MGT210.5

Fall2014

Course Instructor: KH. Asefsafa Kabir

Date: 9th December 2014

Submitted by:

Shuvonkor Karmokar

Letter of Transmittal 9th December 2014

Asef Safa Kabir

Lecturer, MGT210

School of Business

North South University

Dhaka.

Dear Sir,

Enclosed within are the copies of our report titled as “An

analytical review of management: at an individual and

organization level.’ We are requesting for your review and

kind consideration.

In this report, we have endeavored to incorporate the

knowledge and experiences gained on a practical level. We have

tried to produce as well written and informative a report as

possible. However, because of the confidentiality policy of

Southeast bank Ltd. and inadequate time of the manager, this

study has not turned out to be as informative as we would have

preferred. We believe this report will provide you with the

information you need to justify.

Working on this project was a delightful experience for us. We

will be available for any clarification and modification that

may be required.

Sincerely,

Shuvonkor karmokar

Introduction To The Manager:

Name: S.M. Shainoor Islam

Designation: Executive Officer

South East Bank Ltd.

Manager’s Department: General Banking

Background:

School: BN School – 1994

College: BAF Shaheen College – 1996

University:

B.Sc. in Leather Technology – 2004

M.B.A(Dhaka University) – 2007

Previous Work Background:

Apex Footwear

International Export Dept.

Southeast Bank history:

Southeast Bank Limited was established in 1995 with a dream

and a vision to become a pioneer banking institution of the

country and contribute significantly to the growth of the

national economy. The incumbent Chairman of the Bank is Mr.

Alamgir Kabir, FCA, a professional Chartered Accountant.

southeast Bank is run by a team of efficient professionals.

They create and generate an environment of trust and

discipline that encourages and motivates everyone in the Bank

to work together for achieving the objectives of the Bank.

Southeast Bank takes pride for bringing women into the banking

profession in a significant number for gender equality.

Services:

SME Banking

Dual Currency VISA Credit Card

Southeast VISA Platinum Card

Southeast My Remit Card

SEBL ATM / Debit Card

Virtual Card

Remittance Business

Western Union

SWIFT Service

Locker Service

ATM Service

Internet Banking Services

Bill Payment Services

E-Statement Services

Customers:

General Public

DESCO

DPDC

Dhaka WASA

North South University

Vision:

To be a premier banking institution in Bangladesh and

contribute significantly to the national economy.

Mission:

High quality financial services with state of the

art technology.

First customer service.

Sustainable growth strategy.

Follow ethical standards in business.

Steady return on shareholder’s equity.

Innovative price at a competitive price.

Attract and retain quality human resource.

Commitment to corporate social responsibility.

Chain of Command:Senior PfficerJunior OfficerCash officer

Analysis the major function,rules,skill ofthe manager :

Major function of the manager:

As a Executive manager of south east Bank (Basundhara branch)the major function and roles of his is- Planning, Organizing,leading and Controlling.

Planning: Mr. S.M Shainoor Islam sometime takes strategic planonly for the Bashundhara Branch. He sets the goals andobjectives for the future courses and think that how toimprove their banking service.

Organizing: The second of the managerial functions isorganizing. He distributes resources and organizes hisemployees according to the plan. He identify the differentroles of the other manager like –financial manager or HRmanager. He also provides direction of the other employee ofhis Branch.

Leading: All managers are not leaders but Mr. S.M ShainoorIslam have the power of leading of other employers. Everydayhe communicating with his other employee and motivating themas much as possible .

Controlling: South east bank is a commercial bank, whensomething went wrong he takes corrective actions.He check allthe transaction in the Bashundhara Branch. He always trying tocontrol better service for the customer.

Key managerial roles:

As a executive officer Mr. S.M Shainoor Islam follows some keymanagerial role in his department. That are-

Nerve Center: He is the nerve center in his department. He contact with Subordinate and superior and get all information from them.

Spokesperson : S.M Shainoor Islam is the spokesperson of thethis Branch. In this role he is responsible for transmitting information about his organization and its goals to the peopleoutside it.

Monitor: He always monitoring other’s work and seek out otherinformation.

Resource Allocator: He always determine where the organizational resources are best applied.He uses the Banking resources very efficiently and done his work effectively.

Managerial Skills:When we were talking with the Executive manager of south eastBank(Bashundhara Branch) Mr. S.M Shainoor Islam he told usthat Technical and Teambuilding skill helps him significantly.

Technical skills: Mr. S.M Shainoor Islam achieved histechnical expertise by his education and experience. He is amuch more experienced person and solve all the problem bydeveloping team collaboration . He demonstrates the ability tooriginate ideas to correct and develop the banking service.

Teambuilding skills: Mr. S.M Shainoor Islam also have teambuilding skill. He always work with other member of his officevery carefully and communicating clearly to develop andcoordinate an effective group of team that his team can servethe customer very well.

Managerial function, roles and skills helps tobroader organizational goals and objectives:Our selected manager Mr. S.M Shainoor Islam has muchmanagerial function , roles and skills to develop theirBanking service and broader organizational departmentalgoal/objective.

He is the top level manager (Executive officer) of the Southeast bank (Bashundhara Branch) so he take all the decision anddo his all roles perfectly to achieve the organizational goalthat he can serve the customer very well and quickly .Heapplies his skill to communicate with other employee that hebroad his branch.By using his skills and all other function hecan utilize their resources and done effectively all officialwork and transaction.

Our selected manager is very effective and efficient useof limited recourses. When he got any work in his hand,he always to finish that work in time.

Best suit approach of our manager: Our selected manager follow contingency and system approach

for looking after his office work. He observe all the

transaction of this branch .He take the decision any time when

needed so he is following contingency approach . He told us if

they faced any cash crisis in their branch for transaction

they take decision and issues cross check because inside the

bashundhara area there have many private bank like dutch

bangla bank,brac bank,NCC bank just near their branch.

Mr.Shainoor Islam also follow system approach. He maintain his

job systematically .

So we want to say that our selected manager use approach is bestsuit with his managerial style and values.

Our concept from this chapter:

we know managerial function, style , skill and role are veryimportant to lead, communicate, motive and control a team anda department. We also know, a manager need to effective andefficient use of limited resource.

SWOT analysis:

A SWOT analysis is an organized approach to assessing a company’s internal strengths and weaknesses and its external opportunities and threats. SWOT is an acronym for strengths, weaknesses, opportunities and threats. The basic premise of SWOT is that a critical internal and external reality check should lead managers to select the appropriate strategy to accomplish their organization’s objectives. SWOT analysis encourages a practical approach to planning based on a realistic view of a firm’s situation and scenarios of likely future events and conditions.

SWOT analysis of manager:Strength-

Handling of large number of Clint Multi-lingual stuff Core competence in key areas Most trusted person

Weakness-

Insufficient time No behavior change Number and range of task to consider Need for honesty

Opportunity-

Use of modern Technology Expand Products line Ability to serve additional customer

Threats-

Lose of job Environmental effects Legal effects Cost

SWOT analysis of Southeast Bank Ltd. :

Strength-

Sound Profitability and growth with good internal capitalgeneration

High quality of asset. Experienced and effective Management Team. Better infrastructure facilities. Good corporate culture and friendly working environment. Very good reputation as a local bank

Weakness-

Small market share. High concentration of fixed deposits. Marginal capital adequacy. High concentration of large loans.

Opportunity-

Scope of market penetration through diversified products. Regulatory environment favoring private sector

development. Increasing trend in international business. Introduction of credit card and Tele-banking.

Threats-

Increased competition for market share in the common banking arena.

Market pressure for lowering the lending rate. Global and local unstable political situation. Vulnerable Government regulations. Multinational banks with good services.

PESTLE of Southeast Bank Ltd. :

PESTLE is a mnemonic which in its expanded form denotes P for Political, E for Economic, S for Social, T for Technological, L for Legal and E for Environmental. It gives a bird’s eye view of the whole environment from many different angles that one wants to check and keep a track of while contemplating on a certain idea/plan. Analysis of SOUTHEAST BANK External and internal environment:

Affect of Southeast bank manager:

Political/Legal-

It includes:

Political stability TAX Regulation Trade Regulation Foreign Exchange Regulation Employment Laws

Environment Laws Health and safety laws

Economical-

Economic factor has major impact on how bank operate and make decisions in the future. This includes:

Economic Downturn Interest rates Exchange rate Inflation rate

Socio cultural-

Social factors include the cultural aspects and its influencesvary region to region. This includes:

Life style Age Education

Technological-

Technology is necessary for the success for competitive advantage and is provide power to globalization. This includes:

R&D Activity Computer Sarver Internet CCTV Uninterrupted power supply

Environmental-

Growing awareness about climate change is affecting bank very hardly and it can be create new branch or destroy existing branch. It includes:

Climate change Diseases Weather

PESTEL affect on the manager:Here we before describe that bashundhara area is one of the largest residential area of the Dhaka city.so here influence of environment is most. Inside the bashundhara branch here 2 largest private University ( North south University and Independent University )operating their activities so most ofthe student come to the bank so Mr. Shainoor Islam face the social cultural environment . He most of the time technological device like computer ,mobile, fax machine, telephone etc. he cant handle any online transaction without using those item.

Environment change:

As we know that inside the bashundhara residential area day byday many business sector increasing for here live most of thehigh profile person.

A touch of MNC or NOT?

As said earlier, Southeast bank is completely homeland property. All rights are owned and controlled solely by the owners, abided by our country legislations.

The bank it totally owned, controlled and run by owners with Bangladeshi nationality. They aren’t any MNC nor they plan on doing such in the near future. Thus, it operates in the more natural way any other private organization, boomed and grown, within country boundary.

However, no cross border trade thus exits for the organizationbut they are efficiently handinling foreign affairs and trade for their clients from the very start.

Thus, this giving the manager no more extra responsibilities that would have been visible if the organization was a MNC.

Significant CSR activities:

The bank has been always involved in CsR since the business boomed. Out of all, we would like to mention some significant ones.

1. Donation to Jalalabad Education Trust for an Associated Body Jalalabad Association, Dhaka, to give financial assistance to needy students of the region.

2. Sponsoring of Tk.10,00,000 only for completion of Multiple Program by Rahmatullah-o-Azizia foundation.

3. Sponsoring of Tk.5,00,000 only for completion of Baitul Hatem Jame Mosque cum cyclone Shelter in Rangabali Upozila

4. Blood Donation for the victioms of Savar Building Collapse Tragedy

5. Southeast bank donated Tk.20 million to the Prime Minister’s relief Fund

6. Blanket distribution by different branches of Southeast Bank Limited

7. Etc.

Ethical Issues faced ever:

As per Mr. S.M Shainoor Islam, he faces ethical issues during his workday, almost everyday.

1. Employee behavior - whether an employee can spend work time checking personal email accounts, how a manager deals with claims of harassment and to what extent a manager can "groom" a certain employee for a promotion are all examples of ethical issues regarding employee behavior. There are legal consequences for some unethicalemployee behavior.

2. Employee working conditions - The must also consider if they have required an employee to work an unreasonably long period of time or if they have him doing an unusually difficult task.

3. Business ethics - Although there are ethical issues like discrimination that apply to all areas of business, each business area has its own ethical concerns. some major ethical issues result from hiring, firing and dealing with employees. For example, conflicts of interest may cause ethical issues. When personal family issues interfere with business decisions, this is a conflict of interest and an ethical concern. For Mr. S.M Shainoor Islam, its usually related to the employees conflict or family issues.

However, if there are problems, the solutions are also there. The executive manager says, employee behavior solely depends on the employer. He tries to lead the way with as less conflicts arising being an unbiased negotiator in the oppositecases.

The organization authority of the bank made sure that suitableworking condition is provided for the employees so that they can work in their own personal space, hassle free.

As for any family issues, he always chooses work over personallife. The decision of such kind is very difficult to take but he managed to take the entire burden over his shoulders.

Planning for the job:

The planning required for doing his day to day actives in not that significant. The manager likes to go with the flow, as quoted.

However, sometimes the bank organizes certain projects, both inside and outside the premises. The executive body isn’t related to primary work for these but he is the one who has the last say. Decisions are taken by him regarding such matrix

projects but it only happens if he gets some spare time all the work load already piled up in his desk.

Strategies to keep department more competitive and Problems faced:

Competition does not literally exist in the business, banking business. The departs are separated in a very broad way where everyone is doing ONLY the job assigned to them by the officials.

However, the manager tries to keep his subordinates motivated in the long haul 9-5 job. Monthly get together cultural programmes or free lunch once a month helps them lead the way with gracefulness.

When it comes to him being competitive, the manager tries to complete his tasks within time. As the bank has other branchestoo, a mere competition exists between branch managers. Everyone wants to perform well, so does he. That is why, he sticks to his morals and tries to give full attention and preference to his work. Punctuality is key for him and as said, it helped him from the very start.

The manager has to take both proactive and reactive decisions.It solely depends on the type of work given to him. But he tries to avoid reactive decisions but the political unstability of the country has had the upper hand in this case.

Department problems:

The very basic and common problem that he faces is account imbalance in his department. Even though they are using the

best technology, errors occur and effects the entire accounts.In such cases, usually the general body blames the managers. These are unintentional mistakes made by his subordinates.

No direct HR functions are assigned to the executive manager of Bashundhara branch of Southeast bank. However, if any unethical activities is taking place, the manager takes it to the higher board as a mean of written complaints. Strict actions are takes on such cases, after an analysis. He has also been cross checking almost every transaction, so that such problems arises less.

Communication with the superiors ans subordinates:

There are three ways preferred by the manager to communicate with his subordinates and superiors, they are

1. Directly Face to Face communication2. Over Phone3. Email

If its an superior who is hard to reach, a formal mail is preferred by him. But, however, if he needs to communicate within the branch, he prefers face to face communication.

In case of reaching out to anyone from another branch, a phonecall seems the easy way out for him.

The need of using different communication tools arises for themanager. Thus, one cannot be specified.

Motivating subordinates:

There are certain ways used by Mr. Islam to motivate his subordinates and bring efficiency, like:

1. Personally thank employees for doing a good job — one on one, in writing, or both. Do it promptly, often, and sincerely.

2. Be willing to take time to meet with and listen to employees. Give them as much time as they need or want.

3. Provide specific feedback about the performance of the employee, the department, and the organization.

4. Strive to create a work environment that is open, trusting,and fun. Encourage new ideas and initiative.

5. Provide information about upcoming products and strategies,how the company makes and loses money, and how each employee fits into the overall plan.

6. Involve employees in decisions, especially those decisions that directly affect them.

7. Encourage employees to have a sense of ownership in their work and their work environment.

He dose not prefer being a part of any such teams. Rather, he likes to make sure that the work assigned to him by his superiors is completed. The work given by him to his subordinates is also taken care of by him.

Conflicts:

What creates conflict in the workplace? Opposing positions, competitive tensions, power struggles, ego, pride, jealousy, performance discrepancies, compensation issues, just someone having a bad day, etc.

Communication: If you reflect back upon conflicts you have encountered over the years, you’ll quickly recognize many of them resulted from a lack of information, poor information, noinformation, or misinformation.

Emotions: Another common mistake made in workplace communications which leads to conflict is letting emotions drive decisions.

Clear, concise, accurate, and timely communication of information will help to ease both the number and severity of conflicts. Smart leaders look for the upside in all differing opinions.

Organizational changes:

For the banking business, Reactive changes are key. The managers face changes on a regular basis due to unexpected events taking place that needs a response.

1. Integration – Processes need to work with technology. People need to work with processes. Lack of training is a key factor for this. However, to eliminate such problems, Southeast bank holds training courses for the new recruits as soon as they join.

2. Organizational structure - Organizational structure refers to the objectives, roles and responsibilities of departments, teams and individuals. To resolve such issues, the manager tries to strictly maintain the hierarchy, which helps differentiation of work easier.

3. Knowlegde – As for a bank, it needs to be updated with different international affair’s, currency rates, etc. on aregular basis. This is ensured by the executive body of the bank to keep the knowledge bank updated.

Monitoring and control:

For monitoring, the leader goes with the Authoritarian style. This is because the leader cannot look into petty matters at times and thus the subordinates have the authority to take certain decisions in some cases. However, he mostly prefers

directive leadership style due to complex work involved in theorganizational process.

The manager of Southeast bank made a blend of concurrent control and feedback control. This is due to eliminate any sort of mishaps, that might end up having a account balance error.

RECOMMENDATIONS:

In specific level following recommendations are suggesting:

For General Banking

Efficiency should be ensured Customer service should be pleasant and prompt. Speed in general banking activities Product of General banking activities should be increase

For Accounts Section

•    A sound working environment should be ensured

•    Overlapping of duties should be reduced

For Foreign Exchange Division

Efficiency level should be improved Bank should take initiative to secure valuable customer The divisional activities should be more organized Historical record should be maintained

For Credit Division

Credit product should be increase and categorized Terms and conditions of credit should be more flexible Marketing of credit products should be increase Divisional activities should be more organized

Broad Recommendations

SEBL should be increase Marketing activities to becompetitive in the marketplace.

SEBL can pursue a Diversification Strategy in expandingits current line of business

By expanding Business Portfolio, SEBL can reduce itsbusiness risk

SEBL should increase efficiency Online Banking System forefficient transaction of business.

CONCLUSION

Modern Commercial Banking is challenging business. The rewardsare modest; the penalties for bad looking are enormous.Commercial Banks are great monetary institutions, important tothe general welfare of the economy more than many otherfinancial institutions. Southeast Bank limited started with avision to be the most efficient financial intermediary in thecountry and it believes that the day is not far off when itwill reach its desired goal. SBL looks forward to a newhorizon with a distinctive mission to become a highlycompetitive modern and transparent institution comparable toany of its kind at home and abroad.