AN INTERNSHIP REPORT ON CUSTOMER DEPATMENT AT

NEPAL BANK LIMITED, City Office Pokhara City, Tersapatti, Pokhara

SUBMITTED BY:

ABINASH ADHIKARI

SCHOOL OF BUSINESS

BBA 7th SEM

Roll No.:53(21037465)

PU Registration Number 2021-2-03-3959

An Internship Report submitted to Pokhara University in partial fulfillment of the

requirements for degree of

BACHELOR OF BUSINESS ADMINISTRATION

at the

School of Business

Pokhara University

June,2025
INTERNSHIP CERTIFICATE

ii
 DECLARATION

I hereby declare that the internship Report entitled “An Internship Report on Customer
Service Department at Nepal Bank Limited, City Office Pokhara Branch " is uniquely
prepared by me after the completion of eight weeks of internship work at Nepal Bank Limited,
City office Pokhara branch, Pokhara. I also confirmed that this report is only prepared and
submitted for the academic requirement of BBA degree. It is my original work and the report has
not formed the basis for the award of my degree diploma or others similar titles. It might not be
used with interest of opposite party corruption.

………………………
Abinash Adhikari
June 2025

iii
 ACKNOWLEDGEMENTS

This report has been prepared to fulfill the partial requirement for BBA degree of Pokhara
University. Such program gives the students with platform to test their knowledge and
understanding under new phenomena where they can widen their horizon with the experience
they entertain and skills they acquire.

I would like to extend my special regards to all those who have contributed directly and
indirectly to complete this report. Initially the credit for the completion of the report goes to my
supervisor Dr. Ashish Thapa who has been so kind and supportive throughout the tenure. Their
insightful suggestions and constructive feedback have greatly enhanced the quality of this study.

I'd like to express my gratitude to the BBA program faculty for their valuable teachings, which
have greatly influenced my academic and professional growth. I also want to thank my
classmates and friends for their support and enriching discussions that enhanced my
understanding of the subject.

I want to sincerely thank Nepal Bank Limited for granting me the valuable opportunity to be a
part of their esteemed organization as it was a great experience and pleasure for me to complete
my internship program there. I'd like to offer my heartfelt appreciation to the internship in charge
Assistant Manager Bikash Acharya for their continuous guidance and unwavering support during
my tenure here. Their leadership and mentorship have played a pivotal role in shaping my
professional growth. I am also grateful to all the dedicated staff members who have welcomed
me warmly and contributed to my growth within the organization.

I hope that this report shows that I have tried to cover all the important, useful, and necessary
information on the subject. I have engaged in consultations with both the bank's staff and branch
managers to gather insights and information for the report. Their valuable input has greatly
enriched the content and depth of the report; I have done everything in my power to reduce error
to the greatest extent possible.

June,2025

iv
 EXECUTIVE SUMMARY

This report was a part of 8 weeks internship that was completed at Nepal Bank Limited (NBL),
City Office Pokhara Branch as partial fulfillment of the BBA program of Pokhara University,
where intern was placed in the Customer Service Department (CSD) dealing with routine
activities like filling the form of account opening and closing, updating KYC, customer queries
and issues, and working on digital banking activities.

The program has offered a practical platform to apply theoretical knowledge, build technical
expertise in banking software like PUMORI FINACLE, AML CFT, and other related aspects,
and also improved interpersonal and customer service skills. It has also developed ideas about
operational processes and how important efficient delivery of services is in a competitive
banking environment.

Resource constraints, poor filing systems, and weak grievance handling under limited staffing
are the major challenges that need to be addressed at the bank. Therefore, the major
recommendations to be made will be on more recruitment, modernization of record management,
and customer service training to enhance operational efficiency.

The internship has allowed for the development of a full banking perspective in Nepal. It puts an
emphasis on the vital customer satisfaction role and technology integration with operational
excellence in organizational success.

v
 Table of contents

INTERNSHIP CERTIFICATE.......................................................................................................ii
DECLARATION............................................................................................................................iii
ACKNOWLEDGEMENTS............................................................................................................iv
EXECUTIVE SUMMARY.............................................................................................................v
LIST OF TABLES.......................................................................................................................viii
LIST OF FIGURES........................................................................................................................ix
LIST OF ABBREVIATION............................................................................................................x
CHAPTER I.....................................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Background............................................................................................................................1
1.2 Purpose of the Study..............................................................................................................1
1.3 Internship Objectives.............................................................................................................2
CHAPTER II...................................................................................................................................3
INDUSTRY AND ORGANIZATIONAL ANALYSIS..................................................................3
2.1 Company Profile....................................................................................................................3
2.2 Organizational Structure........................................................................................................9
2.3 Industry Context...................................................................................................................10
2.4 SWOT Analysis...................................................................................................................17
CHAPTER III................................................................................................................................19
INTERNSHIP EXPERIENCE AND LEARNING OUTCOMES................................................19
3.1 Internship Description..........................................................................................................19
3.1.1 Role and Responsibilities..............................................................................................19
3.1.2 Department/Team Overview.........................................................................................21
3.1.3 Challenges faced and ways of solving the problem......................................................21
3.1.4 Duration and Schedule..................................................................................................22
3.2 Learning Outcomes..............................................................................................................22
3.2.1 Skills Acquired..............................................................................................................22
3.2.2 Professional Growth......................................................................................................23
3.2.3 Key Takeaways.............................................................................................................23
CHAPTER IV................................................................................................................................25
CONCLUSION AND RECOMMENDATION............................................................................25
4.1 Conclusion...........................................................................................................................25

vi
 4.2 Recommendations................................................................................................................25
4.2.1 Feedback to the organization.........................................................................................26
4.2.2 Feedback to the college.................................................................................................26
References......................................................................................................................................28

vii
 LIST OF TABLES
Table 1: Number of branches in different provinces.......................................................................5
Table 2: Financial structure of NBL..............................................................................................11
Table 3: Total Assets.....................................................................................................................12
Table 4: Total shareholders’ deposit..............................................................................................12
Table 5: Total shareholders’ equity...............................................................................................12
Table 6: Net Profit.........................................................................................................................13
Table 7: Interim Financial Statements of Third Quarter of FY 2081/ 82......................................13
Table 8: Interim Profit & Loss of Third Quarter of FY 2081/ 82..................................................15

viii
 LIST OF FIGURES

Figure 1: Design and structure of City Office Pokhara Branch of NBL.........................................9

ix
 LIST OF ABBREVIATION

ABBS : Any Bank Branch Service

ATM : Automated Teller Machine

CEO : Chief Executive Officer

CD : Cash Department

CSD : Customer Service Department

ECC : Electronic Cheque Clearing

FOM : Faculty of Management

KYC : Know Your Customer

MOF : Ministry of Finance

MSD : Management Service Department

NBL : Nepal Bank Limited

NRB : Nepal Rastra Bank

RCD : Retail Credit Department

TU : Tribhuvan University

x
 CHAPTER I

INTRODUCTION

1.1 Background
Nepal's banking industry has undergone remarkable growth and transformation over the past few
decades, emerging as a key driver of the country’s economic progress. Regulated by the Nepal
Rastra Bank (NRB), the sector comprises commercial banks, development banks, finance
companies, and microfinance institutions, all working collectively to enhance financial inclusion,
mobilize savings, and provide credit to various sectors of the economy. With rapid advancements
in technology, Nepali banks are increasingly offering digital services such as mobile banking,
internet banking, and electronic fund transfers, contributing to a more efficient and accessible
financial system. The industry is also putting greater emphasis on rural financial outreach,
promoting financial literacy, and facilitating international transactions to support Nepal’s
remittance-based economy.

In this evolving financial landscape, Nepal Bank Limited (NBL) holds a prominent position as
the first commercial bank of Nepal, established on November 15, 1937. Fully owned by the
Government of Nepal at the time of its inception, the bank has played a pioneering role in
introducing formal banking services in the country. Operating under the Bank and Financial
Institution Act, 2073, NBL is licensed as an ‘A’ class commercial bank by Nepal Rastra Bank.
Today, it maintains a widespread presence across the nation through an extensive network of 238
branches and 204 ATMs, ensuring its services reach both urban and rural populations covering
all the 77 districts. NBL offers a broad range of banking solutions including deposits, loans,
remittance, foreign exchange, trade finance, and digital banking. Known for its longstanding
legacy, dependable service, and commitment to innovation and social development, Nepal Bank
Limited continues to contribute significantly to Nepal’s economic and financial sector
advancement by promoting access to finance and supporting national development priorities.

1.2 Purpose of the Study

i. This report has been prepared as a part of the partial requirements for the completion of
the Bachelor of Business Administration (BBA) program under Pokhara University.
 ii. It aims to detail the practical knowledge and experiences I gained during my 8-week
internship at Nepal Bank Limited (NBL).
iii. The report highlights how I applied theoretical concepts from my academic coursework
to real-world practices within Nepal’s banking sector.
iv. It shows my improved understanding of various banking operations, including customer
relationship management, procedures for opening and closing accounts, handling cash
transactions and cheque clearings, as well as mobile and internet banking services.
v. The report also presents my insights into the professional work culture of a leading public
sector commercial bank.

1.3 Internship Objectives

i. To develop practical skills and expand my knowledge of the banking and financial sector
through hands-on experience at Nepal Bank Limited.
ii. To apply the theoretical knowledge gained during my BBA studies to actual banking
operations and bridge the gap between academic learning and professional practice.
iii. To actively participate in daily tasks and activities of the bank and enhance essential
professional skills such as communication, customer service, and relationship
management.
iv. To gain a clear understanding of the business operations, organizational structure, and
work culture of a major public sector commercial bank in Nepal.
v. To observe and learn about the role of banking institutions in supporting the national
economy and serving various customer segments.
i.

2
 CHAPTER II

INDUSTRY AND ORGANIZATIONAL ANALYSIS

2.1 Company Profile

Nepal Bank Limited is the first commercial bank of Nepal. It was established on November 15,
1937 (Kartik 30, 1994 B.S.) by King Tribhuvan, marking the beginning of formal banking in the
country. Before the establishment of Nepal Bank Limited, there were no financial institutions
operating in Nepal. All monetary transactions were carried out by private dealers and trading
centres, which led to a lack of trust, inefficiency, and various economic and financial problems.
The foundation of Nepal Bank Limited brought a turning point in the Nepalese economy by
introducing structured banking practices. The bank is headquartered in Dharmapath, Kathmandu,
Nepal.

At the time of its inception, Nepal Bank Limited was established under a joint venture principle
between the Government of Nepal and the private sector. Out of a total of 2,500 equity shares
with a face value of NPR 100 each, 60% were subscribed by the government and the remaining
40% were offered to the general public. Initially, there were only 10 shareholders. The bank
began operations with an authorized capital of NPR 10 million and a paid-up capital of NPR
842,000. Over the years, Nepal Bank Limited has grown substantially and now has an authorized
capital of NPR 15 billion, with a paid-up capital of NPR 14.69 billion as of the latest report.

Nepal Bank Limited currently provides services through 238 branch offices spread across
different geographical locations of Nepal. It also operates 204 ATMs and 59 extension counters,
ensuring access to banking services in both urban and rural areas. The bank offers a wide range
of services including deposits, various loan products, advanced Any Branch Banking Services
(ABBS), internet and mobile banking, ATM facilities, QR code payment systems, debit and
credit cards, and remittance services. As per the latest data, the bank has around 807,000 mobile
banking users, over 21,000 internet banking clients, and nearly 297,000 debit card holders.

Financially, Nepal Bank Limited has shown stable performance. At the end of fiscal year
2078/79, the bank had collected total deposits worth NPR 196.06 billion and issued loans
totaling NPR 171.80 billion. The bank earned a net profit of NPR 3.26 billion during that period.
As per the unaudited first quarter report of fiscal year 2081/82 (Ashoj 2081), Nepal Bank

3
Limited reported a total asset base of NPR 344.44 billion and total equity of NPR 38.90 billion.
The bank’s non-performing loan (NPL) ratio remains well-managed at around 1.90%, indicating
a relatively healthy credit portfolio.

The official website of Nepal Bank Limited is [Link], where detailed

information regarding its services, annual reports, and updates can be accessed. Today, Nepal
Bank Limited continues to play a vital role in the economic development of Nepal, maintaining a
strong presence in the financial sector while adapting to modern technological advancements and
customer needs.

Vision of NBL

Corporate vision of Nepal Bank Limited is “Pioneer Bank with complete banking solution”.

Mission of NBL

Mission statement of Nepal Bank Limited is NEW which means networking for inclusion,
enhancing the value and world class banking services.

 NEW Network for Inclusion: Use bank network to increase its reach all over the country
from urban areas to rural areas and help in improving the lifestyle of rural population and
in turn become the bank of choice of corporate, medium businesses and rural market
 Enhancing the value: To employees, shareholders, government and customers.
 World class banking services: Provide world class banking services by achieving
excellence in customer service and adopting high level technological standards.

Major markets and Customer

With a strong network of 238 ABBS branches, NBL is a prominent example of dedication to
excellent customer service. This broad reach assures easy access and simplicity for the large
number of its customers, confirming NBL's standing as a reliable and a client-centered financial
institution. The bank's consistent commitment to serving millions of customers highlights its
status as a leader in the banking sector. The bank is committed to providing for the wide range of
customer needs through a wide and easily accessed branch network.

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Table 1: Number of branches in different provinces

S.N. Province Number of Branches

1 Koshi 40
2 Madesh 37
3 Bagmati 69
4 Gandaki 31
5 Lumbini 35
6 Karnali 13
7 Sudurpashchim 13

Nepal Bank Limited has consistently maintained its position as one of the leading financial
institutions in Nepal. With a broad network consisting of 238 branches, 52 branchless banking
(BLB) outlets, 17 extension counters, and 204 ATMs spread across the country, Nepal Bank
Limited has made its presence felt in both urban centers and remote rural areas. This wide-
reaching and strategic infrastructure demonstrates NBL’s strong commitment to providing
convenient and accessible banking services to a diverse customer base across Nepal.

Following are the major customers of Nepal Bank Limited:

 General public
 Teachers
 Police officers and Army personnel
 Government employees
 Business firms
 Small and medium enterprises (SMEs) and local shops
 Educational institutions (schools and colleges)
 Students
 Pensioners
All of the above customer groups are also the key customers served by the City office Pokhara
branch of Nepal Bank Limited.

Product and services of organization

Nepal Bank Limited (NBL) offers a wide spectrum of financial products and services designed to
meet the diverse needs of its customer base. The bank facilitates various forms of deposits, credit

5
facilities, remittance services, digital banking platforms, and other customer-centric services to
ensure financial inclusion and national economic growth. With a focus on modernization and
financial outreach, NBL integrates traditional banking with contemporary innovations to provide
convenience, security, and flexibility in banking operations. The major products and services are
detailed below:

 Deposit
Nepal Bank Limited offers several deposit schemes catering to different customer segments. The
bank provides attractive interest rates and a broad range of deposit instruments to ensure both
security and return on savings.

a) Current Accounts:

NBL provides Current Account facilities for individuals, traders, and corporate customers. These
accounts are primarily used for transactional purposes and generally do not earn interest.
Customers benefit from easy fund access, cheque book issuance, and digital banking support for
real-time transactions.

b) Savings Accounts:

NBL’s Savings Accounts are designed for individuals seeking secure deposit options with
interest earnings. These accounts are accessible and offer features like ATM cards, online/mobile
banking, and interest compounding on minimum balances, making them suitable for public use.

c) Fixed Deposit Accounts:

Fixed Deposit Accounts at NBL allow customers to lock in their funds for a predetermined
period with higher interest rates than savings accounts. Customers can choose flexible tenures
and enjoy facilities like auto-renewal and loan facilities against FDs. This is ideal for those
looking for safe and stable returns.

d) Specialized Deposit Schemes:

NBL also offers customized deposit products such as:

Nari Bachat Khata – for women empowerment

6
 Bal Bachat Khata – for children to encourage early savings Senior Citizen Bachat –
offering higher interest and priority service
Salary Account – for salaried individuals with added benefits These products reflect
NBL’s inclusive approach toward different societal groups.
 Loans

Nepal Bank Limited provides a wide array of loan products to cater to individuals, entrepreneurs,
and large corporates. These are designed with flexible terms and competitive interest rates.

a. Personal Loans: Including home loans, education loans, consumer durable loans, and travel
loans.

b. Business Loans: Loans for working capital, business expansion, startup support, and inventory
purchase.

c. Agriculture Loans: Supporting rural farmers and agribusinesses.

d. Hire Purchase and Auto Loans: For individuals and firms looking to buy vehicles or
equipment.

e. Overdraft Facilities: For short-term cash flow requirements. Each loan is processed with
proper assessment and is aimed at economic growth and personal development.

 ATM Services

NBL provides VISA debit cards linked to customer accounts, ensuring 24/7 access to funds.
With over 200 ATMs installed across Nepal, the bank enables services such as: Cash withdrawal,
Balance inquiry, Mini statement printing, PIN change and Fast Cash options. These facilities
ensure nationwide banking convenience for its customers.

 Mobile Banking Services

NBL’s mobile banking service allows customers to manage accounts through mobile devices.
Key features include: Balance inquiry Fund transfers, Bill payments, Mobile recharge,
Transaction alerts, QR-based payments. The mobile app “Nepal Bank Mobile Banking” is
available on app stores and supports integration with wallets like eSewa and Khalti.

 Electronic Cheque Clearance (ECCS)

7
NBL uses ECCS to speed up the cheque clearance process. By converting cheques into digital
images and transmitting them electronically, NBL ensures faster settlement, improved security,
and reduced errors. This system minimizes manual intervention and enhances customer
satisfaction.

 Remittance Services

Nepal Bank Limited facilitates domestic and international remittance services. It provides
services through: SWIFT transfers, Telegraphic transfers (TT), Demand drafts,Western Union
and other international money transfer partners. These services support Nepali workers abroad
and individuals needing secure, fast fund transfers globally.

 Trade Finance

NBL offers various trade finance solutions to support import-export activities, such as:

 Letters of Credit (LCs)

 Bank Guarantees
 Documentary collection
 Export financing
 Pre-shipment and post-shipment finance

These offerings facilitate international trade by mitigating risk and ensuring timely payment
processing.

 Safe Deposit Locker

NBL offers secure locker facilities to store valuables, documents, and jewelry in fireproof and
tamper-proof lockers. Locker holders enjoy privacy, security, and flexible access during banking
hours. Locker sizes vary, and annual charges apply based on the size chosen.

 Any Branch Banking Service (ABBS)

Through ABBS, customers can perform banking activities from any NBL branch regardless of
where their account is held. This includes:

 Cash deposit/withdrawal
 Balance inquiry

8
  Fund transfer
 Cheque clearance

ABBS enhances nationwide accessibility and customer convenience.

 Point of Sale (POS)

NBL supports POS machine installation for businesses, allowing them to accept card payments
securely. These POS terminals help reduce cash handling, improve sales recording, and provide
customers with hassle-free payment experience.

2.2 Organizational Structure

The bank is under the control of Nepal Rastra Bank. Nepal Rastra Bank has appointed seven
members management committee. This management committee performs as the Board of
Directors of the bank. Chief Executive Officer (CEO) is under the Board of Director (BOD)
followed by General Manager (GM), Deputy General Manager (DGM) and then other
departments. The BODs of Nepal Bank Limited is chaired by MR. THAN PRASAD
PANGYANI representative from MOF, 3 members are appointed by MOF, 1 member is
professional director appointed by MOF and 2 members are elected from the public shareholders.
The following figure shows Organizational structure of Nepal Bank Limited.

Organization Structure of NBL, City Office Pokhara, Pokhara

Figure 1: Design and structure of City Office Pokhara Branch of NBL

9
NBL's branch structure features a Branch Manager overseeing various key departments. The
report to the Branch Manager is the Assistant Branch Manager, who manages departments like
Customer Service, Remittance, Credit, Teller, and Loans. This hierarchical setup ensures
efficient management and service delivery at NBL branches.

2.3 Industry Context

The banking industry in Nepal serves as a fundamental pillar of the country’s economic
development by mobilizing savings, offering credit facilities, and facilitating financial
transactions across sectors. Regulated by Nepal Rastra Bank (NRB), the industry comprises
commercial banks, development banks, finance companies, and microfinance institutions. Over
the years, the banking sector has experienced significant transformation through digitalization,
financial literacy initiatives, and growing competition.

Among the 20 'A' class commercial banks in Nepal, Nepal Bank Limited (NBL) holds a
historical and impactful presence. Established in 1937 (Kartik 30, 1994 BS), NBL is recognized
as the first commercial bank of Nepal, marking the beginning of formal banking in the country.
As a government-owned entity with partial public ownership, NBL has expanded its operations
across the nation, providing a wide range of financial services to individuals, businesses, and
government bodies.

NBL continues to play a key role in the modernization and strengthening of Nepal’s financial
infrastructure. Its adoption of innovative banking solutions, including mobile and internet
banking, along with its participation in government-led economic programs, has reinforced its
position as a leading financial institution. NBL’s longstanding reputation, broad customer base,
and strategic involvement in national development efforts make it a crucial player in Nepal’s
banking sector.

Organization’s Financial Structures

The financial structure of an organization outlines how it raises capital for operations and
expansion through a mix of debt and equity. It reflects the institution’s approach to managing
financial obligations, risk, and return. Generally, this includes loans, debentures, and other
liabilities under debt financing, and shareholder investments under equity financing.

10
A strong financial structure balances risk and growth potential. While a higher debt ratio can lead
to better returns through leverage, it also increases financial risk. Conversely, higher equity
provides stability but may dilute shareholder control and returns.

In the case of Nepal Bank Limited, its financial structure consists of both government and public
ownership, supported by internal reserves and external borrowing when needed. NBL raises
funds primarily through customer deposits, borrowings from NRB and other financial
institutions, and shareholder equity. The exact composition and health of its financial structure
can be better understood by analyzing its balance sheet and key financial indicators such as
capital adequacy ratio (CAR), non-performing loans (NPL) ratio, and debt-to-equity ratio, which
are published in its annual reports.

This financial arrangement allows NBL to support large-scale lending, invest in technology, and
maintain financial resilience in a competitive banking environment. It can be known with the
help of given data:

Table 2: Financial structure of NBL

Authorized capital Rs. 15 billion

Issued Capital Rs. 14.694 billion
Paid up Capital Rs. 14.694 billion

Organizations Performance

An organization's performance refers to its ability to achieve its strategic goals and objectives
effectively and efficiently. The performance of a business can be evaluated using important
financial indicators such deposit levels, total assets, the portfolio of loans and advances, return
on equity (ROE), and net profit. These measures are used to assess the organization's financial
standing and resource management efficiency. Analyzing NBL's performance in these areas
offers insights into its competitiveness and financial stability in the banking industry. For further
details, the tables and figure below show NBL’s financial indicators of the fiscal year 2077/78 to
2080/81.

 Trend Analysis of Total Assets

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Table 3: Total Assets

Fiscal Year Amount (in crores) Annual growth rate (%)

2077/78 Rs. 22264 14.5%
2078/79 Rs. 26007 16.8%
2079/80 Rs. 29673 14.095%
2080/81 Rs. 34035 14.7%

Over the four-year period from 2077/78 to 2080/81, NBL’s total assets have displayed a constant
and notable growth trajectory. Beginning at 22264 crores in 2077/78, The banks’ assets steadily
climb to reach 34035 crores by 2080/81. Significantly, even though the bank had achieved a
compound annual growth rate(CAGR) of about 14.7% over the previous fiscal years there was a
noticeable reduction in assets expansion in the latest fiscal year 2080/81 this liberation hints of
potential change in bank growth path.

 Trend Analysis of Deposits

This section provides insights into the amount deposited and the growth rate of the deposits
in the past five physical years.
Table 4: Total shareholders’ deposit

Fiscal year Amount (in crores) Annual growth rate(%)

2077/78 16281 15.1%
2078/79 19607 20.42%
2079/80 24451 24.72%
2080/81 28308 15.78%

The table shows the increasing trend of shareholders’ deposits in Nepal Bank Limited over
four fiscal years. From FY 2077/78 to 2080/81, the deposits grew steadily — rising from Rs.
16,281 crores to Rs. 28,308 crores. The highest growth was in 2079/80 with 24.72%,
reflecting strong investor confidence. Although the growth rate slowed slightly in 2080/81
(15.78%), the consistent upward trend highlights stability and positive financial performance.
 Trend Analysis of Shareholders’ Equity
Table 5: Total shareholders’ equity

Fiscal year Amount (in crore) Annual Growth rate (%)

2077/78 Rs. 2393 11.39%

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 2078/79 Rs. 2682 12.08%
2079/80 Rs. 2991 11.52%
2080/81 Rs. 3321 10.74%
The table illustrates a consistent increase in shareholders’ equity of Nepal Bank Limited over
four fiscal years. From Rs. 2,393 crores in FY 2077/78 to Rs. 3,321 crores in FY 2080/81, the
bank has maintained a stable growth rate in the range of 10–12% annually. This steady rise
reflects sound capital retention, profitability, and investor trust in the institution.

 Trend analysis of Net profit

Table 6: Net Profit

Fiscal year Amount (in crore) Annual Growth rate (%)

2077/78 Rs. 226 6.10%
2078/79 Rs. 261 15.49%
2079/80 Rs. 271 3.83%
2080/81 Rs. 304 12.81%
Nepal Bank Limited's net profit increased steadily from Rs. 226 crores to Rs. 304 crores. The
highest growth was seen in 2078/79 (15.49%), showing strong financial performance. Although
growth slowed in 2079/80 (3.83%), it rebounded to 12.18% in 2080/81, indicating a recovery in
profitability. This consistent upward trend reflects the bank’s stable operations and efficient
management.

 Statement of Financial Position

Condensed Statement of Financial position

As on Quarter ended 31st Ashad 2081 (Mid-April 2025)

Table 7: Interim Financial Statements of Third Quarter of FY 2081/ 82

Particulars This Quarter Ending Immediate Previous Year

Ending
Assets
Cash and cash equivalent 38,867,395,835 35,705,074,523
Due from Nepal Rastra Bank 16,009,135,309 21,545,476,231
Placement with B/FIs 6,331,835,000 4,115,390,000

13
Derivative Financial Instrument 5,660,126,572 3,334,953,041
Other Trading Assets 171,093,299 99,314,408
Loan and Advances to B/FIs 6,936,292,813 7,013,462,114
Loan and Advances to Customers 216,009,359,057 194,667,770,477
Investment Securities 57,382,537,810 46,407,773,958
Current Tax Assets 2,680,060,140 2,927,032,365
Investment in Subsidiaries - -
Investment in Associates 1,952,247,915 2,059,346,477
Investment Property 204,112,166 205,738,502
Property and Equipment 13,387,169,088 13,302,874,848
Goodwill and Intangible Assets 15,676,069 22,251,984
Deferred Tax Assets - -
Other Assets 7,787,613,874 8,946,768,726
Total Assets 373,394,654,947 340,353,227,653
Liabilities
Due to Bank and Financial Institutions 1,852,230,546 476,582,133
Due to Nepal Rastra Bank - -
Derivative Financial Instruments 5,316,510,745 3,321,660,000
Deposits from Customers 313,721,579,342 283,083,745,209
Borrowings - -
Current Tax Liabilities - -
Provisions 445,185,570 142,235,769
Deferred Tax Liabilities 4,385,545,724 4,039,288,771
Other Liabilities 5,864,537,281 10,159,085,084
Debt Securities Issued 3,495,418,412 3,494,939,268
Subordinated Liabilities - -
Total Liabilities 335,081,007,620 304,717,536,234
Equity
Share Capital 14,694,022,928 14,694,022,928

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 Share Premium - -
Retained Earnings 306,218,431 (965,074,675)
Reserves 23,313,405,968 21,906,743,166
Total Equity Attributable to Holders 38,313,647,327 35,635,691,419
Non-controlling Interest - -
Total Equity 38,313,647,327 35,635,691,419
Total Liabilities and Equity 373,394,654,947 340,353,227,653
The bank's total assets increased by 9.7% to NPR 373.39 billion, mainly driven by a rise in loans
to customers, investment securities, and cash equivalents. Customer deposits also grew
significantly by 10.8%, reaching NPR 313.72 billion, contributing to a 10% increase in total
liabilities. Notably, retained earnings turned positive, and total equity rose by 7.5%, reflecting
improved profitability and financial stability. The overall financial position shows sound growth
in core banking activities, with strengthened liquidity and capital base.

 Statement of Profit/Loss
Condensed Statement of Profit or Loss
As on Quarter ended 31st Ashad 2081 (Mid-April 2025)

Table 8: Interim Profit & Loss of Third Quarter of FY 2081/ 82

Particulars Current Year - Current Year - Previous Year Previous Year -

This Quarter YTD - This Quarter YTD

Interest Income 5,441,765,652 16,886,875,736 6,048,203,715 19,297,783,691

Interest Expense 2,967,654,227 9,786,123,108 3,907,111,910 12,522,625,602

Net Interest Income 2,474,111,425 7,100,752,628 2,141,091,805 6,775,158,090

Fees and Commission 362,132,861 1,035,140,119 331,016,482 928,939,044

Income

Fees and Commission 149,550,757 281,226,907 28,520,898 72,638,170

Expense

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 Net fee & 212,582,103 753,913,212 302,495,584 856,300,874
commission income

Net Interest, Fee and 2,686,693,528 7,854,665,839 2,443,587,390 7,631,458,963

Commission Income

Net Trading Income 324,751,126 403,005,632 25,014,584 69,831,972

Other Operating 121,696,606 310,942,749 108,150,970 292,484,511

Income

Total \Operating 3,133,141,260 8,568,614,221 2,576,752,943 7,993,775,447

Income

Impairment (2,244,624,259) 282,817,770 1,582,816,415 3,660,084,055

charge/(reversal)

Net Operating 5,377,765,520 8,285,796,451 993,936,528 4,333,691,392

Income

Personnel Expense 1,136,971,193 2,980,816,112 828,993,274 2,711,854,497

Other Operating 255,835,743 727,488,136 249,343,226 761,186,012

Expense

Depreciation and 88,943,106 264,708,927 92,864,089 275,321,343

Amortization

Operating Profit 3,896,015,477 4,312,783,275 (177,264,061) 585,329,540

Non-operating 954,967 2,660,350 2,094,855 3,149,924

Income

Non-operating - - - -
Expense

Profit before Income 3,896,970,444 4,315,443,625 (175,169,206) 588,479,464

Tax

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 Current Tax 1,140,582,885 1,140,582,885 (40,043,436) 193,440,502

Deferred Tax 433,910,522 391,366,056 324,416,923 264,529,857

Profit/(Loss) for the 2,322,477,037 2,783,494,683 (459,542,694) 13

Period

The bank earned NPR 5.44B interest income and posted a net profit of NPR 2.32B this quarter, a
strong turnaround from last year’s loss. Net interest income rose to NPR 2.47B, supported by
lower interest expenses and higher non-interest income. A significant reversal of impairment
losses further boosted profit. Overall, performance improved across all key indicators.

2.4 SWOT Analysis

SWOT is the acronym for strength, weakness, opportunities and threats that are strategic factors
for an organization. SWOT analysis summarizes the internal and external strategic factors of an
organization. A SWOT analysis is a valuable tool for recognizing the challenges and prospects
that NBL encounters. Through this analysis NBL can assess its strengths, weaknesses,
opportunities and threats concerning competition within its industry.

Strengths 🔵 Weaknesses 🔴

• Oldest and first commercial bank • Outdated technology in some

in Nepal (est. 1937) branches
• Strong government backing and • Limited global presence or
public trust foreign partnerships
• Wide branch network across • Comparatively slower digital
Nepal transformation
• Stable deposit base and customer • High staff-related expenses
loyalty

Opportunities 🟢 Threats ⚠️

• Growing digital banking and • Rising competition from private

mobile penetration and foreign banks
• Expansion into rural financial • Cybersecurity and regulatory
inclusion and SME lending risks

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• Government projects and • Political and economic instability
infrastructure financing in Nepal
• Collaborations with fintech and • Interest rate and inflation
innovation volatility

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 CHAPTER III
INTERNSHIP EXPERIENCE AND LEARNING OUTCOMES

3.1 Internship Description

I had the opportunity to complete my internship at Nepal Bank Limited (NBL), one of the oldest
and most prestigious government-owned commercial banks in Nepal. My internship was
conducted at the City office Pokhara Branch, from 5th Chaitra 2081 to 4th Chaitra 2082 as part
of the academic requirement for my undergraduate studies.

3.1.1 Role and Responsibilities

During my internship at Nepal Bank Limited, City office Pokhara Branch, I was primarily
responsible for supporting the day-to-day operations of the bank. My tasks included assisting
customers in filling out forms, verifying KYC documents, helping with account opening
procedures, managing cheque deposits, and organizing files and records. I was also involved in
data entry and learned how to handle various banking documents under the supervision of
experienced staff. Below is a summary of my key responsibilities in the Customer Service
Department:

a) Providing General Information

Customers visit the bank for various services such as opening new accounts, depositing or
withdrawing funds, inquiring about fixed deposits, requesting checkbooks, or renewing
accounts. I assisted customers by providing them with the necessary information and
support to help them meet their financial needs.
b) Account Opening
A significant part of my duties involved assisting clients with opening different types of
accounts based on their financial goals. I helped customers complete account-opening
forms, deposit vouchers, and other necessary documents. Nepal Bank Limited offers
various account types, including:
 Savings Accounts
 Current Accounts
 Fixed Deposit Accounts
 Staff Saving Accounts

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  Student Savings Accounts
 Joint Accounts
 Salary Saving Accounts
 Non-Resident Nepali (NRN) Accounts
 Savings Account:
 Original Citizenship and National Identity Card (both account holder and nominee)
 Two passport-size photos (both account holder and nominee)
 Utilities bills (Water, electricity, telephone, etc.) of account holder current residence.
 For Company/Business Firms:
 Original Citizenship and National ID of all board members
 Two passport-size photos of each board member
 Original company registration certificate, PAN
 Board minutes
 Company stamp/seal Recent
 Audit report and
 Tax clearance document
c) Balance Inquiry
I helped customers, especially elderly ones, check their account balances. If account numbers
were not available, alternate identifiers like names or phone numbers were used to retrieve
account information.
d) Account Closing
When customers wished to close their accounts, I assisted them through the formal process.
This included helping them fill out the closure form, calculating the remaining balance, and
ensuring the return of ATM cards or checkbooks. The account holder’s presence was
mandatory for final closure.
e) Bank Statement Issuance
I issued bank statements upon client request, which included a detailed breakdown of all
credit and debit transactions, tax, and interest records. Statements were provided to either the
account holder or their authorized representative.
f) Cheque Book Issuance

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 I helped customers request and collect cheque books after proper verification and approval. I
also explained how the cheque works, including the roles of drawer, drawee, and payee.
g) Receiving Telephone Calls and Writing Mail
In the Customer Service Department, I was responsible for professionally handling incoming
phone calls and emails. I ensured timely responses, noted down important messages when
necessary, and maintained a courteous tone in all communications.

3.1.2 Department/Team Overview

During my internship at Nepal Bank Limited, City Office Pokhara Branch, I was primarily
engaged in the Customer Service Department under the supervision of Mr. Bikash Acharya.
My responsibilities included assisting with account opening, cheque issuance, and voucher
management. I also had the opportunity to learn about mobile banking services and ATM card
activation with the support of Mrs. Kamala Acharya, while Mrs. Nirmala Thapa guided me in
handling fixed deposit-related tasks. The entire team was exceptionally supportive, creating a
friendly yet professional work environment. This experience greatly enriched my
understanding of daily banking operations and significantly improved my communication
skills and attention to detail.

3.1.3 Challenges faced and ways of solving the problem

One of the major challenges I encountered during my internship at Nepal Bank Limited, City
Office Pokhara Branch, was handling and verifying customer documents during account opening
and other banking services. This task required strong attention to detail, accuracy, and a clear
understanding of procedures and required documents. As a beginner, it was initially difficult to
grasp the workflow and ensure that all documents were correctly filled and complete. However,
with daily guidance from my supervisor Mr. Bikash Acharya and by carefully observing how she
managed each task, I gradually developed confidence and accuracy in my work.

Another challenge I faced early on was operating banking systems for tasks like mobile banking
registration and ATM card activation. The systems felt complex at first, but with the patient
support and hands-on training provided by Mrs. Kamala Acharya, I was able to learn and
perform these tasks smoothly.

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Similarly, understanding the process of handling fixed deposits was entirely new to me.
However, Mrs. Nirmala Thapa patiently guided me through each step until I was confident
enough to manage the task independently.

I was also initially hesitant to ask questions or engage directly with customers. But the friendly
and encouraging work environment helped me overcome this hesitation. Over time, with regular
practice and support from the team, my communication and task-handling skills improved
significantly, making my internship experience both smooth and rewarding.

3.1.4 Duration and Schedule

My internship at Nepal Bank Limited lasted for a period of eight weeks, beginning from 2081
Chaitra 5 and ending on 2082 jestha4. During this time, I followed a full-time schedule, working
six days a week from 10:00 AM to 5:00 PM. The fixed and consistent working hours helped me
remain focused and fully engaged in the bank’s daily operations. This period provided me with
valuable hands-on experience across various banking activities, including customer service,
account management, and documentation. The structured schedule also played a vital role in
developing my professional discipline, time management skills, and understanding of workplace
responsibilities.

3.2 Learning Outcomes

Learning outcomes refer to the specific knowledge, skills, and insights gained during the
internship experience. This section highlights how the internship contributed to personal and
professional development, including technical abilities, soft skills, and key lessons learned. It
also reflects on how these experiences have shaped the intern's future goals, improved their
readiness for the workplace, and reinforced or clarified their career aspirations.

3.2.1 Skills Acquired

During my internship at Nepal Bank Limited, I developed a range of technical and practical
skills related to banking operations. I learned how to efficiently assist with account opening
procedures, cheque issuance, and managing daily transaction records. I gained hands-on
experience with banking software used for mobile banking registration, ATM card activation,
and fixed deposit processing. This improved my ability to handle digital tools and maintain
accurate records. Additionally, working regularly with transaction vouchers and customer
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documentation helped me enhance my attention to detail and accuracy. Alongside technical
skills, I also developed important soft skills during the internship. My communication skills
improved significantly as I became more comfortable interacting with customers and colleagues
under the guidance of my supervisors. I learned to manage my time effectively, balancing
multiple tasks during busy hours while maintaining quality and professionalism. This experience
also strengthened my problem-solving abilities and adaptability in a dynamic work environment.
Overall, the skills I acquired have better prepared me for future roles in the banking and financial
sector, while also boosting my confidence and work ethic.

3.2.2 Professional Growth

My internship at Nepal Bank Limited played a significant role in shaping my professional
outlook and strengthening my resolve to pursue a long-term career in the banking and finance
sector. The practical exposure to daily banking operations, customer service, and financial
transactions provided me with a deep understanding of how theoretical concepts are applied in
real-world scenarios.

Through hands-on tasks such as account management, mobile banking activation, and fixed
deposit processing, I built a solid foundation in banking procedures and customer relations. This
direct involvement in diverse banking functions not only increased my interest in the field but
also motivated me to continue enhancing my skills and knowledge.

Guided by the supportive and dynamic environment at NBL, along with mentorship from
seasoned professionals, I learned the importance of accuracy, discipline, and professionalism.
This internship clarified workplace expectations and challenges, boosting my confidence and
inspiring me to pursue further qualifications and career growth in the financial sector.

Overall, this invaluable experience has brought me one step closer to achieving my career goals
while deepening my commitment to excellence in the banking and finance industry.

3.2.3 Key Takeaways

One of the most important lessons I learned during my internship at Nepal Bank Limited was the
vital importance of accuracy, attention to detail, and accountability in banking operations. I came

23
to understand that even minor errors in transactions or documentation can lead to serious
consequences, which strengthened my commitment to working carefully and precisely.
Throughout the internship, I also gained valuable insights into time management, professional
discipline, and organized work habits-qualities that are essential for success in the banking
sector. Observing the dedication and professionalism of my supervisors, especially Ms. Shanti
Rijal, taught me the value of consistency, patience, and maintaining a positive attitude towards
continuous learning and growth.

These takeaways are closely aligned with my future career aspirations. The internship gave me a
clear understanding of the real-world challenges and responsibilities in banking and motivated
me to build a strong foundation of both technical knowledge and ethical conduct. Most
importantly, this experience encouraged me to go beyond classroom theory and develop the
practical skills, self-confidence, and professional mindset required to thrive in a demanding
financial environment. Overall, this internship not only confirmed my career path but also
prepared me to pursue it with greater clarity, dedication, and purpose.

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 CHAPTER IV

CONCLUSION AND RECOMMENDATION

4.1 Conclusion
My internship at Nepal Bank Limited was an enriching and transformative experience that
allowed me to bridge the gap between academic theory and practical application in the banking
sector. Over the course of eight weeks, I received hands-on exposure to core banking operations
such as account management, mobile banking activation, cheque processing, and fixed deposit
handling. These tasks significantly deepened my understanding of financial procedures and
enhanced my technical and operational skills.

In addition, working closely with experienced professionals helped me develop essential soft
skills such as communication, teamwork, time management, and problem-solving-all of which
are critical for success in any professional environment. The supportive and collaborative
atmosphere at NBL encouraged me to ask questions, engage actively, and adapt quickly to new
responsibilities.

This internship has been pivotal in shaping my professional mindset and aligning my career
aspirations with the practical realities of the financial industry. It reinforced the importance of
accuracy, discipline, and customer-focused service in the banking sector. Experiencing real-time
operations and overcoming day-to-day challenges further clarified my ambition to pursue a long-
term career in banking and finance.

The practical knowledge, confidence, and insight I gained during this internship have inspired
me to pursue further qualifications and commit to continuous learning. Overall, this internship
has laid a strong foundation for my future career and stands as a crucial milestone in my
professional journey.

4.2 Recommendations
The recommendations section provides constructive feedback based on the overall internship
experience. It includes suggestions for the host organization to improve the internship structure
or learning support, as well as feedback to the college on how the internship program can be

25
made more effective for students. This section aims to help both the organization, and the
academic institution enhance future internship experiences.

4.2.1 Feedback to the organization

Based on my internship experience at Nepal Bank Limited, I would like to offer the following
constructive suggestions to enhance the internship program for future interns:

a) Orientation Session:
A short orientation or introductory session at the beginning of the internship would help
interns understand the bank’s structure, daily work processes, and expectations more
clearly.
b) Basic Training on Systems and Procedures:
Tasks such as document handling and using banking software were initially challenging.
Providing a basic training session or demonstration at the start would boost interns’
confidence and efficiency.
c) Regular Feedback and Supervision:
While the staff was very supportive, regular feedback sessions or weekly check-ins would
help interns understand their progress, improve their work, and feel more engaged.
d) Tool Demonstration:
Interns worked with various tools like mobile banking systems and ATM activation
software. A short demo or user guide would help minimize confusion and ensure smooth
task execution.
e) Maintain a Supportive Work Culture:
The friendly and professional environment at NBL made it easy to learn and adapt.
Continuing this culture will greatly benefit future interns.
f) Interdepartmental Exposure:
Allowing interns to observe or rotate briefly through other departments would broaden their
understanding of overall banking operations and make the internship experience more
comprehensive.

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4.2.2 Feedback to the college
I feel proud to be a part of the School of Business, Pokhara University, which has continuously
supported and guided its students. Based on my experience, here are a few suggestions to further
improve the internship program:

i) Extended Internship Duration:

Consider extending the internship period beyond the current 8–10 weeks to at least six months to
one year. A longer duration would provide students with more in-depth exposure and practical
learning.

ii) Guidance for Internship Selection:

The college’s support in guiding students to choose suitable internship organizations has been
helpful and should be continued and enhanced for upcoming batches.

iii) Regular Monitoring and Support:

Implementing regular check-ins or monitoring during the internship period would help track
students’ progress, address their concerns in real time, and ensure a meaningful learning
experience.

iv) Recognition of Outstanding Interns:

Introduce certificates, awards, or career support for students who demonstrate excellent
performance during their internships. This would motivate interns to give their best.

v) Encourage Global Exposure:

Where feasible, the college could explore opportunities for international internships or exchange
programs, which would provide students with valuable global experience and insights.

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 References
[Link]

[Link]

[Link] report/

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