Overview WITH THE Firstbank Nigeria Plc

FIRSTBANK Nigeria Plc is one of the oldest finance institutions and indeed the greatest retail lender in Nigeria, it is the 1st bank or investment company to be proven in West Africa. The bank was included in Liverpool as a Limited Liability company in March 1894 with the name Loan provider of British Western Africa. The lender was detailed on the Nigerian Stock exchange (NSE) in March 1971 after which it purchased its name - First Loan provider of Nigeria in 1979. Following CBN induced industry-wide loan consolidation in 2005 the bank acquired its product owner banking subsidiary, FBN Product owner Banker ltd and MBC int'l Lender Plc. FirstBank retains a subsidiary in UK which has a branch in Paris, the lender also has representative office buildings in South Africa, China and Dubai by which it offers just offshore financial services. Presently the Bank's assets are in excess of N100billion.


FIRSTBANK as a leading commercial bank gets the greatest network of branches in the united states, over time the lender has continually researched its organizational structure and corporate personal information in line with changing financial environment. Known because of its uniqueness to be dependably vibrant and balance, 1st Loan provider has made for its self applied a name, a brand goodwill associated with fidelity and basic safety of money.

Being a key player in the nation's financial-banking sector, Firstbank offers a variety of financial services to its numerous customers; the lender established fact for ground breaking changes in scientific device and service delivery. Being the first standard bank to create a Biometric ATM i. e. an ATM machine that uses both pin no selection and finger prints to identify business deal buttresses this aspect. The bank through its attained subsidiaries also provide other financial services and they include, plans, housing schemes, advantage profile management.


FIRSTBANK offers a variety of inexpensive, retail and consumer banking products and services in making certain it retains true to its name as the very first bank of choice in the united states, . Our products include:

CONSUMER BANKING: Generic Savings Account, Current Bill, First Superior Term First deposit, First Cost savings Plus Consideration, First Hifi (Children) Bank account, First Current Plus Current Profile(with zero COT), FIRST Current Business Accounts, First Dom Profile, First Instant Savings

Account. All accounts hold the flexibility of over-the-counter withdrawals given the new CBN insurance policy, ATM credit cards, Dividend warrants lodgment and access to E-Banking services.


WHOLESALE Bank: The services therein are further divided into

ASSET PRODUCTS: They include- Term loans, Overdraft, Coal and oil contract funding(OGCF), Bankers' Acceptance, Commercial Papers, Expenses Discounting, Project Fund, Equipment Leasing etc,

INTERNATIONAL TRADE FINACE: Includes but not limited to- Import finance, Export Funding, Clean collection\confirmation, Letters of Credit, Bills for Collection, FOREX CURRENCY TRADING Invisible Remittances\Payment for Services.

E- Bank:

First Online which allows someone to transact business online at the comfort or your home or office buildings.

First Alert-Instant notification on your account

First Mobile-Access to your account through you phone, it offers buying of airtime and payment of utility bills.

First Pay and First Collect-effect repayment and many collection to and from your sellers.

FIRST CARDS : Debit and Credit cards which include- MasterCard, FirstBank Naira MasterCard, First Cash Greeting card, Visa Card (Gold, Basic and Infinite), Visa VISA OR MASTERCARD. Observe that all cards issued by the bank comes with FIRSTBANK brand name- FIRST

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MONEY TRANSFER: FIRSTBANK offers money copy services locally and internationally through mediums like- First Domestic Transfer, Western Union, Money Gram and RIA.

OTHER SERVICES: Other services rendered by the lender includes- Agricultural Funding, FIRST Diaspora bank services for Nigerians in Diaspora and Charges Payment for prompt settlement of utility bills(e. g. PHCN, Normal water and DSTV)


Vision: "To be the clear innovator and Nigeria's standard bank of first choice"

Mission: "To remain true to your name by providing the best financial services possible"

Essence: The DNA of the FirstBank brand is based on its power, size and dependability, typified by its brand icon, the African Elephant. Our brand essence is therefore Dependably Dynamic which really is a holistic representation of our past, present and the continuing future of FirstBank.

1. 5 Main VALUES

The core worth of FirstBank are coined in an acronym for quick recall and living by the guiding process - Inform& SPIC

Team Work - Everyday an improved way, the team nature is embedded in our culture as the best possible way to work.

Ethics - The nice will of the bank is to be taken care of as you deal with both inner and exterior customers, ensuring that your client leaves your office satisfied.

Loyalty - the essence of brand and its own very lifestyle evolves in commitment to your customers, Firstbank has been around lifetime for generations and devotion to your customers is what makes us tick.

Superior Performance - To fortify the bank's brand, leverage and upscale the customers' experience through delivery of excellent services.

Professionalism - To revolutionize the Bank's procedures based on the dynamics of the operating environment while ensuring that we provide the best financial services unmatched.

Integrity - Adopt high ethical values to guide the conduct of all banking business and orders in conformity with all relevant regulatory requirements.

Customer Centricity - The client is the ruler and the reason why we are running a business, their needs should be attained consistent with bank's policy


LEADERSHIP - Our position\ability as truly the very first and No1

SAFETY&SECURITY- Security of cash\Investments, job security, Integrity.

ENTERPRISE - Resourcefulness, Tenacity

SERVICE Quality - Efficiency, Performance concentrated, Reliability, Accessibility


This chapter targets goal setting, research plan, expected issues to be encountered in data collection and intend to overcome these obstacles.


The aim of the organizational examination is to specifically examine the current express of the Bank's functional and structural platform, analyse the functional systems and the interface relationships and also recommend ways of improving the program relations.


Goals setting consists of establishing specific, measurable, achievable, reasonable and time-framed (S. M. A. R. T ) target by an individual or firm. Goal centers attention towards goal-relevant activities, uncovering the aims and strategies in which the goals can be fulfilled. Physique 1 below is the organised project arrange for the organisational analysis.


















Review of BSN course material

Data Gathering

Data compilation

Report writing

Draft Survey Review

Sub-set reaching Review

Update report

Draft submission to set adviser

Correction and last submission

Figure 2: Job Plan


2. 3 Task PLAN

Reviewing of the BSN course materials and EBSCO database to understand theory on organisational set ups, data collection method and research record writing style.

The internet (Yahoo search and Wikipedia) will come in very helpful in enhancing job plan.

The purpose of the data collection level of the job is to assemble relevant and correct information, to obtain the contribution and co-operation of the appropriate target population also to assist in the collection and examination of data. The targeted populations are staff of the functional units, staff of hub branches, heads of the practical units (team) and some strategic sections and staff of Individuals Capital Management- Head Office. The medium to achieve this includes- Casual Interviews, telephone review, one-on-one chats with some customers of the targeted human population e. g. the minds of departments and staff of the Individual Capital management because of their exigent tasks. All perceived very sensitive questions would be completed through interviews (which are not formal) rather than written questionnaires.

The FirstBank Intranet and internet website will be utilized extensively to gather information on practical units and organizational structure while personal goes to to the top Office and hub branches will be utilized to objectively collect information on functions of varied departments, interface relationships and tips for improvement of the user interface relations.

Data compilation stage will include analyzing data accumulated and looking at information from subset conferences and research survey writing.

Report writing level would involve applying the reviewed data gained from the many materials and extraction of relevant information from FIRSTBANK intranet and periodic publications. Data structuring and record preparation will also be done at this stage.

Reviewed reactions from calls and effects of casual interviews

Discussed problems with Set Advisor at subset meeting and via phone calls.

Update and revised file with necessary corrections.


Questionnaires could not be used as a result of bank's insurance plan on mass mails or questionnaires related to work and business environment hence enough data collection looked like impossible.

Network challenges when accessing both internet and the Bank's intranet.

Time constraint and the active schedule of visited personnel will also be a limitation.

Insufficient time due to researcher's formal duties.


All perceived delicate questions would be dealt with through interviews and not written questionnaires.

Extra time to be dedicated for being able to access the Bank's intranet while a substitute internet modem was purchased to suppress congestion or delays on web hosts.

Personal interviews will be conducted for staff with busy timetable, telephone calls and communication chat applications were also utilised for other staff

Ensure proper time management.


This chapter targets the theories of organisational composition and organisational culture.


Organisations exist to achieve goals; these goals are broken down into responsibilities as the foundation for careers.

The term organisational framework therefore refers to the formal settings between individuals and groupings about the allocation of jobs, responsibilities, and power within the business (Galbraith, 1987; Greenberg, 2011). Said differently, - The platform, typically hierarchical, within which an organization arranges its lines of power and communications, and allocates rights and responsibilities. Organizational structure decides the way in which and magnitude to which tasks, power, and obligations are delegated, operated, and coordinated, and exactly how information flows between degrees of management. (Business Dictionary-Google).

The framework of the organization can be identified simply as the sum total of ways that its labour is split into distinct jobs and the its coordination is achieved among these responsibilities /(Mintzberg 1983a)

Very early on organizational structures were often centered either on product or function (Oliveira & Takahashi, 2012). Others relocated beyond these early approaches and analyzed the relationship between organizational strategy and framework (Brickley, Smith, Zimmerman, & Willett, 2002).

This approach started out with the landmark work of Alfred Chandler (1962, 2003), who traced the historical development of some companies, He concluded from his study an organization's strategy tends to influence its structure. He shows that strategy indirectly can determine such parameters as the organization's tasks technology, and conditions, and each one of these influences the structure of the business.

More recently, social researchers have augmented Chandler's thesis by contending that an organization's strategy decides its environment, technology, and responsibilities. These variables, coupled with progress rates and electric power distribution, have an impact on organisational framework. The Organisational framework as argued by Alfred Chandler can be seen in FIRSTBANK composition which was altered recently to match the Bank's supposed strategy. The Bank in Oct 2010 experienced embarked on a re-structuring of its whole functional system and workforce, we can therefore deduce that Strategy can determine organizational framework.

A critical review of Mintzberg definition shows that it isn't against the aforementioned, ' the look of every superstructure eventually ends up as a compromise between your 'objective' factors of work flow, process and scale interdependency, and the subjective factors of personality and interpersonal need. Organisations may be conceived on paper, nonetheless they must function with flesh-and-blood humans. ' (Mintzberg, 1983). Hence for a critical evaluation of FirstBank OA, the Mintzberg theory will be implemented.


Mintzberg cases that organisations are comprised of five basic elements, or sets of individuals, any of which might predominate in an organisation. The design parameters determine specific positions (illustrations will be shown using FirstBank settings)

Operating Key: Personnel or employees who perform the basic work related to a organisation's product or service e. g. - Tellers, Customer Service Officer, Foreign Operations Staff

Strategic Apex: Top-Management in charge of running an entire organisation. The Professional Directors and Exec Vice Chief executive of the bank sit at the Strategic Apex

Middle Collection: Professionals who stand in a direct line relationship between the tactical apex and the operating main. They are the Group Minds, Regional&Area Office Professionals.

Techno composition: Organisational specialists in charge of standardising various aspects of

an organisation's activities eg- Internal Control and Audit, Conformity, Credit Risk Management(CRM) AND MANCO

Support Personnel: Those who provide support to the company outside its operating workflow. (I. T support, Security personnels)

Mintzberg discovered five organisational configurations, they however depend some contingency factors which include - Time of the business, Size' Complex System, Environment and Vitality factors:

Simple Structure is seen as a loose section of labor, depends on direct supervision and sees its key part at the strategic apex

Machine Bureaucracy which depends on standardisation of work process, relatively centralized

power for decision making; using its key part in the techno composition where in fact the planners of the organisation reside.

Professional Bureaucracy which deals with standardisation of skills and has the operating main as its key part.

Divisionalised form -each section has its structure, it centers on standardisation of outputs. Autonomous units are created to cope with entire products, allowing top management to concentrate on large-scale, proper decision. The middle lines is key part of the organisation.

Adhocracy, an extremely informal, strong existence of mutual adjustment, organic organisation in which specialists work in clubs, coordinating with the other person on various projects.

FIRSTBANK'S structure like most large corporations is characterized by the divisionalised form of Mintzberg's configuration as various divisions (departments) are manufactured by their product lines or end

products. The techno framework is located at HQ to provide services to all divisions; support staffs are located within each section like we've the IT support for every single area and marketing assistants who are support staff assigned to each branch. Most of the functional activities are conducted by the middle line managers, division heads or device heads plus they all operate with some form of freedom and centralization within their units. They organize the output, operating between the proper apex and the operating main. In addition they oversee the actions of the operating center and are anticipated to report back again to proper apex.

The typical functional framework in a FIRSTBANK branch is divided into two divisions-

i. The Operations Unit who are in charge of the everyday running of branch and participating to customer's demand. The head of this product is called The Branch Functions Manager.

ii. The Retail or marketing device who are responsible for increasing the marketplace size and credit profile of the branch. The Business Manager mind this unit of the branch.

Each of the units runs individually of each other with distinct reporting lines even though these are situated in the same intricate ant they form part of the entire group.

Given the Bank's ever evolving strategy in line with changes in market dynamics and technical advancement, the framework design is determined by the strategic planning and corporate transformation unit through the HCM department, stating unit and individual key responsibilities and the reporting lines. The final framework is then approved by the tactical apex and the statutory regulatory expert (Central Standard bank of Nigeria). Usually the lender makes the procedures available on its local INTRANET and other periodic magazines or circulars as organisational changes are initiated.


Effectiveness of something is about doing the right things. It's about producing the expected or expected result, In calculating organisational performance, the relevant question would be: is the organisational system doing the right thing because of its survival?, could it be centering its drive on opportunities to produce revenue? Could it be producing the productivity it needs if it's to make it through? Efficiency of a system, on the other side is about the inputs the machine uses in order to produce outputs that does things right, achieving your responsibilities with at the least time and learning resource, It centers around performance and cost decrease. To thoroughly analyze organizational success, both steps should be considered because output is a function of inputs to outputs which is the theme of efficiency and performance. Efficiency should always be the servant of efficiency. (BSN Stage 1, module IX, p 575)

Looking at the Bank's history and evolutions, you can boldly say that FIRSTBANK has achieved some degree of efficiency and performance. The total resources of the Bank as at Dec 2011 as published

equals N, 2463, 543, total equity was N373, 572 as the total Customer Debris was N1, 783, 777, (figures are in millions). however there exists room and need for improvement, the lender lacks behind in mobilization of current accounts deposits and arranging of credit facilities. These lapses deny the lender of some benefits such as upsurge in customer base and collection of float income from these debris.

The FIRST Instant savings account was created by the Bank to bridge this space on deposit mobilization, the product however hasn't noted much success due to tight requirements, the deployment of FINACLE 10 Bank solution which is planned to start this year July can be an Efficiency measure to be able to lessen turnaround time, this I believe is coming rather too overdue.

The strategic Apex of the lender needs to review these tips afore brought up and reach a favorable conclusion so that the Bank can border forward.


Mintzberg recognized nine design guidelines. Through the use of these parameters the organisational artist can influence just how individuals are positioned in the organisation and the way organizations or departments are produced. The design parameters are Job specialisation; Behavior formation; Training and indoctrination; Unit grouping; size; Planning and control systems; Liaison devices; Vertical and horizontal decentralization. The look parameters predominant in FIRSTBANK are:

Job Specialisation: In FIRSTBANK, all job titles are given, the roles to be performed, the work description, key competences and reporting lines are well discussed for staff to comprehend. Job Specification for every single job subject is easy to get at on the intranet, it's the bank's believe job specialization raises employee productivity.

Training and indoctrination: In order to carry out process, employees need to own particular skills and knowledge. (BSN Period 1 Course Records, pg 584). In FirstBank it's a trend to continually train staff on a need to find out and improvement basis, this exercise sorts part of appraisal marks to be granted during year end performance score. The mind of branches or departments recommend personnel for training if an understanding difference or improvement need is recognized. Educational and career advancement is also inspired.

The Man Capital Management &Development anchors this facet of the bank. Given the ever increasing need for the aforementioned, the Bank has rebranded its HCMD training arm to be called FIRST ACADEMY. The essence is to inculcate the bank's ideals, making certain their staffs are well grounded and ever before before industry fads. Indoctrination are done upon recruitment of staff be it new or experienced hirees to be able to imbibe the bank's culture and worth into them.

The product grouping can be an important design parameter in FIRSTBANK since it creates a system of supervision in which there's a reporting line, departmental, product or group mind for all tactical units of the lender, this encourages standardization of outputs. Firstbank adopts practical grouping

Vertical decentralisation: Mintzberg (1983a, p. 99) defines vertical decentralisation as the "dispersal of formal power down the chain of line authority'. FISTBANK adopts limited vertical decentralization. Minds of departments/models are delegated the energy to control almost all of the decisions regarding their line units and such decisions are cascaded right down to their subordinates, nonetheless they have their reporting lines and various limits.


Culture refers to the underlying ideals, beliefs and codes of practice which makes an organisation what

It is. The traditions of an organisation, the home image of its users, things that make it not the same as others are its culture. Culture is symbolic; Culture is unifying and identifies the techniques that bind the organization collectively. Culture is rooted deep in unconscious sources but is represented in superficial methods and behavior rules.

Deal and Kennedy (1982) claim that culture is the solitary the very first thing accounting for success or failing in organizations. They identified four key measurements of culture:

Values - the values that lie at the heart of the organization culture.

Heroes - the folks who embody prices.

Rites and rituals - routines of interaction which may have strong symbolic features.

The culture network - the informal communication system or concealed hierarchy of electricity in the organization.

Peters and Waterman (1982) suggest a mental health theory of the link between organizational culture and business performance. Culture can be searched upon as a reward of work; we sacrifice much to the business and culture is a form of return on work.

Schein (1992) says that organisational culture is developed over time as people in the organisation learn to offer successfully with problems of exterior adaptation and interior integration. It becomes the common language and the common background. Employee values are measured against organizational beliefs to predict employee intentions to remain, and anticipate turnover. That is done through tool like Organizational Culture Account (OCP) to assess employee determination (O'Reilly, Chatman&Caldwell 1991).

However Daniel Denison's model (1990) asserts that organizational culture can be identified by four standard dimensions:

Mission - Strategic Direction and Purpose, Goals and Goals and Vision

Adaptability - Creating Change, Customer Concentration and Organizational Learning

Involvement - Empowerment, Team Orientation and Capacity Development

Consistency - Primary Values, Contract, Coordination/Integration

Denison's model also allows cultures to be defined broadly as externally or internally focused as well as flexible versus steady. The model has been typically used to diagnose social problems in organizations.


According to Schein (1992), both main reasons why civilizations develop in organizations is due to external version and inside integration. External adaptation displays an evolutionary method of organizational culture and suggests that ethnicities develop and persist because they help an organization to survive and flourish. In the event the culture is valuable, then it supports the potential for generating suffered competitive advantages. Additionally, internal integration is an important function since interpersonal structures are required for organizations to are present. Organizational methods are discovered through socialization at the place of work. Work environments strengthen culture on a daily basis by encouraging employees to exercise ethnical principles. Organisational culture is molded by multiple factors, including the following:

External environment


Size and dynamics of the organization's workforce

Technologies the business uses

The organization's record and ownership

The external environment to FirstBank includes the ever before emerging competition, the realization of this pushes the Bank's management is forge ahead and be impressive. The increasing quantity of banks offering same products that Firstbank experienced exclusivity to buttress this point, exceptional service delivery and brand value/setting are the secrets to have an advantage over others. Other areas of FirstBank's external environment include the legal or statutory regulations which the Loan company must conform with, the politics, socio-economic dynamics of Nigeria.

The labor force of the lender is considerably large in comparism to other finance institutions being the lender with the greatest amount of branch network and rising diaspora banking through its subsidiaries. Before the rebranding of the Bank's workforce, 1stBank had a culture of largely old staff and few young staff, in

2008 the bank retrenched over 900 personnel especially those who had spent over 25 years operating, the management immediately embarked on recruitment of new and experienced hirees who have been relatively young, in addition to this, salaries were risen to suit the modern banker status. A fresh culture in that aspect have been achieved as 1stbankers were no more recognized by long suits and old staff.


FIRSTBANK possesses a strong culture which is regularly being improved. Inside the light of Daniel Denison's style of culture sizes, FirstBank's mission proper route, goals and targets, are clearly comprehended by members of staff. THE LENDER strives to make its personnel live by its center values and this has so far helped the lender in terms of durability and goodwill. For the value of the afore talked about, FirstBank carries periodic unknown shopping exercise and branch spot bank checks to ensure that we live whatever we preach, hence staff are enjoined to move with the teach.

FirstBank adapts quickly to industry changes and are quick to recognize a market opportunity hence they are most often the fore most loan provider for a few products or enhancements in the banking industry. It's the bank policy for staff to adhere to a particular dress code, hold the bank's premises colored in a specific way and coloring, have a products and services sent to customers with the brand name "FIRST" and a unique way of service delivery. All this distinguishes the lender and a Firstbanker from every other loan company or person. The Elephant is also a ancient icon of FirstBank's culture which signifies stability and durability, like Peters and Waterman (1982) implies, the strong culture of the bank has positively enhanced its good will and market share, however things can get better.

There exist a location of improvement in the Bank's culture as it is generally being discussed within its people that staff aren't been sufficiently encouraged, the slow campaign process is a significant facet of this.

A overview of the Bank's choice to downsize its employees recently using retiring (and firing) personnel (although with mouth watering incentives) buttresses this point. Firing on the bottom of culture

Usually pointed as a source of creating "family like" environment, the notion of corporate culture is also used for firing, with this practice started out from footwear company Zappos, which granted its fired employees with huge compensations after. (Yahoo- Wikipedia. As the corporate culture may imply almost anything, firing on the base of culture means the employer does not accept and desire to be inclusive for the culture of the worker and therefore the staff "will not fit in corporate culture", although this may fall in the ground of discrimination, there continues to be not law or case legislations resolving or responding to the question making this practice possible and available for businesses for the present time. Firing on corporate and business culture is a recently available practice, from 2008.

3. 2. 3 Ethnic TYPES

Handy (1985) determined four(4) types of organizational culture and they include:

Power culture: Entrepreneurial in mother nature, central control, quick to response, built on trust flexible.

Role culture: Assignments are usually more important than individuals, functional, guideline and process driven

Task Culture: Cross functional, predicated on jobs and projects, networked, coordination&blend of careers around jobs.

Person Culture: Folks are the central emphasis, controls are just possible where members agree.

FIRSTBANK adopts the role culture, this is because the roles are seen before the people behind it, and the labor force is also driven by guideline (guidelines) and technique.


The processual approach is a translation model where motions of ideas or items reside in the sense making of people who are the active mediators of change. It includes three main elements specifically - Politics (political activities within and without the company), The Framework and The Element of change. Alvesson, in his work proposes that there is a general motion towards active and process established approaches. Although there's a variety and argument within such approaches, you can find support for further processual way that views ingenuity, innovation and change as a continuing dynamic rather than final end express.

From this point of view, there can't ever be a simple magic pill fir company success, as the context in which these procedures are supervised are themselves open to continual change.


Organisations are facing increasing pressures and competitiveness. Commercial restructuring, downsizing and reengineering are normal replies of organizations. The change is often made with explicit goals of cost decrease and improved efficiency and performance.

Changes can go in several directions, they can be either initiated at a high management level from where it is supposed to trickle right down to other levels or it could be initiated at small work devices that it spreads to other units or departments. Change should essentially be bottom up if it is to be any success. (BSN Phase 1, Module X).

When applying changes, different styles might be used. Bate(1990) and Kirkbridge(1993) identify a hard way from a tender methodology. The hard approach simply boils right down to coercive change strategies recognized by Chin and Benne (1969) while the soft approach is similar to a normative educational strategy and a rational strategy. A combination of these strategies gives delivery to the next approaches which is often adopted by a business:

Conciliative way: Delicate style, lower part - up course. This approach is characterized by consultation, flexibility, cooperation, and contribution of clubs since small changes are regarded as acceptable. It is useful when the changes to be taken through aren't drastic. The competitors of this methodology argue that it's poor and expensive.

Aggressive way: Hard style, top - down course. It will involve coerciveness, is inflexible, authoritative and radical. It is useful in crisis situations and as such is the final resort for organizations that are looking to ward off their impending downfall.

Indoctrinative approach: Very soft style, top - down path. This calls for training, socialisation

and education. It really is much more understated than the aggressive procedure as it uses indoctrination as its key in enhancing participation

Corrosive procedure: Hard style, bottom level - up route. This involves activity orientation, work unit and structure. This method is fairly adaptable and not too time consuming however its draw back could entail indecisiveness and therefore create serious control problems.

FIRSTBANK usually adopts the indoctrinative procedure for its cultural change, it is because endemic consultations are normally made, test works conducted and feedback collated before the deployment of any major change. Staff are regularly motivated to air their views on managerial issues usually with additional bonuses to encourage participation


This chapter focuses about how the functional models are organized, the interface relationship with the researcher's practical unit and tips for improvement of the software relation. Recommendations for improvement were based on the views of the sample data collected.

FIRSTBANK operate a divisionalised form of structure, all models and divisions have device heads who report right to the 'group brain and then unto the 'panel, each product is differentiated by their product or process function.

The researcher's efficient device is Credit&Treasury Office of Coker branch, a section of businesses group in FirstBank. The procedures department has the responsibility of attending to exterior customer needs and performance of conventional banking practices (such as account beginning, cash first deposit and withdrawals, cheque requisition) through branch sites and departments, central clearing procedures, e-business operations, foreign operations, domiciliary transfers and branch processing and cheque management.

This group of the lender interfaces directly with both external and interior customers. The operations office uses FINACLE 7 bank application to handle its activities on real time basis. This request increases immediate reflections of posting on all branch sites in the united states thereby making sure the clients need are found promptly.

As an employee under the businesses product of Coker branch, the researcher's functions include-

Fixed deposit bookings, renewals, terminations and roll- over options.

Treasury bill arranging, termination and roll over options.

Banker's verification and guarantees.

Domiciliary account openings, closure, cash debris and withdrawals.

Foreign transfers and forex transactions.

Maintenance of the credit portfolio of the branch etc.

The researcher device interfaces with other departments under the branch, other functional departments and other divisions of the lender. this is because most services that are rendered under this device is for

already made customers of the bank who most have dealt immediately or indirectly with other departments within the branch or the bank. As the credit&treasury product, inputs derive from other items of the lender feedback is generally directed to the Branch Operations Manager as the top of the branch or to the Head Functions as the group mind. The Credit&treasury device asides from Finacle 7 Bank request also utilizes the FINNONE software which is normally used to reserve, manage and terminate various term loans and credit facilities with regards to the credit policies of the bank.

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Figure 4: FIRSTBANK organogram


The Human Source of information Management is about managing your Recruiting that is your people, in a manner that makes them perform in the perfect way. The human resource function courses and directs professionals in controlling people.

4. 1. 1 Evaluation of the HCMD UNIT

The Human being Capital Management and Development (HCMD) as it is called in FirstBank considers the bank's employees and labor force not merely as a source but also a capital in which it is a required tool for the bank's business to stand out. They perform the following activities as empowered by the management; Man electricity recruitment, selection, location, induction and orientation, performance appraisal, profession planning, promotions, transfer, discharges, pension, training and development, rewards)


FIRSTBANK believes in hiring skilled and useful personnels to handle the affairs of lender, since these persons will be interacting directly or indirectly with the client who they consider is the king, the reason of our life. Given vacant positions or must create one, the lender screens prospective individuals, conduct examinations or interviews for them to shortlist to get the best possible persons for each and every jobs. Positioning on the other side is effected through advertising or transfer from within the company. Also when there has been a recruitment drive, and it must be decide where in fact the new staff with his needs and skills is most probably to complement the organisation's need then this too is called placement.


Induction is an essential part of the career process in Firstbank. however the extent of the induction process is determined by the complexity of the job, and the employee's experience Once the worker has been preferred and put, he must be oriented and indoctrinated into our system. This program inside our bank is called Basic Bank Pool Program where you as a fresh employee are designated a mentor who'll show you through your pre-confirmation period and put you through issues that you might seek clarifications on.

To the coach you are seen as a protge'. The BBP as it is necesary short also requires a seven(7) day program in which most banking applications and workflows are taught however this is after the indoctrination program normally conducted by the lender for fresh graduates and this spans to 4 a few months. The procedure is conducted by the training and Development (L&D) arm of HCMD which is currently rebranded as FIRST ACADEMY.

As part of induction process for new inductees, the lender had created an action learning simulation for the staff; these were to be deployed to branches to learn branch departmental operations, during this period they were expected to work in every unit of the branch to be able to understand various job functions and exactly how these departments program with one another.


The term training and development is utilized inter changeably. Training ensures that the person has the knowledge and skills to do his job. The technique of training to be utilized should be related to the job to be achieved and today's level of skills of the employee. Upon conclusion of induction, employees are placed on a job plan which will be overseen by his mentor and immediate supervisor.

Every staff has training and development as part of his score greeting card appraisal hence it is necessary to periodically teach the staff availing him of new sizes in his job subject, new job tasks and ever before changing market dynamics of the bank industry.

Staff should share the data acquired in virtually any training conducted by the lender, in-house training are also conducted in the branch or division level to concerning ensure that everyone has a fair understanding of products, services and functions.

It is the coverage of the Bank to ask for training any staff it considered fit especially after an envisaged knowledge space or desired advancement, however in the true sense of computer, employees are normally invited for training whenever your supervisor suggests you for one, in most cases to make you experienced for a specific function which he wishes or even to make a back again -up staff for critical positions. Other instances could be for a worker to learn on a fresh product launched by the lender so that he could in turn show others.

Performance Appraisal

Performance appraisal is a structured and planned talk between the supervisor and each individual employee about the person's performance over a period under review. In FirstBank, the primary purpose of performance appraisal is to enhance the employee's performance in his current position and to prepare him for future tasks.

The process begin by allocating each employee to a supervisor which generally would be your direct line director or immediate reporting lines, the supervisor will subsequently accept such employee as a subordinate and place performance indicator over the weighted average report. These performance signals (P. I) are unique to a person's job functions. The application form used to execute this is called PFMS(an abbreviation for Individuals First Management System). during appraisal, your supervisor is likely to award grades on the set in place P. I, he's also likely to allocate grades from range 1-5 to certain management questions in regards to the working efficiency of the worker. All these figures are added up and the personnel total appraisal body comes from.

The uniqueness of this system is that your supervisor cannot independently appraise you because the appraisal cannot be forwarded to Individual capital without your endorsement and acceptance, the allocated marks by the supervisor must be sent to the subordinate for acceptance or rejection before

onward delivery to HCMD. These grades are normally employed by the management in deciding credible staff to be advertised.

The shortfall of the appraisal exercise in FirstBank is that it's very subjective in nature as most supervisors view it as a means to get back at subordinates that has issues with them. Most times the appraiser carries a collection or two suggesting that such personnel should be promoted.

According to management discretion, a PURCHASE PERFOMANCE (PFP)is usually paid predicated on some certain standards which differs given each financial season. The PFP for 2011 financial 12 months was paid to all core personnel who obtained 85 and above in the appraisal exercise.




















4. 1. 2 User interface Relation between HRM and ICT

In order to reserve facilities for interior staff or staff of other organisations on acceptance list, the Individual Capital Development must definitely provide the personnel loan record and loan trustworthiness calculator, this shows if the personnel is exposed to other facilities and implies the borrowing ability of the personnel. In the case of other organisation's staff seeking an improvement, the HCMD are certain to get the afore brought up through the HRM of that organisation.

The employee who would be placed in Credit&treasury stand of any branch must learn specially by HCMD. It is because the work function is perceived to be very critical and requires one with analytical brain and strong negotiating abilities. HCMD occasionally trains the employees who work in this team, the Credit&Treasury product on the other hands attends to inquires of loan repayment program and exceptional of any staff as inquired by the HCMD.

4. 1. 3 Suggestions FOR IMPROVEMENT OF Software RELATION

Appraisals should be more objective in nature; there also needs to be room for responses from subordinates of the appraiser.

Loan requirements to be provided by HCMD should be received as quickly as possible, possible work flows should be created in order to fast keep track of the documents position at any given time.

Training should be conducted regularly rather than at the mercy or discretion of range managers.


Marketing is very important in the success of on organisation. In FirstBank every personnel is seen as a marketing expert because you will be the first connection with the exterior world and the client relating along with you perceives you as the Bank's rep. However for clear lower functions, the marketing function of the lender is dealt with by Product and Marketing devices through the retail and commercial banking personnel. It is because products and services are labeled for different clienteles.

The proper management of the lender lies with the Strategy product who are under the CEO's directorate as the unit head report directly to the mother board.

4. 2. 1 Marketing mix

The term marketing mix identifies the build up of marketing devices a specific company uses to be able to meet its goals in a certain market. With regards to FirstBank, marketing blend will explain those instruments and strategies the bank will employ in order to achieve its goals. The central marketing mix consists of five kinds of marketing musical instruments:

Product: Something is the product packaging of a service which gives a need of the buyer, maybe it's seen as whatever we may bring to a market to gratify a need. The bank is not into sales of tangible products alternatively they are simply into rendering of varied financial services. FirstBank has a pool of bank services it avails to its customers and it is their culture to be ground breaking by continuously bettering after these services rendered. Whenever a particular need or market potential client is identified, the lender through its strategy team, product and marketing support team convert these need to something which most times will be launched internally first before an exterior launch. Focuses on are then arranged for such new products with incentives or promotional items to enhance public consciousness.

Firstbank leverages on its brand name and goodwill as it pertains to product start success.

Price: The purchase price we choose has a certain affect in the goals which an organisation can have with a certain product, the affect may be considered a very good earnings to the bank or increase in market talk about Firstbank can determine its costing factor by some given purposes such as: Survival, Current Revenue Maximasation, Market Share Leadership, Maximum sales.

The charges of Fixed First deposit Take into account example sits around 7-10% given different durations; this price is relatively low compared to that of other banks. It is because the management of the bank is

some worth more comfortable with its CASAA amounts and hence feels that high interest shouldn't be placed in the product.

Pricing is also governed by the regulatory body (CBN), hence there is usually a range the lender can experiment with.

Place: This term refers to Syndication within the organisation; it entails the procedure that ensures the merchandise reaches the buyer. FirstBank gets the major branch network in the industry. The management of the lender still discovered a distance in syndication hence they developed a distribution strategy called QUICK SERVICE POINT. This centre is run to be able to bring the lender closer to people, it isn't run like a full fledged branch. Another distribution strategy is the starting of call centers with the brand FIRST CONTACT, services rendered there can be accessed in the three major local dialects of the country and in Pidgin English.

A new sub unit was created April this season with the name Emerging Corporate Banking, these were saddled with the responsibility of reaching out to SME's and organizations and retailing the Bank's products to them.

Promotion: A good product, a nice-looking price and a good circulation channel aren't enough if an company wants to be a frontline player in its occupation. The organisation must talk to its present and future clients (BSN Period 1, Module V pg 363). Customers must be aware of the lifestyle of a particular product before they can purchase into them. Adverts, sales promotions, occasions sponsorship, top quality T-shits(to be worn by personnel), highway shows, market storming, radio jingles and T, V adverts promotional items ang gift items are some of the strategy utilized by the bank to market its products.

Personnel: The personnel that has to sell and support the products for the company. Firstbank relies heavily on its staff to market or promote their products, 'everyone is a marketing consultancy' is a common term used in the bank. The retail and corporate banking models has this function as their main job, and the items are defined due to classification of products for different market sections.

4. 2. 2




Early market entrance and domination

High branch network

Strong management team

Strong organisational culture

Strong Brand and high customer base

Slow decision making process

Network challenges in simulation of banking applications

Absence of strong internal control over bank's procedures.



Leverage on cashless world plan of CBN

Increase in diaspora bank activities and offshore business through acquisition of more international subsidiaries.

Business Franchise with offshore banks so as to facilitate forex currency trading and grow income

Possibility of diversifying into other areas through acquisition of subsidiaries.

Competition from other Commercial Banks

Exchange rate fluctuations over FX trading

Removal of exclusive rights for several products

Regulatory handles and tight governing policies

4. 2. 3 Analysis of the software relation with Marketing and Strategy Unit

The marketing/proper device actually creates the input for the credit&treasury product being the market created by their unit is being serviced in credit&treasury device. It means that any product to be sold as of this device must be to a preexisting customer of the lender and not a fresh customer

4. 2. 4 Tips for improvements of the program Relation

The knowledge difference existing on the list of personnel of Marketing/Strategic product of how facilities or credit are actually booked is a major task. You can't sell what you do not know, hence face to face training is preferred for such device in order to understand the dynamics of credits and treasury products.


The Functions function of your organisation involves all of those activities that produce what the organisation produces. It is the function that creates the worthiness that its customers seek.

It can be usefully thought of as using resources to transform input into the goods and services, that are used by customers. (BSN Stage 1, Component VI)

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The operations device in FIRSTBANK consists of the next:

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Foreign Functions: They cope with all operational issues on international transactions ranging from forex trading, Words of credit, bills for collection, Form M approvals, Transport documents collection and RAR issuance through inspection providers, support services, biddings and transfer of forex orders etc. these functions may be initiated at various branches nevertheless they must be consummated at Foreign operations device situated at the head office of FirstBank.

Domestic Functions: This operational group handle customer's question on Treasury invoice purchase and termination, cash management in branches (i. e. funding branches with cash to meet customers' need or evacuation of cash when there is a surplus at branches), E-biz operations which handle creation and issuance of all types of credit and debit credit cards that can be utilized within and outside the country.

CENTRAL PROCESSING Centre (CPC): Firstbank bring in a central handling center so that one activities that are usually completed at the branch level can be centralized in order to ensure reliability of process and cut down turnaround time. CPC handles admin services, retail liabilities ie booking of loans for retail categorised customers and MIS reporting.

BRANCH Control: They cope with clearing activities which is the receipt, control and copy of other bank's cheques through the CBN home window. Printing and issuance of internal cheques for customers is also completed by this group in a centralized manner.

regions: This where all branch systems fall under, the branch office report to area offices as the area office is handled by the regional office. Lagos regional office handles all branch procedure personnel in Lagos state. Other parts include South East, North East, North Western, West and South South regions.

The Businesses Function in FirstBank contributes to increasing the bank's competiveness based on its basic performance aims which can be - excellent service delivery, reduced turnaround time (TAT). The businesses group is the genuine bedrock in the lender because in it is situated all the functions and review when it comes to customer request and interface, they will be the ones that truly deliver the bank's products with their customers. The operations function transforms most bank techniques into finished goods that can be enjoyed by the customer. In the event where a customer may not likely are exposed to the operation's staff, then the process may directly or indirectly be completed or imputed by the procedures function.

4. 3. 2 Program Relation between Procedure device and Credidt&treasury Unit

The Credit&treasury device in which the researcher works is actually a unit of Operations device hence in this framework the operations unit is undoubtedly a group as the other a device. The researcher's product being a sub device of operations holds out its functions through the supervision of the group. The work title, function are specified in order to ensure the smooth working of the bank.

Worthy of be aware is the actual fact that departments or models do not work in isolation. In one way or the other the researcher's product interfaces with other models in the Procedure group. As the credit&treasury device, all lox


Certain techniques should be decentralized instead of being centralized, this is because even although process was made to reduce TAT, it actually increased it since a certain process cannot start

and finish in a unit. An example of this is within account starting process for a walk in customer.

The accounts is opened with reduced information keyed in to the customer's file in the databases but the process is not completed because the all documents in regards to such are collated and scanned to CPC which is the centralized unit for all the branch retail functions. They subsequently now complete customer's detail and carry out address verification which take days and nights to achieve as the customer is deprived of usage of his funds before process is completed. This function should reside completely at the branch in order to shorten the procedure.


The financial function is one of the functions of any enterprise that must definitely be performed in a coordinated manner to realize the vision, quest and goals of the business. The financial function relates mainly to the development factor capital and involves the movement of capital to and from the organization. In the execution of the Financial function, acquisition and acquisition options (funding issues) and the work and employment possibilities of capital (investment issues) are of particular interest. (BSN stage 1, Course notes module VII)

The reason above elaborates the primary function of the money department. The division is empowered to:

Make financial examination, planning and control

Make investment decisions and management of assets

Initiate financial decisions and management of liabilities

Provide sundry financial services.

This unit in FirstBank is going by the principle Financial Officer who's also a member the exec team and information directly to the GMD/CEO being that they are empowered to handle the above posted functions with respect to the lender. This group deals with Investor Relationships, financial control, business performance monitoring and the internal control and reconciliation. With respect to the bank it invests in interest yielding activities and also control buttons the expenses of the bank in regards to interest paid or collected on credits and facilities.

Business Performance monitoring team of the Fund group mind the function of reviews of branch, area and local performance in all key indicators. They however focus on the income technology activities of the bank and how expenses are created through day to day operating of service centers and interest payable on liabilities.

The internal control arm of the group ensure conformity with regulatory/statutory regulations in line with the bank's policies, this is done by a Citizen Internal Control Official (RICO) who is an independent staff deployed to all or any branches and service devices. The Rico must authorize any loan center or overdraft

booking before it could be approved. They are seen as the sight of the management in the branches.

The purpose of the Money group is to ensure that there are no income leakages at any level, to detect survey and escalate deceptive activities, complete conformity with process plans. It is a favorite key phrase in FirstBank that "The fear of Rico is the beginning of wisdom"

4. 4. 1 Analysis of the Interface Relation with Financing Unit

As before cited, no credit center to be booked by the credit&treasury product will fly minus the endorsement and endorsement of the Finance unit through the inner control section of the group. Preset deposit bookings and renewals must be approved by the Rico and at intervals the actions completed in the researcher's unit is called-over by the Rico to ensure conformity.

The Business Performance monitoring supports quarterly business ending up in operations as complete. The appointment records


The finance product should understand that staffs are officials of the bank hence they are working for the common goal and interest of the bank. If this is imbibed in them, you will see better interface relationships as against that which was realized in the lender. Credit and loan interest levels should be kept at the discretion of the Credit&Treasury team or better still a specific range should get to them in order to experiment the rates. It is because the researcher's unit officials have negotiating and analytical talents which is necessitated by their jobs plus they understand market fads better, these are better educated of competitor's activities with reference to rates of interest than the Finance department.

There is dependence on ongoing training of the credit&treasury unit staff with regards to the financial dealings, given ever dynamic and changing environment of the banking industry, continuous training is therefore needed for successful job simulation and better understanding of any financial action initiated at the branch level.


This chapter targets the evaluation of the researcher's management and leadership style, decision making and imagination, social skills and region of improvements.


Management is working together with others or through others, in order to realise the goals of the company/company, while with command we indicate every attempt to influence the action of another person or group, command is about guiding, expanding and being a model for people in order for them to reach their goals. (BSN Phase 1Course Notes, component I Ch 3, p. 31). it is more suitable for the present day day manager to be always a leader because stimulates the achievements of organisational goals, it also improves the attainment of personal goals. A successful leader is one who achieves his managerial goals while influencing his subordinates to attain theirs.

The table below elaborates the researcher's control style and areas of improvement.

Preferred style


Support style


Style flexibility


Style effectiveness


Table 3: Management styles

Weakness/Flaws of researcher's Dominant Authority Style-SUPPORTING

The weakness of the dominating style is assumed high competence and sizeable commitment of subordinates".

The believes of the style include

Staff can presume responsibility without directive

Take initiative without instructions

Staffs have bought competence from previous jobs and also have natural commitment and loyalty to the company.

Plans on Improvement

The programs to be executed include measures to develop the ability to patiently delegate, mentor and direct, allowing people to learn from faults, supervise effectively, and hand over responsibility to them.

The researcher also needs to diagnose the competence and commitment level of the personnel and produce a balance between them; he's to deploy situational responses for different personality without loosing cred

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