Probationary Officers’ Program

Workbook for On-the-Job-Training

Batch 51
TABLE OF CONTENTS

1. INTRODUCTION…………………………………………………………………………3

2. OBJECTIVE .................................................................................................................. 4

3. GENERAL GUIDELINES FOR THE INTERN POS ......................................... 5

WEEK 9 – 16 PROJECT WORK ........................................................................... 16

1. GUIDELINES ON THE PROJECT WORK ............................................................................................................. 16

2. FORMAT FOR THE PROJECT PRESENTATION ................................................................................................... 17
3. PROJECT THEMES.......................................................................................................................................... 20
4. PROJECT REPORT .......................................................................................................................................... 20

CSM Internship Workbook (April, 2016) -2-

1. INTRODUCTION

Dear PO Intern,

You have completed two months of internship and 6 months of Online/Classroom Training. This
would have given you a broad perspective of the Bank & the branch banking operations.

But given the magnitude of the banking universe and the dynamism of your role, the learning
curve needs to continue for you through understanding the nuances of various activities at the
branches.

Hence, you would now be undergoing the last phase of the PO Programme at the branch through
a Sixteen weeks On-the-Job Training (OJT) aimed at moulding you into your role and also giving
you an opportunity to implement the classroom learning in your day-to-day work life going
forward. This Internship will provide you with an opportunity to experience banking with
specific focus on your elective. The last six weeks of your training period would involve doing
a Project and taking it to a conclusion under the guidance of your Reporting Authority.

The Reporting Authority assigned to you will be your guide and mentor throughout your
Internship.

Please note that it is an important phase of the training programme with credits built into the
same. You would be required to seek and learn through constantly engaging with all the
stakeholders. You are also requested to adhere to the schedule so as to ensure comprehensive
learning during this period.

We urge you to make the most of this learning opportunity.

Wish you all the very best!

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2. Objective

The objective of the internship book is as stated below:

 To provide you with a broad based guideline as to what is expected out of your current
role in the department.
 To provide you with the broad guidelines as to what are the check points that the team
is supposed to follow for effective handling of the unit
 For enabling learning through observation and carrying out various activities pertaining
to the specific role
 To make you aware of the importance of each and every function relevant to the role

How this book is to be used

 Follow each and every module given in the workbook to effectively learn how to handle
each desk and what the key control points are.
 Record your observations from the exercises given on a weekly basis.
 Observations to be discussed with the RA for his/her views alongside your observations

What is to be expected out of the internship?

 Practical know-how of all the deliverables of the role

 How best to handle customer servicing
 How to plan for a day to day basis
 Practical know-how of the processes that are relevant to the role
 Understanding the reports relevant to the role

What is being expected out of you during the internship?

 To follow all the assignments as allotted in the workbook on weekly basis

 To regularly interact with the reporting authority for guidelines and feedback
 To complete the project work successfully with achievement of the objectives set out
at the beginning of the Project

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3. General Guidelines for the Intern POs

 The PO would report to office on day one well in advance. He / She will meet the
reporting authority to understand the details of the role.
 Interns to take the help of Reporting Authority (RA) for ID cards to be made on day one.
 Interns must regularly sign in/out their muster & the same needs to be updated /
regularized through the normal process in case of any difficulties. Muster signing in
would determine the payment of stipend.
 Interns should ensure that the Workbook is effectively utilized for capturing the
learnings without any backlog.
 They should ensure that the OJT schedule is strictly followed for gaining complete
knowledge of the assigned role.
 Interns should seek and obtain regular feedback from RAs.
 No Leave is permitted except in case of emergency during the OJT period for not more
than 4-5 days. In the event of any longer leave due to any exigency, the PO may be
required to repeat the entire OJT with the forthcoming batches.
 Leave utilized for any reason would be on Loss of Pay (LOP).
 The Intern would not be entitled to the following benefits during the OJT.
A) Company/Corporate SIM Card
B) Company Accommodation
C) Security deposit for renting a flat
D) Personal Loan

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Week 1
1. Areas Covered

•BM interacted regarding the Business potential of Hosur and expectation regarding the
Business being the main branch.

• Session on PBRM role has been conducted by Senior PB of the Hosur Gsn arcade branch
where he informed regarding VRM call, Cloud call and call from corporate number.

• Interacted with PB and learned regarding how he approach customer for business.

•Learned the process of creating FD and RD from Finacle

• Learned regarding saving account opening process in Tab and documents that are taken from
the customer.

• Learned regarding account closure request and process.

• Learned regarding Salary account opening documents

• Learned regarding Name change form for signature change.
•Learned about the NEFT /RTGS process from finacle.

• BM took huddle regarding BT of Home Loan. Processing fees for BT would be 3000+GST
and MOD is 0.5%

2. Activities performed during the week

• Helped customer in generating Atm PIN from the ATM Machine

• Managed the lobby

• Interacted with Asset team, PB team, VB team, iPru team in order to get the brief
overview of the products and how they handle various customer queries.

• Listened to PB doing VRM calling and Cloud calling in order to get the appointment with
customer.

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3. Feedback by Reporting authority

Reporting authority had asked to learn the product and process properly taking the help of
PB, VB and iPru team.

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Week 2 - Notes

1. Area Covered
1. SB Account Variants:
Senior Citizen Savings Account
• Seniors Club Regular Savings Account
• Seniors Club Silver Savings Account
• Senior Club Gold Savings Account
• Seniors Club Gold Plus Savings Account
• Senior Club Titanium Savings Account
2. Investment & Tax Savings Account- ITSA(ASG)

2. Activities performed during the week

❖ Attending the Huddle regularly

❖ Lobby Management
❖ Observed the PB desk
❖ Observed the VB desk
❖ Learned about the Forms and seals
❖ Insta transactions in Kiosk
❖ Completed Learning Matrix

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3. Feedback by Reporting authority

Keep Learning on daily basis

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Week 3 - Notes

1. Area Covered

CA Account Varaiants:
❖ RCA Standard
❖ Classic 2.0
❖ SBA 2.0 Silver
❖ SBA 2.0 Gold
❖ SBA 2.0 Platinum
❖ SBA 2.0 IVY
Learned about IPS

2. Activities performed during the week

❖ Regularly signing in/out in E Muster

❖ Attending the Huddle regularly
❖ Lobby Management
❖ Insta in Kiosk
❖ Opened an FD of 2 lacs and entered the lead in CRM
❖ Did Transactions under the guidance of staff
❖ Observed the services provided for customer for their queries

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 3. Feedback given by Reporting authority
Keep Learning on daily basis

Week 4 - Notes

1. Area Covered
❖ I startup 2.0 Silver- 25k QAB
❖ I startup 2.0 Gold- 1 Lac QAB
❖ I startup 2.0 Platinum- 5 Lac QAB
❖ SUPER MERCHANT CURRENT ACCOUNT
• Merchant 2.0- Super Advantage Plus CA
• Merchant 2.0- Super Advantage CA

2. Activities performed during the week

❖ Regularly signing in/out in E Muster

❖ Attending the Huddle regularly
❖ Lobby Management
❖ Insta in Kiosk
❖ Servicing customer
❖ Calling customers

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3.Feedback given by Reporting authority
Keep learning on daily basis

Week 5 - Notes

1. Area Covered

❖ Institutional Business (IB) (TASC+RFIG+GBG)

❖ M52 & Prime
❖ Overview of MF

2. Activities performed during the week

❖ Regularly signing in/out in E Muster

❖ Attending the Huddle regularly
❖ Lobby Management
❖ Insta in Kiosk
❖ Servicing customer queries
❖ Calling customers for Re-KYC
❖ Observing PB and VB desk

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3. Feedback by Reporting authority
Keep Learning On Daily Basis

Week 6 - Notes

1. Area Covered

2.Activities performed during the week

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3. Feedback given by Reporting authority

Week 7 - Notes

1. Area Covered

2.Activities performed during the week

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3. Feedback given by Reporting authority

Week 8 - Notes

1. Area Covered

2.Activities performed during the week

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 3. Feedback given by Reporting authority

Week 9 – 16 Project Work

1. Guidelines on the Project Work

 The project should encompass areas within the purview of the role deliverables
 The project should be decided in consultation with the respective Reporting Authority
 The business impact of the Project should clearly come out as an outcome of the
efforts put in.
 The project should clearly detail out through data, analysis, actionables, process
changes proposed etc., achievement of the desired outcome set out as objective.
 A presentation should be prepared in connection with the Project. It should ideally be
confined to five slides excluding the title & thank you slides
 The five slides
 The presentation should be as per the Corporate Guidelines (Universe > Corporate
Brand Guidelines > The Brand Guidelines )

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2. Format for the Project Presentation

Probationary Officers’ Programme

Internship Project

Date:

Objective


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 Data / Information (Input)


Analysis


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 Learnings & Actionables


Results / Recommendations (Output)



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 Thank you

3. Project Themes

Some indicative Project Themes are as follows:

(a) How to improve Customer Service Index scores

(b) How to improve the profitability / Sales

(c) Process improvements

However, the Reporting Authority is empowered to assign a relevant theme for the
Project as applicable to the PO’s specific role.

4. Project Report

1. Name of the PO: ____________________________

2. Batch No of PO Program: _____________________

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 3. Internship Period from ___________ to __________

4. Employee ID of the PO: ________________________

5. Name of the Reporting Authority: ___________________

6. Employee ID of the Reporting Authority: _________________

7. Registration Number at IMA: ________________________

8. Name of the Project: ________________________

9. Brief Description of the Project:

Notes:

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Signature of the PO Signature of the Reporting Authority (RA)
Name of the PO __________________ Name of the RA
______________________

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