Internship report on bank of Abyssinia,

jemo branch.

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Acknowledgement

Anyone who has ever accomplished anything knows there is very little one can do without
enormous support and help from other. I have had a great deal of help and support over the 2
months it has taken me to complete the internship.

First, I would like to thank and distinguished appreciation to our Institute Hope Enterprise
University college involved in making internship part of the academic assessment to enable us
gain the aspiring work experience before graduating.it really is important experience for us
students to be exposed and to evaluate what we have got so far.

Similarly, I offer my sincerest gratitude to all the staff members of BANK OF

ABYSSINIA, Jemo branch whose encouragement, supervision and support from the starting to
concluding level during the entire internship period enabled me to develop a deeper
understanding of the subject and nature of banking industry.

Lastly, I offer my regard to all my family and friends who supported me In any respect
during the completion of both the internship and this report.

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 Abstract

The internship report in broad-spectrum contains three chapters in which I try to explain my two
month experience in my BOA, Jemo branch. The content of all chapters is broadly explained and
it is constructed from the practical basis of the internship ended all months.

In the opening chapter I give detail to the company background including its history, mission,
vision, values, strategy, products and services, network overview, major customers and SWOT
analysis of the bank were put in details in this chapter. So, it is give details of the company in
terms of the reader can easily know and access the company.

The second chapter is the most hunted chapter which explains my overall internship familiarity
and activity in the last successive months. This chapter is the main chapter and I record on it the
overall work I have been executing. It gives a highlight what I have been doing and main work
of the bank of Abyssinia.

After all those chapters explained above I goes to the third and the last chapter and explains the
main benefits of the internship class in terms of different aspects and areas. It is obvious that the
internship has a plus in terms of improving skills, attitudes and different abilities as a whole. the

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advantage and gains of the internship putted in short and prices way to grasp the attention of
readers and evaluators,

List of abbreviations

BOA: Bank of Abyssinia

ATM: Automated teller machine

POS: point of sale

T-24: Temenos transact core banking software

CSD: customer service department

SMS: short message service

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Table of content

Content

Chapter 1 ……………………………………………….

Introduction …………………………………………………

1.1 Company profile………….

1.1.1 History of BOA ……………..
1.1.2 Vision of BOA ……….
1.1.3 Mission of BOA………….
1.1.4 Value
1.1.5 Strategic plan of BOA
1.1.6 Network overview …..
1.1.7 Major markets and customers …….
1.1.8 SWOT analysis of BOA
1.2 Organization design and structure ……

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1.3 Statement of the report …………….
1.4 Objective of the study …………………
1.5 Roles and responsibilities of the student …………

Chapter 2………………

Internship activities …………

2.1 Assignment and responsibilities of students …………….

2.1.2 Customer service department

2.1.3 finance department

Chapter 3………………………………..

Learning processes and new knowledge received

3.1 details of related learning process and new knowledge received ……………………

3.1.1 Key attitudes learned

Conclusion

Appendix

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Chapter one

Introduction

Today’s business world is so dynamic and competitive that organization are always looking for
talented, skillful and adroit graduates who belong to high degree of adaptability and thinking
quality. This business graduates will be the core part of business organizations someday. So
business graduates need to have both theoretical and practical knowledge to manage the business
activity properly. In order to be familiar with a bank’s culture and to gain some practical
knowledge about it, one needs to work in those departments. As a commercial bank BOA
primarily remains committed to provide to provide banking services to its customers including
saving account, interest free banking service, online banking service, e-commerce, loan service,
virtual banking debit card services and etc.

1.1 company profile

Bank of Abyssinia, one of the private banks in our country was established on February 15, 1996
according to the Ethiopian commercial code of 1960 and licensing and supervision of banking
business proclamation no.84/1994. BOA started its operation with an authorized and paid-up
capital of birr 50 million, and birr 17.8 million respectively and with only 131 shareholders and
32 staff.

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Currently, employing –of-art banking technology the bank provides excellent domestic,
international, and special banking service to its esteemed and valuable customers. It also strives
to serve all economic and service sectors via-increasing branch networks throughout the country.

1.1.1 history of bank of Abyssinia

Bank of Abyssinia, one of the private banks in our country was established on February 15, 1996
according to the Ethiopian commercial code of 1960, and the licensing and supervision of
banking business proclamation no. 84/1994. The bank started its operation with an authorized
and paid-up capital of birr 50 million, and birr 17.8 million respectively with only 131
shareholders and 32 staffs.

In about 20 years, since its establishment, the bank has registered a significant growth in paid-
up capital and total assets. It also attracted many professional staff, valuable shareholders and
larger number of customers from all walks of life. This performance indicates public confidence
in the bank and reliability and satisfaction in its services.

Over the last years the bank implement three strategy but left behind from peer competitor in its
deposits, market share, and overall performance, even if the bank start its operation by offering
best innovative product such as gift saving account , safe deposit boxes and saving account
linked with current account / SALCA/ to enable customers to transfer funds from one’s saving
account to one’s current account to write cheque when there is no sufficient balance in current
account.

Even if the bank is pioneer to provide such kind of service the last fifteen years performance is
week when comparing with its peer competitor.

Through it’s over 748 branches in the country, BOA serves over 7.5 million customers with
9696 employees. BOA’s well-structured financial service system is connected through T-24 core
banking system. This coupled with 1251 ATM machines, 16 virtual banking centers, and 1300
POS placed in different locations to afford customers to access their account from anywhere at
any time. This also allowed BOA to increase its capital hundred-fold from ETB 50 million to
ETB 5.5 billion.

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Currently, employing the state-of-art banking technology, the bank provides excellence
domestic, international and special banking services to its estimated and valuable customers. It
also strives to serve all economic and service sectors via its ever increasing branch networks
throughout the country. the bank also offer digital banking transfer from one BOA to other type
of bank using mobile or internet banking. A customer can transfer up to 500.000 ETB through
internet banking per day. BOA is the first bank to introduce this system to Ethiopia which makes
it the leading bank of Ethiopia.

Description of the logo

BOA’s corporate logo icon consists of a diamond shaped six petals yellow colored flower
(endemic) called “Adey Abeba”, surrounded by a square with black color in the background.

The flower; the logo is taken from an endemic six petal flower, locally known as “adeyabeba”.
Its botanic name is Bidensmacroptera (Sch.Bip.ex Chiov ) Mesfin in 1984. The type of the
flower is located 38 km east of Robe town, in Bale. The color connotes hope and peace,
signifying bright future for the BOA in a growing and peaceful economic environment.

Ownership

Bank of Abyssinia is a share company of private individuals who amass experience and success
in different areas including business, entertainment and education. Such diverse ownership not
only reflects the company’s determination and willingness to succeed in the sector it operates in,
but also signify its ability to work together towards building a successful business venture and
commercial banking service.

Corporate social responsibility

As one of our core values, the Bank of Abyssinia promotes corporate social responsibility. It
believes the wellbeing and improved living conditions of our community will benefit as all. As
such, BOA participates in various national projects and other social and economic initiatives.

These include the construction of the Ethiopian Grand Renaissance Dam, the establishment of
the Ethiopian cardiac center, Ethiopia rotary club, and the establishment of Ethiopian women
trader’s associations.

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Current capital

Through it’s over 748 branches in the country, BOA serves over 7.5 million customers. BOA’s
well-structured financial service system is connected through the T-24 core banking system. This
coupled with the 1251 ATM machines, 16 virtual banking centers, and 1300 POS placed in
different locations to afford customers to access their accounts from anywhere at any time. This
also allowed BOA to increase its capital a hundred-fold from ETB 50 million to ETB 5.5 billion

Product and services of bank of Abyssinia

1. Saving accounts
A. Adey Women’s saving
This is a type of saving account from Abyssinia account with a high amount of
interest rate. Discounts and ease are also available when shopping with this account
shopping card.
Bank of Abyssinia values the role of women in a day to day life. As such to simplify
and facilitate personal business, endeavors, and efforts, the bank has designated a
special account. The bank offers increased saving rates to encourage women’s saving
with Adey account that will create empowerment and drive to succeed.
Benefits and features
 Adey saving account holders can get a discount on safe deposit box rent
 ATM debit card shall be issued freely which would be linked to their Adey
saving account
 Discounted purchase at different goods and services providers that BOA has
made an agreement with
 An increased daily ATM cash withdrawal limit of ETB 15,000 can be
arranged
 Women who maintained an outstanding balance of ETB 25,000 at the time of
birth will receive gift certificate
 Account can be operated by ATM cash withdrawal, mobile banking, internet
banking and special debit card

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  Access to priority banking service for depositors with amount above 500
thousand and special identification card will be issued
B. Afla youth saving:
Bank of Abyssinia has this type of account for the youth, in particular to encourage
the culture of saving among the youth as majority of the population is dominated by
the youth. By saving with the afla account, one can concentrate on building own
success from an early age and plant better future years ahead.
Benefits and features
 Relatively higher and attractive deposit interest rate on top of minimum
saving deposit rate
 Total cost of debit card shall be covered by the bank for students with student
id
 Half cost of debit card shall be covered by the bank for those without student
ID card.
 Minimal loan interest rate
 Purchase discount at agreed retail shops for purchases with debit cards.
 Access to priority banking service for depositors with amount above ETB
500,000.
 Account must be converted to normal/ ordinary saving account when the
account holder reaches the age of 29.
 It can be operated by cash withdrawal slip, debit card, mobile and internet
banking.
C. Education saving:
This education saving account attests to the belief that the bank believes that
education to be a fundamental tool in achieving success. This account can be opened
by individuals classified as teen-youth, whose age is between 14 and 18.
Benefits and features
 It is designed for saving money for higher education up to undergraduate
programs
 It provides a higher interest rate than an ordinary saving account

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  It grants scholarship funds for annual draw winning account holders who
saved for at least one year and whose account balance reached 5,000.
 Withdrawal from the education savings account is allowed any time.
However, in order to be eligible for the scholarship or seed money award for a
particular year, the customer shall deposit the minimum amount set by his/her
preference for 12 months of the calendar year, and no withdrawal is allowed
in this period.
D. Ordinary saving:
Saving prepares a person or a business to achieve a secure feature. Saving with BOA,
BOA appreciates your effort to change and be the better version of yourself and it
gives you the opportunity to make your efforts count by providing a saving account
that starts with as little as ETB25.
Benefits and features
 It is an interest- bearing account is compounded monthly
 It can be opened individually, jointly, and by corporate entities.
 it can be operated by cash withdrawal slip, debit card, mobile and internet
banking
 a minimum amount of birr 25 has to be maintained to qualify for interest
calculation.
E. Bank of Abyssinia diaspora account
Bank of Abyssinia provides multiple options for Ethiopian diasporas.
Ethiopian living abroad can open:
1. A checking account: it is a non- interest bearing account
2. A saving account: deposits and withdrawals are made using the bank’s form. It is
an interest-bearing account.
3. A special saving account: it can be operated using a special check. It is an
interest-bearing account.
4. A non-interest bearing account; in foreign currency will, in the future, be allowed
for Ethiopians living abroad.
F. Foreign currency accounts
Ethiopians living abroad can open

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 1. A checking account: it is a non-interest bearing account
2. A saving account: deposits and withdrawals are made using the bank’s form. It is
an interest-bearing account.
3. A special saving account: it can be operated using a special check. It is an
interest-bearing account.
4. A non-interest bearing account in foreign currency will, in the future, be allowed
for Ethiopians living abroad.
2. Electronic banking
A. E- commerce
Bank of Abyssinia provides a user-friendly e-commerce system, the bank delivers
payment services that can serve as a payment gateway for customers.
B. Virtual banking
Bank of Abyssinia (BOA) has launched 16 virtual machines that enable customers to
open accounts, deposit and withdraw cash, and perform local money transfers. Dubbed
interactive teller machine (ITM) aka “branch in a box,” the terminals use touch screens
and video technology to offer virtual banking services.
C. BOA 2FA mobile app
Bank of Abyssinia has a mobile app called BOA 2FA two factor authentication,
transaction authorization, and a digital signature that allows customers to safely log in to
their account and perform secure online banking transaction.

1.1.2 vision of BOA

To become a leading commercial bank in East Africa by the year 2030.
1.1.3 Mission of BOA
Provide excellent financial services through competent, motivated employees and digital
technology in order to maximize value to all stakeholders.
1.1.4 Values of BOA
A. Customer satisfaction

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 The quality of our work is always measured by the level of satisfaction our
customers get.to attain the maximum value, our financial services are always of
the highest.
B. Integrity
The services we deliver throughout the country keep their uniformity and standard
to display our integrity.
C. Team work and collaboration
As we stride towards the same goal, which is delivering unparalleled banking
service, our collaborative effort holds the utmost significance.
D. Caring for our community
As a bank that bears the former name of our country, our commitment lies beyond
delivering financial services. It goes without saying that we are deeply concerned
and involved in helping the community we operate in. our corporate social
responsibility shows our care as it is a platform to which allows as to give back to
our community.

1.1.5 Strategic plan of BOA

The bank has three strategic plan which was set for 5 years 2020-2025 which has three
main objectives.
1. Growth
2. Operational excellence
3. Digitalization

These three strategies are designed to obtain three results

1. Sustainable profit
2. Customer satisfaction to the fullest
3. Convenience banking service

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1.1.6 Network overview
Bank of Abyssinia, which started banking service with only one branch in 1996, has 745
domestic branch networks in bankable towns all over the country. Most branches work 10
hours a day 6 days a week (starting from 08,00 up to 06,00 pm ), while some other work
up to 07.00 pm in the evening. All city and outlying branches are interconnected with
state of the art ICT. All branches offer both domestic and international banking services.
Bank of Abyssinia still strives to identify bankable area every year and serve valuable
customers by expanding its branch networks throughout the country.in this respect there
are more branches on the pipe line to be opened in Addis Ababa and in the regional state.
1.1.7 Major markets and customers
BOA encompasses a diversified client base with in the entire country. it understands that
the customers are one among the foremost necessary the one who demand the service and
used the provided service by the bank. Thus BOA is invariably specialize in providing
the most effective of the best services to them.
1.1.8 SWOT analysis of BOA
Strength/ advantage over other bank
 Bank of Abyssinia provides a specialized interest- free banking service with a
brand name of “Ameen” with unique product features and benefits. The products
and service provided by BOA fulfill the need of our estimated customers and fully
in compliance with the Shari’s principles.
 Starting of T-24 technology, T-24 core banking software is a real-time core
banking system which is designed to allow banks to scale quickly using cloud
platforms and traditional infrastructure.
 Started POS and mobile banking.
 The ATM service of the bank is so good.

Weakness/ challenges of BOA

 In order to survive in the market and to take a competitive advantage over other
competitive banks implementing technological oriented products and services is
inevitable and being late adopter of electronic payment projects made the bank to
learn from the existed experience of banks who adopted these products earlier.

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 Yet, being late adopter made the bank to lose the potential market available at the
first phase of entry.
 They have no SMS short code to operate customers their account. Their mobile
banking can operated, only by internet it not functional in a place where data
connection is not available.

Opportunities

 The first bank currently serving with virtual banking system in Ethiopia.
 Plenty of available potential unbanked customers which made a reasonable
opportunity for implementing electronic payment technologies.
 Reduction in paper work and improved service quality by overcoming
geographical limitations and reduce long lines in the banking hall.
 Improves customer’s satisfaction considering the conveniences and ease of access
 So productivity and profitability increase

Threats

 Growth of other banks in the future

 Emergence of non-commercial banks, such as industrial banks- perform the
function of advancing loans to industrial undertakings, investment banks-
dedicated to financing the new and upcoming project.
 New banks are created, with new ideas
 Entering of foreign banks with new ideas

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 1.2 organization design and structure
The design and structure of bank
of Abyssinia is different according
to the grade level of the branch.
Jemo branch is a grade 2 so its
structural design is as follow.

Branch
manager

1.3 statement of the report

The study approach used for this report writing was through both primary and secondary
data collection method. The study is mostly descriptive in nature where the fact and figures
have been presented in a very systematic manner. Following are the details of the methods
that have been use for data collection.
1.3.1 Primary data
The primary data was mainly collected through the following ways

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  Personal observation of work environment during the internship period
 Tasks performed as assigned by the supervisors
 Unstructured interviews with the employees when confused about something
1.3.2 secondary data
The secondary data was mainly collected through the following ways
 website of BOA
 manuals, brochures of BOA
1.4 objectives of the study
as a partial fulfillment of the requirements of the BA degree of hope enterprise university
college, I undertook eight- weeks internship in Abyssinia bank, jemo branch. There were
two objectives (primary and specific) of the internship for me. Following are the details of
the internship:
1.4.1 primary objectives
 Generate a thorough understanding of the workplace, performing of the activities
and engaging oneself in the working environment
 Develop several managerial skills that will be required in the future
 Fulfill partial requirement of Bachelors degree of management program of Hope
Enterprise University College.
1.4.2 specific objectives
 acquire knowledge of overall banking procedure of commercial banks and their
Impact on banks productivity and profitability,
 Understand the basic operation and services of the commercial banks.
 Understand the level of activities that are essential in generating profitability in
banking sector.

Chapter two

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 Internship activity

2.1 assignment and responsibilities of the student

Job profile is very important for a person who works under an organization. In simple words, job
profile is the details of all the responsibilities and activities of a job in detail that expected to help
one understand their position better. It usually includes all the information like position reports,
job specification, description, qualification or the skills that are required to perform the job.in
addition to this, it also includes the salary range of the position one is in.

In the case of BOA, the job profile of staff is categorized according to the position they hold.
similarly, the delegation of authority is also conducted as per the hierarchy of the authority and
position. While the branch manager supervise the department heads, the department heads are
responsible tor supervising and managing the staffs of their respective departments.

Thus, in this way, BOA jemo branch perfectly has been maintaining the coordination,
cooperation and scalar chain inside the bank. During the 8 weeks internship period with BOA, I
was assign the following task and responsibilities in the different departments:

1. Customer service department (CSD)

Customer service is one of the most important department of every organization as it is
the department that mainly interacts with the customers. In fact it can be said that is the
face of every organization. In the case of banking sector, the image and reputation of the
bank depends on the way CSD deals with the customers effectively and efficiently.
The customer service department is responsible in providing various information and
service to the customers like opening new account, closing existing account, transferring
accounts to other branches, balance statements, issuing debit cards, cheques etc.

Following are the details of the activities that I performed in CSD.

A. Account opening

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 Account opening is the initial step in the deposit collection. As mentioned earlier,
there are several type of accounts options that are provided by BOA. Customer who
want to open a new account are requested to fill up the form like account opening,
KYC forms and SMS banking, ATM card, mobile banking forms as per their
requirements. They are also asked to provide certain documents such as id card,
photograph, etc.
B. Handle grievances of customers and Fill forms
This was an other activity that I performed when I was in CSD. As mentioned earlier
one of the major responsibility of CSD is to handle and solve queries of the
customers. As an intern, I was asked to deal with customers and help them come up
with the best solution that can reduce or ultimately solve their problems. Problem
related with incomplete documents, ATM card services, mobile banking services
were handled.
Likewise, helping customers with filling up necessary forms were also one of the key
activities that I performed during my internship.
C. ATM debit card issuance
Another important activities of CSD is ATM card issuance as per the requirements of
the customers. As an intern, I was worked in issuing ATM cards. When the customers
come to collect their ATM card then we find their card and pin from the finance
department and issuing it. Then give it to the authorized person after authorization we
give to the customers and give instruction how to use it.

D. KYC update or amendment of customers account

KYC update was mandatory by the central banks where the entire customers of the
bank were asked to fill and submit the forms along with documents like latest
photographs, changing legal id. Therefore, I was responsible for going through all the
files of the customers and inform them about the documents that were missing in their
files.
E. Calling to customers to inform their ATM card is ready.

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 2. Finance department
Finance department is the most important department of BOA that the money and other
most important asset of the bank were stored. In this department the money (cash
deposit), cheaque, ATM cards, documents are available. And also there are tasks
performed in finance department like sorting, table counting, give money to the tellers in
the morning and take the cash from tellers, auditing and so on. As an intern I really
worked on sorting of money and ATM cards in this department.

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 CHAPTER 3
Learning process and new knowledge received during the internship

3.1 details of related learning process and new knowledge received

Apart from understanding the core banking activities, I also believe that all the activities
that were undertaken by me in these 8 weeks have helped me develop my overall
cognitive, analytical and professional skills. It has taught me to deal with different people
differently. In addition, it helped me view things from several angles and not from only
one point. Thus, this actually helped to improve my analytical skills. I also has developed
my ability to create and sustain a network of important clients.

Following are the details of some of the key skills and knowledge learnt during my
internship period.
A. Practical implication of theoretical knowledge.
One thing I realized is that most of theoretical knowledge: like for instance,
accounting, finance, marketing, management, communication, organizational
behavior, statistics, economics, operational management, human resource
management along with computer applications, all were very much being applied in
the banking sector. These concepts however, helped me gain a better understanding of
the responsibilities I was assigned with.

B. Communication skills
Communication is probably one of the most important factors for smooth functioning
of every organization. Banking sector is no different. In fact, communication is the
most powerful tool that can be used to convince the customers to use the products and
services. As major part of my internship period required dealing with customers
coming from different background, my communication and interpersonal skills has
definitely improved a great deal. In addition to this, I also learned to be patient and
quite while dealing with difficult customers.

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 C. Behavioral skills
Another skill that I got an opportunity to learn and improve on is the behavioral skills
one needs in their personal and professional life. After carefully observing the way
the employees of BOA, jemo branch dealt with the customers and among their
colleagues, I too learnt the proper way to behave in the work place. To be specific, I
learnt to behave well i.e. friendly, cordially and respectfully with customers,
employees regardless of the situation I was caught in.

D. Technical skills
During the internship I had to use different technical devices like printers, scanners,
photo copy machines, counter machines, computers etc. for data entries, statement
printing, scanning photos and id cards, copying id cards etc. before the internship, I
had no clue how to use big printers and photocopy machines. However, after the
internship I learned some basic technical skills to work with such devices.

3.1.1 Key attitudes learned

Apart from key skills and knowledge, I also learned to have a correct form of attitude
towards the people and organization in professional level.
Following are the details of some of the key attitude learnt during my internship
period:

A. Towards the organizational environment and work culture

I personally found the working environment of the bank very friendly,
comfortable and easy going. Everyone was friendly with everyone, and always
ready to help each other despite being burdened with their own responsibilities.
Apart from this, I also realized that customers were more willing to be patient
when they felt they were being treated properly and heard. However, lack of
communication and listening of their queries made the customers impatient and
angry.

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 B. Team work
Another attitude I learnt during my intern ship period is that everyone has their
own responsibilities and working in a team helps in improving the overall
productivity and performance of the employees. Thus, it is very important for
employees to work as a team in order to enjoy synergy benefit and avoid any
delays that can hamper the functioning of the organization.

C. Towards management
Throughout the internship period, I put in a lot of to work and do justice to the
responsibilities I was assigned with. After seeing the friendly and dedicated
management who always wanted good for the employees, it made me commit
fully towards the organization. I always tried to be obedient, punctual and
complete my work with full dedication.
D. Towards employees
All the employees in BOA, jemo branch were very friendly and helpful. They
would not leave any stone unturned to teach me new things every day. Hence, I
strongly feel that whatever I was able to learn during the internship period is
because of the employees who were always ready to guide me in every situation
and helped me clear my doubt. This behavior of theirs automatically made me
develop and portray a positive attitude towards them.

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 Conclusion

As mentioned in the earlier chapter, internship is probably one of the best ways to provide
the students and graduates with the practical exposure so that they get an opportunity to
understand the working culture, systems, structure, strategy, operation and methodologies that
are carryout in different departments in an organization. Internships also help one to test their
skills, competencies along with helping them to identify the knowledge gap between the
theoretical principles and the practical work setting. It can be said that it provides students and
graduates a platform to know how an organization actually work in the real life setting with the
help of personal interaction.

Throughout the internship period, I got a chance to deal and work with people with different
quantum of experience and qualification in the departments I worked in. having spent so much
time with these qualified and experienced people gave me a good exposure to work culture. It
helped me to develop professional skills such as: communication skills, behavioral skill,
technical skill and how to work a team player. In addition to this, the opportunity of this
internship included in the requirement of bachelor degree of hope enterprise university college
helped me have better knowledge of workplace ethics.

Lastly, I would like to conclude that the position of the bank in the market is very strong and
trustworthy as its net profit, paid up capital, total deposit, total loan and income from interest is
stable and has potential to grow more in the future providing many benefits to all its customers

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and stakeholders. Hence, I strongly believe that completing my internship from such reputed
bank is definitely going to help me both in my professional and personal life.

Appendix

https://www.bankofabyssinia.com

BOA branch banking procedure

Manual of BOA.

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