Business Communication Report

JS Bank

Group Members:
Syed Muhammad Abdullah Raza BBA181034
Arbab Nadeem BBA181033
Hamza Zulfiqar BBA181044
Muhammad QasimBBA181040
Atif Cheema BBA181025

Submit to: Ma’am Namra Mubarak

Contents
Introduction:..............................................................................................................................................3
Discussion:.................................................................................................................................................5
Internal and External Communication:..................................................................................................5
Communication Plan:...............................................................................................................................8
Policy Implementation:.............................................................................................................................9
Conclusion:................................................................................................................................................9
Introduction:

Jahangir Siddiqui Bank or JS Bank is based in Karachi, Sindh, Pakistan.

JS Bank is a prominent, majority-owned subsidiary of Jahangir Siddiqui
Group, with total revenue of around 562 million as of December 2018.
JS Bank Limited currently owns 345 branches in 172 cities across the
country as well as an International branch in Manama, Bahrain. It was
established in 2007 as a result of the merger of two big companies
(Jahangir Siddiqui Investment Bank Limited and American Express
Bank Limited - Pakistan operations.
Started with 281 employees in its establishment year 2007, the bank is
now the employer of more than 4000 people. With over 200 ATMs all
over Pakistan and Azad Jammu and Kashmir, the bank has been
effectively facilitating its customer-base.
JS Bank comprises different business units, including Corporate
Banking, Investment Banking, Wealth Management, Treasury, and
Retail Banking. For two consecutive years, in 2011 and 2012, the
treasury department of the bank has been entitled as the No. 1 Primary
Dealer (PD) of Pakistan by SBP (State Bank of Pakistan). The bank has
also participated in secondary trading in T-Bills (Treasury Bills) and
PIBs (Pakistan Investment Bonds) as the underwriters and market
makers.
In the banking sector, JS bank has been the largest mutual fund
distributor, second largest to offer PMYBL (Prime Minister Youth
Business Loans) to youth and entrepreneurs and the third largest bank
providing SME loans and Mortgages.
Vision:
To be recognized as the premier and best performing investment
company in Pakistan. Provide quality and innovative range of banking
services and products to our customers through a highly motivated team
of professionals, while maintaining high ethical and regulatory
standards, thereby generating sustainable returns to our shareholders.

Mission:
To be a preferred partner of our customers by providing complete
financial solutions exceeding service expectations, and to do so through
a single relationship via convenient distribution channels, both
conventional and non-conventional.

Core Values of JS Bank:

JS Bank gives immense value to its core values, which is stated to every
employee that is part of the JS Bank workforce. These Core Value are:
1. Transparency
2. Socially Responsible
3. Ethics and Integrity
4. Equal opportunity employer
5. Entrepreneurship
6. Team Unity
Code of Conduct at JS Bank:
Along with their Core Values, JS Bank has a set of rules or Code of
Conduct for their employees and how the environment is supposed to be
in the business or workplace. These include:
 Business Ethics and Compliance with the Law
 Treatment of Employees and Others
 Sexual Harassment at Workplace
 Ethical Book Keeping and Accurate Records
 Customer Privacy
 Information Security
 Money Laundering
 Terrorist Financing

Discussion:
On Monday, we visited JS Bank located in the Commercial Area of
Bahria Town Phase IV. We were able to sit down with the Branch
Manager for an interview to talk about their organization, the importance
of Communication in a business and how communication takes place in
the organization.

Internal and External Communication:

Within the organization, most of the communication is done via email. If
a lower ranked employee has a message for the higher-ups regarding an
important topic or problem, the message is relayed through the chain of
command and looked into as soon as possible. In the case of a high
ranked employee, the message is mostly for the whole organization or a
branch in specific. If the branch is the recipient of the message, the
manager receives the information. Which is talked about, or passed onto,
the branch as a whole in a meeting.
All employees are given equal value and no favoritism or inequality is
experienced. Every employee is important regardless of the rank or the
title he/she has. Upwards communication flows easily through the
organization and information is relayed to whoever the information is
for. Ranks and titles do not hinder the communication in the
organization.
Something that JS bank is actively thinking about communication in the
workplace is that they aim to have a very laid back and casual setting at
work, so that the employees feel at home. This also helps them work
well and efficiently. The professional, yet laid back environment, also
helps the customers be comfortable with our employees. This aids in
them building trust in us and also come to us with any problems they
might have. However, with all this said theyalso make sure that no
issues are created with the casual setting.
When asked about effectiveness of communication, the manager of the
bank stated: "When an employee talks to another employee or customer,
we make sure that they understand whatever we are saying completely.
When it comes to employee-to-employee communication, we expect a
certain level of professionalism but also make sure that they completely
comprehend the information that is being given to them. In the case of
the customers, we make sure that the communication is two-way. Our
intent is to make the customer feel comfortable and at ease when talking
to our employees."
It was stated that a good communicator is essential for being in the
banking sector. According to JS Bank, a good communicator is someone
that people have an easy time talking to and are comfortable with. A
good communicator not only knows how to talk to people, but also listen
to them and actually understand what the other person is trying to say.
He/She is approachable and empathize with the person they are talking
to, especially when it comes to customers.
Like every organization, there are many challenges that the employees
of JS Bank have to face. Sometimes people get emotional and they do
not understand what they are saying nor do they understand what is
being said to them. This is one of challenges that we face regularly
because we are responsible for the hard-earned money of the customers
that come to us. This causes people to not understand the situation and
that leads to us having a hard time helping them or coming up with a
solution for the issue at hand.
They also face some language barriers at times, as our customers comes
from all parts of Pakistan. This causes a hindrance in communication,
which can create some misunderstandings and cause inconvenience for
the customer and us as well.
JS Bank also has different methods or ways in which they communicate
with different people. The way they talk to other employees is different
while they way they interact with customers is different and is done in a
certain way. The manager of JS Bank said, " Before we do anything, a
background check of the customer. Gathering information regarding the
customer’s occupation, as well as their legal and financial history. This
is very important for banks because if a customer is a businessman, we
need to know about his history. If he/she has a history of bad business
investment or business ventures, we must state that the business will not
be providing any business loans and their services will be limited. This
is to protect ourselves from unpayable loans given out to customers, as it
puts our business at risk. We also visit their residence which gives us a
rough idea of their living standards and financial situation. If everything
checks out, we start providing our services to the customer and welcome
them to our bank. We make them feel like they can trust us and provide
financial consultancy. We aim to make our customers’ lives easier and
put them at ease when it comes to their finances."
When asked about his thoughts on the phrase, "A business cannot
function without communication" he said the following:
"This statement is 100% correct and I agree with it. In every
organization, communication is an integral part. It helps your
organization function and operate, because communication conveys
information and without information being relayed, no organization can
operate. Without information being transferred, no one would know
what the other person is doing and no one will be able to work at all. An
employee would not be able to talk to another employee or customer.
Sometimes the smallest piece of information can cause a big problem if
the information is not conveyed properly. So, if the misinterpretation of
small pieces of information can be so harmful to an organization can be
such a hindrance to an organization, just imagine what would happen if
the major information was not conveyed through the organization."

Communication Plan:
Like in every organization, JS Bank has a proper Communication Plan
that the organization follows. Some organizations have a casual setting
where an employee of any rank can talk to anyone, regardless of their
rank. In JS Bank, there is a proper system of communication. If an
employee needs to talk to someone of higher rank, they must either talk
to the HR Department to get approval or talk to the officer in charge.
When they get the approval, they must first contact the assistant of the
high ranked employee and then they will be able to talk to them. The
manager also stated that this process might sound complicated and time-
consuming but all of this is done in a matter of hour or even minutes.
The channels of communication are chosen with the topic of interest in
mind or the rank of the officer who is trying to get a message across.
The means of communication can be Email, Telephone call, or a face-to-
face conversation if the higher ranking officer is in the same location.

Policy Implementation:
When a new policy is being implemented within the organization, there
are two ways that they do this. Depending on the policy, JS Bank either
send out a memo to all employees. However, if the policy implements
major change and is of great importance, they send out the policy to the
managers or heads of their branches. These managers and heads of the
branches hold meetings where they talk about the new policy. This helps
them implement that policy more efficiently and make the employees
undergo the necessary training if needed. This allows them to properly
implement the new policy and also helped the workforce adapt the new
policy with ease.

Conclusion:
JS Bank puts a lot of emphasis on communication and knows that it is an
integral part of their business. Whether it is communication between
employees or customers, communication helps the business run like a
well-oiled machine. They know that a business cannot be run without
communication, as it not only helps in satisfying the customers but also
helps information being transferred throughout the organization.
Without communication, the business cannot be ran and JS Bank thinks
that no business can operate without it. They train their employees and
make sure that a certain level of standards is met when it comes to
communication. In their philosophy of operating the business, they think
that a communication not only helps the organization operate but also
helps in customer satisfaction, as the services they provide need a level
of trust. Every employee takes their job very seriously and know that
one mistake can ruin their customers’ livelihoods and that can be a great
setback for not only the customer but also the organization, as a whole.