Customer experience, retail banking division & financial performance evaluation (2010-2014) of BRAC Bank Limited

Abstract

This report is prepared for the competition of internship program as a student of BRAC Business School, BRAC University. First of all, the paper contains a concise view of banking industry analysis and the banking sector of Bangladesh. Afterward, a brief description of BRAC Bank Limited company profile and it’s products and services. There is a separate chapter on Retail Banking Division and Customer Experience department of BBL comprising the segments and services of this department. A vital portion of this paper is the job description and observations as an intern is also described with few suggestions. Followed by that, the main part of the paper is illustrated elaborately in findings part, consisting of SWOT- TOWS analysis and financial performance evaluation for the year 2009 to 2013. The financial performance is evaluated through profitability ratio as ROA, ROE, Net Operation Margin,Net Interest Margin, Net non interest Margin and EPS. Finally, the paper presents some recommendations from the overall internship experience as well as references and attachments included the financial reports of BBL. Though this paper is based on real life experience of working in a banking environment, but it may slightly different from the actual scenario as it is a reflection of three months working period.