The Management of United Bank Limited (UBL), in order to
further improve the quality of service, particularly at the branch level, is
restructuring its commercial banking operations. In this regard the concept of
Central Branch and its Satellite branches is being introduced to achieve desired
improvements in its service levels.
Approximately l04 branches spread all over the country have
been selected as "Central" branches while, on average, around 12 to 15
branches surrounding each Central branch have been designated as its
"Satellite" branches. The Central branches have been selected on the
basis of the following criteria:
1. Number of business customers already maintaining
accounts in the branch
2. The potential of the branch to attract additional business customer
3. The strategic location of the branch with reference to population
centers and other branches
The managers of the Central branches have been designated as
Area Managers who would also be responsible for the Satellite branches within
the cluster. The administrative and reporting functions are to be taken over by
the Central branches and the Central-Satellite branch cluster would be
considered as a business unit where targets for growth and expenditure control
etc., would be assigned for the entire unit. The area managers would report
directly to the Regional Chief Executive.
The Central branches would be full service branches and will
be computerized and eventually linked to the Head Office through an electronic
network. The idea is to concentrate routine bookkeeping and report generation
work of all Satellite branches at their respective Central branches so that the
Satellite branch staff can become more effective in business development and
customer service. This will be achieved by creating dedicated sales teams at the
Central or selected Satellite branches with singular responsibility of
mobilizing deposits especially the low cost deposits.
In order to ensure better service quality to business
customers, all Central branches and around 200 Satellite branches will have
separate service areas for "business" and "mass-market"
customers. In the Central branches and automated Satellite branches, the concept
of multi-function teller with a computer at the counter, will ensure speedy
service to the customers.
A separate tunction of operations is being introduced to
ensure proper focus to service delivery as well as back-office work. Each
Central branch and some large Satellite branches will have a new position of
"Branch Operations Manager". The operations staff in the branch will
be responsible for all routine work as well as service delivery within the
branch while the sales staff and Relationship Managers will concentrate on
deposit mobilization and business development.
Similarly, Regional Chief Executives will now concentrate on
business development while the post ol Regional Operation Head (ROH) is being
introduced to oversee operations within the entire region. The Country Branch
Operations, Centralized HO Operations, Country ICU and Treasury Operations will
be managed by Country Operations Head.
The lending approval function within Commercial Bank is being
centralized Region-wise. This way customer accounts can be located at any branch
within the region, all approvals, documentation, and monitoring will be through
the selected Central branch to be referred to as the Credit Central branch
within the Region.
It has been decided to introduce the concept of "Trade
Factories" where all trade related processing will be centralized. In this
case too, the customer accounts could be located at any branch, but all
approvals, document negotiation, record keeping, processing including
preparation of LCs, etc. will be carried out at the Trade Factories. Three such
centers are being created one each at Karachi, Lahore and Islamabad.
Automated and renovated Central branches would provide a
quantum leap in service and there will be multifarious advantages to the
customers through facilities like: