Customer relationship officer’s engagement in learning & development department of BRAC Bank Limited

Abstract

This Internship Report is prepared as a requirement of Bachelor of Business Administration (BBA) program on Department of Business Studies, BRAC University. After completing internship session of three months in Learning and Development department at HR division of BRAC Bank Limited (Head-office), I have prepared this report with my practical experience, findings and knowledge I have gained during the internship period. This report is based on “Customer Relationship Officer’s Engagement in Learning and Development department of BRAC Bank. HR division of BRAC Bank works to make the employee engagement better. Learning and Development department of BBL has been working on Training Programs, evaluation process and development techniques to enhance the performances of the employees. Customer Relationship Officer / CRO’s play a major role in SME banking sector of BRAC Bank. Therefore, they are provided with various kinds of trainings, examinations to facilitate their engagement with the organization. SME Financing of BRAC Bank limited has achieved international recognition. It has been awarded as ‘Best Bank for SME” in a magazine of Hong Kong. It is one of the fastest growing banks in Bangladesh. So BBL works hard on the development of their employee’s performance, thus the bank spends a huge amount of money on their Training and development Programs to ensure effective input from their employees into the organization. Customer Relationship Officers play the major role to reach out to the clients of SME banking. So it is a great responsibility to the Learning and Development department of BBL to ensure the engagement of CRO’s with the organizations policy and make polish them in a certain way so that they can contribute to the growth of SME financing. As an intern I have worked with the CRO’s and gathered knowledge about their preference , performances and engagement with the Learning and Development department of BRAC Bank. Therefore, at the end of the report I have come up with my analysis, findings and tried my best to come up with some useful suggestions and recommendations which I hope would be helpful for the HR division to facilitate CRO’s engagement with the organization.