Page 1 of 41 Internship Report On: “The impacts of redesigning the work practice using IT on the employee’s performance in Citi Bank N.A. Bangladesh”. Submitted to: Submitted By: Shamim Ehsanul Haque Nusrat Islam Assistant Professor ID: 12104247 BRAC Business School BRAC Business School BRAC University Date: 6th December, 2016 Signature: Signature: Page 2 of 41 Letter of Transmittal 6th December, 2016 Shamim Ehsanul Haque Assistant Professor BRAC Business School BRAC University 66, Mohakhali, Dhaka-1212, Bangladesh Subject: Submission of Internship Report on “The impacts of redesigning the work practice using IT on the employee’s performance in Citibank, N.A. Bangladesh”. Dear Sir As it is compulsory to submit an internship report, I am really happy to submit my internship report titled “The impacts of redesigning the work practice using IT on the employee’s performance at Citibank, N.A. Bangladesh”. During my internship period I have prepared this report based on my understanding and observation. I also tried to learn about the organization and their working procedure. My internship report is based on redesigning the work practice by using IT. I am really thankful to you as this topic is choose by me and accepted by you. For me this is a challenging topic, however I tried my level best to find out the impacts of redesigning the work practice using IT on the employee’s performance. I want to thank you for giving me your valuable time, support and guideline. I hope that you will find my internship report satisfactory. Sincerely Yours, Nusrat Islam ID: 12104247 Page 3 of 41 Acknowledgement I would like to extend my gratitude to the Almighty Allah and to all the people who helped me a lot to complete my internship report title, “The impacts of redesigning the work practice using IT on the employee’s performance in Citi Bank N.A. Bangladesh”. At first I want to thank Sir Shamim Ehsanul Haque, Assistant Professor at BRAC University, who is my internship supervisor. He helped me a lot by giving me his valuable time, instructions and support. Secondly, I want to express my gratitude to Mr. Nafis Mazhar, Head of Treasury Operations who was my supervisor at Citibank. He tried to help me by providing necessary information about the organization. I am really grateful to Mr. Asif Zaman, Head of HR for granting my internship in treasury operations department. Lastly, I want to express my sincere gratitude to Miss Nowrin Islam, Assistant Manager of Corporate Affairs department for giving me a chance to work with media. Page 4 of 41 Table of Contents Contents Page Number Letter of Transmittal 03 Acknowledgement 04 Executive Summary 07 Chapter 01: Introduction 08 1.1 Origin of the report 09 1.2 Objectives of the report 09 1.3 Data sources 10 1.4 Scope of the report 10 1.5 Limitations of the report 10-11 Chapter 02: Organizational part 12 2.1 History 13-14 2.2 Citigroup 15 2.3 Citibank, N.A. Bangladesh 15-16 2.4 Citi’s mission: Enabling process 17 2.5 Key principles of Citi 17 2.6 Offering services 17-18 2.7 Citi regions 18 2.8 Organogram of Citibank, N.A. Bangladesh 19 2.9 SWOT analysis 20 Chapter 03: Job experiences 21 3.1 Treasury Operation 22 3.2 Job description 23 3.3 Specific responsibilities 23-25 3.4 Critical observations 25 3.5 Recommendations 25-26 3.6 Learnings 26 Chapter 04: Project part 27 4.1 Summary 28 4.2 Objectives of the report 28 4.3 Hypothesis 28 4.4 Methodology 29 4.5 Questionnaire development 29-30 4.6 Variable determination 31 4.7 Target population 31 Page 5 of 41 4.8 Sample size determination 31 4.9 Sampling method 31 4.10 Data collection 31 4.11 Data processing tool 31 4.12 Data analysis 31-36 Chapter 05: Recommendation & Conclusion 37 5.1 Key findings and recommendation 38 5.2 Conclusion 38 Chapter 06: References & Bibliography 39 6.1 References 40 6.2 Bibliography 41 Page 6 of 41 Executive Summary My internship report is the reflection of my point of view, observation, thinking and understanding. I was assigned as an intern in Citibank, N.A. Bangladesh under Treasury Operations department. The internship time period was three months and as an intern my journey was really delightful and great. There are six chapters in this report. The first chapter mainly focus on introduction. The introduction chapter includes origin of the report, broad and specific objectives of the report, methodology, scope and limitations of the report. The second chapter mainly focus on the organizational overview. Which includes history of Citibank, Citigroup and Citibank N.A. Bangladesh, mission, key principles, services, Citi regions, organogram and SWOT analysis of Citi Bangladesh. After that this report is going to give my work related information. I will highlight not only my department but also other departments of Citibank. Moreover, the report is mainly based on the impacts of redesigning the work practice using IT on the employee’s performance in Citibank, N.A. Bangladesh. Page 7 of 41 CHAPTER- 01 INTRODUCTION Page 8 of 41 1.1 Origin of the report In BRAC University, Bangladesh it is compulsory to submit an internship report for finishing Bachelor of Business Administration (BBA) degree. Internship is a four credit course. The core purpose of this internship program is to provide us an opportunity to work in different culture. Through this course we get a precious chance to apply our theoretical knowledge in corporate life. It help us to learn many new things which will help us in our future. For the purpose of preparing an internship report my respective supervisor Shamim Ehsanul Haque, Assiatant Professor of BRAC Business School at BRAC University was assigned me a topic named “The impacts of redesigning the work practice using IT on the employee’s performance on Citibank, N.A. Bangladesh”. As an intern I tried my level best to draw my observation and understanding on my report. 1.2 Objectives of this report Broad Objective: The main objective of the report will be to deliver an overview about redesigning the work practice using IT on the employee’s performance at Citibank N. A. at Gulshan Branch with fulfilling the requirement of BBA program. Specific Objectives: Draw an overview about my internship experience in this report. To identify the impacts of redesigning the work practice using IT on the employee’s performance of Citibank N. A. Bangladesh. To identify the relationship between IT and performance of the employees. To identify some problems related with Citibank N. A. Bangladesh and recommended possible actions to overcome the problem. To observe the problem related with money market, FX and fixed income transaction. Page 9 of 41 1.3 Data Sources For this report both primary and secondary data were required. For my internship report I have collected all the information through both primary and secondary sources. Primary Sources: Through my working experience as an intern in Citibank, N.A Bangladesh I have obtained the main source of primary information. Secondary Sources: The information about the organization was collected from different sources such as, Citibank, N.A’s official website, articles, Journals and annual reports of Citi Group etc. 1.4 Scope of the report The main focus of this report is on “The impacts of redesigning the work practice using IT on the employee’s performance in Citibank, N.A Bangladesh”. The core objective of my internship report is to know and give a proper understanding about redesigning the work practice using IT, how it works and the relationship between using IT and employee’s performance is either positive or negative etc. Apart from this all the work related information is described. This report is all about my understanding and the research which I did about the impacts of redesigning the work practice using IT on the employee’s performance in Citibank, N.A Bangladesh. 1.5 Limitations I faced some problems when I was preparing my internship report. The limitations are given below: Less information in the organization website. As Citibank N. A. is a multinational company for this reason most of their information is confidential so they were not comfortable to share the information with me. Internship period was not sufficient to understand the working procedure of an organization. As I did my data analysis part by using SPSS statistics so at the very beginning I was less experienced about SPSS statistics. Page 10 of 41 I also faced some problems when I was an intern in Citibank, N.A. Bangladesh. The limitations are given below: The office time was 10.00 A.M. to 6.00 P.M. but because of the work pressure sometimes I had to work more than the regular office hour. With due respect, I felt some of the senior gave less priority to my work. The process of giving salary for an intern was not good enough. As they didn’t paid monthly. They provide car parking facility to their regular employees but as I was an intern so they didn’t provide me any car parking facility. Page 11 of 41 CHAPTER- 02 ORGANIZATIONAL OVERVIEW Page 12 of 41 2.1 History The City Bank of New York was established on June 16, 1812. The initial president of the City Bank was the statement and retired Colonel Samuel Osgood. Proprietorship and control of the bank was occupied by Moses Taylor, a protégé of John Jacob Astor and one of the giants of the business world in the 19th century.