Probationary Officers Program

Workbook for On-the-Job-Training

TABLE OF CONTENTS

1. INTRODUCTION3

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

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

WEEK 9 16 PROJECT WORK ....................................................................... 15

1. GUIDELINES ON THE PROJECT WORK ................................................................................................................... 15

2. FORMAT FOR THE PROJECT PRESENTATION ........................................................................................................ 15
3. PROJECT THEMES................................................................................................................................................. 19
4. PROJECT REPORT ................................................................................................................................................. 19

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CSM Internship Workbook (April, 2016)

1. INTRODUCTION

Dear PO Intern,

You have completed two months of internship and 6 months of 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 week 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 eight 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!

PO Internship Workbook
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

PO Internship Workbook
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 are to wear their uniform [blazer optional] during the Internship.
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

PO Internship Workbook
Week 1

1. Areas Covered
1) What is DSMG?

2) What is collection?

3) What is my job profile?

4) What is my role as Debt Manager?

5) How collection is done?

2. Activities performed during the week

1) Met with Regional Debt Manager and Zonal Head.

2) Met with all my colleagues.

3) Visited the agencies allocated to me with my Reporting Authority.

4) Did Customer Calling.

5) Created all the required IDs.

3. Feedback by Reporting authority

Welcome to ICICI BANK DSMG Group. Learn the processes quickly and start working.

PO Internship Workbook
Week 2 - Notes

1. Area Covered
1) What are the different roles in an agency?

2) Who is a telecaller?

3) Who is a tracer?

2. Activities performed during the week

1) Visited the agency assigned to me.

2) Interacted with my team.

3) Observed how tracing is done.

4) Talked to credit card defaulters.

3. Feedback by Reporting authority

Still in a learning phase and capturing the DSMG process quickly.

PO Internship Workbook
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Week 3 - Notes

1. Area Covered
1) Learnt about settlement letters

2) Learnt about I Memo approval

3) Leant about lien marking of accounts of defaulters

2. Activities performed during the week

1) Raise settlement letters for the defaulting customers

2) Raised SR to lien marked the account of a customer who was not willing to pay the dues

3. Feedback given by Reporting authority

Good going. Still there are a lot of things to learn. Keep going.

PO Internship Workbook
Week 4 - Notes

1. Area Covered
1) Learnt about CTL PRIME the software used to check the credit card details.

2) Learnt how to edit the PRINCIPLE OUTSTANDING amount in CAPS (software used to
raise letters).

2. Activities performed during the week

1) Visited agencies.

2) Taken I-MEMO approval for high POS waiver.

3) Raised settlement letters for customers who agreed for settlement.

3.Feedback given by Reporting authority

Learning the processes quickly. Keep going.

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PO Internship Workbook
Week 5 - Notes

1. Area Covered
1) Learnt about Retail FCRM to check all customer relationships with the bank.
2) Learnt how to raise SR for CONTACT GALAXY to fetch customer details.
3) Learnt about PRE ESCALATION MANAGEMENT (PEM)

2. Activities performed during the week

1) Raised SR in CONTACT GALAXY to get details of cases assigned to me.
2) Raised SR in PEM to inform about possible escalation.

3. Feedback by Reporting authority

Performing well. Good going.

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PO Internship Workbook
Week 6 - Notes

1. Area Covered
1) Learnt about DLN (DEMAND LEGAL NOTICE) for defaulting customers.
2) Learnt about DSMG CAMPAIGN to send SMS to broken payments of the customer.

2.Activities performed during the week

1) Raised SR to send DEMAND LEGAL NOTICE at customer's address.
2) Raised SR to send SMS to broken payment customers.
3) Visited the agencies assigned to me.

4) Talked to different customers to get collection.

5) Initiated settlement letters for customers.

3. Feedback given by Reporting authority

Work aggressively and try to achieve the milestones.

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PO Internship Workbook
Week 7 - Notes

1. Area Covered
RDM changed.
Reporting to different RA now.
New agencies assigned to me.

2.Activities performed during the week

1) Visited the new agencies assigned to me.
2) Met with the supervisor and the team.
3) Set the target for the month for different agencies assigned to me.

4) Formulated working plan for the week.

3. Feedback given by Reporting authority

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PO Internship Workbook
Welcome to the team. Heard your feedback from your previous RA. Wish you would continue
to do that.

Week 8 - Notes

1. Area Covered
1) Customer visit.

2) Field visit.

3) Learnt how to raise SR for debit reversal.

4) Learnt how to take memo approval for debit reversal.

2.Activities performed during the week

1) Visited defaulting customer to get collection.

2) Visited agencies assigned to me.

3) Raised settlement letter for the defaulting g customers.

4) Raised SR to procure statement of old book cases.

5) Raised SR for debit reversal.

6) Took memo approval for debit reversal.

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PO Internship Workbook
 3. Feedback given by Reporting authority
Go to the field and do more and more customer visits for good exposure.

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 )

2. Format for the Project Presentation

Probationary Officers Programme

Internship Project

Date:

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 Objective

Data / Information (Input)

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 Analysis

Learnings & Actionables

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 Results / Recommendations (Output)

Thank you

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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 POs specific role.

4. Project Report

1. Name of the PO: ____________________________

2. Batch No of PO Program: _____________________

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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