatives taken by SEBL, I believe that they have very strong IT division and the organization deserves to get the Best IT Use 2010 Award where I got the opportunity to do my internship.
Chapter-5
5.1 Things I have learned:
From general point of view, I gathered a lot of experiences in different areas of banking while working at Southeast Bank limited Bangladesh as an intern: Worked in a corporate environment and interacted with employees from different hierarchies in a professional environment. Gained knowledge about their prestigious banking software Bank Ultimus while working in the IT division.
Gained ability to interact with customers, to work in a team environment, to meet deadlines and to do work correctly and efficiently at the same time. One of the important mention is that one must always be careful while receiving checks the following instruments: Amount of taka, name of the payee, date, and account number.
Since this was the first time I got engaged in a corporate world, I was a bit confused about their working processes. One important aspect of working in a bank is meeting deadlines. Everyone in the bank must make sure that the day to day work has to be done on time and nothing should not be kept pending for the next day. This helped me to learn working within a set time limit and meet deadlines. Now I know how to finish work effectively and efficiently. 5.2 Supervisors Approach to Inform Me of His Appraisal of My Performance: During my internship I was treated as a skilled person by my supervisor due to my enthusiasm, dedication, and sincerity towards work. He had always been very initiative to understand me. Although initially my duties were quite unorganized, later he had organized my duties specifically which helped me to work proficiently. It was my good fortune that I had completed my internship in one of the reputed commercial banks in Bangladesh. I am always thankful to my supervisor to judge me based on my excellent performance and evaluate me tremendously well. It was a great pleasure that I had been a continuously successful employee to meet my deadlines and also, my efficiency to finish work very quickly was a pleasant surprise to my employer. 5.3 Recommendation: It is pertinent to mention here that I was asked by the honorable SEVP & Head of branch, Md. Abidur Rahman Chowdhury - to make some recommendations in order to improve the service quality as well as the brand image of SEBL, specifically to Bashundhara branch. I
have tried my best to find out some realistic promotional activities and solution to some internal backlogs regarding the service quality. If there is anything wrong or irrelevant, the reader is requested to take those errors under kind consideration. Although it is a new branch it
is performing quite well since it started. However the bank is facing severe competition from some of the nearby branches from well-established banks like Bank Asia, DBBL, Prime Bank, EBL, UCB etc. These banks branches are taking different initiatives to attract different clients and corporate organizations in Bashundhara area to make them their valuable clients. They can become SEBLs clients too if some strategic steps are taken in order to improve the service quality. The steps are given below: Customer defined Service standards: A formal service blueprint should be designed with appropriate service level standards to reduce the variability of service. These standards should be customer defined and customer expectation should be considered while deciding about the service standards.
Defensive Strategy of Service Quality: The branch should pursue a defensive service quality strategy that is a slow going strategy rather than offensive service strategy. That is should focus on Costs of operation, increasing Volume of businesses with existing loyal customers, Segmentation of the premium customers, foster a positive word of mouth communication in its existing customers, etc. Though these strategies will take time to develop a huge customer base, they will in the long run bring more loyal customers to SEBL, Bashundhara branch. Faster Delivery of ATM cards: SEBL should reduce the amount of time required to provide new ATM cards. Currently it takes more than 2 weeks (during my stay there, I have observed) while some competitors can provide the card within 2 working days. As the SEBL ATM card comes directly from Head office delays are obvious. SEBL should make necessary arrangements to produce the new cards faster in order to reduce the customer difficulties faced in the absence of ATM cards. Maintaining a Well-balanced Portfolio: In order to increase the profitability and reduce the credit risk, SEBL Bashundhara branch should maintain a well-balanced portfolio. For example, instead of focusing on just corporate banking and high profile business loan and leasing, it should also give equal importance to retail banking. The more diversified the portfolio is the lesser the risk of losses.
New ATM booths Should Be Introduced: New ATM booth should be constructed in the branch premises satisfying more geographic segments in this particular area. As convenience of communication to the branch location is a very important factor for the customers, SEBL should consider building new ATM booths in the branch premises. This will also attract new customers from other banks who are currently offering this service. A new campus road show may be arranged in IUB/NSU campus for attracting the students. There is really lack of indicators of Southeast bank limited in different places. In particular, Bashundhara branch can set up the indicators symbolizing the SEBL slogan and logo at different locations so that people get to know more about this new branch. Digital indicators can be set up inside the branch so that the customers do not get confused when they need to move from one section to another section. This will also enhance the branch premise more professional. Different kind of seasonal promotional activities can be taken for attracting more customers. For example: this branch has maximum account with North South University students, especially they pay their tuition fees here. So, when this tuition fee taking periods starts, every student can be offered to open their account free of service charge for the first one year or they can be provided with cost-effective gifts. Advertising & Promotion: SEBL should pursue an aggressive advertising campaign in order to build up a strong image and reputation among potential customers. In this context, the valuable strengths should be used for positioning the corporate image of the bank. TV ads should be aired to reach a wider array of customers. The ads should capitalize on building strong relationship, needs of customers and quality service of the bank rather than features of products. Thus an offensive marketing strategy emphasizing customer satisfaction and service quality can bring valuable business for the Bank.
Employee Trainings: In order to reduce operational mistakes employees in the
branch should be trained up on using Ultimus software. Employee trainings and workshops can be administered in order to give them knowledge and professionalism of customer interactions. With more professional base employees can better satisfy the customers. They should be taught about how to deal with problem customers and
how to deal problematic situations. Employees- specifically sales officers should be conscious and taught about the financial aspects of the loans so that it becomes convenient for the approval officers to assess loans. Focus on Relationship Strategies: The bank should focus more on existing customers in order to build strong and loyal relationship with them as satisfied customers more aptly or certainly recommends the bank to friends and relatives. Thus the power of relationship will foster positive Word of Mouth Communication and will attract new customers at a lower cost.
5.2 Conclusion: Doing my internship provided me with the opportunity to gain hands on work experience that was not possible achieve in the classroom. I had a great exposure while working in a banking environment. My internship helped me to develop essential skills and build the confidence by performing essential tasks in the organization. While working with Southeast bank ltd, Bangladesh, I have developed good organizational and communication skills. This internship was an on-the-job learning experience which enhanced my chances for early career success. It provided me with a realistic work preview and offered practical, supervised learning experience. It was a pleasure to work in a bank which has achieved the Best IT Use Award 2010 and learning new thing that was related to my major.
References
1. Southeast bank limited website: www.sebankbd.com 2. Bangladesh bank website: www.bb.org.bd 3. Bangladesh Bank (Anti-Money Laundering) Circular No. 14 (25 September 2007). 4. C.J. Date, An Introduction to Database Systems. 5. Mr. kazi Md. Ehsanuzzaman, Assistant Vice President, MIS, IT division, Head office, SEBL. 6. Mr. Sajid Salauddin, Probationary officer, Bashundhara branch, Southeast Bank Ltd.
Appendix 1
Working procedure with Bank Ultimus software (A) PO ( Pay order) :
Pay Order /Demand Draft Block input: Enter 1331 in the Fastpath or Click on Core->Bills and Remittance->Block Book->Block Book Entry. The screen will be shown as below:
Screen01: Block Input Procedures: 1) 2) 3) 4) 5) 6) Choose the Product Id PO for PO Block Entry or DD for DD Block Entry. Write the Block Prefix in the Block Prefix field. (PO for Pay order or DD for Demand Draft). Enter the start No and End no Serial of the book. Select the Purpose from the Select List. (Bank Use, Client use or Both Use) Enter Remark if required. Click on Ok.
A successful message will be shown on the screen.
Screen02: Message Shown after Successful Block Entry
(B) Issuing Of Pay Order:

1. Enter 1333 in the Fast path or click on Core->Bills and Remittance->Issue->Issue Original. This screen has number of information to be inputted. But all are not mandatory only the blue marked fields must be inputted to issue a PO. Page can be navigate to lower end by using the scroll Bar. By default, the Prod.Grp and Product will set for PO issue.
Scroll Bar
Mark Un check the Transaction if not required.
Screen 03: Pay Order Issue
1) Enter the PO number in the Leaf No field. Enter details of the Applicants information if required. 2) Select Customer option if the Applicant is a customer to Bank. 3) Enter the customer id in the Customer ID field if the Applicant is Banks customer. Address will automatically shown after the inputting the Customer ID. 4) Enter Beneficiary Name and Address. 5) Enter Other Beneficiary details if required but these are optional. 6) Now Enter the Amount of the Pay order in the Amount (Ccy) and click on Show transaction button. Now, The Transaction Template will show the following transaction with checkbox besides it:
Sl
Account
Transaction Mode (Need to be Transfer
Dr/CR Amount
Check/Uncheck
Client Account Inputted) Pay Order GL head
Dr
--
Yes
2 3 4 5
Transfer Transfer Transfer Transfer
CR CR CR DR
------
No Yes Yes Yes
Other Fees and Commission VAT on Other Banking Services HO GL A/C
The above Transaction template is generalized for all cases of PO order Issue. If not required, one can deselect the transaction by clicking on the checkbox. Each Transaction can be edited by double clicking the selected row. This will prompt a new window as shows below:
Screen04: Transaction Edit from the Template
1. Enter the Client Account number/GL Account Number (Only Sundry A/C allowed) . 2. If the PO is going to be issued in Cash then change the Trans type to Cash and click Split/Modify. And click on OK. 3. Please uncheck the Other Transactions if not required from the Transaction Template. 4. Check the Transaction scroll shown in the Issue window. Click on the OK Button. A Successful message with the Control number will show as shown below:
3.2.2 Authorization of Pay Order: Enter 1340 in the Fast path. The following screen will be shown:
Screen 05: BILL Authorization 1) 2) 3) 4) Select the Product Group to Bills. Select the Product to Payment Order. Select the Function to Issue (Original) Click on Search.
A row of information will be shown. Tick the Checkbox besides the PO information. Click on Authorize to Authorize the Transaction. Otherwise decline. Clicking on the Authorization button, the Transaction showed during the Po issue will be authorized.
Appendix 2: Working procedure with FIU software

Step 1 : At first log into the software by using admin and password.
Step 2 : Then, select the branch. Actually this bank sends the data monthly of all the branches it has to the Bangladesh bank through this software monthly. Here, I am showing specifically for bashundhara branch as an example.
Step 3 : after that, select the appropriate data folder and select the branch from the list.
Step 4 : Select the current month and upload. Step5: It is done and for confirmation click view to see the report and check.

Southeast Bank Report on General Banking and IT Management

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A Working Report on General Banking activities and Information Autumn System management of Southeast Bank Limited 2010

Tasmia Talukdar ID: 0610001

INDEPENDENT UNIVERSITY, BANGLADESH December 2010

Tasmia Talukdar ID: 0610001

has been approved December, 2010

Dr. Nadim Jahangir Associate Professor School of Business

Mr. Parvez Ahmed Sharif Lecturer School of Business

Tasmia Talukdar ID# 0610001

1.1 Origin of the Report:

Figure 1 : management Hierarchy of SEBL

Products and Services A. Conventional banking

C. Loans and Advances

D. Foreign trade and remittances

Table 2 : Brief Outline of Products and services of SEBL

CC Executes Beginning of Day Operation

CC Executes End of Day Operation

CC Opens the Branch Cash Vault

CC Closes the Branch Cash Vault

CC Transfers Money From Branch Vault to his Own Cash Counter

CC Submits Total Cash to the Vault

CC Distributes Cash to All Cash Counter

All Cash Counter Submits their Total Cash to CC

Cash Tellers Starts Performing their Daily Work

Total Cost of implementation :

Branch Metronet, Banglaphone etc..

A successful message will be shown on the screen.

Screen02: Message Shown after Successful Block Entry

(B) Issuing Of Pay Order:

Mark Un check the Transaction if not required.

Screen 03: Pay Order Issue

Transaction Mode (Need to be Transfer

Client Account Inputted) Pay Order GL head

Transfer Transfer Transfer Transfer

No Yes Yes Yes

Other Fees and Commission VAT on Other Banking Services HO GL A/C

Screen04: Transaction Edit from the Template

Appendix 2: Working procedure with FIU software

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