Introduction

City Bank is one of the oldest private Commercial Banks operating in Bangladesh. It is a top bank among the oldest five Commercial Banks in the country which started their operations in 1983. he Bank started its !ourney on "#th $arch 1983 through opening its first branch at B. B. %venue Branch in the capital& 'haka city. It was the visionary entrepreneurship of around 13 local businessmen who braved the immense uncertainties and risks with courage and (eal that made the establishment ) forward march of the bank possible. hose sponsor directors commenced the !ourney with only aka 3.* crore worth of Capital& which now is a respectable aka 33+.## crore as capital ) reserve. City Bank is among the very few local banks which do not follow the traditional& decentrali(ed& geographically managed& branch based business or profit model. Instead the bank manages its business and operation vertically from the head office through * distinct business divisions namely I. Corporate ) Investment Banking, II. -etail Banking .including Cards/, III. I2. 0$1 Banking, ) reasury ) $arket -isks.

3nder a real4time online banking platform& these * business divisions are supported at the back by a robust service delivery or operations setup and also a smart I Backbone. 0uch centrali(ed business segment based business ) operating model ensure speciali(ed treatment and services to the bank5s different customer segments. he bank currently has 88 online branches and 1+ 0$1 service centers and 1 0$1 %gro center spread across the length ) breadth of the country that include a full fledged Islami Banking branch. Besides these traditional delivery points& the bank is also very active in the alternative delivery area. It currently has 83 % $s of its own, and % $ sharing arrangement with a partner bank that has more than 66+ % $s in place, 0$0 Banking, Interest Banking and so on. It already started its Customer Call Center operation. he bank has a plan to end the current year with 1++ own % $s. City Bank is the first bank in Bangladesh to have issued 'ual Currency Credit Card. he bank is a principal member of 2I0% international and it issues both 7ocal Currency . aka/ ) 8oreign Currency .30 'ollar/ card limits in a single plastic. 2I0% 'ebit Card is another popular product which the bank is pushing hard in order to ease out the 9ueues at the branch created by its astounding base of some *++&+++ retail customers. he launch of 2I0% :repaid Card for the travel sector is currently underway. City Bank has launched %merican 1;press Credit Card and %merican 1;press <old Credit card in =ovember "++9. City Bank is the local caretaker of the brand and is responsible for all operations supporting the issuing of the new credit cards& including billing and accounting& customer service& credit management and charge authori(ations&

as well as marketing the cards in Bangladesh. Both cards are international cards and accepted by the millions of merchants operating on the %merican 1;press global merchant network in over "++ countries and territories including Bangladesh. City Bank also introduced e;clusive privileges for the card members under the %merican 1;press 0elects program in Bangladesh. his will entitled any %merican 1;press card members to en!oy fantastic savings on retail and dining at some of the finest establishment in Bangladesh. It also provides incredible privileges all over the globe with more than 13&+++ offers at over 1+&+++ merchants in #6 countries. K Mahmood !attar City Bank prides itself in offering a very personali(ed and friendly customer service. $anaging 'irector ) Chief It 1;ecutive ?fficer has in place a customi(ed service e;cellence model called C-: that focuses on ensuring happy customers through setting benchmarks for the bank5s employees5 of!ohail K. Hussain attitude& behavior& readiness level& accuracy and timelines service R. 9uality.
Mr. Aziz Al Kaiser Chief Business ?fficer City Bank is one of the largest corporate banks in the country with a current business Chairman model that heavily encourages and supports the growth of the bank in -etail and 0$1 Md. Ehsan Khasru Banking. he bank is very much on its way to opening many independent 0$1 centers Mr. Hossain Mehmood %dditional $anaging 'irector ) across the Chairman country within a short time. he bank is also very active in the workers5 2ice Chief -isk ?fficer foreign remittance business. It has strong tie4ups with ma!or e;change companies in the $iddle 1ast& 1urope& of individual remittances Mr. Rubel Aziz 8ar 1ast ) 30%& from where thousands Mashrur Are#in come 'irector to the country every month for disbursements through the bank5s large network of 'eputy $anaging 'irector& 99 online branches and 0$1 service centers. %dditional $anaging 'irector )

Ms. Evana Fahmida Mohammad Chief Communications ?fficer he current senior management leaders of the bank consist of mostly people form the 'irector multinational banks with superior management skills and knowledge in their respective !hei$h Mohammad Maroo# >speciali(ed> areas.Khaled he newly launched logo and the pay4off line of the bank are !ust Mr. Hossain @ead of one initial step towards reaching that point. 'irector
Aholesale Banking

Chief ?perations ?fficer )

Mr. Rajibul Huq Chowdhur

'irector

Md. Abdul %adud

@ead of Credit -isk $anagement

Mr. Ahmed Rajeeb !amdani

'irector

& Choudhur
@ead of 0$1 Banking

Mrs. "abassum Kaiser

'irector

Mr. Ra#iqul Islam Khan

'irector

Kazi Azizur Rahman

@ead of Information echnology

'asim Ahmed
@ead of Internal Control ) Compliance

Mrs. Meherun Hoque

'irector

Mr. Mobara$ Ali

'irector

Md. Abdus !alam &hui an

@ead of @uman -esources

Mr. K Mahmood !attar

$anaging 'irector ) C1?

(abed Amin
@ead of -etail Banking

)re#ace* Ae are the students of %merican International 3niversity4Bangladesh and as the course curriculum of ?rgani(ational heory under the eminent supervision of our course teacher $r. ?baidul Islam& we went to City Bank Bangladesh for a short educational visit. he topic was about the @- policy and methodology. %s we know 0trategy :olicy Communication department works on standardi(ing the best organi(ational structure suited for the organi(ation& we tried to talk someone who actually has the direct or at least some indirect communication with that department. %s a result& City BankBs @- %ssistant $anager $r. $d. anvir %hmed shared with us his professional and some practical knowledge about his BankBs organogram& hr strategy& employee feedback etc. Interview and answers* Ae asked him some 9uestions which covered the scope of our salient ob!ectives of the visitC +. %hat $ind o# ,r-anizational chart does Cit &an$ #ollow. /ia-ram o# the chart. Answer* City Bank follows flat organi(ational chart.

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Head o# Finance

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Fi-0+.+* Flat or-anizational chart o# Cit &an$

1. %hat is the communication 2rocedure.

%nswerC the first communication procedure is of official letters and notice. 0uch as Board 1;tract is an official document by which the management committee informs the decisions. 0econd one is official email. %nd the third one is over telephone. 8. How does the in#ormation #lows #rom each level in the chart #rom to2 to bottom. %nswerC Board of 'irectors .owners/ along with top management directors sit in a meeting prior to take any decision. Company 0ecretary notes down the agreed agenda and prepares a resolution for final approval after the meeting. %fter getting the official approval the decision is passed to the head of each department and thus an official circular is released in the form of notice for informing all the managers and subordinate staffs conse9uently. 9. Is the s stem centralized or decentralized. %nswerC he organi(ational system of City Bank is centrali(ed. he process of transferring and assigning decision4making authority prevails in City bank on higher levels of organi(ational hierarchy. he decision4making has been moved to higher levels or tier of the organi(ation such as corporate office. Dnowledge& information and ideas are flowing from the top to the bottom of the organi(ation. :. %hat are the barriers and com2lications in the s stem. %nswerC he system is variable due to high volume of employee numbers. barrier of the system of City Bank. ;. /oes the &an$ have matri< structure. I# =es> then wh . %nswerC =o. ?. Can ever one communicate to each when necessar . %nswerC Ees. he Bank has well established and secured internet connection as they can communicate each other by email. he telecommunication technology advanced a lot since couple of years and verbal communication is occurred instantly. @. Is there an s2ecial instruction s stem #or em2lo ees. %nswerC =o. there is no special instruction system. A. Are em2lo ees ha22 with this s stem. %nswerC Ees. he employees are happy with the system. +B. How tou-hCeas it is to #ollow the 2rocedure in the chart and wh . %nswerC his structure is a many years of researchBs output for a standard system for banking. he tasks in every step of the chart is defined and well counseled. ?n the other hand it is bit lengthy and time consuming since it has a long hierarchy. 0till& flat organi(ational chart and matri; organi(ational chart can be off hybrid solution where problem demands for it. ++. Recommendation o# the interviewer* %nswerC he way how City Bank works is well going. Ae have talked about their @- structure also. hat department has an efficient organogram as well. his is the salient

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Fi-0+.1* ,r-ano-ram o# HR de2artment