Internship Report

People’s Bank Senkadagala Branch

S.C. Thanthirige
2015/BS/82
B/18071

The report has been submitted to the Department of Marketing

Management,
Faculty of Business Studies, Vavuniya Campus of The
University of Jaffna in partial fulfilment of the internship requirement of
the requirement of the Bachelor of Business Management Honours in
Marketing Management.

DEPARTMENT OF MARKETING MANAGEMENT

OF BUSINESS STUDIES VAVUNIYA CAMPUS OF THE

UNIVERSITY OF JAFFNA

2021

1
 DECLARATION
I hereby declare that the internship report is based on my learning experience and
does not incorporate any material previously submitted for a Degree in any University
or Institution to the best of my knowledge and it does not contain any material
previously published or written by any other person except where due references are
made in the text.

…………………………… Date ………….

S.C. Thanthirige

CERTIFICATION
i
This is to certify that Mr. S.C. Thanthirige (2015/BS/82) submitted the internship
report on 10th July 2021 to the Department of Marketing Management, Faculty of
Business Studies, Vavuniya Campus of the University of Jaffna in partial fulfilment
of the Bachelor of Business Management Honours in Marketing Management.

……………………………………………… Date: ……………………..

Ms. Janaki Samuel Thevaruban

Coordinator/ Internship Programme
Department of Finance and Accountancy
Faculty of Business Studies
Vavuniya Campus of the University of Jaffna

…………………………………………… Date…………………….

Dr. Mr. Y. Nanthagopan

Acting Head

Department of Marketing

Faculty of Business Studies

Vavuniya Campus of the University of Jaffna

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 ACKNOWLEDGEMENT
I am glad to take this opportunity to pay my gratitude to all those who have helped
and guided me in various ways in completing the six-months inter training program as
well as this report.

Specially, I would like to thanks my training officer Mrs C.S.K. Wickramarathne

and all the staff of People’s Bank Senkadagala Branch.

I would like to express my special thanks my parents, relations, brothers and friends
who gave their fullest co-operation, moral strength for the successful accomplishment
of this study. At last but not least I would like to thanks all my colleagues who had
helped me to complete the dissertation successfully.

S.C. Thanthirige

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 TABLE OF CONTENT

DECLARATION...........................................................................................................i

CERTIFICATION.......................................................................................................ii

ACKNOWLEDGEMENT..........................................................................................iii

TABLE OF CONTENT..............................................................................................iv

LIST OF TABLES......................................................................................................vi

LIST OF FIGURES...................................................................................................vii

EXECUTIVE SUMMARY......................................................................................viii

1.0 Introduction..........................................................................................................1

1.1 Name of the Organization....................................................................................1

1.2 Introduction..........................................................................................................1

1.3 Expectations.........................................................................................................5

2.0 Objective of Internship.........................................................................................5

3.0 Organization Profile.............................................................................................6

3.1 Ownership Structure.............................................................................................6

3.2 Vison.....................................................................................................................7

3.3 Mission.................................................................................................................7

3.4 Organization Structure of the People’s bank Senkadagala Branch......................8

4.0Activities Performed of the People’s bank Senkadagala Branch..........................9

4.1 Personal Banking Units........................................................................................9

4.2 Loan Section.........................................................................................................9

4.3 Recovery Section..................................................................................................9

4.4 Business Promotion Section...............................................................................10

4.5 Finance Section..................................................................................................10

4.6 Human Recourses Section..................................................................................10

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 5.0 Lessons Learned.................................................................................................10

6.0 Barriers and way forward...................................................................................11

6.1 Strengths.............................................................................................................11

5.2 Weakness............................................................................................................13

5.3 Opportunities......................................................................................................13

5.4 Barriers...............................................................................................................13

7.0 Conclusion..........................................................................................................14

7.1 Recommendations..............................................................................................14

References...................................................................................................................16

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 LIST OF TABLES
Table 1. 1 Services offered by the bank.........................................................................3
Table 1. 2 Internship Schedule.......................................................................................4

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 LIST OF FIGURES
Figure 3. 1 Organization Structure of the People’s Bank Senkadagala Branch.............8

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 EXECUTIVE SUMMARY
Most of the university students are highly competent with their academic
performances. and most of the students have good grades with a sound theoretical
knowledge. But they do not get any practical implication of that theoretical
knowledge unless they enter to an internship training program.

Internship program is a structured opportunity to incorporate academic, professional

and personal skill development which allows the students to gain a well-planned and
directed learning experience. It assists the student to integrate knowledge that gained
through their classroom learning with actual working experience in a professional
setting.

The internship program is a great opportunity which is included in our four years’
degree program provided by Vavuniya campus. And it is a partial fulfillment of my
Bachelor of Business Management Honours in Marketing Management, so through
internship programs like this we can overcome the problems to a certain level and can
help the students to be very strong and confident to find their suitable career path,
while developing their interpersonal skills, analytical skills and by learning how to
use theoretical aspects of learning in practical cases.

I started my internship training program in the 2nd semester of the fourth year. I have
started my training from 5th of January to 30th of June 2021 at the People’s Bank
Senkadagaka Branch. Most importantly, the knowledge about school level and
university level private which I have learned as a subject in the school and university
was immensely useful throughout my internship.

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1.0 Introduction
1.1 Name of the Organization
People’s Bank Senkadagala Branch

1.2 Introduction
Banking sector of Sri Lanka is playing significant role in the financial system of the
country while retains highest share of the total assets in the entire financial system.
There are 25 Licensed Commercial Banks in Sri Lanka under the control of Central
Bank (cbsl.gov.lk, 2021). People’s Bank is the second largest state-owned commercial
bank in Sri Lanka.

People's Bank was inaugurated on 1 July 1961, by T. B. Ilangaratne, Minister of

Commerce, Trade, Food and Shipping. The first branch was open at Duke
Street, Colombo. During the year, eight more branches were opened in Polonnaruwa,
Hingurakgoda, Hambantota, Anuradhapura, Puttalam, Matale and Kandy in addition
on the Foreign Branch in Colombo. The total number of employees stood at 169. 1962
The Head Office change to Union Place and 17 more branches were opened. After
year start pawning services. Sometime later the head office relocated to its current
location on Sir Chittampalam A. Gardiner Mawatha, Colombo 2. In 1967 The Bank
agreed with Government of Dominion of Ceylon a new Agriculture Credit project for
small farm sector.

Company loss of more than Rs. 2 billion on 2019 due to mismanagement and
Government corruption, former chairman said.

Asian Development Bank has give a "Trade Deal of the Year" award in 2020. On
November 2020 company reported company total assets rise to Rs. 2.1 trillion.
Company serving 200 island wide Self Banking Units. Most urban areas branches
converted to digital banking protocol.

A+(lka) Fitch Rated People’s Leasing & Finance PLC is a wholly owned subsidiary
of the People's Bank. (which holds >75%) It's leading finance and leasing company in
Sri Lanka. People's Leasing company started in 1996. It's highest rated non-bank
financial company in Sri Lanka.

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Bank launches loan program to local industries. It's called "Made in Sri Lanka". It's
aims to supported small and medium business enterprise.

The bank offer both retail and corporate banking services, with a network of 739 local
branches, service centers and has an asset base of LKR 1.873 trillion (2019) with over
14 million customers. (70% local customers) People's Bank received a high national
long-Term Rating of AA+ by Fitch Rating. People's bank most awarded state-owned
company such as "Green Plus" "Carbon Conscious Award". People's Bank became Sri
Lanka's best performing bank. Bank mainly target small and medium enterprise.

Business Values of People’s Bank

 Being the Pulse of the Nation

Our bank from humble beginnings has become the pulse of every Sri Lankan by
enhancing their living standard whilst supporting State endeavors and socio economic
development considering the aspirations of the nation.

 Customer Focus & Agility

We provide customized solutions to satisfy our customers always placing them at the
centre of decision-making and striving to enhance value in our services. We are
responsive and flexible to meet the unique needs of our customers by redefining
ourselves to embrace change.

 Integrity & Accountability

As a financial institute, Honesty and Righteousness have been our strengths, which
have been preserved in our culture from our very establishment, and we pride being
who we are. As a responsible and a dependable bank, we are liable to our key
stakeholders for our conduct.

 Continuous Learning Culture & Team Spirit

We seek to improve our knowledge base by enhancing the extrinsic knowledge,

tracing and recording the tacit knowledge to improve our efficiency & effectiveness.

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We believe in our people for our success and everyone working together for a
common goal with team spirit.

 Empowerment & Diversity

We empower our people and enable their creativity through innovative products,
services & processes. We value our customers’ differences, understanding that
diversity makes us even stronger.

Table 1. 1 Services offered by the bank

Service Type of service

 Personal banking Savings account, Current account, Foreign currency
a/c's, Term deposits, Loan and advances, Cards, Safe
deposit lockers
 Digital banking People's wave, People's web personal, People's web
corporate, People's wyn, People's wiz, How to do
clips
 Foreign remittance Foreign currency a/c's, Remittance

 Corporate banking Corporate lending, Off-shore banking unit

Trade finance
 Treasury services Foreign exchange, Money market, Primary dealer
unit, Investment banking unit, Newsletter, Contact
details, Glossary
 Development Refinance loans, Micro finance loan schemes,
banking Development loan schemes, Co-operative, Sme
loans
 Commercial banking Commercial lending, Business loan, Trade finance

I was appointed as business development assistant at People’s Bank Senkadagala

branch and it started from 1st of January 2019 to 30th of June 2020. During the six-

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month training period the following activities are been executed at People’s Bank
Senkadagala branch.

Table 1. 2 Internship Schedule

Months Activities
January  Join the organization
 Got basic idea about working environment of the
organization
 Training introduction
February  Identified account opening activities
 Application of green banking concept.
 Advertising Sisu Udana and Isuru Udana accounts for the
school children.
March  Application of customer relationship management by call
operation & communication.
 Engaged digital marketing promotion and credit card
promotions.
 Checking and engaging Crib report activities.
April  Prepared awurudu gift activities.
 Advertising for app promotion.
 Decorating branch for the awurudu season.
May  Training cheques collecting activities Record keeping &
systematized activities related to cheques.
 Identified process of cheques clearing.
June  Engaged products promotion activities.
 Application of E-commerce concept.
 Monitor the targets and achievements of branch.

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1.3 Expectations
At the time I was looking for internships I wanted to join an organization which
functions smoothly and I’m glad that I found one my major expectation was to
maximum utilize the theoretical knowledge I gained from my university education. I
was expecting to improve my computer skills, analytical skills, interpersonal skills
and problem-solving skills and I wanted to know how to work in the government
sector and work under pressure while learning the basic essence of the private sector
working environment as a newly entered person to this sector.

2.0 Objective of Internship

At the beginning of the internship, I had a plan to achieve a set of objectives by the
end of six months .as this is my first time in a government sector and service sector
environment; I wanted to make it a foundation for my future career.

My objectives were,

 To gain insight into the working environment and understanding the culture of
the organization.
 To apply theoretical knowledge practically.
 Develop time management skills and the ability to be responsible for more
than one job.
 To identify my inner strengths and weaknesses.
 Improve my interpersonal skills.
 Learn to work with different types of people.
 Identify the factors that cause inefficiency of work.
 Recognize the problems, challenges and get ideas about how to face and find a
better solution for such situations with the help of immediate supervisors’
guidance.

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3.0 Organization Profile
Name of the organization: People’s Bank Senkadagala branch

Description of the People’s Bank Senkadagala Branch

Registered Address: No.167,D.S.SenanayakeVeediya,Kandy.

Branch code: 158

Phone: 081-4953748

Web site: https://www.peoplesbank.lk/

3.1 Ownership Structure

People's Bank

Type: Government-owned corporation

Industry: Finance

Founded: 1961; 60 years ago

Headquarters: No. 75, Sir Chittampalam A. Gardiner Mawatha, Colombo, Sri Lanka

Number of locations: Increase 739 branches (2019)

Area served: Sri Lanka

Key people: Sujeewa Rajapakse(Chairman)

Ranjith Kodituwakku(CEO)

Products: Banking, financial and related services

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Revenue: Increase Rs 235.529 billion (2019)

Operating income: Increase Rs 28.575 billion (2019)

Net income: Increase Rs 12.465 billion (2019)

Total assets: Increase Rs 2,049.774 billion (2019)

Total equity: Increase Rs 130.015 billion (2019)

Number of employees: 7,836 (2019)

Parent: Ministry of Finance

Subsidiaries: People's Leasing Group, People's Travels (Pvt) Ltd, People's Merchant
Bank PLC

Website : www.peoplesbank.lk//

3.2 Vison
To be recognized as Sri Lanka’s undisputed market leader for financial services.

3.3 Mission

 We are in the business of providing financial services that contribute to the quality
of life, and enterprise development, via affordable, accessible, and efficiently
delivered solutions
 We empower and develop our human resources, so that they will care for and
protect our customers
 We contribute to national economic development, while being competitively
profitable
 We believe in ‘giving back’ to the society we operate in, while being sustainable in
our business practices

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3.4 Organization Structure of the People’s bank Senkadagala Branch

Branch Manager

Operation
Cash Officer
Manager

Current Teller
Pawning Saving Recovery Loan Business
A/C and
Officer Officer Officer Officer Promotion
Officer ATM
Officer
Officer

Assistant Assistant Staff Assistant Assistant Assistant Staff

Manager Manager Assistant Manager Manager Manager Assistant
3Ⅰ 3Ⅱ 3Ⅰ 3Ⅱ 3Ⅰ 3Ⅰ 3Ⅱ

Assistant Staff Staff Assistant Assistant BP

Clerk 3
Manager Assistant Assistant Manager Manager Assistant
Ⅰ
3Ⅱ 3Ⅲ 3Ⅱ 3Ⅱ 3Ⅰ 3Ⅲ

Staff Staff Staff

Clerk 3
Assistant Assistant Assistant
Ⅲ
3Ⅲ 3Ⅲ 3Ⅲ

Peon

Figure 3. 1 Organization Structure of the People’s Bank Senkadagala Branch

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4.0Activities Performed of the People’s bank Senkadagala Branch
4.1 Personal Banking Units
 Inquires & Accounts Opening Section
o Account opening activities.
o Account Transferring, Closing & related activities.
o Customer requirements/orders fulfillment activities.
o Resolving customer issues.
o Documentation activities.
o Assist legal status & Methodology.
o Call Operation & Communication.
 Saving Section
o Prepared early warning letters.
o Prepared month end reports.
o Transaction activities in the BTS.
o Cash Handling.
o Issuing gifts for minor accounts.
o Inventory & stock management.
o ATM card activities.
o Book keeping & filling activities.
 Current Accounts Section
o Cheques collecting.
o Assist the process of Cheques clearing.
o Record keeping & systematized activities related to cheques.

4.2 Loan Section

 Inspection visits
 Checking and engaging Crib report activities

4.3 Recovery Section

 Check the NPL & OD balances.
 Prepare NPL reports

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  Customer visits
 Debtors account holding activities

4.4 Business Promotion Section

 Organize and participating products promotion campaigns in the Area.
 Engaged products promotion activities.
 Identified head office instructions to business promotion in the branch.
 Monitor the targets and achievements of branch.
 Engaged Digital Banking promotion activities.

4.5 Finance Section

 Prepared early warning report
 Prepared reports according to the requirement of the Manager

4.6 Human Recourses Section

 Preparation of letters related to staff.
 Assist rewards and appraisal activities.
 Assist in organizing function.

5.0 Lessons Learned

As the first ever experience in the business world, past six months of time period was
whole a new bunch of lessons and opportunities. At the same time, getting working
experience in government sector as an intern is a rare opportunity and I am glad that I
was able to grab that chance. This mainly helped me to improve my skills and my
competencies and allowed me to decide how to use the theoretical knowledge that
gained from university in practice. Most importantly I was able to develop my inter-
personal skills during that time period. Further, I learnt how to behave in a
government sector as a disciplinary worker with compatibility, and I hope this will be
helpful to my future career. The following are the experiences and competencies
which I got during the internship training at People’s bank in Senkadagala Branch.

 I learned how to use my theoretical knowledge and improved my analytical

skills.

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  How to face challenges and make decisions immediately even for
unforeseeable situations.
 I was able to understand the attitudes of the office staff and how to move on
with them.
 I improved my computer skills and English knowledge.
 I learned how to work as a group.
 I learned about delegation of authority.
 Developed interpersonal skill and real time action.
 I improved inter personnel skills, communication skills, planning and
organizing skills and most importantly problem-solving skills.
 The most important thing I learned is how to accept the mistakes and take
necessary actions for the mistakes that I have done during my work and how
to make solutions to those with the help of my immediate supervisors.

6.0 Barriers and way forward

To identify the barriers and way forward of People’s Bank, the external and internal
environment should be evaluated. Thus SWOT analysis can be used. After analyzing
the external environment of People’s bank several opportunities, barriers, strengths
weaknesses, can be identified. Strengths and weaknesses are often internal to the
organization, while opportunities and threats generally relate to external factors.

6.1 Strengths
 Strong brand and reputation

The people's bank firmed the brand positioning as the largest. And also, awarded for
being the most popular financial institution with the People’s Award for the second
consecutive year at the SLIM-Nielsen People’s Awards. Furthermore, recognized as
one of Asia’s most promising brands by ibrands 3600.

 Corporate culture

The People’s Bank builds on corporate stability and brings out the performance-based
culture underscored by business ethics and CSR. People’s bank strengthened the
governance and adopted the updated Corporate Governance Code jointly issued by
the Institute of Chartered Accountants of Sri Lanka and the Securities and Exchange

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Commission of Sri Lanka, recognized branches and marketers for outstanding
performance – operational and volunteerism for CSR activities at the 14th PLC
Premier Awards and increased the integration of CSR activities including community
development initiatives and efforts to reduce the corporate’s carbon footprint into the
operations. 

 Market Leadership

Sustain and leverage on the market leadership

 Skilled & Dynamic Workforce

Consider the best practices in HR to attract the top talent to bank and retain trained
staff and enhance team spirit and employee productivity.

 Island wide Distribution Network

Consolidate the distribution network with the merged entity and allocate resources to
bring in greater efficiency through streamlined processes.

 Product Portfolio

Consolidated the diversified product portfolio to be a one-stop financial service

provider and tailor the offer to better address customer needs.

 Group synergies

Leverage and optimize on Group synergies. Bank collaborated effectively with and
between the subsidiaries to cross-sell and product bundle to offer value addition to the
customer.

 Expertise in SMEs & informal Sector

Reinforce the niche of servicing the SMEs and the informal sector to bolster market
share.

 Flat management Structure

Delegate authority to the branch level for effective and speedy daily operations

 First in the country to launch digital branches

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People’s bank is the first bank launch digital branches in Sri Lanka.

 Paperless and real time digital experience

 Integrated backend platform across channel

5.2 Weakness
 Lacks personalized video interaction at SBU

5.3 Opportunities
 Favorable market Condition

Position the operations to best fit and maximize the opportunities present in the
emerging economy.

 Potential in the North and East for Islamic Finance

Consolidate the niche in Islamic Finance to cover the growing demand in the North
and East.

 Relationship building and cross sell through digital agents

 Expansion of service capabilities of agents
 Data driven insights on potential customers of other banks through SBU

5.4 Barriers
 Intense Industry Competition

People’s bank should have to offer the best service to customers, strengthen Group
synergies, branding, and carry out strategic marketing promotions.

 Volatility in Interest Rates, Liquidity Issues & Exchange Rates

Maintain astute operational practices with sound fundamentals and strategically match
the rates and operational targets in line with the changing trends. Bank enhanced
marketing efforts to attract customers for lending products to minimize the excess
liquidity situation.

 Turnover in Trained Staff

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Initiate best HR practices to retain the staff within the organization. People’s bank
increased the remuneration package and gave due recognition and awards based on an
effective performance evaluation scheme. And also bank conducted training as per a
strutted training calendar across the company and subsidiary network.

 Cybercrime People’s bank should have to protect cybercrime.

 Potential loss of constantly up-scaled

7.0 Conclusion
It was an excellent opportunity for me to attend in this internship period for six
months where I was able to grab almost everything as I expected before starting the
internship. In addition, I am so proud to say that I got lot of experiences through
working at People’s bank Senkadagala Branch.

As this was my first experience in working, I was able to learn various types of
working strategies during my internship and especially I got more knowledge
regarding government sector (service) systems how things happening in service
organization. My organization is a clearing and forwarding Organization. As this
company is considered as an essential service. Smooth running workflow of day to
day activities is more important.

From this internship, I was able to understand different attitudes of office staff and
how to move on with them in a friendly manner. I learned how to adjust to an
unknown environment and how deal with people in a professional way. In addition,
the staff in the People’s bank Senkadagala Branch was friendly and they taught all the
procedures and gave me enough explanations when necessary.

Finally, I would like to say that, Internship training plays a very crucial role in a
student’s life because it is like an inspiration for the future career. During this time, I
have to know how a business or a corporate actually works and how it operates. In
addition, it develops my work habits, which will ultimately lead me to
professionalism.

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7.1 Recommendations
 My recommendation towards the staff of the organizations is to put their
maximum effort to work that they are doing so the office work can be done at
maximum efficiency.
 Director and all the other senior level staff should pay their attention while
they are distributing work to the permanent staff because there is disparity in
work arrangements and the work load some time causes stress to the
employees.
 I suggest that the interrelationship between the branches should be stronger
than the exist.

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 References
https://www.contacts.lk/contact/12766/senkadagala-peoples-bank-

https://www.peoplesbank.lk/

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