National Bank

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CUSTOMER SERVICE
Perhaps the most important yardstick for testing the success oriented organization is in the area of customer services and it is in this very sphere that MCB have made the leading strides. To eliminate delays in dealing with credit proposals, of which complaints were frequent is the past, an effective three lier system was introduced instead of six lier system. Under this new system adequate sanctioning powers were delegated to Branch, Regional and General Managers and also to the senior executives in charge of credit at the Head Office. Only proposals exceeding their powers are now considered in the credit/executive committee.

As a part of the new system, the role of the Head office was redefined from supervisory to supporting only the inspection division at the Head Office now has a supervising role for ensuring the implementation of the Bank’s Directives.

The new policy and the restructuring of the system had a two fold positive outcome. Customer were provided improved services and needed facilities. The Bank’s executives and other staff come to possess a new sense of confidence and dignity in their jobs.

Automation & Modernization
The project of on line banking has been successfully introduced and provides customer with the facility to operate from any branch in the network, so for, more than 80 branches have been connected to the MCB Data Network between/among Karachi, Lahore, Rawalpindi, Hyderabad, Multan and Islamabad.

The bank has installed a number of Automated Teller Machines (ATM) to provide 24 hours cash facility to its customer. ATMs have been installed at 40 branches in Karachi, Lahore and Islamabad. The network have been expanded to Multan and Faisalabad since 1997. The ATM at Karachi airport has also started functioning and those at Lahore and Islamabad airport have been inter-linked in 1997.
 

Swift
The bank has also started replacing conventional telex messaging system for fund transfer, L/C opening etc., by connecting on-line with the world wide interbank Financial Telecommunication Network (SWIFT). So for, MCB has on line 20 branches in Karachi, Lahore, Faislabad, Gujranwala and Sialkot on SWIFT, to meet foreign correspondence requirement.
 

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