Project Report UBL OMNI Group 2

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Project Report

Submitted to: Mr. Malic Mansoor Kabani,

Submitted by:

Ammara Haque – ID# 13883 M. Arsalan Khan – ID# 14210 Uzair Ur Rehman – ID# 17732 Syed Owais Shah- ID# 16945 M. Ehtisham Wasim- ID# 18486

Sales Management Institute of Business Management Spring 2016

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Acknowledgement

Firstly, we thank Almighty Allah, without His guidance this assignment would not have been possible.

We take this opportunity to express a deep sense of gratitude to Mr Malic Mansoor Kabani – visiting faculty IoBM for his cordial support, valuable information and guidance, which helped us in completing this task through various stages.

We are also greatly thankful to Mr. Talha Razi Relationship Manager (Personal Banker) and Mr. Sheharyar Ali Relationship Manager (Personal Banker) Consumer Banking (UBL) for providing us the opportunity to seek corporate knowledge regarding UBL Omni.


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Letter of Transmittal:

Date: 16th April 2016

Malic Mansoor KabaniInstitute of Business Management75190-korangi creek, Karachi.

SUB: TRANSMITTAL OF PROJECT REPORT

Dear Sir,

We are submitting the project report on “UBL OMNI” United Bank Limited which is the tier one bank Pakistan’s banking industry.

We found this report to be truly challenging yet interesting in many aspects, writing this analysis itself was truly comprehensive learning experience for us.

Any recommendations and the factors which we have forgotten to add in our report will be highly appreciated.

Kindly accept this humble effort of bringing forward our term report.

Sincerely,

Ammara Haque

M. Arsalan Khan

Uzair Ur Rehman

Syed Owais Shah

M. Ehtisham Wasim


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Table of Contents What is Branchless Banking?............................................................................................................................5

UBL-OMNI Launch:.........................................................................................................................................6

What Is Omni Dukaan?.....................................................................................................................................7

Service Menu:..................................................................................................................................................8

Account Opening:............................................................................................................................................9-13

Domestic Remittance:......................................................................................................................................14

Domestic Remittance –Information Required............................................................................................. 15

Mobile Airtime / Prepaid Voucher Purchase:..................................................................................................16

Mobile Airtime – Alert Note:......................................................................................................................17

Bill Payments:..................................................................................................................................................18

Cash Deposit and Withdrawal:........................................................................................................................19

Agent Acquiring Process:................................................................................................................................19

Prospect Dukaandar.....................................................................................................................................19

Comparative Analysis:.....................................................................................................................................20-21

Roles & Responsibilities – AM/ ZM:..............................................................................................................22

Roles & Responsibilities – BDE:.....................................................................................................................23

Roles & Responsibilities – Agent:...................................................................................................................24

Key Main Problem Highlighted:......................................................................................................................25

Strategy Recommended:..................................................................................................................................26

Need to find Clusters:..................................................................................................................................26

Plan activities to engage the found sector:.......................................................................................................26

Reference:.........................................................................................................................................................27


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What is Branchless Banking?

Branchless banking (BB) represents a significantly cheaper alternative to conventional branch-based banking that allows financial institutions and other commercial actors to offer financial services outside traditional bank premises by using delivery channels like retail agents, mobile phone.


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UBL-OMNI Launch:


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What Is Omni Dukaan?

These are the location from where you can use the services of UBL Omni. It can be a

• Bakery

• General Store

• Communication Shop and PCO (Personal Call Booth)

• Medical Store etc…

Benefits for Omni Dukandaar:

UBL will

• Brand the shop

• Provide Bluetooth printer

Apart from above

• Agent will get Commission means increasing income

• Increase customer for his own business


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Service Menu:

Account Opening Cash Deposit & Withdrawals Bill Payments Omni to Omni Funds Transfer Domestic Remittance Voucher Purchases


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ACCOUNT OPENING:


ONLY CNIC AND MOBILE NUMBER REQUIRED

GET AN ATM AND ENJOY THE POWER OF VISA (DEBIT/ CREDIT CARD)

ANYBODY CAN OPEN AN ACCOUNT WITH OMNI

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Account Opening:


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Account Opening:

*Paper free work

*Image of CNIC

*Introduction of level 0 a/c

*Increase in limits

Account Level Daily Monthly Annually

LEVEL 0 15,000 25,000 120,000

LEVEL 1 25,000 60,000 500,000

LEVEL 2 Unlimited Unlimited Unlimited

LEVEL 3 Unlimited Unlimited Unlimited

Additional Information: Using Visa Card (Debit Card)


• Cash Withdrawal Rs. 40000

• Funds Transfer Rs. 100000

• POS Rs. 100000

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Account Opening:

Omni Access Channels

• OMNI Dukaan

• SMS

• Internet

• ATM

• UBL Contact Center

• Any UBL Branch


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Account Opening: Important Information

While forwarding request of account opening Agents must religiously follow the following instructions in order to comply with compliance requirement and work proactively to resolve customer services issues

• Must check the Original CNIC of the customer.

• Ensure that customer has filled the form and enter the correct information as per CNIC

• Signature on the form should have to be same as on CNIC.

• Customers with thumb impression on CNIC without signature cannot open the Omni account

• Must check expiry of the CNIC and should forward request if expired

• Overseas Pakistani’s CNIC would not be accepted (NICOP)

• Enter the correct mobile number on the system.

• Customer’s picture should be clear

• After completion of account opening transaction, agent will provide printed receipt to customer and guide to his customer that he will get confirmation SMS on his mobile number as well.


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Domestic Remittance:


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Domestic Remittance –Information Required

MANDATORY INFORMATION

Own CNIC Own Mobile Number Own Name Beneficiary CNIC Remittance Amount Beneficiary Name

Domestic Remittance:

Must check the Original CNIC of the sender and retain a copy of CNIC

Enter correct mobile # of the depositor Enter correct CNIC of the receiver Correctly enter the receiver mobile number Provide printed receipt to the customer


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Mobile Airtime / Prepaid Voucher Purchase:

Entered correct mobile number in the system Select correct denomination Provide customer the electronic slip.

Bill Payments : All Utility Bills can be paid

Enter correct consumer id in system Properly check either bill is expired or not Collect amount as the case is within due date/ after due date Process bill payment at the same time Give customer a receipt of utility bill and a printed receipt


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Cash Deposit and Withdrawal:


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Cash Deposit – Note:

Agent once enter the details and pressing the next button must verify the beneficiary name

Must enter correct mobile number of depositor Provide printed slip to the customer

Cash Withdrawal :

Only ask for the disbursal code if Agent have the available credit limit and hard cash

Enter correct CNIC and disbursal code

Verify name and account # of the customer from disbursement details fetched in the system

Provide printed slip to the customer


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Agent Acquiring Process:

Prospect Dukaandar..

• One Year in business

• Permanent Structure

• Populated area where customer visit

• Doing Legal Business

• Agree to purchase PC / Mobile, WebCam and internet connection

• Agree to make a security deposit of Rs. 10000

Then that Dukaandar can be Our Omni Agent


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Comparative Analysis:

Competition Analysis:

Category UBL Omni Easy Paisa

Retail Approx 25000++ Dukaans andOutlets 1,100 Branches

Service • Account Opening,Menu

• ATM Card,

• Internet Banking

• Cash Deposit /Withdrawal,

• Bill Payment,

• Local Remittances,

•Institutional Services (G2P,Corp, etc.)

Approx. 65,000++


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UBL Omni Branch Less Banking has made it possible just about every consumer to avail the opportunity of accessing and maintaining a bank account with the minimum amount giving the mass a new way of retaining and maintaining their expenses.

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Roles & Responsibilities – AM/ ZM:

Managing Agent Acquisition & Start up

Sales ForceManagement

Procedural /Operational Management

•Start up requirement•Agent’s initial training•Providing branding material to the Agent & proper placement•Creating relationships to establish & expand the network

•BDEs are supporting Agents for their any concerns and issue•Printer maintenance and technical support of application is being provided when needed

•They will strive to increase in transaction volume and will motivate Agents to execute some promotional activities

•Ensuring agent is maintaining appropriate liquidity to fulfill customers needs

•Ensure timely collection of A/C opening forms and DRs CNIC•Monitoring the transaction targets of the Agent

•They should keep themselves up to date regarding new policies, process knowledge and conduct briefing sessions for their teams and then BDEs train their Agent accordingly.

•Will Play their role when required for Agent Blocking, Dispute Resolution and Termination

•They will control Agent attrition

Roles & Responsibilities – BDE:

EnsuringAgentMonitoring

CompetitionAnalysis


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• Making sure that BDEs are visiting Agents locations as ASMP

• Monitoring the customer services delivered by Agents

• This is a very critical responsibility of AM/ZM, because it has a huge impact on business profits. Currently easy paisa and NADRA are the competitors. AM/ZM should now that what their competitors are doing in their respective area

• Promotion activities by the competitors

• Number of Retailers of the

competitors in the Area


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Managing Agent Acquisition & Start up

AgentManagement

•Meeting with the potential Agents•Application processing and follow up•Providing printers and installation of application•Agent initial training•Providing branding material and proper placement•Creating relationships to establish & expand the network

•Supporting Agents for their any concerns and issue•Printer maintenance and technical support of application•Increase in transaction volume•Ensuring agent is maintaining appropriate liquidity•Timely Collection of A/C opening forms and DRs•Ensuring that Agents are meeting their transaction targets


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Roles & Responsibilities – Agent:


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Main Problems Highlighted:

Outlet Coverage. Retention of Loyal customer. Increase in industry pie. Decrease of Market Share of UBL-OMNI with respect to market share. Increase with respect to last year 4% as value but in actual while the market size

got increase therefore decrease in actual market share from 20% to 15% with respect to market.

Mobi-Cash become the 2nd most competitor for UBL-OMNI as got to gain the market share of 25% while UBL-OMNI comes down from 20% share to the 15% and still with the lead Easy-Paisa is at the top as leader at 65%.

Strategy Recommended:

Need to find Clusters:

Where many loyal customers can be part of activity at one touch points like: o Police Lines o Rangers HQ o Army Lines o Export Processing Zones o Industrial Areas of Pakistan where availability of labor are at high side

Plan activities to engage the found sector:

Activities at the desire locations to engage people, like: Music Concerts Fun Mela Awareness shows Basant Mela Industrial Areas of Pakistan where availability of labor are at high side


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Increase ATL & BTL Activities:

Activities to engage consumers: Mystery Shopping Activations Kiosks

Make touch points at desire locations:

Since fund transfer is complete by both send & receive activity therefore create touch points for consumer at both ends, like:

o Key main area capturing in citadels o Capturing touch points in interiors & sub urban & rural

areas o Awareness for retailers o Train the sales force o Must capture Industrial Areas of Pakistan where

availability of labor are at high side


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Reference:

UBL Official Website Annual Reports SBP Branchless Banking Reports SBP Analysis Reports on Branchless

Banking

Visit to the Omni Branch and meeting with the relationship managers.


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Project Report UBL OMNI Group 2

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